Portland Torque Products Inc

On 4/27/17 we received Mr. [redacted] transmission into our shop for us to remanufacture for him. We remanufactured the unit for him and on 5/11/17 we shipped the unit back to his shop (Alex Auto Service) for them to install. On 5/18/17 we spoke to Mr. [redacted] and he stated that they were having issues...

after installing the transmission. I had my technician speak with his mechanic to determine what was going on with the transmission. The transmission has to be reset and a shift adapts procedure has to be done in order for the transmission to relearn the shifts for the unit. My technician related this to his mechanic. After several phone calls back and forth my technician determined that we would need to get the transmission back to us to better determine what was going on with the transmission. Mr. [redacted] was not charged for the round trip freight (which is covered under the warranty) to send the unit back to us. We received his transmission on 6/7/17. At this time, I explained to Mr. [redacted] that we were extremely busy but I would make this a priority once it came in here. I also related to him that we wanted to put the transmission on the dyno testing machine to see if we could replicate the issues that he was having with the transmission. At the time that we received Mr. [redacted] transmission our dyno testing machine was down due to software issues.  Mr. [redacted] called every single day that we had the transmission here at the shop and every day I told him that we would let him know once we had the dyno up and running and were able to test his transmission.  On 6/28/17 we had our dyno testing machine back up and running. At that time we tested Mr. [redacted] transmission and were able to replicate the issue that he was having. It was determined that the bearing on the overdrive drum (which is a sealing surface and a bearing race) had moved forward 1/16 of an inch. In which, under load would fail to seal properly.  We repaired the transmission, dyno tested the unit and shipped it back to Mr. [redacted] on 6/30/17. The shop reinstalled the transmission and it is working perfectly.We feel that we have met our obligation to Mr. [redacted] and we are willing to reimburse him for the labor cost to remove and install the transmission as per what our warranty states.

We have determined that the issues that the customer is experiencing is not a transmission problem. We will not be refunding any money on this transaction due to the fact that we do not believe that the issues are caused by the transmission.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that a refund as resolution is satisfactory to me. Sincerely, [redacted]

This customer purchased a transmission from Portland Torque Products through [redacted], not long after the unit was sent back for warranty repair for a low pressure condition in the transmission. We warrantied/repaired the unit and sent it back to the customer. The second time the...

customer complained about having issues with the transmission, we requested that he send the unit to us again for repair. When we received the transmission here at Portland Torque products our technician took off the pan for the transmission he found contaminants in the pan. We then spoke with the customer and he stated that the transmission was stored outside in the rain for a couple of weeks. So, at this point we gave the customer the benefit of the doubt and we went ahead and tested the fluid in the torque converter with "Acustrip" testing strips. The test revealed that there was not only water in the converter but there was also coolant in it. The only way that coolant or water can get into the converter is if the transmission was ran with these contaminates in there. We told the customer that we could not warranty his transmission because it failed from contamination which is not covered under our warranty. We also told the customer that he could have his transmission back since we will not be doing the repair for this unit, all he has to do is pay the freight and we will send the transmission back to him.