Portland Torque Products

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 processWe spoke with [redacted] and stated that we do have a warranty process that we need to abide byAfter 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 websiteThe customer is well aware of what our warranty covers and how it worksWe are going to abide by our warranty and repair the transmissionWe will first need to get the unit back to our facility to make the necessary repairsWe do not have another transmission for that application that we can just send the customer to replace the unit like the customer would likeThat is also not how our warranty process worksI have attached a copy of our year warranty

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 vehicleWe remanufactured the transmission and sent it to the customerThey installed the transmission and began to have issuesWe 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 proceduresWe sent them all of the technical information on the procedures They assured us that the re-learn procedures had been doneThe customer continued to have problemsAt that point we determined that the unit needed to come back to our facility for inspection and repairWhen 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 problemsIt is believed that he vehicle itself has electrical problems causing these issues

We have fully upheld our warranty agreementWe made payment to [redacted] to cover labor performed on the transmission per our detailed warrantyWe 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 payingWe have made every effort to satisfy this customerIt should be noted that the problems that are occurring are self inflicted, in that the GVW (gross vehicle weight) for this particular vehicle is lb and the customer is keeping the van loaded at lb, or more, consistentlyIt should only be at 70% of the GVW on a regular basisWe did inform the customer of this because we felt it was in his best interestThis 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

Complaint: [redacted] I am rejecting this response because: It is not a warranty issueWhen I described the noise to them and what my mechanic said they said it would need to come back that it was the transmissionI am completely aware of the warranty and understand itAgain it is not a warranty issueIt is a faulty transmissionIt never worked right to begin withElizabeth never told me over the phone that they tested the transmission before it went out and that it was working So this is unreliable informationYou also stated yourself the noise was the transmission and you contacted my mechanic and there was no problem with installationAny 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 goI 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 ofReading 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 doGiving me a working transmission and pay all the costs because it is faulty and was faulty to begin withSincerely, [redacted]

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

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 transmissionWe warrantied/repaired the unit and sent it back to the customerThe second time the customer complained about having issues with the transmission, we requested that he send the unit to us again for repairWhen we received the transmission here at Portland Torque products our technician took off the pan for the transmission he found contaminants in the panWe then spoke with the customer and he stated that the transmission was stored outside in the rain for a couple of weeksSo, 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 stripsThe test revealed that there was not only water in the converter but there was also coolant in itThe only way that coolant or water can get into the converter is if the transmission was ran with these contaminates in thereWe told the customer that we could not warranty his transmission because it failed from contamination which is not covered under our warrantyWe 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

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***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 timeMsM [redacted] knew that was the main reason I hired them and didn’t say a word about the machine being out of serviceThey 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 remanufacturingShame 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 transmissionOur commitment to producing a quality product is second to none, which is why we are able to offer our industry leading year/100,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 partsWith our remanfuactured products, each transmission is carefully disassembled, hard parts such as gears, valve bodies, shafts, etcare 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 pm Pacific TimePlease give us a call at 877-318-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 othersThe real reason you shouldn’t hire them is because they are not an honest businessAn 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 didWhat is true is they lied from day one then played games and more lies to cover up the first liesWhich cost me over 1K above the cost of the remanufactured transmissionI'm year old on disability I am not a bankIf 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] ***

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 meSincerely, [redacted]

The customer sent Portland Torque Products the transmission back for warranty repairWe made repairs to the transmissionWe 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 transmissionIf the customer does not want us to warranty his transmission we will be willing to refund the customer the cost of the transmission

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 receivedTheir 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 operateState of Oregon should be ashamed that they have companies operating with the pure intent of not performing work in good faith Sincerely, ** ***

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 diagnosticsAfter speaking with his mechanic, our technician determined that the transmission would need to be returned to our facility for warranty repairI then related to him how our warranty process works and what it entailsOur 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 radiatorUnfortunately, 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 internetWe told Mr [redacted] that we would repair his transmission and reimburse him for labor as per what our warranty statesHe would just need to have his shop pull out the transmission out of the vehicle and send it back to us for repair

This IS a warranty issueIt is not the place of the customer to deem what is and what isn't a warranty issueThe transmission was tested and was in working order when it left our facilityWe stated to the customer that we would abide by our warranty and repair the unitAs our warranty states we will cover labor at $50.00/hr motor factory time

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

On 4/27/we received Mr [redacted] transmission into our shop for us to remanufacture for himWe remanufactured the unit for him and on 5/11/we shipped the unit back to his shop (Alex Auto Service) for them to installOn 5/18/we spoke to Mr [redacted] and he stated that they were having issues after installing the transmissionI had my technician speak with his mechanic to determine what was going on with the transmissionThe 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 unitMy technician related this to his mechanicAfter 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 transmissionMr [redacted] was not charged for the round trip freight (which is covered under the warranty) to send the unit back to usWe received his transmission on 6/7/At this time, I explained to Mr [redacted] that we were extremely busy but I would make this a priority once it came in hereI 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 transmissionAt 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/we had our dyno testing machine back up and runningAt that time we tested Mr [redacted] transmission and were able to replicate the issue that he was havingIt was determined that the bearing on the overdrive drum (which is a sealing surface and a bearing race) had moved forward 1/of an inchIn 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/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