Mr. Transmission & Milex Auto care

October 22, 2014Dear [redacted]:This is in response to your letter dated October 14, 2014.First, I would like to thank [redacted] for his business and for taking the time to contact you to share his concerns. I also thank you for being a patient mediator in this...

matter.After performing our investigation regarding [redacted]’s complaint, we came to the conclusion that [redacted] unfortunately did not follow the direction on the coupon properly, which reads: “Must present coupon at time of estimate” and below that it reads “Must present coupon at time of scheduled service”:Mr. Transmission & Milex Auto Care Phone: ###-###-#### [redacted] Fax: ###-###-#### [redacted], VA [redacted] www.mrtransmission[redacted].com Providing The Highest Quality Service And Products With Total Customer Satisfaction At All TimesWhen [redacted] called to obtain an estimate, he did not mention anything about the coupon. Instead, after he received the estimate and after he determined that our price was more economical in comparison to other shops, he decided to drop off his vehicle with us to complete the service, and again without mentioning the coupon.
When we completed the services, we contacted [redacted] that the vehicle is ready for pickup, and even then, [redacted] did not mention anything about the coupon either.
After several days, when [redacted] stopped by to pick up his vehicle, he presented the coupon to the store manager, which was already too late and it would have been in violation of the store policy if the manager would have accepted the coupon. Therefore, the store manager decided to follow the store policy and did not accept the coupon.
Unfortunately, [redacted] had 2 opportunities (1-at the time of obtaining the estimate and 2-at the time of dropping off his vehicle) to present the coupon to the store manager, but instead he waited until the pickup time to do so, which was already past the time limit of presenting the coupon.I apologize for not being able to address [redacted]’s complaint to his 100% satisfaction. However, we still value him as one of our customers and we still wish to have him come back for his future services and repair needs.
Thank you again for your assistance in this matter. If you have any questions or if you like to discuss this with me further, please contact me at ###-###-#### (direct).
Sincerely,Mr. Transmission & Milex Auto care

Review: The called this company asking about the price of an inspection of my transmission pan. At this time I was quoted over the price of the $150.00. After I turned my vehicle over to them I found a coupon on this businesses website that stated Free Performance Check. Our Free Performance Check includes a fluid check, road test, external adjustments inspection and pan examination. When I brought this coupon inside the manager initially denied even knowing about the coupon, and then he changed his story and said that this coupon (which again I found on his website) was not being used at this store. After that he changed his story again and stated that the coupon (whom he initially denied about earlier) was expired. As I look at the coupon it stated Expires: Limited Time Offer. It does not have any expiration date on it what so ever. I am listing the website of the business and the website where the offer is on to help further the investigation. [redacted]Desired Settlement: I am looking for my refund of $219.06.

This price includes the $145.00 for the inspection, the $15.92 for the shop fees, and the $53.94 for the fluid.

Business

Response:

October 22, 2014Dear [redacted]:This is in response to your letter dated October 14, 2014.First, I would like to thank [redacted] for his business and for taking the time to contact you to share his concerns. I also thank you for being a patient mediator in this matter.After performing our investigation regarding [redacted]’s complaint, we came to the conclusion that [redacted] unfortunately did not follow the direction on the coupon properly, which reads: “Must present coupon at time of estimate” and below that it reads “Must present coupon at time of scheduled service”:Mr. Transmission & Milex Auto Care Phone: ###-###-#### [redacted] Fax: ###-###-#### [redacted], VA [redacted] www.mrtransmission[redacted].com Providing The Highest Quality Service And Products With Total Customer Satisfaction At All TimesWhen [redacted] called to obtain an estimate, he did not mention anything about the coupon. Instead, after he received the estimate and after he determined that our price was more economical in comparison to other shops, he decided to drop off his vehicle with us to complete the service, and again without mentioning the coupon.When we completed the services, we contacted [redacted] that the vehicle is ready for pickup, and even then, [redacted] did not mention anything about the coupon either.After several days, when [redacted] stopped by to pick up his vehicle, he presented the coupon to the store manager, which was already too late and it would have been in violation of the store policy if the manager would have accepted the coupon. Therefore, the store manager decided to follow the store policy and did not accept the coupon.Unfortunately, [redacted] had 2 opportunities (1-at the time of obtaining the estimate and 2-at the time of dropping off his vehicle) to present the coupon to the store manager, but instead he waited until the pickup time to do so, which was already past the time limit of presenting the coupon.I apologize for not being able to address [redacted]’s complaint to his 100% satisfaction. However, we still value him as one of our customers and we still wish to have him come back for his future services and repair needs.Thank you again for your assistance in this matter. If you have any questions or if you like to discuss this with me further, please contact me at ###-###-#### (direct).Sincerely,Mr. Transmission & Milex Auto care

Review: I scheduled an appointment to have my transmission serviced on Oct 3rd 2014. The mechanic advised me to have a diagnostic prior to getting it serviced. I agreed because I never had the transmission serviced. He quoted me a discounted price for the diagnostic with service for $299. They found a minor third gear issue that he said not to worry about, and then performed the service. My car drove home fine, however when I was leaving that evening and backed out of my parking space, the car wouldn't drive forward, and just went backwards regardless of which gear I shifted in. I immediately called the shop, and told them that my car will not move, and he told me to bring it in the next morning. I also noticed that he didn't include the diagnostic on the receipt. My car was towed to the shop. I spoke to Nader about the problem, but rather than resolve the issue with professionalism, integrity, and good customer service by him saying," don't worry, we'll take a look at it and fix the problem," he escorted me to the back of the shop and proceeded to give me a "lesson" in how transmissions work, and blaming the problem on new "major" issues with the transmission. I told him that I wasn't interested in a "lesson," and reminded him that my car was in good running condition with no major transmission problems prior to bringing it to your shop. He continued to try and change the subject, and I reminded him again that I only requested a simple service, not a repair. He continued to try and convince me that it was another problem. They didn't flush the transmission, so there shouldn't have been any metal debris circulating through my transmission fluid as he suggested. They broke my car, and tried to blame it on new major issues. After I made my argument convincingly, I'm certain he realized that I'm no dummy, and clueless about cars. They repaired the filter that they installed wrong, and made me wait 3 hours, and serviced another customers vehicle who came in after me. They cannot be a trusted.Desired Settlement: Mr. Transmission should be made aware that they participate in shady business practices, particularly regarding women. I think this issue should be brought not only to the attention of the franchise owner, but the principal who they purchased the franchise from.

Review: I [redacted]. [redacted] had my 2004 ion Saturn coupe towed to Mr. Transmission on 6/7/2013, after failing on me. I than called and to ask how long it would take to determine the diagnosis of my car and if it was the transmission. I was told by a representative of Mr. Transmission that they would know by the next day which was Saturday. I then called around 9 a.m. Saturday morning 6/8/2013, and ** answered the phone, I then told ** what was said to me in reference to my Saturn. **, said the he was not the person to whom I spoke with Friday, it was his brother, but he is still doing the diagnosis on my car at the time and would give me a call by noon, and he would know at that time. I then called **. at or around 1:00 p.m. to find my answers, ** went to tell me that my transmission was broke, I asked what components were broke and he continued to say that is was broken, an no good. I then tried to explain to him that I needed to know exactly what was wrong, how long it would take to fix, and what would be the cost for the diagnosis. I told him that I have a rental car and I need to know for financial reasons what it would cost me. Prior to taking it there I had called my warranty company and they had informed me that I was responsible for the cost of the diagnosis if said repair facility required a fee. **, continued to avoid the questions, an did not give me any answers. Again, I explained to him the urgency in which I needed to know, so that I could figured out if I could afford my rental car. He, said that was not his business **, continued to try and explain I don't know what to me, and told me in an aggressive tone that I wasn't listening to him. I then became shocked at his tone to a me a customer! I then told him too listen, in the same tone, ** then in anger told me to just come get my car. I then asked my father [redacted]. [redacted] to come with me to see ** at Mr. Transmission and why. My father has over 41 years in mechanical repairs himself! When my father an I arrived at Mr. Transmission, I introduced both myself and my Father to **. My father then asked ** what was wrong with my transmission in detail, however ** just said again that it was broken. My father then asked ** if he had a diagnostic print out of the electrical diagnosis and he said yes, my father then asked if we could see it, an ** could not produce one. **, then began to bring my father into his shop to show and tell him about another transmission on the wall of his shop my father that told him that he knows all of that and then starting point out components verbally asking if it were either of them that failed. ** could not answer any of that! My father then told ** that he was not done with the diagnosis if he could not produce physical evidence of what failed on my car transmission. I then asked ** how long it would take to complete the diagnosis, because I needed to know how long I would need my rental extended. ** then said that he would know that Monday 6/10/2013. I then asked again how much does the diagnosis cost, and I explained to him what my warranty told me, which was that I am responsible for the diagnostic fee if any. **, then insisted that my warranty company would pay the fee, I again told him no they said no. **, then said "I will not charge you for diagnosis", My father than said to **, " I am a witness that you said that you will not charge my daughter for the diagnosis of her vehicle", **, said, "Yes, I will not charge her for the diagnosis". I also informed ** about the $68.00 per day that I was paying for my rental, he then told me that he would pay for two days of my fee and told me to tell Enterprise rental that my car is @ Mr. Transmission getting serviced, and my fee would only be $30.00 a day due to a deal that they have. **, continued to tell me that my warranty would pay for everything. My father and I left with the agreement that I would hear from ** Monday the 10th of June. **, Called me at work on June 10th, he informed me again that my transmission was broke, and said that he needed to do an internal diagnosis, and that it would cost $1,100. I said to him, "You told me that you were doing a diagnosis from Saturday till now, and that you would not charge me." **, then went into another spill about don't worry the warranty company will pay, he just needed my permission to do the internal diagnosis. I said go ahead, and I asked how long it would take, and he said two days. His brother then called me on Thursday ,I believe the 13th of June, and told me that my Transmission was no good, it would cost $4100.00 to repair, and $5,000 for a rebuilt transmission. I said okay I will go with the repair. I gave him the info for my warranty company, because they have to approve via inspection the problem visually, and okay the repair satisfactory to them. The same gentlemen called me back the next day and told me that he could not find the parts to repair my transmission anywhere, and that I would have to go with the rebuilt transmission now at $5.517.00. I told him to wait until I call him the next day perhaps my father could find the parts. The gentlemen expressed that I need to let him know by the end of the day, I agreed. I called back after talking to several other people and repair shops, and I told him that it was to much to be paying and that I found transmission online for my car and parts for $1500.00. The gentlemen got angry and starting telling me know that the people and I don't know about transmission, we were wrong, and he said that my warranty company would pay. I then said that I want to move my car somewhere else, he got even angrier and told me that would have to pay for the diagnosis. I told him to go ahead. I also said that I need a price quote before he does anything. Now Monday of the next week roles in and I receive a call at work from him again telling me that my warranty company pay. I asked why and he did not know. Finally I talked with them and they were awaiting mileage documentations from Mr. transmission or a third party. That was complete by Wednesday the 19th of June, and I then got a call again from Mr. Transmission stating that my warranty company is only covering $3,350.00 of my cost. Mr. transmission expects me to pay the remainder of the $5,517.00 of that fee. I told him that I did not have that money to pay, what was my alternative. He said that I could apply for car care loan. I went to the office and did that, it was not approved, and I talk with **, and we agreed that I would pay $800.00 Monday the 6/24/13, and that I would pay $200.00 per week for 7 weeks until paid. know of which was in writing! After being very sick and depressed about this That same Wednesday I talked with a friend of my and shared my situation she told me to a friend of hers who is a mechanic. I spoke with him Thursday the 20th of June [redacted] was in disbelieved and told me know don't pay that I will find it cheaper and do the repairs correctly. I then called Mr. Transmission and told the that I did not want there services and that I would be towing my car on Friday the 21st of June. Again I got the angry tone and was told that I had to pay the $1,100.00 dollar. I then went up there Friday to pay the amount in question, I was told that my car was not ready for towing, the engine had to be support by the bolts and sub plate, one the technician showed me what they were talking about and to me that they would be finished the next day Saturday the 22nd of June by noon. I then went back in with the brother of **'s and prior to paying I ask him if he would charge me storage since they failed to have it ready to be towed, he told me no. I then asked if he could write it on my receipt, because I have been advised to get all things in writing by an attorney. The gentlemen said no and SNATCHED THE INVOICE OUT OF MY HAND AND ANGERLY TOLD ME TO GET OUT AND LEAVE HIS BUISNESS. I was afraid and wanted to really get my car out of there. I then told him to just give the paper and let me pay and go. So I did exactly that. Saturday I got a call from ** , the brother, I told him what happen, he said nothing. ** said that my car was ready to be towed. I had my father go out to Mr. Transmission to make sure my transmission and all the parts were in my car as they said it would be. ** told my father that my transmission was in the trunk of my car and that my bolts were in a box on the floor of my car. Upon delivery of my vehicle to TLC repairs, the tow truck driver and [redacted] the new repair guy, stated that the bolts for my transmission was not in a box they were falling from my vehicle as my car was being towed, they found a total of three bolts on the bed of the tow truck my engine and other parts may be compromised. [redacted] later informed me that my engine mount was broken. That was not the case prior to taking my car to Mr. Transmission.Desired Settlement: I truly desire customer service satisfaction. I believe that they were taking me for bad, I feel bullied and I wish to have all my $1,100.00 dollars back. Thank you.