Complaint Review: 24 Hr Auto Repair Service

Based on internet ad, original transaction was arranged over the phone on Jan. 29, 2007 by Steve who works for 24HrRepair out of "Florida". Price to pick up and rebuild of 2002 Chevy Impala transmission was quoted at just under $1300.00 with a turn around time of "4-5 business days". Paid for in advance via credit card.

Their 3rd party shipping co. picked up transmission from local shop in Virginia (not involved in complaint, but used to extract the transmission) on Jan. 30th. The transmission arrived at 24HrRepair Feb 2nd.

In between this time attempts were made to check status of repair, but Jean from 24 Hr Auto said it hadn't arrived yet and would look into it. I was never called back. Work and home numbers were provided for call backs.

On Feb. 5th, the Virginia repair shop (not involved in this complaint) that would install the rebuilt trans said they had gotten word from 24 Hr Auto not to expect the transmission to be returned until Feb 9th and that this was far different than the time frame I had previously quoted them per Steve's information.

I called 24Hr Auto again on the 6th to clarify as to why it would take so long. I was told that someone would look into it. No one returned my call, so I called again on the 7th. Again I was told that someone would be in touch with me.

Later that day Jennifer of 24 Hr Auto called to inform me that additional parts would be required to rebuild my transmission at an additional cost of $598.18. I explained to her the dissatisfaction I was experiencing with the whole affair and that I was told by Steve that the turn around time would be 4-5 days. I further conveyed that I did not appreciate being up-sold, but all she could do was apologize.

She said there was no reason I should have been quoted a 4-5 day turn around time. Having no other choice in the matter of getting my trans repaired and returned I paid for the additional parts and service. Jennifer said she would have the guys get to work on it right away and that it would probably ship out the next day (Feb 8th).

Feb 9th, I called Jennifer to get the status and was told my trans still hadn't shipped, but that it would probably go out in that night's shipment.

On February 16, 2007 my transmission arrived back in Virginia, was installed professionally, and made available on the 20th of that same month. The following day, Feb 21, 2007 the car was driven normally at highway speeds as the first symptoms of a faulty transmission began. No kick down and erratic shifting were first signs of a problem. No third gear came soon after with fluid leakage.

I returned to the shop that did the installation for a diagnoses that determined there was an internal problem with the rebuilt trans. When I called 24 Hr Auto Repair to ask them to make good on their 75,000 mile warranty I was told that the diagnosis of the local trans shop was not acceptable and that going through a dealership was the way to make the warranty good. They said I would need a Chevy dealership to verify that the problem was indeed the transmission.

As if there were even a question as to the cause of the symptoms, I took the Impala to a local Chevy dealership where I paid $90 to confirm what was already apparent: 24 Hr Auto Repair sent me a broken transmission.

Now I have the proof that 24 Hr Auto Repair says they need in order to make good on their warranty, but no shop in town will hold up one of their lifts for the three weeks it takes to ship, repair, and return a trans to 24 Hr Auto Repair in Texas. The first time around I got lucky because Steve of 24 Hr Auto Repair told me that I would have my trans back in 4 to 5 days, so the local shop agreed. Now when I can tell them the actual turn around time, they rightfully won't touch it.

This leaves me with virtually no way of getting my trans back to Texas. One solution besides the refund I am requesting to settle this matter would be for 24 Hr Auto Repair to operate in the way advertised on their web page: Ship a matching, newly rebuilt, fully functional trans to my local shop first. Then I would send them back the first piece of junk they sent me. Otherwise, it is only fair to return the $1881.37 I paid them for what was supposed to be a working transmission.

I sent this suggestion to Larry Duncan, the owner of 24 Hour Auto Repair, who replied that his "warranty" didn't allow for either suggestion.

The scam here is this:

1. They quote you an unbelievably low price to rebuild your trans and tell you it'll take 4-5 days. (This is how they get you to convince a local mechanic to extract it for you and hold up one of his bays.)

2. They have you pay the quoted price in advance, otherwise they won't send the 3rd party shipper for pickup.

3. Once trans is in their possession, they tell you that your core is no good and that it's gonna cost more to fix. They also tell you not to expect your trans back any time soon and that they have no knowledge of quoting a 5 day turn around.

4. Now that they've got you by the pants, you pay the extra money only to receive your transmission much later than originally promised.

5. Surprise! It's broken upon first use. Now that they have your money, you're left back where you started: with a useless tranny.

6. You call up to collect on the "warranty" and they tell you to go pay more money to have it diagnosed first. They assume here that'll you'll count your loses and go away.

7. Even after you hit the dealership for a diagnoses, 24Hr Auto will not refund your money. Instead they promise to fix the problem, provided you can get the trans back out of your car!

8. Counting on the fact that no local mechanic that you find in his right mind will extract your trans and hold up one of his lifts for the three week minimum it takes for 24 Hr Auto to do its process, and that you probably won't pay the $600 minimum labor cost again (the initial extraction and reinstall cost $800), 24 Hr Auto sits back and laughs all the way to the bank.

9. Now they hide behind their "warranty" knowing that you will most likely never be able to get your transmission back out. After all, if I had the means to take it out myself, then I probably fix it myself, too. Right?

10. You ask for a refund in lieu of taking them to court and they just couldn't care less. They've been to court plenty already and probably have a well used loophole defense.

Jeremy
Fairfax, Virginia
U.S.A.