Routine car maintenance results in major damage and certain types of vehicles are more at risk
2:38 PM, Nov 7, 2013
1:48 PM, Nov 8, 2013
Timothy Tyner describes what happened when he first realized the vehicle was badly damaged "Really loud lurching noise and I could feel it engaging and disengaging."
Tyner bought a Nissan Murano to replace his wife's late-model car. He remembers "She smiled, she beamed when she drove the car and I felt very happy about that and then when it happened I just felt sick."
The Murano has what's called Continuously Variable Transmission, CVT, something coming out in more and more passenger vehicles these days.
An invoice shows the Murano was serviced just before the sale at a Valvoline Instant Oil change shop in Rogers, Arkansas. Included in the work transmission fluid replaced using Valvoline Maxlife. Even though printed right on a part in the Murano it states use only Nissan CVT fluid.
Tyner says "They put this fluid in, my car is inoperable because of it."
Michael Hudson, the owner of the Rogers, Arkansas Valvoline shop admits in an email to 2NEWS "... His car's transmission had failed after purchasing it. An incompatible transmission fluid was used in the car when being serviced."
In addition; a spokesperson for Valvoline corporate stated in several emails and phone calls Hudson would be willing to pay Tyner $1,500 to replace the transmission as part of Valvoline's 100-percent customer satisfaction guarantee.
Tyner says months ago Hudson said he would pay for a new transmission but he would never say where the work was to be done or whether the transmission would come with any warranty.
Months later after additional promises to pay Tyner $1,500 the check never came. Both Hudson and the spokesperson stopped returning emails, phone calls or texts to Tyner or 2NEWS.
Tyner says "If it ends up where I'm not able to get anything from him. If at least people with these CVT's, because there's a lot of cars with CVTs out there now, at least it will get those people to be more careful and realize your car takes specific fluid."
Tyner says according to repair estimates he's going to be out about $3,000 to get his wife's car back on the road.
He hopes his expensive lesson will pay off through helping others.
Michael Hudson, Owner of the Rogers, Arkansas Valvoline Instant Oil Change shop, sent this statement to 2NEWS:
"The previous owner of Timothy Tyner's current car brought the 2004 model year car with 125,604 miles to Valvoline Instant Oil Change for service (on December 8, 2012). At the owner's request, the transmission was serviced during this visit. Subsequently, Timothy purchased the car and a few months later contacted us to let us know that his car's transmission had failed after purchasing it. An incompatible transmission fluid was used in the car when being serviced. We have apologized to Timothy and have offered to replace the transmission with one of equal or fewer miles. Timothy has not responded to our offer."
And Kendra Overbeck, Media Relations Manager for Valvoline's parent company Ashland, sent this statement to 2NEWS:
"As part of Valvoline's 100 percent customer satisfaction guarantee, the Valvoline Instant Oil Change franchisee originally offered to replace the customer's transmission with one of equal or fewer miles (including the labor) in April. However, the franchisee/store owner did not heard back from the customer in almost three months. The franchisee/store owner would like to resolve this and is offering the customer a $1,500 check (equal to the cost of replacing the transmission with one of equal or fewer miles)."