I worked with CTS August 2017 to get a clutch repaired. They installed a full clutch kit with warranty and confirmed the vehicle is all good: $570 labor (discounted price) + cost of parts = $900.
Then early January 2018, I had my mechanic check the vehicle since I noticed noises while driving. They took it over to CTS for a review. CTS said the transmission needs to be replaced. When I spoke to the owner of CTS, he said their two vendors couldn't find any nearby used transmissions, only a rebuilt transmission for $1600 + $570 labor. I opted to find a used transmission. CTS agreed to put it in and said I would need to pay for labor once I dropped it off.
On January 15th, I had the transmission ordered. It was 30% less than the rebuilt transmission price. It arrived at CTS January 18th, yet CTS did not call to notify me of this delivery. When I called CTS on January 22nd (Monday) to ask if it had arrived, the attendant confirmed it was there and said they could start work on it February 5th (Monday, two weeks later). I called back February 5th to push the drop off date to February 7th (Wednesday) and the attendant said that was fine. On February 7th, Cincinnati had an overnight ice storm so I had to thaw off the vehicle before bringing it over around 11am.
When I arrived and paid, I asked how soon the vehicle will be done. The attendant confirmed by February 12th (Monday) and that they'll call me. Monday comes, yet I didn't see any calls from CTS so I called after 12pm and they said they'll need until Thursday. I call back on February 15th (Thursday) around the same time and the attendant says again they need two more days to work on it. I asked if I could speak with the owner. They had to put me on hold to call the owner, then came back and said one of their mechanics was out sick so CTS had been busier than usual and to give them until February 19th (Monday) to finish. I said that I really needed this done by then because I needed it for a February 22nd trip I had planned four months prior.
I called on February 19th (Monday), and the attendant said they would call me back with an update in the afternoon. I received no call back. I called again on February 20th around 11am and they confirmed that they would need another 2-3 days to get the work done. I asked to speak with the owner and better understand what is going on. At first, the front desk attendant said that the owner would call me back. I said that the place hasn't owned up to calling me back before so he put me on hold, then suddenly the owner was on. He said the sick mechanic was still out and their backlog was long so that's why they haven't been able to finish the work. The owner then said that I could take the vehicle to another transmission service and CTS will refund my payment. I asked the owner what work had been done so far and he said "nothing".
So after making some calls, I decided on another shop, went to CTS for a refund, they loaded the transmission into the vehicle and I left. This situation affected my trip plans, yet I saved $250 on labor by switching shops.
During the repair, the other shop had to cut out the slave cylinder since they said the line melted, it was the first time they’ve seen that happen (and the transmission on another vehicle at their shop had the same issue), and they replaced it. I found this out after I called for an update. Since I knew this was warrantied with CTS, I notified the shop owner and he agreed to store the new one if CTS preferred to replace the old part and install it, then re-box theirs.
So with vehicle in-hand, I visited CTS for a solution and on a day the owner was there. He spoke with condescension, laced in you-should-have’s, tried to blame me for ‘communication failures’, blamed the other shop’s ‘failure to remove the part’, and shared warranty requirements on “types of part failures” that weren’t even documented on their original invoice so the guarantee was a muck.
I am grateful for this experience. I recommend everyone take CTS' words with a grain of salt and shop around first.