ComplaintsforJess Lewis Transmission

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my truck off on 12/18/23 to have my torque converter fixed. Asked if they could look at the engine too. After they fixed the converter told me they had to tear the transmission back out to fix the flex plate. When I asked why I got charged 2x for my transmission disassembly I was told they couldnt see the flex plate was bad. I paid the $1750 left the place with my truck started to drive home sounded like my transmission was gonna fall out so I took it back to Jess ********************** because I had 90day warranty. When I asked why my truck was taking so long I was told that they have their Master technician working on it part time to save me money and if I wanted him to work on it full time. It would cost me more. I called march 5th and asked when my truck would be done I was told it would be done any ready to pick up Friday the 8th. I called **** ********************** and was given another run around saying that their master technician will be in Saturday too work on my truck and it will be done Monday. I travel for work I let them know that and they have sat on my truck and done nothing with it since December of last year. They have had my truck for almost 4 months now. Im just looking to have my truck fixed the right way or my money back so I can take it somewhere to get fixed. They also left a note stating my brakes and rotors needed changed so I had them do them that cost $600. I mainly care about the $1750 for the transmission.

  

  Business response

  03/14/2024

  ********,  

  
  We have worked with you on your truck and tried to fix several issues, not just one issue. When you brought the vehicle to us, it was not drivable. 
  
  All but one of the converter bolts were broken off. We installed the converter, and your truck would not run correctly. The lead diagnostic tech determined that the exciter ring on the flywheel was slightly distorted. The transmission had to come back out for that ring to be repaired. All of this was discussed with and approved by you prior to each ************ completed, you picked up your vehicle, and we provided you with information about the other known issues that ************** noted when working on the other repairs.  
  
  A few days later, you returned with a complaint that there was vibration that happened on deceleration from high speed and believed that this was an issue with the transmission. Upon inspection, we found that there were steering linkage issues and bad brakes that were causing the vibration. You authorized these repairs and requested a tune-up. When the vehicle was test driven after those repairs, there was no vibration noted.  
  
  Regarding your complaint about the time that the vehicle has been here, you have spoken to both the owner and two service writers, and every time you spoke with our staff (with the exception of your recent communications on 3/8 and 3/11), you have said take your time, I am not in a hurry, and indicated that you were out of town. We have a note indicating that when you brought your vehicle to us on January 22nd, on the first week of February, you told a staff member that you would not be returning to town until March.  
  
  It was our intention to have your vehicle ready the first week of March, and we do apologize that it was not. Unfortunately, we were working severely understaffed unexpectedly due to an illness that went around. We do apologize for the inconvenience that caused, but as we communicated with you, we were working at less than 50% capacity for most of the month.  

  
  We were not giving you the run around about having the vehicle completed. We had planned on having the work done earlier and always try to avoid giving guarantees about completion dates due to the unexpected issues that can arise. ************** did come in and work on a Saturday to ensure that your vehicle would be completed on Monday the 11th, which is when we had it ready for you.  
  
  We have worked with you to help keep the pricing lower than it would have been, as we told you. When you indicated that you were not in a rush to have the job completed, we used the job as filler work, not part-time work, to keep the costs down. Because of this, we did not charge you full rate.  
  
  Prior to March 11th, you had never questioned or indicated any issues or frustrations. Had you mentioned this at any time previously that you needed the vehicle to be done in a timelier manner, we would have increased the priority and completed the work faster; however, this would increase the pricing.  
  
  If you have any questions or are unclear about something, we are more than happy to speak with you.  

  Customer response

  03/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my husband called 12/26 to see about getting our car looked at. told them the problem it was having & they said were available all day bring it & give us an hour he took it around 11-1130am by 2pm nobody had called so he called to check in & was told just finished up sending the quote now wouldnt provide the quote over the phone, took another 30+ mins just to get the ************ try to say something additional is wrong with it ball joints, yet theyre a transmission shop not sure why theyre even looking at those. anyway husband approves the work to be done (tube that holds the dipstick for transmission oil) they say okay itll be done tomorrow if the part isnt on back order ill call you back in a few mins to let you know if its on back order or not as expected, they did NOT call. he called again & was told the part is in we will have it done tomorrow (12/27).husband had to find ride to & from work on 12/27. calls shop around 2pm & is told its being worked on now youll receive a text if its done today, if its not you wont idk what kind of answer that is, any other car shop i have ever used can give an estimated time. its not hard, but these people act like ******************. calls again around 5, and is told im not even sure if its IN the shop. should be done SOMETIME tomorrow (12/28) finally i call at 5:09, tell the guy if my car is not actively taken apart i am coming to get it. *** magically knows that its up ************ being worked on, yet he didnt know that less than 20 mins earlier when my husband called. *** tries to say usually transmission work takes 3-5 business days youre replacing a tube i cannot imagine it being that hard/time consuming. & if it takes that long that should have been said from the beginning because we never would have approved the work. i ask again for an estimated time. hes finishing up but we still have to take it on a test drive before we hand it over okay. so how long can that possibly take that you cant give me a time in the morning it will be done? doesnt make any sense & seems like they dont have basic communication skills. they dont even offer to call you they say we will text you. weve had to call a total of 6 times to get an update on OUR car. *** says if youre not happy you dont have to come back. car took 2 days longer than quoted, car was given back with fuel light on. & we were charged an extra $95.

  

  Business response

  01/02/2024

  ******, we have now sent the videos of your husbands visit to our office, and they show that you have made quite a few erroneous statements here. Your husband was told that we would get it "checked in today," and he approved the timeline. He was not told an hour, but we did get him the quote in the promised timeline. Your husband also walked in and asked for a diagnostic, approved the diagnostic fee, and provided us with symptoms to check out. We checked it out, found a couple issues, and sent the estimate based on that diagnostic.  You make a claim that we just charged an extra fee on your ticket; however, you brought your vehicle in for a diagnostic, which is $95. We recorded your complaints that we investigated at the time that you brought it in, and those were the statements that were provided to our service writer. We are more than happy to go back and check our office cameras at that time to confirm that our service writer recorded the complaints accurately. The $95 is our diagnostic fee and was on the ticket from the beginning. We do frequently take this fee off for certain repairs as a courtesy to our customers; however, we were told that the customer did not want to repair what we had diagnosed was wrong on the vehicle and just wanted us to replace the part you mentioned, which is why it was not.
  
  
  To address your complaints about communication, we advised that we would contact you once the repair was completed, which we did. Your vehicle was at our facility for 3 days, and we completed it as soon as possible. Both you and the customer that brought it in called us 6 times in the period of 3 days regarding the vehicle when we indicated that we would contact you when *********** was complete. 
  
  
  To address your complaint about the timeline of the repair, the vehicle was brought in on the 26th without an appointment to get the vehicle checked out not repaired, your part was delivered to us on the 27th in the afternoon, and we were able to get the repair completed the 28th. We did not tell you that it would be done on the 27th and told you that we would contact you when the repair was completed, which is why we did not contact you that day. We sent you a message that the vehicle was completed at 12:08pm on the 28th to let you know the repair was completed, so your statement that we did not contact you and the vehicle wasn't done until later is incorrect. While what you wanted us to repair was a simple enough fix, we did not guarantee you any timeline, and we have to prioritize the customers that have scheduled repairs, though we still did get your vehicle done as soon as possible. You were not given a time or commitment, we did not tell you that it would be done the same day as you've stated. We simply advised you that we would work it in to our schedule and complete the repair as soon as possible when we received the part, which we did. 

  
  
  To address your comment about not coming back, you told our service advisor that you would not be coming back, and he told you that you were *********** do that. No one made any time commitments to you, we diagnosed the complaints that were given to us when the vehicle was brought in, and the diagnostic fee was always on the ticket and not added on. Correct, we are a transmission that does general automotive repair work and tries to help our customers when they ask us to check out issues on their vehicles, as we did when your husband asked us to do a diagnostic on the vehicle.

  Customer response

  01/02/2024

   I am rejecting this because in the video footage the business sent my husband clearly states the tube popped UP nowhere in the videos provided did he ever state the vehicle was making a popping NOISE as stated by the business as justification for checking ball joints. Husband clearly stated he brought the car in for the transmission oil tube, husband verified IN VIDEO FOOTAGE that if the work was done by Jess ********************** the fee would be removed. The work we brought the vehicle in for was done by Jess **********************. Business also did not provide video footage of phone calls as requested, therefore their timeline dispute is invalid. 

   

  We do not even want our money back at this point, clearly the business needed it more than we did. Simply want the complaint posted to the business account so others are aware before doing business with them. 
  

  
  

  

  Business response

  01/02/2024

  ******, the video footage confirms that the customer requested a diagnostic for which the fee is $95 to check out the vehicle (which your husband approved), complained of a popping noise in the video, separately indicated the dipstick tube after that, and the service writer said "it is taken into consideration if you move forward with the diagnostic." He did not say removed, discounted, or even indicated anything beyond taking it into consideration. This is done at our discretion, and we do this as a courtesy to our customers, which is dependent on the cost of the repair and whether the entire diagnostic is accepted, which it was not. We do have audio files of those conversations as well but disagree that not sending them to you negates our points.

  There was no additional fee added as you indicated, and your husband, in the video, agreed to the timeline given on the vehicle getting checked in as well as the diagnostic fee. You did not request video footage of the phone calls, and if you have the phone numbers that you both called from, we can pull those audio files as well to send to you. As far as our timeline goes, all of that is digitally recorded on our invoices and text messages, and we did verify that those were correct and are happy to provide that to the BBB to dispute your statement.

  Your visit was at 11:21am on the 26th for a diagnostic, after that you approved the repair on the dipstick tube and declined the other issue with the vehicle, we ordered the part at that point, we received the part on the 27th in the afternoon, and we sent you the message that the repair was complete along with the invoice on 12:08pm on the 28th. 

  While we regret your frustration or any confusion, we do not see how we can create a positive resolution for you with the accusations you are making.

  Customer response

  01/03/2024

   I am rejecting this response because: Again, as i stated the video footage sent clearly shows him saying the tube popped up he never once says the word noise or any synonym to the word noise. At the end of the second video sent my husband asks if the diagnostic fee will be taken off if the work is done & your writer says yes. You have the phone numbers theres no need for me to give them to you again. You clearly do this a lot, people come in with one complaint & you twist it in a way to see fit. My recommendation for you is to get rid of that courtesy as a whole since you cant be consistent in that or really anything else.

   

  I do not want any resolution from you, theres frankly nothing you can offer me. As I stated I just want this complaint & my reviews on other platforms to be listed on your accounts so people can see the type of business you do. 
  
  

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly in February of this year I took my 2007 **** grand cherokee into **** Lewis Transmission Because my **** would not do over 30 miles an hour Originally I had thought the transmission was bad so that's why I chose them because they had what seemed to be a reputable name. The service advisor called me many days later and said that I needed a transmission Pan fluid exchange and a a/c condenser *** that my transmission Pan was rusted and That It need to be replaced. I OK to repairs *** more days later I paid a final bill of just under $1000. The truck range fine for almost 2 months *** then my check engine light came back on pulling the same code it did when I originally took it to them. The definition for that code is basically low transmission fluid,dirty transmission fluid, faulty Wiring or torque converter issue. Now seeing as they just replace the transmission Pan Or so I thought there's no way this thing could be low on fluid So I thought to myself maybe it could be too full. The specific year of **** Did not come factory with a transmission dipstick it was supposed to be sealed and serviced from the dealer. Now years later Amazon sells a product from ****** That allows anyone to be able to check the fluid from the top *** so when it arrived yesterday I checked the fluid and it seemed to be about 3 qt too full Which is almost as bad as being 3 quartz low. So I took it in today to **** Lewis *** they did check the level and told me that it was about 3 qt or more full and that would be $50 to drain it. I should speak the manager *** told him that they were the last ones to touch it there was no need for to be serviced for ***** miles *** he told me there was no way possible any of his technicians would make a mistake like that *** I will have to pay to have it drained I told them to not touch any further I would go elsewhere and when I got home I inspected bottom to find out transmission pan is not new. I have pictures to prove their lies.

  

  Business response

  05/01/2023

  While we understand that automotive issues and repair can be a frustrating process, we feel that several unfair statements have been made,and would like to address those as such.
  
  You picked up the vehicle on 1/17/2023, which was now almost 4 months ago. The issue with your vehicle was resolved with the repair. While we are not denying that it was overfull when you brought the vehicle in last week, we are denying that this issue happened in our care. It was checked twice before it left our facility and by two different technicians almost 4 months prior to it being brought to our attention. It is part of our process to have those levels checked during the repair by the technician doing the work and by a separate technician as quality control prior to the vehicle leaving our facility. Both of the inspection reports performed are attached, and the fluid was determined to be at an appropriate level by both of those technicians at both of the times that it was inspected.  
  
  As indicated in the Repair Order, the transmission pan was rusted to the point of perforation. We replaced your transmission pan with a used part. It is not the same one that was in your vehicle; no one has lied to you. There was a savings opportunity in the used part. Unless the pan is rusted out, it functions just as well as a new part, and we do try to use these opportunities to save our customers money. The repair resolved the issues that you were experiencing with your vehicle, and should you have any issues that fall under warranty, we are more than happy to check it out and resolve accordingly. 

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