AAMCO Transmission & Total Car Care

The vehicle has been delivered to the customer and the repairs have been completed.  

I am sorry that the customer had a poor experience and that she felt disrespected.

The work was completed correctly as documented on the repair order.   6/10/15 Vehicle delivered to customer6/20/15 Customer came in and said we did not complete repairs.  We asked to look at the vehicle but the customer refused to let us see the vehicle to address her concern....

 Customer had no complaint about the drivabilty of the vehicle after repairs were completed or at this time.6/25/15 Customer called and I spoke to her.  Customer thanked me for listening and said she would bring the vehicle in Monday morning 6/29.  Customer did not show up.7/21/15 Customer arrived at shop and demanded that I refund her money.  She said that she went to another shop  (not an Aamco and she declined telling me where specifically) and that they had told her we did not perform the work.  I walked to the car with the customer and looked under the hood.  I brought a mechanic with me to look but he said we needed more time and that the car needed to be lifted on a rack to inspect underneath.  Customer refused.  We then went back inside and the customer's friend started videoing me.  I told the customer I was not comfortable with being videotaped because now she was being very unreasonable, yelling at me and demanding her money back and trying to bait me into acting unprofessionally while being filmed.  I told the customer that we would inspect the vehicle with her there so I can show her the work we performed.  Customer refused.  Since they were still filmed after I asked them to stop I open the front door and asked them to leave.  I told the customer to speak with me without filming or email me with any questions.  She stormed out and left. It has been over 6 weeks since the repairs were completed.  The customer has not complained or expressed any concerns about the steering issues (which was what we repaired) that she had prior to us working on the car and she will not let us see the car.The customer is threatening legal action with no evidence of wrongdoing. I asked the customer to take it to another aamco and she dismissed that as an option.  I also gave her Aamco's corporate phone number to have them mediate.  Since I have not gotten a call from home office it is safe to assume the customer has not called them yet furthering my point that she is making an unfounded claim.   Based on what the customer has NOT done I do not think the customer has any recourse at this time. The finance company that the customer used is aware of the complaint and after their review of the information they have agreed with our assessment of the situation.  At this time the customer can take their vehicle to another Aamco so it can be inspected.  After I speak to that shop then we can discuss any potential issues.

Customer waited over 30 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 $25 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.

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 5 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 $700 value).  

We have also offered to pay for a rental car for this customer and gave the customer contact info for both a [redacted] and [redacted] that we work with and instructed her to rent a car from them.

aamco transmission has had my van for over a week and there still is no time of completion on the job. They seem not to care about the customer whatsoever. I would not recommend this location to anyone very unhappy.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,

I purchased this business in November 2013 so I am not privy to these conversations.  I will however inspect the vehicle at not charge if the customer would like.

This information is incorrect. Customer has paid zero monies. Customer needs to pick up vehicle Monday March 14, 2016 or incur $25 pe
r day storage fees.