Complaints

This profile includes complaints for Hickman Motors Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hickman Motors Limited

  85 Kenmount Road P.O. Box 8340 St. John's, NL A1B 3N7

• 

  Hickman Motors Limited

  P.O. Box 8340 St. John's, NL A1B 3N7

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my 2018 *** SAVANNA in the dealers repair shop a number of times for transmission shudder problem which they did not resolve while the vehicle was under warranty. They replaced the torque converter October 27, 2022 instead of replacing the transmission. There were no transmissions available at this period in time. I took it back to the repair shop three more times after the torque converter was replaced with the same shudder problem while still under warranty. They indicated they couldn’t feel the shudder & there were no codes present. Even when the transmission failed completely there were no codes.
  This is a known problem with the 6 speed transmission in this vehicle. The warranty coverage should have been used to replace the transmission instead of a band aid to get the transmission through the warranty period so the manufacturer didn’t have to pay.

  Business Response

  Date: 27/03/2024

  Hi,
  
  Below is a recap of the details we have pertaining to this matter.
  
  This customer purchased the vehicle from a Used Car Dealership (ReCar) that is no longer operating in St. John's. The service history indicates that he had all repair work completed at ***** **** ****** up until 04/18/2023.
  
  On 04/18/2023 the customer arrived at our location with his vehicle for the first time and requested that we check it for the following items “SHUDDER IN TRANSMISSION ON LOW SPEEDS UNDER STRAIN & HWY SPEEDS UNDER STRAIN CHECK / ADVISE” … “HARD SHIFT AT LOW SPEEDS GAS RELEASED THEN RE-APPLIED” …”GRADE ASSIST DOWN HILL DOESNT SEEM TO CUT IN VERY OFTEN”. This was 12 days before the customers powertrain warranty expired (expired 04/30/2023). Customer stated that they were at our location as they had lost faith in their previous dealership. After completing diagnosis, our technicians could not duplicate any of the customers concerns and saw no data to indicate a failure (As was the case of the previous dealerships technicians). There was no charge to the customer during this visit.
  
  On 01/26/2024 the customer returned with the concern of a shudder in the vehicle on acceleration. vehicle had travelled 21,313 km since last visit to our shop. After diagnosis, it was determined that the transmission had failed. The vehicle was well past the manufacturer warranty period (expired 04/30/2023). Customer was charged $224.75 for diagnosis on this visit. Customer was provided with the cost to repair (parts and labor price). Customer approved replacement and parts were ordered to complete.
  
  On 03/07/2024 Customer had the transmission replaced at a total cost of $6547.18. There was no manufacturer coverage for this repair as all applicable warranties had expired. it is important to note that the customer was provided with an estimate on the cost to repair his vehicle and was notified that the warranty on his vehicle had expired. He new the estimated cost and authorized us to make the repair.

  We did nothing wrong in regards to this client. When we were able to replicate the complaint, we were able to fix the vehicle.

  Please fell free to contact me if you have any further questions.
  
  Best regards,
  
  **** *******
  
  *** ******* ****** **********
  
  Hickman Automotive Group
  
  85 Kenmount Road
  
  St. John's, NL