Complaints

This profile includes complaints for Payless Muffler & Brakes, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Payless Muffler & Brakes, Inc. has 2 locations, listed below.

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  Payless Muffler & Brakes, Inc.

  2108 N Dixie Ave Elizabethtown, KY 42701

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  Payless Muffler & Brakes, Inc.

  1047 N Dixie Highway Radcliff, KY 40160-1408

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:10/30/2023

  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.

  I came in a year ago to get my car repaired at the Payless Muffler shop in Radcliff, KY because I needed a catalytic converter. They agreed to fix it for $1117.84. I was called by the owner to let me know the steering wheel was locked and they needed to keep it for 2-3 more days. A couple of weeks later, my engine check light came back on. I took it back to the shop and they told me that it was my oxygen sensor. They said it needed to be cleaned. My check engine light went off but came back on a couple of months later. I finally decided to get it checked again and the catalytic converter (that was supposed to be repaired) needed to be replaced. I went back to the shop and told them what happened. They told me that I have 2 catalytic converters and the one that needed to be replaced was not the one they fixed. They also told me it would cost me another $1,100. I decided to get a second opinion. The shop in Etown told me that it was, in fact, the catalytic converter they fixed initially that was bad and that I had a 2-year warranty. They said I should only have to pay for the labor. I contacted the shop again and they said they could not fix it unless I had my receipt. I could not find it but I asked if they had copies of the records, since they had to purchase the part from a supplier. They told me no, at first but I eventually found out they do have records. The owner also said he would have to look through 5,000 receipts and he wasn't going to do that. I paid over $1,100 to get my car fixed and it was never fixed. Not only am I out of $1,100 but I still have to get my catalytic converter replaced plus my steering wheel still makes noises to this day.

  Business Response

  Date: 12/21/2023

  Please see attached response.  

  Customer Answer

  Date: 12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When I first came back about the service and repair conducted on my vehicle, you mentioned that I would have to pay an additional $1,100+ for the other converter that was not serviced and repaired by your company.   

  You neglected to mention that I went to get a second opinion and was told that it was in fact, the catatlyic converter that was repaired by your shop.  I asked them if they were sure it was the same converter because I had got it repaired previously and they assured me it was and even told me they could tell that someone had worked on it and that I would only be responsible for the labor, not parts and labor because it has a 2 year warranty.   

  I contacted you about it, and then was asked about a receipt.  I could not find it.  I even asked to come in and help you look for my receipt, since the part is still under warranty.  You told me to contact the other shop in Etown the following week to see what they could do about my receipt so I could get my vehicle repaired without charge (that should have been fixed in the beginning) and would only be responsible for labor.

  When I called the shop back that next week, the whole story changed to they got it wrong.  Now it was back to the original story that it was the other catalytic converter (so I would have to pay full price).

  I have been told too many stories and given the run around so many times that it is very discouraging and insults my intelligence.

  When I brought my car back to you, one of the mechanic even told me, your car seems to run fine so I don't even know what you are concerned about.

  The point is, I paid for a service to be done and I expected it to be fixed.

  I wanted my car fixed without like it was supposed to be without having to pay again for the same service.

  I have even come to find out now that there is nothing wrong with my catatlyic converter even though I was told otherwise.  Shady business practices.

  A Washington
  

  Business Response

  Date: 01/17/2024

  See attachment for business response to rejection.