Eagle Transmissions

Customer’s transmission was originally overhauled in November and worked correctly upon delivery Our shop does not have a record of five return visits (especially for the same malfunction) We do however, show the customer returning the following August (nine months and 10, miles later) with a different concern We found a problem with his onboard power train computer This was not malfunctioning when the customer originally brought his vehicle in for repair, and therefore not replaced at that time However, we replaced this computer at no charge to the customer despite not being a warranty item Vehicle worked properly and customer took possession This is the first we have heard of any issues or dissatisfaction from the customer We have tried to contact the customer but so far have received no response We are happy to help our customers, but would need Mr [redacted] to bring his vehicle in so we may evaluate and diagnose any/all concerns After that, we will make a decision on what needs to be done and if we are able to help him

While moving Mr [redacted] ’ vehicle out of the way for a garbage truck to enter, we backed up and accidently hit a dumpster Our insurance company is taking care of the body damage to his vehicle However, this vehicle did arrive at our shop with internal transmission problems (it is a year old car with over 277,miles on it) As stated previously, our insurance will take care of the body damage, but of course, it will not buy this customer a new transmission While we certainly regret the damage, the accident was an honest mistake and we simply cannot replace the transmission free of charge However, Eagle has offered different options for MrSilmon to repair/replace his transmission at a greatly reduced cost including free labor to install if customer purchases parts or another transmission at our cost

Please enter your reason(s) for rejecting the business response belowThe manager at eagle transmission , Frank, has been untruthful in his responseOur transmission was rebuilt on 11/10/It was subsequently returned on 05/26/with notification the transmission was not shiftingAs seen on eagle transmission recieptOn July the truck was again dropped off due to not shiftingOn 0805/ again truck brought in not shiftingFrank stated that eagle transmission replaced the power train computer at no chargeThat is a lie per his own recieptInvoice They replaced the electronic pressure control selinoidThe only work done on the computer was a cent zip tie as they stated the connector was broken that is not true as well Again on 11/03/the truck was brought in again due to not shifting, it was at that time frank stated the truck was no l9nger under warranty and we should purchase a used computer because that he was pretty sure that was all that was wrongOn 11/08/my son ryan *** purchased a new computer for the truck at a cost of Due to bad information this was a waste of money since that was not the problemNot only am I unhappy with such shoddy work I am very unhappy with a lack of integrity on the Mgr Frank's partI will be in contact with Shawn alexander, to express myself and to seek a refund for a service we didn't fully receive

Complaint: [redacted]
I am rejecting this response because:  The reasons are included in my highlighted below.When Ms. [redacted] brought her vehicle
to our shop, it had obviously been in a collision and sustained damage to the
drivers’ side front of the...

vehicle. 
Additionally, the ignition switch (and another button on the dash) was
pushed INTO the dash of the vehicle
and would not operate correctly.  We
suspected that there was electrical damage that was causing her transmission to
go into failsafe mode.  We recommended
that additional time would be necessary in order to determine the exact root
cause and the recommended repair.  The
charge of (UP TO) $240 was not an estimate for repairs, but, as explained to
Ms. [redacted], would be for diagnostic time to further diagnose the electrical
problems.  We charge for the time it
takes the technician to find and diagnose these issues.  If they find it in 30 minutes, we would only
charge for 30 minutes of time, not the full 2 hours that was authorized.  When Ms. [redacted] brought her vehicle back to
us on Friday, (My response is:  My car was left for repairs on Tuesday,
1/23/18, not Friday. The service tech drove me home.  He was also giving a ride home to another
customer who was leaving her Honda with them for repairs.) we
were extremely busy and had difficulty working her repair in ahead of other
jobs.  Although she called to check in
almost every half hour, (My response is: They fail to
mention that I called to check on my car initially on 1/25/18, having allowed
them the afternoon of the 23rd and all day the 24th to
check my car.  On the 25th
[redacted] told me, the Service Tech was driving the car to check the problem. He
told me this again on the morning of the 26th.  Therefore, it is very clear to me that their
service personnel did more than hook my car to diagnostic equipment.)
 we just were not able to get very far.  Sensing she was not going to allow us the
time necessary to correctly diagnose this, we politely informed her that she
might need to take her vehicle to another shop. 
She could pick it up any time and we would not charge her anything for
our time so far. 
 
When she was back Monday, we asked
another shop that specializes in electrical issues like this to come give us
their opinion.  They found the same thing
– the TCM (transmission control module) was not receiving the proper signals,
and could be coming from the damage to the front of the vehicle and/or the
ignition switch that was pushed into the dash. 
Having this amount and type of damage could and would cause an enormous
array of problems, including (but not limited to) the issues she was
experiencing. 
 
As far as Ms. [redacted]’s desire to
have her car restored in the same condition it was when she brought it to us,
it is in the same condition. (My response is: This is absolutely false, and the
ever-so polite, but dishonest staff of Eagle Transmission know it.  My headlights don’t work, and the ignition
does not engage.  In addition, I saw
smoke coming from beneath my car.) 
We had only been able to scan her vehicle by plugging in a diagnostic
scanner, which revealed a substantial number of trouble codes.  In addition, we had begun the process of
checking every fuse in the fuse box (and yes, we did mistakenly leave the fuse
box cover off initially but did put the cover back on later).  We did not have any problem with the headlights
– they worked for correctly for us.  But
it was in the same condition; it was still damaged by a collision, and the
ignition switch was still pushed into the dash. 
We had not disconnected anything, repaired anything, or done anything
that would cause the issues that were already in existence when the vehicle was
brought to our shop.  Of course, we are
not perfect and do make mistakes from time to time.  When we do make a mistake, we correct it at
our expense.  The electrical specialist
verified that these issues could have manifested themselves at any time due to
the nature of the damage in and on her vehicle (even the smoke smell made sense
to them since they found the ignition switch to be collapsed in the dash and
was probably causing an electrical short). 
We did not cause any of this damage or the electrical issues, and cannot
be expected to tow vehicles at our expense for issues we did not create.  I believe we went above and beyond the call
of duty to help Ms. [redacted], and did not charge her anything.  Her vehicle has electrical issues and needs
repairs in order to work properly. 
(My
response:  [redacted] should not have even
accepted my car for diagnostic check and or repair of any kind.  He knew the car was giving electrical repair
codes when I left it with him.  I showed
him the codes that had been identified by Midas muffler, when they serviced the
transmission two weeks earlier.  Not only
[redacted], but his service tech, assured me they could handle the problem, before I
left the car with them.  Also, one would
think, that since they so readily admit they are incompetent to do this kind of
electrical diagnostic work, they would have referred me to the electrical
repair service instead of accepting the car in their shop. I still want Eagle
Transmission to take responsibility and return my car to the drivable state it
was in, when I left it with them.)
Regards,
[redacted]

While moving Mr. [redacted]’ vehicle out of the
way for a garbage truck to enter, we backed up and accidently hit a
dumpster.  Our insurance company is
taking care of the body damage to his vehicle. 
However, this vehicle did arrive at our shop with internal transmission
problems...

(it is a 14 year old car with over 277,000 miles on it).  As stated previously, our insurance will take
care of the body damage, but of course, it will not buy this customer a new
transmission.  While we certainly regret
the damage, the accident was an honest mistake and we simply cannot replace the
transmission free of charge.  However, Eagle
has offered different options for Mr. Silmon to repair/replace his transmission
at a greatly reduced cost including free labor to install if customer purchases
parts or another transmission at our cost.

See attached response.

Customer’s transmission
was originally overhauled in November 2014 and worked correctly upon
delivery.  Our shop does not have a
record of five return visits (especially for the same malfunction).  We do however, show the customer returning
the following August (nine months and 10,000...

miles later) with a different
concern.  We found a problem with his
onboard power train computer.  This was
not malfunctioning when the customer originally brought his vehicle in for
repair, and therefore not replaced at that time.  However, we replaced this computer at no
charge to the customer despite not being a warranty item.  Vehicle worked properly and customer took
possession.  This is the first we have
heard of any issues or dissatisfaction from the customer.  We have tried to contact the customer but so
far have received no response.  We are
happy to help our customers, but would need Mr. [redacted] to bring his vehicle in
so we may evaluate and diagnose any/all concerns.  After that, we will make a decision on what
needs to be done and if we are able to help him.