S.P.G. Customs

Review: I took my 2001 [redacted] 4x4 to have a transmission removed and replaced with a used transmission that I provided. The job pays 5.9 hours in the labor guild line that any and all shops use. I was also quoted the same before dropping my truck off for the repairs. They then decided because it took there tech. Longer that they would charge me 11 hours. That's almost double the time. When I started to complain to the service writer [redacted] & I stated I would contact the Revdex.com. He replied to me that he didn't believe anyone would care what I had to say. I really don't think it's fare to be quoted a price and then they just charge what ever they want !Desired Settlement: To give me the 5 hours of labor that I was overcharged.

Business

Response:

May 30, 2014This is in response to a complaint received relating to the repairs on a 2001 [redacted] 4 wheel drive pick up truck vin [redacted] mileage at time of repair was 239427. Repairs were started on 04/07/2014 and completed on 04/09/2014. Customer contacted our company two weeks prior to repairs, requesting an estimate to remove and replace his transmission. The customer stated he would secure and pay for the used transmission prior to repairs. The customer was initially quoted 5.9 hours of labor at a rate of 79.50 per hour to remove his transmission and install a used transmission. The estimate was made prior to inspecting either his vehicle or the used transmission. We made the customer aware this quote was strictly just an estimate and could change based on the condition of his vehicle and the condition of the used transmission. We assured the customer he would be contacted if any additional labor was needed. The customer agreed to have the repairs done and was very understanding to the possibility of additional charges. The customer secured a used transmission from a local salvage yard. The transmission had to be removed from a salvaged vehicle and delivered to us. The used transmission had not been inspected by the customer prior to its arrival at our facility. The first concern we had was a dented and damaged fluid pan on the used transmission upon delivery. It did not appear to be leaking, but we contacted the customer to see if he wanted it swapped with the pan from the transmission we were removing from his truck. We stated it would be an additional 1.3 hours of labor at a rate of $79.50 per hour. The customer agreed to the terms. During the process of removing the transmission, we encountered 5 seized bolts in the exhaust manifolds; we contacted the customer to make him aware of the problem. He agreed this was not a surprise, due to the high mileage of the vehicle and the extreme temperature changes the bolts must endure. Since there is no listing in our labor guide for the removal of the seized bolts, we informed the customer we would have to charge him according to the time spent to remove the bolts. We agreed we would contact him if the extraction of the exhaust manifold bolts exceeded 2.0 hours of labor at $79.50 per hour. The bolt extraction did not exceed 2.0 hours of labor. The next issue we came across while removing the transmission was that we found a piece of the bell housing was broken off and lodged in the transmission case this kept us from removing the torque converter. Once again, this is not a repair found in our labor guide. We estimated it would take 1.5 hours of labor at $79.50 per hour we offered for the customer to come in and see the problem first. He responded, he trusted us and it was not necessary for him to come and see the problem. We proceded with the repair upon his approval of the 1.5 hours of additional labor. The removal of the broken piece of bell housing took only 1.4 hours of labor and the customer was charged accordingly. The last of the additional charges occurred when the customer requested I replace a universal joint in the rear drive shaft. It was not needed to be done to complete the transmission swap, but done as preventative maintenance since the universal joint was easily accessible now that the driveshaft was removed during the transmission swap. The customer was quoted and charged .9 hours of labor at $79.50 per hour for the universal joint replacement. This quote was available in our labor guide. The rest of the transmission swap went without any problems. In total the customer was quoted and charged for 11.5 hours of labor at $79.50. Although the job took 1 day more than we had initially expected, the customer picked up his truck on 04/09/2014 and had no objectionsto the bill. We even allowed him to take the vehicle without making any payment. He stated he had some personal issues thatkept him from paying us right away, but assured us he would pay me on 04/11/2014. Although he did not pay us until 04/12/2014, we did not feel it necessary to proceed with any legal actions. The customer contacted us a couple weeks later, requesting to have some repairs done to his employers dump truck. During this conversation, we asked if everything was okay with the transmission on his 2001 [redacted] Truck, since he picked it up. He stated everything was good and he was happy with our service and communication during the repair process. As you can see the customer did not relate to you all the information related to his repair. Please find enclosed copy of the repair order. Please contact our shop if more information is needed.[redacted] Thank youS.P,G.Customs,LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They never contacted me for any additional charges so imagine my surprise when I was hit with the bill. I have done a little more reserch and the acu time aloted for the r&r of my transmission is only 5.1 so they had already added .& hrs to what the origanal quote should have been. As for them saying the contacted me is so far from the truth. I can obtain a copy of my phone records. It has a record of any and all calls [redacted] celuar. I want the 5 hours that I was clearly over charged. I feel violated and taken advantage of. If they over Charged me 5 hrs imagine what they over charge others that don't think twice or second guess ? If this is the way that SPG does buisnes they are stealing tens of thousands of dollars from all the other customers. And if this is the way they conduct buisnes maybe someone should have a good look into the rest of there. Buisnes. Spg is just shady and is not on the up & up please return the money that was over changed in the form of a buisnes check.

Regards,

Business

Response:

Please see attached copy of phone records stating the "Many” phone calls made to & received by us from this customer. We keep in close contact with our customers that is one way we keep a good relationship with our customers. This customer understood fully the risks of using a used transmission, every issue was relayed to him as you can see in the many phone calis. SPGCustoms, LLC stands behind our original indept response concerning this repair. Thank you, SPGCustoms, LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I was quoted 5.9 hours of labor and was changed for 11 that's bad buisnes a rebuilt transmission would have cost me less. I feel as if they took advantage of me I have never been quilted a price and then when I pick up my vehicle get charged do idle what the job shod be. I want The money back that I was over charged. I was never made aware of any up charges. They know it. 5.1 hours returned to me. If this can not be resolved I will just turn it over to my attorney. Then I will be applying legal fees and loss of wages on top of the money that was stolen by over charging.

Regards,