AAMCO Transmission & Total Car Care

To Whom it May Concern -
We did work on ***’s vehicleThe initial problem found on the vehicle was the coilsWe recommended replacement of the coils and *** agreedUnfortunately, after the coils were fixed another problem presented itselfWe found that the spark plugs were damaged*** would not agree to replacing the spark plugs since they had been replaced a few months earlierWe informed her that bad coils can cause spark plugs to failShe still would not approve replacing the plugsWe have done what we could for *** without further repairsAAMCO is not responsible for the current problem with ***’s vehicleThere is more work to be done simply because the vehicle needs workThe replacement of the coils was only the first stepUnfortunately, each step in vehicle repair can unveil other problems that need to be addressedThis is the case on ***’s vehicle.
We towed the vehicle per ***'s Boyfriend's request back to an agreed upon locationWe paid for the towAt this time, AAMCO is not responsible for any compensation to ***
Sincerely,
AAMCO Management Team

Hi *** -
As you know, we are working on a full refund for youWe are determining if we will be paying off Synchronicity Bank or if we will pay you the money directly, and you can pay SynchronicityThe additional money has already been paid to youVince will have a confirmation email out to you
in the next couple of days, and payment will be made in a couple of weeksIf you have any other questions or concerns, you may contact Sandra K*** directly *** *** ***.
Thank you
Louise B***

Dear *** * We did perform a transmission rebuild on Ms.*** *** vehicle in March of It is customary for AAMCO to offer at least two options when a customer needs to have their transmission fixed: a transmission rebuild or remanufactured transmissionThe rebuild is often less
expensive because we replace only the parts that are damaged or worn out and clean the parts that are still in good shapeA remanufactured transmission is typically twice the cost of a rebuild and comes with a 3-year warrantyAccording to our records, Ms*** purchased a transmission rebuild from us at the cost of $3,We do not show that she opted for the extended warranty, and it did not appear on her receiptHad she paid for it, we would have had record of itOne other item to note, she never brought her car in for the annual inspection which would have been required for her to keep her warranty in good standing had she purchased oneIt is not uncommon for people to forget what they purchasedWe understand how frustrating it can be. Please let me know if you have additional questions

Dear *** -
Thank you for contacting us about your experienceWe are investigating your claim and would like to connect with you directly about your experienceWe have sent you an email in regards to thisWe will contact you next week on an agreed upon date and time and do what we can to
resolve your concerns
Thank you.
AAMCO

This email was sent directly to *** *** on August 8th.
To Whom It May Concern,
We would like to inform you that the owners of AAMCO Renton appeared in court with Mr*** *** on August 4th, The judge ruled in our (AAMCO’s) favor citing: the plaintiff did not persuade the court by a preponderance of the evidence. AAMCO Renton is proud to have an A- rating with the Revdex.comWould you please add this outcome to the complaint status online? We appreciate your assistance.
Sincerely,
AAMCO Auburn

Customer waited over days to contact us after initial authorization to complete job Transmission case had to be repaired which is taking an additional three days and at no cost to customer.We have not charged the customer storage fees of $per day which we can rightfully do so
Transmission is being built as we speak and will be delivered to customer this week at the agreed to price

The customer was advised of multiple electrical issues with his vehicle as well a numerous other issues prior to us starting any work We instructed the customer prior to working on his car that because there were many issues it would take us a lot of time (several billable hours) to figure
out what he wanted, which was for his headlights to work Short of having the customer buy a new wiring harness for the vehicle (which was more expensive) we told him the repair would be costly He authorized the work We installed a toggle switch for the headlights and corrected several other electrical issues per the customer's authorization
The vehicle left the shop functioning correctly for the repairs we completed
The customer came back with different codes and issues at a different time We spent hours inspecting the vehicle at no charge and told the customer that at this time he needs to go to an electrical shop to solve the remaining problems
It is unfortunate that the customer needed financing but it was his choice to agree for us to do the work and to sign the finance contracts

This person went to *** * *** *** *** *** ** *** not *** * *** *** Please remove from this interaction. thank you

We apologize for the time it has taken to repair the vehicle There is an electrical problem with the vehicle that we could not diagnose prior to the repair because the transmission was mechanically broken Once the transmission was mechanically repaired we determined there was an
additional electrical problem We immediately ordered a computer for the vehicle The first computer took days to get and was defective We have since ordered two more computers and are awaiting their delivery.
The customer is not being charged for the computer, the labor to install it nor the cost of having it programmed (a $value)
We have also offered to pay for a rental car for this customer and gave the customer contact info for both a *** and *** that we work with and instructed her to rent a car from them

Dear *** -Mr*** has posted reviews on our social media channels as wellHe has made some serious allegations about our store and our team membersWe have done a thorough investigation into his claim, and have found no evidence that our staff took anything from his vehicleAnd, he admittedly
has been having a “back yard” mechanic work on his vehicle.The team at Auburn AAMCO takes pride in providing quality service to all of our customers and goes above and beyond to assure our customers and their vehicles are taken care of and secure We have asked Mr*** to remove his reviews immediately, or we will be taking legal action. Thank you. Louise B***

Complaint: ***I am rejecting this response because:
To whom it may concern,
I brought my vehicle in with one misfire, after I received the vehicle back the first time, manager tells me they put a bad coil back into my carVehicle finally leaves with 5+ misfire codes after vehicle was towed back for the last timeVehicle is in worse condition than when it was initially brought inVehicle has DAMAGE to front and back bumper (manager, Alex, took photos and documented that before we had the vehicle towed back for the final time) and there was an absurd amount of rat feces inside the vehicle upon inspection of vehicle after being brought backVehicle also does not start now even with a jumpvehicle is now in worse condition than when brought in, meaning property value has gone down, as well as property damage from AAMCOs premisesI have photos of the car before I brought it in and photos of after AAMCO got through with itIf I cannot resolve this here I am prepared to file for small claims court and to have the justice I deserve.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:The fact that the judge ruled against me is because I could not prove what happened inside the transmissionThey won because I did not take that stepThey did acknowledge an unsatisfactory service, but could not rule to the extent of damaging the transmission due to lack of evidenceI have since had my transmission repaired and showed clear signs how the lack of fluid caused premature wear in the 3-band and disintegration of the clutch packsAAMCO service centers do not live up to the prestige that they claimI recommend finding a real transmission shop to have your vehicle servicedThis lesson I learned the hard way
Sincerely,
*** ***

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

Initial Business Response /* (1000, 12, 2015/09/01) */
response to *** and *** ***On 6/15/a Chrysler town and country van was brought into Aamco of Rolla for an inop acWe did an hour of diagnostic time to determine the problem with the ac and found that the rear evaporator
core was leakingCustomer stated that the ac had not worked for many months, and I explained the process of diag and repair of an ac systemMy tech replaced the rear evap core with expansion block (part from Chrysler)and charged the ac system with r-134AVehicle was working properly after the repair and was picked up by *** on 6/The vehicle takes 2.4lbs of r-134A and was filled to manufactures specI received a call from *** the week of 6/explaining the problems with the vehicleShe stated that the vehicle was out of engine oil and made a loud sound, stopped moving, had to be towed to a local shopI was confused about the engine oil issueI spoke to the tech at the shop the vehicle was towed to and he said the vehicle had engine oil and had thrown the serpentine belt due to the ac compressor clutch failingIn the conversation with *** I explained to her what we did to the vehicleWe replaced the rear evap core (similar to a small radiator) which is above and behind the passenger rear tire of the vehicleWe also charged the ac system in which we connect lines to the quick connect valves on the high and low side of the ac which is under the hoodWe use an artic pro machine which digitally weighs the r-134a and measures the high and low pressuresIf the ac is under charged or over charged it will not blow cold air properly or work efficientlyIf under charged an ac system will get cold some times when driving the car, if over charged it will again not work properlyNeither of these issues were present while the vehicle was in our possessionAlso there are over rides in the computer system that will take effect and turn the ac off to protect the ac systemI and my two main technicians (25yrs experience each) 100% disagree with the statement that over charging or undercharging the ac will damage the compressor as in this case, as system will not work properlyI asked the tech at the shop the vehicle was towed to about the statements that the compressor "blew up" due to overchargingHe assured me that he did not say that and this was a case of simple compressor failure.The system was working efficiently with us and when the customer picked up vehicleAs I explained to *** and ***, I was sorry in what happened with their vehicle but there is no shop that can be responsible for this type of situationWe simply did not work on or replace the compressorThe compressor (ac system) had been inoperable for many months prior to our repair of the systemNon use could easily be a factor in the failure of the compressorAamco is not responsible for any towing charges, even if we are responsible for a warranty repair, our warranty clearly states suchThe entire issue was addressed with aamco corporateI was not aware that this was still an issue with the ***sI had multiple conversations with them about the problem and have tried to be understandingI did tell them that I would be willing to assist them with some type of discount if the vehicle was here at our shop, but as she has said, they would have to tow the vehicle and that is probably not cost effectiveIn addressing another vehicle-ford explorer-Aamco of rolla rebuilt the transmission 5/16/the explorer was towed to us at the end of Feb, for a bound drivetrainUpon removal and breakdown of the transmission we found the rear planetary section from the shell back to be heavily damagedThis was a very and I repeat very odd damage assessmentThe damage to the transmission was not caused due to breakage or tightness of the partsWe take our repairs very seriously and have very experienced technicians and transmission buildersI have seen many broken transmission, but this unit was different in that it was suddenly doneMetal was not throughout the unitI was considering not covering the repair, as our warranty states the transmission and torque converter are covered against defective transmission materials and workmanship-parts and labor-for the full months or 36,miles, coverage is null and void if the failure is caused by customer abuse, accident or alterations.....This leads into another issue, in trying to decide if we are responsible- I, while driving the explorer after we repaired the transmission ($1,my cost) lowered the driver window some to get some air-a note blew off of the dash onto my lap, and it said-"vehicle broken due to hitting ice chunk, tow truck will get asapIm sorry to park near your land-***I have a picture of the note and asked *** about itShe said it was from another vehicle that they haveOk, so I have a vehicle with questionable damage to a transmission and a note that blows into my lapI could tell them I am not covering it, cause a stink, negative press and no telling what else, or eat the $1,plus and try to keep a customer happyA very hard decision as I tried to believe *** after I asked her about the noteI asked them about the entire situation and what they would think if the tables were turnedI tried and took the high road, not easy but I didIn addressing the latest problems with the Explorer- vehicle brought into our shop on 6/11/for a possible slipping problem, customer also said it was hard to put into gearWe found the shifter handle worn and dirty, my techs took the time to show the customer the problem, lubricated, and notified customer of the need to replace the shifter handle for it to work perfectNo charge to customerCustomer did not want to repair at this timeCustomer also stated that the vehicle may slip some times, and it probably would not do it for usWe checked vehicle, fluid was clean (if slipping a lot, fluid will smell or get darker than new) and fullWe drove vehicle and it operated normallyI had or conversations with the smiths after that day and after the van ac failureI talked with *** and told him what to watch for on the vehicleIt needs to flag a code or mechanically not shift correctly for us to diagnoseI offered for him to bring the explorer to us and let us drive and check/diagnose any problems with the transmissionHe declined, saying that they only had one vehicle now that the van vas not driveableHe said he had to have the explorer to get to workI reminded him I was here any time to check the vehicle and find the problem, but, I must have the vehicle to do soIn response to parts 1,and of the statement by *** ***I have no idea what she is talking aboutI have a brother, I do not get parts from him, and I do not or have not said anything pertaining the "questioning the parts dealer"
Addressing my technicians doing a complete jot-any repair shop who has very experienced techs must rely somewhat on those techsThey are the experts, they have been repairing vehicles for plus yrs eachWe build transmissions, the shop the vehicle was taken to that *** says I was tryin to "make look like a bad guy" does notI told her anyone can speculate on what is broken, until the transmission is removed and broken down we do not know what is damagedI do not know how I made her look stupid or tried to as she states
I addressed the note that did fall in my lapI will take a lie detector test to thatNo other way of saying itI did explain to *** about what is covered under the warranty, and abuse or accident is not coveredI covered the repairI never said anything about bad reviews, or hold anything over anyone's headI did however make sure both *** and *** understood that I did not have to cover the repairs to the explorerI did say that I would hope they would not have anything negative to say about our shopI was trying to do the right thing for their familyI did tell them I may not be able to cover other warranty repairs, mainly because if any damage was done due to abuse or accident, the warranty did not applyI do have a question, if they were so disgruntled with our service on the explorer, why did they bring us the van for repair? I want customers to be happy with usAs I have told both of them, I will be happy to look at the explorer to check for a problemI must have the vehicle to find a problemAs I and Aamco corporate told them, I am sorry about the ac problem, but I cannot be responsible for a part I did not work onPlease advise, thanks, ***

Mr*** did bring his vehicle in for a Groupon brake inspection. What Mr*** isn’t mentioning is that his vehicle is a Valiant that he attempted to do his own brake repairs on. The “service” he is referring to is a Groupon Brake Inspection that includes a discount
toward brake repairs should the customer need and want to proceed with the recommended repairs. Although the inspections are usually done in a day, there is no mention on the Groupon site of it being a “day brake service”. Generally speaking, if repairs are needed and requested by our customers, on most vehicles, these are in fact done in a day. Given the uniqueness and age of Mr***’s vehicle, parts are not readily available. On the initial inspection of the vehicle we could not duplicate Mr***’s complaint. In such cases, if we cannot duplicate customer concerns we often have the technician drive with the customer to see exactly what their concern is to ensure we can address it properly. This unfortunately can delay the process but is important to ensure the customer concerns are addressed. Once we determined what repairs were needed we had to track down the parts to be able to provide Mr*** with an accurate estimate for the repairs. We apologize for not calling him daily, we advised we would call him once we had the information. It took several days and considerable time to locate the parts, again, this is a vintage vehicle. We are also sorry that he feels that he was being lied to because he was not called daily, Dan advised he would get back to him when he had all the information, this unfortunately was not a one day turn around. Of course, given he was calling us daily, then when would we have chance to call him back? Mr*** was verbally advised the cost for the repairs that are required for his vehicle, unfortunately it wasn’t what he wanted to hear. In answer to his question, no it does not take a week to do a brake inspection, although it took the better part of a week to find all of the required parts for his Valiant. What Mr*** considered “confronting” was actually swearing at the manager. When he started with the foul language (swearing) the manager then provided him his keys and he was asked to leave as our business was done at that point. We do not condone that behavior and certainly don’t reward it with a written estimate that we spent considerable research time on.

Revdex.com:
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. For your reference, details of the offer I reviewed appear below
The vehicle did not leave the shop repaired either time I picked it up. The last of the two times it was picked up and still not repaired properly They referred me to the shop where it was fixed properly. This shop can attest to the fact that the toggo switch should of never been a fix to the problem. It was taken out by the mechanic that knew what the problem was. As far as any aurthorizations given by me a wiring harness was never mentionedAll communication and authorizations were to fix the problem. Never did they fix it. I do hold an invoice for what was the fix by a shop that told me he had to undo the screw up by the AAMCO mechanics who were not able to diagnose or fix the ONLY problem
I am not satisfied with the statements by AAMCO nor are they true.
Regards,*** ***

Dear *** -
Thank you for contacting Louvin Automotive through the Revdex.com about your husband's experience with his vehicleWe do indeed apologize for the additional days it took to complete the work on your vehicle. Unfortunately, our industry is having periodic difficulty receiving parts on
time from our buildersWe fully expected the parts back in days, unfortunately the builder became unable to meet that time table. Our team did the best they could to work overtime and not charge you for that laborFinally my understanding is that Aaron spoke with your husband and let him know that they were staying to complete the vehicle and your husband told him that he couldn't get it until the next day anywayAaron called as soon as it was finished on that day.
Sincerely,
Louise B***

Dear *** -
It is in AAMCO’s best interest to assure anyone driving a vehicle with a rebuilt transmission under warranty from one of our locations is satisfiedAfter a rebuilt transmission is installed in any vehicle, It is customary for AAMCO to provide a day transmission check and then yearly checks after that on longer warrantiesWe proactively address issues before they become expensive repairsWe are sorry about your experience, and we do not fix problems under warranty that are not confirmed problems relating to a transmission repairIn our records, we show that we were unable to confirm any problem with your transmission until June 21, We provide paperwork each time a vehicle is brought in for a check up or repairWhen we determined that there was a problem with your transmission, we fixed it under warranty and we waived the customary 10% feeAt this time, we are not offering any monetary compensation.
Sincerely,
AMMCO

*** & ***, as you know we have spoken to you directly about your complaints We have discussed your allegations with corporate as well as our staffDuring the investigation of your complaint, we were unable to corroborate your storyWe do our best to review each situation
for fault, and resolve the issues where we hold blameIn this situation we cannot find fault with our staff for your experience.

I am requesting an extension on this complaintThe owner, Louise B*** was called out of the countryHer mother just passed away todayHow long may we have to respond to this complaint? Thank you.