Garrettsville Dental Group

Thank you for the opportunity to respond to our customer's complaintAlthough the complaint gives no reference to a vehicle make, model or year, I believe this complaint is referring to a Mercury MarquisDuals were installed from the catalytic converters back on 4-11-in the amount of
$377.64. While services were being performed our technician noticed a brake line at the rear of the vehicle had been improperly replaced*** *** was shown the issue and was given a verbal estimate on replacing the brake line properly at which time he stated he had just recently purchased the vehicle and the previous owner had replaced the brake line*** *** said he just wanted to replace the exhaust and did not want to replace the brake lineWhile performing the services, the technician secured an emergency brake cable so it would not receive damage from the new exhaustUpon completion of the job, there were no brake lines near the exhaust to cause any of damage nor had there been any brake lines "tied up" as *** *** has statedAt checkout/pickup *** *** was informed that he had a drooping emergency brake cable that had been tie strapped up out of the way and is mixing these two separate issues together*** *** called the store on 4-13-with his complaint demanding a refund.He told the tech that his car had caught on fire and he felt the damage was caused by the installation of the exhaustAs you can imagine, the tech was very concerned at hearing thisHe questioned further into the situation and learned the fire originated at the front around the vehicle's brake master cylinderThe tech then knowing this was an area of the vehicle that was not worked on and is at least feet away from the closest point of repair then tried to inform *** *** on other reasons that could have caused this fireThe tech was trying to tell *** *** about a Ford/Lincoln/Mercury recall when *** *** hung up on the tech ending the call. Here at Ralph's Muffler Shop South, Inc.we greatly concern ourselves with the well-being and safety of all our customers and in fact if any mistakes are made or damage caused by any services performed, no matter how minor, we would rectify the situation immediately and to the satisfaction of all customersUnfortunately in this case, we in full confidence, feel that we did not cause the damage alleged in this complaintUpon hearing *** ***'s description of the origin of the fire and having full knowledge of the way in which *** *** described this event this could not happen to any vehicle, this isn't possibleExhaust cannot get hot enough to the point that it would make a brake line glow redThis is simply mechanically impossible. Based one the descriptions *** *** gave where this fire occurred and what was burned the technician was trying to inform *** *** of a Ford/Lincoln/Mercury recall pertaining to Mercury Marquis years 1992-This recall #*** is a recall on the brake pressure switchThe brake pressure switch is mounted in the master cylinder and has and can electrically short out and cause the wiring harness attached to the brake pressure switch to catch fireThis brake pressure switch wiring harness is directly located under the brake master cylinder reservoirThis electrical fire catches the brake master cylinder reservoir on fire as well. I am attaching an article concerning the Ford/Lincoln/Mercury recall to this response*** *** can simply Google "Mercury Marquis brake master cylinder fire" and numerous links will pop up pertaining to this Ford/Lincoln/Mercury recallI am truly sorry that this matter cannot be resolved to the customer's satisfaction and am greatly relieved that both *** *** and his daughter were unharmed in this incident, but in this case I can't agree to the customer's settlement request*** *** has only given an opinion on how he thinks this fire started with no actual facts that any services performed to his vehicle by Ralph's Muffler Shop South, Inccaused any damage to his vehicleI feel this was an unfortunate coincidence but we simply didn't cause any of this damage. Sincerely, Paul *** President Ralph's Muffler Shop South, Inc

Revdex.com:I did not hang up that's very unprofessional on for me to me concerning my vehicle ..they did not give me a estimate on my brake lines or I would've paid and yes I have looked at the recall and there isn't any open recalls on my car at the time ..I do still have a warrant on my exhaust excuse my Stubborn self I was jus worried about the safety of my daughter and making a living ..
[redacted]

Thank you for the opportunity to respond to this complaint. Mr. [redacted] indeed got his converter replaced on 3/16/2018. He later contacted the store alleging he went to the dealership where a service tech visually inspected the vehicle and informed him we put on a faulty part and further offered to...

replace the converter for him again, this time free of charge, all because of the trouble and inconvenience he experienced at Ralph's Muffler Shop. The manager asked Mr. [redacted] to bring the vehicle back so it could be looked at and the customer refused to do so and demanded to speak to the owner and a refund of all his money. The owner returned the call, at which time Mr. [redacted] went through the same story stated above and again demanded a full refund without returning the vehicle to the shop for our own inspection. The owner tried to tell him that it is impossible to tell a converter is faulty or will or will not work simply upon visual inspection, at which time Mr. [redacted] exclaimed the customer is always right and he was getting his refund or he was contacting Revdex.com. He also claims (repeatedly 10-15 times) that Ralph's Muffler was ripping him off since we wanted to see what he was talking about before issuing a full refund for services we provided.Upon research of 2011 Equinox's, it was found that GM is replacing all converters on 2010 & 2011 Equinox's for free to 10 years or 120,000 and that they are also reimbursing any customer that paid for a converter replacement. Mr. [redacted] vehicle falls within these guidelines. Mr. [redacted] is going to get a refund through GM getting a converter and wants a refund from me also, but called Ralph's Muffler thieves, all while he's trying to commit fraud. He will not be getting one from Ralph's as we provided the parts and service he requested. I have attached a copy of his invoice from 3/16/2018 which also states there is no warranty for converter failure due to engine issues (something had to cause the original converter to fail) and a copy of the guidelines of the special converter coverage as well as how Mr. [redacted] can seek his refund through GM.Further, Ralph's Muffler requests Mr. [redacted] to retract this complaint as he was unwilling to let us try to fix, or even look at, the issue prior to contacting Revdex.com as well as Mr. [redacted] has flat lied in his complaint. Dealerships don't give parts or services for free to anyone, ever, not in the history of cars. Especially when they didn't even do the work being given away! Again, it is impossible to tell if a part is faulty, or will or will not work simply by looking at it. Millions of dollars are spent on product quality and testing to make sure that converters pass federal EPA regulations. The more this is looked at it appears something of a fraudulent nature is going on with this issue and if Mr. [redacted] doesn't retract this complaint and stop going down this path, I will be taking this complaint and all documents related to it to the Marion County Prosecutor's Office for investigation ans possible prosecution of fraud against my business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. Thank you for your time. I couldn't believe I was called a liar and a fradulant individual. Yes I was told ralphs wouldn't replace my converter due to engine problems but I did not have any engine problems with the faulty piece that was put in my car. Ralph simply doesnt want to own any mistake they cause.It simply wouldn't work in my gm car as I was told at the dealership I was at. I left ralphs muffler shop with my check engine light back on after in exactly 2 hours of the leaving shop. This means the job wasnt fixed or completed from the start. Yes I was asked to come back in but why would I trust ralphs again when they did not fix the problem the first time. I trusted them but ralphs failed and failed to own up to their mistake. I was offered after the job was done for a gm part which they should e offered the first time not after a weak job done and sent me on my way. Keep in mind im not a mechanic. The owner was rude and not customer friendly and still wanted to charge me more money to get the job fixed right.. I'm upset my money was wasted and time when I couldve went somewhere else but I trusted ralphs to fix it right but they failed to do so. I will be completing my small claims court and a possible lawyer for this $600 mishap and horrible service. Thank for your time Revdex.com!
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