Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went in to get my resonator and flex pipe replaced on my suv. I was extra cautious because I had a muffler shop take my catalytic converter off another vehicle I had previously and replace it with a pipe. While they were working on my car I noticed that they were replacing the parts that I requested but is now putting a long piece of pipe where the catalytic converter should go. Once they dropped my car and said it was ready, I asked the worker to show me where my catalytic converter is on my car and he was pointing by the engine compartment. I said, no where is the part that is supposed to go here( pointing at the pipe where it should be). He tells ne it was bad and the took it off. I said how did you know it was bad when you didn't check it, you only replaced what I told you to. If it was bad, you should have said something to me and not just replace it with a pipe. My catalytic converter was sitting on the side, in a pile of at least 30 other catalytic converters. They were going to steal mine if I didn't ask about it and I wouldn't have known otherwise. They then began to make excuses as to how it was a mistake and the car doesn't need that converter because it has 2. The car needs what I came in here with. They put a catalytic converter on my car, I don't even know for sure if that one was mine or someone else's they got out of that pile.

  Business Response

  Date: 08/04/2023

  ****, *******, August 4, 2023
  
  
  BBB Serving Northern *******
  
  Attention
  
  Skylar ********************* Specialist
  
  
                  Dear Sir or Madam, at Mufflers for Less we strive to perform at the highest standards of quality and customer service. Unfortunately, and also due to circumstances beyond our control, there was a misunderstanding between the technician and the sales representative. While the sales representative is knowledgeable about the work, sometimes miscommunication happens and the wrong part is removed. We understand that the customer was frustrated and unhappy with the work that was performed, even after a corrective action was taken, the part was put back in its place, and a special discount was applied to the transaction. However, the biggest fault on our part was to not put back a new converter instead of the original one in order to pacify the customer.
                  We can assure you that it is never our intention to make the customer feel cheated or mislead. Again, sometimes miscommunication leads to animosity and this turns into a very unpleasant exchange. We want to apologize to the customer for anything she may have felt happened and we want to invite her to come back to the shop to get a brand new converter installed instead of the one that was put on her SUV.
  
  
  Best Regards,
  
  
  ***********************
  Branch Manager

  Customer Answer

  Date: 08/11/2023

   I am rejecting this response because:
  I do not have confidence that you all will replace the converter and that another miscommunication might happen and something else gets taken off my car. You can supply the converter but I would prefer to have someone else install it instead, someone who is more trustworthy. 
  
  

  Business Response

  Date: 09/05/2023

  To Whom it May concern,

  As previously stated, we strive to provide the best customer experience possible. The fact that a miss communication happened once does not mean that it would continue happening towards a specific customer. That is actually a serious accusation from the customer. We have hundreds of satisfied customers every week. If this organization was not a good driven by customer experience, we would have been out of business long ago. However, if the customer wants to pick up a brand new universal catalytic converter, we will be happy to provide one. As long as the customer agrees to retract the assessment about our practices.

  Customer Answer

  Date: 09/13/2023

   I am rejecting this response because: I will not be taking back any of my comments as the statements are true and factual and this company needs to be held accountable for their actions. If a resolution can not be made, I can and will proceed accrodingly.