Lifetime Muffler Center, Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and I am fine with not receiving the refundThere were other issues with the business's response, but I will not press the matter; it is over and done withI had the issue checked out by another business where
they had the car for significantly less time and found that the issue was merely a hose needing to be replacedMy friends, family, colleagues, and associates have been made aware of my experience with Lifetime Muffler, and we have just chosen not to use their services ever againI thank you for your assistance in this matter
Regards,
*** ***

This is written in regard to Revdex.com complaint ID [redacted] in your letter to Lifetime Muffler dated July 18, 2014.   First of all, Lifetime was closed 7/4/14 which was on a Friday, also, Lifetime was closed the following week for vacation, a tradition Lifetime has observed for many years.  We haven't been open on a Saturday for about ten years - working 8-5 M-F. Our vacation time was posted in the window next to front door for two weeks.  Since I the owner - drove a '95 Lexus 300 from '98 - 2/14 - we felt comfortable about working on the Lexus in question.  [redacted], our mechanic, has knowledge on air bag suspension, we gave the job of diagnosing and possible repairing to [redacted].  (whatever car I'm driving - repairing of it is done by Lifetime.)  It took [redacted] alittle over half a day to dissemble, examine, and diagnose the problem.  We let the customer know.  The customer was told a rough estimate of $1000- for a used compressor plus $200 - labor, or we suggested replacing the air suspension with shocks, which would cost about $1000-.   Since we did what the customer wanted us to do, $75.00 is a really low amount for what was done.  The customer spoke to us about a lady who runs a garage who only works on foreign, specialized vehicle work  - her charge for doing what we did for $119-.  We feel justified in charging the amount we did for the same diagnosis a couple of other garages found the same as ours. (but charged more than us)  Therefore, the $75.00 will stand and no refund will be given.
Sincerely,
[redacted], Corp Officer

Review: On the 1st of July, 2014, at 9:37AM I contacted Lifetime Muffler and I spoke with [redacted] about bringing in my 1995 Lexus LS400 in for an air suspension issue. The front passenger air bladder had collapsed on itself, and the car wasn't really able to be driven. She told me to come in either that day or the following, but they would be closed on Friday for the 4th and Saturday (which I understood because they're only open for 4 hours on Saturday anyway). On the 2nd of July, a friend of mine drove from Roanoke, Virginia- [redacted] along with her three daughters to come and get me so that I could have my car towed from my mother's and taken to Lifetime Muffler, which I had also contacted Lifetime Muffler at 11:36AM, spoke with [redacted], just to let them know that I would be coming in that day. [redacted] once again told me to bring the car in- it was very short call.

[redacted] and I arrived to my mother's home and [redacted] came just a few minutes after we arrived. [redacted], the driver told me that he was a bit familiar with air suspension and it was he who determined that the front passenger airbag had collapsed in on itself and that it just needed to be pulled out so that the car could properly inflate. He told me that he didn't feel comfortable putting my car on the flatbed, and that I should slowly drive it to Lifetime Muffler while he and my friend [redacted] followed me. We did exactly that, and we arrived to Lifetime Muffler at approximately 1:38PM. I spoke with [redacted] once inside, told her the issues that I was having and what the tow trucker driver had told me to tell them about the front passenger airbag. [redacted] took my information, printed out the report and gave it to a man by the name of [redacted]. Now to give you a bit of background, I had met with [redacted] a few weeks before and I told him about my air suspension issues. The issue wasn't just with the front passenger side, but the rear driver side would leak and yet fill back up. He told me that the height sensors may need to be adjusted or there could be a leak in a line, so I felt confident taking my car back there once I had funds for the repair (the front passenger issue happened a few days later). Anyway, I left my car in their hands, ran to [redacted]'s car and we headed back to Christiansburg, Virginia.

The very next day, the 3rd of July, I contacted Lifetime Muffler at 10:49AM. I asked to speak with [redacted] regarding my Lexus, and the gentleman on the phone told me that he was currently working on my car and that he would give me a call back. He called me back at 12:03PM from his cellular phone and told me that he had taken all of the air out of my bladders to get the compressor to come on and it wasn't working. He removed the compressor and was able to get the compressor working through the relays and that the back of the car would rise, but not the front and it would only stay on for 4-5 minutes before overheating and shutting off. He told me that I needed a new air suspension compressor and that it would be a thousand dollars. He then stated that there was no guarantee that the new compressor would correct the issue. He also told me that I could switch to struts, but that too would also cost about a thousand dollars and it would be 200 dollars labor. I told him that there was nothing wrong with my compressor and that it was working fine before I got my car to them because I could hear it cut on and raise the front driver side and the back bladders. He told me that he would check into finding used ones and I started the search for used compressors as well. I had no luck, except with a man I met on a forum and he told me that he would give me all of his air suspension parts when he drove up to Virginia this August (super nice guy). I contacted Lifetime again 12:56PM and [redacted] told me that he could fill the air bladders back up but there was no guarantee that it would fix the issue. I told him to go ahead and fill them up and that I would continue searching. I contacted him again at 3:31PM that day and told me that his search had come up a bust for the used compressor and that a buddy of his would call him back shortly and that he would give me a call before the shop closed at 4PM. He didn't call.

I called Lifetime Muffler three times on Monday the 7th, at 9:33AM, 9:44AM, and at 10:26AM, and no one answered. I called [redacted]'s cellular phone at 10:29AM, he answered and I explained who I was. He told me that the shop was closed for the week, and that they would be open on Monday. I was shocked and speechless. I said okay and disconnected the line. I called him again at 1:46PM and asked if there was an Office Manager or Owner I could get in touch with in order to get my car, and he said "no, they're all out of town like I am". I said "okay, thank you" and disconnected the line. I called [redacted], and [redacted], and they all told me the same thing- the compressor is not supposed to run for 4-5 minutes because there's a thermostat in the compressor which shuts it off- to prevent the compressor from being overworked and overheating.

I waited the week and contacted Lifetime Muffler on Monday the 14th at 11:15AM, 11:33AM, and 11:48AM. I spoke with [redacted] and he and informed me that he had cleaned out the compressor and got it to come on, so it's working. He believed that the issue was with a bad wire somewhere in the vehicle. He stated that he wasn't too familiar with air suspension, and that I should take the car to [redacted] where they have more tools and more experience with Lexus- something he should have mentioned before taking the keys to my car and telling me that he could fix the issue. When I asked about him inflating the bladders, which [redacted] at [redacted], someone with a lot of experience with Lexus vehicles, said that he should just be able to connect the hoses to the bladders to an air pressure gun to fill them back up, he stated that he couldn't. He told me that the services would be 90 dollars.

I wasn't able to get to Roanoke that day, but my friend [redacted] picked me up once again and brought me down to Roanoke where I had arranged for the same towing service to come out meet me. When we arrived, my car was even lower to the ground than it was before bringing it in and the driver side headlight was missing. It had just finished raining about 20 minutes before- the car was still wet. I took a picture of my car. [redacted] went back to her car, and I went inside. I spoke with [redacted] and [redacted] was also in the office. I told her that I didn't want to pay for their services since the car was in even worst shape than it was, I even asked if I could be billed. She said "No, and that she had to receive payment. She asked if I wanted to pay now or when the tow truck arrived". I explained to her that I shouldn't have to pay for the service since the light is missing, the car is even lower to the ground than it was before, and that [redacted] had stated that I should take my car somewhere else because he wasn't experienced. She then proceeded to explain to me that [redacted] is intelligent and what he meant was that he doesn't specialize in that but he could fix it. She also swore up and down that she had told me that they were going to be closed for an additional week, because they always close for an additional week for the 4th. I told her that had she explained that to me, then I wouldn't have left my car with them- that was more time wasted. She told me that the best she could do was knock 15 dollars off of the price because [redacted] worked so hard on my car. Since they would not release my vehicle to me without payment and because I was so furious, I gave her a 100 dollar bill, she gave me twenty five back- I took the invoice, my key, and I walked out of the office not saying a word.

I walked over to [redacted]'s SUV and we waited for the tow truck to arrive. The [redacted] driver arrived shortly after, and I told him that I wasn't sure if my car could be towed. I asked him if he could check out my car and tell me what he thought. He asked me why they didn't refill the air bladders- I told him that I didn't know why, and what the last tow driver with his company had told me- I showed him where my headlight had been missing- he smirked and said "I wouldn't have paid for this". He had me drive my car to the street, where his tow truck was. We made efforts to get the car on the bed and the rear bumper scraped the ground and my rear wheels started spinning. A man from Lifetime Muffler gave him two boards to get my car on the bed, he then lifted the bed and secured my car in securely. He drove my car to [redacted] in Roanoke, VA. When [redacted] and I arrived, we saw my car still on the bed with a group of men staring at it. I was asked by a gentleman what happened to my car and I explained- he started laughing, along with [redacted]- not at me, but at the service that the previous garage had given me. [redacted] with [redacted] Automotive, whom I had been in touch with since I had explained to him what was going since the week of the 7th, told me that the previous mechanic didn't know what he was doing and that the way he diagnosed my issue was not right at all!Desired Settlement: I want my money back, and I also feel as if this business should be responsible any additional labor costs that accrued due to their error. The mechanics with [redacted] Automotive stated that one of the biggest issues they faced was getting my car on their lift because it was slammed so low to the ground. And instead of just correcting the issue, they'll have to fill up my airbags. It may not be costly for them to do so, but I shouldn't have to pay for Lifetime's errors.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I am fine with not receiving the refund. There were other issues with the business's response, but I will not press the matter; it is over and done with. I had the issue checked out by another business where they had the car for significantly less time and found that the issue was merely a hose needing to be replaced. My friends, family, colleagues, and associates have been made aware of my experience with Lifetime Muffler, and we have just chosen not to use their services ever again. I thank you for your assistance in this matter.

Regards,

Business

Response:

This is written in regard to Revdex.com complaint ID [redacted] in your letter to Lifetime Muffler dated July 18, 2014. First of all, Lifetime was closed 7/4/14 which was on a Friday, also, Lifetime was closed the following week for vacation, a tradition Lifetime has observed for many years. We haven't been open on a Saturday for about ten years - working 8-5 M-F. Our vacation time was posted in the window next to front door for two weeks. Since I the owner - drove a '95 Lexus 300 from '98 - 2/14 - we felt comfortable about working on the Lexus in question. [redacted], our mechanic, has knowledge on air bag suspension, we gave the job of diagnosing and possible repairing to [redacted]. (whatever car I'm driving - repairing of it is done by Lifetime.) It took [redacted] alittle over half a day to dissemble, examine, and diagnose the problem. We let the customer know. The customer was told a rough estimate of $1000- for a used compressor plus $200 - labor, or we suggested replacing the air suspension with shocks, which would cost about $1000-. Since we did what the customer wanted us to do, $75.00 is a really low amount for what was done. The customer spoke to us about a lady who runs a garage who only works on foreign, specialized vehicle work - her charge for doing what we did for $119-. We feel justified in charging the amount we did for the same diagnosis a couple of other garages found the same as ours. (but charged more than us) Therefore, the $75.00 will stand and no refund will be given.

Sincerely,

[redacted], Corp Officer