AAMCO Automatic Transmissions

RE: *** ***/ #*** Dear ***, I want to first say that I am very sorry for any inconvenience and misunderstanding that has occurredI want you to know that it isn't our intention or our plan for this to happenWhen your husband was told about the offer of the steering column to save you over a week without having your vehicle, he said it was up to you and he would have to get back to us, which he did, and said go ahead with the repairsWe informed him that if the review on yelp was not removed there will be an outstanding amount of approx $If you see I have see Exhibit A, you will see I have a right to cancel your warranty for non payment, I do not want to do this to any customerTherefore I am reinstating your warranty but I would hope in your heart you know this was the agreement and will remove the yelp reviewExhibit B shows the authorization, the date, time and what was authorized on the original base price and additional hard partsThank you for your time and consideration
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Mr. [redacted] had work originally done on October/2014.  On May 20, 2015 Mr. [redacted] returned concerned about his transmissions performance.  We did our Multi Point Inspection, at first we were unable to experience the problem, the customer left the vehicle with us.  After driving the...

vehicle we were able to experience the problem and did the work under warranty.  Our warranties do not cover incidentals. The customer returned for a 10 day check after the warranty work and the transmission was working well.We truly appreciate his comments, as we will work to inprove our service to our customers.Thank you for your time and considerations.

There has been no documentation of such hidious acutation of retaliation.  Our warranty specifically states we do not cover insidentals, loss of time, which is stated on his warranty certificate.  To rebuild the transmission completely and receive the vehicle back in 7 to 10 business days is quicker than a  paying customer, which the customer stated the original repair which was the same took 4 weeks.  We have no further offers.

Due to unforeseen issues,  we are requesting a week to look further into the issue and get full details before a final response. We truly appreciate your time and consideration. We take every complaint very seriously and want o make sure we address all concerns.

Complaint: [redacted]I am rejecting this response because:When I was told they would replace the steering column I was not told it was  a condition of my removing my complaints, as it was filed under my insurance claim, I had to remove it from the claim once I accepted their offer to repair it as they could not finish the work on the transmission  without being able to drive it. When they gave me the offer my insurance company had already made plans to tow the vehicle to the body shop, that is when they offered to repair the column, two days later after accepting the offer to repair the column I was told I would have to remove all complaints. I said no, I was then told they would repair it but I could not have my vehicle back until all complaints were removed, blackmailing me is what he did, I called and asked the Revdex.com if he could do that and I was told it was illegal. 3 days later I got a call saying the vehicle was ready and to pick it up. I did. On the invoice they put that I agreed to remove all negative complaints. I did not. And I just knew the owner would try and void my warranty for a job that I paid for, that took 3 weeks longer than promised and $685.00 more than originally quoted. Not to mention my son lost 2 jobs because his vehicle was not returned as promised.My complaint was not about the breaking in and vandalism it sad about poor customer service, jacking up the price and keeping my vehicle 3 weeks longer then promised, I was lied to several time's regarding when my vehicle would be finished, lied to about when they would be working on it.I do not feel I should be forced to remove legitimate complaints, I don't feel they have a right to void my warranty, if anything the owe my son lost wages for the 3 weeks he had to be with out the vehicle.They owe me for all the stress and aggrevation they put me through.And the transmission rebuild is horrible, it clans and shifts hard and I have no place to take it to get properly repaired and no money to pay for it to new fixed correctly.Sincerely,[redacted]

The customer brought the vehicle in 7/27/15, dropped it off at 8am for us to inspect the vehicle.  After the vehicle inpsection a clutch replacement and slave cylinder were recommened.  The customer gave verbal authorizationon 7/27/15 at approximately 1PM, to replace the clutch assembly...

and slave cylinder, customer was advised that repairs would take 1 to 2 days due to the fact that the flywheel has to be resurfaced with every clutch replacement.  the flywheel resurfacing is done by a third party machine shop.  Tuesday evening the customer was upset because it was not completed, we advised her that we were waiting for the flywheel to return.  Immediately upon recieveing the flywheel the job was completed at approx noon on Wednesday.  The estimate never changed in dollar amount or in time.  We understant the customer was traveling and made all efforts to get it done as quickly as possible.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We have offered [redacted] to bring her vehicle back in so we can take a look at it at no charge.  We once again invite her to call and make an appointment for us to look at her vechicle at no charge to determine what needs to be done.  The owner would like to be present at this appointment.  We look forward to answering any questions and concerns [redacted] may have concerning her car.
Thank you for your time.

To whom it may concern:
 
Thank you for allowing us to explain and to help the customer.
 
Ms. [redacted] came in with a CodeP300, which upon inspection, a complete tune up was recommended also preventive maintenance items wer also completed. See RO# 15025 (copy of diagnotic form).
Ms....

[redacted] returned on 3/17/16, 10 days later after the first repair, states check engine light is on and it jerks.  Vehicle returned with 6 codes which are generated by 2 codes (PO 132 and PO 121).  After further diagnostic, it needed a TPS and a 2nd Catalytic Converter.  Customer declined repairs.
Ms. [redacted] returned on 3/28/16, and identical codes returned PO 132 and PO 121 which are caused by a bad TPS and second catalytic converter. This vehicle is equipped with 2 catalytic converters. We replaced the left side (2-4-6). The one now needed is the one for the right side (1-3-5).  Ms. [redacted] was explained that the repairs needed to be done in a specific order and sometimes may cause the check engine light t reappear for different reasons.
Three months later and only after the engine blew up on the freeway was this claim brought to our attention. Ms. [redacted] was advised at the last visit that driving it can cause further engine damage.
We recieved a call , offered her to bring it back in and we would look at it at no charge. She never showed up.
We do still at this time extend this to Ms. [redacted] to look over the vehicle at no charge. 
Thank you for your time and considerations in this matter.

[redacted], our customer brought the vehicle in for the Free 21Point Inspection, after completing the inspection, the technician determined the problem was on the inside of the transmission and would need to be removed, disassembled and inspected, to determine the exact cost of the repairs.  [redacted]...

Law states we must give a base price, and  a labor fee to remove, disassemble, inspect and reassemble in the event the customer refuses the additional parts.  The base price which was quoted to [redacted] was $2728.62, the inspection fee was $1600.  As per his email [redacted] authorized the disassembling of the transmission at $1600 and the base price of $2728.62.  [redacted] gave authorization 7/6/15 at 2:26PM, as per his email. On 7/24/15 [redacted] was contacted and given the additional parts needed and the complete estimate.  On July 25th, his mother, [redacted], who had no idea of what was authorized or discussed, advised us that they would be taking the vehicle elsewhere for repairs and they did not want us to reassemble the transmission.  They asked if we could reassemble the vehicle to be in a towable condition.  So instead of charging the customer the full $1600, we took the labor stated for the service done at $1000.  So the customer did receive a service of removing, disassembling, inspection and reassembling the vehicle so it could be in a towable condition, at the request of the customer.  The customer did receive the service that was paid for.

We would be more than happy to look at Ms. [redacted] vehicle at no charge. Our insurance does not allow us to look at vehicle's off our premises.  We appreciate your time.

It is our company  policy that we do not cover any lost, damaged, theft or vandalism to a customers vehicle. Customers are advised to remove any and all valuables from their vehicles.  Customer signs a release and signs are posted in the store.  The customer requested our insurance...

information from our Customer Service Manager. Dave, he was unable to provide that information as I was unable to be reached, and he has no authority to disclose this information.  If the customer feels this is not right, we are having our insurance compnay contact them as a courtesy.  We do have the distributor for them to come see, it has a core charge, therefore we can keep it until Wed, July 1st if they would like to come see it.  After that date it will be returned.  Thank you for your time.

Mr. [redacted] came into another one of our stores and his concerns were addressed and he was taken care of.  We do appreciate his time and his working with us. Mr. [redacted] was satisfied with our services.  We appreciate your time and consideration..

We did reach out to [redacted] and had an opportunity to address her needs and concerns.  We would like to thank [redacted] for allowing us to work with her.  [redacted] did allow us to repair her vehicle and we look forward to addressing any further concerns should she have them. We appreciated...

her time and her business.

It is our company policy to train all of our customer service managers.  Dave was just retrained a month ago.  All of our descriptions and recommendations are done verbally, the emails are only there to verify the particular conversation took place, and for the description of cost and the form of authorization.  [redacted] was not present for the conversations that took place, all of her concerns were verbally addressed.  Again I stress [redacted] was not present for those conversations, the translation between her and her son is something we cannot be responsible for.  He was explained the base price, the RDI, and the time.  When Dave states they are working on it, it means exactly that. When you remove a transmission to inspect it, it is a procedure and process of rebuilding, he did tell the truth.  We gave [redacted] the labor credit for not reinstalling it into the vehicle as per his request because they were taking it elsewhere to fix.  So we were more than fair in the circumstance. We didn'tcharge storage fees or time lost while all the negotiating wa going on.  There was a service done, that can't be denied and there has to be a charge.  [redacted] was made aware of it verbally and by email. We appreciate your time.

Complaint: [redacted]I am rejecting this response because: see attached document.Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Our 10 year unlimited mileage warranty comes with a certificate that states that all annuals need to be done each year to keep the warranty valid.   It is the customers responsibility to bring the vehicle in for the annual checks each year.  We appreciate your time and consideration.

Thank you for your patience, the customer is [redacted].  We did apologize to the customer and worked with them on the financing financing and the time it took to obtain.  The vehicle is an older model and parts take a little longer to locate. We repaired the steering column at no...

charge, due to the year, it took time to locate the correct part. We did let the customer know of the difficulty.  The customer has a warranty that is good at any Aamco Nationwide. We do appreciate your time and consideration.

We have supplied the timeline of Ms. [redacted] repairs. Thank you for your time.

Complaint: [redacted]I am rejecting this response because: When my vehicle was in there in October I was told a week and they had the vehicle for two weeks and their is no reason I should have to have warranty work done on a vehicle seven months later unless they did poor work. Then when I brought it back to have warranty work done I was told a week and it was two weeks again while constantly being told by Dave it would be done today and I'll be receiving a call and nothing was complete and no call ever came and this went on for two weeks. Not to mention I then get my vehicle back and my exhaust manifold is broken and needs an expensive repair. My exhaust manifold wasn't broken before they took my car and I get it back with rest of engine in worse shape. As well I had my car in to a tire repair shop days before it went into amcoo and my stealing was fine and when it came back from amcoo my stealing all messed up. They do more damage then they fix and lie the entire time they do the work while taking as many short cuts as possible. Which is why I had bring my car back in the first place. Sincerely,[redacted]