Complaints

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• Initial Complaint

  Date:06/30/2025

  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.

  ?On June 4, 2025, I brought my 2003 Highlander in for a diagnostic test of the transmission to determine if its condition warranted spending any more money to repair a 22 year old vehicle.The test said the problem was the knock sensor and I was told that was the problem, not the transmission.They said that while they were in there they could tune everything up and it would be fine. Cost $2010.I okayed the work and several days later when it was finished, they said that actually it was the transmission and that would be another $7,000.I would not have spent more than the diagnostic test charge, had I not been wrongly informed by their misdiagnosis.When I disputed the charges they claimed there was no way that they could tell without doing the other work. They would not reduce the charges.I feel the whole point was diagnosing the problem, so as not to waste money on something more expensive than the vehicle itself.The following day the car wouldnt start and I had to have it towed to LA Auto, where they said Dustys had not attached the ground wire.I was left with a non functioning car and a $2000 bill.There was no warning that you cant depend on their test.I feel the diagnostic test was a scam and now I am without transportation.I agree that I should have to pay for the diagnostic test, but the other $1,650 was their misdiagnosis.I also feel that they should not be allowed to do this to others.

  

  Business Response

  Date: 07/03/2025

  When we performed our diagnostic inspection, we found a P0325 trouble code, which points to a faulty knock sensor circuit. This is very common on these ****** V6 engines (known as the 1MZ-FE). ******* own technical bulletins explain that when this code is present, the vehicles computer goes into a fail-safe mode to protect the engine. In fail-safe, the computer ******* timing, cuts power, and importantly disables overdrive and torque converter lock-up to lower stress on the engine. Because of this, the transmission wont shift into overdrive by design, not due to a mechanical failure.
  
  At the time, there were no transmission trouble codes and no signs of internal transmission problems that could be identified due to the failsafe condition. Based on ******* documented strategy, we recommended replacing both knock sensors, which required removing the intake manifold. The customer additionally approved the repair, along with a coolant flush, engine oil change with filter, and power steering flush as well at a total cost of $2,085.41. 
  
  After we completed the repair, we cleared the trouble codes and took the vehicle on a long road test. The overdrive gear was now working correctly,confirming that fixing the knock sensor issue had resolved the original complaint.
  
  However, now that the vehicle was out of fail-safe mode and shifting normally, a new issue became apparent. On upshifts from second to third gear,the transmission began to buckle and engage harshly, which is a classic sign of forward clutch wear or failure inside the transmission which was confirmed with further testing that was also not charged to the customer and performed as a courtesy. This is a known problem on these Highlanders with the U151E transmission, especially at higher mileages. Unfortunately, this problem could not have been seen before because the cars computer had been deliberately preventing it from even reaching those shift points under fail-safe.
  
  To help with the unexpected expense, we offered a $1,000 discount off the price of a complete transmission replacement as a courtesy towards the customer. 
  
  In reality, the original issue the lack of overdrive due to failsafe conditions being set was resolved by fixing the knock sensor circuit,exactly as ******s technical data outlines. Only after this repair did the unrelated internal transmission problem show itself, which was previously hidden by the computers fail-safe programming. It is also important to note that two problems with a vehicle can exist at the same time within two separate systems, one being masked by the other. 
  
  Throughout this process, Dustys Transmissions acted with full transparency and followed ******* documented repair and diagnostic procedures along with their own diagnostic inspections as well. We even offered a substantial goodwill discount once the separate internal transmission issue was discovered. We stand by our diagnosis and the quality of our work, and we remain committed to fair, professional service for all of our customers. A starting issue was never identified during the time the vehicle was inspected or test-driven post-repair which was done several times to identify the masked shift concern. If the customer was charged for repair or inspection at a separate automotive repair facility and was caused by workmanship from our facility the customer will be reimbursed if receipt is provided for the cost of inspection and re-hooking up a ground wire. To this date the customer has not notified our company of the situation involving another automotive repair or money having to be spent to correct any of the work performed at our facility.