Dona Wilkie says her 2021 Toyota Highlander needed a new transmission, but Toyota Canada denied a goodwill request and covered only after she contacted the automaker through a consumer advocacy case.
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Dona Wilkie, a B.C. resident, says she was forced to deal with a $13,586.88 bill after her brand-new 2021 Toyota Highlander required a transmission replacement following a road trip to Calgary in August.
Wilkie said she noticed aggressive gear changes and a strange noise when she drove the vehicle, describing the problem as a whine that started at a low level and grew louder as the trip continued. She said the issue began at about 98,500 kilometres, and she had an oil change receipt showing 98,278 kilometres before she left for Calgary.
Wilkie said she contacted her Toyota dealership after arriving home and was told the transmission needed to be replaced. She was also informed her vehicle was about 600 kilometres over the 100,000-kilometre powertrain warranty, meaning she would have to pay out of pocket.
Wilkie disputed the denial, arguing the transmission problem surfaced while her warranty was still active. She said her dealership reached out to Toyota Canada to ask whether she qualified for a goodwill request, but the automaker denied it because she had no servicing history at a Toyota dealership and no previous records of transmission fluid service.
George Iny, director of the non-profit Automobile Protection Association (APA), said the group has received more than 60 complaints about failures of the eight-speed transmission affecting the Highlander primarily. He said the APA does not see a connection between the transmission failing and whether oil changes were done at a Toyota dealership.
Iny pointed to a technical service bulletin issued by Toyota Canada in February 2021 for some 2021 Highlander, Camry and Avalon vehicles equipped with UA80E or UA80F transmissions, which may exhibit a loud whining or grinding noise.
Wilkie said Toyota Canada later decided to cover the costs of her repair after she contacted the automaker following involvement by a consumer advocacy case. In a statement to Consumer Matters, Toyota Canada said: “…This customer’s request for an out-of-warranty repair exception was already under review when you contacted us and, considering the specifics of her individual situation, Toyota Canada has opted to cover the costs of the customer’s repair.”
Wilkie said she waited weeks for responses from Toyota Canada before getting progress. She said she has since received a loaner vehicle and is expecting the transmission replacement by the end of the week.
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