Buyer Beware -- Extremely Disappointing Experience and Customer Service…read more
I had this shop perform a full transmission rebuild on my 2017 GMC Yukon 5.3L at approximately 155,000 miles. The rebuild included replacing the TEHCM and installing an upgraded torque converter. The shop offered a 3-year/30,000-mile warranty.
At approximately 209,000 miles, I returned to the same shop for a transmission fluid service. At 226,450 miles, the transmission began experiencing shifting issues, with delayed shifts between first and second gear and the RPMs climbing to nearly 3,000 before shifting properly.
I brought the Yukon back to the same shop that performed the rebuild, expecting a professional diagnosis and a reasonable discussion about the situation. Instead, I was told they would not cover the repair under warranty and that I should be pleased the transmission lasted 71,000 miles. Their proposed solution? Pay another $3,995 to have them fix the transmission they had already rebuilt.
Let that sink in. A customer pays for a complete transmission rebuild, drives approximately 71,000 miles, and is then essentially told that is good enough and to pay thousands more.
I understand that warranties have limits, and I understand that vehicles with high mileage can develop problems. My frustration is not simply that a transmission developed an issue. It is the attitude, the lack of meaningful goodwill toward a returning customer, and the way this situation was handled.
Things got even more concerning when I told them I would pick up the vehicle and trade it in rather than give them another $3,995. The owner then offered to buy the Yukon for $3,500. I countered at $4,000, essentially the same amount they wanted to charge me for the repair. When that didn't work out, I offered $2,500 for the repair instead. That was rejected as well.
The entire interaction left me feeling that customer loyalty meant very little to this business once another substantial payment was on the table. After spending money with them for a full rebuild and subsequent service, I had no confidence in handing them thousands more to repeat the same job.