Complaints

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• Initial Complaint

  Date:09/14/2022

  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.

  In 7/2022, I called and inquired about a repair on my muffler. They made an appointment with me for the next week. I took my car to them and they told me they didn't have any information about me. They told me the car would be ready in a few hours. Then they told me they didn't have the parts for it. They ordered the parts. They called me at 4pm that day and told me the car was ready. They charged me over $400 for the muffler repair although I felt they overcharged me. On 9/13, I looked on the bottom of my car and they didn't put some of the screws on. I contacted them and they told me they would charge me $29 to put the screw on. I told him he should have been included in the repair. We went back and forth. He still refused to put the screws on without charging me.

  Business Response

  Date: 09/14/2022

  We put a muffler/tail pipe assembly on Mr ********* vehicle on 7-19-22 with new flange gaskets and spring/bolt kit. There are 2 bolts that hold the muffler to the intermediate pipe and a hangar in the rear. Mr ******** called me 9-13-22 stating the muffler bolts fell out and we did inferior work in his vehicle wanting me to admit that I will repair his car for free without even seeing the vehicle. I told him numerous times I would have to see the vehicle to make a call weather its under warranty or not. I told him were taking appointments on Sept 14th and he insisted he wanted it repaired NOW!!. I told him I have a tech on vacation and did not have the manpower to repair it now. After arguing with him on the phone I agreed  for him to stop by after our CLOSING hours  so I could look under the car to see what the issue was. I asked him if the car sounded loud like it should it the bolts came out of the muffler and he said no. So Mr ******** shows up to the shop and I immediately go out and crawl under his car and look at the muffler.  What I found was the 2 spring bolts are securely still attaching the muffler to the intermediate  pipe and the rear hangar is still holding the muffler assembly to the vehicle. The part that Mr ******** is concerned about is the heat shield that mounts to the fuel tank that sits above the muffler pipe to keep heat from the muffler off the fuel tank. I informed him that we did not have to remove the heat shield to install the muffler due to it being part of and mounted to the flange of the fuel tank but Mr ******** refused to accept that. He kept saying we didn't put the screws back in it and he could hear it rattling. If it was broken and rattling right away I think Mr ******** would have been back to our shop sooner. I told him that usually there is bolt that will break and I would have to drill the bolt out and rethread it. I told him it would be a minimum of $29 and he refused to pay anything as he was convinced that we removed the heat shield to replace the muffler. I told him to ask another shop if it needs to be removed to install the muffler before he left my shop mad so he knew I was telling him the truth and he obviously did not.  As far as the price I did not charge Mr ******** any charge to pull the vehicle in for the initial diagnosis to repair his exhaust leak ( we usually charge $29) due to him being in a hurry and complaining about every charge I mentioned.  I gave him a price and a time frame and when it was not the price or time frame he wanted he left without paying a thing. After he left Mr ******** came back to our shop and dropped his car off to have the work performed and AGGREED to the price and time frame I quoted to him. We performed the work mentioned and Mr ******** picked up his vehicle paid his bill complaining about the price THAT HE AGGREED TOO. So we don't hear from Mr ******** till now (almost 2 months). So obviously the heat shield just broke or Im sure we would have heard from Mr ******** WAY SOONER!!! I DO NOT repair a customers vehicle WITHOUT the customers approval on the price and timeline so everyone involved is on the same page so there is NO confusion when customers cars are picked up. So intern I informed Mr ******** of the situation and he is refusing to accept it and just wanting something for free as he was initially on his first visit to our shop. I'm sorry Mr ******** feels this way. I tried to tell him that it might not take long to repair and I will give him the best price possible to reattach his heat shield but he refused to accept anything but free so he left angry. I don't feel we are responsible due to us never touching the heat shield. We had no reason to. So intern I feel we did everything ethically possible to get Mr ******** taking care of in a reasonable manor.  If Mr ******** would still like it repaired I will still give him the best price possible but cannot give any price till its pulled on a rack for further analysis. 

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  Customer Answer

  Date: 09/21/2022

  Complaint: ********
  
  I am rejecting this response because:  I wanted them to put it on the rack and see what I am speaking about.  It is only one screw.  I paid them to fix my muffler completely.  I just want my car fixed properly.  The owner used profanity constantly when talking with me.  I just ask for him to put it on lift and let me see it.  I can schedule with him if he can take care of my vehicle for the amount I have already paid him.  I just want him to put in one screw for me.  
  
  
  
  Sincerely,
  
  ******* ********