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:03/07/2024

  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.

  On February 14, 2023, I had a catalytic converter installed by Cyclone Mufflers for a total cost of $1205.78. This purchase included a warranty covering three months. Within the warranty period, I experienced significant issues with my vehicle. It would frequently fail to start and would stop unexpectedly while driving, endangering both myself and other motorists. I promptly reported these issues to Cyclone Mufflers, expressing my concerns about the functionality of the catalytic converter. I provided evidence from two reputable auto shops, ************************************* and *************** and Brakes, confirming that the installed catalytic converter was old, used, and not the correct fit for my vehicle. Furthermore, both auto shops confirmed that a new catalytic converter should come with a lifetime warranty for the purchaser and ****** miles for the part. Despite the evidence presented, Cyclone Mufflers refused to honor the warranty and provide a refund for the labor and parts. Instead, they offered to replace the catalytic converter on October 3, 2023, for an additional fee of $200. Cyclone Mufflers admitted to installing a universal part in order to save money, despite the fact that a direct fit catalytic converter would have been the appropriate and necessary choice. On December 21, 2023, I informed Cyclone Mufflers that the engine light had once again indicated a problem with the catalytic converters. This diagnosis was confirmed by *************************************, *************** and Brakes, and AutoZone. Cyclone Mufflers acknowledged the issue but insisted on charging me for a direct fit replacement, which would cost significantly more.Throughout this process, Cyclone Mufflers failed to provide adequate communication and transparency regarding the defective part installed on my 2011 **** Edge. They refused to refund the original cost of $1205.78 and only offered a partial refund of $200 if I returned the defective catalytic converter. This issue resulted in a financial loss.

  Business Response

  Date: 03/08/2024

  Dear Better Business Bureau Representative,

  
  This letter shall serve as response to the formal complaint (ID of *********, against our company, Cyclone Mufflers & Brakes ****************.

  
  Thank you for taking the time to notify us of this customer's unsatisfactory experience with our service. We have every desire to address her needs and provide the best solution available to rectify this issue.

  
  On February 13, 2023, ******************** visited our establishment to replace 2 catalytic converters, 1 muffler, and 1 flex pipe, as indicated by receipt-invoice #****, totaling $1,165.00. Our extensive experience in the industry has taught us that universal catalytic converters are generally compatible with most vehicles, offering a cost-effective alternative to direct fit converters. Attached are the prices for a single direct fit catalytic converter from OReilly Auto Parts and both original catalytic converters from ********************* Dealer, illustrating the cost difference that influences our approach. Given ************************ vehicle had 2 catalytic converters, we aimed to accommodate her within a more affordable budget.

  
  Furthermore, ******************** did in fact contact us that she was having issues with her catalytic converter but it was after her warranty expired. If she had brought her vehicle to our facility during the 3-month warranty period, we would have taken care of the repairs at no cost. The 3- month warranty on parts and labor is issued to the customer and stated on her receipt at the time of sale, we do not withhold that information. Upon her return post-warranty (October 03, 2023), we waived the labor charges but required payment for the necessary part (invoice #****, $250 was charged for the part only).

  
  Around December 2023, ******************** contacted us to report ongoing issues with her vehicle. We advised her to return the car for inspection, but she informed us that she had chosen to have it repaired at the dealership with a new original catalytic converter and would not be returning to our facility. Opting to have her vehicle repaired elsewhere not only voids the warranty (if any) but prevents us from properly diagnosing and resolving the issue. Additionally, the invoice she provided is not from a dealership which leads us to believe that she did not install an original catalytic converter in her vehicle given the price she paid at another mechanic shop. In an effort to offer a resolution and maintain ******************** as our customer, we offered her a $200 refund for the part which she accepted (invoice #****, picked up on March 04, 2024).

  
  Sincerely,
  Cyclone Mufflers & Brakes Auto Repair
  
  

  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21393756
  

  I am writing in response to your recent correspondence regarding the issues with the repairs conducted on my vehicle at Cyclone Mufflers.
  
  Firstly, I'd like to address the assertion that my decision to seek repairs elsewhere. As a consumer, I have the right to choose where to receive services, as outlined by the ************************************ (CFPB). This includes the choice of repair facility based on factors such as cost, quality, and trust. Cyclone Mufflers failed to disclose clear information regarding the parts used in the repair of my vehicle, particularly the catalytic converter, which is a crucial component.
  
  It's concerning to learn that a universal catalytic converter was installed instead of the direct fit converter that is more suitable for my vehicle, a 2011 **** Edge. Such oversight raises questions about the quality and integrity of the repairs conducted at Cyclone Mufflers.
  
  Furthermore, the failure to properly diagnose and address the ongoing issue with my vehicle despite multiple visits is disappointing. The lack of transparency regarding the faulty parts used on my car undermines the trust and confidence I initially had in Cyclone Mufflers establishment.
  
  In light of these issues, I sought repairs elsewhere to ensure the proper installation of a direct catalytic converter and to address the ongoing issues with my vehicle. While I understand that this decision was necessary to prioritize the safety and performance of my vehicle.
  
  I appreciate the gesture of offering a partial refund.However, it does not fully address the inconvenience and frustration caused by the substandard repairs conducted at Cyclone Mufflers nor did I receive a full refund.
  
  Moving forward, I urge Cyclone Mufflers to uphold transparency and integrity in its dealings with customers and to prioritize the quality of service provided. Clear communication and adherence to industry standards are essential in building and maintaining trust with customers. Again I am seeking a full refund.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/16/2024

  Complaint ID: ********

  
  As per our company policy, once repairs are completed and the vehicle has been returned to the customer, refunds are not provided. This policy is outlined both in our facility through a prominently displayed notice and on the receipt provided to the customer at the time of payment. 

  
  The length of the warranty is explicitly indicated on the customer's receipt, and we fully honor that commitment if the customer brings the vehicle back to us within the specified timeframe. ******************** had her vehicle repaired in February 2023 but did not return until October 2023. If the vehicle was not operating correctly at any point, she should have returned to us immediately.