Aarrow Transmissions

Review: My Husband and I took our car into this business expecting a fair and reasonable transaction to repair the transmission. First we were told it would be a $99.00 fee for testing the car and that was agreed upon, we were told the car was starting off from stops in third gear. Next we were told they would have to remove and inspect the transmission and that was $437.00 to remove the transmission. At that time they could have overhauled the transmission but we were then informed it would be $3,085.00 with a $100.00 credit. Now the transmission has been disassembled and their price is outrageous. They are charging another $437.00 to reinstall the transmission after repair. When I called for a breakdown I found they were also charging $1,947.00 for parts that the part store [redacted] charges $389.00 for. This is not only a price complaint it is sneaky and underhanded to do business like this. I also saw another complaint on the internet stating the same unprofessional manner in which this has been handled. They are at least double the price of other entities and knowing their pricing methods we would have never used this business to do any work for us. Please help.Desired Settlement: We would like a billing adjustment and would like to see them change their policy of not disclosing full details of price until it is at a point where the customer is forced to agree with them finishing the overpriced services.

Business

Response:

To whom it may concern:

First of all I would like it to be noted that throughout this whole transaction Aarrow Transmissions never had any contact with [redacted] until she came to pick the vehicle up after all repairs were completed. Prior to that all contact was with [redacted].

On 01/07/14 [redacted] brought his car in to have it checked out for a transmission problem.He authorized us to diagnose the problem at a cost of $99.43 to determine if the problem was internal or computer related. Upon diagnosis we determined the problem was internal within the transmission and would require removal, disassembly and inspection (RDI) to see what internal repairs were needed, the charge for this service was $669.76 and this charge would be applied to whatever repairs were needed. He was explained that once this service was completed we would prepare an estimate and would know the best way to proceed with the necessary repairs. He authorized this inspection on 01/07/2014 as noted on repair order #[redacted]. On 01/08/2014 we contacted [redacted] with an estimate to rebuild his transmission of $3195.20 with a 3 year / 50,000 mile warranty. This price included all parts and labor to complete a rebuild and was derived from [redacted] ([redacted]) flat rate manual. On 01/08/2014 at 10:30 am [redacted] authorized us to move forward with repairs.

Upon completion [redacted] (along with a man who claimed to be an inspector) arrived to pick the car up on 01/13/2014, this was the first contact with [redacted]. She seemed upset and told us she could have had the repairs done cheaper. I explained to her that we were charging a fair price for the work and if she could have had it done cheaper perhaps that what she should have done before [redacted] authorized us to proceed, however I made an adjustment to the cost. I deducted the diagnostic fee of $99.43 and applied a $100.00 discount coupon that we have on our website bringing the total invoice to $2,995.77.

I'm certain if researched you'll find [redacted] and [redacted] were charged a fair and customary price for the needed repairs. We never claim to be the "cheapest shop in town", we do try to provide quality repairs and exceptional customer service at a fair price. Please don't hesitate to contact me if have any questions.

Thank you,

[redacted], Pres

Review: Took vehicle in for repairs. Vehicle needed inspection in a month. Asked if they could tell me what needed to be fixed to pass inspection and give me estimate to bring the vehicle back. Brought it back a week later after getting the money from estimate of $390.38. Was called later that day and notified the repairs would be $689.98. They did not include the price of headlight in estimate, labor was going to be more, the sway bar parts quoted went from $47.73 and $46.66 to $95.46 and $75.12. Difference from quote and actual was $299.60. Prices of parts were changed or left off estimate and labor tripled. I feel I should not have had to pay for inaccuracies of parts quoted to me. MISREPRESENTATION.Desired Settlement: I would consider bringing my families vehicles back to do business with this company if I am satisfied with resolution.

If not I will not continue to do business with this company.

Business

Response:

Case# [redacted] First I would like to say that as a business we encourage feedback

as it helps us with development of our every day functions, from our

technicians to our front office. We are committed to providing quality service

to our customers, and we make every effort to give customers thorough

information and cost estimates regarding their vehicles. That being said, in

this business you do not always know exact figures, and so we make customers

aware in those situations that we have to assess the car and repairs required,

which is why it is called an “estimate”. Our intention would never be to

misrepresent ourselves or this business, as we take a great deal of pride in

what we do. In this case, we did everything we could to give this customer

thorough information and I would like to give further details of the

interaction. There is gaps in information that should be clarified. On the first visit with the

obvious exhaust leak, in which we fixed, we had pointed out that the state

inspection was due soon. I stated that the 99 [redacted] CR-V would possibly need a

headlight because of the damage to the driver front corner from the accident.

Also to pass inspection the vehicle would need at the very least the right

front sway bar link and the left rear sway bar link because they both had too

much play in the joint to pass. When the customer spoke to Palmer the service

writer about the repairs he stated to the customer that he priced up the repair

to only “pass inspection” and did not price the headlight because we were not

quite sure we would need the whole assembly or not. Upon dropping the vehicle

off on the 2nd visit to have the repairs done we discussed that we did not know

exactly how much the headlight would cost because of the damage to the bumper

and fender. I stated that it could take up to 2 hours longer depending

on what was needed to be done. We only charged an additional 1 hour labor to

bend the support for the headlight so it could fit correctly and charged for

the headlight assembly itself which was $106.30. We could not accurately assess

the damage the first time because once we removed the headlight to see the

damage the headlight would not be able to be put back in, thus leaving you

without a vehicle for a few days. Also when we spoke about the sway bar links

both front and rear we agreed that is was best to replace both front and both

rear sway bar links on this vehicle. IE $47.23 x2= $95.46 and both rears

$75.12(discounted). Everything was presented to you promptly and up front which

would explain the cost difference. Sorry for the inconvenience this may have

caused but in total this repair was still less than the $1,000 that the body

shop quoted just to fix the CR-V headlight.We have copies of the estimate

and the final repair order if necessary for any further questions that may need

to be answered.Regards,