ComplaintsforHouse of Mufflers & Brakes Total Car Care

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an exhaust leak on my vehicle, still do. The guy running the shop said he “found an article online” but didn’t turn the computer to show me this “article” the service was for a liquid poured into my cars engine and it would make my leak stop. It has actually made it worse by now adding a gas leak smell. I called twice with no answer. Service was done on May 18 2023 I contacted my bank and let them know that the charge was fraud charge due to there “magic liquid” which I never saw them pour in. The guy also instructed me to get premium gas because it would help the “magical liquid” work more. I would like my refund.

  

  Business response

  07/05/2023

  Mr. ************ is not being forthcoming in his complaint. He brought in his 2013 Chevrolet Cruze on May 18, 2023, stating that there was an exhaust odor inside his vehicle. He assumed that it was caused by an exhaust leak and asked our Manager, ******* ***** for an inspection of his vehicle to investigate the problem. This was done and no exhaust leak was found. It was determined that the culprit was most likely carbon build-up in the engine and ******* recommended a fuel induction service to be performed and that he use premium fuel going forward. This was a legitimate recommendation from a very seasoned automotive professional who manages our shop. On the initial work order, our Manager did a thorough job of documenting the situation and the rationale for his recommendation for a fuel induction service, all of which is printed on the invoice. Mr. ************ authorized this service, it was completed and he paid his invoice of $216.29 at 2:07pm that day. (Copies of his signed invoice, our warranty and the signed credit card receipt are attached.) We never heard from him after that.
  
  Without ever contacting us, Mr. ************ initiated a chargeback with his credit card company. He falsely claimed to them that that he had attempted to resolve his dispute with us  and that he never received what he paid for. Neither of these is true. The service was performed, he was told the reason for it, he authorized it and he was notified that she should use premium fuel to prevent carbon build-up in the engine in the future. He never contacted us after the initial service was performed. The credit card company denied his chargeback, so apparently he's now decided to take the tact of slandering us. His allegations that he never saw us pour in "magic liquid" and that we fraudulently charged him are quite frankly, offensive. We've been in business for 53 years and we haven't come this far by cheating customers and being unethical.

  Before this was brought to the Better Business Bureau, our Operations Manager made 2 attempts to call the customer to discuss his complaint and he left 2 voicemail messages. Mr. ************ won't return his call. He simply refuses to cooperate and be truthful with his complaints. We will not be issuing a refund to him. 

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