Complaints

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:05/03/2024

  Type:Service or Repair 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.

  I purchased a rebuilt transmission. It has a problem and is non functional completely lacking overdrive and throwing engine codes. Their warranty should cover the transmission. They claim they will only cover parts. It was installed by a mechanic, not a self install. They claim autozone has a warrant that covers labor. Autozone claims they never cover or warranty engines or transmissions parts or labor but the manufacturer Moveras does. Moveras says they will cover the part, but not the labor, still rendering the transmission I bought with a guarantee it would be working or they would make it right dysfunctional into the future. The transmission was faulty from the beginning when it was manufactured. Moveras needs to immediately work out the warranty issue INCLUDING all costs associated with diagnostics and labor for the repair of this transmission with my local Chevrolet dealership, or my mechanic. My Work Order is W232118 the Sales order is SO357865

  Business Response

  Date: 05/06/2024

  I've spoken with the customer and addressed his concerns with the warranty and labor, and the issue has been resolved to his satisfaction.

• Initial Complaint

  Date:04/01/2024

  Type:Product 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.

  I purchased a transmission from Autozone in December 2023. The transmission failed in March and Moveras approved my replacement claim and sent me a new transmission, however, the issue now is my labor reimbursement claim. Moveras has said they will only reimburse up to $350.00 for labor and $20 per claim for the transmission fluid although the truck takes 12 quarts of synthetic fluid thats $12.10 per quart. According to Moveras, I am responsible for paying the shop this large part of its labor cost although its their failed transmission that the labor claim is for. Is there any way you, the BBB, can help me with this issue. The shop that changed the transmission is also a member of the BBB and are reliable and trustworthy and should not be told they will only be paid up to $350.00 for their labor. You can contact me either by phone or email; ************************** Thank you very much.

  Business Response

  Date: 04/09/2024

  The Warranty includes part replacement at no charge, if the transmission fails due to defective material or workmanship, the labor is paid at the rate of $50 per hour of All Data warranty time up to a **** of $350. plus $20 for fluid.  The defective transmission must be returned and inspected prior to any labor claims being paid.  When we ship the transmission the warranty terms are fully disclosed in an attached warranty booklet.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21513693
  
  I do not accept the business's response as a resolution to my complaint because: They reference a book(let) that informs me of their labor reimbursement cap. I picked up the transmission myself and there was nothing I had that claimed this. Had I been aware of that I would never accepted the original transmission knowing that it would cost me more. I should not be required to pay the bulk of an installation charge for a failed product.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/11/2024

  The attached photo is a picture of the transmission that we sent you, which is the installation package which includes the warranty information.  For the warranty labor claim to be paid per our warranty guidelines we would need to receive the transmission back along with the copy of the repair invoice from a licensed repair facility not an estimate.  To date we have received neither.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21513693
  
  I returned the transmission to AutoZone probably a week ago and as for the labor invoices from the shop, I emailed them to a ************************* whose title according to his emails to be is claims supervisor. I have screenshots of all his emails and screenshots/photos of the invoices that were mailed. I registered this transmission online/over the phone because I was instructed to do so by an agent/person from Moveras over the phone when it was determined that I could get the transmission that was already at an AutoZone hub rather than wait possibly weeks for one to be shipped from *************. My point is this: It seems ethical and good and fair business practice that if your product fails and needs to be replaced that your company should reimburse the total reasonable/going rate to have that transmission replaced. ******* Auto was the cheapest shop I could find by far.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2024

  I spoke to our claims rep today and she said that she received the invoice and we are waiting for the return of the transmission.  Once we receive the transmission we will pay the labor claim per our warranty guidelines.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21513693
  
  I do not accept the business's response as a resolution to my complaint because: I just spoke with Autozone and apparently the transmission has been sent to their D.C. and no time range is known when Moveras will receive the transmission. I am satisfied to know you were able to find the invoices I emailed to you. However, you stating you will reimburse labor per your cap of $350.00 is still unacceptable along with $20.00 for the transmission fluid although the truck takes close to 12 quarts which costs $12.10 per quart. I find it unconscionable that a company would force a customer/consumer to pay most of the labor to replace a faulty product of yours. I fear this may become a legal battle that I would prefer not to take on. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2024

  Those are our warranty guidelines and there will be no further offer.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21513693
  
  I do not accept the business's response as a resolution to my complaint because: Thats understood. I will continue to seek advice and guidance from the BBB and from my attorney. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/08/2024

  If Im reading this correctly, there is nothing more the BBB is willing or able to do with my complaint with Moveras, the transmission company I lodged this complaint against. I was sold a defective part, whether intentionally or not, but I, the consumer am forced to pay twice to have their transmission put into my truck, minus the up to $350.00 Moveras might reimburse me. It appears neither ethical nor fair that a company in the ************* would be allowed to treat it customers that way. I guess I understand now part of the reason for their 1.82 rating. I will never purchase a product from them and will discourage anyone to patronize them. Thank you.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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.

  Purchased transmission #1 from ****** ********* **** in ******* on 11/19/2021 for $2,705.63. Purchased new transmission cooler for $148.09. Transmission was installed by a ASE certified technician 12/8/21 - 12/15/21. After installation, car had 19 codes + check engine light. Technician called Moveras tech support. Moveras decided it needed a valve body assembly. Jan. received part and installed. Temporarily fixed issue and sent my original 2005 Mustang transmission to the company to get a $400 core charge rebate. September 2022 - Car wouldn't go into reverse. The car was out of state in *******. Problem continued to worsen, car couldn't be driven. Dec. 30, 2022, car put on trailer and brought back to ********. Called company repeatedly month of January and couldn't reach anyone. Filed warranty claim online: Sales order # ******** Serial #*******. Took over six weeks to hear from company. Sent #2 remanufactured transmission, March 27, 2023. Bought 2nd. transmission cooler, April 12 for $63.58. When transmission arrived the technician noticed an extra hole on the top and called Moveras support. Was informed sometimes there is an extra hole, just leave the plug in. 2nd. transmission was installed Apr. *****. Lasted one week. Check engine light came on and over drive light would flash, code: Shift ******************** Signature. Called Moveras, no reponse. Put in another warranty claim online 6/6/2023. Work Order # W210522 Serial # ********. Sent a wrong transmission - was for a newer model Mustang. Transmission #3 Didn't send a receipt. Bought 3rd transmission cooler on 8/1/2023. for $63.81. **************** installed transmission for $664.98. 4-5 days later, fluttering sound. Put on trailer and took back to ***'s. Technician said it sounded like a pump. Took transmission to ***** ************* had to be rebuilt $3,954.00 10/5/2023 Contacted Moveras for a refund - refused until we sent transmission back. At that point we wouldn't even have original.

  Business Response

  Date: 02/19/2024

  The customer still had a full warranty from his original purchase date of November 2021, even though the customer was no longer eligible for a full refund from the store that they purchased the transmission they still had a full warranty and could have received a replacement transmission at no charge, the customer chose to have his transmission repaired elsewhere. As a result, there is no offer of a refund.   

  Customer Answer

  Date: 02/27/2024

  This response is unsatisfactory.  We went through the warranty process 3 times and were given a bad transmission 3 times.  We had to spend extra money each time we had the transmissions installed.  We had to drive to ******* and put the car on a trailer as it could not be driven. The transmission stranded our daughter in the middle of an interstate in *******.  We are at the point that this company does not have a good product. We worked with them for over  2 years with their warranty. Their product was extremely unreliable and could have led to an accident, which it almost did as their transmission failed with her on an interstate.  Enough is enough!   We could not send that transmission back because we had already sent in our original transmission that came out of the Mustang. We are prepared to take this to court if need be.  
  
  MESSAGE FROM BUSINESS:
  
  The customer still had a full warranty from his original purchase date of November 2021, even though the customer was no longer eligible for a full refund from the store that they purchased the transmission they still had a full warranty and could have received a replacement transmission at no charge, the customer chose to have his transmission repaired elsewhere. As a result, there is no offer of a refund.   

  Business Response

  Date: 03/11/2024

  I have left a voice message for the customer earlier today in an effort to resolve this issue and am waiting for a return call.

  Business Response

  Date: 03/12/2024

  We have been in contact with the customer and explained that he could return to the store for a refund.  The customer is satisfied with this resolution.

• Initial Complaint

  Date:02/01/2024

  Type:Product 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.

  We installed multiple transmissions from moveras and left with 3warranty claims on paid and lost customers do to poor transmission builds by moveras.

  Business Response

  Date: 02/19/2024

  We spoke with the customer and processed the labor claims for the issues that they were having.  The customer is satisfied with the resolution. 

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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.

  I initially purchased a transmission from Monster Transmission on January 23rd 2023. I spoke with ***** and paid $3,805.22 including shipping and a refundable core charge of $650. My invoice number is MT555240. The initial process went great. It took a couple of months to get the transmission which I understood up front. On March 14th 2023 the transmission was installed and core returned. At about three months and a little over ***** miles of driving I experienced issues with the transmission and contacted the business to have it replaced under their "Wowanty". The process took a few more months and I received the new transmission on June 29th 2023. A shop installed it and sent back the core. I paid ********************* $1,547.88 for the install along with fluids. (The shop was a recommended shop of Monster Transmission according an email they sent me. I filed a labor claim with Moveras the company that processes the warranty claims on July 21st 2023 (claim number ******). After a lack of communication from that company I followed up with Monster Transmission on these dates amongst others: Oct. 25th (********), Nov. 2nd (*****), Nov. 14th (*********), Nov. 27th (Taz), Dec. 18th VM, Dec. 19th (******). When the transmission was received it was misplaced and according to the information I received the communication between the two companies had been on going to find the transmission. On my final call with ****** she advised I would be receiving $170 for my claim, $150 for three hours of labor and $20 for fluid. I received a check the week of Jan. 15, 2024 for this amount and Moveras claims the decision was based on alldata.com repair estimates. I tried to go to the site and validate, but it requires a monthly subscription of $189 + $39, more than my reimbursement. The lack of professionalism and dedication to customer service have left a bad taste in my mouth. I would like to be compensated for at least half of what I spent on the install of the 2nd transmission.

  Business Response

  Date: 02/05/2024

  I have attached a copy of the All **** file listing the All **** book time , whereas warranty time is 65% of the retail time.  The Moveras warranty guidelines are as follows, $50 per hour based on All **** warranty time up to a maximum payout of $300. plus $20 for fluid.  If you have any other questions please feel free to contact me @************ or ***********************************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: I have attached a screenshot from the companys site where it goes over the wowanty information.  Can you please provide the section where the 65% is mentioned? Also how often does the All **** information update. You cant genuinely use the same labor that year over year as that changes. Thank you. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/19/2024

  Our warranty states that we pay Alldata warranty time, which we paid.  The warranty time is 65% of retail book time which we paid.  In addition, the labor time doesn't change over time, it takes the same amount of time to do the repair today as it did 3 years ago.  The claim was paid per our labor guidelines.  There is no further offer.

   

   

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: Are you able to provide the section in the warranty document that states that only 65% will be paid out? 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/07/2024

  We have followed the guidelines of our warranty and reimbursed the labor claim accordingly.  We have sent screen shots of the ******* standard time and explained the percentage of the warranty time.  The customer does not accept our explanation, there is no further offer. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21168449
  
  I do not accept the business's response as a resolution to my complaint because: Thank you for providing the all data information. You mentioned that you provided the necessary documentation, but you have failed to provide any legal documentation which states that the warranty pays out only 65% of the cost. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/19/2024

  I have again attached a copy of the AllData labor time page the highlighted area is the retail labor time of your unit which AllData does not list the warranty time for installation of complete assembly without transfer of parts however if you look just above that your see where AllData lists the warranty time for complete assembly with transfer of parts, which is 3.7 hours.  Therefore, in order to resolve this issue we will pay that warranty time which means we will send you a check for an additional $35.

• Initial Complaint

  Date:11/29/2023

  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.

  In the beginning of October, I purchased a transmission through this company through the representative months of transmission. The transmission arrived completely dysfunctionable and shorting out my electrical system before this, i'd purchase another transmission from this company through their online vendor autozone, this transmission sounds like an aircraft taking off both transmissions were returned. I ended up fixing the monster transmission myself at a cost. I have over $6000. Invested in transmissions that do not work for this company.

  Business Response

  Date: 01/05/2024

  The customer purchased two transmissions from us, one of which he returned and received a full credit.  Per our warranty the customer needs to contact us if there are any issues that they are having.  We have no record of the customer ever contacted us, furthermore from their complaint it states that they went and had the other transmission repaired somewhere else without notifying us.  As a result, the customers warranty is void and there is no reimbursement for warranty labor since they did not follow our warranty guidelines.

  Customer Answer

  Date: 01/05/2024

  Yes, the transmission was repaired by myself. But monster transmission provided me with the parts that I need it and authorize me to make the repair. Because I was not taking the transmission out of my vehicle and sending it back and taking the risk of getting a third not working transmission so this repair was authorized by monster transmission. It is also sad that monster transmission represents themselves as building the transmission themselves. But it is actually done by a third party company in Vermont.  So this is a highly deceptive tactic on the part of monster transmission. They make their customers believe that everything is built-in house after Florida facility and handbill by professionals. Not people looking at computer screens who probably know nothing about a transmission and just follow instructions and are not actual train ASc certified mechanics

• Initial Complaint

  Date:11/20/2023

  Type:Product 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.

  June 6, 2023 Transmission was ordered from ***** ***** Products with a warranty from Moveras and it was received 3 weeks later. The tranmission was installed up to the point of connecting the shift linkage and found to be in the wrong position to complete installation. I contacted the company to inform them of the issue. June 22, I received a reply stating they are sending a truck to return the transmission. The shop nor I received a RMA#. June 28, the transmission was picked up, June 30 the company called asking for RMA#. We only had the ticket#, the information was given to the company and they acknowledged receipt. July 17, I contacted ***** ***** asking the whereabouts of my replacement transmission, no reply. I reached out to the company once again around mid August, could not speak with anyone only chat. September I tried again, only chat. Finally, I get a call from the company to verify VIN and I would be notified when the transmission shipped. I called the shop a week later and was told it had arrived. (No notification) I attempted to submit a claim but still didn't have an RMA#. There were many attempts to contact them and no communication on their part. I was without my vehicle for 3 months. I am seeking refund for installation costs of replacement transmission. Supporting documentation is attached.

  Business Response

  Date: 12/08/2023

  We have reimbursed the customer for the installation labor per our warranty guidelines.

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I will never purchase anything from this company EVER again! Purchased a transmission for my 2018 Yukon XL in October of 2022. The transmission was installed by a professional shop and the transmission was defective from the time I drove off from the parking lot of the repair shop. My vehicle jerked and jerked. I could not drive my vehicle because of the severity of the jump it would do when I drove it. Keep in mind I got a diagnostic test completed on my vehicle which was an additional expense that I incurred in order to prove to them that it was defective and we needed a replacement. This transmission was purchased through Autozone and I had to do a replacement warranty - it was granted and I am in the process of getting reimbursed. I spoke with a representative who gave me a "max" of what they would pay which was only $385 plus $150 for the programming fee. My vehicle is ready at the repair shop and the bill is $1950. I am a mother with children and I do not have the money to cover all of this. My vehicle is in the shop, ready to go (for a week now). It is not my fault the transmission was defective and I feel as though Moveras (whom sold the defective transmission from the initial install) should pay for the labor and reimbursements in full. I have tried contacting a supervisor to escalate the situation and I get told by the representatives that they do not have a supervisor readily available and I have been waiting on a call back since Friday (grant it, they were closing) and today is Tuesday and I have called three times to reach someone and left my phone number twice and no one has contacted me. Autozone said that it is in Moveras hands but they sold the part from the company. This is insane and I am looking for a solution to this madness.
  *Update —- They only paid $200 for labor reimbursement out of the $2900 I spent to get it fixed and programmed after they sent the wrong transmission.

  Business Response

  Date: 10/27/2023

  We have spoken with the customer and resolved the issues to their satisfaction.

  Customer Answer

  Date: 10/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/05/2023

  Type:Product 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.

  Just had THIRD Movaras transmission installed into truck and the THIRD one is bad just like the 1st and 2nd were. Have had to pay labor 3 times for transmissions to be installed and taken out because of the defective and unusable transmission that Movaras has provided.
  Transmission costs have not even been factored in yet.
  WE want a refund or a transmission that works with ALL labor being covered.
  they only offered $120 for labor which does not come close.

  Business Response

  Date: 10/16/2023

  We are working closely with the customer; we have arranged to send them a replacement remanufactured transmission at no cost and will help them with labor reimbursement for the transmission installs.  The replacement transmission will be sent out today.

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  Chose to buy the Moveras Pro transmission for the labor and milage warranty as well as rental coverage and had it installed by a professional. The transmission DID NOT WORK. They sent us an email saying a representative would reach out to us soon once the shop told ******** (dealer we bought transmission through) but they never did. I called and left a voicemail and no one got back with me. ******** ensured us that Moveras would cover the labor costs since the transmission doesn’t work and labor is covered under warranty; however they only reimburse up for $50 an hour! There are no shops in my area that charge less than $100/ hour for labor on a transmission install. So even though I have a warranty, I’m out $323 + $573 because the transmission DID NOT WORK and I will have to pay to have the replacement they’re sending installed. No where in the paperwork does it say labor is only reimbursed at a rate of $50/hour when you’re purchasing the product. I also asked about getting a rental since “rental is covered” and was informed the rental coverage is only $100. I would not recommend ANYONE buy a transmission from Moveras. Once they were informed the transmission wasn’t working and would need to be replaced, it took 2 weeks for them to finally decide they’d send us a replacement and it won’t be here for another 2 weeks so by the time I finally get it and get it put in, this whole process will be over a month. My complaint is: don’t advertise rental coverage when you’re actually only giving people $100, which will not cover a rental for 4 weeks while waiting on Moveras, and don’t advertise labor warranty when you don’t say it’s only reimbursed at max $50/ hour without putting that on the sales sheet. It wasn’t even in the fine print. I checked.

  Business Response

  Date: 10/05/2023

  We have sent the replacement transmission to the customer and we will process the labor claim payment.