Complaints

This profile includes complaints for Universal Transmission Complete Auto Repair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Universal Transmission Complete Auto Repair, LLC

  3906 Artdale St Houston, TX 77063-5248

• 

  Universal Transmission Complete Auto Repair, LLC

  9242 Westpark Dr Houston, TX 77063-5434

• 

  Universal Transmission Complete Auto Repair, LLC

  801 Cypress Creek Pkwy Houston, TX 77090-3403

• 

  Universal Transmission Complete Auto Repair, LLC

  16961 FM 1314 Rd Ste G1 Conroe, TX 77302

• 

  Universal Transmission Complete Auto Repair, LLC

  6259B N Eldridge Pkwy Houston, TX 77041-3501

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:06/20/2025

  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.

  I took my car in to get a detailed diagnosis of my transmission. ***** told me it will be a few hours and he will give me a call a few hours turned into the next day. The next day with no answers turned into the weekend. He called me on Tuesday to inform my car need a rebuild transmission, which I said OK to at first, then inform me I have to pay 3K upfront which I was uncomfortable with because I have never paid the job before it was complete. He heard the unease sound in my voice then he go and start making statements about not being able to pay if when the job is done he also started to let me know about Credit options, which I advised him. I did not need once he told me I have to pay I started to feel uncomfortable and told him no I was OK and to put my transmission back in my car and I will pick it up. He then got mad. Refused to answer any of my questions I never received the detail diagnostic. I paid $895. He was rude disrespectful And I felt like I was racially in gendered discriminated against. I end up calling the nonemergency police number due to feeling threaten and *****, refusing to give me my car keys because I would not sign the thrown together diagnosis, but I had already paid in full for my car He then decided to give me my keys, even though I had already paid. I end up having to take my car somewhere else to get it fixed, did not cost near as much as what they were asking.

  Business Response

  Date: 06/30/2025

  Hello, 

  I am sorry for your experience.  I would like to further explain since you have never rebuild a transmission before. 

  When the vehicle arrives, we must do an external inspection of the transmission.  This consist of check quality and quantity of the transmission fluid.  We check to see if there are leaks.  We next hook up your vehicle to a high tech, expensive Snap on Scanner to see if there are any electrical issues with the transmission.  Finally, we test drive vehicle if it is drivable.  He may have told you that he was going to call you the same day but sometime diagnostics take longer to do and each tech diagnose it carefully to make sure the issues on the transmission.  When he called you the next day was to tell you that you needed to do an internal inspection. The next step is a RDI.  There is a fee for RDI, (remove, dismantle, and inspect).  It takes 8 hours to remove the transmission, inspect all internal parts, reassemble the transmission and finally install it back into the vehicle. The diagnostic report you say that was given to you "thrown together is a hand written note which the both technicians write there recommendations. I have them manually write it so there is no confusion on who wrote and who said what was the issue with each diagnostics.  

  The price he gave you was for a REBUILT TRANMISSION not a used one.  If you say that you did not pay as much, its because you probably got a used one or patched transmission.  This is not the same that we were going to provide to you so before you state price is an issue, I wanted you to make sure you understand.  

  I am a Hispanic, woman owed business and racism is not what happened here.  I take offend by your comment! 

  I am glad your transmission issue has been resolved.    

• Initial Complaint

  Date:05/17/2025

  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.

  Our vehicle was left for 6 days at the shop nothing was fixed they insisted that the parts were taking longer but they had told us that the part would be there on Friday and unfortunately it was not. They wanted to charge extra for an insignificant part of $2,700 after we were told that the problem would only cost $4,800 we had to pay $1,700 just to get our car out of the shop without anything being fixed. If we didn't pay the 1700 they would not release our vehicle.

  Business Response

  Date: 05/30/2025

  Hello, 

  I am sorry to hear this.  Could you please tell me what location did you take it to and who was the manager you delt with please.

  Thank you!

• Initial Complaint

  Date:03/26/2025

  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.

  We contacted this company and were told a Transmission diagnostic would be 800 dollars plus free tow to their establishment. We were then told the Transmission was no good ( the transmission was bought 3 weeks before new) we were then told it would cost 6500 to repair. We decided not to proceed and asked for the vehicle to be towed. We were then charged 1350. I asked for a detailed bill and was told "I have you a bill" I asked for an itemized bill. Then the man shouted at me you got 2 tows. I wanted to know why if the original tow is free and it doesn't state on their website free tow with completed job. We were then given the vehicle with no Transmission or drive shaft or transfer case. The tow truck driver scratched the vehicle. We asked for a discount due to the damage and for the original tow to be taken off. We have tried calling several times and still cannot speak to anyone there.

  Business Response

  Date: 03/27/2025

  Hello, 

  Could you please tell me what kind of car, what location you took the vehicle to and who did you speak to please?

   

  Thank you, 

   

• Initial Complaint

  Date:12/09/2024

  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.

  November 4, 2024 video was recorded after the transmission was broken down and put back in on my 2028 Buick lacrosse. The video shows how the car still stalls and jerks while driving but the manager and mechanic lied and said no it didnt happen and once they were informed it was recorded and on video they remained silenced. The car still wasnt running properly so we brought it back on November 11, 2025 and when we came it noticed parts were missing under the hood and now my from number hangs off on the driver side. I also have a video interaction with the manager and he clearly is so rude, didnt want to acknowledge the issue and just kept saying there is nothing wrong with the car. Causing us to have to take to other mechanic shop and it still is being worked on because the manager was so horrible I cant even go back there to get the transmission programmed that was supposed to to be programmed when he first put it in and now we have missing parts only from what we can see and he still refuses even after recording everything. He refused to even give me paper work. So I dont have receipts or anything because we used silver rock.

  Business Response

  Date: 12/11/2024

  Hello, 

  I would like to help you.  Could you please tell me which location you took your  car to and who is the manager that helped you with this transaction so I could get more details please?

  Thank you, 

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my issues. It was at the westpark location.  **** directed me to go to the *. ******** to see ****. But parts are still missing on my car and they are looking into the transmission as of today. I still need the transmission to be programmed and parts replaced. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/18/2024

  Thank you for your response.  I spoke to the manger who was working with you on your situation on your vehicle.  ******* said that all your parts were given to you and the job was completed.  Prior to you taking your vehicle a final test drive was done with you in the car, *******, and one of the owners.  My partner informed me that he drove your vehicle and it was shifting in perfect conditions.  He said that the transmission shifted beautifully and nothing was wrong with your transmission so they turned the vehicle over to you.

  They mentioned that the original job was done at an A+ Transmission, another of Silver Rocks vendors and that the police was called out after the customer hit someone at A+.  A+ voided the warranty with him and send him to us.  

  We rebuild the transmission and gave the vehicle back to the customer.  Customer returned and we rechecked the vehicle and found nothing wrong with it again.  Customer became very violet and rude.  Police was called out because customer broke front door at the shop and on another day thru everything off the desk of the manager.  If customer continues to harass us, it gives us no choice but to void the warranty out with them.   

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I tried working with the owner **** about the car not being properly worked on. The car was returned with missing screws, parts were zipped tied back together, multiple sensors were left unplugged and it messed with my suspension and parts that made the car level out when going over bumps. I recorded and have pictures that are time stamped about this. Ive given them multiple chances to repair the car and replace parts but they were racist towards my husband who is black. They said the transmission they worked on was nothing wrong and less than 24 hours later different locations found multiple things that was wrong thats why they had to worked on my car twice and the car still shows that the transmission still needs work and now our suspension is broken. We did not have any suspension problems before universal transmission worked on our car. Codes are still showing on my car. *** requested paperwork from both of their locations and I was denied every time. I cant even tell you exactly what they did on both time and when I asked about what program was done on my car I get a vague response like it has been recalibrated. The owners are liars who do not take responsibility for their mechanics damaging the car while they had it. I know this is a repeated behavior for this business not only from their reviews through BBB but also online through ****** and yelp. Ive currently in the process of filing a civil suit against them because I was charged for a service that didnt change our problem instead got my car back in worst condition then before I brought it to them. They lie and say theres nothing wrong with the car but 24 hours later multiple codes are popping up after both times theyve worked on my car. 

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/28/2025

  Met with customer.  They want us to lie to where they purchased the car and tell them that the car is no good so they could change the car.  We test drove the car, and there is no transmission issues.  We told customer we would not lie for him and he stormed out angry.

• Initial Complaint

  Date:10/04/2024

  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.

  About five days ago I took a 1997 **** Econo L 150 Cloud Wagon for a transmission problem and the car was delivered to me in worse condition than when I took it to them. They are located at **********************************. The truck was in much worse condition than when I took it to them previously, that is why I am complaining. I take responsibility for my words because what happened to me is true and I can show you with evidence of the terrible job they did. Please, if someone can help those of us who have been victims of these people. They do not do their job well since they only charge for a service that they do not do well and they charge a lot of money for doing something that they leave in terrible condition. I believe that I and several other people have been victims of these people from Universal Transmission.

   

  Translation:

   

  Approximately five days ago I took a 1997 **** Econo L 150 Cloud Wagon in for a transmission problem and they delivered the car to me worse than I took it to them, they are at ********************************* The truck was much worse What I took them from before, that's why I'm complaining. I take responsibility for my words because what happened to me is true and I can show you with evidence of the terrible job they did. Please, if anyone can help those of us who have been victims. of these people who do not do their job well since they only charge for a service that they do not do well and they charge a lot of money to do something that leaves it in terrible conditions. I think that I and several other people have been victims of these people from Universal Transmission

  Business Response

  Date: 10/08/2024

  Hello, 

  I am sorry that you are having issues with your vehicle after the transmission has been rebuild.  I am requesting that you bring the vehicle in so we could fix it under warranty.  We are open Monday-Friday 8-6pm and Saturdays 8-1pm.  Please make arrangements to have the car dropped off so we could repair it.  

  Thank you,

• Initial Complaint

  Date:09/11/2024

  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.

  On January 4th, 2024 I took my ****** versa to universal transmissions to get checked out since it was having mechanical problems. They determined it was transmission issues, they told me it was going to cost me 4100 which I paid on January 5th, 2024 they told me the repair was going to take from 1-2 weeks. It ended up taking 6 weeks to get my car back. During those 6 weeks I received all kinds of excuses as of why the repair was taking so long. On February 16th I went to pick up my car, then on March 2nd I took it for a warranty check and they said everything was working fine. I have a 1 year warranty. So now again 6 months later my car stopped working, I had to get it towed to Universal Transmissions on August 16th. My car has been there since then. I haven't received any call from them to inform me the repair status. I've had to go in person to get updates, the last thing they told me was that they order the part they needed to fix my car but the wrong part was sent to them, this is the 2nd time I hear the same thing. At this point I do no trust what they say. I truly need help in solving this matter. That is my work vehicle. I cannot afford to continue losing income.

  Business Response

  Date: 09/20/2024

  Hello, 

  Thank you for bringing this to my attention.  I have contact the manager and technician to ask about your situation and they explained to me that at first we were waiting for parts to come which took longer than expected. Once the parts came in, they went ahead and rebuild the transmission and when they took it for a test drive, we were getting codes coming from the transmission.  The technician determined that the problem is now electrical.  We have our guys working on your vehicle everyday. Your vehicle should be done next week.  I apologize for the inconvenience, but we are doing our best to get your vehicle up and running.  ***** and I called you this past week and you were unavailable to speak.  We will call you once your vehicle is ready.

   

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  The whole response seems to be INCORRECT & INACCURATE.

  This past Friday September 20th around 4pm i was informed by Mr ***** that my car was ready to be picked up. Saturday morning I went to pick it up at a different location on ******** Before leaving the shop I noticed some damaged done to the shift stick *** and I immediately made the staff & also Mr ***** aware of that, he asked for me to send a picture and he said he was going to look into it. Sunday while I was test driving my car I noticed some noise similar to the noise it was making when I first took it to them in January. I contacted Mr ****** he advised me to take the car back to be checked one more time. Today Monday 23rd around 2pm I took my car to the same shop @******** The lady there told me I had to wait 15min for the mechanic to make it there. Then those 15min changed to 1hr and 30min, afrer that 25 more minutes waiting. The mechanic made it there and checked my car he said it was leaking transmission oil, after waiting for him to repaired it I ended up with no choice but to leave my car there. 

  Like I mentioned, the business response its completely inaccurate. In addition I was never contacted my neither the person responding to my complaint or Mr ****** I can provide phone records as a proof of my statement. 

  At this point I have absolutely no trust in Universal Transmission. My car is still on their hands with no finalized repair date. Seems to me completely unfair. Im requesting a refund since the repair was never performed correctly. 

  
   

  
  

  Business Response

  Date: 09/30/2024

  Hello, 

  I have spoken to ***** and he said he gave you your vehicle in working conditions and that you and him has been in contact with each other.  I have assigned him to help you with future issue if you have any.  He has my authority to help you resolve any issues.

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

  I don't know who is replying to this complaint seems to me that you are not fully aware of the sitiation. Mr ***** has never reached out to me, I've been always the one contacting him to get answers about the repair status. Yes, I received the car but it still has transmission issues. The repair services I received are very very poor, my car keeps breaking down. Im seeking legal help since contacting BBB hasnt been enough.

   
  
   

  
  

  Business Response

  Date: 10/14/2024

  I spoke to ***** and he said that he spoke to you several times, rather it's you reaching out to him or he to you.  If you still have transmission issues, you could bring it back so it could be repaired under warranty.  ***** said that you have his direct number, ************. 

• Initial Complaint

  Date:08/27/2024

  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 brought my car to Universal Transmission (UT) because their website (*****************************************************) advertised promises such as Your Trusted Transmission Specialists, Very quick turnaround due to our parts store., ************** done right the first time, *************** for ***************************** (this phrase recently removed), and to ensure that our service exceeds your expectations.I paid UT $6,148.51 on 9/22/23 to rebuild the transmission. In the last 11 months, however, I have had to return my car multiple times for repairs, resulting in a total of 86 days without a vehicle, and resulting in a transmission in WORSE condition than just before I brought it to their shop. They only allowed free rental car service for 5 of those days, and they rarely had shuttle service available. Including car rental fees, **** costs, UTs costs, and additional 3rd party opinion costs, Ive spent over $8,000 due to this transmission issue, and STILL do not have a working transmission, while simultaneously experiencing the LOWERING of the value of my car by $10,000 since the issue still exists. I have since learned through ****** reviews that there are MANY others who have been swindled by UT. ** is NOT comprised of the competent experts that they claim to have, and their website is full of false advertising since they do NOT honor or exhibit several of the services and statements that they mention on their website. I believe they perform band-aid fixes that do not reflect the quality that their customers paid for and were promised. Since I no longer trust UT to be able to properly fix the transmission, I am asking UT to perform 1 of 2 possible resolutions:1.A complete refund of the amount that I have paid them ($6,148.51), since the services rendered have not resulted in any long-term solution as expected, or 2.Payment to my local ***** dealership for the full costs necessary to have my transmission replaced by *****, amounting to $7,181.05.

  Business Response

  Date: 08/30/2024

  Hello, 

  I am sorry that you are having problems with your vehicle.  Our warranty is in store only.  You can bring your vehicle to any of our locations and we will be happy to repair it under warranty.  The warranty does not include another shop working on your vehicle and we pay them.  You can bring the vehicle to any of our shop, or have another shop remove unit and sent it to us so we could repair it.  That is the warranty you signed.  Thank you!  

• Initial Complaint

  Date:02/26/2024

  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.

  On the 6th of February 2024, while searching for ***-certified mechanics on the *** website I somehow was redirected to Universal Transmission whos website claimed to offer a free diagnostic, free towing, and a free rental car. As a disabled person with a limited budget, I contacted Loui who said he was the manager, and I explained how essential my vehicle was to me as it was my only means of transportation to and from medical appointments. I also informed him that my car was stuck in the park position, and I couldn't drive it. Loui reassured me that I shouldn't worry as the towing would be free. During the pick-up, I notified Loui that I had a doctor's appointment, and ******** would be present with the keys. However, the driver of the tow truck pulled my car onto the flatbed forcefully, even though the wheels were locked in park. My vehicle was damaged during the tow and dismantling as a result of this tow, including two rocker arms that need to be replaced, the front left hub assembly, and the speed sensor. Loui had initially assured me that I would be informed of the specific repairs before any work was carried out. However, after the engine and transmission were dismantled, the estimated cost was quoted at $4500. Although I requested a discount, it was declined, and the owner was reportedly out of town. Loui instructed me to pay $800 in cash to retrieve my car. I remain uncertain if all parts belonging to my car were returned, as the employees of Universal Transmission threw the removed parts from my engine and transmission in the back seat. The transmission fluid and oil leaked during the repairs, and the resulting mess made my seats and carpets dirty and smelly. The smell is so pungent that it resembles cat urine, and I doubt if the scent will ever dissipate. I have been without my car and incurred $800 in towing and diagnostic fees, which were initially advertised as free. I am apprehensive if my car will ever be fixed and restored to its former state.

  Business Response

  Date: 03/06/2024

  Hello, 

  I want to address all your issues in this message.

  First, I have no control and don't know what you click on to get onto my website.  There is no way I could make or create a false link from AAA to go directly to my website.  It is ludicrous your accusations.  

  Second, you agreed to an RDI, please see invoices attached.  RDI means - Remove, Dismantle, and Inspect.  It does not mean reinstall.  If you wanted it to be reinstalled you needed to pay extra labor to do so.  It takes hours and tools to remove your transmission, to dismantle the transmission, and inspect.  My guys do not work for free.  Everyone works for a salary.  

  Third, you agreed on the repairs, then on another day, called and said you changed your mind.  The parts were ordered and then we needed to return the parts to get credit and the vendor charges us restocking fees.  

  Four, we agreed that you were not going to get the job done.  The amount of money you were charged was what you and **** discussed. 

  Fifth, If you did not pay for to reinstall your transmission, where do you want me to put all your parts.  They were all given back to you, you were told about the charges, and you agreed.  Your parts did not all fit in your trunk, so where was I to put them.

  You won't get a refund because you paid ONLY for what was agreed.  Thank you

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  My statement says I was on AAA website and SOMEHOW I WAS REDIRCTED to YOUR website where it said you offered free towing, free rental car, and free diagnostics.  Second, the towing took place on the 6th, not on the 5th, and my vehicle was in your repair shop for about 4 hours. I did not see anywhere I signed for the disassembly of my transmission and to being thrown in the back seat if I did not agree to the $4500 price. I did see a warning that my O2 sensors are faulty. It was your technicians who took my vehicle apart and left the motor hanging just hanging when they took it apart. Could you please show me where I signed and agreed to have it taken apart. Now that I've taken it to the dealer, I'm being told the motor is no longer good. Your reply doesn't sit well with me since you didn't try to contact me as I requested with Lous and Arnuflo to please give me someone's number so we could discuss this situation before I proceed. The facts are that you don't even know what happened. I didn't ask for a full refund but I am now. 
  
  

  In order to resolve this issue, I request your company to pay half of the amount my ********* dealership will charge me and to refund half of the $800 I paid in cash because I was informed "only cash will be accepted" If I had been offered other payment options, I may have been able to complete the job there. It was because of the way my vehicle was forced onto the tow truck while it was in park that I changed my mind the same day. It does not make sense for me to trust your company with the transmission of my vehicle if you do not care about it. 

  
  I look forward to your reply and a resolution to my problem. I will wait until 3/21/2024 before I contact my state consumer protection office or get other help.
  
  Sincerely,
  ******** ******** not Gonzalez 
  
  
   

  
  

  Business Response

  Date: 04/03/2024

  Hello, you only authorized a RDI which is remove, dismantle and inspect. It takes two different technicians to complete this task. The first must remove the transmission which takes about 4 hours to remove. Next the other tech must dismantle and inspect all parts one by one especially the valve body and solenoids. The must be tested one by one in order for us to know if they need to be replaced. This takes that tech a couple of hours to conclude what all is needed to fix your transmission properly. Once we have you a price, you said yes to fix it then called us back and said you changed your mind. You mentioned that we only accept cash. That is not on the text. He said bring cash however we do have other method of payment which is credit card and three finance companies. I am sorry that you decided not to fix with us but we could have had you back on the road in no time. A refund would have been an option of and only we worked on your car but all we did was a diagnostics and that is all you paid for. 
  If there is anything we could do to help you out please call us. If you dont want to go to the westpark location, we have another one you could go to. 
  Thanks. 
  

  
  

• Initial Complaint

  Date:12/26/2023

  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.

  I was told that I would have free towing and diagnostic by the shop manager, Luis. On November 25,2023 I sent my car to the repair shop. Luis told me that he had to break my vehicle down to see what’s completely wrong with it. I again asked how much would that be, Luis stated “don’t worry about that, I got you” He performed the diagnostic test and quoted me $4,500. I told him I couldn’t afford that, so he lowered the price to $2500 for a transmission rebuild. I turned that down also, so he sent me a link to apply for a loan. I was denied of the loan. Luis proceeded to get mad after I told him I would pick my car up and try somewhere else. He charged me $650 for the diagnostic and breakdown. plus towing. After searching other places, I found someone in my budget to do the work. I communicated that to Luis, and he stated he’d lower the price to $700 to do the work. I approved it and purchased a transmission. He installed it, but I didn’t work. He tried to overcharge on transmission fluid, I told him I would purchase it myself. I asked him for a picture of the VIN #, he yelled at me “OH MY GOD!!” so he said I’d have to take it to an electrical shop. He told me I needed to pay an additional $150 to diagnose the transmission. I called the vendor who I purchased the part from. They stated it’s a brand new transmission, it just needs to be programmed. I communicated that to Luis, he said “that makes sense I didn’t know that”. After going back and forward, about unnecessary charges the owner got involved. They stated they would outsource someone to do the reprogramming but they never did. I was charged $250 for that service and it did not happen. My car is still not working and I had to move it to another shop

  Business Response

  Date: 12/26/2023

  Hello Gene, 

  You and I spoke on the telephone and in person about this situation.  We both made an agreement on waiving the gear shift job that Luis had sold you. I made the final agreement with you on getting your programming done.  I mentioned prior to doing the work that we felt that the programming was not going to work.  You said you understood and wanted us to program it anyway per the salvage yard you purchased your used transmission.  We only charged you for the installation and the programming that the authorized technician charged us. 

  There is no refund because we agreed to this, you and I. 

  Thank you, 

  Mimi

• Initial Complaint

  Date:12/02/2023

  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.

  11/9/23 took car for diagnostics
  11/10 they called needed last four of social for $895 diagnostic charge that would be credited to final balance 11/11 stated 4808.53 to rebuild transmission pulley system would not be cheaper to replace. Breakdown: $2922 parts, $1460 labor, 325.36 ****** tech programming, 101.17 fluids. Would try to have done by November 14th end of current rental contract. Had apply and send approval for synchrony credit.
  11/17 contacted them stated just waiting on a tech from ****** to come out to complete programming. Stated they are on a rotation between different garages if not there by the end of the day today would be there on Monday 11/20
  11/20 contacted main guy Scott is not in but they are waiting on a part and would return call 11/24 talked to Scott main guy stated they are still waiting on a tech from ****** to come out to complete programming still 12/2 I called several ******s to see how techs work and why this would take so long. All stated that ****** techs never go to other shops to program cars must be brought to them. If I am being told this it is a blatant lie. Called Universal worker stated Scott was not in. Geo stated they started test driving yesterday and it is shifting but something is still off with adapters need another day of test driving. I ask if he could verify for me that a tech from ****** specifically had reprogrammed my transmission and he stated yes but he wasn’t 1000 percent sure on everything that was done because he was in between shops Scott would call me back. I asked specifically if the programmers come directly from ****** and he stated yes.Never received a call back from Scott so I called again. Geo answered and I asked for Scott he put me on hold stating he would get him. He came back and stated Scott was out for the day. Geo said an axel is leaking. Warranty to replace and it will be delivered by 12/4. Ask about rental bill since website says free and I was told repairs would be done 11/14. COVID

  Business Response

  Date: 12/11/2023

  Hello, 
  I have read your complaint.  I am so sorry for what has transpired.  I am putting my hands in this case.  I will make sure your car will be fixed as soon as possible and correctly.  We will be in contact with you.  Again, I am sorry and let me see what I can do for you.
  

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  I was without a vehicle for two months and had to incur the cost of a rental despite their website advertising 2-3 day turn around and free rental. Their late receipt of the complaint does not change this
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/31/2024

  Hello, 

  I understand it took longer to get your vehicle ready, but we tried to get it back to you as soon as we can.  We stated your warranty all over again when you picked up your vehicle.  This is what we did to accommodate you.  I am sorry, but that is what we offered you and you said ok and we adjusted your invoice.   

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my 
  
  
  No resolution
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 02/16/2024

  Hello, 

  Your vehicle has been delivered to you.  We do not reimburse for loss pay, rental after the initial contract was done.  If you had needed car rental, we could have supplied it at the time of service.  Your vehicle has been repaired and delivered.  I am truly sorry that it may have taken longer than usual, but sometimes unexpected things happen.