I could write a book on this almost month long ordeal!
Here's the story so far:
2005 GMC Sierra 1500 2WD Automatic Transmission 5.3l V8 - Approximately 44,000 miles.
June 3 2007 1:30pm Truck arrived at NTB, located in Conyers, GA. (Telephone: 770-929-1700) I requested an Oil Change service. , Store Manager, shows me a printout that states that my truck is due for a recommended service of a Transmission Flush. He also states that the service is normally $109, however they are running a special of $69. I agree to have the additional service completed.
Tech completes the oil change, and then begins the transmission flush procedure. In doing so, a clip that secures the waste line of the machine breaks, subsequently causing massive amounts of transmission fluid to spray around the engine bay as well as their shop. This process is done with the engine running, and the ability to tell how much fluid has been removed is negated.
NTB does not have any additional clips, and the store manager vacated the premises to procure the clip.
An hour or so passes, and finally the store manager arrives with clip. He traveled to Lilburn, GA (~40 miles away) in order to obtain said clips. During the time several techs look for the broken clip, and do not find it.
Tech finishes the job, and the truck is delivered after tech sprays the engine bay down with water for approximately 10 minutes in order to wash the transmission fluid away. There is still residual fluid in the engine bay.
June 3 2007 4:45 pm I drive the truck away, and immediately notice the transmission is acting strangely. The transmission does not shift correctly, and slips in 2nd and 3rd gear. Additionally at a stop the truck does not immediately go into gear upon pressing the accelerator. Upon arrival home, I immediately call NTB to report the problem. They asked that I bring it in. I did.
June 3 2007 5:25 pm I arrive back at NTB, and the tech checks the fluid. The store manager is incredibly apologetic, and states he wants to make sure its right. His tech does not notice anything different upon driving my vehicle, however the store manager later admits that he does not have a technician capable of accurately diagnosing or repairing a transmission. The store manager asks if I would personally drive the vehicle with another tech. During the drive, the issues I experienced are still occurring. They requested that I drive the vehicle for 1-2 days, if there was still an issue to contact them.
June 4 2007 Vehicle driven to work, and home. 43 miles each way. Transmission is still acting out of normal, slipping around 3rd gear. (Both into and out of 3rd gear) Taking off under anything over throttle causes the transmission to slip.
June 5 2007 Vehicle is not driven.
June 6 2007 Vehicle driven to work, and home. Previously reported problems are still present.
June 6 2007 3:20pm I call NTB, and speak directly with the store manager. I explain the issue, and he expresses his concern. He states that he does not have a the tools or a tech there qualified to diagnose a transmission problem, and suggests that I take it someplace to have it looked at. I agree, and ask if Lou Sobh Buick Pontiac GMC in Conyers, GA would be an acceptable location. He says yes. He also says he wants to make sure I'm taken care of, and if anything is wrong due to their service that they would take care of it. He states he would be off on June 7, but would return on June 8.
June 6 2007 3:24pm I call Lou Sobh, (770-929-8777) and speak with a service writer. I explain to him the issue, and he states that I definitely should bring the vehicle in.
June 6 2007 - 7:19 pm Attempted call to NTB's store manager to update him, he has already left for the day.
June 6 2007 7:30pm Vehicle is dropped off at Lou Sobh for service
June 7 2007 - 10:40 am Call received from Lou Sobh BPG. Upon the technician driving the vehicle and computer diagnostics, the transmission is shot. There is at least 2300 dollars in repairs that need to be done, and that is not counting what else may turn up upon opening the transmission
This information is relayed to NTB, and they say there's no way possible that their service caused the issue and that they're not responsible.
June 8 5:15 pm Call made to NTB's Customer Service line. (1-877-227-5682 ) CSR states he is going to get this to upper management ASAP, and that I should expect to hear something on Monday.
June 9 4:12 pm Call from NTB Corporate Rep He left a message
June 9 4:16 pm Call made to NTB Corporate Rep. Explained briefly what went on, he had the documentation from the Customer Service line. He states that their Insurance Company would be looking at the truck on Monday, and that he will call me. If in the meantime, he gave me his cell phone number in case I needed any additional information.
Since dealing with their insurance company, Esis, I have gotten no where. They sent an adjuster out, and because there is not a 100% sign in their eyes that the service caused the issue, they want to do a transmission fluid analysis that may or may not decisively place blame upon NTB's service of my vehicle.
Here's the rundown:
I did not go to NTB in order to obtain a transmission service; I went to NTB for an oil change. I was sold a transmission flush service from the service counter prior to my Truck being pulled into the service bay. This service, contrary to what I was told by both NTB and Esis, was not necessary, required, or even recommended for my vehicle. Upon immediate departure from NTB, my transmission which was perfectly functioning just three hours prior was now malfunctioning immediately after NTB performed service on it. Additionally, when my truck was in for service at Lou Sobh less than a month earlier, there were no issues with my transmission.
Furthermore, upon investigation I have found a Technical Service Bulletin (TSB) from General Motors, 04-06-01-029A, Titled Engine Unnecessary Flushing Services. This TSB clearly states, in reference to the transmission flush service, that This practice is NOT required or recommended for normal service operations.
Upon review of my service schedule, I see that a replacement of the transmission fluid and filter is to occur at 100,000 miles. I was and still am well below that mark at approximately 44,000 miles. In fact at no point does General Motors ever recommend a transmission flush procedure to be performed on my vehicle.
GM does have another Technical Service Bulletin (TSB), titled A/T Fluid Cooler Flushing. This is bulletin 02-07-30-052D. This TSB clearly states Note: Insufficient oil flow through the ATF oil cooling system will cause premature transmission failure. During the ATF flush, there was a malfunction with the machine used, causing massive amounts of transmission fluid to spew throughout my engine bay as well as the technician's work area. Even in the light of this information DIRECT FROM THE MANUFACTURER, Esis states that there's no way the service caused the issue.
At this point it is established:
1. I did not arrive at NTB with the intent to obtain any transmission service. I did not have any issue with my transmission on 06/03/07 at 1:32 pm when I arrived at NTB.
2. NTB sold me a service that is not required OR recommended by General Motors.
3. During above service, the machine used to perform the transmission flush service malfunctioned. General Motors clearly states that the issue that occurred during the ATF flush procedure will cause premature failure.
4. Upon immediate departure from NTB on 06/03/07 at 4:45pm, my transmission was not functioning correctly and the issue was brought to NTB's attention immediately.
It's not rocket science, it's common sense. The issue that occurred during the service caused my transmission to fail.
At this point I have filed reports with the BBB against both NTB and Esis, and have begun discussions with local attorneys. Additionally, I have advised Lou Sobh that in no way is anyone to touch my vehicle until an attorney advises me to the next step.