Customer Communication & Dispute Resolution Policy

1. Introduction & Commitment to Customer Satisfaction

At our transmission repair shop, we are committed to delivering high-quality workmanship, honest communication, and excellent customer service. We aim to address all concerns promptly, fairly, and respectfully, ensuring every customer feels valued and supported.

2. Duty to Notify Management of Concerns

If you experience any dissatisfaction with our service, diagnosis, repairs, communication, pricing, or warranty-related matters, you agree to notify management directly before taking any public action.

This allows us the opportunity to correct miscommunication, clarify technical issues, or remedy genuine concerns.

3. Opportunity to Resolve Issues Internally

You agree to provide the business with a reasonable opportunity to review and resolve the issue in good faith.

This may include:

- Re-inspection of the vehicle

- Review of diagnostics and repair records

- Warranty verification

- Consultation with senior technicians

- Follow-up repairs where applicable

Our goal is to resolve concerns quickly and professionally.

4. Standards for Public Reviews & Communications

Customers are free to share honest feedback about their experience. However, feedback should be:

- Accurate

- Fair

- Reflective of all repair efforts and communication

- Not misleading to the public

We kindly request that customers complete the internal resolution process before posting public reviews.

5. Limitations on Defamatory, False, or Misleading Claims

You acknowledge that knowingly false, misleading, incomplete, or defamatory statements made publicly may cause damage to our business and may constitute a breach of this agreement.

If such statements are made without allowing the shop to first attempt resolution, the company may, at its discretion:

- Pause warranty coverage

- Delay service obligations

- Restrict future service

- Seek corrective action as permitted by law

This policy does not limit your right to express honest opinions or factual experiences.

6. Impact on Warranties and Service Obligations

Warranty coverage requires cooperation with all recommended inspections, diagnostics, and repair attempts.
Failure to allow the shop to diagnose or remedy an issue before seeking outside repairs or posting damaging public claims may affect eligibility for warranty coverage.

7. Binding Arbitration Agreement

If a satisfactory resolution cannot be reached through direct communication, both parties agree to resolve the matter exclusively through binding arbitration rather than litigation, lawsuits, or public forums.

Arbitration will be handled by an established, neutral arbitration body, and both parties agree to be bound by its outcome.

8. Exclusions and Emergency Situations

This policy does not prevent customers from:

- Seeking emergency repairs elsewhere

- Reporting illegal activity

- Filing claims required by insurance

We simply ask that customers inform us promptly so we may assist or provide documentation as needed.

9. Timeframes for Raising and Resolving Concerns

To ensure efficiency:

Concerns must be raised within a reasonable timeframe after the issue is noticed.

The business will respond within 1–3 business days.

Arbitration may be initiated if no resolution is achieved within 14–30 days, depending on the complexity of the issue.

10. Confidentiality During the Dispute Process

Both parties agree to maintain confidentiality during internal resolution and arbitration to protect privacy and prevent misunderstandings.

11. Customer Responsibilities During Investigation

Customers agree to:

- Provide accurate information

- Allow reasonable inspection time

- Avoid modifying or tampering with repaired components

- Return the vehicle for assessment when needed

12. Company Responsibilities During Investigation

We commit to:

- Reviewing concerns fairly and professionally

- Providing clear explanations

- Conducting thorough inspections

- Offering reasonable remedies consistent with industry standards

- Documenting all findings

13. Final Resolution & Documentation

Upon conclusion of a dispute, both parties will receive written confirmation summarizing:

- Findings

- Agreed solutions

- Any warranty adjustments

- Arbitration outcomes if applicable

14. Acceptance of Policy

By receiving services from our company—diagnostics, repairs, inspections, quotes, or warranty work—you acknowledge that you have read, understood, and agreed to the terms outlined in this Dispute Resolution Policy.

Justin Jordan CEO/Founder

International Transmission Repair, Inc.
8229 Scyene Rd, Dallas, TX 75227, United States
P: (214) 897-3604