Transmission Warehouse & Auto

Ms. brought her vehicle to the Transmission Warehouse & Auto; a 1988 Jeep Cherokee, with a Peugeot Transmission in it. This vehicle is very difficult to find parts for; (See attached info on the poor record of the Peugeot Transmission used by AMC).Her truck was previously at another shop, and she wanted us to check it out, as a second opinion. It did not drive at all. When the Manager, Carl C spoke to Ms. on the phone, he said he could do a free diagnostic on the vehicle to see what was wrong with the vehicle. It seems the vehicle was stuck between two gears.After a complete diagnostic test was performed, At No Charge; it was very evident that her transmission was in really "bad shape".Ms. asked how much it would cost to fix it. Carl, stated it would cost between $1000.00 to $1500.00, depending on if she just wanted a repair to get it running or to actually overhaul it and fix it completely.Ms. didn't want to fix it, because she could not afford those prices; but she wanted a Written Estimate done. Carl didn't have the time or manpower to do an Estimate at that time, if she did not want the work done.Ms. did not want to get the repairs done after seeing it apart on the bench, but wanted her vehicle put back together right away. This was going to be a problem for us, because of other vehicles ahead of hers and time constraints. He told her it was going to be a couple of days to do this.In addition, our Transmission Builder had been in and out of the hospital with a life threatening heart condition during this time and was helicoptered to Albuquerque. Thus, we were terribly understaffed at the time. This was very unfortunate for all involved. In the meanwhile, Ms. brought in a lady to view the transmission on the bench, and to our knowledge, she was to help pay for the work to be done, so she authorized to get it started. So, Carl researched, found and ordered these parts, which are very rare and hard to find. He found them at a place in California. It would take 4 to 5 days for delivery of these parts.Then a few days later, Carl called her, but her voicemail would not take messages. But later she called or came in and said again, she didn't want to fix the vehicle after all. She wanted it put together immediately, and give it back to her. And again, this takes time, in which we asked for.It was a Thursday, when we finished putting it all back together. Carl spoke with her and told her he would put it on the lot, she wanted the keys locked up in it, so that is what we did.The vehicle was still here on Saturday at noon, our closing time; so it must've been picked up before Monday morning, because it was not here on the lot.All this work was done at No Charge to Ms. or the lady with her.~In Good Faith & With 100% Excellent Customer Satisfaction in Mind~

To:Revdex.com 7007 Jefferson Street, NE, Suite A Albuquerque, New Mexico 87109 From: Transmission Warehouse & Auto, LLC Carl C-Manager/Operator, for Rosa B-Owner 655 North Solano Drive Las Cruces, New Mexico 88001 Re:Complaint #*** CC:Ms. *** Date:6/6/19 To Whom It May Concern; In regards to Complaint #***-See Attached Detail by Ms. *** below, She states: “I took my vehicle to transmission warehouse for transmission diagnosis on March 25th 2019. After one week, they told me it needed a new transmission because mine was so bad it couldn't be repaired. The man there Carl told me he has been rebuilding transmissions since 1962 and he has one that will be perfect for my Ford Explorer. After weeks of leaving it with this shop, they told me it was ready. I arranged a ride and after paying $1402.64 to transmission warehouse, they couldn't find my keys. After about 10 minutes they said maybe they are on the visor of the vehicle. I went out to the gold explorer and opened the door to realize it wasn't mine. Carl seemed baffled and didn't know where my car was. I then saw it on the lift in the garage. He admitted it wasn't ready, tried to tell me it was actually a 2007 model. I assured him it is not, that it is a 2004. He then promised to get everything right. Another week passed and they told me my vehicle was ready. My daughter picked it up and didn't even get even 5 miles calling me concerned because the car was clunking and stalling. I left work, got over to Las Cruces, drove it and yes, it was a problem. I took it back, they assured it would get fixed properly. A week later, I picked it up. The very same problems were evident. I took it back again. This time being sure the mechanic drove it with me. “Danny the mechanic acknowledged the problem, took it back to the shop and again, after many excuses, explanations of varying problems they had, and reminders of what a great bargain I was getting for my money, I was told it was ready a week later. I picked it up, drove it home and did note a bit of clunking, but they told me this may happen until my “driving patterns adjust the newly built transmission they installed. On May 14th 2019, I drove to a job in El Paso Texas. The explorer drove ok with little sounds here and there, very slight hesitation at acceleration. Again, thinking it has to accept this new transmission. That night, coming home from work, the problems were severe and I just barely got to a gas station safely and had to wait for a tow. I had it towed home. To this day it cannot be driven, so it is parked. On May 15, 2019, I went to transmission warehouse and told Carl of the dangerous situation I was stranded with due to their faulty work, told him I am not comfortable trusting his shop a fourth time to fix my vehicle, and asked to please refund my $1402.64. He would not comply and didn't care whatsoever the terrible position this has created for me and my family. Our Response: Ms. brought her vehicle, a 2004 Ford Explorer, with 174,126 miles on it; to the Transmission Warehouse & Auto on 3/25/19. After a complete diagnostic test was performed, At No Charge; it was very evident that her transmission was in really “bad shape”. Carl C, who is the Operator/Manager of Transmission Warehouse & Auto, recommended installing a complete rebuilt transmission & torque converter, which automatically comes with a 12-month,or 12,000 mile Warranty . It was also found that a solenoid was needed, which a new solenoid for her vehicle would be nearly $400.00, but this would be included in the price quoted to Ms.. The cost of this repair, labor, parts & installation would have been $1695.00, plus the cost of fluids, (10 quarts @ 6.50 each), totaling $65.00, and NM State Tax, (@ 8.3125%), totaling $146.30, which would come to a total of $1906.30. Also, If a Credit Card is used, an additional cost of 3% would have been added, for an additional cost of $57.19, which would have brought the grand total to $1963.49. Ms. stated that she could not afford this price at all. She wanted to know if there was any way to reduce the price of this repair. She didn't have that kind of money. She needed her vehicle to get back & forth to work, etc. She pleaded with Carl to find some way to fix it more cheaply. After careful consideration regarding her dilemma, Carl, offered to discount and reduce the cost of this repair, as much as he could, in order to help Ms.. In order to get the price down to a more affordable amount, Carl stated that he could replace the solenoid needed, with a reconditioned one, at a reduced price of $125.00, for a Savings of $275.00. (Carl purchased a reconditioned solenoid instead of a new one, to help reduce Ms.s' repair costs; but, as with anything, you get what you pay for, when buying reconditioned parts, or cutting corners) . He also stated he would include the price of fluids for her, At No Charge; for an Additional Savings of $65.00. And also, Carl did not charge her the additional cost for using a Credit Card, of 3%, which is a Savings of $57.19. These discounts would reduce the price by $397.19. In the long run, Carl ended up only charging Ms., $1295.00, plus 107.64 in NM State Tax, which comes to only $1402.64; From the Original Amount of $1963.49 to $1402.64, which is an even Greater Savings of $560.85. Ms. was called to come pick up her vehicle a couple of weeks later. Upon arrival, several unfortunate circumstances occurred. It was thought her keys were misplaced, or they were under the sun visor, but in actuality, a mix-up occurred. At the time she came to the shop, there were 3 nearly identical Ford Explorers on the premises, and her vehicle just happened to be one of the Ford Explorers that was still on the rack. Carl apologized and explained that it was a mix-up, and her vehicle would get fixed as soon as possible. Another week or so passed, and Ms. was called to come pick up her vehicle, as it was ready. Her daughter picked it up, but it was still acting up, clunking and stalling, so it was brought back. The solenoid we used on her vehicle was defective, so we sent it back to the manufacturer, and we ordered another. The manufacturer sent us another one, At No Charge, but it took a bit of time to receive it. Once it was received, we replaced that solenoid, Ms. picked up the vehicle a week or so later. For the sake of Customer Satisfaction, Carl decided to purchase a new solenoid, at an increased price to him, for Ms., At No Charge to her. We admit some vehicles are more troublesome than others, and require more attention than originally anticipated, or need more time than others, but we do our best to get to them, as fast as time allows. On May 15th, Ms. entered our establishment, wanting her money back. She was with her daughter at the time. She was very loud, disagreeable, irrate, and was cursing and swearing at Carl. Witnesses were present to observe this unprofessional behavior. Carl did his best to diffuse this situation by offering to re-diagnose and find the problem with her vehicle and fix it. But she was not going to bring her vehicle back, even though Carl restated that there is still a valid, current Warranty, beginning 4/19/19 through 4/19/20, on the vehicles' repairs. Ms. went so far as to leave and call the local police, who showed up minutes later, wondering what the situation was. Carl explained the disruption Ms. just caused in our place of business. The officer restated the same thing he told Ms., that this was a civil matter, and needed to be handled through the courts. That this definitely is not a situation that needed to interrupt the local police from other more important crimes occurring in the community. Ms. and her daughter were having many difficulties and were stranded a few times, because of the vehicle acting up. That is very unfortunate and we completely understand the frustration of these type of circumstances. We would appreciate the opportunity to diagnose the vehicle once again. In fact, we would be more than willing and happy to in order to ease Ms.s’ mind and to address any “related issues” still covered under the original 12-Month or 12,000 mile Warranty. ~In Good Faith & With 100% Excellent Customer Satisfaction in Mind~ Transmission Warehouse & Auto, LLC holds an excellent reputation for quality, customer satisfaction, credibility and we maintain professionalism on a continuous basis. Our reputation is built on our word and our loyalty to our customers. We want our customers to be satisfied and happy with their experience here, because we would like them to return in the future. This mentality is what keeps our customers coming back, time after time. after time. As a reference, you may refer to our excellent reputation with the Attorney General’s Office, Merchant Services and the Revdex.com for previously resolved transactions. Any Questions or Concerns, feel free to contact Carl C at . Respectfully Submitted, Carl C-Operator/Manager, for Rosa B-Owner Transmission Warehouse & Auto, LLC