Shift Right Transmission

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First off shift right transmission states that they advise of not traveling far distances after a major rebuild! Hmmm, the first thing I told [redacted] was we would be traveling to Colorado a week from the day the rebuild was done! And she never said one thing about not being able to travel. And I did put over 500 miles on the Tahoe before my niece left for Colorado. And the Tahoe was taken back for adjustment the next day because of harsh 1-2 shifts. Bottom line is they shift right transmission tried to blame a bad torque converter, or shorter shaft on torque converter for being the cause of the front pump failing! When in reality the pump was used and never replaced with the rebuild. And the transmission was not rebuilt correctly! And still to this day, 08/01/2014 the transmission still has a very hard 1-2 up shift.  Bottom line is they need to reimburse me for $800.00 + we paid for tow and hotel and food.

We are working with this customer at this time to make sure that he is completely satisfied. And also giving him a copy of the video that we had taken so he can show the dodge dealership in hopes that they  refund his money that he spent on the part's that they installed and were not...

working and were covered under are warranty. That is what is shown in the video. We hope to have this matter resolved in the next upcoming week.

September 18, 2014

Ms. Britnee Glass

Revdex.com

Complaint Department

Re: complaint  #[redacted]; [redacted]

Greetings Ms. Glass,

In response to the recent reply from Mr. [redacted] regarding the above complaint number, I would like to add the following.

We have endeavored to resolve this complaint  with Mr. [redacted] directly, but as of this date, he has not returned  my phone calls and has not  made contact with  any of our location managers.

Mr. [redacted] states that the transmission is shifting hard, and/or not functioning properly. Per our warranty, he needs to bring it in so we can properly  diagnose and make any necessary repairs.    In addition,  and  as previously  stated, Mr.  [redacted]  was  offered  and  declined  the nationwide  warranty that we offer by a 3'd party provider for an additional fee.  Inasmuch as he declined that warranty option, and per our policy that he signed,Mr. [redacted]'s only other option is to bring his vehicle back to us for the repair.

He also states that he is seeking his towing fees. To date, he has not made contact with us and provided any information as to what those fees were.

In closing, we regret that Mr. [redacted] experienced difficulties  while on a long trip  from home and we want to do everything that we can to remedy this situation  but cannot help him through letter writing and complaining.  He must make contact with us directly.

If I can answer any other  questions  or  be of  any further  assistance, please do not hesitate to call me.

Regards,

Service Manager

###-###-####

First, I would like to express our sincerest sympathies for Mr. [redacted] experience.  In addition, as he stated, we have worked on several other of Mr. [redacted] vehicles and he is a much valued customer.

Having said that, in that a transmission overhaul is considered a major...

repair, we require ALL customers to return to our shop within 250 miles of the completion of the repairs for a quality assurance check to ensure that there are no residual issues that can be corrected before those issues become another major repair.  It is not uncommon for there to be necessary follow-up adjustments to either the shift solenoids, shift linkage, oil level, as well as the TCM, (Transmission Control Module), soon after such a major repair is completed.  We inform ALL customers of this requirement in order to maintain their warranty and STRONGLY DISCOURAGE customers from traveling long distances immediately following the repairs.  Sadly, this is a perfect example of why we employ this requirement and advice.

It is also a requirement, and we have the customer sign AND acknowledge, that all warranty work MUST BE COMPLETED AT OUR SHOP.  For customers who wish not to follow this requirement and aforementioned advise, we do offer a nationwide warranty for an addition fee in the event they experience problems during their travels.  However, should they choose not to purchase a nation wide warranty AND travel immediately following the repairs and experience issues related to said repairs, it is up to the customer to return the vehicle to our shop at their own expense and we will of course effect any repairs related to our work at no charge to the customer.

We are very sorry that Mr. [redacted] experienced transmission issues while so far away from home and the impact that it had on his family vacation, however, traveling so far so soon after such a major repair was ill advised and we do recommend against it.

As is stated in our warranty, we would very much like the opportunity to address Mr. [redacted] issues at any one of our three locations at his convenience, and of course, at no cost to him.

If I may be of any further assistance, please do not hesitate to call me.

###-###-####

Not sure if the customer sent this complaint after or before I talked to her in person yesterday? I did in fact tell her yesterday that the solenoid pak was not under warranty for one because there is know warranty on electrical parts. After talking to her I said that I would be more than happy to...

find a good one from one of our cores and install it at no charge to solve her shifting concerns,she said that would be fine and left vehicle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

This customer was provided with a base quote of $1,475. on the telephone PRIOR to her bringing her vehicle in.  She was also advised that, depending on the results of our diagnostic, (which we would do for free once she brought the vehicle in), there may be additional costs based on any...

additional parts that may be required. After she brought her vehicle in, and following our diagnostic, (which we did not charge her for), she was provided with a very detailed description of the cause of her transmission failure and the exact cost of the repairs, which was $2,542.00.  This quote included an "optional" shift kit, (which corrects manufacturer deficiencies and extends the life of the transmission but was not required to fix it), and other non-transmission related repairs such as various oil leaks.  Mrs. [redacted] advised that she could not spend more than $2,000.00.  We advised her that we could effect the necessary repairs without the shift kit and repairing the various oil leaks.  Mrs. [redacted] said that she would address those issues at a later date and authorized us to complete the repairs.  With that, her transmission was rebuilt and was ready to re-install the next day.  At @ 6:AM, she called the store and left a message that she had decided not to do the repairs and that she just wanted to pick the vehicle up.I called and spoke with Mr. [redacted] and explained that the repairs, per his wife's verbal authorization, had already been completed.  Mr. [redacted] advised me that his wife does not have the right to make that decision without consulting him first and that he never signed an authorization and wanted his car back just as she brought it in. I explained to him that we were past that point based on his wife's authorization.  In order to resolve the situation for Mr. [redacted], I offered him the original phone quote of $1,475. that they were aware of before they even brought their vehicle in and told him that we would take the loss on the additional parts that we replaced in his transmission.  Mr. [redacted] refused all offers to resolve the issue short of us giving him the repairs for free.Having exhausted all attempts to resolve the issue amicably, Mr. [redacted] was provided with his transmission, including all the internal parts that we removed, and his vehicle was released to him without charge.[redacted],Operations Manager###-###-####

Review: We had Shift Right repair our transmission and were told it had a one year warranty on the work and parts.

We have taken the vehicle back several times because of a consistent problem with it going into gear

This week they found the problem and stated that it was with a part they had put on the transmission in the original work.

This morning when he called to tell me that they will not cover the part because it is electronic and the company they purchased the part from will no longer warranty the part

Our work was done in August.

To tell me that it is no longer warranted should not be my problem and this part should be taken care of by Shift Right without cost to me.Desired Settlement: Fix the problem with a new part and no cost to me.

Business

Response:

Not sure if the customer sent this complaint after or before I talked to her in person yesterday? I did in fact tell her yesterday that the solenoid pak was not under warranty for one because there is know warranty on electrical parts. After talking to her I said that I would be more than happy to find a good one from one of our cores and install it at no charge to solve her shifting concerns,she said that would be fine and left vehicle.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I got an estimate from shift right transmission of 1475 to rebuild my transmission.it wasn't that the transmission needed rebuilt but the second gear shift lever broke and fell into the pan.I ordered that particular part from the dealership because they didn't have it and I took my truck to shift right the dealership took an extra two days to get the part and by that time they had my transmission already back together without using the OEM part that I ordered.they then called me and told me that I had something else wrong with my truck they told me it needed a new computer for $2400 I proceeded to look for the computer talk to the dealership they said it probably wasn't the computer and so I paid shift right eighteen hundred and seventy five dollars because of the parts that they said they had replaced to try to fix the code problems.I then had to have the vehicle towed to the dealership where they replaced the solenoid and transducer that shift right already said they replaced for another $700.00. I pick the vehicle up from the dealership and it still had some kind of issue where it would just throttle up and take off for no reason I took the truck back to the dealership and they told me it was an internal inside of the torque converter and that I should take it back to the transmission shop because it would be part of a warranty issue.

I then took my truck back to shift right transmission and told them that they never replace the parts that they charged me for,and inform them of the dangerous condition of a runaway throttle when you got the vehicle to 2000 rpm.Also that the computer worked and that I was frustrated with their misdiagnosis.they then took two more weeks 5 total that I've been without my vehicle to diagnose and tell me that they had replace the original equipment because the one that the dealership installed wasn't working either.when I went to go pick my vehicle up there was transmission oil all over the inside of my car from them not keeping it clean the little lever that pushes my mirrors and windows down with broken through the door and the truck still does not shift right once its in 3rd gear it'll shift back up in the second while you're trying accelerate.I asked them if they were going to incur any of the responsibility of me having to tow my truck to the dealership, pay for the towing and for the dealership to fix shift rights mistakes.shifter I told me it was my fault that I didn't have the vehicle towed back to them so that they could replace the parts that already claimed to have replaced.I told them that I had lost confidence in them due to the fact that they had my computer out and had me trying to buy a new one for $2400 when it didn't need one at all.they took no responsibility and handed me the parts that they had taken out that the dealership had put in and told me I needed to go to the dealership to get my money back from them.Desired Settlement: because of the incompetent so shift rights management and shop I am reluctant to have to take my vehicle back to them even though it still doesn't shift right.

Business

Response:

We are working with this customer at this time to make sure that he is completely satisfied. And also giving him a copy of the video that we had taken so he can show the dodge dealership in hopes that they refund his money that he spent on the part's that they installed and were not working and were covered under are warranty. That is what is shown in the video. We hope to have this matter resolved in the next upcoming week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Review: My niece had planned a trip to Colorado in her 1997 Chevy Tahoe. Transmission was giving her problems. I suggested because the SUV has 230k miles she just have it rebuilt! I had shift right transmission in queen creek Az rebuild 2 for me personally, so I figure I could trust them once again. Took it in on 06/26/2014 to have it rebuilt at the shift right in east mesa! Only took them 1 day to do it. Got it back and it was shifting really hard from 1-2. [redacted] the trans tech said it was just tight, to drive it 500 miles. Well I am an ase mechanic myself and understand the operation of an auto transmission. I didn't like they way it shifted and called [redacted] and asked if the could adjust it so it was ripping ur head of when it shifted. She agreed and I brought it back the next day. I had walked back toward where [redacted] had it on the lift, and was standing outside the bay, because I understand safety and insurance reasons customers are not allowed in shop. Well he went and told [redacted], to ask me if I could go to the waiting room because I was making him nervous! All I was doing was standing outside the bay not saying or doing anything to bother him. I felt like he had something to hide because he asked her to ask me to wait in the waiting room. He supposedly adjusted the line pressure solenoid and reassembled it. Took it for a test drive and brought it back and told me to see if it was better! I took it out and it seemed to be a little better, not much. Long story short, my niece left for Colorado 07/03/2014 only to be left stranded in grants, NM with a Tahoe that does not have any forward or reverse gears. $1100 for a rebuilt transmission that lasted 1 week. I called [redacted] at shift right and told her the story. I told her I feel like they are liable for paying towing and other expenses acquired because of there faulty and shabby transmission rebuild. My niece and her two sons, my 70 yr old mom where left for 3 hrs on the side of the road while she was trying to convince the ungodly owner of this company to help my niece out with expenses. Five hrs later and the manager called me back by the way who was a very sympathetic man, and explained that the owner flat out said he would not be paying 1 dime for anything and that he would give my niece back $500 half of the repair if she wanted to take it and get it repaired at some other shop. And if she wanted him to fix it, she needed to find away to get it back to his shop in east mesa. What kind of a business owner is this man?? 7 days his transmission worked and he is going to say, after spending $1100 at his business that we are on our own!! That just plains horrible customer service, and pure inhuman. Well $800 later we found someone to tow the vehicle back to our house. I WILL NEVER GIVE THIS MAN any more of my business.Desired Settlement: I want him to pay for the towing fees!! That's it! It's his crappy transmission that 7 days later left my family stranded!!!

Business

Response:

First, I would like to express our sincerest sympathies for Mr. [redacted] experience. In addition, as he stated, we have worked on several other of Mr. [redacted] vehicles and he is a much valued customer.

Having said that, in that a transmission overhaul is considered a major repair, we require ALL customers to return to our shop within 250 miles of the completion of the repairs for a quality assurance check to ensure that there are no residual issues that can be corrected before those issues become another major repair. It is not uncommon for there to be necessary follow-up adjustments to either the shift solenoids, shift linkage, oil level, as well as the TCM, (Transmission Control Module), soon after such a major repair is completed. We inform ALL customers of this requirement in order to maintain their warranty and STRONGLY DISCOURAGE customers from traveling long distances immediately following the repairs. Sadly, this is a perfect example of why we employ this requirement and advice.

It is also a requirement, and we have the customer sign AND acknowledge, that all warranty work MUST BE COMPLETED AT OUR SHOP. For customers who wish not to follow this requirement and aforementioned advise, we do offer a nationwide warranty for an addition fee in the event they experience problems during their travels. However, should they choose not to purchase a nation wide warranty AND travel immediately following the repairs and experience issues related to said repairs, it is up to the customer to return the vehicle to our shop at their own expense and we will of course effect any repairs related to our work at no charge to the customer.

We are very sorry that Mr. [redacted] experienced transmission issues while so far away from home and the impact that it had on his family vacation, however, traveling so far so soon after such a major repair was ill advised and we do recommend against it.

As is stated in our warranty, we would very much like the opportunity to address Mr. [redacted] issues at any one of our three locations at his convenience, and of course, at no cost to him.

If I may be of any further assistance, please do not hesitate to call me.

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First off shift right transmission states that they advise of not traveling far distances after a major rebuild! Hmmm, the first thing I told [redacted] was we would be traveling to Colorado a week from the day the rebuild was done! And she never said one thing about not being able to travel. And I did put over 500 miles on the Tahoe before my niece left for Colorado. And the Tahoe was taken back for adjustment the next day because of harsh 1-2 shifts. Bottom line is they shift right transmission tried to blame a bad torque converter, or shorter shaft on torque converter for being the cause of the front pump failing! When in reality the pump was used and never replaced with the rebuild. And the transmission was not rebuilt correctly! And still to this day, 08/01/2014 the transmission still has a very hard 1-2 up shift. Bottom line is they need to reimburse me for $800.00 + we paid for tow and hotel and food.

Business

Response:

September 18, 2014

Ms. Britnee Glass

Revdex.com

Complaint Department

Re: complaint #[redacted]; [redacted]

Greetings Ms. Glass,

In response to the recent reply from Mr. [redacted] regarding the above complaint number, I would like to add the following.

We have endeavored to resolve this complaint with Mr. [redacted] directly, but as of this date, he has not returned my phone calls and has not made contact with any of our location managers.

Mr. [redacted] states that the transmission is shifting hard, and/or not functioning properly. Per our warranty, he needs to bring it in so we can properly diagnose and make any necessary repairs. In addition, and as previously stated, Mr. [redacted] was offered and declined the nationwide warranty that we offer by a 3'd party provider for an additional fee. Inasmuch as he declined that warranty option, and per our policy that he signed,Mr. [redacted]'s only other option is to bring his vehicle back to us for the repair.

He also states that he is seeking his towing fees. To date, he has not made contact with us and provided any information as to what those fees were.

In closing, we regret that Mr. [redacted] experienced difficulties while on a long trip from home and we want to do everything that we can to remedy this situation but cannot help him through letter writing and complaining. He must make contact with us directly.

If I can answer any other questions or be of any further assistance, please do not hesitate to call me.

Regards,

Service Manager

###-###-####

Review: I brought my vehicle in on 08/24 to have diagnosed, which they advertise for free. The guy called me back on 08/25 to tell me the price of $2542, I told him that was too high our budget was closer to $2000. He called back and said minus a few repairs they could do it for $2064.68. I said ok I will talk to my husband and see what he wants to do I and I will call back. I called back the next day to say we were going to hold off until October, only to find out the transmission had been dismantled and I would have to pay the repair cost. He then called me back a few hours later saying the transmission had already been rebuilt. After going back and forth a few days we said we want the vehicle returned in the condition it was when we dropped it off. He said will have to pay all labor and the transmission will be returned in a box with all the parts. So the vehicle won't be drivable.Desired Settlement: I want may vehicle returned to me the way I brought it in a no charges.

Business

Response:

This customer was provided with a base quote of $1,475. on the telephone PRIOR to her bringing her vehicle in. She was also advised that, depending on the results of our diagnostic, (which we would do for free once she brought the vehicle in), there may be additional costs based on any additional parts that may be required. After she brought her vehicle in, and following our diagnostic, (which we did not charge her for), she was provided with a very detailed description of the cause of her transmission failure and the exact cost of the repairs, which was $2,542.00. This quote included an "optional" shift kit, (which corrects manufacturer deficiencies and extends the life of the transmission but was not required to fix it), and other non-transmission related repairs such as various oil leaks. Mrs. [redacted] advised that she could not spend more than $2,000.00. We advised her that we could effect the necessary repairs without the shift kit and repairing the various oil leaks. Mrs. [redacted] said that she would address those issues at a later date and authorized us to complete the repairs. With that, her transmission was rebuilt and was ready to re-install the next day. At @ 6:AM, she called the store and left a message that she had decided not to do the repairs and that she just wanted to pick the vehicle up.I called and spoke with Mr. [redacted] and explained that the repairs, per his wife's verbal authorization, had already been completed. Mr. [redacted] advised me that his wife does not have the right to make that decision without consulting him first and that he never signed an authorization and wanted his car back just as she brought it in. I explained to him that we were past that point based on his wife's authorization. In order to resolve the situation for Mr. [redacted], I offered him the original phone quote of $1,475. that they were aware of before they even brought their vehicle in and told him that we would take the loss on the additional parts that we replaced in his transmission. Mr. [redacted] refused all offers to resolve the issue short of us giving him the repairs for free.Having exhausted all attempts to resolve the issue amicably, Mr. [redacted] was provided with his transmission, including all the internal parts that we removed, and his vehicle was released to him without charge.[redacted],Operations Manager###-###-####

my wife n I had the most awesome experience with Shift Right Transmission. We have never been treated with this kind of friendly people willing to do any thing to get our car fixed to our satisfaction. I would and have told all our friends about this company. thank you. [redacted] & [redacted].
[redacted].