Metro West Transmission

we contacted the owner of this business to ask if he could work on the transmission of our Dodge Dakota truck, which has been in need of repair, the truck was at a garage and needed to be towed to MetrowestOnce he received the truck he called to tell us the truck was in need of brakes and asked if we were willing to replace the brakes, and we agreed for him to do sothe truck arrived at Metrowest transmissions on September 7thOn or about October 12th we called and asked how soon we can expect the truck to be finished He explain to me that it was "a Nightmare" and he wouldn't have ever taken it if he knew how"Bad this truck was"He said he had taken it apart but he can "throw all the parts in the back and we can have it towed out of there"I asked if he was able to fix it and he said he could but it was going to take time, at least another week A few weeks later I called and he said it will be another week After a few more weeks, we drove over there and nobody was there and nobody answered the phone Finally (almost two months later) on Friday December 2nd, I was able to reach the owner and he said it would definitely be done on the next Friday, the 9th We went to get it Friday and he said another hours and it will be doneWhen we went back the next day, Saturday the 10th of December, he was unwilling to accept a check for payment and said he wanted cash only At 12:on a Saturday afternoon we had to find a bank opened to get $in cash in order to take our truck He was rude, unprofessional and we highly recommend you NOT take your vehicle to him!

April 22, Dear *** ***:Thank you for your letter of April 14, regarding a concern which one of my customers recently submitted to youMy response is as follows:Rebuilding a transmission is simply thatI never inferred to the customer that a rebuild was
replacing all parts of the transmissionIt is similar to an engine rebuildThe transmission is disassembled, cleaned and thoroughly reviewed for visible wear and/or damageAs a part of the standard rebuild procedure, the parts typically known as ‘soft parts’ such as clutches, bushings, seals, converter, bearings, etc., are replaced whether worn or damagedHowever, ‘hard parts’, such as a pump, planetary, differential, etc., are not normally replaced unless they have visible wear or have been damagedThe hard parts also are not included in the price to rebuild the transmission because the technician cannot possibly know if they are bad until they tear down, dismantle and inspect the transmissionThere is no need to replace parts that are not damaged or wornHowever, in this customer’s case, there were two hard parts that needed to be replaced, which were the drive shell and intermediate hub, and I replaced those at no charge during the initial rebuild.The initial rebuild was completed on October 4, In early December 2013, the customer called and indicated the van was driving fine, but it lost reverse again which was the initial problemHe asked if I would honor my warranty and I said I said yes this is completely covered, but as shown on my invoice, all warranty work must be returned to my shop at the customer’s expense.The customer had the vehicle towed to me in mid-January of While dismantling the transmission, I saw that a gasket had blown out to cause the reverse problem and this was a warranty itemHowever, upon disassembling the transmission further, it became obvious that the vehicle had been misused because the pan was full of aluminum chips indicating there was significant damage to the differential and the casingI went further down and found that the differential pin had broken and was spinning around in the casing causing the metal chipsWhen I saw the differential and casing (parts that rarely need to be replaced) had been damaged beyond repair I understood that there was excessive abuse and negligence to the transmission which is not covered under the warrantyI called the customer and advised him that the reverse problem was covered, but the other parts damage was not due to abuse; however, I did agree not to charge him any labor to remove and install these partsI also told him I could not continue the warranty due to the excessive abuse to the transmissionHe said “you have to do what you have to do” and then admitted he got stuck on ice and snow, revving the vehicle excessively in an attempt to free itTwo days later he called and indicated that he had the money so I could begin locating the parts and repairing the damage.When the customer and another individual picked up the vehicle in mid-February, I explained the situation again and the customer said he would never abuse the vehicle againHe signed the paperwork? acknowledging and agreeing to voiding the warranty and paying the additional $He gave NO indication that he disagreed with me regarding the additional payment or voiding the warranty.A few weeks later, I saw the customer had written a bad review on ***.com about me containing false, derogatory and inflammatory statementsI contacted him on March 24, 2014, with my sister listening to the entire conversation, in an attempt to come to an amicable resolutionHowever, there appeared to be no need as he was very apologetic and claimed he had nothing to do with the reviewHe indicated that his wife had written it and again reiterated that he was completely satisfied with the job and understood why there was an additional cost and the warranty was voidHe also said he would have his wife correct the review indicating he was satisfiedThis is all documented on *** website: ***A week or so later, I called the customer again since the review had not yet been removedI was sincerely making an effort to resolve this situation to both parties’ satisfaction, but his wife hung up on meI called back again and it went to voice mailI left a message indicating my dissatisfaction with the content of their review and advised I believed it fell under defamation of characterA few days later, another incredibly bad review came up on *** under the customer’s wife’s nameThey continued to place false, disparaging and inflammatory statements under multiple websites, including, but not limited to those shown belowI have been in contact with several of the website owners which have removed the reviewsTwo of the companies verbally indicated that the content of the reviews were abusive in nature and not permissible on their websiteThey were able to successfully remove themHowever, other companies attempted to remove the reviews, but they continue to reappearI can only assume the customer re-introduces the reviews.*** *** *** *** *** *** *** ***When I spoke with the customer on March 24, 2014,indicated I would reinstate the warranty which expires on October 4, 2014, so this should not be an issueAs for the $350.00,will show good faith and return the money to the customer ONLY when the customer shows good faith and lives up to their promise to have the reviews removedThis includes every reviewEVERY false, misleading, inflammatory, disparaging comment that they have placed on the Internet must be removedCounsel has indicated they are slanderous in nature and legal recourse is an option.In my years of business, I have never had a bad review and my other reviews as shown on the *** website can attest to thisI pride myself on being honest, upfront and providing quality work for a reasonable pricePlease feel free to contact me or have the customer contact me at ###-###-#### or ###-###-####.Sincerely,

Had my 2007 Dodge Nitro Transmission rebuilt by Metro West. The owner is a great guy with exceptional skills. The Nitro has never shifted as good as it's shifting now. I was impressed with his professionalism and his time commitments. I definitely recommend Metro West to anyone in need of Transmission work. All the best to Metro West Transmissions.

we contacted the owner of this business to ask if he could work on the transmission of our 2007 Dodge Dakota truck, which has been in need of repair, the truck was at a garage and needed to be towed to Metrowest. Once he received the truck he called to tell us the truck was in need of brakes and asked if we were willing to replace the brakes, and we agreed for him to do so. the truck arrived at Metrowest transmissions on September 7th. On or about October 12th we called and asked how soon we can expect the truck to be finished. He explain to me that it was "a Nightmare" and he wouldn't have ever taken it if he knew how"Bad this truck was". He said he had taken it apart but he can "throw all the parts in the back and we can have it towed out of there". I asked if he was able to fix it and he said he could but it was going to take time, at least another week. A few weeks later I called and he said it will be another week. After a few more weeks, we drove over there and nobody was there and nobody answered the phone. Finally (almost two months later) on Friday December 2nd, I was able to reach the owner and he said it would definitely be done on the next Friday, the 9th. We went to get it Friday and he said another 3 hours and it will be done. When we went back the next day, Saturday the 10th of December, he was unwilling to accept a check for payment and said he wanted cash only. At 12:15 on a Saturday afternoon we had to find a bank opened to get $1995.00 in cash in order to take our truck. He was rude, unprofessional and we highly recommend you NOT take your vehicle to him!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

this man ha our truck for 3 months, Each time we called it will be ready "next week". He caused us so much stress, was totally unprofessional, only takes cash and will not accept cards or checks!

Review: Had my transmission rebuilt on 10-4-12 and it carried a 2 year in house free parts and labor warranty. I paid 1,200.00 for what I believed was a rebuilt transmission.Mid December 2014, my transmission went out again while I was stuck in snow and I had to be towed home. I contacted Metro West and paid to have the van towed up to him on 1-14-14. I went to pick the van up on 2-11-14 and paid an additional $350.00 because he claimed the damage to the transmission was not part of what he fixed. I was NEVER told, nor does it state on the warranty, that I was paying $1,200.00 cash sale for a partially rebuilt transmission.I now possess a receipt that says WARRANTY IS NOW NULL AND VOID.So my van broke down again, transmission stopped working and now I had to pay to get it fixed while under warranty and then I lost my warranty as a result.Desired Settlement: I want my $350.00 back and the remainder of my warranty reinstated. I will pay the $100.00 tow fee to get it to him.

Business

Response:

April 22, 2014Dear [redacted]:Thank you for your letter of April 14, 2014 regarding a concern which one of my customers recently submitted to you. My response is as follows:Rebuilding a transmission is simply that. I never inferred to the customer that a rebuild was replacing all parts of the transmission. It is similar to an engine rebuild. The transmission is disassembled, cleaned and thoroughly reviewed for visible wear and/or damage. As a part of the standard rebuild procedure, the parts typically known as ‘soft parts’ such as clutches, bushings, seals, converter, bearings, etc., are replaced whether worn or damaged. However, ‘hard parts’, such as a pump, planetary, differential, etc., are not normally replaced unless they have visible wear or have been damaged. The hard parts also are not included in the price to rebuild the transmission because the technician cannot possibly know if they are bad until they tear down, dismantle and inspect the transmission. There is no need to replace parts that are not damaged or worn. However, in this customer’s case, there were two hard parts that needed to be replaced, which were the drive shell and intermediate hub, and I replaced those at no charge during the initial rebuild.The initial rebuild was completed on October 4, 2012. In early December 2013, the customer called and indicated the van was driving fine, but it lost reverse again which was the initial problem. He asked if I would honor my warranty and I said I said yes this is completely covered, but as shown on my invoice, all warranty work must be returned to my shop at the customer’s expense.The customer had the vehicle towed to me in mid-January of 2014. While dismantling the transmission, I saw that a gasket had blown out to cause the reverse problem and this was a warranty item. However, upon disassembling the transmission further, it became obvious that the vehicle had been misused because the pan was full of aluminum chips indicating there was significant damage to the differential and the casing. I went further down and found that the differential pin had broken and was spinning around in the casing causing the metal chips. When I saw the differential and casing (parts that rarely need to be replaced) had been damaged beyond repair I understood that there was excessive abuse and negligence to the transmission which is not covered under the warranty. I called the customer and advised him that the reverse problem was covered, but the other parts damage was not due to abuse; however, I did agree not to charge him any labor to remove and install these parts. I also told him I could not continue the warranty due to the excessive abuse to the transmission. He said “you have to do what you have to do” and then admitted he got stuck on ice and snow, revving the vehicle excessively in an attempt to free it. Two days later he called and indicated that he had the money so I could begin locating the parts and repairing the damage.When the customer and another individual picked up the vehicle in mid-February, I explained the situation again and the customer said he would never abuse the vehicle again. He signed the paperwork? acknowledging and agreeing to voiding the warranty and paying the additional $350.00. He gave NO indication that he disagreed with me regarding the additional payment or voiding the warranty.A few weeks later, I saw the customer had written a bad review on [redacted].com about me containing false, derogatory and inflammatory statements. I contacted him on March 24, 2014, with my sister listening to the entire conversation, in an attempt to come to an amicable resolution. However, there appeared to be no need as he was very apologetic and claimed he had nothing to do with the review. He indicated that his wife had written it and again reiterated that he was completely satisfied with the job and understood why there was an additional cost and the warranty was void. He also said he would have his wife correct the review indicating he was satisfied. This is all documented on [redacted] website: [redacted]A week or so later, I called the customer again since the review had not yet been removed. I was sincerely making an effort to resolve this situation to both parties’ satisfaction, but his wife hung up on me. I called back again and it went to voice mail. I left a message indicating my dissatisfaction with the content of their review and advised I believed it fell under defamation of character. A few days later, another incredibly bad review came up on [redacted] under the customer’s wife’s name. They continued to place false, disparaging and inflammatory statements under multiple websites, including, but not limited to those shown below. I have been in contact with several of the website owners which have removed the reviews. Two of the companies verbally indicated that the content of the reviews were abusive in nature and not permissible on their website. They were able to successfully remove them. However, other companies attempted to remove the reviews, but they continue to reappear. I can only assume the customer re-introduces the reviews.[redacted]When I spoke with the customer on March 24, 2014,1 indicated I would reinstate the warranty which expires on October 4, 2014, so this should not be an issue. As for the $350.00,1 will show good faith and return the money to the customer ONLY when the customer shows good faith and lives up to their promise to have the false reviews removed. This includes every review. EVERY false, misleading, inflammatory, disparaging comment that they have placed on the Internet must be removed. Counsel has indicated they are slanderous in nature and legal recourse is an option.In my 31 years of business, I have never had a bad review and my other reviews as shown on the [redacted] website can attest to this. I pride myself on being honest, upfront and providing quality work for a reasonable price. Please feel free to contact me or have the customer contact me at ###-###-#### or ###-###-####.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,