Allstar Discount Muffler Inc.

This is *** ***, owner of Allstar Discount MufflerIn years of running a high volume exhaust shop I am happy to say this is the first time I have had to respond to a letter of this natureThis may be a bit confusing as the manager of my shop is named *** *** and the other
repair shop involved is ***’s *** *** at *** *** ***, *** *** ***No relationship.The car in question came into my shop on 10/22/and the catalytic converter replaced under warranty for free along with an exhaust pipe and muffler for a price of plus taxthe manager, *** ***, received a call from the customer, *** ***, on 10/30/saying that the converter was overheatedShe neglected to mention that she had taken the car that day to ***’s *** *** at *** ** *** *** in Cleveland Ohio*** *** asked the lady to bring the car in on Monday 11/2/It was at the this time she showed *** ***a receipt from ***’s Auto Service*** *** proceeded to call ***’s *** *** at *** *** and spoke to the mechanic that worked on her car***’s Auto Service explained to the woman that she had a bad control module and replaced itThe faulty control module was the source of the raw fuel being dumped into the converterThis in turn caused the converter to overheat, damaging the material inside*** *** explained this to the lady in great detailSaying that the overheated converter can only be caused by one thing and that is having too much raw fuel dumped into itAgain, the source of the raw fuel was the faulty control moduleNo catalytic converter company warranties their converters for damage caused by a faulty engine part (copy of warranty statement included)We also have posters on our waiting room explaining this factThe woman was unhappy with this explanation*** *** explained that I, the owner was out of town but she could feel free to call me on Tuesday 11/3/15.*** *** called me *** *** the owner, on 11/3/I explained to her in great detail that the source of the problem was the control module and that this is absolutely nothing inside a converter that that could cause it to overheatI had offered, as a customer courtesy, to replace the converter at my castI offered to show her the receipt of what I had paid for it f she would like to see itI told her there would be a $service charge to cover the cost of the materials involvedThis would not cover the cost of paying my employee to install the converter and the materials involved and I would still be losing moneyI was willing to do this as a customer courtesy*** *** seemed to accept thisShe did ask that I provide the phone number to the converter maufacturing company so she could call them to see if they would warranty it, which I providedHer last words to me were “all they can say is no.”On Monday 11/9/I received your letter regarding this complaintWe immediately tried to contact ***’s Auto Service by phoneAfter phone calls went unanswered I sent *** *** directly to ***’s Auto Service to verify that we indeed did call him on 11/2/*** *** called me on his cell phone from ***’s Auto Service and I personally heard the owner acknowledge our phone call on 11/2/and the fact that he did replace the control module, the source of the problemI asked *** *** to ask the owner of ***’s Auto Service to provide us something in writing to that effecthe said he was too busy to do it today but her would do it tomorrowOn Tuesday 11/10/after more unanswered phone calls I again sent *** *** to *** Auto ServiceWe again we told he’s too busy and to come back tomorrow.In closing, *** ***’s letter states that we did not call the repair shop that worked on her carThis is completely untrueAs I’ve stated, I personally heard on 11/9/the worker acknowledge the phone call that occurred on 11/2/She also failed to mention that I was offered to replace the converter at costThis is a high volume shop that prides itself on customer satisfactionWe have an impeccable record with the Revdex.comiI believe I have bent over backwards to try to appease this customerIf I can be of any further help, please contact me at *** ***( shop) or * *** *** ( cell)Thank you Sincerely, *** ***

Company responded by handwritten response that has been transposed by Revdex.com staff-***ALLSTAR DISCOUNT MUFFLER*** *** *** ***
*** *** ***
***Re: Complaint ID # *** In deed the customer did get a new catalytic converter which he paid forHe did not pay for a new sensor
My mechanic took the time to save the old sensor instead of charging him for a new oneObviously the other shop wanted to charge him for a new one when the old one is working properlyInstead complaining he should be thanking us for not charging him for something he doesn’t needThe Osensor is obviously working fine because that is what showed us that the engine has a misfireThe misfire is most likely what caused his old catalytic converter to failAs far as how long it took to get the job done, this was because of all the rust that had accumulated on the manifoldTHe customer is right in saying it took a lot longer then expected yet we didn’t charge him anything for the extra labor involvedAgain, he should be thanking us, not complainingMisfires are not caused by new catalytic convertersEverything we did is working properlyCustomer was not advised that if the engine misfire is not repaired expediently it could damage the new converter and void his warrantyIf we can be of any further assistance, please don’t hesitate to callSincerely *** ***, Owner shop *** *** cell *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]