On 1/23/07, we (Garner Automotive) ordered a rebuilt transmission for a Chevy Lumina Mini Van from Phoenix Hard Parts (aka Phoenix Remanufactured Transmissions). They billed our credit card company, that day, for $1475.00.
Phoenix confirmed delivery to us for the transmission to be received within 7-9 business days. Our customer rented a car while waiting for their car to be repaired.
On 2/19/07 (19 days later) we received the rebuilt transmission from Phoenix and shipped back the old core for which we were to be credited $275.00 by Phoenix.
On 2/21/07, we installed the rebuilt transmission and road tested it. Our customer picked up the car and drove it about 8-10 miles before it broke down on the highway with a bearing failure and massive fluid leakage from output shaft.
Our customer had the car towed back to the garage. There was no repairing the trans, it was clearly defective. On 02/25 we notified Phoenix of the problem (spoke with Gabe). We got a real runaround from everyone except for a girl named Willow, who helped issue a warranty and gave us the RGA number to ship back the defective transmission.
We were told by Willow that we would receive a $157.50 refund for the labor involved with installing and removing this defective trans. Now anyone who's ever replaced a transmission would know that's not even enough to cover the labor for one half of that job!
Between 3/2/07 and 3/25/07 we were in constant contact with Phoenix to determine when we would receive another trans. We mostly dealt with Dwain who gave us nothing but a runaround. He lied to us several times telling us the trans would be shipped the next day and then the next day after that and couldn't keep his story straight etc.
Our customer was badly in need of their car back. At this point, they were without a car for over 2 (calendar) months. It became very clear to us that Phoenix (and particularly Dwain) was giving us the runaround.
So on 3/28/07 (18 business days after the defective trans was shipped back) we called Phoenix and canceled the order. We spoke to Dwain who was very, very angry, unprofessional, discourteous and even used foul language with us. He cursed at us over and over and said he was shipping it anyway.
We care about our customer's satisfaction (and our reputation) so we purchased a rebuilt trans from a reputable local company for $1680, installed it and the van has been working fine for them ever since.
Even though we canceled the order, Phoenix (Dwain) shipped the transmission anyway. We refused the shipment at the loading dock on 4/06/07.
Although we disputed the charge, Phoenix refuses to refund our $1475. They also have our old trans core worth $275 which they did not refund or return. We also did not receive a credit of 157.50 for labor.
So the bottom line is, a we were ripped off for a lot of money (well over $1500) by Phoenix Hard Parts and have literally no product, part or service to show for it! According to our credit card company billing before a transaction is completed is also a fraudulent billing practice.
Except for the girl named Willow (who was very helpful and nice), Phoenix Hard Parts was one of the worst, irresponsible, dishonest, unorganized and unprofessional companies we've ever dealt with.
We strongly recommend that you stay away from this company. Please, please do yourself a favor, save yourself a lot of money and aggravation and go elsewhere for a rebuilt transmission!
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