Zrams, Inc.

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Complaint: ***
I am rejecting this response because: The transmission is slipping under acceleration load, it also has delayed accelerationThe transmission has a clunking noise when you slow down and back on the gas, also transmission has a bad delay in second gear when I slow down to make a turn and when I get back on the gas it seems the transmission is in the wrong gearThe car has a low rumbling noise coming from engine area ever since they put in the second transmissionThey had my steering wheel at a degree angle which they attempted to fix, now it's turned the other way but not as badKevin does not know how to check for a transmission problems or he's afraid to put the transmission through a test in my presentI asked him to put the car in second gear to hear the clunk noise from backlash in Transmission and he was scared like the transmission was going to blow up, he stopped the car first then put it in second gearWhen I asked him to put it in second gear we weren't going that fastKevin began to tell me you don't put the car in second gear when it's moving, I asked Kevin if he ever heard of down shifting to slow a car down? Then he schooled me on how to drive like I was years old driving for the first timeTo test my transmission there is no need to abuse my car, I had to tell Kevin several times to slow down because he was driving so fast on the back roadsThis is why my car was so hot when I picked it up after the second transmission installation, they abuse your car when test driving it.The inspector they sent works for AAmco indirectly and he doesn't check the transmission out like if he was going to buy the car himselfHe drove very slow and light on the gas pedal to avoid and issuesThe first time out with him ( First Transmission) I told him what to do with the downshifting the transmission and he agreed there was a loud clunk in second gear and less in third and fourth gearThis transmission (Second Transmission) is worn badly and I will never take it to another AAmco for it to be checked outI will take it to an independent transmission inspector and agree to pay for the service if I am wrong but if I am right AAmco pays for it.Regards,
*** ***

Dear Sir/Madam: Please see my attached response along with RO#111360 - Exhibit A. Any questions please let me know. Yours Sincerely,Kevin Butt

Aug 1, 2017 Dear Customer: We have received a phone call from you concerning a reported problem with the latest replacement transmission that we installed in your vehicle on 07/18/2017. As you know, we installed a good used transmission that we obtained from a reputable, nationwide supplier with a...

12 months unlimited mileage warranty on parts and labor.  You reported a problem with the first transmission that we installed in your vehicle before. Our supplier’s inspector came down to verify the problem, took your vehicle on a test drive and then determined that it needs a replacement transmission. The supplier provided us with another good used transmission and we replaced for you under warranty on 07/18/2017. We road tested your vehicle after the second transmission was installed and determined the replacement transmission to function properly. You are also aware that our supplier’s inspector had recommended additional axle repairs to your vehicle which you declined to obtain. You also requested reimbursement for a mount bracket that you had replaced which reimbursement we provided as a courtesy to you. Pursuant to your agreement with our facility, you have agreed to present your vehicle to our facility for any reported problem associated with the performance of your replacement transmission and we have agreed to repair or replace any defective workmanship or material.   Inasmuch as you reported a problem with the second transmission, we asked that you bring the vehicle back to us and then you brought the vehicle back to us on 07/25/2017. That day, we performed the wheel alignment to take care of the steering wheel being off. We went on a test drive with you and noticed no transmission problems. Transmission is shifting correctly and vehicle is driving great. We said that if you are still not satisfied, then you are most welcome to take the vehicle to another Aamco in the close vicinity and get a second opinion and you declined to do so. To further address your concern, we contacted the supplier again and asked them to send a transmission inspector who can come down and also go on a test drive with you to determine if there are any transmission problems. 08/01/2017: The inspector from our supplier came and went on a test drive with you. The inspector did not notice any transmission problem and said that the transmission is shifting fine. You have a 12 months unlimited miles nationwide warranty on the used transmission and workmanship. We are here to address any issues that you have on the repair that we have performed. Please call me directly with any questions inasmuch as it our goal to address any warranty concerns promptly.  We appreciate your continued cooperation. Sincerely,Kevin I[redacted] Customer Service Manager Aamco Transmissions Easton, PA [redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
[redacted]
[redacted]

06/13/2017Dear Sir or Madam:Yes, it is true that the customer paid us $2350 for overhauling or rebuilding the transmission – and there is no problem...

on the inside functionality of the transmission.Transmission shifter cable is not part of the transmission overhauling or rebuilding process. We always take pride in taking care of our customers – it is not fair for the customer to have us replace the transmission shifter cable for free that we did not work on or got paid for.However, we are a business that always goes above and beyond in helping out our customers, so we have decided to take care of the transmission shifter cable at no charge to the customer as a courtesy.  Customer only needs to pay for the towing charge of $80. Any questions please let me know.

Review: My son [redacted] visited this AAMCO location to have his transmission looked at due to his car shifting very hard when getting onto a highway or when placing his car in reverse it caused the car to almost buck. The mechanic took the car for a test drive and reported it was not the transmission at fault but an engine mount. Exactly one week to the day from having his car looked at by this AAMCO franchise owner his transmission blew. I visited the dealership and spoke to the owner of the franchise and he was totally unwilling to corporate with me as far as any discount services they could provide me and still told me that at the time of inspection there was nothing wrong with the cars transmission even though one week to the day later we drove it based on their professional recommendation it was okay to drive and the transmission blew!! Please look into this matter for us .

Thank You,

[redacted]Desired Settlement: Discount on fixing my sons car which we took there in the first place BEFORE the car broke down.

Business

Response:

07/02/2013

Review: I dropped my [redacted] off 5/31/14 To AAMCO I knew it had a sensor problem and a transmission problem. They ran the first test said it needed further testing so we left the jeep. He said it would be checked by Monday it wasn't checked until Wednesday. Well no actual work started on the [redacted] until yesterday a week and a half later 6/10/14. I have called this man every single day never got a call on what was going on nothing. When I called him yesterday which I was suppose to get my [redacted] back he said he still needed parts and he would have it done by the end of the day. No phone call was made to come and pick it up, mind you he said everything was completed he just needed to put one part in. Today I call, he never called he said he just got the parts today, I told him I needed my [redacted] my wife is injured and we have kids to pick up from school, he said it will be done by 1 he will call us and tell us when to pick it up. 1:35 rolls around no phone call, I call him he said the [redacted] failed inspection the back right sensor is making the ABS light go of mind you I paid for that to get repaired. He said it wont be done today he will call tomorrow at 12. Well they go on lunch at 12 Guess who's not getting a call or my jeep. $1900 in already and i'm guessing their going to ask for more money tomorrow going on week three.Desired Settlement: Finish the job when you say its going to be done. Stop lying every phone call. Call us back like you said you will, not one phone call has been returned in over a week and a half period. I Know how to fix a vehicle , I just thought to myself with working out of state I would pay someone to fix it. Big mistake, so I know when i'm being lied to about the repair.

Business

Response:

05/13/2014We received the complaint [redacted] via email from Revdex.com in the morning of 5/12/14 and right around that time the vehicle was quality checked and ready to be released to the customer. Good news is that all the repairs authorized by the customer are done and the vehicle is already delivered to the customer.We do apologize to the customers spouse multiple times when she came to pick up the vehicle that it took us longer than expected and we did miss our deadline of delivering the vehicle by 6/11/14.There were many things that we checked, diagnosed and repaired on this vehicle as can be seen on the Repair order [redacted] – Exhibit A. We stayed in contact with the customer as much as we can and we were also receiving the calls from the customers spouse. We were doing our best to keep the customer and his spouse informed as much as we can, we do realize that it was not enough and we do realize that all the repairs took longer time than was expected.We also wanted to get the vehicle out by 6/11/14 but then it did not pass our final quality check and we had to retain the vehicle. Our procedures dictate to us that we cannot release a vehicle if the vehicle does not pass the final quality check.Once again, the vehicle is delivered to the customer and we apologize for the delay in getting the vehicle back to the customer. To make up for this inconvenience, we gave the customer a discount of $93.52.I am attaching all the repair orders/exhibits for you to review. If you have any questions or concerns, please let me know.Yours Sincerely,

Review: In May of 2013, I brought our 2003 [redacted] to Aamco Transmissions in [redacted] PA because the transmission was malfunctioning. The car would shift from 2nd to 5th gear(no other gears were available). Aamco diagnosed the problem and replaced the transmission with a 6 month/6,000 mile warranty. In September 2013, the transmission again began to malfunction with approximately 88,000 miles. I had to take the car to Aamco in [redacted] because the [redacted] Aamco was out of business. I was told that although the transmission was still under warranty, the problem was an output speed sensor that was not covered under the warranty. I agreed to repair and $500+ later the car seemed to be driving fine. In November 2013, I again "lost" the lower gears and it cost me another $250. At this point, I have over $3000+ (including rental cars)invested in the transmission.

I was just informed that the transmission that Aamco installed in May of 2013(9 months ago) was faulty and that it would cost me $4900 to fix the car correctly!! To add salt to the wound, they want to charge me for the tow bill to their facility.

May 24th,2013...$1906.94

October 04th, 2013...$375.00

October 15th, 2013...$134.74

November 11th, 2013...$249.50

Basically, they continued to put bandages on a defective transmission until the warranty expired. They have mislead me since May of 2013, when they first installed a faulty transmission.Desired Settlement: $2500 refund so that I can take the car to a legitimate transmission shop and have it fixed correctly.

Business

Response:

02/19/2014

Dear Sir or Madam:

Let me begin by saying

that all the Aamco Transmissions are independently owned franchise shops.

This particular

vehicle ([redacted] 9-3) was serviced or repaired by Aamco Transmission in [redacted],

PA in May, 2013. This repair shop is no longer in business. This vehicle had a

6 month or 6000 miles limited warranty from the Aamco shop in [redacted], PA.

The warranty is acceptable by any Aamco nationwide. The vehicle left the Aamco

[redacted] shop with the odometer reading of 82,878 miles. See attached Exhibit

A.

September 2013: We received a call

from the customer back in September that he got the transmission repair done at

Aamco in [redacted], PA and he is having a transmission problem. We asked him

to drop the vehicle so we can take a look at it. We performed our Multi Point

Inspection procedure and during this procedure we found that the vehicle has a

check engine light on for code [redacted] (OUTPUT Speed sensor), and the transmission

fluid is slightly dirty and that there is a 2/3 gear clunk. The odometer at

this time says 87,923. See attached Exhibit B.

We informed the

customer that first this code needs to be addressed by replacing the OUTPUT

speed sensor along with a transmission fluid service. After the sensor is

replaced and fluid is changed then we have to test drive the vehicle and see

how is it driving. We explained to the customer that the sensor is external part

to the transmission so it is not covered under the warranty along with the

transmission fluid service from the [redacted] Aamco shop. Customer understood

and authorized us to replace the sensor along with the transmission fluid

service.

After the sensor was

replaced and transmission fluid service was performed, the vehicle shifted

great and there was no check engine light on for [redacted] (OUTPUT speed sensor) anymore

and there was no more a 2/3 gear clunk present, in other words the transmission

was working great. Even the customer in his complaint says “the car seemed to

be driving fine”.

November 2013: We received a call

from the customer that the transmission is having a problem. We asked the

customer to bring the vehicle so we can perform the Multi Point Inspection

(MPI). Customer dropped off the vehicle, we performed the MPI and could not

duplicate the customer concerns, but we did notice the check engine light on

for [redacted] (INPUT speed sensor), [redacted] and [redacted]. We informed the customer that

there is one new code for the INPUT speed sensor and the other two codes are

for Evaporative system.

We recommended to the

customer to get the Input speed sensor replaced, customer authorized and we

replaced the INPUT speed sensor, vehicle was test driven and was shifting

great. The odometer says at this time 91,552. See attached Exhibit C.

February 2014: We got a call from

the customer that his car is not moving. Vehicle got towed so we can perform a

Multi Point Inspection (MPI) and found that there is no movement, transmission

fluid is varnished and check engine light is on for [redacted] (TCC lock up

Mechanical fault), [redacted] (Evap code). The no movement condition and check

engine light code [redacted] mechanical fault indicates that there is an internal

transmission problem. The only way to solve this problem is by taking the

transmission out, inspecting the internals of the transmission, rebuilding the

existing transmission or replacing with a remanufactured one. The odometer now says

94,896 miles on it.

The vehicle has twice

more miles then what the warranty was given by Aamco in [redacted], PA. Both

times the customer came to our shop in [redacted], PA in September and November of

last year; there were external transmission problems and no indication of any

internal transmission problem. Both times the problems were fixed, corrected

and vehicle left driving and shifting good.

No one from Aamco

[redacted], PA has told the customer that Aamco in [redacted], PA gave him a faulty transmission;

we are not responsible for the workmanship of any other Aamco facility. Remember,

we are independently owned franchises. We at Aamco [redacted], PA never took his transmission

out or worked on the internals of the transmission because there was no need

for it.

We even contacted the

Aamco Head Office to see if they can do anything for the customer since they

honor all warranty work for the closed Aamco shops. The Aamco head office said

that they will pay $700 towards the new transmission repair as a customer

courtesy and that the customer is out of transmission warranty.

We have informed the

customer that he is out of warranty and if the customer wants the transmission

problem fixed, then it is going to need a rebuilt or remanufactured

transmission and that is going to cost him around $4900 plus shop supplies and

taxes.

Whether the customer

is under transmission warranty or not, towing and/or rental charges are not covered

and customer is responsible for them, this is Aamco’s policy. Towing is only

covered if there is a new major repair performed on a customer’s vehicle. If

customer does not want us to fix the transmission then the customer owes us for

the tow bill.

We did not rebuild

the transmission in the first place so we don’t understand why is the customer

asking for a refund from us? The repairs that we performed and got paid for

corrected the vehicle’s external transmission problems and those issues never

came back on. The customer is 6000 miles over the warranty mileage and there is

nothing we can do for him other than rebuild or replace the transmission with a

remanufactured unit but customer has to pay for it.

I am attaching all

the repair orders/exhibits for you to review. If you have any questions or

concerns, please let me know.

Yours Sincerely,

Customer Service Manager

AAMCO Transmission and Total Car Care

1458 Northampton Street

[redacted], PA 18042

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Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

Let me begin by saying that I paid ~$3000 to Aamco Transmissions for a transmission that was obviously faulty from the beginning. A transmission that had to be returned to Aamco Transmissions several times over 9 months. The fact that Aamco Transmissions are independently owned franchises has nothing to do with the circumstances of this particular complaint.

Not only was I told that the transmission installed by the [redacted] Aamco was faulty, [redacted] told me in November that if I had any issues(within a few hundred miles) after the third visit to Aamco, that he would completely rebuild the transmission. I realize this is all hearsay, so I will stick with the facts:

Review: In October 2012, I bought a 2002 Mitsubishi Montero Sport LX from [redacted]. I told him that I was low income and needed a reliable vehicle for myself and disabled niece and husband. Car looked great inside and out, started well, etc. [redacted] assured me that he had just replaced everything new and a rebuilt transmission was also in car. Seemed like a really nice man and I figure he works with cars so everything should be fine. In January I took the car in for oil change no problem. In March took car in for oil change and told him the engine light came on briefly. He says my mechanic sees a leakage. Says not sure what it is could cost as low as $200 or could be as much as $900. I am already thinking you told me you rebuilt transmission so warranty should still covero that. I say to him again that my husband is disabled and I am the only working person in my family so I cannot afford that amount at one time. He tells me to just check the oil/transmission fluid every 2/3 days which I did and I wasn't losing any fluids. About 3 weeks later, I'm sitting uphill at a traffic light and when I press accelerator to go forward, car starts rolling back. This was last Friday. I take the car to [redacted] about 3p. He says we will look at it and see what we can find. He then shows me a 2000 Jaquar says selling for $6500. Again I say my husband is disabled we cannot afford those luxuries. So he says I will call you tomorrow. He calls on Saturday stating that still had no idea what was wrong will call Monday afternoon. He calls first thing Monday morning saying oh will probably need to replace the transmission. I asked him about the rebuilt transmission and he says that wouldn't matter I sold to you as is. I had other personal things going wrong and was very upset so I was crying. Then he started saying no he replaced transmission in 2011. And said if it was transmission he would eat 1/2 the cost. When he called me back he was said it was a $2800 job he would charge me $1500 and would need 1/2 of the money before starting the work. I again stressed to him that I didn't have the kind of money and don't even bring home $400 a week. That I would see what I could do and call him back. In the meantime I did some research and found that the avg rebuilt for my car is only $1500. I called him yesterday and told him I was coming to get my car and he tells me he has already taken the trans out. I respond that I don't know why you would do that when I stressed that I don't have that type of money. Besides if that was the case why wouldn't he had told me that 2 days ago when I said I didn't have that type of money? So we're arguing about him taking out my transmission and he says [redacted], I don't know what to tell you. I hung up the phone. This was yesterday and he has not attempted to get in touch with me.Desired Settlement: This man has continuously lied and changed his lies. I bought this car for $3800 from him on his word that everything had been done and this car should be good for several years as long as I did the upkeep. The other reason that I trusted him is because I saw that the 2 previous years he had good standing with Revdex.com, not blaming your organization! So if nothing else I wanted you to know my experience with this character.

Business

Response:

First of all, let me start by saying this that I sold my personal vehicle "AS-IS" and this has nothing to do with my business.

I sold a 2002 Mitsubishi Montero, attached is the bill of sales for $3900 to [redacted] in October 2012. I informed the buyer's husband what different things have been recently done to the vehicle from valve cover gasket, engine tune up, transmission rebuild, rear sway bar link replaced, new battery, new alternator etc. The vehicle was in immaculate condition and runs great. The vehicle was sold with a "AS-IS" condition, except for a alternator warranty. Buyer's husband test drove and checked it out thoroughly and they both agreed to buy the vehicle.

Buyer had a problem with the alternator in December 2012, buyer left the vehicle in front of the shop. When I looked at the vehicle, it looked all beat up with dents and body damages, first I did not even recognize that this was my vehicle. Anyway, I took care of the alternator at no charge to the buyer. I honored the warranty on the alternator that I gave to the buyer. The buyer forgot to mention this detail in their complaint.

Buyer brought the vehicle for an oil change in January 2013, repair order #[redacted] is attached for you to review, mechanically everything looked good. Then the buyer brought the vehicle back in March 2013 for an oil change and that's when we saw all kinds of engine oil leaks from the engine - see RO# [redacted], we recommended to the buyer that the oil leaks needs to be diagnosed because the engine is all covered in oil. Buyer declined and we gave an estimated price based on what we saw could be possibly leaking. Buyer declined all repairs.

Then, the buyer came in end of April and complained about transmission problem. We found check engine light on this time for [redacted], [redacted], [redacted] and [redacted]. Delay in forward and reverse engagement along with slight slip in 3rd gear. See RO# [redacted]. We did all external checking of the transmission without charging anything to the buyer, after we found no external problem with the transmission, we informed the buyer that we need to pull the transmisison and inspect the transmission from inside. The buyer said okay, we told the buyer that it will take couple of days before we can get back to you because it is a lot of work. After we inspected the transmission from inside, we found the problem inside the transmission and the transmission needed an overhaul. This is when the buyer asked if the transmission was covered under warranty. I told the buyer that the transmission was not covered under any warranty and I sold the vehicle to you "AS-IS", as mentioned on the bill of sales. The buyer said that I cannot afford to pay for the rebuilt transmission. I told the buyer that to help you fix the vehicle, I will overhaul your transmisison at my cost. I told her that rebuilding a Montero transmission cost about $2800 but I'll only charge you $1400 plus tax and will give a 12 months / 12000 miles warranty.

The buyer got upset and then started saying that I am coming to pick up my vehicle and I said that the transmission is out of the vehicle and then the buyer started saying that I never told you to take the transmisison out. I reminded the buyer that I had mentioned to her that we have to take the transmission out in order to find out what was wrong with it. The buyer got mad and hung up the phone. We left couple of messages but the buyer never returned our calls.

Throughout this process, we had various discussions with buyer's husband and her son. Then on a saturday, buyer's husband stopped by and after we explained what we were doing was very happy and satisfied with the price we gave for the rebuild transmission, specially with the 12 months / 12000 miles warranty that comes with it. Buyer's husband said that he is going to bring the deposit to start the work. The buyer husband did not came or called.

Then, we received this complaint from the buyer through Revdex.com and when I shared with my team members, we decided to put the transmission back together, install it and let the buyer take the vehicle at no charge. Buyer's husband called and said that I was bringing the deposit down but we informed him that the trans is back in the vehicle and he can come and pick up the vehicle. See RO # [redacted].

Any questions please let me know. Thanks

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Yes we had two fender benders but that car is not unrecognizable and the dents are barely noticeable on this vehicle. I am submitting pictures of said vehicle to show how much of a liar he is. The reason it had dents is because the day after I bought it a woman ran into me making a left turn from the left lane. My insurance found the other driver at fault. And in December, my husband didn't set the parking brake correctly and car hit stop sign.

Review: I brought my 2006 Nissan Xterra to this AAMCO with the only complaint being a whine noise that occurs when the accelerator is depressed. The truck showed no signs of a faulting transmission. It shifted quickly and correctly all of the time. A [redacted] technician suggested I bring my truck to aamco to eliminate the transmission as the cause to the whine. This tech, who is also the manager of the [redacted] location I use, test drove my truck days before I brought it to aamco and days after I received it back and can attest that the issue I brought it to aamco for is still present now. In addition, while the truck was up on the lift, the [redacted] tech pointed out new damage to my exhaust system where they removed the pipe with a torch and then forced it back together poorly leaving an exhaust leak, I will now need to fix. I have pictures and statements from this [redacted].

Once the aamco learned I had an extended warranty on the truck they seemed determined to replace my transmission even though it wasn't needed. The warranty cap didn't cover half the cost. The total cost came out to $4,187, I spent $340 on a rental car and anticipating $175 to replace the section of exhaust. [redacted] is the owner of the aamco and the primary contact for the majority of my interaction with the business.

I can provide copies of documentation for all above statements as needed along with a detailed summery of events.Desired Settlement: The only acceptable resolution to this situation would be a complete refund for the transmission work that was not needed and reimburse the cost of the rental car and the exhaust repair. the three weeks of aggravation and stress can not be corrected but I think an apology should also be offered.

Business

Response:

04/27/2013