Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Complaint: incorrectly done repair, Check Engine Light (CEL) on in my Chevy Cruze car. Requesting refund from Rainbow Muffler Willoughby Hills, problem was not resolved and work done incorrectly. 10/7/24: CEL on and Rainbow said to bring the vehicle in to work on vehicle. Later told me they could only scan for error code (P0420 error code-catalytic emissions), would not look at car due to being too busy. Car left overnight for work. 10/8/24: They stated they had a mechanic who has worked extensively on same cars, replacement of manifold catalytic converter needed. Replaced the converter. CEL off. Total charge - $1,057.16 was paid. 10/9/24: CEL back on. Rainbow said bring it back. Problem said to be need to clear sensors after converter installation. Sensors cleared, CEL off. 10/10/24: light back on. 10/11/24: Rainbow said bring in car again, appt. made. 10/14/24: Manager stated that flexpipe needs replaced, not mentioned before. Flexpipe was replaced, CEL turned on again with same error. Called mgr, requested to speak to owner and he said owner not reachable and hung up the phone. Owner’s contact info found. Spoke to owner who said turbo had hairline crack, needs repaired. This was not documented on initial paperwork. Owner said low grade aftermarket catalytic converter installed. Referred me to different shop for estimate on turbo. 10/24/24: Classic Chevy checked entire car, informed me car required new catalytic converter, midpipe, gasket. Said converter installed on 10/8/24 was an aftermarket converter, internally malfunctioning, and these do not work in my car. No turbo issues per Chevy. Voicemail left to Rainbow's owner, no call back. 10/25/24: texted owner to let know about converter, requested refund of $1,016.50. He responded by asking if turbo was replaced. I responded that Chevy’s inspection saw no issues with that. He said “We saw the crack in the port. Chevy is going to avoid the issue.” That was the end of communication. Car is not fixed. Please help.

  Business response

  11/14/2024

  A scan of the engine code indicated catalytic converter inefficiency.  The resolution for that code is to replace the manifold catalytic converter which mounts to the engine head and turbo unit.  The internal turbo components are exposed when the converter is removed.  This revealed a crack in the waste port of the turbo that opens and closes to allow engine exhaust to boost the horsepower of the engine.  When the waste port is cracked, the fumes are misdirected into the catalytic converter causing converter failure.  The vehicle owner was made aware of the crack in the port during replacement of the catalytic converter and was given the option to replace the turbo or take the chance that the crack may not have been large enough to cause further catalytic problems.  At this point there would have been a labor discount as the procedure for replacing the turbo included removal of the catalytic converter.  The vehicle owner declined the turbo replacement. Within days the owner brought back the vehicle with the same catalytic converter inefficiency code.  Our technician cleared the code but it returned again within days - an indication that the turbo waste port was contributing to the converter inefficient performance.  The waste port problem is a published issue and prevalent through internet searches on Chevy Cruz issues.  We are aware of the turbo problem prominence within the service industry and have replaced them in the past, but we still contacted a repair facility with extensive experience in replacing the turbos on the Chevy Cruz.  We referred the vehicle owner to that facility to share in a discount provided to other dealers.  The fact that the dealer denigrated the quality of aftermarket catalytic converters without removing it to inspect the issue, shows an incomplete inspection and only conjecture in promoting a dealer component.  Aftermarket converters are well tested and have been installed on thousands of Chevy Cruz without issue.  The internal substrates on aftermarket catalytic converters are of high quality and meet most of the higher California emission standards.

  Customer response

  11/16/2024

  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.
  
  The business did not provide proof of the crack in the turbo. You cannot go by hearsay, there is nothing in writing about the turbo. When we took the car back in a second time, they stated the sensors needed cleared and there was nothing in writing of repairing a crack in the turbo to fix the problem of the Check Engine Light being on. When we took the car back in to the business the third time, they replaced the flex pipe but there was nothing in writing of a crack in the turbo needing to be repaired. The business cannot verify that the Chevy dealer inspection is not a thorough inspection, there is no basis for this opinion. Chevy stated they inspected everything and there was no crack. There is no documentation of a crack. We are trying to avoid having to file in small claims court, so in all fairness we are asking for a refund of half of the costs at this time. If not honored, we will be filing in small claims court. Please continue to refer to original attachments in complaint.
  
  Regards,
  
  *** ******
  
  
  
  
   

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is regarding Bob, at the Willoughby location. This man is so rude he has no respect for his customers at all. When you ask if something he gives you such attitude . I went in for an oil change was the first person there. Who take everybody that came after me saying they was short staff and he didn’t know when they would take me. I sat there from 8am til 10:20 . I went up to the counter to ask him how long he thought it would be before someone got to me. He was very rude to me . I explained to him that several people has come in after me and you took them. And they all getting muffler work I just wanted an oil change. So I ask him so no one could have done an oil change he gets nasty with me . So I said **** it and I left. I will never go back there again. They really need to find someone else to run that place. He never smiles and act like we bothering him. Something needs to be done

  Business response

  03/05/2024

  We're sorry the timing was off that day.  Every business is experiencing similar issues with a shortage of labor. Unfortunately on that particular day there were 3 vehicles stuck on the lifts from the day before with problems locating parts once the job was started.  Then, with only two of five bays available another issue of urgency arose.  Our apologies in that the manager did not recommend a better time.  Our policy in a situation like that is to offer a better time and a free oil change to compensate for lost time.  If the Customer would like to return to that location or another that is only 7 minutes away, we would gladly give a free oil change.  Please extend the offer.

  Customer response

  03/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  Hello I’m just now seeing a response from you or rainbow muffler. I would like to go to another rainbow muffler and get a free oil change
  

  Sent from my iPhone

  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to rainbow muffler a “trusted name in auto repair” for some clunking under my car. They replaced the struts, shocks and stabilizer bar link. It was still knocking so I took it back they said it was the driver side wheel hun and bearing… they had it for 10 hours. I got it back it was still knocking so I took it to ********* auto care they said there was no oil on my dip stick and everything else was okay. I’ve never had a bad experience at ********* I believe they drained 2.5 quarts of oil which is what it took to refill so that I had to come back. I want rainbow muffler to refund me the price of all repairs. This is very shady business ethics..

  Business response

  12/06/2023

  It is not always simple to decipher a customer description of their problem with the actual diagnosis.  The customer described “clunks over bumps” and “knocking sound from front when driving” on this 110,000 mile, nine year old Kia Optima.  The physically obvious “clunking” and “knocking” sounds “when driving” were prevalent in test drives.  The noises were created by worn sway bar links, struts and shock absorbers.  Returning later, after the most obvious noises were addressed, the next most prevalent noise was the hub bearing.  When the customer picked up the vehicle again, at that point any other noises should have been addressed.  Instead, the customer took it to a competitor after the obvious noises were repaired and it was discovered that the vehicle was also low on oil.  According to the customer statement there was 2.5 quarts of oil drained from the crankcase and this does not include oil still remaining in the oil filter and other areas of the engine.  An engine does not “clunk” when there are still 3 quarts of oil in the engine.  Additionally, Kia has engine recalls related to engine knocking that are covered by the manufacture if proper recall procedures were maintained.  “Shady business ethics” were not applied – only obvious diagnostics.   We’re convinced that our manager and technician addressed the issues correctly.  The customer did not provide documentation from the oil change or proof of negligence.
  

  Customer response

  12/08/2023

  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.
  
  They’re clearly trying to get out of this, I have a receipt from ********* adding 2.5 quarts of oil. I have an official receipt at home I believe but this is on my CFNA credit card where I was charged $9.12. If they don’t want to make this right by paying off my snap account, I’ll be sure to post reviews of their shop.  I’d like to see their shop footage from the moment my car was up on the lift to when I picked it up. 
  
  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  12/10/2023

  Threats of revenge do not change our position.  We stated facts and provided work-orders with documented issues provided by the customer requesting that we pursue clunking sounds while driving - not knocking noises while idling or accellorating.  We addressed the concerns and then a competitor addressed a different issue after we corrected the physically obvious issues.

  Customer response

  12/11/2023

  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.
  
  I’d like to see shop video if there is any. I told them it was clunking when I accelerated. It was not fixed. Why would I come back a THIRD time to spend more money for it to not be fixed? I traded it in because of safety issues. Rainbow clearly doesn’t take vehicle safety seriously. There’s greed at its best; Rainbow can take care of the snap balance & they’ve lost a new customer…definitely shady ethics

  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1.21.23 I brought my vehicle in to check for loud muffler sound and asked that struts in front be checked (steering and suspension) and also determine anything else needed to be checked because i was planning road trip. I was specifically told by Bob/Manager the guy that answers phone, the front struts were good on vehicle and rear struts needed to be replaced. The muffler, flex pipe, two front tires needed replacing. Because it was late afternoon and shop would need time to order parts etc I came back the following Saturday 1.28.23 to drop off vehicle for repairs. At that time,I was quoted $800 more than previously quoted for job and had to find the printed quote from week prior from Rainbow to honor their quote of approximately $1700. Repairs were done except for tires on 1.28.23. A week later I took vehicle to get 4 new tires installed and was told tire on right front side could not be installed because front strut was rubbing into tire. Upon calling Rainbow about this, Bob, the guy that answers phone/manager the person I have been communicating the entire time with about the vehicle said they could not install front struts at no charge even after they had told me front struts were okay and rear struts needed replacing. Bob said because vehicle was in prior accident that could have caused the damage to strut and said bring it back up here for us to take a look. I towed my car to another shop and the front struts replaced because they were corroded. I had that shop take pictures of both front struts. If Rainbow had actually looked at the vehicle's front struts like they claimed they did, they would have seen the struts were corroded and needed replacing. Rainbow endangered my life and clearly are not professionals. To tell me front struts do not need replacing is concerning and unacceptable. I expect a refund for labor costs associated with replacing two rear struts, stabilizer links, taxes, surcharge $850

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