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Complaint Details
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Initial Complaint
05/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Please see attached file for details. Smith muffler >1303.80 paid to smith muffler on 3/30/22 for a "direct fit catalytic converter and two O2 sensors" invoice *******1. wrong part was replaced. >3/31/22 after diagnosing the issue and asking for refund, smith replaced the converter that was originally supposed to be replaced without my permission. >***** Automotive diagnosed smith mufflers work. we discovered that smith installed a different, cheaper part then what I was charged for on both catalytic converters. the cheaper parts in question "could not be installed on this vehicle" according to ***** at smith muffler. >quoted at +/- $2400 at ***** Automotive to repair damages by smith muffler. >offered $1300 check by owner of smith muffler. check was canceled 4 days after receiving it.Business response
05/25/2022
Please see the detailed notes in the attached invoices. Smith Muffler made every attempt to please *** ***** We even conceded and agreed to reimburse him provided that he sign our paperwork stating that he would never return to Smith Muffler. He refused to sign anything and promptly left after grabbing the check. Smith Muffler stopped payment on the check immediately.
Please refer to ALL NOTES on the attached invoices for further reference.
Smith Muffler will no longer work with *** *****
Customer response
06/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Please see attached rebuttal & Invoice
Regards,
***** **** **
Business response
06/09/2022
Lewie Smith has replied to the rebuttal from *** ****(see attached). It is evident that the customer has his side of the story and we have ours. We feel that we made every attempt to appease *** ****. He refused to sign our paperwork when presented with a refund check. We find it amusing that he presents an inflated estimate from another repair shop. They obviously do not want to work with him either.
Smith Muffler will no longer offer any refunds.
Customer response
06/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.To ***** ****,
Thank you for your time addressing this unfortunate circumstance. I appreciate all the help that you have given.
to answer your questions:
* Has the company addressed the issues of this dispute?
-No, they still refuse to address the issue of selling me a different product than what is stated on my receipts. Their claims that I would not explain my issues with the vehicle are proof that they did not read the previous statements provided where it states repeatedly that the owner refused to listen to my issues and would not listen to anything I had to say no matter how hard I pressed the issue.
* If not, why?
-Smith muffler seems to proudly stand by their choices, only responding with insults and narrow-minded comments. It is clear that they, the owner and employees alike, lack the maturity necessary to address this situation professionally.
* If an offer of resolution was made, has the company fulfilled the proposed offer?
-No. I was offered a "$1,300 check" (using quotations to show the exact words that came from the owner) which was quickly canceled after I did not agree to release them from liability. This check would not have covered even half of the costs to fix the damages caused to my vehicle by smith.
Since smith will not agree to my terms, as they show no interest in fixing their mistakes, this issue will be filed with the FTC and the local Attorney General's office before being passed on to small claims court where I will be asking for additional Punitive Damages for their grossly negligent and intentional misconduct to help ease the cost of work missed while my vehicle was at smiths garage. This matter will no longer require the assistance of the BBB. Thank you.
Regards,
***** **** **
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.