Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told in September by ***** that I needed a brand new transmission. We took our 2018 ***** Odyssey to the AAMCO in ****** on *******************. Looking for a second opinion to save money as well. **** at **** told us that it wasnt our transmission that we needed a new catalytic converter so on September 26 we paid $2052.81 on a new catalytic converter. When we left, **** told us our transmission was good and would last another five years and had ** believing that ***** was wrong. After driving our car, it was winding in reverse winding at takeoff. Still shifting heart at 30 and in the lower gears. We returned it to him and he had our car for two weeks and on ***** all the sudden it has transmission issues he says that it could cost $6000. When we got upset about this, he called back and told us it was just the torque converter so they fix that and we paid $2748 for that. We drive away and the car is doing exactly the same things it was doing when we dropped it off I called immediately and they told us to drive it for a week because it takes time for it to adjust. After about two hours of driving, we had to have the car towed back to them because it was making a loud thumping noise and was not drivable. After they fix this problem, we drove it for two weeks. It was still doing the same things. We took it back to them and were told that there were lights coming on that had to do with a recall so we picked it up again and took it to ***** and had the fuel injectors fixed. The car is continuing to make this noise we did not have the time to give it to **** again for another two weeks over Christmas so we are at the point right now where we have lights coming on and have a car that is not safe and drivable. We have put almost $5000 into this car and it has not been fixed properly. We refuse to give any more money to **** and want this problem fixed accordingly. Please call me ********************* ************

  

  Business Response

  Date: 02/15/2024

  
  ***************************
  10:13 AM (3 minutes ago)
  to me
  
  This complaint is for an AAMCO franchise location in Crest Hill, IL not a corporate location.
  
  The franchisee reached out to the complaintant.
  
  ***************************
  
  Vice President of Consumer Support
  
  AAMCO Transmissions & Total Car Care
  
  Cell:  **************
  
  ************************************

  

  Business Response

  Date: 03/12/2024

  2. Case ******** - *********************, 2018 ***** Odyssey 

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/9/23-car brought to AAMCO Crest Hill, IL - 2010 **** Edge, ****** mi, stuttering @ 40mph 3/16/23-authorized recommended transmission rebuild - torque converter issue - $4845.54 3/18/23-picked up car 3/20/23-brought car back to AAMCO, rebuild did not fix issue; plus now multiple new issues; reset sensors, told to drive a while for adaptive memory to relearn.3/27/23-car back to shop; no improvement, asked manager for refund and mentioned that possibly the rebuild was not necessary. Manager said no and mentioned the owners have an attorney in their family; repaired ground pin at pass through connector at trans; did not fix issue 6/13-6/20/23-car back in shop for same initial issue and the additional new issues from rebuild; said couldn't duplicate concerns 10/25/23-car back to shop - fill-in for usual Manager - replaced torque converter, did not fix problem, recommended tuneup at no charge; didn't feel a trans issue; called next day stating owner said he must charge for tuneup; i did not authorize and picked up car 10/30/23-Brought car to **** dealer - did tuneup for $542.99; car fixed From 3/20/23-10/25/23 - 34 phone calls, car in shop 7 times, 2 rentals, multiple unfulfilled requests for list of parts replaced in rebuild, which by law are to be listed on the Invoice, and continuous lies from the mgr 12/11/23-contacted AAMCO Corp for refund - 23 email exchanges; said owner is aware of request and owner or mgr should be contacting me. 1/24/24-Emailed Corp for status since had not heard from owner/mgr, **** responded and recommended I reach out to them 1/25 & 1/26 - left verbal messages both days for the owner or mgr to call me regarding refund request. No response as of this complaint date.It is very clear the rebuild was unnecessary and the mgr and owners have done nothing to resolve this issue. Thank God for the Manager who was filling in on 10/25; he was honest, professional & his goal was to fix my car. Unfortunately, the owner didn't allow it.

  

  Business Response

  Date: 03/12/2024

  1. Case ******** - *********************, 2010 **** Edge.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21245523
  
  I am rejecting this response because:
  

  No reputable business would respond in this manner.  For them to say I needed a rebuild to fix the initial problem and then when it doesn't fix the initial problem they use the excuse of not being able to duplicate the problem?  They should be embarrassed.  Anyone driving or riding in the car, along with 2 different shops experienced the issue.  And then for the owner to not authorize a tune up at no cost to me to fix the initial problem?  How does a franchise stay in business with this type of ownership and management.  I wonder if ****, the manager, still wants to buy my car as he said in the beginning "because it was in such good condition"?  Now the car is leaking transmission fluid and **** diagnosed a $2800 repair to replace torque converter, which AAMCO supposedly had replaced twice.

  It is very sad that the owners allow their franchise to be run this way.  There is no shame in admitting a rebuild was not necessary but then to try to avoid correcting the problem by saying you can't duplicate it?  That doesn't say much about the shop and their employees.

  I will continue to pursue a refund, as AAMCO Transmission Crest Hill is solely responsible for overcharging me, making my car worse, and then not professional enough to fix it.

  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/18/2024

  We respectfully stand by our diagnostic service results.  ****************** drivability complaint could not be duplicated, and we declined to perform a tune-up at no charge.  We request that this file be closed and marked as "answered".  

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive called other Aamco transmission locations and since I have a CVT vehicle all 3 of them stated that they would NOT remove and tare down my current transmission and charge me $895.00 to find out whats wrong with it, they said the computer scan and road test would be sufficient and that those (CVT) transmission are recommended to just replace it.. with that said this location in crest hill did charge me the takedown of my old CVT trans and applied a credit for that same amount but my complaint is that when I called other shops (not aamco) the one shop offered to replace it with a new one from the manufacturer for $4100 .. but if I took my vehicle to that shop I would owe the Cresthill aamco location the $895 . So they matched my total out of pocket cost if I did that and then I decided to leave it at the Crestwood location and have them repair it.. my complaint is that the aamco cresthill should have never done a takedown of my CVT trans (old) in the first place and should have never charged me because I would have taken the car to that other shop that was only going to charge me the $4100 .. I would have saved that $895 but since they told me that I would have to pay that taredown cost of the $895 it made me decide to have the cresthill location do the work.. I hope I explained it well enough..

  

  Business Response

  Date: 06/13/2023

  Customer authorized removal and inspection of transmission.  Since we are a location that offers custom rebuilding of transmissions instead of replacement only, our goal was to save him money by determining what damaged parts needed to be replaced and only charge for those parts instead of the complete replacement.  In fact we were able to provide a price for less than quoted by the dealership however the customer decided to have a competitor ********************** the vehicle after we completed the removal and disassembly of the transmission.  When he authorized our inspection service, we clearly stated that he could have the transmission reassembled and reinstalled whereby we would change only the labor to remove, disassemble, reassemble and reinstall the transmission if he decided not to have ** resolve his transmission issue.  Our labor rate is competitive to everyone in the market and we use quality parts which allows ** to provide the best warranty in the industry.  We wish **** well resolving his transmission issue. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20174527
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************