ComplaintsforThe Muffler Shop

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2016 ****** in for an inspection back in March. I asked them to look at my brakes as it seemed you had to push them down pretty far to stop. They told me after the inspection that they were a little spongy and they could do a service to clean them up which would cost $285. Fast forward two months-I drop my truck off to get the work done after making an appointment a week prior for 8am in the morning. Get the truck there by 8:30 and get a call at 2pm stating it’s $1,165 plus tax as pistons now need to be replaced. And they didn’t think they could get the truck done by the time they closed at 4pm. I told them you’ve had the truck all day and you’re just calling now-we need to have it by Monday (as they are closed on Sunday’s). Ryan called at 4:30 saying they would get it done tonight. It’s now 7:30 and still waiting…completely blindsided and still scratching my head as to how this jumped $1,000 more than what we were originally quoted. Yes I understand you can’t see everything up front but again this was something that I brought up two months ago during my inspection and they brushed it off like it was something minor. I told them to put it back together as I needed it back for work and they said they were unable to without doing the required work. Been a decent customer and felt taken advantage of in this situation.

  

  Business response

  05/24/2022

  
  During a previous visit in March there was discussion about the possibility of needing some brake work in the future.  A quick visual look and discussion about starting with trying to perform brake maintenance services to help the brake performance took place that day.  At that time, we did NOT get into disassembly and get into diagnosis of parts and components as that would have resulted in an hour or two in labor time etc, whereas we might as well have been getting into the repair that day, but as I mentioned this was a discussion about brake work in the future.  We apparently verbally quoted an approximate cost to get into the maintenance services at around the $285+tx.  As we would normally mention during this kind of conversation, and is usually just a commonsense concept recognized by reasonable people, if we get it apart and get into it and it needs further work, we would obviously call and let you know with an estimate, etc.   As this was a general discussion and no physical disassembly and diagnosis was performed at that time it was not documented as an actual estimate on any paperwork for that visit.  The $285 sounds reasonable for the maintenance services and if that was all that was needed, we certainly would have honored the verbally discussed guesstimate/quote.   Actual diagnosis and estimating was performed on this most recent Saturday visit when we performed the needed repairs.

  We scheduled the customer’s vehicle for Saturday, along with multiple other customers and jobs as well.  We schedule, work on and repair more than one vehicle a day as does any shop in business to be profitable.  We got this vehicle into the shop late morning, disassembled and began to check out, diagnose, and attempt servicing of the braking system components as previously discussed.  The technician found that the front caliper’s inner pistons on both sides front calipers were seized and frozen and that caliper replacement was needed.  This vehicle’s front brake caliper design utilizing 4 pistons per caliper and a floating pin design makes these unique to work on, but also to find and source needed parts.  There is also a split year design change which added to the task of locating the proper needed parts, especially in these times where supply chain problems effect all the parts warehouses and inventories are low.  This unique design and sourcing issues in the world right now surely contribute to the cost of parts and those are circumstances outside of our control.    By the time we located the parts and called in a favor from a warehouse that thought they could get them to us on this Saturday with their limited delivery staff to drive to the other side of the city to get them, the day was ticking on.  While calling with the estimate for work needed the customer explained that he needed his vehicle to get to work on Monday.  When asked about just putting it back together, we did explain that calipers were needed for it to be right. Putting it back together at this point would not help correct any brake problems, just add to the eventual overall cost.    My staff informed the customer we would get the vehicle completed Saturday so that he could get to work etc.  We would stay late if needed and get it done.   The customer approved the needed repairs and estimate of $1165+tx.   We finally received parts just before closing time and got to work, working more overtime hours, staying late, and more notably my staff, dedicated to customer satisfaction, and staying late on a Saturday night, infringing on their time and personal lives.  We finished the vehicle and the customer picked it up around 8 pm, and with an invoice coming in under budget by $150 at 1015+tx.

  Myself and my General Manager have both reviewed the estimate, invoice and situation, and both agree that the estimate was written very conservatively and that either of us would have written the original estimate on Saturday for more labor time, also adding to the invoice more actual incidentals like the brake fluid used, etc.  The job was worth more than the estimated amount; took the technician considerably more time than estimated/billed amount by at least double; but still we came in under budget for the customer by $150.   As a veteran in this business, I understand that type of thing is sometimes necessary to keep customers happy and build a reputation and client base that spreads the “word of mouth” about their loyalty to the shop that takes care of them.   What I am so completely confused about, is how this customer’s service experience from Saturday is anything but a 5-star review on Google thanking us for staying late on a Saturday night to get his vehicle finished for him, and maybe even a pizza lunch from the customer on Monday.

  My Service Manager, Tim, called the customer on Tuesday May 24th to discuss, and was met with anger and unreasonable demands from the customer.  He apparently wants a refund of the full amount back to $285, which, as mentioned earlier, was not an actual estimate based on any physical diagnosis, but just a verbal discussion number if his vehicles brakes could be helped with the routine brake maintenance services and pins and hardware replacement that are common to these vehicles.  Once actually disassembled and diagnosed on Saturday, we created a formal estimate, called the customer to discuss, received approval, and performed the work.  All as normal, except we stayed late to get it done.

  There are many skills needed to be successful as a small business person.  One of them that has served me well has been the ability to look at yourself, your staff and your operation objectively.  Being in the auto repair business is not easy and we are not always perfect.   We make mistakes. Sometimes things outside our control go wrong.  Making it right in the eyes of the customer no matter what you must do is sometimes necessary.  I have given more concessions than not in these situations in the past, as I have identified mistakes we have made etc.  This is not one of those times, however.  After thought and review, I stand by my staff, their decisions, and their performance.  In fact, I thanked my guys Saturday for staying and getting this job done and this customer taken care of.  I do not feel responsible for or find anything negative about the situation, nor do I wish to offer any further refund to this customer for Saturdays service.  I feel a “thank you” and perhaps an apology for being rude to my staff would be more in order. 

  Customer response

  05/25/2022

  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, details of the offer I reviewed appear below.First and foremost, I would like to point out how the owner, a veteran in this business, feels that it is ever acceptable to be condescending to an individual-especially a customer. I quote "a commonsense concept recognized by reasonable people."Like I stated previously when it was discussed just putting the vehicle back together due to the business telling me that they would not have time to perform the repair and needing my vehicle back by Monday, I was met with opposition. I understand that the truck would not be up to par but we wanted to get a second opinion. What other options did we have at that point but to agree to the cost as our hands were as they were in possession of my property?The necessary brake work and the quote was never documented, only given verbally by Ryan over the phone which was reiterated to my wife many times. When we picked up my truck on Saturday at 8:30pm (not receiving a call that it was done until 8:13pm), Ryan stated that they were able to reduce the cost to $1,096 including tax due to the fact that they reused parts. We were not given any discounts with the shop having my vehicle for 12hrs after making an appointment the week prior.My wife spoke to the GM Tim on 5/25 and he proceeded to state that there is a skeleton crew on Saturdays and other vehicles needing evaluation. Please explain how scheduling conflicts are my concern as the owner stated that they are trying to be as profitable as possible. I also talked to Tim on 5/25 and, unable to get in a word edgewise as he felt the need to keep talking over me I decided to hang up as we were not going to get anywhere.Lastly, as a proprietor, one would assume that they would have better integrity, step up, and accept ownership and responsibility. Not sit back, point the finger, and expect a review on Google, pizza lunch, and an apology. If you truly value your employees and were appreciative of their time and efforts, that's something they would expect from you. Regards, ***** ******

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Drop my car off in August 2021 for a shift selonid code. My car would get to about 40 mph and have trouble excelling. My car was insured not registered. So it was towed in. I spoke with Dakota about the issues. I was contacted back stated they didn't find the issue with the code. Drove the car it didnt throw the code. But that I needed brakes etc that work came to 1750.00 I gave the ok on that since the other issue was not found. As I needed to pass inspection emissions was the problem with the code. This was the initial reason and complaint for my car. Sometime passed I contacted the shop back as I hadn't heard anything else. At this point I was told the light came on for the code. They were looking for a transmission. Went over pricing for transmissions and rebuilds. I decided to let them look for one vs a rebuild. They found one that had 20,000 miles on it. More time passed I reached out they had the transmission in but needed to outsource part of the job to set the module. Then I contacted the shop again was told It had to be driven need to add more additive and drive to get it to see shift properly. As well as there was a part on the transmission that could also be bad. I was thanked for my patience and told they were still working on it. Finally I was contacted and said the vehicle was ready. I was told that there was some shaking but as I drive it more it would get better. I was told by dakota there would be some items listed I wasn't charged for as a perk to my patience etc. If I had any problems to call him. This was on a Friday. I paid full price no discounts were given even had services charged I didn't agree to. Upon registering my vehicle and driving it the shaking has not resolved. Along with other issues. Called 4/13 no call back from dakota shop. Check engine light back on as of 4/15/22 the gas gauge which they put a sensor in because they said I need one not working. I filled my tank before it was towed in. The gauge registered no problem.

  

  Business response

  05/04/2022

  BBB received the following from the business:  We have contacted the customer directly and the customer will be bringing back the vehicle for us to look at.

  

  Business response

  05/31/2022

  The vehicle was brought in and we made several repairs under warranty. We believe the customer is satisfied and appreciated our efforts.

  Customer response

  06/01/2022

  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, details of the offer I reviewed appear below.
  
  

  Previously I had dealt with Dakota who informed me that the transmission that they put in my truck had a shutter.  He said the more I drove it the shutter should stop. If I had any issues to call him back. This was one of the reason I reached back out to the business along with the check engine light coming back on. I got a response since I contacted you all. I have only dealt with Tim who is the GM. He did not want me to deal with anyone else. He did agree to look back over the vehicle. He denied any transmission problems as well as any responsibility. He said he felt the shutter in the test drive but it could be feom anything. He did put another fuel sensor in which is what he said triggered the check engine light to come back on. He as well fixed two tire sensors. As a complimentary he polished the head lights. None of this fixed the shutter in the transmission which is due to a bad torque converter on the transmission. When I brought this to his attention. He offered 300 dollars and stated he fix the fuel gauge etc. His main thing was to get any negative complaints down against the company. The money that was offered back is set aside to get another transmission job. He want me to signed something stated they are no longer responsible. I did sign it as I wouldn't trust the company to do any other work on my vehicle and have already counted this as a loss and a well learned lesson. It became more clear to me as the conversation change and it was really a out the review. I do not believe he ever looked over the paperwork from original repairs. Or that he  understood that they had my vehicle from 9/2/2021-3/26/2022 initially for a shift selonid code. They put another transmission in my vehicle now that I have a different problem. I never had a shutter problem before on top of that I was already made aware of this issue by one of the workers. The shop had my vehicle for so long that if there was a warranty on the transmission I losted on that. I kept being told that they were trying to fix the shutter it needed to be driven and fluids added. So I was confident in that at the time. My review was honest and truthful of the details that occurred.  So all in all he paired 2 sensors that I could have paid for and polished the headlights. The fuel sensor was on the list of repairs. This is the worst experience post surgery that I could have gone through. I had surgery on 4/28/2022. Had to deal with this situation. 

  
  

   
   
  
  
  
  
  

  

  Business response

  06/01/2022

  BBB spoke to Tim, General Manager, at business and the following was relayed:

  The customer read and signed and dated the agreement, which included a $300 refund as a goodwill gesture. We took the vehicle on a 40 mile drive and it shuttered twice, which is not enough to confirm that there is an issue and what it is. This vehicle sat for a long time before being brought to us, there are naturally going to be issues.

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