Had an oil change. Work order said they had checked all fluids. 20 days later, my transmission went up. Had my vehicle towed to a mechanic's shop. Mechanic called next day, wanting to know when was my last oil change? My dip stick to my transmission was broken, and the transmission fluid could not have been checked. It was marked as checked on the work order. The transmission fluid was milky and I only had 3 quarts.
I contacted the service dept. They would have to turn it over to the Claims Management Dept. For Walmart and someone would call me. 3 weeks later, I still had not heard from anyone, so I went in person to the store again. Spoke w/a # of supervisors, one said someone from Claims would contact me within 24 hours. Someone did. The man took my report, said they would need to get the tape from the oil change and he would call me back - may take 2 weeks. After 2 weeks, I began calling to find out the status of my claim. I had spent over $1900 to have my vehicle fixed 2 weeks before Christmas. It would always go to a voice mail to leave a message and he would return my call. After leaving a few messages, I began to leave daily messages to no avail.
I finally got fed up and filed a small claims in my district court. 2 days after filing, I received a letter stating they had made a decision and to call the #. I did that 3x and still got the same message-leave your name & # and someone would call back. Never did hear from claims management after my intial claim. Message boards indicate this is the norm for Claims Management.
The day before my court date, someone from Walmart legal dept. Called offering me $500 to settle out of court. I had waited 6 months for a return phone call from someone and the day before someone finally gets interested. I declined the $500.
I went to court. Walmart had hired a local attorney to represent them. I was questioned as to did I know my particular make/model vehicle had reported drive train problems according to the National Safety Transportation Board? No, I did not. That was a moot point as far as I was concerned. They argued that on the previous work order it was noted the stick was broken (and it was but no one mentioned a problem when it was done so I never read the paper). If the stick was broke on the prior oil change, it was still broke on the last one. I (you) have a reasonable expectation that they mention a problem with your vehicle when it is serviced. On the last oil change they asked if I wanted my wipers replaced, but again no mention of the dip stick being broken because they hadn't checked it. Of course, replacing the wipers would have been a commissioned sale so that was important to ask.
I was ruled against and can appeal the decision in circuit court. I will not do that without a lawyer. Walmart never produced the tape of the oil change-how convenient. So just beware of having any work done there unless you are standing over them watching their every move.
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