Complaint Review: AAMCO Transmissions & Total Car Care - Birmingham Alabama

While I do understand the frustration of the original message, there are some facts that must be taken into account before the report is taken to heart. 

First: this customer was not a customer of AAMCO of Irondale.  She was not charged for any of the diagnostic work that we performed on her Town Car.  In fact, she never came to our shop.  Her car was sent over.  She was not charged anything at all as this particular AAMCO does not charge for diagnostics.  She was the customer of Excel Used Cars, a local dealership that she had done business with.  Excel replaced the engine in her car (information they shared with us), then noticed the transmission symptoms.  When the car was brought to us, we were given instructions for starting the car, which required that the key be turned to the 'on' position, then an exposed, red wire that was sticking up from the left side of the engine was to be touched to the positive terminal of the battery.  This was a strong indicator that the engine installation may have been less than complete. 

Second: the engine installation was incomplete, and much of the data needed to diagnose the vehicle's woes was unavailable as the car's systems had not been restored to nominal working order.  When a transmission shop (of any repute) runs diagnostics on the transmission, it is necessary that the rest of the car be in proper (or near proper) working order.  As with dominos, one falls and the rest follow.  If the engine isn't running correctly, the transmission cannot respond correctly (or may respond correctly until it begins to suffer damage from the other component).  Just as one's stomach can eventually affect the heart, the engine affects the transmission (sometimes vice-versa, unfortunately).   Third: The customer bereated the center manager to lay accountability upon Excel Used Cars. 

The center manager (Brett) refused to do so.  While it was apparent that the installation of the engine was incomplete, no one from AAMCO of Irondale had any knowledge of the methods or professionalism employed in that installation.  Therefore, Excel's reputation could not be effected.  While the center manager's responses may have seemed rude to the customer, he was attempting to provide clarity in his intent to not tarnish another business based on the opinion of the customer.  This particular customer called after hours several times during the center manager's family time (the phones are forwarded for emergencies as a convenience to customers).

Repair shops can offer and facilitate repairs of many kinds on motor vehicles.  Most do not restore vehicles, necessarily, to 'new' condition, but address customers' specific complaints.  Many offer to look over the entire vehicle to make customers aware of the cars' needs, and, of course, offer additional services.  This particular AAMCO center enjoys a very good reputation locally.  Most of the customers have been referred by other customers.  It is well known for not charging initial diagnostics or the obnoxious 'shop fee'. 

The center manager even tells the customers as much as is possible up front so they can be prepared for the potential costs of their cars' needs; no shifty sales pitches, no manipulation.  As a result, the center had its best year ever in 2012 (2013 is looking pretty good too!) with the model of "more cars for less money than fewer cars for more".  We believe that if you do well in the service of customers that other elements of being in business will happen organically.  Fix the car. Make it work. Try your best to keep the customer's costs within their expectations.

I am very sorry this customer's experience was perceived to be so unsatisfactory.  I'm grateful that this forum supplies a feature for responses.