Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my car go in for a shift solenoid needing replaced and was tricked into getting a used transmission cuz they had told me that the whole transmission was bad, broke the lug nuts off my front passenger tire without my permission, paid for an alignment that wasn't needed, broke my spare key and didn't bother to tell me that they had it being replaced til I got a ride and made the hour trip for them to tell me that the spare key that they had broke was being replaced by them. I have never been so deceived by a business like they have done to me

  Business Response

  Date: 09/04/2024

  Dear,
  
  I am writing in response to the complaint filed by *** ***** **** regarding the services provided for his 2014 Hyundai Sonata. We have outlined the key points below to address the concerns raised:
  
  1. Vehicle towing and initial diagnosis
  The vehicle in question was received at our facility via towing on July 15, 2024. Upon conducting a thorough inspection, we determined that the transmission was faulty and required replacement with either a used or remanufactured transmission. *** **** was informed of this diagnosis, and he consented to proceed with the repair work, as evidenced by the text message exchanges (screenshots provided).
  
  2. Spare Key Incident
  During the course of our work, the spare key was accidentally damaged. We immediately addressed this issue by providing a new key to *** **** at no additional cost, and we duly informed him of this resolution.
  
  3. Alignment Issue 
  After completing the transmission repair, it was observed that the vehicle was not driveable due to an alignment issue that predated its arrival at our shop. (Initially the vehicle was towed to our facility). For safety reasons and to conduct a proper test drive, our technician recommended that an alignment service be necessary. This recommendation was communicated to *** **** and job was performed on his approval. We have included screenshots of this communication.
  
  4. Completion of repairs and customer notification
  The repair work was completed on July 26, 2024, and the vehicle was ready for pickup. Despite multiple attempts to contact *** ****, we received no response. We also informed him of our policy regarding a nominal storage fee of $15 per day, which would apply after a three-day grace period. Additionally, when *** **** expressed financial difficulties, we suggested several financing options. Unfortunately, due to his low credit score, he was unable to secure the necessary funds.
  
  We believe that we have acted in good faith and in accordance with our policies throughout this process. We look forward to resolving this matter amicably.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Cottman Transmission 
  ********

  Business Response

  Date: 09/05/2024

  Dear,
  I would like to address the concerns you raised regarding the alignment, key replacement, and the lug nuts on your vehicle.
  First, regarding the alignment, our technicians determined that it was essential to perform the alignment due to the poor condition of the vehicle. For the safety of our technicians and to ensure the vehicle was roadworthy, we were forced to complete the alignment before proceeding with further assessments. We took this step in good faith, prioritizing both safety and the proper function of your vehicle.
  As for the lug nuts, we waited for a full day for your response regarding the key to the lock nuts, but unfortunately, we did not receive any communication. Due to the number of vehicles in our service queue, we couldn’t keep your car on the lift for an extended period. As a result, we proceeded to cut off the lug nuts to complete the job. However, we will deduct the charges for both the lug nuts and the alignment from final bill.
  Regarding the key replacement, we waited two to three days for you to provide the spare key, but when we did not receive it, we had to make a new one to finish the work on your vehicle. Please note that we did not charge you for this key replacement.
  Lastly, we had informed you on July 30th that we would be applying a nominal storage fee from that day, as we cannot hold completed vehicles for extended periods. We acted in good faith and communicated these details to you to ensure transparency and a smooth service experience.
  We hope this clarifies any concerns, and we appreciate your understanding.
  Sincerely,
  Cottman Transmission 
  ********

  Customer Answer

  Date: 09/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cottman Transmission of Shawnee rebuilt the transmission on my vehicle in January 2023. The attached receipt evidences this service, for which I paid over $5,000. The receipt also states that "The Cottman transmission repair service comes with a 12 month/unlimited mileage warranty and is honored by any licensed Cottman tranmission center." I was not provided any other written or verbal warranty terms at the time of payment, nor has the full warranty statement been provided to me since that time.
  
  The vehicle stopped starting in mid-August 2023. Not suspecting a transmission related defect, I had the vehicle towed to ********** ******, an independent mechanic in my area that specializes in German vehicles. After careful diagnostic, ************ technician determined that the no-start condition was attributable to a faulty Transmission Control Module (a.k.a. "conductor plate"), which is located within the transmission. I authorized a replacement of this part, which enabled the vehicle to start. Nevertheless, the vehicle is now stuck in "limp mode." ************* technician recommended service by Cottman Transmission after concluding that the problem is likely a faulty solenoid in the transmission.
  
  Realizing this issue is likely within the scope of my 12-month warranty, I called Cottman of Shawnee on September 19 to request warranty service. The owner/manager ***** initially offered to tow the vehicle to his shop the next day, but then called me that evening to tell me that the warranty was void because ********** serviced one component of the transmission.
  
  After researching the issue, I sent Cottman an email (attached) on September 20 expressing my belief that his stated position on warranty coverage was unlawful under federal law. Since then, I have been in touch with a receptionist who has informed me that my issue was communicated to the shop's management/owners but that Bobby has been out of the country. I was told that he was returning today, September 29.

  Business Response

  Date: 11/01/2023

   

  The customer ** ***** * owner of the Mercedes Benz car have been towed to our shop at our expense from ********** ******, The Tech. have done a diagnostic checkout and with the ATRA tech's help it was determined that the Issue is with the Control Module & voltage issue(Electrical problem), which is external to the Transmission. When we worked on the above mentioned vehicle, we did NOT work on or replace the Control Module. We have informed the customer about the same. We offered the customer to repair. ** ***** was looking to get the part so we can work on his vehicle to fix the issue. Customer decided to Tow his vehicle back to ********** ****** on 27th Oct at his own expense.

   

  .

  Customer Answer

  Date: 11/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. As the business stated, I decided to take my vehicle elsewhere for further diagnosis and repair. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer purchased a used valve body from eBay and told me it was new
  Charged me $2500
  Found out that they are being investigated by the US Postal Inspector for mail fraud
  What a scam- now they are caught