Cottman Transmission and Total Auto Care

In December
2015, Mr. [redacted] informed us that he ran over something with his 2002 Maserati
Spyder. After discussing the possible damage to the vehicle it was towed to
Cottman Transmission on 12/26/2015, per his...

request.
After performing an inspection on the vehicle it was necessary to disassemble
the car to determine the quality of the clutch and the amount of damage that
may have been caused to it. This was done after [redacted], Adjuster for
Haggerty Insurance (Mr. [redacted]'s insurance company) approved and signed for the
removal, dismantle and inspection (RDI) on 12/29/2015. Mr. [redacted] was in
contact with us, as well as his insurance company. He was made aware of our
meeting with the insurance company and the approval we received from them on 12/29/2015.
We
submitted an estimate on repairing the damage to Mr. [redacted], insurance
adjuster, as instructed by [redacted] on 1/7/2016. Upon receiving this
information [redacted] approved the repair (which included the labor to RDI) in
the amount of $14,091.43 on 1/13/2016 for the full repair.
Furthermore,
on Mr. [redacted]'s end, there were several discrepancies between what the
insurance company told us about issuing his payment and what he told us.
According to [redacted], his payment was issued on 1/13/2016. The claim was approved and paid directly to
Mr. [redacted]. Therefore, we informed Mr. [redacted] that he would need to make full
payment prior us to completing the repair. This was to ensure payment due to
the high cost of the parts that would need to be purchased. Once we informed
Mr. [redacted] of this he instructed us that he would be picking up the vehicle for
repair at another facility. We asked Mr. [redacted] for the full payment for the
RDI and reassembling of the vehicle before releasing the vehicle.
He came to
Cottman on 1/25/2016 and was informed that
if he were to make a payment that same day we would waive the fees for storage.
Furthermore, the storage fees weren’t waived because Mr. [redacted]’s failure to
make a payment. The $500 he was charged was for administrative fees. These
administrative fees covered storage, the hours worked to locate parts, pricing
repair, communication with the insurance company, and communication with Mr.
[redacted]. We discussed this when he came to our shop to pay and he said that he
fully understood this fee.
Throughout
the time of having Mr. [redacted]’s vehicle in our shop we were always in constant
contact with him. There were phone calls made to keep him updated of our
progress with his insurance company along with text messages on January 11-12,
18-22 and 25th.
Cottman Transmission

HiJust wanted to let you know that Cottman Transmission has paid me for vehicle and it's finally over.Thanks for getting involved.Sent from my iPhone

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Initial Business Response /* (1000, 7, 2016/07/04) */
We are truly sorry that Mr. [redacted] is still having issues with his transmission. During our conversation it was indicated that Mr. [redacted] was going to bring his vehicle to the dealer for a diagnosis and second opinion. Per our conversation...

with the folks at the dealership, Mr. [redacted] did not have the diagnosis completed. He was asked by the dealership to leave the vehicle so a complete diagnosis could be done. Mr. [redacted] was unwilling to leave the vehicle for the tests. We cannot move any further to resolve this matter until the diagnosis has been completed. The vehicle is still under our warranty and we will continue to honor his warranty.
Initial Consumer Rebuttal /* (3000, 9, 2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the following that was provided by Cottman Transmission is that they requested that I take the vehicle to the dealership for a second opinion. That diagnosis was completed as requested and paid for with no other electrical or pneumatic issues found by the dealer. The initial request was to determine that no electrical or computer problems existed and non were found. The vehicle was also driven by the dealer's technician in which he noted that that transmission still has problems. I did comply with the suggestion of taking it to the dealership as requested, but additional actions were suggested after the dealer made their assessment. I find it ironic that the only time Cottman Transmission requested that I seek a second opinion was when I approached them about a refund after numerous returns for repair. In the past the vehicle was always returned to them for repair, why now a change in circumstance. With that being said, Cottman Transmission had ample time under warranty to resolve the matter since October 2015. The limited warranty exists if the work was performed correctly. Since the work was not performed correctly then the work was considered remedial, therefore a refund is substantial. Because, I as the client, have suffered a loss since the repair work was not up to a reasonable standard of competence. With that said, I find the practice of warranty repair and not issuing a refund is deceptive, and unconscionable in practice and may violate the UDTPA laws of North Carolina.
Final Business Response /* (4000, 20, 2016/08/16) */
that statement was taken out of context. the conversation was about a managers authorization limits. and until this car has been diagnosed with a problem related to the work performed at our facility, we will not be able to offer any moneys. If there is no Problem in the work performed, there would be nothing to settle.
Final Consumer Response /* (4200, 22, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made several attempts to reconcile this matter. Your organization was the only organization that performed maintenance on the vehicle. Once again, you had since November of 2015 to repair it. You failed to do so. By all accounts I have a legal right to request a refund for lack of service. The vehicle transmission has been diagnosed as failing with no other electrical issues from another party. If your reputation matters then you would proceed in doing the right thing for the customer to keep from being accused of fraudulent and deceptive practices. Again, I am willing to accept a mitigating $1500 settlement. Thanks

[redacted] came in to our
shop in February with his 2010 [redacted] and described symptoms of what
seemed to be a transmission problem. We performed a 21 point check on the
vehicle in addition to removing the transmission pan to inspect the condition
of his transmission fluid. This was...

done for a fee of $50, which he agreed to.  Upon inspection, we determined that there was
a generous amount of metal contamination in the fluid. We informed [redacted] of this, as well as took a picture of it in order
for him to be fully aware of the extent of it. We advised him that the
contamination found in the pan was excessive and that we would not recommend
the replacement of the solenoid pack assembly. If we were to replace the
solenoid pack we could not guarantee the repair due to the contamination in the
pan. We advised M[redacted] the best way to further
diagnose the problem would be to remove the transmission in order to perform a
tear down and thorough inspection. We explained to him that without specifically
pinpointing the vehicle’s problem, or knowing the extent of any internal
damage, the cost to repair it could vary anywhere from $3,000 to $3,500. He
decided that he was not going to move forward and repair the vehicle.
After he refused repairs and picked his car up he informed
us he sold the car. The person who purchased the vehicle from him said they
installed a solenoid on the vehicle for $40.00, which seems to have fixed it.
That may have fixed the symptoms that the vehicle was having at that time, but
that is not what we feel would be the best route to repair it. We always strive
to advise our customers on how to repair their vehicles safely, effectively,
and in a manner that can maximize the timeline of the vehicle’s drivability. We
feel we gave Mr. [redacted] the best recommendation for his vehicle.  Cottman never advised him to sell his vehicle,
or how much to sell it for. This was his own personal decision and we do not
feel that we are held responsible for any repercussions he may have for doing
so.

The transmission in my vehicle started kicking a bit and some warning lights came on. I took it first to my primary mechanic who I trust very much. He plugged in his code-reader and said he got codes for sensor solenoids which is something they don't do in that shop. I took my vehicle to Cottman. A mechanic named Randy was the only one there, the owner, Steve, was out. Randy spent an hour messing with my car and finally said he couldn't get his code reader to communicate with my car's computer. He said they would need to do a 2 hour diagnosis which he said would cost me about $100. I made an appointment to come back the next day. When I went back for the appointment, the owner Steve was there. He said the so-called "diagnosis" would cost me $105 per hour, and I needed to authorize 2 hours for the work. I asked him if it would take 2 hours, he said if not then he would only charge me for the time it did take. I should have stayed to watch them do the "work," but I left, naively believing they would do the diagnosis and be honest about the results. When Steve called me back, he said the whole computer in my vehicle was out and it would need to be replaced before he could read any codes to find out what was wrong with the transmission. He said it would cost upwards of $1300, BUT he was going to deduct $150 for the cost of the [fake] diagnosis. How kind. On recommendation from a wrecker driver who said he used to drive for Cottman but had to quit because they are, "Notorious for ripping people off," I took it to a small transmission shop. The owner of that shop said he didn't understand why Cottman's said they couldn't communicate with my computer, because he had no problems doing so. He plugged the code-reader in to show me what was coming up. Low and behold-it was the sensor solenoid, just as my primary mechanic said in the first place. This transmission shop owner explained a couple of options, quoted me a price for the part and told me the cost of the labor. Very reasonable. I went straight to Cottman, marched back behind the desk and told Steve to show me what he had in his computer in regards to my vehicle. He pulled up one page that only said they couldn't communicate with my vehicle's computer. I asked him if they actually did a 2 hour diagnostic for $100 per hour. He said "Oh, you mean this" and pulled some papers out of a file. I asked him if there was anything in his computer that said I owe him money and he said no. I told him to print and sign something confirming that I owe him nothing. He said he just didn't understand why I was upset. I told him I figured out his scam: (1) Lie to me about communication problems and claim that I need a whole new computer (2) Charge me $1300 for work that they were not going to do because it didn't need to be done (3) After pretending to change out the whole computer, he was going to say 'Oh, NOW we can communicate, and NOW we see the problem codes' in order to charge me again for the real problem. He didn't deny it at all, he just started talking about voltages. I told him I did not need to hear his voltage nonsense and told him to print and sign the paper so I could be on my way, which he did. Every mechanic that I have talked to (plus the wrecker driver) has said the same thing- NEVER GO TO COTTMAN TRANSMISSION. I have since looked at some other reviews and have found that this type of thing is pretty standard practice for them. Steve is a con-man, and obviously trains his mechanics (Randy) to take as much as they can con from their customers.

I AM WRITING IN REGUARDS TO [redacted]'S COMPLAINT . WE HAVE PUT 3 [redacted] CVT TRANSMISSION IN THIS VEHICLE AND ALL HAVE FAILED . WE DO NOT BUILD THESE TYPES OF TRANSMISSION SO WE HAVE TO GET REMANS FOR THIS VEHICLE . UNFORTUNATELY THIS HAS BEEN A LONG PROCESS FOR [redacted] . WHILE REPAIRS ARE BEING...

DONE [redacted] IS IN A RENTAL AT COTTMANS EXPENSE SO WE ARE TRING TO GET [redacted] BACK IN HER VEHICLE AS SOON AS POSSIBLE . WE JUST GOT ANOTHER [redacted] CVT TRANSMISSION AND PLAN TO HAVE [redacted] [redacted] BACK IN HER VEHICLE BY THE END OF THE WEEK . THANK YOU FOR YOUR HELP WITH MATTER .SINCERLY COTTMAN OF EMMAUS

Final Consumer Response /* (2000, 7, 2016/01/13) */
I spoke to a manager and he agreed to address the customer service issue and billing amount. I would like to close my complaint.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The company Pro employees did not know what trans they were looking at suppose to rebuild a 1960 cast 2 speed power glide. Had the car 15 days I sent the to the car to Fla.by trailer only to find more leaks when removing the car from the trailer than it had when the so called pros rebuild it. AAMCO to the trans out to see metal shaving, crud nothing was even cleaned inside the trans or even the outside AMMco pulled it out and a number of things they found totally unprofessional and indeed lacking any quality what so ever I reached out to Corporate with no resolve I paid what they ask only to get or should I say have the work redone . It indeed appears this country is-- get it done-- get it out take the money-- we wonder why we sadly purchase our products form outside the US.

DEAR [redacted]In response to complaint ID# [redacted] originally came in with her vehicle on 12/03/13 for the free trans check We completed the trans check which determined it had internal transmission issues [redacted] authorized Cottman to remove and inspect transmission for...

$475.We called her back after the inspection to let her know she would need a rebuilt transmission and it would cost $2700.00 plus tax which she agreed to. She paid $600 deposit on 12/03/13. [redacted] only had $1000.00 on 12/06/13 to put towards her $2700,00 bill. [redacted] the service manager at the time was to schedule payment arrangements on [redacted]s 10-day check which is required for every rebuild transmission we do and must be done to enforce the 12 month 12,000 mile warranty which [redacted] was suppose to get . [redacted] never showed up for her 10day check nor did she call to say there was any problem with vehicle knowing she had a balance. Personnel at Cottman had made numerous phone calls to [redacted] and left plenty of messages. We never got any calls returned to us. She called the shop and spoke to [redacted] stating she was having issues with the vehicle. She dropped vehicle off on 4/28/2014 at 10:59 am so we could check vehicle. [redacted] put 7,000 miles on vehicle since delivery on 12/07/13. To satisfy [redacted] on 5/12/14 we agreed to fix her vehicle and reimburse her for car rental fees and absorb her balance of 1060.82. [redacted] agreed to bring vehicle in on 05/13/14 to begin fixing her vehicle.Singerely, Cottman Transmission

Review: I went to get my 2003 e500 Benz looked at by Cottman Transmission( after getting others opinion on the problem) it was reconfirmed that it was in-fact a problem wit my torque convertor. I was told it can be replaced for a cost of $1150. I told them to fix it and they told me the next day that when they put the convertor in that it felled. I told them that I was going to pick my Benz up and they said they will fix the problem. After about 3week I was still getting the run around, I went to the shop and they said they could replace the transmission for about $3600. I later request to pick my car up and I was told I had to pay them for installing a convertor. I told them that, "why should I have to pay for their services and the convertor was never fix properly. I'm filling this complaint because I believe my services wasn't met wit my vehicle.

thank you,

Frederick J. SharpeDesired Settlement: To have my transmission put back in properly and return to me.

Business

Response:

[redacted] is correct that his torque converter was in fact failed. He was aware of this. We confirmed that and agree to replace it for $1150. However, that was not the only problem. After replacing the converter it was apparent that there was additional internal damage to the transmission itself. There was internal failure of the radiator which caused anti-freeze to contaminate the transmission. We offered to rebuild his existing transmission and replace the radiator for a total cost o $3600. [redacted] left the center to consider the offer. Later he called extremely upset because his car was not fixed completely for $1150 (the amount quoted to replace converter only). [redacted] has agreed to let us replace the transmission and converter with an exchange unit and install a new radiator that meets MB factory specs. This will include all fluids gaskets, seals, etc at a total cost of $1869 plus tax. We hope that this generous compromise of cost will satisfy [redacted]. We take our business very seriously and respond to all customer issues promptly and effectively. If you have any questions please do not hesitate to contact us.

Review: Cottman Transmission provided a remedy for my automobile not accelerating on upgrades. They determined a new transmission was needed at $3800 for a 4-day service that needed to be paid upfront. The auto was dropped off on 9/29/13 and after multiple delays was ready to be picked up 10/16/13 but after a quick drive found the same problem existed and returned the car to the company for correction. Contacted the Corporate Office about the delay and it was referred to a local dealership for review and found the catalytic converter was clogged!!! Once unclogged the car ran fine. Picked the car up on 10/30 - 5 WEEKS LATER. It is uncertain if a new transmission was really needed if only the catalytic converter was unclogged. The delays caused excessive mileage on a leased vehicle, complications with scheduling to meet with customers and delaying the opportunity to have car inspected.Desired Settlement: Would like refund for the inappropriate services performed - $3800.

Review: We took our car to Cottman Transmission, [redacted] on Saturday, March 2 with the understanding that they would examine the issue on Monday, March 4. When they called on March 4th to tell us that the damage was extensive and that they would basically need to rebuild the transmission and that the work would be completed by Friday, March 8. We were informed on Friday that they were waiting for one more part and that it should arrive on Tuesday, March 12 and the car woudl be completed. Then we were informed that it would actually be ready Wednesday, March 13 by the time they were able to install the part. We called on Tuesday, March 12 and was informed that they are waiting for 2 parts and that it would probably be Thursday, March 14 before the car would be ready. Mind you that my CC was already charged back on March 4 for this work !Desired Settlement: I would first like my car repaired immediately (and correctly), I want them to extend the warranty to 24 months (as one of their "competitors" offers) and also some type of discount for the insanely long wait and what I feel have been deceptive "promises" of when we will have our car returned. Since they have had my money for over one week I feel I deserve the consideration of geting some of their monies.

Business

Response:

Dear [redacted]:

I spoke with [redacted] today at 9am 3/20/13 per her report to the Revdex.com and she is very happy with the outcome that we provided her. Thank you very much.

[redacted] of Cottman Transmission

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We had this business repair the vehicle about 4 months ago by installing a rebuilt transmission. The transmission came with a 1 year warrenty. We noticed a issue and dropped the vehicle off on 8/1/2013 for them to check. They called the next day claiming it needed the torque converter replaced. They then proceeded to say that they could get it done in the next day and would get me the price. I then reminded them that it was covered under warrenty. They then replied that they would not be able to do the job till the following week and would call me and that I was not allowed to drive the vehicle as they would void the warrenty if I did. I called them a week later and they had not fixed it and said by Friday the 9th at the latest. We did not hear from them. We contacted them in person on Saturday and they said they would look into it and call us. No call came. I contacted them on Monday the 12th and spoke to a "[redacted]" who said he was there from the head office and he promised to look into the situation as this vehicle should have been taken care of immediately due to the warrenty. He called later to say that he did not feel it was the torque converter, but a selenoid and that he had replaced it. They needed to drive the vehicle a little to ensure the issue was resolved and that he would call. No call came. I then contacted them on Tuesday morning the 13th and was told to call back in 1 hour for a report. This car sat in the same spot for 10 days without anyone making any attempt to repair it and everytime I call I get the run around answer.Desired Settlement: To be honest, I believe that they not only owe us a apology, but we paid TOP buck for that transmission. The vehicle is being driven by our daughter who paid for it herself. A financial compensation would be nice for her as she is attending college and working so not having her car had made the past 2 weeks difficult for her to do either. I also want them the FIX HER CAR!!!!! The shop also needs to learn that they cannot do this to anyone else

Business

Response:

August 26, 2013

Response to Review:

We did not find fault with the transmission at all. The vehicle had a "run condition" relating to engine performance and not the transmission. I am enclosing a copy of a letter we sent directly to the customer apologizing for any inconvenience they may have experienced. Additionally, we extended their guarantee on the transmission itself and offered to provide oil changes for as long as thier daughter is in school.

August 26, 2013

Dear [redacted] Family,

Please accept my sincerest apology for any inconvenience you may have experienced from your last visit due to any delays or confusion as to the diagnosis of your vehicle.

Going forward we will refrain from sharing our early suspicions/diagnosis based upon customers description of the symptoms. As well as previous experience and known issues but rather wait until diagnostics are completed. I see where you might have been confused which may have led to frustration for which I apologize.

Based upon your account of "the vehicle stalling out" we may have jumped to conclusions on our initial diagnoses by identifying the torque converter as the problem. After several attempts in as many days we were not able to duplicate the problem. We test drove, scanned and performed various checks of the vehicle daily. We checked it first thing in the morning and again after it reached operating temperature. The transmission, like any hydraulic component can react differently hot, as opposed to when cold. Because the lot is as crowded as it is the vehicle was returned to its same parking space. I assure you it did not sit idle during the time it was here.

After multiple checks and tests, we were not able to duplicate the problem, nor did we find any fault with the transmission whatsoever. We hesitated returning the vehicle to you prematurely with the possibility there may still be a problem. We checked and cleaned where appropriate engine components including spark plugs, ignition wires, throttle body, sensors and vacuum connections. Everything appeared to be in order and believed that we either 1) eradicated the problem by simply unplugging and reconnecting wires and resetting the computers) and connections or 2) the symptoms might have been what you thought may have been the case, running the Air Conditioning on a hot day and the 4 cylinder engine may not have been able to keep up with the demand.

On a vehicle over 10 years old, with over 150,000 miles anything is possible. Since the vehicle was here with a perceived transmission problem it made sense not to operate until completely checked out. Safety is our first concern and then subsequent damage.

I realize it is a convenience at very least to be without a vehicle. Keep in mind your stay with us over the ten days included four days which where over weekends. I realize you are upset over the time that it was here but in reality we went above and behind our normal call and responsibility and made an extreme effort to find fault and ensure the proper performance and safety of your daughters vehicle.

In an attempt to demonstrate our consideration I would like you to remain our customer and am hoping for a satisfactory resolution to your concerns, in that spirit I would like to;

1) Reset your one warranty to begin now. August 24, 2013

2) I am Enclosing a $25.00 gift card good towards any service here at Cottman

3) Additionally I would also like to take care of [redacted]’s oil changes at no cost while she is carrying a student ID

Additionally, I have scheduled training for anyone in my organization that may communicate with my customers to make certain customer expectations are set accurately. I agree that none of my customers should have a negative experience.

Sincerely,

Review: Vehicle brought in for repair on 8/20/13. Invoice States the engine is a v6 2.7L. Price Quoted on 8/21/13 was $3339.00. Deposit requested and credit card info was provided. On 8/21/13 the FULL quoted price of $3339.00 was charged on 8/21/13. I was called on 8/22/13 and I was informed that the VIN number on the vehicle had a different transmission than was quoted to me on 8/21/13 and the price was going to be increased. Per Owner of store, the VIN number was wrong and was a v6 engine. The engine was a v8 and upon discovery when the transmission was removed. The car was in the shop for total of 9 days. Spoke to owner on 8/27/13, still waiting on parts. On 8/28/13 I was told he needed the balance in our to pay for the parts.

I was called the vehicle was ready for pick up on 8/29/13, The Additional $733.55 was charged to my credit card on 8/28/13. Prior to the services being completed in FULL. Charges on credit card $3339.00 on 8/21/13 1:30pm, $733.55 on 8/28/13 4:30pm. The Reicpt has a printed date of 8/28/13 with all the services, but I was not called until the afternoon of 8/29/13. I had to pay for my car rental one additional day. I called the dealer Chrysler ([redacted] ) and they confirmed the VIN number does state the vehicle is a V8. Date of the deposit on the cottman receipts is 8/22/13 but the deposit date was 8/21/13 per my sale receipt. I was concerned while this repair was being done and did not confront the owner due to the nature of the repair being done to my vehicle. No reason for the price increase stated on my invoice. Warranty Re- Check section is BLANK. The owner did not sign the receipt, I had to request him to sign it and he did not want to. Is it a company policy to charge customers 5% of the balance if a Discover Card is used? I was not given my $100 discount. I told the owner I had the coupon but how was I supposed to get my coupon discount when my card was card in FULL one day prior to me being called it was done. Explain that!Desired Settlement: First :

I want a Billing Adjustment made. I should have been charged the amount that was first quoted to me. This Business is charging the FULL amount quoted and when I was told, my card would only be charged a deposit. 2nd Charge made to my card was done prior to the services was completed. I was only given the receipt for my first charge on first credit card. I had to ask for the second charge placed on my card and the owner did not sign off on my receipt copy until I asked to do it. And he did not want to.

Second:

I want them to extend the warranty to 24 months (as one of their "competitors" offers)

Third:

I feel have been given deceptive "REASONS".for the increased in the price to complete the work. Since they have had the majority of my money for over one week I feel I deserve the consideration of geting some of their monies to offset the additional days I needed to have a CAR RENTAL.

Business

Response:

September 15, 2013

Response to Review:

We refunded $833.56 based on the confusion over the transmission type and to satisfy our customer. We also extended his warranty.

Review: Once Again, Cottman Transmissions has overpromised and undeliveredI took my car there in December of as I was having transmission issuesThey told me my car would be ready in about daysA week passed and still, no carThey said my car was ready and that they would leave the keys for me under the matI drove there in the pouring rain at night to find that my car was NOT reafact, it had not even been started! Completely outraged (as I need my car for work, pick up my child, etc ), I returned with my parent Saturday Morning and told them that I needed them to deliver on their promiseI got my car back at 12pm that Saturday...they left the keys under the matGuess what? Car STILL had the same transmission problems to begin with!! I refused to take it back to that CottmanBut the manager [redacted] assured me he would place me as a priority, he would waive any balance and make nice on what happened beforeHe pretty much lied to me because my car will not be done for a whole week, and now [redacted] is saying that I owe a balance! Are you kidding me? Now I have to extend my rental car and pay money out of pocket..just plain ridiculous.Desired Settlement: I am seeking a refund AND/OR reimbursement for rental car fees
Business
Response:
DEAR [redacted]In response to complaint ID# [redacted] originally came in with her vehicle on 12/03/for the free trans check We completed the trans check which determined it had internal transmission issues [redacted] authorized Cottman to remove and inspect transmission for $475.We called her back after the inspection to let her know she would need a rebuilt transmission and it would cost $plus tax which she agreed toShe paid $deposit on 12/03/[redacted] only had $on 12/06/to put towards her $2700,bill[redacted] the service manager at the time was to schedule payment arrangements on [redacted]s 10-day check which is required for every rebuild transmission we do and must be done to enforce the month 12,mile warranty which [redacted] was suppose to get [redacted] never showed up for her 10day check nor did she call to say there was any problem with vehicle knowing she had a balancePersonnel at Cottman had made numerous phone calls to [redacted] and left plenty of messagesWe never got any calls returned to usShe called the shop and spoke to [redacted] stating she was having issues with the vehicleShe dropped vehicle off on 4/28/at 10:am so we could check vehicle[redacted] put 7,miles on vehicle since delivery on 12/07/To satisfy [redacted] on 5/12/we agreed to fix her vehicle and reimburse her for car rental fees and absorb her balance of [redacted] agreed to bring vehicle in on 05/13/to begin fixing her vehicle.Singerely, Cottman Transmission
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meI have made the proper arrangements to bring the car back for 5/13/In the future, Cottman Transmissions of [redacted] must communicate better with it's customer's regarding rendering services, estimated time frame of work, cost, and proper delivery and signage of paperwork
Regards,

Review: Cottman retrieved my VW Beetle on 12/11/13. In all calls made to Cottman, we were told a major par (valve body)t was coming from California and transmission was unable to be reassembled. We had talked to [redacted], [redacted],[redacted], [redacted] and [redacted]. [redacted] told me [redacted] was the Manager and [redacted] was the owner. [redacted] told me he had just started working there a few days before. I talked to [redacted] on 12/31/13 and she said if the part wasn't there by Wednesday morning she was going to personally reorder it. She also said she would call me on Wednesday to let me know it had been ordered. [redacted] never called and on Thursday 01/02/14 my husband,[redacted], called and talked to [redacted]. At that point [redacted] was told by [redacted], the VALVE BODY was indeed there but hadn't yet been installed. Friday 01/03/14 [redacted] was told it was not yet finished. [redacted] wanted everything to be perfect. Another week goes by and no car and forced to pay for a rental from [redacted] at $22.99 a day plus 8% tax. Monday 01/06/14, [redacted] talked to [redacted] and was told the car would be ready on Tuesday 01/07 and he could pick up the car anytime after 10AM. I also talked to [redacted] and was told the same thing. [redacted] went to Cottman on Tuesday and [redacted] told [redacted] the car is not ready. When [redacted] returned home I called and was told by [redacted] (who is a friend of [redacted], the owner) [redacted] got mixed up and he was sorry for the inconvenience. [redacted] called next and said he had my car mixed up with someone elses and was sorry. He said he had only been working there a few days. Wednesday 01/08/14 [redacted] said the car was done but they had to reprogram everything because it is all computerized. Thursday 01/09/14 [redacted] told [redacted] the car still needed to be test driven for 50 miles to make sure all was perfect. And today Friday 01/10/14 [redacted] called and was told by [redacted], [redacted] was test driving the car and he should call back in one hour (2PM). When [redacted] called back he talked to [redacted] and was told they do not even have the part yet.. They have been paid by my extended warranty $2855.00 and I paid them $957.92 on12/19/13. We were told many lies. If they weren't able to do the job, they should have just said so. PLEASE!!!!! I need your help. Thank You--[redacted]Desired Settlement: We would like the car REPAIRED and RETURNED--NOW--and partial reimbursement for [redacted] rental fee, and compensation for the inconvenience and all the LIES Two weeks should have been plenty of time to finish the job.

Business

Response:

JANUARY 16, 2014

Response to Review:

We repaired the vehicle and was picked up on 1/15/14 at 3.42 pm. We extended the warranty from 12 months 12,000 miles to 24 months 24,000 miles as compensation for any inconveince we may have caused by getting the parts that were needed due to weather delays and UPS being delayed. The extended warranty is a 400.00 value comes with a free one year service ( fluid and filter changed in transmission) valued at 169.95. We spoke to [redacted] on 1/16/14 at 11:35 am and asked how was the car running. He said so far so good.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: We feel a one year waranty with Cottman is sufficient. We were told so many lies by [redacted], [redacted], [redacted] and [redacted]. And obviously, [redacted] (the owner) allows his employees to mistreat/misinform customers. LIES, LIES, and more LIES. And the work they did has yet to be decided, be it good or not. We haven't driven it enough to determine how well the repairs were completed. We feel a prolonged relationship, due to a second year warranty, would only consist of many more LIES and much more ANXIETY for US.

Our cost for a rental car was $800. The insurance company will only reimbuse $100 ($20 a day for 5 days). Cottman had the car 35 days. In addition to the $100 from the insurance company, we will be willing to absorb another $200 (10 days) of the rental fee. That being said, we would like to be reimbursed by Cottman the amount of $5oo.

Regards,

Review: we have had our Ford Escape to there shop 6 times since Feb. 2013. we bought the car on the 26th. the dealer we bought it from said the transmission was covered by cottman. on the 28th of feb. it made its first trip to cottman. since then it has been there for a whole list of problems. as soon as they "fix" one thing, something else is then wrong. we have heard every excuse under the sun, from we need to get some paying jobs done first, to we are short on staff. this has gone on for far to long.Desired Settlement: to have the job done and done right ( as there web site states ) they have a vision statement on there website, and this location has broken every point on there statement. (some multiple times)

Business

Response:

{Please see attachment.}

Review: I took my car to Firestone for an issue and they told me that it was a transmission issue and suggested Benchmark. I figured I would take it to Cottman, because I felt I was more familiar with their name and that I would get an honest experience backed with a brand name. WAS I WRONG!!! I was encountered with Mark Testa who is the manager at this location...I told him the problem with my vehicle and he said leave it overnight and he would recreate the problem and be able to diagnose what is going on. I waited most of the day and he called me saying, well I really believe all it needs is a tune up and though I am not certain, I believe that if you get the tune up it will fix your problem. (TALKING OUT OF BOTH SIDES OF HIS MOUTH!!!) So I askes how much is the tune up, he says $493.91. I said well since you are a MECHANIC and you really strongly feel that the tune up will fix my problem go head and get er done!!! He fixes it, and I pick up my vehicle to find that same problem still occuring now also when stopping in traffic, the car stalls while in gear as well now. I take the car back the EXACT next day after payin $493.91 for the tune up and after having my car from 8 when they open to 4:30 when I received the call, Mark explains NOW that my car needs to have the transmission rebuilt and it would be a whopping $2300. I explained to Mark that had he found the REAL problem in the beginning I would not have paid $493.91 for a TUNE UP. I took my car to a TRANSMISSION SPECIALIST for him to diagnose an ENGINE PERFORMANCE PROBLEM for it only to acutally be a TRANSMISSION ISSUE. My car is not worth me paying $2300 for a transmission and he stated he would not refund me ANY of my money that was spent for his misdiagnosis. Waiting for the owner Gregory Dipliner to respond to my customer complaint. Will take this to every length to get rectified. THEY ARE UNTRUSTWORTHY!!!!Desired Settlement: I want my money refunded due to misdiagnosis, I would not have paid for a Tune up had my car been diagnosed correctly by the TRANSMISSION SPECIALIST that it was taken to. The car had transmission problems however a engine performance issue was diagnosed by the transmission shop.

Business

Response:

Ms. [redacted] come into me with a concern about her 2004 Jeep Liberty with 153,000 miles cutting off on her in the morning. As she has already explained she dropped it off so we could look at it the morning after it had sat all night. When we checked it in the morning we did a diagnostic scan of the vehicles computers and found engine codes for miss fires. (a miss fire is when a cylinder is not igniting properly either due to a fuel or spark issue), no transmission codes and did not duplicate the stalling condition. A miss fire causes hesitation, reduced engine power and cause stalling. I asked Ms. [redacted] if her vehicle a had ever had a tune up to which she answered no. I then informed her that at that point based off what we knew that I would recommend a tune up as a possible solution to her problem but I could not guarantee it would correct her issue. She agreed to the tune up and we completed the work. The vehicle was driven again and it performed much better but we still had no stalling. I asked her if we could keep the vehicle that night to verify that the tune up fixed the problem. She said she could not leave it because she needed the vehicle the next day. I asked her to call me in the morning to let me know either way how her car was doing. She called me the next day having the same problem and dropped it off to me again and the following were performed to diagnose the ongoing issue. Visual drive line inspection, throttle body cleaning, fuel pressure test, test drive with vehicle data computer recording, Idle air control valve inspection/ cleaning and code scanning. All of these were done at no charge to Ms. [redacted] and rendered no conclusive result. An addition drive in the vehicle resulted in the duplication of the customers concern and after duplication it was determined to be a transmission/ torque converter issue. Ms. [redacted] was informed as to the results and pricing for the repairs which she told me by phone that she wasn't inclined to do because of the value of her vehicle but she would call me back and let me know. I have talked to the owner about her complaint and he would like to offer a $250.00 discount toward the transmission repair. This discount is the equal to the labor the Ms. [redacted] had previously paid. If prior to any work being performed Ms. [redacted] was specifically told this will correct your problem we would have to stand behind our statement and guarantee that. Due to the fact that she was fully informed prior to any work being done that we could not guarantee this as a solution to her problem we have made the discount offer to her.

Consumer

Response: