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Cottman Transmission Center Ripoff poor quality service lack of communication, discourteous, EXCUSES! Metuchen New Jersey
On 22 February I presented my car, a 1995 Saturn SW2, for analysis of a transmission malfunction. The original complaint was intermittent failure to shift and downshift when cold. I received a call from Mike who informed me that he experienced hard shifting and received several error codes from the on-board computer. I was told that it would cost $276 to perform further analysis. I approved the analysis with the understanding that I would be contacted regarding my options.
I did not hear from Mike as indicated, and was unable to contact anyone over the weekend. When I initiated contact at the beginning of the next week, I was informed by Georgette that my repairs had begun and the cost would be approximately $1600. Note that since I was never contacted with any options, I am of the opinion that this work was begun without authorization. When I went to retrieve the vehicle the cost was closer to $1700, which I protested but paid in good faith.
The car was worse than it was when originally presented. Additional problems included:
The car did not shift automatically. It had to be manually shifted whenever it was taken out of neutral. Only after it had been manually shifted through a complete gear cycle did it shift automatically.
The car hunted between gears at speeds of 30-35 miles per hour.
The car would not downshift when climbing hills.
There was displayed an intermittent temperature/battery light.
The Service Engine light was displayed.
The steering wheel was not centered and level as it was when presented for repair. (Note that a complete wheel alignment had just been done in January.)
Mike told me to get a rental car from a neighboring agency at Cottman's expense and that I would not get my car back until it was right. This gave me the impression that the warranty on the repairs was going to be honored.
I heard nothing from Cottman for several days, and had to exchange rental cars for various reasons. Note that I am paying for insurance waivers as is my custom when dealing with rental cars, so the free rental car is costing me approximately $12 per day.
On Saturday, 11 March I received a call from an unidentified male at Cottman who told me they were waiting for a part but my car should be ready Monday, 13 March. I was told that Georgette wanted me to take the rental back and that she was going to lend me her car. When I protested, I was transferred to Georgette. I informed her that I was unwilling to take the risk of driving her personal vehicle, that I expected her to continue providing the rental as promised, and that I expected my car on Monday.
On Monday, hearing nothing from Cottman, I called and was informed by Georgette that my car was going on the scanner as we speak. I then spoke to Jeff who told me the car was in road test right now. I was advised that they would call me back shortly.
Tuesday came and went without a call. I was informed by a third party passing by the shop that my car was seen with the hood up in the Cottman parking lot at about 5:15 PM. Still I received no word from Cottman.
On Wednesday, 14 March, I called the Metuchen location and was informed by Eddie that Mike had been working on the car all day Tuesday but that there was a problem with the computer module and they were again waiting for a part. The new promised day was Thursday, 16 March.
I sent e-mail to Cottman's home office and was contacted by Paul, a Customer Service Representative, on 15 March at approximately 3 PM. I related my concerns and he promised to investigate. To date I have not heard back from him.
On Monday, 20 March, at approximately 9:15 AM I went to the shop to find out what was happening. Louis appeared to be running my car on a dynamometer. Note that my vehicle was positioned UNDER another vehicle with my windshield-mounted two-way radio antenna jammed into the bumper of the car on the lift above. My car was backed out of the bay and left open, running, and unattended in the parking lot. I started talking to Eddie who admitted that we just put another computer in that car and we can't figure out what's wrong.
While I was there, another customer entered the facility. I openly recommended that he take his business elsewhere. "Eddie" told me to stop bothering his customers and leave the shop or he would "call the cops."
It is clear to me that this Cottman location does not have ability to properly complete this repair. The lack of communication and discourteous treatment by the staff is inexcusable.
Stan
Edison, New Jersey
U.S.A.
Click here to read other Rip Off Reports on Cottman Transmission
3 Updates & Rebuttals
Michael
Metuchen,New Jersey,
U.S.A.
Manager
#4UPDATE Employee
Thu, October 05, 2006
Before I reply to any of the allegations made by this customer, I want to Thank You!-for considering our center for your vehicles repair, despite what this individual claims.
We are a small business independently operated and owned. For over 25 years we have been in the same location and this is our second generation of operation. To that end, we have satisfied thousands of customers over the years and this is the first complaint of its kind. In the service of our much appreciated customers we rebuild over 500 transmissions a year.
These allegations and this website came as a surprise to me. As soon as I found out about these allegations, I decided to reply.
PLEASE KEEP IN MIND THESE FACTS:
As admitted by the customer when reading this document carefully and without prejudice.
*At no point did we refuse any work.
*Each and every complaint was addressed.
*Customer received a rental while car was being repaired to his satisfaction.
*Everything was authorized and signed for.
*As customers updates will show, his objectives are not inform public of repair but for whatever reason are to slander, discredit, and harm our well standing establishment.
*As the reader will conclude; many of these complaints are frivolous and are of a personal nature having nothing to do with real events.
_____________________
1) Customer called me (mike) and told me the Saturn dealer wanted $3,500 to repair the car. I told him worse case scenario would be $2000. (Repair was $1600 + tax)
2) Customer approved $276 for removal and disassembly of the transmission.
3) Customer was called and was told the repair would be $1600 + tax. Maybe he was upset that Georgette talked to him instead of me (Mike).
3a) In no way (never) are repairs began without customer approval. We get S.S#'s, D.L.#'s, and D.O.B.'s or signature for approval.
4) The car was checked and road tested. The customer insisted that he get his car. He became irate and impolite. As a consequence he took his car and we told him to come back for a ten day check.
5) When the customer brought the car back, we could not replicate any of his symptoms. The only thing that the customer states correctly is that the steering wheel was not centered. This is why we have a ten day check, so that matters like this can be resolved.
6) Fortunately the customer admits that we gave him a rental for any inconvenience, even though we could not replicate the problem.
7) I drove the car for 3 days and felt none of the customer's complaints. Considering the fact that many transmission problems can be intermittent, I decided to continue my diagnosis. Furthermore, I was afraid to call this customer and tell him I could not find anything considering his behavior up to this point.
8) I worked my fingers to the bone trying to find something wrong with the car. I do admit taking my time because I put him in a rental. I did not want to be rushed so that no further problems would arise from drivability concerns.
9) Concerning the rental-we did not know he was paying the insurance waiver. In any case Georgette offered him the SHOP loner car not her personal car. Yet, he refused the gesture even though he could have saved the $12 insurance fee.
(As the reader may begin to conclude; many of these complaints are frivolous and are of a personal nature having nothing to do with real events.
8) Customer complains that car was left unattended. Cars are never left unattended; we have five employees who keep constant watch of all our customers' vehicles. In 25 years of business their has never been an incident involving a car being ran outside with any trouble. KEEP in mind it is March and VERY COLD, so we cannot keep cars running inside the shop, unless we aim to harm our health and more importantly the customer's health.
9) In 25 years of business we have never had a customer openly offend, criticize and intentionally try to dissuade a present/potential customer from doing business with us.
10) Everything stated above proves that we made any and all attempts to satisfy this customer; from rental car, to maintaining our estimated price range for repair, to working diligently and professionally to satisfy any and all complaints, we did our best!!
Stan
Edison,New Jersey,
U.S.A.
Cottman Transmission, Metuchen NJ - The Saga Continues
#4Author of original report
Wed, June 21, 2006
After several vists to the shop to obtain a report on what was done to my vehicle and receiving NO RESPONSE whatsoever, I let the matter rest for a bit.
The vehicle was taken to Saturn on 21 June for its 200k service and I specifically asked the service department to make a note of any conditions related to the ongoing problems which I contend are related to this repair, to wit, erratic shifting in the 30-40 MPH range, coolant/temperature lights, and coolant leaks.
The Saturn dealer has recommended repair/replacement of the coolant sensor and harness, the radiator, the water pump, and the transmission cooling tubes. Hoses and mounting hardware will also need to be replaced. According to qualified service personnel MOST OF THESE ITEMS WOULD HAVE HAD TO BE MOVED OR REMOVED BY COTTMAN TO EFFECT THE TRANSMISSION REPAIR!
I am of the opinion that these items need to be replaced as a direct result of improper handling by the Cottman technicians. All told, these items will cost me more to fix than the $1000 that I supposedly saved by taking my car to Cottman instead of Saturn for the transmission work.
I recommend more strongly than ever AGAINST taking any vehicle to Cottman Transmission Centers.
Stan
Edison,New Jersey,
U.S.A.
Cottman Transmission, Metuchen NJ - Update
#4Author of original report
Thu, March 23, 2006
On 21 March, an ultimatum was delivered to the Cottman Transmission Center in Metuchen NJ:
Repairs were to be completed by close of business on Wednesday, 22 March, and the vehicle returned to me or - if they were unable to find the problem - the vehicle was to be sent to my Saturn dealer for repair/replacement of the transmission at Cottman's expense. These requests are consistent with Cottman corporate policy and their published Code of Ethics.
I received a call at around 5 PM on Wednesday - one month to the day that the car was originally presented for repair - that my car was ready. When I arrived, my vehicle was again open, running, and unattended in the parking lot.
I took the car for a test drive. Note there was an overwhelming smell in the car which turned out to be from the floor mats which apparently had been cleaned and "freshened" in the extreme. There were no warning lights and the steering wheel was positioned within acceptable limits when the wheels were straightened. Initial assessment of the transmission operation during this test drive was that the car did shift more smoothly. It did appear to have sufficient passing power on the highway. The car idles at 900+ RPM; it should be
I asked for but DID NOT RECEIVE any paperwork related to the repair. I requested that I be given my warranty papers and a detailed report of the work including who did what when and a list of all parts replaced not later than the final checkup. This request was acknowledged verbally by "Georgette."
"Georgette" asked me to do her "a favor" and reconsider my recommendation against the establishment. An unidentified technician who was present commented that "this car made everybody carzy."
I was asked to remove my report from this site. I replied that it could not be removed but that she would be able to post her rebuttal to my comments.