Portland Torque Products Inc

Complaint: *** I am rejecting this response because: Portland Torque promised when I paid the entire price of repair they would repair all soft parts and hard parts broken or badly wornUpon receipt of my alleged repaired tranny, the reverse gear failed within daysPTPI agreed per the warranty to repair and pay for labor costsI asked for documentation of the parts initially repaired to provide evidence they actually repaired the entire transmission and as of today I have never receivedI challenged Elizabeth M*** (she said I was difficult) requesting documentation to show what they had done to my reverse gear in terms of repairShe refused and hung upI was told I could return the tranny at a cost to me of $(to have a mechanic pull and replace the tranny as well ship it)No guarantee they fix next time but for $you can send it back and back and back and they’ll honor their warranty! Bogus warranty schemeGenuinely devilishI consider myself an informed consumer at years of age, but I was baited believing the initial repair should fix the transmission not calculating the cost of re sending each time their repair work failedI’m the suckerRead the complaint about this un-American, unethical business owner, Dave N***.I am requesting a documented list of repairs for the initial repairI can’t believe a business in the automotive repair industry would not their customer a record of documentation of the actual repair work to provide evidence they actually did what they promise to doI have relayed to the owner I will not stop pushing for relief until the BBA or State AG says to cease efforts.Sincerely,** ***
Sincerely,
** ***

We have procedures that we have to follow when there are any issues with our productThere is a determination process that we have to go through to determine what is going on with the transmissionWe collect any information as to the functionality of the vehicle including any codes that the vehicle may haveOur technicians then research any trouble codes (there are so many codes for different vehicles they cannot remember all codes) to figure out if it may be a issue with connection, pressure, cooler flow, electrical, or even an issue with the vehicle itselfI am sorry that Mr*** did not like our determination process but we have put this into play to help our technicians understand and determine any issues that may arise when installing or using our productIt also helps us determine if it is a minor repair that can be done by the shop or if the transmission needs to come back to us for repairMr*** is not above any of our other customersNo matter whom the customer is or what the issue may be, we have procedures that we have to followWe have not spoken to Mr*** since he called and threatened to put a stop payment on his credit card unless we paid him in full for the whole amount that he was charged by his mechanic We have received an invoice from Mr*** for his labor claim and it is being processed for reimbursement We have abided by our warranty and plan on reimbursing Mr*** the labor as per our warranty for the work that was done This is not the full amount of his claim…as per what our warranty states we pay out $an hour, motor factory time. I have attached the warranty

I do not acceptNo arrangements for any refund was mentionedIf need be I will follow up with an Attorney

Complaint: ***I am rejecting this response because: I'll be contacting an attorney for this matterIt is in fact the transmission and we will prove it my car never had any problems before thisThey in fact put my whole family in danger by telling me to drive the car the way it is and we broke down with my kids in the car on one of the busiest intersections. Sincerely,*** ***

Good Morning
Enclosed please find a written statement from my Spokane Mechanic.
***Please see attached*** Statement redacted by Revdex.com

I is unfortunate that there were issues with the transmission that ***'s purchased from our companyWe followed our warranty process and repaired the transmissionAs far as paying out for the rental car, our warranty states that we do not reimburse for rental vehicleI have attached a copy of
our warranty for reference
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because: It has been proven by my written statement and that of *** owner and manager's statements that not one, but two defective transmissions were shipped back to ***'s transmission shopwithin the long delay of eight weeksIf Portland Torque Products had previously tested these re built transmissions before shipping them up to Spokane, I would not have experienced this frustrating delay
I consider this very bad businessIf this company had given quality workmanship with integrity, I would understand and accept this long delayI was a victim of their poor integrity in choosing to supply two defective re built transmissionsHow would Portland Torque Company think this would be acceptable when obvious problems quickly occurred afterwards. ***'s owner will be fully compensated, but I must accept nothing for my stressful experience of not having my car for eight long weeksAfter loosing my husband a few months ago, I had to rely on family and friends to take care of my transportation needs .Many times I went without rides, since I did not want to wear out my friends kindness to meAnd it was too expensive to rent a car each weekI feel that victimized in an extemptuating circumstance and should be considered for monetary reimbursement
Awaiting your just response,
Sincerely,
*** ***

On 9/11/2017 I spoke with Mr. [redacted] and told him that his transmission needed to be returned to our company for warranty repair. I also related our warranty process and what it entails (the warranty for all of our products is posted on our website and a copy is sent with every unit that leaves our facility). That is when he became very nasty with me over the phone. I haven’t spoken with Mr. [redacted] since then, but he sent many emails to the owner of our company making it a game out of sending threatening emails and posting terrible reviews online. He has demanded that we provide him a list of all parts that were replaced in his transmission. We are NOT an auto repair shop, we are a re-manufacturing company. We do not keep lists of all parts needed for every transmission that we re-manufacture. We are a very large facility with a large parts department. When we need parts for an order, we just pull the parts off of the shelf. The owner responded to his emails and he told Mr. [redacted] that if he did not want to return the transmission back to us for warranty repair than there is nothing further that we can do for him.  We will repair the unit for Mr. [redacted] and reimburse him for the labor as per what our warranty states. He will just need to send the unit back to our facility.

We spoke with Mr. [redacted] a few times in regards to him having issues with his transmission and I told him that he would need to take the vehicle back to the shop for diagnostics. After speaking with his mechanic, our technician determined that the transmission would need to be returned to our...

facility for warranty repair. I then related to him how our warranty process works and what it entails. Our warranty is posted online on our website plus Mr. [redacted] received a copy of our warranty with the transmission itself.  We do not charge the customer for any repairs unless it was something that was caused by improper installation or unless it was something cause by the vehicle such as contamination from the radiator. Unfortunately, Mr. [redacted] did not like the terms of our warranty and he became very nasty with me and has made a game out of slandering our company and myself all over the internet. We told Mr. [redacted] that we would repair his transmission and reimburse him for labor as per what our warranty states. He would just need to have his shop pull out the transmission out of the vehicle and send it back to us for repair.

First, the unit was purchased by [redacted] not [redacted] therefor our customer is [redacted] and not [redacted]. The transmission seemed to be in working order when it left our facility because it did pass the dyno testing process. We spoke with [redacted] and stated that we do have a...

warranty process that we need to abide by. After it was determined that the transmission needed to come back to us for warranty repair I spoke with [redacted] and stated that we would need to get the transmission back to our facility so we open up the unit to see where the failure was.  The warranty was emailed to the customer with their invoice, it was attached to the front of the transmission, and it is also posted on our website. The customer is well aware of what our warranty covers and how it works. We are going to abide by our warranty and repair the transmission. We will first need to get the unit back to our facility to make the necessary repairs. We do not have another transmission for that application that we can just send the customer to replace the unit like the customer would like. That is also not how our warranty process works. I have attached a copy of our 5 year warranty.

Complaint: [redacted]
I am rejecting this response because:More shenanigans is what they’re up to! Portland Torque Products AKA TransmissionExpress couldn’t even get the process of remanufacturing a transmission done correctly the first time.  I believed TransmissionExpress AKA Portland Torque Products advertising and I believed Ms M[redacted]. Ms M[redacted] the business manger/salesman took our money with full knowledge they could not perform the job as contracted because the dynamometer testing equipment was broken down and had been out of service for a long time. Ms. M[redacted] knew that was the main reason I hired them and didn’t say a word about the machine being out of service. They shipped back an untested supposedly remanufactured transmission skipping major steps in the process and it was returned to us in the same non-operational condition as it was when sent to them for remanufacturing. Shame on them.In their own words:“At Transmissions Express, we maintain one of the largest ready to go inventories on the West Coast, or alternatively, can offer a rapid custom remanufacturing of your existing transmission. Our commitment to producing a quality product is second to none, which is why we are able to offer our industry leading 5 year/100,000 mile Limited Warranty at no additional charge (yes, some of our competitors actually charge extra for their various warranties). While the terms remanufactured and rebuilt are often used interchangeably by the consumer and sometimes by those in the industry, the Remanufactured transmission product is far superior to merely "rebuilt" transmission, which often involves replacing only worn or damaged parts. With our remanfuactured products, each transmission is carefully disassembled, hard parts such as gears, valve bodies, shafts, etc. are cleaned and inspected, with any out of specification parts replaced, all new soft parts installed, and each transmission is then dynamometer tested for proper operation.Each of our transmissions comes with a remanufactured torque converter at no extra charge (many of our competitors charge extra for this). In many cases, your order will ship the same day if called in before 1 pm Pacific Time. Please give us a call at 877-318-6433 for a no obligation quote, or e mail us at [email protected] Advice is always free.”Thinking of hiring them for their great warranty "process?" DON’T or the fact they test each remanufactured transmission for proper operation before shipping NOT or their fast turnaround NOPE, it wasn’t true in my case and others. The real reason you shouldn’t hire them is because they are not an honest business. An honest business would have said the dyno machine is out of service give us a call back in a few weeks and we’ll get it done for you, but that’s not what they said or did. What is true is they lied from day one then played games and more lies to cover up the first lies. Which cost me over 1K above the cost of the remanufactured transmission. I'm 66 year old on disability I am not a bank. If I could, I would charge them interest on the money I put up for them that's now stuck in some bizarre process.  Is it acceptable that this business is allowed to defraud consumers repeatedly?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We hired Transmission Express Aka Portland Torque Products, Inc for their advertised remanufacturing process and after further confirmation from Ms. M[redacted] that these are indeed the steps taken and they had everything need to remanufacture our make and model of transmission.“At Portland Torque, our transmissions undergo a much more extensive remanufacturing process in which the completed transmission meets or exceeds the original equipment manufacturers (OEM) specifications. In this process, the following takes place: 1. The transmission is completely disassembled; all parts are thoroughly cleaned and inspected.   2. The valve body has been disassembled; all parts are thoroughly cleaned and inspected.    3. Electrical/electronic components, such as solenoids (if equipped) have been inspected, tested, and if needed, replaced with     new or remanufactured components.   4. “Soft” parts, such as seals, gaskets, o-rings, etc. replaced with new.   5. “Hard” parts, such as planetary gears, shafts, pumps, etc. are thoroughly     inspected, any worn, damaged, or out of spec parts replaced with new.     6. Remanufactured Torque Converter supplied. 7. Transmission is Dynamometer tested for proper operation prior to shipping  (subject to test machine software availability for the particular model)."As you can see from Transmission Express Aka Portland Torque Products, Inc Revdex.com statement number 7 was skipped the last and most important step to insure proper operation was not taken.Not only was it not taken we were continually mislead and told the fail codes must be a separate problem. They refused to take the transmission back without testing out their other theories first, which proved unnecessary. We would NOT have spent one cent extra, if we knew the transmission was not dyno tested for proper operation before shipping, per our agreement.We believe Ms. M[redacted], et al at Transmission Express Aka Portland Torque Products, Inc has acted in bad faith fully conscious of their action and should be held accountable for their  negligence. We expect full restitution of all extra monies spent because of their failure to perform, misrepresentation of the facts in words and print. We also ask them to remove step number 7. Transmission is Dynamometer tested for proper operation prior to shipping from their website advertising. We started this process end of April 2017 as of August 15, 2017.  Ms. M[redacted] Transmission Express Aka Portland Torque Products Inc has not reached out to us or returned our calls. There is no evidence of willingness from Transmission Express Aka Portland Torque Products Inc to bring this case to its proper end.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I've already stated my position Portland torque Products Inc continues to hide behind a warranty program that masks a fundamental error in their business model that is once again their warranty does State they'll repair anything that doesn't work but the fact is they continue to do the initial repair that isn't satisfactory requiring the customer to spend significant dollars to return the transmission back to them for repair that is not guaranteed to work when it's received. Their most recent response gives further insight into their business model in that they call themselves a remanufacturing shop which doesn't require them to provide any documentation on the work performed is this really the United States of America how can such a business model allowed to operate. State of Oregon should be ashamed that they have companies operating with the pure intent of not performing work in good faith
. ..
Sincerely,
** [redacted]

Complaint: [redacted]I am rejecting this response because: It is not a warranty issue. When I described the noise to them and what my mechanic said they said it would need to come back that it was the transmission. I am completely aware of the warranty and understand it. Again it is not a warranty issue. It is a faulty transmission. It never worked right to begin with. Elizabeth never told me over the phone that they tested the transmission before it went out and that it was working.  So this is unreliable information. You also stated yourself the noise was the transmission and you contacted my mechanic and there was no problem with installation. Any reputable company would take back their product and eat the cost when indeed it never worked right to begin with and was having problems from the get go. I also understand the transmission has to go back to the factory, but you are asking me to pay for it up front and then most likely you will never reimburse me for what you should be taking care of. Reading other Revdex.com complaints from your company, you have indeed not reimbursed customers in full and there is a consistency.  I stand by what I am asking you to do. Giving me a working transmission and pay all the costs because it is faulty and was faulty to begin with. Sincerely,[redacted]

PTP warrantied the transmission twice. We were able to get the customer back on the road. As far as the warranty reimbursement goes, we will pay out our customer [redacted]'s for any work that was done. We do not pay out any reimbursement for rental cars(as it states in our warranty).

We have fully upheld our warranty agreement. We made payment to [redacted] to cover labor performed on the transmission per our detailed warranty. We included a copy of the Motor Factory Time, for the work that was covered with our payment, so the customer was clear as to what...

we were paying. We have made every effort to satisfy this customer. It should be noted that the problems that are occurring are self inflicted, in that the GVW (gross vehicle weight) for this particular vehicle is 8600 lb and the customer is keeping the van loaded at 8460 lb, or more, consistently. It should only be at 70% of the GVW on a regular basis. We did inform the customer of this because we felt it was in his best interest. This customer has come to us with numerous threats of negative reviews online about our business; we met those threats with continued respect for our customers needs, and simply focused on addressing the issue at hand with the transmission.

This IS a warranty issue. It is not the place of the customer to deem what is and what isn't a warranty issue. The transmission was tested and was in working order when it left our facility. We stated to the customer that we would abide by our warranty and repair the unit. As our warranty states we will cover labor at $50.00/hr motor factory time.

As you can see [redacted](they spelled his name wrong) [redacted] is the person who got billed, but [redacted]me) is the purchaser. This seems to show some dishonesty on their part. Trying to wriggle out of a problem they don't want to deal with.

The customer sent Portland Torque Products the transmission back for warranty repair. We made repairs to the transmission. We have followed our warranty process unfortunately the customer is unhappy with our warranty process that he was made aware of and he agreed to when he purchased the...

transmission. If the customer does not want us to warranty his transmission we will be willing to refund the customer the cost of the transmission.

When Ms. [redacted] placed the order with our company we stated that due to the type of transmission she has in her vehicle and the electronic that are in it, that we would have to re-manufacture her original transmission for the car.
When we received the transmission at our facility our technicians...

questioned if the unit was truly the original transmission for the vehicle due to the spray paint markings on the case of the transmission (Typically what we see on transmissions that are purchased from a wrecking yard). It was obvious that the transmission wasn’t freshly taken out of the vehicle. We remanufactured the transmission and sent it to the customer. They installed the transmission and began to have issues. We then had our technician speak with the mechanic (which has been very difficult since he speaks hardly any English). Our technician told the mechanic that this particular transmission has shift-adapts and re-learn procedures. We sent them all of the technical information on the procedures.
They assured us that the re-learn procedures had been done. The customer continued to have problems. At that point we determined that the unit needed to come back to our facility for inspection and repair. When we received the unit back to our facility our technicians tested and opened up the transmission and determined that the warranty was inconclusive (we found nothing wrong with the transmission).
We then sent the unit back to the customer and told them that we would need them to have the vehicle tested (all electrical wiring, grounds and components). They again assured us that all of this had been done.  They still continued to have the same problems.
We have replaced all of the electronic components (TCM-transmission control module) of Ms. [redacted]’s transmission more than once and she continues to experience the same types of electrical problems. It is believed that he vehicle itself has electrical problems causing these issues.