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 ..
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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 ..
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