Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was working correctly. I have a early video same day driving from bay area. Right after a oilstop drive-thru service issues began. Uneven speed and I heard noises (imagine a rock scratching concret) when revving the engine. I took the car immediately back to the oilstop shop. On my way back by smarth train tracks the car got slipping despite I pushed the throttle didn't move and the stop lights at tracks turning on because the train was comming. I got scared and panicked because I saw the train comming and some cars tried to pass quickly the tracks. So I didn't know if was secure get off the car because cars was comming quickly to pass the tracks on my left lane. Luckily the car moved suddenly and I could moving forward. This happened quickly but could be an accident getting injury my self or somebody else because the car issue after the service. I get back to oilstop shop so, I told them what happened. They checked the car and said everything was good. The manager told me that somebody else on charge will call me to agree in solutions after checking cameras and do an investigation. He told me to tow the car to a tranmission shop to get a diagnostic to find out what's going on with the car. He also said to keep all receipts for a reimbursement in case of they are responsible of this issue. I took the car to a transmission specialist and they recomend a full transmission replacement which a total worth of $6,400 parts and labor included. Another shop charges $6,200 for the same work. I got a call from ********** oilstop offered me "a full transmission flush" by $360 ish to resolve the problem, but the mechanic said it won't work. Oilstop told me they just do "drain and fill" which means in transmission is still old fluid when refilling and, (it may result in damage mixing old fluid with new), and as a tranmission service they don't do a full flush transmission fluid to change fluid as they recomended me later as a solution after transmission got spoil.

  Business response

  10/17/2024

  After our investigation of the claim, and in speaking with the mechanic chosen by Mr. ***** Oilstop cannot accept responsibility or assist in the costs of these repairs. 
  
  During our investigation, Oilstop found the following:
  
  1. The fluid used in the service of Mr. ****** transmission exceeds the manufacturer's requirements. 
  
  2. The transmission service was performed correctly, and the fluid level was verified to be full after the service, and upon the subsequent visit to Oilstop. 

  After speaking to the mechanic, they were unable to attribute the transmission service as the cause of the failure. 
  
  Oilstop's offer to re service the transmission was out of courtesy. If more information is produced as to the cause of the failure, we would be willing to review the new information and consideration.

  Customer response

  10/22/2024

   
  Complaint: 22350387
  
  I am rejecting this response because: It is unacceptable and impossible that right after a service all this issues circuled in the image attached above shows up suddenly after a service. Nobody is helping me and and the transmission mechannics specialist run the codes and checked the fluid so, conclusions are by running the check lights are not accurate because it is impossible to know what's damage and its causes because nobody is gonna open transmission just because check out for problems. And at oilstop business they told me that they just do drain and fill and if my transmission was around to fail they normalize that doing that type of service is possible get issues because thay don't so a complete flush wich means replace the 100% of fluid and replace and filter, so this turns out in a problem that I jave by mixing oil fluid with new.
  
  Sincerely,
  
  ******* ****

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