Mister Muffler

Regarding [redacted] 's complaint:On 6-04-we performed a full service oil change and per request (at no charge) a tirerotation, front end and suspension check, also a brake inspectionThese zidditional services and the accompanying quotes for the recommended services do require extra time Unfortunately both we and ***, our primary filter supplier, were both temporarily out of this normally stocked item, and it did take extra time to procure it from another supplierWe apologized for the delay and [redacted] left with a good attitude.On October 28th [redacted] and another man returnedThey were very irate and would not allow us to inspect or verify the damage to their car that we were accused ofThe stories were conflictingThe oil drain plug was so tight that it couldn't be removed, then the plug was so loose it could have fallen out, it had silicone all over it and even inside the panBy this milage the vehicle has had 25-oil changes doneOccasionally vehicles do need a new drain plug, perhaps an over size plug, to have the threads chased, or to be retappedSeldom would theyneed a new panThis vehicle has a very,good drain plug with a rubber o-ring gasket formed into it from the factoryThey seldom give trouble.These are all profit opportunities for usWe are happy to find and do this workWhy would wepass it up, risk our reputation, and a customer? She was led to believe that we had endangered her lifeNone of this makes senseIf there was a problem with the plug we would have replaced, repaired, or at the very least noted the problemI have full confidence in my Tech, he is very experienced, has worked for me for over years, and is my sonHe's very conscientious, he even noted on the original invoice that a stud and nut were missingVersus a competitor and a low wage employee that has only been in business for roughly a month.We never apply silicone to oil drain plugs, it's unprofessional and it doesn't work, they leakWe do mark the plug with a paint markerWe were accused but no evidence was provided, no pictures,( everyone has a cell phone with a camera,) no parts, we were told that the employee disposed of the plugWe were not allowed to inspect or verify, or confirm any problem, If the , oil pan was in such bad condition and in need of replacement-what is safely holding the plug in now? We're sorry for ***'s trouble , however we did not damage this vehicle and are not responsible for it's repair.Craig S*Owner MISTER MUFFLER

MISTER MUFFLER 901 SAN JUAN BLVD. FARMINGTON, NM 87401 [redacted] fax HELLO, On September 29th, we performed a Transmission fluid and filter change on Ms. [redacted]'s 2003 Ford Focus. Upon removing the transmission pan our tech found the fluid to be very dark and burnt smelling, I...

called Ms. [redacted] and recommended a BG Conditioner for transmissions. She gave her okay and was also told of the new balance. He also noted the car was running poorly (rough), had a bad idle and the check engine light was on. When Ms. [redacted] asked us what we had done to her car the noise was as big of a surprise to us as to her. Doing a transmission service does not cause an internal engine part to fail, Ms. [redacted] knows this. She called out a mechanic she trusted, who showed her , this is the transmission , and this is the engine, something gave in the engine and it's not their fault. I asked him myself and he said that there is no connection. It's very unfortunate , probably caused by a lack of maintenance by the previous owner, however, we did not cause the problem and are not responsble for replacing the engine. MISTER MUFFLERCRAIG & CARRIE S[redacted]OWNERS

Regarding [redacted]'s complaint:On 6-04-2015 we performed a full service oil change and per request (at no charge) a tirerotation, front end and suspension check, also a brake inspection. These zidditional services and the accompanying quotes for the recommended services do require extra time....

Unfortunately both we and [redacted], our primary filter supplier, were both temporarily out of this normally stocked item, and it did take extra time to procure it from another supplier. We apologized for the delay and [redacted] left with a good attitude.On October 28th [redacted] and another man returned. They were very irate and would not allow us to inspect or verify the damage to their car that we were accused of. The stories were conflicting. The oil drain plug was so tight that it couldn't be removed, then the plug was so loose it could have fallen out, it had silicone all over it and even inside the pan. By this milage the vehicle has had 25-30 oil changes done. Occasionally vehicles do need a new drain plug, perhaps an over size plug, to have the threads chased, or to be retapped. Seldom would theyneed a new pan. This vehicle has a very,good drain plug with a rubber o-ring gasket formed into it from the factory. They seldom give trouble.These are all profit opportunities for us. We are happy to find and do this work. Why would wepass it up, risk our reputation, and a customer? She was led to believe that we had endangered her life. None of this makes sense. If there was a problem with the plug we would have replaced, repaired, or at the very least noted the problem. I have full confidence in my Tech, he is very experienced, has worked for me for over 15 years, and is my son. He's very conscientious, he even noted on the original invoice that a stud and nut were missing. Versus a competitor and a low wage employee that has only been in business for roughly a month.We never apply silicone to oil drain plugs, it's unprofessional and it doesn't work, they leak. We do mark the plug with a paint marker. We were accused but no evidence was provided, no pictures,( everyone has a cell phone with a camera,) no parts, we were told that the employee disposed of the plug. We were not allowed to inspect or verify, or confirm any problem, If the , oil pan was in such bad condition and in need of replacement-what is safely holding the plug in now? We're sorry for [redacted]'s trouble , however we did not damage this vehicle and are not responsible for it's repair.Craig S[redacted]Owner MISTER MUFFLER