Mister Transmission Complaint - Misleading quotes, broken parts, missing parts
BARRIE, ONTARIO -- I had my Dodge Ram 4x4 pickup towed in to the Mister Transmission in Barrie, Ontario. I had told the front desk guy from the beginning that if it needed a complete rebuild then “it would be towed home and sit in my driveway because I can’t afford it”. When they dropped the pan, he exclaimed "look at all the chunks in there" to which I said I have seen more debris during a normal service than I could see now... To get an estimate I authorized the removal and opening, for approx $284 for the removal (never quoted anything for the estimate). They called later and quoted me $2812 for "everything" but when I had it put in writing with taxes it came to over $3200 (very misleading). So I told them to pack up the parts in a box and I would have it towed out of there (never told about any other charges).
When I arrived my truck was in the parking lot, exhaust hanging down. The bill I was presented with was for $484.50 - the manager couldn't explain why it was so much, but the wording on it was to give estimate and "put parts in a box and ready vehicle for towing." I had already been told I would have to pay it or they wouldn't release my truck. I went out and found the internal parts piled in 2 boxes in the back and nothing else - no transmission case, no transfer case, no driveshafts etc. When I asked about them the manager Paul and the technician wheeled parts out and loaded them into the truck. I even had to ask them to put the exhaust back up so it would stay attached. Some preparation!
Over the phone I was quoted $1900 by ACME Transmission in Toronto so I had it taken there on a Wednesday. First they inventoried the internal parts and found one spring broken and another missing a roller (not normally replaced in a rebuild) because of the way the parts were piled on each other - that was an additional $135. Then after they started putting the truck back together on Friday they were missing a few key parts - the 4x4 gearshifter and the transmission mount. My husband called them and told them they had until noon to deliver them to my work - they arrived in person at 12:16! But not 10 minutes later ACME called back - the driveshaft that was sent with my truck didn't fit, it was the WRONG ONE! So I called and spoke to the manager who said that "they had 3 Dodge's apart here this week". What the??? Before I knew it he drove to Toronto with 2 driveshafts because he didn't know which one in their shop was the right one! About 4pm I received a call from the guy who dropped off the mount earlier - it was the WRONG ONE also. So he came back to my work and exchanged it for the right one (I hoped).
ACME couldn't finish putting the truck back together until I brought them the other parts on Monday (by cab and then by bus) and I had to take the day off work. When they got to the final few details they were MISSING MORE PARTS - the filler tube and the crossmember for my skid plate - so the manager had to make a 2nd trip to Toronto. He had the nerve to ask if there was anything other parts they might be missing!
I went by the Corporate Headquarters in Richmond Hill but they refuse to let me in without an appointment. The management "are not technicians and they won't know what the parts are for" - but surely they could see that they were broken? "Take a picture". They also do not allow disgruntled customers to come in - you have to call their Customer Service. So I did (from their parking lot) and the said to write it all down and sent it to them while they start an investigation. They told me perhaps I should let the local manager know - I said I think the fact that he is on his 2nd trip to Toronto with missing parts he already knows there is a problem!
So it has been almost a month and I have heard nothing back. I was still willing to pay the $270 for the removal, but after the extra costs they now owe me $454.04... and the Tranny works perfectly thanks to Andy @ ACME!