Complaints

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  Auto Trans Matic

  12240 N 153rd Cir Bennington, NE 68007-5467

  
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  Auto Trans Matic

  PO Box 17 Bennington, NE 68007-0017

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 04/12/2023

  Attention: BBB Response Team
  3-27-23
  
  This is a letter
  regarding a complaint from LaTonya ******. Services performed were as follows:.
  
  4-18-22 Vehicle (’11 ******* ******* 4x4 3.0L) arrives.  Customer
  complained of hesitation into reverse and revving up before shifts.  Test drove, scanned and checked fluid
  dark.  Diagnosis shows that the clutches
  are burned up.  We do not remanufacture
  this particular transmission (**** 4x4) in house.  We recommended a remanufactured transmission
  from a reputable company that gives a 100,000 mile/36 month limited warranty.  Once customer approved, we ordered the
  transmission on 4-22-22.  Also, we had to
  jump start it all the time because the battery was dead. Sounded like it had
  been sitting for a while.
  
  4-22-22 Ordered
  remanufactured transmission.  Vehicle was
  added to our schedule, which was booked up tentatively until 6-1-22 at this
  time.
  
  5-2-22  Started work on the vehicle. 
  Replaced transmission
  with a remanufactured unit from ***. 
  Mileage 150246.
  Parts, Labor, Reflash/Relearn
  and Tax =$******** with a 100,000 mile/36 month Limited Warranty. See attached
  exhibit A-3 for a copy of our invoice.
  See attached exhibit
  A and A-1 proof of purchase copy of invoice from *** for reman transmission
  unit S/N *******.  Please note that the
  remanufactured transmission unit comes with an updated valve body.
  Note: Customer complained of the A/C unit not
  working upon pick up. See attached exhibit B, procedures on how to remove and
  replace this particular transmission. 
  Please note that we do not touch the A/C unit…see exhibit B.  We sent the vehicle down to * *** *** * ****,
  a certified repair facility, to inspect the A/C unit. They inspected the A/C
  unit and found the A/C unit was low on Freon and there was no negligence on our
  part. 
  
  7-15-22 Customer brought vehicle
  back in, saying she was experiencing it neutralizing out at start.  Drove several times, cold and hot, trying to
  recreate was she was experiencing…could not get it to act up. Fluid is good and
  there were no codes.  I had the customer
  ride with me to try and recreate the issue…vehicle drove fine and no issues at
  this time.
  Noted: High RPM’s at
  an idle at times is most likely a sticky throttle body and could also be
  related to the problem that she has been having since the ******* is known for
  this issue.
  
  8-31-22 Customer called in
  about her vehicle doing the same issues that she was experiencing before.  Several calls with tech line and *** techs,
  *** decided to send a different Valve Body assembly out to have us try
  switching it out with a different one. 
  This was determined by *** whom controls the warranty on this unit.  Once vehicle was dropped back off, we test
  drove and still could not recreate what she was experiencing.  We removed the complete valve body, which is
  inside the transmission, and replaced it with the new one from ***.  Relearned and test drove, still no issues
  found. Fluid good and no codes. Mileage 152645. See attached exhibit C copy of
  Valve body assembly sent out for warranty unit from ***.
  Ultimately, we urged
  *** to send out a different remanufactured unit to replace it to hopefully
  cover all the basis points due to the fact that the customer would not be
  pleased until the transmission unit was replaced with a different one.
  
  9-29-22 Replaced *** S/N
  ******* with a warranty unit S/N *******. See exhibit D and D-1 for ETE
  confirmation on sending out a new unit.  Mileage 152947.
  
  1-31-23 Customer said
  transmission was leaking.  Once
  inspected…transmission had no leaks. 
  Found transfer case fluid or engine oil wet on vent hose.  Was wet all over so could not determine if
  there was both fluid and oil on it.  Transfer
  case hose was weathered and cracked and wet with transfer case fluid and oil.  Cut the hose back to where it wasn’t
  stretched and weathered and reconnected. 
  Cleaned up fluid and oil as good as possible.  Test drove couple of times and re-checked for
  fluid leaks.  Rechecked again and no
  leaks found on transmission areas after test drive.  Mileage 156117.  We repaired the transfer case vent hose at no
  charge even if it has nothing to do with the transmission warranty.
  Please note that the
  Transfer case is a separate unit then the Transmission.
  
  Note: Customer still
  complains that the transmission is leaking, but we have had no work orders
  stating that the transmission is for sure leaking and where it is presumably
  leaking from on the transmission. ****** ****** invoice notes multiple oil
  leaks and transfer case leak.  They also
  note a transmission leak from seals. We tried talking to them, they could not
  disclose anything except that they just saw wetness around these areas.  With all the oil and/or fluid that was
  leaking all over, I’m sure everything was damp all over in that area causing a
  few drips left over from all the oil leaking. ********* ************ called and said that
  they did not find any leaks when they looked at it.  The customer actually tried to persuade them
  into falsifying their inspection to say that it was leaking.  With that information, we determined that the
  customer is just trying to play the blame game and trying to get her money back
  when she knows that there is nothing wrong with the transmission unit.
  
  We have not had the
  proper opportunity to check it to see if it is actually leaking and with the
  facts we have submitted to you, I respectfully deny any wrong doings.  The remanufactured transmission was purchased
  from ***, a very reputable company, and they have worked with us and the
  customer in a timely and honest manner for warranty work.  The warranty is still in effect for 100,000
  miles/36 months.
  
  We have bent over
  backwards for this customer to get the job done correctly and in a timely
  manner.  We perform our services with
  integrity and are always striving to make the customer happy and comfortable
  with our work. 
  
  Sincerely,
  
  Chevy *****, President
  Auto Trans Matic,
  Inc.
  ***** ** ***** ******
  *********** ** *****

  Attachments enclosed