Complaints

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• Initial Complaint

  Date:30/11/2023

  Type:Billing 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.

  In August of 2023, my Jeep was rendered inoperable, and I had it towed to ****** ** Day St.
  I was counseled by the mechanic to secure a replacement motor, and did. When it arrived, delivered directly to the shop, even though the mechanic found it largely unusable, he proceeded to cannibalize parts from my defunct motor, and spent several unauthorized (billed) hours, driving my bill from the $****, to $**** upon my picking up my vehicle. I am told by other mechanics that this is not standard practice, to do unauthorized work, and when I approached the mechanic, he indicated that the motor that was purchased would have been inoperable as well. I then said that I very much was entitled to refuse that motor, and they would have secured me a further replacement. I am incensed at having my bill be 1/3 again more than I was expecting to pay. *** *** *** **** ** ****** ** ************ * **** ****** ** ** ******** ****** *** *** ***** *****

  Business Response

  Date: 14/12/2023

  THE BILL HAS BEEN PAID BY INSURANCE COMPANY ,,SHE PUT OUT NO PERSONEL MONIES SHE TRYING TO GET A REFUND,SO WE HAVE FORWARD LETTERS TO HER INSURANCE COMPANY,**** ****** ** *** ********* *** ***** *** ***** **** *** ********* ******* ****

  Customer Answer

  Date: 14/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My warranty company did not pay any portion of the cost of the replacement motor, and Econo Muffler received $**** from my extended warranty company to cover a portion of the replacement motor. I paid out of pocket for the motor, to ***, and the $**** was used by Econo muffler to cover their installation of same.  The replacement motor arrived damaged, and EM took it upon themselves to replace damaged pieces without authorization, increasing the labour portion of my bill. When the warranty company remitted my $***** I received the diminished "balance" left over from their payment on my behalf. $*** in cash. I am entitled to the refund I am insisting upon, because the shop had no business completing repairs to a damaged motor that I would have insisted on being replaced with a functioning item, then padding my bill, to take more of the warranty portion I WAS ENTITLED TO, based on my motor failing within the warranty period. It was NOT insurance, it was a covered warranty failure, and the $**** was legitimately mine, since EM had ME source the replacement motor, and their arbitrary repairs to the damaged motor were unauthorized. My quote was significantly lower, as I have submitted, and I am entitled to the inflated portion being returned. 
  
  * ** ********* **** **** **** ** ****** ** ********* * *** *** **********, I sourced (and clearly paid for!) the motor, they completed unauthorized repairs, and I am ABSOLUTELY entitled to the difference that they inflated my bill with. 

  In my estimation, that is $*** + taxes. 
  
  Sincerely,
  
  
  
  Cheryl ******

  Business Response

  Date: 21/12/2023

  In response to the complaint from Cheryl, she was informed of any and all parts that were required to be changed/purchased as the work was being performed.  The bill was not inflated in any manner as she DID authorize the repairs prior to doing said work.  Her extended warranty coverage paid for 100 percent of the repairs done,  She was also in contact with *** where she had purchased the motor from in an attempt to receive compensation.

   

  Customer Answer

  Date: 21/12/2023

  I ABSOLUTELY NEVER authorized Econo Muffler to rebuild the damaged motor using parts from my defunct motor!!

  I never got funds from my warranty company for the purchase of my replacement motor, but they HAD approved the warranty claim! *** was approached about my replacement arriving damaged, but since Econo Muffler never mentioned to ***, OR myself that there were deficiencies, I NEVER AUTHORIZED THEM TO CANNIBALIZE my original motor- therefore my replace and reinstall estimate WAS inflated by their arbitrary decision to put in several hours of UNAUTHORIZED repair time! Had I known, I would have RETURNED THE REPLACEMENT MOTOR TO **** PER THEIR POLICY. NOT paid more than $***+ taxes to repair a damaged on delivery motor!

  **** ******** ** ***** ** ***** ************ *** ****** ******