CJ'S MUFFLER & BRAKE AUTOMOTIVE

[redacted] came into our shop on 2/27/with a check engine light and upon scanning the check engine light with a diagnostic computer, only one error code was presentThe error code stated the oxygen sensor was faultyI talked to [redacted] directly and gave him an ESTIMATE of $to replace the oxygen sensor as it was the only code present at that timeVery simple diagnosticsHe agreed and I went to check his part and labor actual cost which came to $I talked again to the customer stating the ACTUAL price which was unfortunate but the original estimate was in no way the final price and he was in no way forced to do the repairI had not looked up the price yet, he had simple asked for a cost before I was able to look up exact pricingI in no way gave him any forced purchasing advice and no labor or part purchasing was done until he agreed to the $quoteHe said he "had to get it done no matter what" which is true with trying to get the car ready for inspectionWe completed the work and reset his check engine light, he paid and was out the door without issues [redacted] comes back on March 29th stating we did diagnostics on his oxygen sensor and demanded a refund before giving us a chance to check the car firstHe stated he had already taken the car to another shop and had the necessary repairs doneDoing so gave us no chance to help him address the check engine light correctly through us, his original repair shopHe had stated the light came back with a new code for the catalytic converterThis was NOT a diagnosticsHis first visit here, he had a different code present and once it was fixed, a new, different code is now presentThis is a very common issueThe oxygen sensor was faulty and unable to detect any issues with the catalytic converterBut since we had replaced it and the sensor was now working, it was able to detect a faulty catalytic converterNo matter what, both parts needed repairs, it was only until the oxygen sensor was now working was it able to detect a faulty catalytic converterWe tried to explain this to our customer and he stated no, that we were wrong and he wanted a full refundHe felt we were blowing him off and did not want to hear himWe do not refund labor in any case, this is a shop policy displayed in our waiting roomSecondly, we cannot offer a full refund when the vehicle has a different issue than what we correctly repaired during his first visit [redacted] was not intentionally being rude or refusing to help the customer, but we can not help if the customer comes in only wanting a full refund and not understanding our explanation of how the catalytic converter being faulty was not a result of misdiagnosis.At Cj's Mufflers & Automotive we try to be as transparent as possible with repairs and explain diagnostic results for complete customer understandingWe are more than willing to help [redacted] further understand the process of how oxygen sensors and catalytic converters work together so there is no confusion or feeling he was taken advantage of by our shopWe do not give out information for our customers to come back upset wanting refundsWe have a strong positive customer base and want to continue upholding that.Thank you

Hello [redacted] To start, I'am not sure where you are getting your numbers fromYou are asking for a refund in the difference in price between what you paid for the oxygen sensor and we charged youYou are claiming there is $price difference? We charged you a total of $200, part cost was $and labor charge was $Refunding you that amount surpases markup by a large amountWe used the OEM part for your vehicle, which is definitely not a mark up of $I can assure you thatWe did not use a discount or store brand for your vehicle if that is what you are basing your number off ofAlso the diagnostic computer we use, which is on a daily basis, is very accurateIt does not misdiagnose, it is a very straightforward diagnostic toolIf anything it gives us exact information to which we use for further diagnostic measuresWe do have advanced diagnostic machines as well but in a case like this, they are not neededThis is a very common issue on many vehicles and in no way do I discredit any mechanic shop or yourself, but it is not about a diagnostic computer doing a misdiagnosis hereThe computer pulled up an oxygen sensor error onlyOnce fixed, it pulled up a catalytic converter code apparently to which we were not given the chance to see or diagnose ourselvesReason for the new error was the repair of the oxygen sensorI do understand the frustration in fixing a defective part only to reveal another defect but that is beyond anyone's controlVehicles have a very expanded error code systemA catalytic converter code will only be exposed if there is an issue with said part, but if the sensor that detects a faulty converter is not working, then you will never get a faulty converter code until it is fixedThat is what has happened here I simply cannot off a refund of $on the grounds of I don't know where the idea of you believing our markup is over 60% of a parts cost, you not bringing attention to us of a check engine light returning to which we would have assisted you without hesitation, and also on another shop reporting we did a misdiagnosis when they were not present or had did a diagnostics previous to you coming to our shopThat is a policy that is widespread used in automotive repair shopsI'am here to answer and assist your concerns thoughWhen you visited our shop you requested a full refund to which we deniedMaking this complaint through Revdex.com, you are now requesting an $refund based on the difference in part cost and markupYou believe the part costed $but in fact, your total invoice was for $That total price included parts and labor chargeYour invoice displays thisThese are the facts we are presentingYou have every right to display your unsatisfaction where ever you would like to, just as Revdex.com is available to show responses from a business as well and try to help the customer - business relationshipYou are more than welcome to give us a call or stop by the shop once more if you would like for me to discuss this issue in person with youWe have zero desire to falsely repair vehicles to lead to issues like this and stand by our workNo one here would purposely upset a customer then bother dealing with such issues but we make ourselves available at every chanceYou have our information if you would like to go over this information and I can personally show you how we base our diagnostics and pricingThank you

*** *** came into our shop on 2/27/with a check engine light and upon scanning the check engine light with a diagnostic computer, only one error code was presentThe error code stated the oxygen sensor was faultyI talked to *** *** directly and gave him an ESTIMATE of $to replace the
oxygen sensor as it was the only code present at that timeVery simple diagnosticsHe agreed and I went to check his part and labor actual cost which came to $I talked again to the customer stating the ACTUAL price which was unfortunate but the original estimate was in no way the final price and he was in no way forced to do the repairI had not looked up the price yet, he had simple asked for a cost before I was able to look up exact pricingI in no way gave him any forced purchasing advice and no labor or part purchasing was done until he agreed to the $quoteHe said he "had to get it done no matter what" which is true with trying to get the car ready for inspectionWe completed the work and reset his check engine light, he paid and was out the door without issues*** *** comes back on March 29th stating we did diagnostics on his oxygen sensor and demanded a refund before giving us a chance to check the car firstHe stated he had already taken the car to another shop and had the necessary repairs doneDoing so gave us no chance to help him address the check engine light correctly through us, his original repair shopHe had stated the light came back with a new code for the catalytic converterThis was NOT a diagnosticsHis first visit here, he had a different code present and once it was fixed, a new, different code is now presentThis is a very common issueThe oxygen sensor was faulty and unable to detect any issues with the catalytic converterBut since we had replaced it and the sensor was now working, it was able to detect a faulty catalytic converterNo matter what, both parts needed repairs, it was only until the oxygen sensor was now working was it able to detect a faulty catalytic converterWe tried to explain this to our customer and he stated no, that we were wrong and he wanted a full refundHe felt we were blowing him off and did not want to hear himWe do not refund labor in any case, this is a shop policy displayed in our waiting roomSecondly, we cannot offer a full refund when the vehicle has a different issue than what we correctly repaired during his first visit*** *** was not intentionally being rude or refusing to help the customer, but we can not help if the customer comes in only wanting a full refund and not understanding our explanation of how the catalytic converter being faulty was not a result of misdiagnosis.At Cj's Mufflers & Automotive we try to be as transparent as possible with repairs and explain diagnostic results for complete customer understandingWe are more than willing to help *** *** further understand the process of how oxygen sensors and catalytic converters work together so there is no confusion or feeling he was taken advantage of by our shopWe do not give out information for our customers to come back upset wanting refundsWe have a strong positive customer base and want to continue upholding that.Thank you

Hello *** *** To start, I'am not sure where you are getting your numbers fromYou are asking for a refund in the difference in price between what you paid for the oxygen sensor and we charged youYou are claiming there is $price difference? We charged you a total of $200, part cost was $and labor charge was $Refunding you that amount surpases markup by a large amountWe used the OEM part for your vehicle, which is definitely not a mark up of $I can assure you thatWe did not use a discount or store brand for your vehicle if that is what you are basing your number off ofAlso the diagnostic computer we use, which is on a daily basis, is very accurateIt does not misdiagnose, it is a very straightforward diagnostic toolIf anything it gives us exact information to which we use for further diagnostic measuresWe do have advanced diagnostic machines as well but in a case like this, they are not neededThis is a very common issue on many vehicles and in no way do I discredit any mechanic shop or yourself, but it is not about a diagnostic computer doing a misdiagnosis hereThe computer pulled up an oxygen sensor error onlyOnce fixed, it pulled up a catalytic converter code apparently to which we were not given the chance to see or diagnose ourselvesReason for the new error was the repair of the oxygen sensorI do understand the frustration in fixing a defective part only to reveal another defect but that is beyond anyone's controlVehicles have a very expanded error code systemA catalytic converter code will only be exposed if there is an issue with said part, but if the sensor that detects a faulty converter is not working, then you will never get a faulty converter code until it is fixedThat is what has happened here I simply cannot off a refund of $on the grounds of I don't know where the idea of you believing our markup is over 60% of a parts cost, you not bringing attention to us of a check engine light returning to which we would have assisted you without hesitation, and also on another shop reporting we did a misdiagnosis when they were not present or had did a diagnostics previous to you coming to our shopThat is a policy that is widespread used in automotive repair shopsI'am here to answer and assist your concerns thoughWhen you visited our shop you requested a full refund to which we deniedMaking this complaint through Revdex.com, you are now requesting an $refund based on the difference in part cost and markupYou believe the part costed $but in fact, your total invoice was for $That total price included parts and labor chargeYour invoice displays thisThese are the facts we are presentingYou have every right to display your unsatisfaction where ever you would like to, just as Revdex.com is available to show responses from a business as well and try to help the customer - business relationshipYou are more than welcome to give us a call or stop by the shop once more if you would like for me to discuss this issue in person with youWe have zero desire to falsely repair vehicles to lead to issues like this and stand by our workNo one here would purposely upset a customer then bother dealing with such issues but we make ourselves available at every chanceYou have our information if you would like to go over this information and I can personally show you how we base our diagnostics and pricingThank you

Complaint: ***
I am rejecting this response because: 1) I never requested a full refund instead I requested compromiseMy suggestion as indicated in my original message was that CJ's Muffler refund me the difference between actual part cost and what I paid, which I think should add up to approximately $2) I have reached out to multiple muffler shops including A&B muffler in Grand Prairie who properly diagnosed my carThe information I received was that it depends on type of diagnostic equipment you useSome diagnostic equipment will give you multiple codes clearly indicating which parts are failedOn my case an advanced diagnostic equipment like the one A&B muffler used could have displayed two error codes assuming both oxygen sensor and catalytic converter was badAdditionally I was made aware that the simple diagnostic tool similar to what CJ's muffler has (same as what *** uses) will usually display a generic code alluding to bad oxygen sensor even if the catalytic converter was the faulted part. Also the simple diagnostic tool will not clearly identify which oxygen sensor is faultedBased on these facts I don't belief my car had an oxygen sensor problem3) CJ's muffler would have been honest enough and volunteer information like what *** says that you need to confirm actual problem from the dealership or from a muffler shop (read muffler shops with the advanced diagnostic tools). Again, I would like to reiterate my desire to find common ground like I communicated to *** *** at his shopI strongly belief that a fair approach favorable to both of us is for CJ's muffler to issue a refund of approximately $and I get to pay for direct cost of the part which will be $in this caseIf CJ's muffler continues to misrepresent facts and decide to stand their ground, then I will not have no option but continue pressing this issue by clearly reporting facts in every public forum availableThis is intended to provide factual information to every customer out there so they don't end up losing money like I didI hope we don't take this route
Regards,
*** ***