Certified Transmissions

To the BBB:Yes, I did provide a positive review - BEFORE this situation played out to the end. I trusted my car would be fixed as promised, not that I would wind up going down an uncertain and more costly path, and so complied with the request. I brought my car in for repair in May, their second attempt failed in June. I had to wait until July to speak with the owner Mike re a refund as he was on vacation. Thus the delay to initiate my dispute through Capital One. Then there were also delays in Capital One. I just learned that Capital One could not legally pursue the dispute only because the second opinion letter did not specifically mention Certified Transmissions. As the person who provided the opinion letter explained, he felt it ethical only to state what they found wrong with the car, not mention Certified Transmissions. Unfortunately, that left Capital One without a legal leg. Once learning this, I immediately filed with the BBB. I can assure you that when Mike refused to refund my money, I did try to work out a fair settlement with him. He refused to do so and was EXTREMELY nasty and condescending in our telephone conversation, held after their business hours. In closing, I am not a vindictive person. I felt that if my dispute through Capital One worked, I would not have to file a complaint or negative review with the BBB, Google, Yelp, or even contact the ASE. However, I fully intend to continue on if the BBB is unsuccessful only because I feel it necessary to protect other consumers from such a possible situation. My car was not fixed as initially promised, I was never told it was an uncertain fix to begin with, the path became obviously uncertain and more costly, I was nastily refused a refund or reasonable settlement. This is unfair and unethical business practice, and, as I said, I will do whatever it takes to protect other consumers if need be. Thank you.

Failure to honor request for parts after repair, explanation and correction of bill. Improper repair resulting in no relief of condition of vehicle.04/09/2015 a request for assessment and repair of shifter cable of a hyundai santa fe 07 ticket number#/ro#XXXXXX was completed according to the business. As I, the customer, read the bill I seen there I was charged for parts only even though description stated linkage pro assess and repair. I requested for the parts whom was at the register and explanation of bill. The employee failed to explain to me and refused to request for another employee to explain to me the bill. This bill is for labor charges only and instead I was billed for parts only and charged taxes. This is completely illegal. I went ahead and paid the bill cause that was the only way I could get my vehicle returned to me. I left the business in my vehicle and noticed I still had the same issue before hand. I called the business and complained and was told to bring it back Monday and was not going to be charged again. At that time I agreed, but then later that evening I had a different mechanic from another location to assess and tighten the shifter cable correctly cause I needed to go on to a conference in Memphis. I needed a working vehicle I can rely on asap. I really couldn't wait til Monday. I was shown the inferior repair made by the business from the finger prints in the dust settled on the engine parts. Only one bracket was adjusted in the wrong direction which loosened the shifter cable. The mechanic tightened the cable by moving both of the two brackets towards the cable and the issue was resolved. I watched the mechanic the entire time and stepped me through the process to satisfy me. Have not had any more issues with that aspect of the vehicle. I have not returned to the business for which I know I would not get any where with the billing portion or even worse, being told that shifter cable can not be tightened and would need a new one costing me more money since the business loves to tell their customers that they are not allowed to stay for the duration of a minor fix on vehicles. What kind of crock is that? Last, but not least, I do not appreciate being referred to as "Little girl," and here I am a 39 yo woman.Desired SettlementTotal bill with charge as parts of $89.45 with tax of $8.72 equaling $98.17. I would like a refund where applicable to be satisfied with the business, yet I will still not ever return there for poor quality of service.Business Response Certified Transmissions[redacted] N [redacted]Covington TN XXXXX Dyersburg TN XXXXXXXX-XXX-XXXX XXX-XXX-XXXXwww.certtrans.comRevdex.comComplaint #XXXXXXXXRE: Customer [redacted].The customer did come in with linkage problems on the date listed. The customer was in a big hurry, and it was near closing time,so as a courtesy to her, we put her vehicle in front of the others that we had previously scheduled.We told her that we could try to make adjustments to her cable, to get her back on the road. If that wouldn't work, she might need something else. Once we got the car in the shop to work on it, we had to remove the battery box and other related items to get to the adjustments on the shifter linkage.Once we did that, we could see that the rubber grommets that hold the cable in place had just enough wear to allow it to not go fully into PARK. We made the adjustments necessary to allow the shifter to go fully into PARK. This was verified by 2 different technicians here on staff. The battery box and other items were then reinstalled. If the adjustments didn't work, then we would have recommended a replacement shifter cable, as this is the actual dealer recommended repair.She was charged a basic charge as already mentioned. There were no additional parts replaced, only linkage adjustments. Our computer system inadvertently put that total in the "parts" area instead of in the "labor" area. There is nothing illegal about that, as the customer alleges. The State of Tennessee makes us charge tax on labor and parts. Once reassembled, our technician tested it again to make sure the vehicle would hold in PARK.The customer did wait here in our waiting room, but says she was told that she couldn't stay for repairs...that is kinda crazy since we have a comfortable waiting room for just such things. She was probably told that she could not be back in the shop since that is against our insurance regulations for anyone to be in the shop that isn't an employee. That is pretty much a standard policy anywhere you go.She did call back to say she had a problem and since it was almost closing time, we requested she return on the following work day.We regret that she is dissatisfied with the repair, but we made every attempt to repair her car without costing a bunch of money and time waiting on parts to come in. Once the repairs were completed, they were verified 3 different times to make sure they were correct. Sincerely[redacted]Certified TransmissionsConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was not in a hurry and did not come in that day near closing time. I had made an appointment approximately 3-4 days ahead of schedule for the business to set time aside for me to work on my vehicle which I knew it was only going to take a few hours at the most to adjust since it was the first time this vehicle was having any issues with the shifter cable. Only the air intake box needed and was removed in order for the side shifter cable to be assessed and readjusted. No battery box or several other items removed. There is no such thing as adjusting rubber grommets on the shifter cable. Only 2 metal brackets in need of adjustment and only 1 closet to the shifter cable was moved and it was moved in the wrong direction as I suspect the mechanics intention was to loosen the shifter cable to make it worse to where I would have to come back again and then be told I would need the shifter cable replaced or worse the transmission replace. The receptionist had insisted I just drop my car off for a week or two til they could get to it and have someone to take me back and forth in the meantime. I did not accept and made arrangements for an appt. and told the receptionist I would wait in the waiting room or walk down the block while the car was being worked on and she was adamant I could not even stay in the waiting room and that I would have to leave it cause it could take all day. My mother picked me up and in 3 hours the car was claimed to be ready and here I could of stayed in the waiting area instead of bothering my disabled mother. I was embarrassed. I never requested to go into the shop or in a hurry as the respondent claimed. The receptionist should of been curtious and not so anxious to rid of me as if the business had something to hide. I never was disrespectful even though how rude I was treated. The respondent stated on the receipt there was a computer error of the labor was written down as parts. That is not a computer error. It is a human who input the information and then taxed me on parts which is labor only charges. The respondent admitted it was labor only and claimed it was legal to charge me taxes. Well here it is below through the IRS on taxing labor. What the business did on taxing me IS illegal.http://www.tn.gov/revenue/faqs/salesandusefaq.shtml#22 : Is labor (on real property or tangible property) taxable? All labor inherent to the creation, installation, or repair of tangible personal property, as well as the parts or materials are subject to the tax. Labor to install or repair real property is not subject to the sales tax. I attempted to resolve the charges and parts issues before I left the business with 1 of the mechanics at the register and stated I hope this cable will last me another 180,000 miles. He cracked a smile and said,"I doubt it." As I was driving home I realized the shifter cable was not corrected and called then after I parked my car at home. For the respondent to state,"The customer did wait here in our waiting room, but says she was told that she couldn't stay for repairs...that is kinda crazy since we have a comfortable waiting room for just such things." I do not appreciate being lied to and upon as well indirectly stating I am "kinda crazy." This business is completely unethical in all forms and discriminating against me for being a woman by brushing me off and talking to me like a complete it. Being said I am now requesting full/complete/total refund and an formal apology.