Complaints

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• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a car from a private dealer in January. By April my transmission was damaged from my car being serviced with Castrol Transmax ATF/CVT Universal Automatic Transmission Fluid in January before I bought the car. The transmission was topped off with this fluid mixing with the OEM original fluid. When I contacted Castrol for reimbursement of damages including rentals, ride shares & a new transmission, they asked for a Mechanical Report in Company Letterhead issued by a licensed mechanic indicating Mode and Cause of Failure from ****** to send to Castrol’s quality team. In their findings after a month of follow ups to the business, even after telling me to wait only two weeks, they found that Castrol cannot guarantee compatibility with competitive fluids as they do not know their proprietary formula. However, BP Lubricants USA, Inc. has no label stating it cannot guarantee compatibility, no warning labels to not use as top off on their Castrol Transmax ATF/CVT Universal Automatic Transmission Fluid 1 Gallon bottles. The term “universal” is very misleading not only for myself, but other consumers as well. I’m seeking help to have BP Lubricants USA, Inc. take accountability for their misleading transmission fluid by replacing my transmission since their product destroyed my transmission & reimbursement for rentals & ride shares used due to their negligence. It’s clear they’re doing their best to not take any profit losses or accountability.

  Business Response

  Date: 06/26/2023

  To whom it may concern, On April 25 2023, the complainant called
  Castrol Customer Service to complain about damage to his vehicle, alleging that
  it was due to using Castrol product in the transmission.  We contacted the previous vehicle owner, who confirmed to
  have serviced the vehicle in January 2023 as the OEM Transmission output shaft
  seal had to be replaced because it was causing a leak. He confirmed that he
  only topped off the OEM original fluid with Castrol Transmission Fluid, which
  created a mix of both products. Castrol cannot guarantee compatibility with competitive fluids
  as we do not know their proprietary formula. Therefore, Castrol always
  recommends a complete drain of the transmission and re-fill with the Castrol
  fluid. This should include draining the torque converter, which holds about
  one-half of the ATF volume -- dropping the pan will not cause the torque
  converter to drain. Based on the above, Castrol is not responsible for the damage
  caused. We trust that this information addresses your concerns. Castrol Customer Relations 

  Customer Answer

  Date: 06/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I understand that they do not guarantee compatibility with other fluids & they recommend draining the transmission fluid before use of their product. But there’s no indication on their AFT/CVT Universal Transmission fluid product of the information they are claiming as to why they’re not at fault for my transmission failure. I only found out about this AFTER reaching out to their corporate office. Which means this can happen to literally anyone who purchases their product. If they stated this on their bottle I would understand the previous owner would be at fault. But there’s nothing in writing on the bottle that indicates such.  
  
  Regards, 
  
  **** ***************