We rebuilt the transmission on Mike’s plumbing work van, a 2002 Ford E-250 Econoline, on 7/13/18. A month later he called saying he’d been at another shop getting some other work done to the van and the other shop discovered some bolts missing or loose on the bell housing and he mentioned he had a vibration. We immediately offered him to come in and let us check it out and see what the problem was. Mike went on for about 15 minutes over the phone repeating the problem and we again several times asked him to bring by the van so we could check it out and see what the problem was. He never came by. Mike then called our Cottman shop in Independence and the manager offered several times in another 15 minute phone call to fix the van but he never brought by so we could take care of it. Mike then called our corporate complaint office and we had a 3 way conference call with our customer service specialist. The call lasted about 10-15 minutes with me offering again to look at the van/resolve the problem and Mike kept ranting to our specialist about the bolts and finally the specialist said if you’re just going to keep on ranting without resolution “I am trying to help you” the shop will fix your problem this call is over. Finally about 3 weeks later Mike stopped by our shop in Gladstone where the repair was originally done and walked in without introducing himself and started ranting about what we did or didn’t do while I was with another customer. I politely told him I’d be with him as soon as I was finished with the other customer and he kept going on. I more firmly asked him to wait for a moment and he continued. I then asked him to sit down for a moment and I’d be with him in a minute. He went outside and I assumed he left. I finished with my customer and never saw Mike come back in so I assumed he left, I didn’t know we sat in the van for about 15 minutes as I can’t see that part of the parking lot from my counter. We never heard from him again until this negative review. I’m sorry he had this experience. We pride ourselves on our workmanship and apparently something fell through the cracks, I apologize Mike had this problem. We certainly would of fixed his problem if he would of come in. Regards, Douglas Scott

The customer came in with a leaking axle and was upset because they had already been to another shop for the same thing. The other shop put in a new axle citing a worn bearing surface (which might/might not of been true) but didn't put in the whole repair kit so it was still leaking. We offered to put in a axle saver seal kit for $250 which was approved. We were able to reuse the same axle as it was still almost new, the repair went as planned, the leakage was stopped and we delivered the car to the customer. About 5 days later apparently the axle came out of it's housing and instead of the customer calling us and let us rectify the problem under warranty for FREE, they elected have their car towed to a Ford dealership. We had no knowledge of the issue until the customer called us from the Ford dealership and wanted for us to pay for the repair. I talked to the mechanic and service writer and was just interested in getting to know what happened, why it happened, and how it could of been prevented. I NEVER yelled, screamed, or cussed at anyone during this or any other conversation during this time. When the customers arrived at the shop we decided it was only fair to refund the $250 we had charged them but not the money they had paid to the Ford dealership as the elected to take their vehicle there for repairs, when again we would of fixed the axle for free and paid for the tow charge also. My wife was certainly not rude, she was firm and polite but certainly not rude. When the customers left they seemed to understand and I certainly regret this unfortunate turn of events. We pride ourselves on our knowledge, workmanship, fair prices and have been in business since 1985 with thousands of satisfied customers. We do not scam people and do our utmost to repair peoples vehicles and get them back on the road. What the customer really should be upset about is the 1st shop didn't fix the problem to start with, if I'd been the customer I'd went to them first before hopping shops, or perhaps the Ford dealership for charging them 35% more than a independent shop would of. Again we regret this unfortunate problem and apologize to the customer for this happening. Regards, Cottman of Gladstone

Dear Mr. Wheatley, we are sorry you experienced disappointment with us, and for the various miscommunications that occurred over the course of our interactions with you. That being said, we appreciated the extra time you gave us to sort this out to your satisfaction, following the posting of your review. After all, we will always do whatever we can to make our customers happy. Please reach out to us here at the shop if you have any other questions or concerns. Respectfully, Doug

It's always a great feeling of relief when a repair costs less than you expected, John; thank you for offering us a chance to save you some money, while offering great repairs for your Tacoma! Gratefully, Cottman of Gladstone

We always do what we can to help our customers, even if that means recommending another shop that can better suit their needs. Thank you for offering us your trust after we did this very thing for you, and thanks for coming online to tell the world of your experience with us. Gratefully, Cottman of Gladstone

We agree, Rick! You definitely can't go wrong with our team, here at Cottman. It makes so proud knowing you trust us, and we were very grateful for the opportunity to assist you with your water pump. Thanks for the "10 stars"! Gratefully, Cottman of Gladstone

Our team was happy to help you find the source of your transmission problem and get you back on the road, Bill! It means a lot knowing this has earned us your future business, and we want to thank you for your time and patronage. Gratefully, Cottman of Gladstone

Your review means the world to us, Adarsh! Equally meaningful is the knowledge that you will be choosing us for all of your future vehicle needs. Thank you! Gratefully, Cottman of Gladstone

Whether this was your first visit, or your 100th visit, we value your business. It makes us proud knowing this was apparent when you came in, and we want to thank you for your review. See you next time. Gratefully, Cottman of Gladstone