My son encountered a transmission problem in late April. Because of Cotmann's good name, he took the vehicle there to help solve his problem. We eventually learned that the transmission needed replacement. After borrowing the money to make the repairs, he authorized Cottman to rebuild the transmission.
From the inception, the repair had problems.initially, the vehicle leaked and we were requested to bring the vehicle back. The vehicle eventually again leaked. Following another visit to Cottman, the leak finally subsided.
In the fall the leaking started again. Following a couple more trips back to Cottman, we were informed that the transmission would need major work. The manager at the 69th and L Street location in Omaha, Nebraska knows almost nothing about the art of customer service. He is certainly one of the most rude and insensitive individuals I have encountered in a business where customer service is necessary.in addition to his poor manners, I found that he lied to his management. He told them that we had not made an appointment to get the vehicle serviced.in fact, we had made an appointment and waited two weeks to get the car in. Once Cottman had the car, we waited almost 10 days before they looked at it.By the time the repair was completed, it was nearly one month before we got the vehicle back. Finally, everything seemed fine. However, the individual actually doing the work told my son that he needed to "get rid" of the vehicle. This made us question the quality of craftsmanship and whether new or used parts were being used.
In early April my son was driving on Interstate 80 traveling east. When approaching his exit, the vehicle began making terrible noises.in looking in his rear-view mirror, substantial smoke was visible. He pulled to the side of the road and noted a stream of transmission fluid and the transmission would not even engage into park. Cottman was again contacted and towed the vehicle.
After three business days, Cottman informed us that they would not repair the vehicle. Following several discussions with a general manager, they agreed that they would make the repairs (only if we intended to get rid of the vehicle). We told them to make the repairs and called 3 days later to see if the vehicle was ready to be picked up. We were again informed that the now the owner had said that we were abusing the vehicle (must be doing donuts in reverse!), and that there was only one-in-a-million chance that this could have happened by itself. We were also informed that the vehicle has 13,300 miles since this first occurred (more that the 12,000 mile warranty allows).
This vehicle has had constant problems since first being repaired by Cottman. Although it does have over the 12,000 mile warranty, it has never performed without needing repair for more than a couple of thousand miles. My son borrowed money to finance this car. Since the market of used vehicles has changed, he owes what the car is worth. Not bad on a good day. Unfortunately, when the transmission failed, he borrowed the money to repair it. My son works a full-time job and is a full-time student in the evenings. We are not exactly sure when he has time to be doing these cookies in reverse. How likely do you think he is to be abusing his vehicle when is so far upside-down (not very!)?
In addition to the original repair, my son was without his vehicle for greater than 7 weeks this past year for Cottman to make repairs. This is unconscionable. I have rarely had such an unpleasant experience with a company that I paid so much money.
At this point, we just want what we paid for.
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