I’m dealing with Cottman transmission, which I hear now is a bad idea, generally. My problem is this. I paid them about $1200 last year to fix a transmission, and since that time, we’ve had to take it back to be repaired four times. It’s broken again, and the warranty is almost up. I’ve e-mailed the Cottman site, but no response, despite their promise to in 24 hours.
My beef is this. Not only has it broken every time in less than 50 miles, but after it breaks, it is my time and expense that goes into taking it back to the shop, over 40 miles away. I’m really afraid that they will continue to kind of fix it, and the warranty will expire, and I will be stuck with a car that I can’t use and can’t repair.
There is a news guy locally that does pieces on this type of thing, but all I keep getting from the mechanics is that they’re following the warranty guidelines, so I don’t know that they’re technically doing anything wrong, except for upsetting me.
I thought that all the BBB would do was alter their rating, or note your complaint about the business?
Take the car to a competent, reputable repair shop. If it’s a transmission shop that’s a member of ATRA (Automatic Transmission Rebuilders Association), that’s a good sign. Submit the bill to Cottman, and if they don’t send you compensation, sue them for it.
It’s not a sure bet by any means that you’ll get anything from Cottman. Repair shops want to fix their own mistakes, not pay someone else to do so. However, since this shop seems unable to fix it, it’s reasonable for you to turn elsewhere. Even if you don’t get reimbursement, you’ll at least have a properly repaired transmission.
I’m afraid that’s an area in which I don’t have a lot of detail knowledge. Sorry I can’t help with that one. Thanks for the vote of confidence, though!
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I seriously doubt it. Warranties don’t guarantee that something will last for a specified length of time. They guarantee that the customer won’t have to pay again for the same thing for a specified length of time. If there’s a failure close to the end of the warranty period, the repair/replacement might be guaranteed for some period of time (at the seller’s discretion) regardless of the end of the original warranty period, but the full-length warranty doesn’t start over from the time of the repair. It’s starting point remains the time of the initial payment.
However, if the problem was first documented during the warranty period, the seller’s responsibility to rectify it doesn’t end when the warranty period is up. If Miss_Piggy can successfully argue that the original repair did not last for the warranty period, and that it has still not been rectified, then the original warranty should still apply. The issues in this case seem to be A) getting the shop to admit responsibility, and B) their apparent inability to resolve the problem after multiple attempts. A case in point that a warranty is usually only as good as the party that issues it.
Check to see if your city or county has a ‘Consumer Protection Acency’. Mine does and they do a great job. I recommend their services frequently. BBB sometimes works, but it is volentary. I have heard alot of bad things about cottman, so I think it is company wide and that they will not respond to BBB.
BTW, my county’s ‘Consumer Protection Acency’ completely changed their name several years ago, so keep that in mind when looking.
Things like this really burn me up. Please get it fixed at a reliable shop and do not stop complaining until u get them to give back your money AND tell everyone u know. Businesses need recommendations from happy Customers to get business, and the oppisite applies. I NEVER give a business return business if they do me or someone I know wrong.
Consumer protection laws vary from state to state, so YYMV.
Does your state have a state department that regulates and licenses auto repair shops? If the answer is yes, then this would be an excellent place to start.
An action in small claims court is possible.
In either case copies of all of the repair orders, dates and the amount of time the car was out of service will be needed. A proper diagnosis from a reputable shop would also be a good thing to have in hand.
Consumer protection laws vary from state to state, so YYMV.
Does your state have a state department that regulates and licenses auto repair shops? If the answer is yes, then this would be an excellent place to start.
An action in small claims court is possible.
In either case copies of all of the repair orders, dates and the amount of time the car was out of service will be needed. A proper diagnosis from a reputable shop would also be a good thing to have in hand.
I appreciate all of your advice, and I plan to look into all of it. This shop is not a member of the BBB, so it doesn’t seem that the BBB can help, but I’ll definitely look into the consumer group.
I’ve read the warranty carefully, it doesn’t seem to start over every time the car is repaired. It is a 12 month or 12000 mile warranty, and we sure as hell haven’t driven it that far (since it keeps breaking).
The whole thing is really frustrating, there isn’t even a customer service number for the national Cottman organization, and they have never responded to my e-mail. I just want them to fix my car, but failing that, I want my money back. Or to be honest, I’d just rather have my money back and not to deal with them anymore.
It says on the warranty that the shop reserves the right to refuse to work on my car and give me a complete refund. Do you think there is any way I can take advantage of that clause?
That’s 12 months OR 12,000 miles, WHICHEVER COMES FIRST. When the 12 months are over (which is already or very soon, since the job was done last year), the mileage is irrelevant. However, the fact that the problem was first documented during the warranty period is the key thing. Presumably, your current problem is related to a problem that surfaced while the warranty was in effect, which makes it their responsibility. Said responsibility does not magically go away when the warranty runs. Responsibility for any new and different problems does cease.
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No. It’s a right reserved by the shop, not by the customer. The shop can take advantage of it if they so choose.
I’d be inclined to have a brief, frank discussion with the owner or manager of the shop. Have a firm, civil, no-nonsense attitude. Succinctly express your HUGE frustration with the repeated breakdowns and the attendant incovenience. Make it clear you want it REALLY FIXED, and if they aren’t able to do that, you want a refund. Lay out that if you get the car back and the problem recurs, you are BOTH going to be very, very, unhappy. Don’t make any direct threats, don’t mention lawyers. Something like “I’d hate to have to call the Attorney General” might be helpful, IF your state’s Attorney General is aggressive and effective – otherwise don’t mention it.
Good luck, and I hope it gets resolved properly and pleasantly.
If you get the car back and the problem recurs, I wouldn’t think of setting foot (or car) in that shop again.
Call a lawyer; it sounds like you will need to sue in small claims court. You could do so without a lawyer, but it would help to have someone familiar with your area’s form of consumer protection law in your corner.
ok, I posted something here and straight dope said I was not logged in. Well I never log in. So at the bottom of the page telling me that I was not logged in, I logged in, then the next page said NO thread. Seams that straight dope threw away my post. Now I m very unhappy !!!
Do I dare try again? U will hear me cus, if this does not post.
IANAL, but a short call should be free and a consultation may be money well spent.
Depending on Ok. law, the lawyer may or may not be able to go with you to court, but they will know the law, and know how much you are allowed to collect in damages. If you ask for a refund when you’re allowed to sue for triple damages plus court costs, the judge may suggest the higher award, but I wouldn’t rely on their doing so. I also wouldn’t rely on the judge to help shape your case; a lawyer will help.
I would not trust this shop with my car again. What if u scare them enough that they fix it and it lasts for 6 or even 12 months, then KPUT, broken agian.
I might try as Gary T suggests with the owner (not shop manager), but only to get back my money.
If u tell me what state and county, I will find their (if they have one) “Consumer protection” department for u.
Also, please register this with the FTC (Federal Trade Commision). They do not step in to mediate or resolve individual Consumer problems, but they do look for treands. They do take action against companies that have repeated or numerious complaints. U owe this to your fellow consumers.
Sometimes I get so sick and tired of dealing with an unrersponsive company. Then just one letter to my Consumer Protection office and I get a check in the mail. Then u have the benefit if knowing who to call the next time, because their will be a next time. Also, when u hear a co-worker, neighbor, cashier at the supermarket, or whoever complaining, u can give them some advice that might help. This has three effects. Feel good about helping someone. Make that company fix their wrong. Start or add to a file on that company that one day might lead to gov’t legal action.