Complaints for Protrans Automotive & Transmission Specialist in Riverside, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

11/22/2021

Took 08 Nissan into Ptrotrans on 08/20/2020 for CVT transmission rebuild. From that date forward, had several issues with vehicle each time it was returned as a "completed" repair. Speaking with other transmission repair shops, was informed that this type of transmission must have all interior components replaced, which makes the rebuilding excessively expensive, cheaper to obtain a remanufactured unit from the factory or specialized builder. After the 2nd replacement, I noticed that transmission case was not same as original, and appeared that used units were being installed. Had an issue with slippage in July, which Protrans stated the unit had overheated and was a known issue for this type of transmission. Took back on Oct. 28, 21, which I was informed on 10/29/21 that warranty had expired, transmission was completely destroyed and needed to be replaced, but would have to pay out of pocket for it. Protrans offered that I purchase a used 1 from salvage yard for $1380, and they would install at no cost, with absolutely no warranty, basically do what had been previously done, install used transmission and hope for the best. Resolution Sought Reimburse cost so that I may get transmission repaired/replaced at shop I am familiar with and trust. My father has done almost all the dealings with Protrans and the servicing, so I have his email and phone number listed

Company Response

12/21/2021

Ms. Castro stated in her complaint that Protrans was using used units, instead of remanufactured units due to cost. Protrans Automotive only uses remanufactured CVT transmissions provided by Kevin's CVT Remanufacturing. Her original unit was remanufactured on approximately 8/30/2020 and installed in her vehicle. She returned on 12/22/2020 with a check engine light on and drivability issues. Protrans Automotive removed her transmission and send it back to Kevin's CVT for a rebuild under warranty. On 2/25/2021 Ms. Castro returned for a transmission leak. It was found her original transmission case was leaking, and unrepairable. Protrans Automotive return the unit to Kevin's cvc, and he replaced the unit under warranty with another remanufactured unit from his inventory. That would explain why Ms. Castro believes the units look different but States we were only using used units. On 7/7/2021 Ms. Castro's father Joe return with the vehicle and stated the vehicle would not accelerate past 80 miles per hour while going up Cajon Pass with four grown individuals inside. Mr. Castro stated that the transmission was leaking and that he added fluid when he reached the top of Cajon Pass. Upon inspection of the vehicle at Protrans Automotive, it was found that due to driving beyond the original manufacturer's design, the transmission fluid became overheated and vented through the factory installed vent on top of the transmission. Mr. Castro overfilled the transmission by approximately 1 quart. Protrans Automotive corrected fluid level and advised Mr. Castro to add an exterior cooler to the transmission, because that has been found to keep fluid temps in check and extend the life of the CVT type transmission. Mr. Castro declined to add an exterior cooler and was advised at the vehicle is designed to limit available speed when loads are too high, and temperature and transmission exceeds a certain threshold. Therefore, vehicle speed was governed at 80 mph while trying to accelerate beyond that up Cajon Pass. Mr. Castro did not accept that explanation and drove away upset. On 10/21/2021 Mr Castro return with the vehicle and stated the vehicle would not accelerate past 40 mph. Diagnostics revealed the transmission has internal failure and will require replacement or rebuild. Mr. and Ms. Castro are out of warranty by 2 months and 2000 miles. As a good customer service gesture, Protrans Automotive offered to install a transmission that the Castro's provide, at no labor charge. Mr. Castro declined the offer and drove the vehicle out. Protrans Automotive continued to go above and beyond to help the Castro's during the warranty period, but due to perceived abusive driving and customer performing repairs on their own vehicle in an attempt to save money, Protrans Automotive can no longer provide warranty service at no charge to the Castro's. Our offer still stands though to install a transmission for them that they provide.

Customer Rebuttal

12/21/2021

In response to Protrans so-called response to the very many times that the '08 Nissan Altima, the leak for which the vehicle was returned on 02/25/21, was due to the transmission cooler lines not being properly tightened and having loosened over time. On the date of 07/07/21 with the transmission overheating and expelling transmission fluid, their were 2 grown adults and a 18 year old teenager in the vehicle. It was being driven up highway 138, immediately after exiting I-15. About 3 miles on highway 138, before reaching any steep inclines, the transmission started slipping, and the vehicle could not, would not exceed speeds of 40 to 50 miles per hour, running very close to the "red line" on the rpm's, which is at 6000 rpm's, not or anywhere near the 80 miles per hour as stated by Protrans. If an exterior, or additional transmission fluid cooler was needed to help facilitate with keeping the transmission from overheating, this should have been suggested when it was initially brought in for the transmission repair, yet was not disclosed till almost a full year later. Mr. Castro is a general mechanic, although no longer in the trade, has not been certified with ASE.

Company Final Response

Complaints and Resolutions

Protrans Automotive & Transmission Specialist complaints