ComplaintsforTorque Motorsports

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business violated their verbal agreement to reduce repair charges after admitting to negligence, failure to provide adequate service, and unacceptable delays, all of which were admitted by the business. Business assured us over several weeks that labor charges would be removed due to a history of repeated incomplete repairs, unacceptable delays (forgetting about vehicle), and overall lack of quality and professionalism. Business admitted that vehicle was run hard and abused by now-terminated employee, which was the root cause for repair being needed in the first place.

  Business response

  09/06/2024

  *********************** dropped off his 2015 RAM 2500 VIN: ***************** on 07/05/2024. Upon the vehicle being dropped off our service advisor provided the customer with a quote on a new transmission the customer then declined as the price was too high. We then gave him the option of getting a quote for the transmission to be rebuilt instead of a brand new one. We outsourced the transmission rebuild and once we received the quote, we then called **** to update him with the new quote. We received no call back from **** to approve the rebuild.  
  
  Text log on August 8th from our service advisor to **** asking for an update on the approval for the rebuild on the transmission since we had not heard back from him yet on the approval. On August 12th **** approved the quote for the rebuild of the transmission. After getting the approval the transmission company came and picked up the customers transmission on August 14th. Text log on August 16th from **** asking when the transmission would be done, we then responded and let him know that the transmission would be done at the build shop early to middle of that week.
  
  We were then notified by the transmission company that the rebuilding was done, and we drove 212 miles to pick up the transmission at our cost with no charge to the customer on August 19th. We did not bill the customer, and we went to have it picked up instead of waiting for it to be delivered back. The 1st available install date was August 21st, and it was installed that day. The truck was then test driven on the 21st and 22nd and the fluids checked at no additional charge. **** was then notified that the truck was done after the final testing. The vehicle was picked up and paid for with a signed RO on August 23rd.
  
  The vehicle was never run hard by any employee. The repairs were reduced by 10% on the transmission assembly, 10%on thermal bypass, 20% on transmission fluid, and half charged on computer time. The bill was then reduced by another 8% to help the customer.
  
  We went over, above, and beyond to help this customer with his bill and his truck. We reduced the bill, drove over 200 miles at no charge, installed transmission in 2 days, and everything we could to help him.
  This complaint truly is the first we have heard of any issues there were. We treat all our customers fairly and truly try and do our best. We are human and make mistakes, but this repair was on par and on board during every step of the process.
  
  Please contact us with any questions and we would be happy to help.

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