Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle that I drive very minimal and care for its up keep very well to Muffler Masters due to close location helping with ease of access to have a new muffler put on . advised by ******* in ********* after the transmission rebuild completed. Was seeking a closer mechanic for oil changes and general up keep & maintenance got a quote for any advised repairs to keep ahead of any upkeep. First time cost added once they did rear ********** told no wat to know about barrings until apart 12/22. I make a financial plan to do all the must do things quoted in the over all inspection. I call concerned about noise from front end & assured its fine, after that Im parked I feel& hear a very loud crash/drop I take it back again the front end is 95% broken down on the right it cost over658. To repair I explained I just had you check it & paid for rear somebody did not re bolt it back together right arm bars /control arms/shocks lower & upper dont just bust like that, I was told Im sorry I will lower the cost of all the quoted work & make this right I stand behind my work. Since I didnt think its intentional and owner now knows I borrowed money to pay off, save made plan to do the final quoted work. I saved paid off loan rear crankshaft seal/Pinion Seal/Transmission gasket / I questioned that since trans just rebuilt but he made derogatory remarks regarding ******* work & I fell for it he said ******* lied to me. I drop it off when I pick up on my way to an appointment he said I did not do crankshaft seal once apart was worried Id damage it but I owe more 884. Vs quote because they did pinion seal/Timing cover gasket/ timing damper/ harmonic balancer/ transmission pan gasket/ Ac blower resistor I didnt even authorize it or get asked! I stated why,I have to go in going to be late I be back- the jeep didnt go in gear right bad sound then did not go forward it torked really hard jumped then pushed I can prove this printed info ..but cant fit anymore info ****

  Business response

  10/26/2023

  The complaint is false on most factors and fails to mention the very minor remediation efforts required and performedat no cost to her. This customer has been coming to my shop since December 2022 - If I recall on a referral from another shop regarding the quality work we do and the honest pricing we extend. She has always been clear that she has tight finances. She has always been clear of her intention to only keep this vehicle "driving" for a few more years until she can afford to buy something newer. I have always been just as clear with her that working on a 20+ year old Jeep with high mileage is very expensive. Jeep's, by nature are very expensive to maintain. I have always advised her at EVERY repair appointment that she should not keep investing money in this vehicle and save the funds towards a more reliable newer vehicle. We have talked several times about how she should look to buy either a ************* or ******* Regarding her complaint, I do stand behind all repairs that have been performed by MY shop. I have also pointed out several instances where previous repairs done at other facilities were NOT done correctly (i.e., the transmission, the fuel injectors). I have consistently pointed out that when you start to do major repairs on 20+ year old vehicles - let alone Jeep's - other things will creep up that were either unavoidable / unpredictable. That is exactly what has happened here. Being limited to 2K characters, the bottom line is this vehicle needs additional re-repairs from other work performed at other shops. It is not drivable because of fuel injectors leaking - we have never worked on the fuel system, injectors or ANYTHING near these components. The work my shop performed was completed correctly. The fact that this vehicle is old and in not very good condition is a by-product of things outside of the control of the work my shop has performed. No funds will be returned as the work we performed wad done correctly.

  Customer response

  02/15/2024

   
  I am rejecting this response because:

  Here are facts regarding more Miss leading information from muffler masters. The shop left bolts out dropping the front of my Jeep it wasnt part of initial quote because nothing was wrong until taken a part for general up keep period. Nothing wrong w the other places work except you want to slander & pass blame. You charged me for a front that was caused as a direct result of your work, after a second opportunity to you work again not completed major fluids left out, ac blower dont even work but I returned letting you know the noises, the bad shake its never done still happened on way to ********* 1 time a month. Your mechanic drove it local couldnt figure it out I requested 3rd party mechanic since no fluids left out It had to be towed back right after I just got it causes engine damage. You refused started being more dismissive trying to paint a picture that isnt so but paper work dont lie. So I got the 3rd party & prior mechanic will state the vehicle was fine prior to your shop that left front end unbolted then left major fluids out. The injector you claimed while in your care was a ban that didnt belong mysteriously & a 50. Fix not your 800. Text request. Also I reached out to you 2 days ago the 3 rd party found the ******** not correct from weight of fall your shop caused I paid for and a motor mount that was not broke I offered to have them send this direct to you but you do not return request, and continue to not take accountability you gave discounted work because it was 100% your shops fault the front end broke . You shouldnt of charged me at all. I have the quotes & the dates times dont lie. I had a reliable vehicle to last until your shops repeated errors. I have a disability you took advantage of the fact I cant get around like others, and continuing to try to cover up truth & not returning my money or letting a 3rd party repair damages caused from your work. why hide from a 3rd party if you stand by your work? Never had to come to this

  Honestly he owes me a vehicle but Im willing to settle w a 3rd party fixing damages to front end properly & my motor mount or all my money back I have my initial quote for entire vehicle

  
  

  Business response

  02/15/2024

  This former customer is a self serving liar who completely misrepresents the totality of the situation and now wants my company to be accountable for repairs done at another shop for which we did not even quote nor work on. You can tell her mentality just by the way she and feels *********** a replacement vehicle - which was my EXACT recommendation to her at EVERY interaction we ever had. I clearly stated numerous times that once you start making repairs to 20+ year old vehicles all kinds of unforeseen issues can arise - which they did. But she insisted on slowly making repairs in the HOPE that is would all work out. It didnt and she is upset. I told her numerous times, if it was me, I would put her repair funds towards another vehicle.
  

  Furthermore, I find it remarkable how she does not admit that in fact she has been refunded all monies in question via a credit card refund I authorized.
  

  Her 3rd party repairs doesnt mean anything to me because it is completely subjective and opinion on their part. However, I wiling to review her documentation from the other repair facility and go from there. I have not received a phone call, fax or anything in the mail from her requesting what she has now piled on to her claims.

  I am at a loss on how to close the door with this person.

  Customer response

  02/15/2024

  please provide email for document proof this wont upload 
  I am rejecting this response because:
  One the remark Im a liar is slander 

  money from my card is for the last job dropped off 1 set of initial quoted items not complete but other things not pre discussed or authorized done,( I can upload that 800. Also if youd like) this is about front end shaking and noise I was dismissed about after you worked on it from it being left undone. I used that money for a recent 3rd party certified shop inspection armbars ******** shake inspection lyou leaving front end undone ( per dates) & free shocks caused more damage admitted to or noticed by you why I kept coming & saying its creecking/ shifts entire body when moving a gear or driving if smallest grove in rd over 60 mph but only upon texture change on rd. Then you left all my fluids out causing a tow back to your shop again seperate issue I requested for this you let a 3rd party fix & repair you refused to do that. Refuse to follow up knowing dates alone prove front end dropped alone after the inspection from you. Id like the rest of my money back on the front end & you cover cost above that on the damage it caused or to fix it properly. 

  The scourged engine from no fluids on something you decided needed to be done crankshaft seal & quoted, initially though I told you it had no noticeable issues & transmission guy nor oil change ppl ever suggested it you said preventative maintenance. Then you decided to not do it after apart but vs put back together and call to pick up you did a bunch of other things no 1 asked me, idk what that is and I certainly wouldnt of chose to do any of them items then but again seperate issue have all my paperwork your drawing and witness regarding the fluids left out and damage that can cause. Wasnt trying to even go all public but you stopped communicating ,slandering me plus dismissive of anything I reported .
  

   

  Business response

  02/16/2024

  What you call slander I call truth.

  Again, this person is completely mis-characterizing the truth and cherry picking HER VIEW of events into incoherent rants. My company serves THOUSANDS of customers a year and I have NEVER had this type of issue where any remediation that *** have been necessary wasn't above and beyond acceptable terms. 

  Regarding her "view" - a prime example is her statement about "no fluids" was in fact a 1/2 of a quart of transmission fluid. For which, at my expense, I had the vehicle picked up (tow-truck) from her residence and brought to my shop out of an abundance of caution because she COMPLETELY mis-characterized the true problem and presented it as if the car would not drive at all. Once it arrived at my shop, we DROVE it into the bays, completely reviewed the safety of the vehicle and found that the transmission was 1/2 quart low and MAY have caused the transmission to shift slightly irregularly. 

  Regarding the previous transmission shop, they did in FACT leave bolts loose, transmission pan leaking and we found a misc. bolt INSIDE the transmission pan. We corrected all of those issues.

  Furthermore, we did NOT do any work to the vehicle without either a written or verbal consent from this customer. Again, she was referred to us for a reason - it surely wasn't because we treat customer the way she alleges.

  If I read her complaint correctly, she NOW wants all funds returned for any work we ever performed in ADDITION to paying the bill for another shops work that they recommended be done to fix things that my shop NEVER addressed? That too me is excessive at the least.

  As previously stated, please provide me with documentation supporting the monies you are requesting and I will personally review it and make a determination of how to proceed.

   

  Customer response

  02/20/2024

   
  I am rejecting this response because:

  Please see attached quotes and work done

  Note dates 

  Regarding front end repairs paid for by myself caused from the front end not properly being put back together by Muffler Master 

   

  Was advised will make right moving forward lowering all cost & that I by ot to free shocks out of it the vehicle has not handled properly since-

  Continued trying to figure out, work w them made final appointment request it be looked at corrected while last of initial items competed.

  (That's separate issue than front end, driving over 60 mph it violently shakes loss of steering. This suspension issue got oversight since the first l uids were left out of my vehicle by MM the last appointment & quoted work was not done a bunch of non discussed unauthorized things were done)

   

  I requested 3rd party inspection but started getting dismissed then owner verbally attacks my character and remarks its all in my head my vehicles junk at under ******* well maintained w new transmission from flying debri a few months prior from certified shop!

   

  Every mechanic advised should run to 500 or more the way I care for it and no structure issues present 

  I've requested all my money back from Muffler Masters

  Or 3rd party inspection repairs of anything that could result from the 2 major incidents fluids/not bolted back together 

  Or some form of getting some accountability 

   

  I had a reliable vehicle one I cou,d drive 75 mph now I can't go over 60 or I'm. Iterally in danger. 

  I have more evidence text etc if needed 

  Thank you 

  Sun-Wed 3pm-8 pm best availability 

   

  
  

  Customer response

  02/21/2024

   
  I am rejecting this response because:
  

  Please see attached quotes and work done

  Note dates 

  Regarding front end repairs paid for by myself caused from the front end not properly being put back together by Muffler Master 

   

  Was advised will make right moving forward lowering all cost & that I by ot to free shocks out of it the vehicle has not handled properly since-

  Continued trying to figure out, work w them made final appointment request it be looked at corrected while last of initial items competed.

  (That's separate issue than front end, driving over 60 mph it violently shakes loss of steering. This suspension issue got oversight since the first l uids were left out of my vehicle by MM the last appointment & quoted work was not done a bunch of non discussed unauthorized things were done)

   

  I requested 3rd party inspection but started getting dismissed then owner verbally attacks my character and remarks its all in my head my vehicles junk at under ******* well maintained w new transmission from flying debri a few months prior from certified shop!

   

  Every mechanic advised should run to 500 or more the way I care for it and no structure issues present 

  I've requested all my money back from Muffler Masters

  Or 3rd party inspection repairs of anything that could result from the 2 major incidents fluids/not bolted back together 

  Or some form of getting some accountability 

   

  I had a reliable vehicle one I cou,d drive 75 mph now I can't go over 60 or I'm. Iterally in danger. 

  I have more evidence text etc if needed 

  Thank you 

  Sun-Wed 3pm-8 pm best availability 

  
  

  Business response

  02/21/2024

  For the LAST time ... please provide the PAID invoice of repairs made at the other shop and I will gladly review and get back to you.

  You will NOT be reimbursed for all repairs ever done to the vehicle by my shop. You have been paid for the second round of repairs in an effort to resolve. However, that is NOT apparently good enough for you and I am willing to review the PAID invoices of repairs made to correct your concerns.

  The Better Business Bureau is NOT here to litigate your concerns. If you will not provide the paperwork showing REPAIRS MADE and PAID for at the "3rd Party" shop for me to determine if those repairs are related to repairs we made and reimburse accordingly if needed. Other than that there is NOTHING further I am wiling to do.

  As I do not want you to return to my shop ever again, you can mail the paperwork to Muffler Masters, ********************************************************************************************* - Attention: General Manager. Or simply provide it via the BBB attachment process as part of this issue and I will review.

   

   

  Customer response

  02/21/2024

   
  I am rejecting this response because:

  1) suspension- I was charged for upper & lower control arms & labor when this is the result of it not being tightened back up after initial inspection /quote by the shop. This charge wouldnt exist if tighten back up after nor would I have the ongoing issues/ or cost to fix it.
  why should that cost be on the consumer? You can pay the business directly vs myself 

  I have a disability & am extremely limited for physical running of additional errands the documents can be emailed. Ive been advised to take the vehicle to a Jeep specialist.I Have an appointment on 2/26/24 w/them. I will have them provide in writing the professional diagnostics from suspension to the engine concerns 
  As Ive also stated Id like a mediator to be involved due to prior dismissals of concerns, multiple oversights , and the claim I exaggerate.  I do not mind emailing you directly the forms if youll keep business professional reframing from the additional banter. I do expect my funds back regarding the front end suspension & fix.

  The vehicle had no issues suspension issues or other period per your quotes & history the  cost to fix this ongoing issue since the initial work will be submitted to you. Along w damages for lack of or low fluid. The video submitted is the best its been since the work performed at your location.(You keep bringing up money back after you forced me to involve again a 3rd party I responded prior not repeating were talking front end thats something else) it dont change the fact charged for front end that was not damaged & now has more issues  All them issues will be addressed w/ Jeep specialist to prevent the banter. Due to the amount of time, stress, physical toll this is having you are correct its a seperate issue not for BBB it is/will be handled. I do the right thing no matter what & simply expect the same. 
  

  
  

  Business response

  02/23/2024

  Feel free to keep rejecting my offer to review repairs you claim were made at a third party shop to correct alleged oversights from my shop. I can guarantee your vehicle was not driving the way you show in the videos whenever it left my shop. I state this because you took at LEAST two test drives - one with me and one with a tech - for which those issues in the video were not experienced. I do know this for sure, if that vehicle was behaving as you show in this video during either test drives, it would have been immediately addressed.

  I am trying to resolve your concerns for work we actually performed. I am not addressing any issues that did NOT exist while that vehicle was serviced and test driven by us as well as you. Those videos represent issues that did NOT exist. 

  Again, my company deals with thousands of customers a year, and we do NOT treat any customers with kind of service that you allege. We never have and we never will - that is how we have been in business in this community since the 1970s.

  I will review your documentation from the "Jeep" specialist and we can go from there.

   

  Customer response

  02/27/2024

  
  I am rejecting this response because:The Jeep did and does have the shake after the vehicle suspension work repeatedly brought up w the noises but again was being told it dont, or its to be expected its old. I stated specifically when going over a bump or GROOVE at the stated speed limit. MY 1 Trip to my Dr *********** is when it was much more violent I told you this.i have attached an inspection that cost me additional money 200. I also asked you repeatedly especially after the 2nd incident to please involve 3rd party you refused &decided to work w/ me or take corrective actions & dont return to your shop. I was willing to work w a third party & you. Upon inspection you will find issues now as a direct result of this ongoing battle that were not a factor at all ever & when full quoted inspection w/you & worked on. the full suspension falling after work in your shop. see the attached detailed report from the certified Jeep shop. Im essentially out a vehicle taking loss please advise how you prefer to move forward to correct this situation? I understand why the violent shake happens like it did now. I wasnt exaggerating sorry the short spin around the block didnt show you what I experienced, or things got over sighted I would like a corporate contact if you cant resolve This it has been dangerous when it happens causes more damage though I drive minimally. At this juncture its no longer about just shocks not being good for my vehicle id have to redo along with other issues stemming from this.  This isnt something that should fall on me financially Let me know what if any reasonable solution you may have,needs some form of resolve or resolution be it w/ you, corporate or another step. Please advise

  Customer response

  02/28/2024

   
  I am rejecting this response because:

   

  Date Sent: 2/27/2024 9:06:43 PM
  

  
  I am rejecting this response because:The Jeep did and does have the shake after the vehicle suspension work repeatedly brought up w the noises but again was being told it dont, or its to be expected its old. I stated specifically when going over a bump or GROOVE at the stated speed limit. MY 1 Trip to my Dr *********** is when it was much more violent I told you this.i have attached an inspection that cost me additional money 200. I also asked you repeatedly especially after the 2nd incident to please involve 3rd party you refused &decided to work w/ me or take corrective actions & dont return to your shop. I was willing to work w a third party & you. Upon inspection you will find issues now as a direct result of this ongoing battle that were not a factor at all ever & when full quoted inspection w/you & worked on. the full suspension falling after work in your shop. see the attached detailed report from the certified Jeep shop. Im essentially out a vehicle taking loss please advise how you prefer to move forward to correct this situation? I understand why the violent shake happens like it did now. I wasnt exaggerating sorry the short spin around the block didnt show you what I experienced, or things got over sighted I would like a corporate contact if you cant resolve This it has been dangerous when it happens causes more damage though I drive minimally. At this juncture its no longer about just shocks not being good for my vehicle id have to redo along with other issues stemming from this.  This isnt something that should fall on me financially Let me know what if any reasonable solution you may have,needs some form of resolve or resolution be it w/ you, corporate or another step. Please advise

  Please see attached document

   

   

  
  

  Business response

  02/28/2024

  Thank you for providing the documentation from a 3rd Party.

  At first glance, it looks like this vehicle needs everything from windshield wipers, bulbs, suspension, drivetrain and tires. As I have repeatedly stated to you, the BBB via your "complaint", and now with validation from a dealership - your vehicle continues to be in a declining state and needs either a significant investment or to be retired. We have known that since the day you became a customer. What I attempted to do all along is perform safety related repairs vs. nuisance issues and continuously encourage you to stop investing in this Jeep because of what you presented as financial hardship. 

  Regardless, I will review in detail the work we performed vs. the findings of the dealership and go from there.

  Also, there is no corporate - we are an independent repair facility, 

  Customer response

  02/28/2024

   
  I am rejecting this response because:
  The vehicle was fine with new transmission it had no suspension /steering/driving issue at all prior,hence your own quote and when you said it needed something preventive maintenance I scheduled it. Its older age is because of proper care and maintenance. It isnt safe and was not ever this way prior. Yes please review it doesnt take a mechanic to see how work/parts/ etc relate to the damage caused now or that I already paid for a part & install but it will need redone immediately. Again Id appreciate if you could help resolve this issue. ( its not safe )  I can acknowledge when a vehicle has been damaged beyond my scope of repair disability limits me & my income but feel I am forced to put myself in a financial hardship over this it isnt worth my life. I would never keep putting money into a vehicle unless it was sound, and the Jeep was inspected always ran great, Rhode great, and was very very reliable I can not say that now though . I do appreciate you looking further into the report it was $ 200. Out of pocket so yes, I requested a detailed inspection w a Jeep certified shop once I was directed to them. I thought that would also give you peace of mind. Please advise thank you 

  Business response

  02/29/2024

  I have reviewed your documentation provided against the actual work performed at my shop. There is NO overlap between what is wrong with your vehicle now - PER your third party - vs. the repairs we made. Period. 

  These are all the things we worked on (all invoices attached) and NONE of them are associated with what is wrong with the vehicle now.

  1. Exhaust Repair

  2. Axle Shaft Seals / ********************** *** Change / Filter Change

  4. Upper and Lower Control Arms and Shocks (All ******************* *** Pan Gasket

  6. Pinion Seal

  7. Crackshaft Seal

  8. Timing Cover Gasket

  9. Timing Damper

  10. Harmonic Balanceer

  11. Transmission Gasket

  12. A/C Blower Resister

  100% of what your vehicle now needs is DRIVETRAIN related - components for which we have NEVER WORKED ON.

  Furthermore, you have put roughly FIVE THOUSAND MILES on the vehicle since we worked on it (******* when it left my shop and now ******* when ******** looked at it 02/2024.

  Based on the REALITY of the situation, your request for a replacement vehicle is completely out of line and any further financial assistance from my company will NOT be forthcoming. 

  Also, by way of third party validation, this 5 star review just came in yesterday. This is the way we treat customers.

  Google - 02/28/2024 - "As a woman without mechanical knowledge I dread going to the mechanic. BUT, my experience with Muffler Master let me know there are still honest, down to earth business people! The customer service, service to my vehicle, and overall experience was A+. The ladies in the front are awesome, my mechanic was awesome and the pricing was fair! I will visit them when I have an issue." 
  

  I wish you luck and will end by saying what I said when you first came into this shop - your vehicle needs a lot of work and I recommend you putting no more money into it but towards another vehicle. 

*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. ↩