Dolphin Transmissions, Inc.

complaint #[redacted]The Customer was taken care of

Review: I had my transmission replaced at [redacted] in [redacted] on October **, 2012. I was given a “1 year warranty, unlimited miles” (specified on my receipt which I'm happy to provide if needed). The transmission cost was $1795. The sales tax for that repair was $159.30, making the total $1954.30. About a week after the repair, I moved to California. On June *, 2013, less than 8 months after the repair in NY, I had to have the transmission rebuilt again. The garage, [redacted] in [redacted] determined that the transmission was unsalvageable. I was charged $2421.05 for the work. I have the receipt if needed. During this repair, I called [redacted] about the warranty. I was told that I had to speak with the shop that they subcontracted the work to: Dolphin Transmission. [redacted] at [redacted] said that Dolphin would be the party that would be responsible – not [redacted]. I called and spoke with [redacted] at Dolphin Transmission. He said that the warranty would only be honored if I brought the vehicle back to them for repairs. There is no mention of this requirement on my receipt. In addition, this was not feasible since I now live 3,000 miles away and am reliant on my vehicle to get back and forth to work. In addition, my vehicle had already been disassembled by [redacted] to discover the source and severity of the problem. At that point, I was already committed to the repair at [redacted]. Just to remove the transmission for diagnosis, I was obligated to pay $485.Desired Settlement: Given the fact that the first repair was defective and that the transmission had to be completely rebuilt a second time, I feel I should be entitled to a full refund of $1954.30 (see first paragraph in section above). Note that I actually spent more than that for the second repair. Also, note that the mileage driven between the first and second repair was only 10,215 miles. If I had still been living in New York, I would have brought the vehicle back to be fixed. However, this was not possible given my cross-country move. I believe the written warranty on my receipt should be honored and that I should be reimbursed in full. Thank you for your consideration in this matter. Please feel free to contact me by phone or email address if you need further information.

Business

Response:

June **, 2014

Good Morning,

In response to [redacted]'s complaint filed on 6/**/2013 we provided a receipt with a written warranty that clearly states that the transmission repair performed was not a nationwide guarantee. The receipt was written to [redacted] and we are perfectly willing to provide a picture of the receipt clearly stating "all warranty repairs will be performed at our facility for no additional charge". It is the responsibility of [redacted] repair to make it clear with the owner of the vehicle that the warranty is not nationwide since we do not have any relations with the owner of the vehicle during the time of repair. The repair shop in California that rebuilt [redacted]'s transmission again did not provide us with a cause of failure or reason why the transmission failed. We also offered to provide a replacement transmission at the owners shipping expense as a courtesy but the facility repairing the vehicle would not accept it. We are very sorry that [redacted] had a problem with our transmission but we feel that had she done the repair with us directly we would have explained that the repair was not nationwide. Unfortunately we have no control over what the repair facility that dealt with her directly did or did not explain to her. Enclosed is a copy of the bill and clearly written warranty provided to [redacted] repair.

Thank You

[redacted] - Dolphin Transmissions

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I never received a copy of Dolphin's warranty. I only received an invoice from [redacted]. I would have to retrieve my invoice from my files from [redacted] to see if there was anything specific about "no nationwide guarantee." But I know that the Revdex.com should already have that on file. [I provided all the paperwork from both repair shops when I submitted this claim.] Since I moved from New York (where the repair was done) to California just a few months after the repair, I did not have the ability to bring it back to NY to be repaired again by Dolphin. I do not know the details of the conversation between my mechanic here in CA with Dolphin. I only know that I had no choice but to get my vehicle repaired as quickly as possible since I was reliant on it for transportation to work. I went ahead with the repair hoping that I would be reimbursed, at least partially, for the faulty repair. However, to this day, I have not received a penny from Dolphin. Given the proof that the repairs needed to be performed a second time, I would be satisfied and drop this matter if Dolphin would pay at least half of what I had to pay either half of what I paid [redacted] here in California or NOK back in New York.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately [redacted] took it upon herself to authorize the transmission repair with the new mechanic without having anyone inform us of the cause of failure. The reason as to why the transmission failed. Could it have been something outside of the transmission that caused it to fail such as a clogged cooler or a faulty radiator? Did the transmission start leaking? As with any company in the US that remanufactures transmissions a reason and cause of failure must be provided to the company that built the transmission in order to seek a refund. [redacted] did not have any direct dealings with Dolphin Transmissions therefore could not receive a receipt from us. [redacted] has our receipt which we are willing to provide as proof of the written in house warranty. Dolphin Transmissions was not even given a chance to direct [redacted] to a local shop that would accept a replacement transmission from us through a shipping company. Also we have never received a copy of the receipt for the transmission rebuild from the facility in California.

Consumer

Response:

At this time, I have not been contacted by Dolphin Transmissions, Inc. regarding complaint ID [redacted].

Sincerely,

Review: I approached Dolphin Transmissions about my 2002 BMW 530i and chose the option of a rebuilt transmission.After the transmission was rebuilt I realized the downshifting kicked between the third and second.I reported the issue to Dolphin Transmission only to be quoted another hefty cost of the transmission control module.During the initial negotiations,emphasis was placed on the torque convertor and not the transmission control module.I left with the understanding that the torque convertor was a major part that needed replacement if need be.After confronting them with the problem,it was explained to me they thought I would not need the transmission control module which I must say was never mentioned to me during initial negotiations because according to them,is usually not a problem.I would have been happier right from the initial stages I was told both the torque convertor and the transmission control module were likely culprits,that way I would have prepared for the worst.I feel cheated and dissatisfied as a customer and want Dolphin to finish the job.Desired Settlement: I would want Dolphin to address this problem immediately and solve it.Had I been told my transmission module has to be checked in addition to the torque convertor I would have prepared.I am left with a dishonest quote on assessment and a half job done.

Business

Response:

complaint #[redacted]The Customer was taken care of