ComplaintsforCam Clark Ford Richmond Ltd.

• Initial Complaint

  18/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cam Clark **** was negligent with the recommended scheduled maintenance of my **** ****** ****** **. This led to my transmission being damaged. It is, therefore, their responsibility or that of **** Motor Company to cover the cost of either repairing or replacing my transmission. Since purchasing this vehicle from Cam Clark **** on July 13th, 2015, I have only brought it to Cam Clark **** for servicing. According to page 449 of the owners manual, under Normal scheduled maintenance, this vehicle needs to have its automatic transmission fluid level inspected every 12 months or ****** kms. This did not happen. There is no way on a hybrid for the owner to check on the transmission fluid themselves; no warning light indicates that the transmission fluid is low; and leaks go undetected because there is a pan that runs underneath the vehicle. I learned all this information last Spring when Cam Clark **** informed me that there was a transmission fluid leak and that almost 4 liters of transmission fluid was needed to top it up. The lack of fluid is what caused the transmission damage. In short, I was told that I needed a new transmission, and their estimated cost was over $11,000. I was led to believe that the leak itself had been repaired in my conversation with ***, the service manager at that time. I asked *** if it was dangerous driving with a damaged transmission as I did not have the funds to repair it. He said that the vehicle would eventually just stop working. To be cautious, I decided that I would drive it only when necessary.This past winter I noticed fluid under my vehicle. I found this unusual since I was informed that there was a pan that would catch any leaks. I stopped driving the car on December 26th and made an appointment with Coastal **** for January 17th as I no longer trusted Cam Clark ****. Coastal **** called me to inform me that it was, in fact, a transmission fluid leak. I told them that it had been repaired last March and was informed that repairs are under warranty for two years. I called Cam Clark **** to get a copy of the receipt and I was told that the transmission leak was noted but not repaired. The conversation I had had with *** was all about the transmission needing repair. He said the fluid was topped up and made no mention of the leak still needing to be repaired. Therefore, unbeknownst to me, I was still driving with the original leak causing further damage to the transmission and oversaturated the pan under the car.This should never have happened. According to my records, my transmission fluid was only checked twice since owning the car. When I brought this up to ***, he said that transmission fluid is only checked when there is a reason to check it. This is a direct contradiction to the recommended scheduled maintenance found in the owners manual which calls for regular inspections. The reason I brought my vehicle in to them was because of a noise I was hearing. I found out later, this noise is due to a damaged transmission. Hearing the noise is already too late as the damage has been done. My vehicle last Spring was only at ******* kms and is currently only at ******* kms. I bring my vehicle strictly to the dealership to be taken care of by the professionals. They are the experts that I am trusting to do what is required. It is their responsibility to check the transmission fluid or at the very least, advise me that this ought to be done. By not checking the transmission fluid every ******kms or yearly as recommended, Cam Clark **** caused my damaged transmission. Therefore, I should not be responsible for repairing the damage they caused to my car. Not only will I be reporting this negligence to the Better Business Bureau and to ******** ********** **, but I will also be seeking legal advice.Thank you in advance for your attention to this matter.

  Business response

  19/03/2024

  This is in response to the complaint from *********************** claim of negligence towards Cam Clark **** Richmond re negligence of her transmission.

  I was not working here when this happened so I will need some time to look into the situation and report the facts.

  I will be working on this in the next couple of days and then when I have the proper information, I will report back my findings.

   

   

  Respectfully,

  *******************

  Service Manager , Cam Clark **** Richmond

  Customer response

  21/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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