Complaints

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 202* **** Edge ST from the Cam Clark Group and at ****kms it was not shifting correctly I took it in to a dealer and they said no issues could be found at that time. On a trip to an event in *******, ** this transmission going through the mountains was shifting erratically and we felt like we were going to be stranded in a mountain pass - we got a room at the first hotel we found and ended up missing the event we were trying to attend and coming home. At ******kms it was taken to Cam Clark **** Olds and the transmission was deemed to require replacement they had the vehicle for ** days - upon picking up the vehicle it was worse than when it was dropped off chriping tires when shifting in sport mode. They made me drive it for * days before getting it back in and providing me with another vehicle at ******kms - they again found the transmission needed to be replaced again and had it for ** days. During this time I was not aloud our dogs in the rental and my dog experienced a medical emergency to which we could not get him to a vet quickly as a result of having to find alternate transportation. We have missed multiple other ************** due to the time it has taken. There is a software issue that has been identified by another technician and third party software has been recommended to make it reliable again as the **** software is not adequate to make the vehicle shift and drive properly. I am asking the cost of this repair with the warranty be covered by **** to make the vehicle reliable and driveable. The cost is $******* USD or $******* CAD.

  

  Business response

  06/11/2023

  Thank you for filing your complaint. As I have said through other channels, we are not going to assist in modifying your vehicle in a way that would negatively affect your vehicles warranty. We are committed to working with you and **** ****** to repair your vehicle however there is a process we must follow with **** technicians and the **** Engineering team We are unable to take non-**** technicians' opinions or 3rd party software into account while still maintaining your factory warranty. Our stance is simple in nature,installing a tune on your Edge does not guarantee a fix, and would negatively impact the warranty you currently have on your Edge. I have attached a copy of the owners manual for your Edge that clearly states tampering with or repairs needed due to non-**** parts or performance enhancing will not be covered (page **, multiple lines). Overall, I appreciate your frustrations, however as a previous employee of the Cam Clark Auto group and a member of our service teams,you of all people understand the warranty process and what solutions **** ****** will explore. Aftermarket parts and further modifying your vehicle are not a solution we can be a part of while still honoring your manufactures warranty. Prior to you picking up your vehicle I had test driven the vehicle and was comfortable releasing the vehicle to you as our technicians and I did not notice a hard shift or any drivability concern with your Edge. As we have discussed, there is a possibility that the current modifications to your 2022 Edge ST are contributing to the shifting patterns you are noticing, however we have continued to work with the **** ****** team to address your concerns.We are committed to working with you to find a solution, but this will not include further modifications to your Edge without **** ******* consent. I hope we can work towards a solution that works for you, if you have any questions please contact me directly on my cell, ************.

  Thanks
  *************************
  

  
  

• Initial Complaint

  20/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August * 2023 I had my 201* **** **** Triton towed into Cam Clark **** in **** **. My cam phasers had failed on my way home. I had a mechanic friend change out my cam phasers but was told I had to take it to **** to get my timing overhauled. I called them made an appointment and had the parts order through their parts department prior to the appointment. Was told I would have it back on August *, 2023. After a week of waiting I had to call them as I **** heard nothing. Was told they didn't order the timing tensioners and they had to hotshot to **** in *******. Was told I would have it back in * more days. Still no truck, went in to talk to them to be told that one of my cam phasers was defective. Worked with them to have it remover and replaced again. Again waiting and no communication. Finally got my truck back on August **, 2023. Started the truck it ran well. Excited to have out truck back my son and I left. WE MADE IT 16KM! Truck wouldn't gear up, no power, no speed, choked and died. Called ****, am now towing back to the dealership. ****************** looked at my truck the following day, to be told that there is excessive build up under timing cover and valve covers, possibly wear in my oil galleys. Take it to another shop and have my Brand new cam phasers locked out. Spoke with Service manager at ************, who told me that something is fishy. Spoke with them to have them engine opened up at my cost to show me what they did. Was told that would be about a week before they could book it in to do this at my cost. It is now October **, 2023 and have finally heard from them that maybe next week they can take a look at it. It has been *** months that they have had my truck. After the loss for time, them having my work truck, almost losing my job, and them doing repairs to turn around and basically tell me they did it anyway knowing it wouldn't fix my truck! Just adds insult to injury. The ** won't speak to me, neither will their customer care team.

  

  Business response

  23/10/2023

  Hi *******, please see the attached response to your complaint. 

  as always, I am here to assist where I can. 

  Look forward to talking more soon. 

  Thanks 

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

  

  Business response

  30/10/2023

  Good morning, we just wanted to let the BBB know that this customer did reach out outside of the ******************** process to cancel their next appointment (that we had originally agreed upon to work on their 200* ***** *  ***** *** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩