Complaints

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• Initial Complaint

  Date:05/16/2025

  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.

  Subject: Ongoing Transmission Issues After Rebuild Torque N Bend Transmission, Bend, OR To Whom It May Concern,I am writing to formally file a complaint against Torque N Bend Transmission in ****, ******, regarding unresolved and recurring issues with our vehicles transmission that persist despite a recent ********** February 2025, we had our transmission rebuilt by ***************************** due to a serious issue where the car would clunk and lose power when accelerating. After the repair, the same issue continued, and we have had to return the vehicle to the shop three times for the same problem.Despite our repeated visits, the business has continually denied that the issue is transmission-related. Most recently, they referred us to *********** of ****, where we paid for repairs to the cylinders and spark plugs. Even after those engine repairs, the original problem has returned. On May 13, 2025, the car again clunked and nearly came to a full stop in the middle of the highway during acceleration the same dangerous issue we initially brought the car in for.We returned the vehicle to Torque N Bend Transmission immediately, but they insist the problem is still not transmission-related and refuse to make any further repairs. However, this was the exact issue that led them to diagnose the transmission as failing in the first place, which is why we agreed to the costly rebuild.We believe the business has failed to properly diagnose and resolve the underlying issue and is now refusing to stand behind their work. We are concerned for our safety, frustrated by the lack of resolution, and are seeking assistance through the BBB.We respectfully request:A full re-evaluation and proper repair of the transmission issue under the terms of the original rebuild warranty, or A refund for the transmission rebuild cost if they are unwilling to correct the issue.We have receipts and records of all visits, as well as documentation from *********** of Bend, available upon request.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to this complaint. At Torque N Bend Transmission, we are committed to professionalism, honesty, and standing behind our work.
  The vehicle in question was brought to us in February 2025 with symptoms of delayed acceleration and slipping gears. After a full diagnostic inspection, we determined the transmission was failing internally and recommended a full rebuild. The customer approved this repair, which we completed. Since then, the transmission has performed properlyshifting smoothly, with no slipping or delays.
  Following the repair, the customer returned to our shop multiple times reporting that the vehicle still felt like it was losing power or clunking. We reinspected the transmission on every visit and found no faults or signs of failure. Instead, our diagnostics pointed to engine-related performance issues, which are completely independent from the transmission system.
  To help the customer, we referred her to *********** of Bend, a trusted shop that handles engine diagnostics and repairs. They confirmed the vehicle was misfiring due to issues with the cylinders and or spark plugs, which they repaired. The customer is now experiencing the same misfires that we initially referred her to *********** for. One of our employees followed up with ***********, and they mentioned there may be a minor engine issue still present, which they plan to evaluate during her scheduled appointment on May 19, 2025.
  Its important to clarify:
  We did not work on the engine, only the transmission.
  The transmission and engine are two separate systems, each requiring different expertise.
  There is no codes coming from the vehicle that indicate the current issue is transmission-related.
  All professional inspections, including ours and ***********s, point to engine-related problems.
  We understand that ongoing vehicle issues are stressful and inconvenient. However, this is not a result of any failure in our work or misdiagnosis. The transmission we rebuilt continues to function correctly. She continues to have her warranty on the vehicle valid through February 2027. There are no signs of slipping, hesitation, or mechanical damage to the unit we rebuilt.
  Weve inspected the vehicle multiple times free of charge and have done everything in our power to assist. As such, a refund is not warranted. And none of the repairs that are being demanded are covered under the TRANSMISSION warranty.

  We are always happy to revisit concerns if new information arises from a LICENSED professional.
  Sincerely,
  Gabby ***************start="2808" data-end="2811"> Torque N Bend Transmission LLC
  *******************************************
  Bend, OR 97701

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23329810
  
  Thank you for the response, but I do not accept it.
  I am rejecting this response because I believe the transmission was never malfunctioning in the first place. The original issueloss of power and clunkingthat led me to bring the vehicle in was not resolved by Torque N Bend Transmission. I continued to experience the same problems even after a full transmission rebuild, which cost me thousands of dollars.
  
  It was *********** of Bendthe shop I was referred to after multiple return visits to ********************************* finally fixed the issue. Their diagnosis and repair were engine-related, and after their work, the car ran properly. Based on this, I strongly believe the transmission was not the source of the problem, and that I was charged for a repair that was unnecessary.
  
  Additionally, I have yet to receive any specific proofsuch as diagnostic codes or detailed findingsthat confirm the transmission was faulty when the vehicle was brought in. I have asked for that and still expect a response.
  
  This is not a dispute over what the transmission warranty coversthis is about whether it should have been rebuilt at all. I am not disputing engine vs. transmission expertise. I am disputing the accuracy of the original diagnosis and the necessity of the costly repair.
  
  Unless verifiable documentation is provided showing a legitimate transmission failure, I stand by my complaint and will not remove the BBB report or related reviews.
  
  Sincerely,
  Stevi Forbes 
  
  
  

  Business Response

  Date: 05/30/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to Ms. ****** ****** continued concerns.
  On Monday, May 26th, 2025, at 8:37 AM, Ms. ****** sent us a formal follow-up email (included below) reiterating her request for specific documentation regarding the original transmission diagnosis:
  
  Email from ****** *** ********* (******)
  Mon, May 26, 8:37 AM
  Im formally reiterating my request for the following documentation:
  Diagnostic trouble codes (DTCs)
  Line pressure readings
  A detailed inspection report or notes on any signs of failure
  Please consider this a final request. I expect to receive the requested information no later than Tuesday, June 3rd, 2025.
  
  We have taken her timeline seriously and have provided all available diagnostic documentationincluding the original work order and inspection findingson Friday, May 30, 2025, in advance of the deadline she set: June 3, 2025.
  

  It is important to clarify the following:
  When Ms. ****** first brought her vehicle to us in January 2025, the transmission was slipping on the 23 shift, and the transmission fluid was burnt. Upon disassembly, we found damage to the 3-5-R clutch packa common failure point in this transmission model. The internal damage necessitated a full rebuild.
  She returned to us twice after the repair: first in late February, when we diagnosed an engine misfire, and again in mid-May. Neither visit revealed any new or unresolved transmission issues.
  The cylinder 5 misfire ultimately repaired by another shop was consistent with our own earlier findings and unrelated to the transmission rebuild.
  We understand Ms. ****** now believes the rebuild was unnecessary. However, based on our original diagnostic findings and the condition of the internal transmission components at the time of service, we stand by the necessity and quality of the work performed. The requested diagnostic report has been delivered to her as promised.
  To help resolve this matter in good faith, we have offered Ms. ****** a $2,500 buyout of the remaining transmission warranty. This offer is valid through June 6, 2025, and would serve as a full and final settlement. If accepted, Ms. ****** would be relinquishing any and all claims related to the transmission services performed by ****************************************** we respectfully emphasize that we are fully complying with the timeline Ms. ****** established. We have not refused to provide documents; we are acting within the agreed timeframe and have delivered the requested materials as of May 30, 2025.
  Sincerely,
  The Torque n Bend Transmission Team