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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Fort Collins Muffler & Automotive meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fort Collins Muffler & Automotive include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Occupational/Industry License Database Colorado
1560 Broadway Ste 1350, Denver CO 80202
Type of Entity
Business ManagementMr. Brian Dwyer, Owner Mr. Evan Harding, Manager
Auto Repair & Service Wheel Alignment, Frame & Axle Service - Auto Auto Services Diesel Engine Suppliers
Alternate Business NamesFort Collins Muffler and Automotive J & M Distributing, INC
Industry TipsAuto Repair & Service
2001 S College Ave
Fort Collins, CO 80525 (970) 484-0866 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
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Additional Phone Numbers
- (970) 689-3581 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: On 3/11 took our 05 ford f150 for repair which had problems w stalling occasionally. After paying $2500 and price gouging on parts ($140 vct solenoids at dealer vs $423 at fc muffler). Pick up truck 11/14 only have it stall out on way out town. Returned and kept till 11/17...I had call them always...finally tell me they put really expensive parts(cam phasers) that I didn't approve, and still doesn't run. A manager suggests building a new engine....wow...they already racked up $2500(paid) plus phasers, and now they said I need a new engine. Clearly they didn't have a clue what was wrong or how fix it. I panicked because these timing chain issues can ruin an engine if done wrong. Knowing how incompetent they were, I had my truck towed to a ford dealer for a diagnosis. It was going be $150 to diagnose but the truck now made a god-awful noise when they started it. A problem we never had before so the dealer was charging extra $550 to have mechanic diagnose problem and take apart engine that takes about 6 hours. They discovered the new vct solenoid was incorrectly installed and had been damaged. Also the new cam phasers were installed wrong and damaged. Both installed by ft collins muffler. Additionally, there were some minor parts needed that they ignored. The employees involved are **** ******* (serv mgr), ***** *****(0wner), and **** ******* (serv mgr). Now it's going on a third week without the truck. The ford dealer estimates the cost new repairs at $2800. I spoke with ***** and **** today with nothing resolved. I had to contact them like always....no one has initiated contact with us ever since we returned the truck 2nd time after it failed. I was left in the dark with no explanation....awful customer service....especially under these circumstances...no apology... no refund ...nothing at all. I want them to Take Responsibility and refund our money plus extra expenses incurred including the cam phasers(that I now have to replace) and the dealerships cost to diagnose.
Desired Settlement: I want a refund of the money I have paid them plus cost of installing new cam phasers plus extra cost of having Ford dealer diagnose the problem including taking the engine apart . I have documents supporting all of this.
We understand this has been a frustrating experience for ****. We gladly welcome a third party like The Better Business Bureau to mediate a resolution for this situation. **** and I spoke around noon on Monday 3-24-14. During that call **** expressed her concerns and frustrations. I explained to her we would be looking into it and that either I or **** would contact her later that day which we did. I shared with **** that we would know more on Tuesday 3-25-2014 after talking with the persons involved with the diagnosis at the dealership. I eventually asked her what would it take to make her happy and she stated she wanted us to reimburse her in the amount of around $3200.00. I offered to call and update **** on Tuesday and she agreed that would be ok. My Service Manager and General Manager ****
We stated in our first response and still want to resolve the situation. We have not offered anything concrete as we do not know if ******** **** Ford has been able to repair the vehicle or if something we did caused the vehicle's issues. We want to ensure that ****’s vehicle is repaired correctly and the situation is handled fairly. Once the vehicle is fixed we should be able to determine what and if anything we did actually caused further complications with the vehicle. **** stated the job wasn't done properly, but we have been told differently by persons at ******** ****. After ****'s outburst in the lobby of ******** **** to us, it does not seem very likely that a call from us would be appreciated. We feel that a third party will be the most beneficial option to help us reach a conclusion in the event we are unable to communicate with **** productively. We are by no means saying that we do not want to be held accountable. In the event that we have done something incorrectly we absolutely want to make sure that **** and her vehicle are taken care of. The lines of communication have to be reopened in order to find a solution. We are eagerly waiting to hear from **** or the BBB so we can get this handled as soon
Business Response: After receiving the estimate from ******** **** Ford, which did not include the invoice that was paid for diagnosing the vehicle, we feel that arbitration would still be the best path to follow. We have telephone recordings of conversations that took place between **** and ****, as well as the conversations with ******** **** Ford. We look forward to having the arbitration, to have a resolution that is fair for all parties involved.
Better Business Bureau:
I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID *******. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decided to pursue legally or via other avenues.
Also I want to make sure that this case is marked "unresolved" since obviously we don't have a resolution at this time.