Scruggs Transmission Service Reviews (%countItem)
Scruggs Transmission Service Rating
Address: 5136 Hildebrand Rd NW, Roanoke, Virginia, United States, 24012-1538
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I have not received the services for which I paid. My explanation and attempt to resolve the issue with the merchant follows. At the end of October 2018, I had my Nissan towed to Sruggs because it wouldn't go into gear. I paid for a diagnostic (that diagnostic report was never provided) and was told it needed a new transmission. On 11/8/18, I picked up my Nissan and paid $2,450 for the service. I was told the vehicle would feel stiff when driving for a while but that was normal, and if I had any problems to just bring it back. The rebuilt transmission came with a 12 mo./12,000 mile warranty, as noted on the receipt.
After three weeks of hoping it would get better, I decided to take it back to Scruggs on 11/30/18 because my vehicle was still having the same issues: grinding and making same noises before the "transmission rebuild." I spoke to a young man behind the counter. I told him what was going on. He said the mechanic would be back in ten minutes. He said he did paperwork and didn’t repair the cars, however by the description I gave, it sounded like the solenoid.
I showed him my receipt/warranty and waited in my car. About ten minutes later the mechanic arrived and I went back into the shop. The young man pointed to me and gave the mechanic my receipt. The mechanic asked how he could help me.
I spoke to the mechanic, told him I was there because of my Nissan. I explained I was not happy because it was making the same noises and vibrations that it did before I brought it in for a rebuilt transmission. I told him that I had paid for it to be fixed but it wasn’t. I asked if the transmission had been rebuilt, why was it doing the same thing? I asked what the diagnostic showed and he said he couldn’t remember.
He just said, “Bring it in next week and I’ll get to it when I can.” He said he couldn’t answer my questions “today, tomorrow, or maybe not two weeks from now.” He told me, “I will get to it when I can.” He seemed very offended that I questioned why it wasn't running properly.
Again, I said that I had already paid, had a warranty, and just needed it to be fixed. I asked if I could be first Monday since they are closed on Saturday. He said, “If you had come in with a good attitude, but you people are all the same! You come in here with your bad attitude and make my day *** all day long!”
I said I had come in with a good attitude, but I had already paid to have my car fixed. He said, “You come in here accusing me and don’t even know if it’s the transmission! If you had come in with a good attitude, but you will be the last on my list!”
I said, “Give me my money back and we can call it even.” He gave me my receipt, walked across his shop and yelled “Leave the premises!” I replied, "I already paid you.” He yelled louder, “Get out of my *** shop!” I said, “But I have a warranty.” He told me to call the Revdex.com. I told him, “I will be back because I have a warranty.” He yelled at me and said, “I will be *** if you will!” I didn’t respond, as his temper and yelling frightened me, so I quickly left the garage.
Not knowing what else to do, I went home and called the Revdex.com. I was extremely shaken by his verbal abuse and still in tears. I am a sixty-nine-year-old woman and went in alone. I did not expect to be verbally assaulted and I felt very threatened. I was hardly able to speak on the phone with the representative from the Revdex.com, therefore my daughter took over and I relayed the information through her.
The next day I took my car to Auto Diagnostic Specialist for a diagnostic and was given the written results. According to this diagnostic, the mechanic said the transmission in my Nissan was not rebuilt. He also said that my car was not safe to drive.
My Nissan is now in the driveway, I am unable to drive it or sell it the way it is. With the help of my nephew, I had to purchase a used SUV for $6,000, which my bank account reflects.
On October 31st 2018, the customer had her Nissan Xterra towed to my garage because it would not move in any gear. When the vehicle was next in line to be checked out that day, me and my employee's had to push the vehicle into the shop to diagnose the issue. After the diagnostic tests, we determined that the transmission was in need of a major repair. I contacted the owner and informed her of the issues and of the possible resolutions along with the estimated repairs and costs. She decided to go with a transmission rebuild which in her case, came with a 12 month, 12,000 mile warranty. On Friday, November 2nd 2018, we began the work on the vehicle and finished all of the repairs in about 4 working/business days and then contacted the customer and informed her that her vehicle was ready to be picked up. She came in, paid for the repairs and picked up her vehicle on November 8th 2018.On Friday, November 30th 2018, I was just getting back to my shop from picking my 12 year old son up from school at about 3:30pm as I do every school day. As I walked back into my shop, the customer was waiting on me and followed me in. She immediately began to tell me that her vehicle was doing the exact same thing it was doing before she had the transmission repaired. I asked her to clarify seeing how when her vehicle was towed in a month ago, it wasn't moving in either direction in any gear. She stated that the vehicle is doing exactly what it was doing before it was repaired and then demanded it be fixed and corrected immediately. I told her that we will set up an appointment and be able to take a look at it as soon as we could. She then became irate, and demanded it be done immediately. She demanded I come in over the weekend when my business is closed and fix the issue. I told her it has to be looked at first, we will bring it in as soon as we can seeing how ever bay in my shop at that time had a vehicle on it. There is hundreds of moving parts in a transmission and a vehicle, along with computerized parts that may have gone bad and there is no way of knowing what has happened without the time to look everything over. Things escalated from there. She then became even more irate then before, yelling and demanding I make her first in line out of all the other customers, I said "I cannot do that I don't even have a open bay or lift I can put your vehicle on", she then demanded that I come in on my days off, I said "no, I'm not going to do that", then that I work on her vehicle after my business hours, and/or that I make her vehicle the very first vehicle that I work on first thing Monday morning. After telling her again that I will get to her vehicle as soon as I could, she began yelling even louder and cussing about when and how I was going to fix her vehicle. My 12 year old son, being there the entire time, hearing everything that was going on, was sent to my office in the back when she began to escalate the situation. Well as soon as the first cuss word came out of her mouth I was done. I then too began yelling back at her, cussing about the way she has conducted herself about the situation. I told her that she needed to change her attitude. that I would not do anything for her until she changed the way she has approached the whole situation. I told her to leave my premises immediately. If you have a warranty, it does not mean that something can be done about it at the time you want it done, especially when it has only been assumed in the first place that what the problem is, has anything to do with what was fixed and warrantied to begin with.The entire problem is the customer. I did the work. I warrantied the work. If there is a problem with the work I did, and it is under warranty, I will fix it. But what I will not do is be told how, when, and where I will do my job. She needs to understand that she is not the only customer I have or the only customer that matters. As for the situation, the vehicle is welcome back to be checked out and if need be, warrantied, and repaired. But as for the customer, she is not allowed back on my premises.