ComplaintsforCMH Auto SUPERSTORE

• Initial Complaint

  13/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2019 **** explorer from cmh in st Catharine’s. ****s warranty expired ONE day after I bought the car from them. I had issues a few days after their 60 day warranty, the entire transmission went on this car within 3 months of having it which means it was sold to me with a bad transmission. I reached out to cmh multiple times from march-august to where they did not help me. They finally offered to look at it where it just sat there for 3 weeks and wasn’t even started I know this because I track gas and km on the **** app and offered us no financial assistance, I have since re built the transmission twice out of pocket and the car is still broken it is going to be a write off at this point after we try a 3rd transmission, this should be on CMH I was sold a car with known transmission problems that was suppose to be safetied and certified. I’ve spent close to 10,000$ already in the computer and transmission repairs. I also spent 450$ getting the computer for the transmission diagnosed which I can provide the receipt for just have to go get a reprint from the shop

  

  Business response

  29/11/2023

  *****, we hear your frustration and we are very sorry hear about the problems you have encountered. We would like to assist in some way but first we would like to state our version of the facts and timeline.

  You purchased the vehicle January 21st. You were offered an EXTENDED WARRANTY to cover unexpected future break downs at that time but you decided to decline and signed the applicable waiver. Our free comprehensive warranty is 60 days (double the industry average of 30 days).

  The vehicle was sold to you with a GOOD Transmission and was in good operating condition and it appears it remained as such through the 60 day warranty period. The **** powertrain warranty of 100,000 Km was expired when you purchased the vehicle with 102,677 Km on the odometer. If there was any unwritten special goodwill warranty offered by **** in special circumstances beyond the published warranty, we would not have access to that that information and were certainly not aware of it.

  We do not have a record of the calls you mention from March to August and no one seems to have a recollection of the calls, but we are not disputing that you did call. We do know for certain that the vehicle was brought to us in August approximately 7 months after purchase. We determined the transmission was faulty offered to have a fully rebuilt and guaranteed transmission installed at the subsidized price of $3,800.00 and we also offered to include transporting the vehicle back and forth to the rebuild shop in Toronto. Inexplicably you declined, and without our knowledge you took the vehicle to *** ************ in Niagara Falls and on October 20th you paid $5,834.00!! To be clear, it was the *** ************ job that then failed, and you had the transmission repaired a second time by them under their warranty. It was after this in November when you had the vehicle back from *** ************ the you submitted this BBB complaint.

  We sell over 1,300 vehicles per year and inevitably a few will experience breakdowns down the road. That is why we offer extended warranties.

  We are frustrated by course of your actions, but we deeply sympathize with you. We know you are a loyal customer and have purchased three vehicles from CMH. We are under no obligation to do this, but we have reached out to you and have offered to supply a FREE 2 YEAR powertrain warranty, or a small CASH settlement to ease the pain a bit. Thank you for your understanding.

  Customer response

  29/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business, I just want to let you know it wasn’t anything to do with ** ************ that had me file they were phenomenal , the grand totally we paid them including transmission computer diagnostic and rebuild was 6980.64 cents. Well I don’t have the bill for the computer I can get a reprint I’ll attach the bill I just want to let CMH know we submitted a claim to the BBB because **** Canada actually recommended we did. We are willing to settle with the cash settlement offer and I will apply that directly to the loan we took out to repair the transmission as I already have the car under warranty through the transmission shop. 
  
  ***** *********** ***********

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