Repairing a CVT transmission failure on a Toyota C-HR

1. The owner of a 2018 C-HR that experienced a failure at just over 100,000 kilometres and five years received an estimate of $10,000 to replace the transmission with a new one. After he complained, the repair cost was reduced to $4,000, with Toyota Canada and the dealer making up the difference.
2. Toyota Canada rejected a claim for a transmission failure at 138,000 kilometres on a 2019 C-HR; the Montreal-area dealer estimated the repair at slightly over $10,000.

An alternative to replacing the transmission: A less expensive repair

If no help is forthcoming, an alternative may be to find a used transmission from a wrecked C-HR and have it installed, for a final price in the range of $4,000 to $5,000. The risk: a replacement used transmission may well develop the same defect as your original transmission over time—that’s a risky bet if you intend to hang on to your C-HR for many more years.

A third way to fix a CH-R transmission

I checked with Alain Groulx, a transmission expert who has helped many members of the APA resolve transmission failures. Here’s his take on the transmission failure in your C-HR:

“Based on the information provided, it seems to be an issue with defective bearings inside the transmission. It’s a shame that dealers are recommending replacing the entire transmission at the customer’s expense instead of trying to repair it. By replacing a complete transmission, the warranty is carried by the manufacturer, so there is less risk for the dealer, but it comes at a heavy price to the customer.

“A good transmission rebuilder may be able to open and repair the transmission. We had similar issues with the Jeep Patriot that used a CVT transmission on some models. The differential carrier bearings experienced many failures at low mileages; we were able to source and replace the bearings at a fraction of the cost of a new transmission.

“If this is a recurring problem, Toyota could make a bearing set available as a recommended repair kit. That has the potential to drop the repair price to about $3,000, if the problem is picked up early before a complete bearing failure ruins other components inside the transmission. Sometimes bearings are available from independent suppliers like General Bearing Service (GBS) or similar suppliers. In order to know if they are available in the aftermarket, the transmission would have to be dismantled to get the part number on the defective bearing. In many cases, the bearing is made exclusively for the manufacturer and is not available unless the automaker offers it as a replacement part independently of a complete transmission.”

“Broken telephone” effect: Documenting your transmission failure complaint to prepare a claim

Information sometimes gets lost in translation when a customer reports a problem. In your case, a suggestion to check for “a whine from the engine” may have been enough to throw the technician off the trail. Or the road test conducted during the warranty period was not done at sufficient speed or for enough time to elicit the noise you were hearing.

Here are some steps you can take during the warranty period to improve the odds that issues with your vehicle will be addressed and avoid the “broken telephone” effect:

1. Ensure your concerns are recorded accurately. Focus on symptoms over solutions, unless you are already familiar with the problem and its repair.
2. If possible, identify a location on the vehicle to check more carefully, the speed, road conditions, warm/cold engine and other factors that appear relevant.
3. Use your cellphone to capture intermittent problems that magically seem to disappear when you take your vehicle in for service. For example, record abnormal sounds that come and go, and take photos of warning lights that come on temporarily.
4. Obtain copies of repair orders, even for no-charge inspections, and retain them.

In my experience, helping consumers with resolving complaints, you can go back about a year relatively successfully for a problem that was reported during the warranty period but wasn’t addressed. To do that, having complete service records will improve your chances of a favourable outcome significantly.

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Making your case if your claim is rejected

A transmission, which is a lifetime component of a vehicle, should last for much more than six years or 110,000 kilometres, as long as it’s maintained and isn’t abused. Almost all the automakers that introduced CVT transmissions eventually extended the warranties on some of them past the original “five-year, 100,000-km” powertrain warranty to address durability concerns.

If Toyota Canada isn’t forthcoming with assistance, Ontario lawyer Michael Turk says you could sue the manufacturer, basing your claim on the implied warranty of fitness under the province’s Sale of Goods Act:

You will need to obtain an expert report from a third party, typically a mechanic or transmission expert who will be able to confirm that the bearing is the cause of the failure, and that the failure occurred as a result of a manufacturer’s defect in the transmission. With the expert’s report in hand, your next step is to file a claim in the Small Claims Court for the cost of repair and any additional costs you have incurred as a result of the loss of use of the vehicle arising form the transmission failure. You could also argue that the vehicle exhibited problems with the transmission while it was still under the manufacturer’s original warranty and this was brought to the attention of the dealer at the 88,000-kilometre service while still under warranty. Lastly, when choosing an expert, it is important for the expert to be able to be qualified by the Court as an expert and that your expert is willing to come to court and testify on your behalf. This process has become easier and less disruptive to those who provide expert evidence as the courts have transitioned to a virtual format.

Given that the complaints received to date are serious, I invite other Toyota C-HR owners with an experience to share about their vehicle’s transmission to contact the APA. This will help the association identify a pattern of failures and determine what actions Toyota Canada is taking to address complaints.

George Iny is the Executive Director of the Automobile Protection Association (APA), a consumer advocacy association with offices in Toronto and Montreal.

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