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.
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