Complaint Review: AAMCO - Flagstaff Arizona

This is an attempt to recount my disastrous relationship with two AAMCO franchise members, i.e. Lindsays AAMCO, Flagstaff, Arizona, and John Mangran AAMCO, Albuquerque, New Mexico.
 
I drive a 1997 Mitsubishi 3000 GT automatic. The car is in spectacular condition with less than 60,000 miles. In early May of this year, The Check Engine light came on, so I took the car to a local mechanic in Los Angeles where I then resided. The diagnosis indicated a faulty solenoid. I was in the process of moving to the Albuquerque area, and I asked the mechanic if it was safe to drive that distance given his analysis. He indicated that I should have no problem, but that I should have the solenoid replaced when I reached New Mexico.
 
On May 13, upon reaching Flagstaff, the engine light re-appeared and the transmission was beginning to slip. I was able to locate Lindsays AAMCO and turned in to have the problem looked at. The diagnosis indicated a problem with the solenoid, just as determined in L.A. I was told I would have to leave the car for further investigation. I was given a written estimate of $2,453.01. I was told the required repairs would take a week. This without any other information but what was retrieved from the computer. I was informed that the transmission would have to be pulled and rebuilt. I rented a car and continued to Albuquerque. The following Thursday, I called to get an update. I was told they were just finishing up and the car could be picked up by 2:00 PM the next day. I had agreed to check in as to the status, but was assured that the car would be ready no later than closing at 5:00 p.m.
 
Given the 350-mile trek from ALB to Flag, I left early in hopes of making the 700-mile round-trip in one day. I called AAMCO from the road (Gallup) to speak with Kevin Lindsay, the manager, but was told he was off for the day. The technician said the car would be ready by late afternoon. As I approached Flagstaff, I called the shop to say I would be turning in the rental and arriving at the shop around 3:00 p.m.  I was then told that there were problems and that the car would be ready later than anticipated. Given the late hour, I decided to give up on the idea of returning home that day and booked a room at Little America. I figured I could turn in the rental and get the car on the next day, Saturday, before the noon closing.
 
At 5:00 p.m., a technician called me to say that they were still having trouble with the car and that he was staying late until the issue was resolved. At 7:30 p.m., he called again to say that the transmission would have to be re-pulled. You can imagine my despair!
 
The following morning, I went to the shop to express my frustration at the situation to Kevin. I arrived at 7:45 a.m. to be told that Kevin had just left for the day. His associate, Cary, was completely apologetic and understood why I was so upset. I was, after all, going to have driven 700 miles and spent two tanks of gas and a hotel room for nothing. I should note here that Cary was always a perfect gentleman and completely sympathetic. He told me that they would need another entire week to rework the transmission. Apparently, the transmission had to be sent to Prescott for repair, and that there would be another weeks delay. He informed me that Kevin had agreed to pay for the rental for the ensuing week. He also said that the technician in Prescott who had rebuilt the transmission, would have to just swallow his pride, and make it right.
 
During the following week, I called Kevin to say that given the circumstances, I felt he should take the responsibility of getting the car back to me. I had solicited an estimate from a transport company to have the car shipped and gave Kevin the contact info. He agreed to work out some way to transport the car back to me.
 
A day or two later I called again. Kevin informed me that out of the goodness of his heart he would have one of his staff drive the car to Albuquerque and drive the rental back to return it. I reminded him that he had agreed to pick up the rental for the second week. I am not paying for the rental he exclaimed. I reminded him that he had made the promise. He went ballistic on the phone, actually screaming at me. At this point I was out of pocket nearly $600 for the rental not to mention the expense of the wasted trip.
 
Several days later his employee, Edward, arrived with the car. We met him at Enterprise, where I agreed to add him as a driver so that he could return the vehicle to Flagstaff. He produced a new invoice in the amount of $3,424.17, an amount nearly $1,000 more than I had agreed to! I had asked for the keys to the car when Edward first arrived so that I could get some papers out of the glove box. He asked me to give him back the keys. Why? I asked. He said that Kevin told him not to give me the keys until I signed off on the invoice. I refused and said that I had not agreed to the new chargesthat I would be disputing them. At this point Edward became furious and was actually threatening. At this point, I whisked my wife into the car and we drove off, quite frankly in fear that he would come after us.
 
Subsequently, I called the credit card company on which the charges had been made to open a dispute. I was not disputing the entire charge, only the charges I had not endorsed. Of course at that point I thought the car had been repaired. Stay tuned. Kevin will insist that I gave him a verbal okay for the extra charges over the phone. This is patently untrue. He announced the new charges only after the work had been done.
 
During the investigation of the dispute by the credit card company, a conference call was arranged between the agent, Kevin Lindsay and myself so that both sides of the story could be ascertained. In the course of the conversation, Kevin refused to let me speak. He cut me off at every turn, screaming into the telephone that I was a liar. He would not hear my side and continued to be abusive not only to me, but to the agent, hanging up on both of us.
 
Chapter 2: I have a 36-month warrantee on the transmission. I had planned, according to AAMCOs provisions, to take the car into the local venue for the 10-day re-check. I had planed to take the car in to the Albuquerque shop nearest me. Unfortunately, before the 10 days were up, the engine light came on yet again! When I took the car into the shop, at the Lomas Blvd location on Saturday, June 11, they announced that the car would have to stay for a week. I wondered why this was the case when the diagnostic once again indicated a faulty solenoid, which I understand can be replaced without removing the transmissionthe mechanic in L.A, had told me it was a $200 fix. Back to Enterprise I went to rent yet another vehicle. My expenses for car rentals have now exceeded $800!
 
On the following Monday, June 13, I received a call from John Mangan to say that he could not honor the warranty because my payment to Lindsay in Flagstaff was in dispute and he did not want to be caught in the middle. I was forced to cancel the dispute in order to have the car checked under the warranty, according to Mangan.
 
The following day, Tuesday, I happened to be in the neighborhood of the AAMCO shop, and I stopped in for an update. I could see that my car was empty of its transmission. David Patrick, the counter manager, was in a heated discussion with his boss John Mangan. As it happened, I was near enough to be privy to their conversation which went like this:
David: Well what do you want me to do?
John: You f**ked it up, now fix it!
David:  How? What do you want me to do?
John:  You figure it out. Its your problem. Fix it. You didnt have to take that transmission out at all.
As David came out of the office, he was visibly shaken. He actually turned back toward the office and offered up an obscene gesture to his bosss door. I was at the counter seeing and hearing the entire episode.
 
Later that day I called Mangan to let him know that I knew about the snafuthat a major mistake had been made. He commented that they were investigating the problem, but there had been no mistake. At this point, I let him know that I knew better and that I had overheard the conversation with David. He hemmed and hawed and said there had been some confusion but that the procedures taken were standard. I suggested that AAMCO should be responsible for my rental. Whether the blame should be placed on the Flagstaff or Albuquerque location was not for me to decide, but that because the car was now three weeks in the shop without positive results, and because of widespread incompetence, I should at the very least be recompensed for a weeks rental. I am not paying for your rental! he announced. I replied, But dont you think after what I have been through that I deserve some fairness? I am not interested in fairness! was his answer. I was stunned not only by summary stand on the issue, but by his rudeness.
 
By the end of the week, Friday, June 17, David called me at 4:15 PM. to say I could pick up the car. There was no way I could have returned the rental and gotten to AAMCO before they closed at 4:45. I asked if someone could stay until I got there, but that idea was refused, and so I returned the rental on Saturday morning and picked up my car.
 
I drove the car for less than 50 miles whenTHE CHECK ENGINE LIGHT CAME ON!
 
On Monday last (June 20), I returned the vehicle to AAMCO. I sat in the office for four hours awaiting some information.  I am told they need to replace a part that they cannot get for several days. I will need to rent another vehicle for about a week. Once again, I asked for AAMCO to pick up the rental which will now put me over $1000 in car rental expense alone! They have once again refused.
 
While everyone that I have dealt with at AAMCO is attempting to cover their asses and refusing to take responsibility for their incompetence, I have withstood an inordinate degree of inconvenience, inexcusable emotional stress and undue expense. This disaster is entering its 6th week without result or compensation. 
  
In addition, I would like to know that both these franchises will be investigated and reviewed by those with the power to make appropriate change. They do not represent what I have always known to be a reputable company. I am not the first to lodge such complaints. I was shocked to find very similar dissatisfaction on various sites on the Internet.
AAMCO Nightmare Update
 
Thursday, 6/23/11
I call Alb shop for update on the status of the car. I had been told on the previous Monday, 6/20/11 that a part had to be shipped from California and that I could expect it to be installed on Thursday and if all went well, I could pick up the car on Friday 6/24/11.
 
I called the shop on Thursday to be sure the part had arrived. John said it had arrived and had been installed. He said he would be in at 7:30 AM the next day, Friday, and that he would personally road test the car for one hundred miles. He stated that he would then fill up the gas tank and I could pick up the car on Friday.
 
I send a long memo recounting my experience with AAMCO to Mike Pekula, Head of Customer Relations. I warn him in the memo that I worry about retaliation from both the managers in Flagstaff and Albuquerque for calling them out.
 
Friday, 6/24/11
I follow up on my memo to Customer Service Manager Pekula to verify receipt of my memo. He confirms and goes on to say that he has spoken to both managers. I complain about the undue charges and the over-$1000 I have had to spend in rentals all because of AAMCO staff incompetence. I tell him that I am hoping he has the authority to affect some reimbursement, to which he replies, I Do not have the authority, These are independent franchises and if anyone is going to reimburse you it would have to be them, and they are not obligated by contract with us to do that. I am just a mediator and am pretty persuasive, so I will check on the status and call you back. He never did call back.
 
I called to verify that the car was ready for pickup. Phyllis, the receptionist said she would checkthe manager was going to road test the car, and she would get back to me. After waiting all day for confirmation with no call back, I called the shop. I was told that the Flagstaff facilty would FAX some documents for me to sign before the car could be released. Phyllis agreed top call me back when the documents were received to give me an understanding as to the nature of the docs and what exactly I would be signing.
 
Saturday, 6/25/11
I call the shop to confirm that the documents are there and that I can pick up the car. I speak to someone named Dave who rudely informs me that I have to speak with John, the manager on Monday. I ask for Johns phone number and Dave tells me he does not know it. Dave refuses to discuss the issue even though I tell him there are papers there for me to look at and that pick had been arranged the day before. He continues to chant You have to see John on Monday he summarily dismisses me and hangs up on me. Now the rental car will cost me at least another two days @$40 per.
 
I call the local Albuquerque police for advice, and to report that my vehicle is being held hostage by AAMCO. They inform me that this is a civil issue and cannot be addressed until Monday.

Monday, 6/27
I pick up the car. I drive 15 miles and the engine light comes back on! Later that week I trade the car in and purchase a new vehicle.

The end...