Complaints

This profile includes complaints for House of Mufflers & Brakes Total Car Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

House of Mufflers & Brakes Total Car Care has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  House of Mufflers & Brakes Total Car Care

  8906 Maple St Omaha, NE 68134-6128

  
• 

  House of Mufflers & Brakes Total Car Care

  301 Fort Crook Rd N Bellevue, NE 68005-4648

  
• 

  House of Mufflers & Brakes Total Car Care

  2717 Leavenworth St Omaha, NE 68105-2308

  

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:08/26/2024

  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.

  I brought my car there to fix catalytic converters. They did the work, costed me about $3,600, after I got a little ways from there shop it started shaking badly and not performing right when I got home took to someone and they said the welds aren’t good and the pipe isn’t properly mounted and it was leaking a lot. I had asked them to fix it and ****** working the front desk said yes it came with a warrenty and they can go ahead and fix it. When I got there it was doing it I showed him in person and then took a video as well. He said he would get it right in and looked at so I gave him the keys. They said other things needed done such as spark plugs and I believe a wheel bearing I said that’s fine to do those but the main thing is the exhaust. They had done everything and the bill came to $1000 and nothing on there about the exhaust and he said they covered that got it taken care of. After I payed I went out and looked at it and it still was messed up almost as they didn’t even touch it. I tried to talk to him but he said they have to order parts and I’ll have to come back. At this point I had disputed the charges because I personally felt robbed and like it was the right thing to do but they put the charged back on my card since it wasn’t “probable cause”or whatever. Fast forward I was coming back to Omaha and the operation manager calls and says that house of mufflers will no longer work on my vehicle because I had been a hassle and I disputed the charges. Well at this point I would just like a refund because I don’t trust that the shop can actually do the work they showed how poor they work on exhaust and they clearly showed they are angry with me and I don’t want any sort of retaliation that’s why I ask for refund. There is a lot of people getting involved in this because I just wanted my car done correctly.

  

  Business Response

  Date: 09/06/2024

  This young man (18 or 20 years old) who goes by both ***** ***** and ***** **** has shamelessly misrepresented the circumstances of his situation. He first brought his vehicle in on April 8, 2024 and we replaced the catalytic converters on his vehicle, per his explicit authorization. He brought his father with him, who paid for most of the work ($2,399.46) wtih his Visa card and *** ***** * **** paid $1,300 with his own Discover card. Then, weeks later, without contacting us directly, he posted a negative review on Google, stating that he asked us why the catalytic converters were smaller than the original ones and accused us of messing up by installing the wrong parts. He claimed that we refused to service him without "bringing another $4000 welp lost $4000 to these guys".
  

  We were horrified to see the review and tried repeatedly to reach him by phone to discuss the statements in his review and to ask that he bring his vehicle back in so that we could inspect it. He refused to take our calls or return our calls after messages had been left. We finally responded to the Google review, explaining that the converters we installed were the correct ones for his vehicle and that we didn't understand why he believed that they were the wrong parts. We stated that we had made multiple attempts to reach him to clear up this misinformation. We asked that he consider reversing his review since there was no wrong-doing. Our Store Manager was completely dumbfounded by what *** ***** * ****** complaint was about.

  On May 28, 2024, we received notice from our merchant credit card processor that *** ********** was disputing the $1,300 portion of the invoice from April 8th which he paid for with his Discover card, contending that he "didn't get the service process and he contact the merchant no resolution". We were asked to provide a copy of his signed credit card receipt, so we did this and that's the last we heard of the dispute. There was no chargeback.
  

  Shortly after this, he talked to our Store Manager and agreed to bring his vehicle in. He said that it was making a noise which was not the case after we performed the work in April. On June 25, 2024, *** ********** returned to our store. Upon inspection, it was discovered that this noise was unrelated to the work we performed back in April. Our Store Manager reviewed the other findings in the digital vehicle inspection, including the need for spark plug replacement, a fuel induction service, front wheel bearing replacement and an oil change. To remedy the noise issue, the Store Manager explained that he'd need to order parts to replace a couple of flex pipes and the right front CV axle, as well as have an alignment done. Apparently, *** ***** * **** lives in Kearney, NE which is 2 hours and 40 minutes from our shop here in Omaha. It's odd that he would bring his car to Omaha to be repaired, but nonetheless, he agreed to leave his car overnight to have most of the work done, but would have to come back another time for the flex pipes, CV axle and alignment. 
  He needed a ride to a hotel where he was going to stay overnight and then picked up his car the next day. On June 26, 2024, *** ***** * **** paid $1,613.12  with the same Discover card he used in April.

  On July 2, 2024, again without any contact from him, we were notified by our merchant credit card processor that *** ***** * **** was contending that he was not satisfied with the goods/services rendered on June 26, 2024 and he was requesting "the correct fix or a full refund". We replied by sending a copy of his signed invoice and credit card receipt, along with a summary of our dealings with him.  Apparently, his dispute was denied because we never received a chargeback.

  On July 12, 2024, *** ***** * **** made an appointment to come into our store and our Operations Manager happened to be working there that day. Our Manager explained politely, but directly that we would no longer be servicing him as a customer. No lengthy explanation was given - *** ***** * **** has fabricated that conversation.

  On August 6, 2024, he engaged an attorney to send us a letter, accusing us of performing work that *** ********** did not authorize and accusing us of treating him unfairly, suggesting that we were in breach of contract and breach of the covenant of good faith and fair dealing. We replied to his attorney with a summary of our dealings with *** ***** * ****, notifying him that *** ***** * **** was not being truthful, had publicly slandered us and was attempting to defraud us. There is nothing to support his grounds for legal action. We stand behind the quality of our work, the installation of the correct parts and it was all explicitly authorized by *** ***** * ****. We suggested that his attorney ask *** ***** * **** if he has ever disputed payment for services rendered before because this might inform how he'd like to proceed with representing his client. We never heard from the attorney again.

  On August 22, 2024, a mysterious person named ********* posted a negative Google review, alleging " Unknowledgable, rude people!!! Would not recommend unless you want high bill and issue not fixed!!!..."  We have no customer with the name of ******* who has had work done at that store location since before 2015. What's also interesting is that ********* has given poor reviews to businesses in Kearney, NE. Perhaps ******* is acting on behalf of or is actually a disguised profile for *** ***** * ****. There's no way for us to know, but it seems like more than a coincidence and we have reported this as a fake review to Google.

  There is other enlightening information surrounding our dealings with *** ***** * **** which we can furnish directly to the Better Business Bureau, but is not being posted publicly here. The BBB may contact our company directly by phone to request this information. 

   

• Initial Complaint

  Date:06/30/2023

  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.

  I had an exhaust leak on my vehicle, still do. The guy running the shop said he “found an article online” but didn’t turn the computer to show me this “article” the service was for a liquid poured into my cars engine and it would make my leak stop. It has actually made it worse by now adding a gas leak smell. I called twice with no answer.
  Service was done on May 18 2023
  I contacted my bank and let them know that the charge was fraud charge due to there “magic liquid” which I never saw them pour in. The guy also instructed me to get premium gas because it would help the “magical liquid” work more. I would like my refund.

  

  Business Response

  Date: 07/05/2023

  Mr. ************ is not being forthcoming in his complaint. He brought in his 2013 Chevrolet Cruze on May 18, 2023, stating that there was an exhaust odor inside his vehicle. He assumed that it was caused by an exhaust leak and asked our Manager, ******* ***** for an inspection of his vehicle to investigate the problem. This was done and no exhaust leak was found. It was determined that the culprit was most likely carbon build-up in the engine and ******* recommended a fuel induction service to be performed and that he use premium fuel going forward. This was a legitimate recommendation from a very seasoned automotive professional who manages our shop. On the initial work order, our Manager did a thorough job of documenting the situation and the rationale for his recommendation for a fuel induction service, all of which is printed on the invoice. Mr. ************ authorized this service, it was completed and he paid his invoice of $216.29 at 2:07pm that day. (Copies of his signed invoice, our warranty and the signed credit card receipt are attached.) We never heard from him after that.
  
  Without ever contacting us, Mr. ************ initiated a chargeback with his credit card company. He falsely claimed to them that that he had attempted to resolve his dispute with us  and that he never received what he paid for. Neither of these is true. The service was performed, he was told the reason for it, he authorized it and he was notified that she should use premium fuel to prevent carbon build-up in the engine in the future. He never contacted us after the initial service was performed. The credit card company denied his chargeback, so apparently he's now decided to take the tact of slandering us. His allegations that he never saw us pour in "magic liquid" and that we fraudulently charged him are quite frankly, offensive. We've been in business for 53 years and we haven't come this far by cheating customers and being unethical.

  Before this was brought to the Better Business Bureau, our Operations Manager made 2 attempts to call the customer to discuss his complaint and he left 2 voicemail messages. Mr. ************ won't return his call. He simply refuses to cooperate and be truthful with his complaints. We will not be issuing a refund to him.