United Muffler of Christiansburg

Review: On November 5th, 2015 I took my 2006 Honda Accord to United Muffler for a state inspection. I have had a long relationship with United Muffler (14+ years) and although I do most of my automotive maintenance myself I have been using them for inspections, alignments and tire work that I can't do at home. I always check my lights, wiper blades, brakes and tires before I take my cars in for an inspection so I don't have to get a rejection sticker and come back. I am an FAA licensed aircraft mechanic and have been working as an aircraft maintenance inspector for the past fifteen years for [redacted]. I have been working on my own cars for almost thirty years. My problem is that I checked my wiper blades fifteen minutes before I dropped my car off to have it inspected (I had previously checked the lights and I had just put brakes and rotors on all four wheels) and my wiper blades were not torn on the top or the bottom on either side. I left the car and my wife and I went and had lunch and did some shopping. When we were heading back to United Muffler to get the car I received a phone call from them telling me that my wiper blades were torn and needed to be replaced. I was dumbfounded because I had just checked them and they were fine. I then purchased new beam style blades at [redacted] for almost Thirty Five dollars to replace the beam style blades that were on the car that someone at United Muffler had torn on purpose to try to sell me a set of wiper blades. After I had installed the new wiper blades I had just purchased so the car would pass inspection I asked to speak to the owner. I was informed that he is retired. I was also told that the inspector would have no reason to tear the wiper blades because he is an hourly employee and doesn't get commission on parts he sell or installs. So maybe the Inspector didn't tear them but someone there did. I do still have the old wiper blades if anyone (even the owner of United Muffler) would like to inspect them they can. The ends that were not intentionally torn by someone at United Muffler are very secure and not dry rotten in any way. I really hate that someone chose to try a sneaky trick to sell a pair of wiper blades that were not needed and instead lost my trust forever. I think almost everyone at United Muffler are honest people but someone is a rat which has most likely cost them all my business in the future.Desired Settlement: Ideally I'd like for United Muffler to offer me an apology for damaging my property and refund the thirty four dollars and seventy three cents (receipt is available) I spent replacing expensive beam style wiper blades that someone at United Muffler tore so they wouldn't pass inspection. If I get an apology and a check for thirty four dollars and seventy three cents I will let this go. If I do not I will feel free to share this bad experience with United Muffler of Christiansburg with my friends, family and social media.

Business

Response:

In response to customer complaint #[redacted] concerning torn wiper blades:On November 5, 2015, the customer brought his 2006 Honda Accord in for a Virginia State Inspection. Upon inspection of the vehicle by our mechanic, the wiper blades were found torn and therefore would not pass a Virginia State Inspection. We then called to notify the customer of the torn wiper blades. Customer stated that he had just checked the wipers before bringing the vehicle to our shop and they were not torn. He stated that he would stop to purchase new wiper blades and bring them in and install them himself. We told him that would be just fine. When he returned he was very unhappy and accusing our shop of ripping his wiper blades. We assured him the mechanic had nothing to gain from tearing his wipers. The customer was asked if it was possible he overlooked something and he was certain he had checked them well. Our mechanic is an hourly employee, as are all of our employees. Also, we have no problem with customers bringing in their own wipers. If we thought any of our employees were dishonest and would commit any act like this, they would no longer be our employee. We have been in business for 40 years. We treat our customers the way we would want to be treated. We try to be honest and fair with everyone. We are very sorry that this customer feels he has been wronged and we deeply apologize for this situation. We understand the customers frustration, however, we can't justify reimbursing for wiper blades of such high expense (thirty five dollars) when we stand behind the belief that his wipers were not torn by any of our employees. This is a very unfortunate incident and we absolutely hate that the customer feels he has been treated unfairly.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am disheartened by the fact that someone at United Muffler of Christiansburg decided damage my property by tearing my wiper blades in an attempt to sell me new wiper blades. Before I took my car in to United Muffler of Christiansburg I checked the wiper blades and the were not torn at all, I checked the top and bottom of the driver or passenger sides. No tears at all. I checked them about fifteen minutes before I dropped my car off at United Muffler. My wife watched me check them. After I was phoned to tell me my blades were bad I was upset and dumbfounded because I knew they were good . When I asked to speak to the owner on the day of this incident I was told that the owner was retired. I was told that the mechanic and all of the employees are are hourly employees and would have nothing to gain by tearing my wipers. So if the hourly mechanic didn't do it who would? I have learned through contacts that there is a relative of the owner working there. The guy with the beard.Thank you,[redacted]

Business

Response:

In response to the customer's compliant about his torn wipers, we stand behind our original response. We sincerely apologize for this incident but if, for one moment, we believed we had any dishonest employees, they would not be working here. We have absolutely nothing to gain from tearing this customer's (or any customer's) wipers!! That's not how we operate!! If there was a chance of someone tearing his wipers, we would not have a problem reimbursing him. Also, in response to the customers comments, none of the technicians working here are related to the owner.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am truly disheartened that someone at United

Muffler of Christiansburg would do what they did. First I want to say

this one last time. I checked my wiper blades about fifteen minutes

before dropped my car off for the inspection and they were fine. My

wife watched me do this. I pulled on them and they were not ripped, top

or bottom, driver or passenger side. I understand that even the

slightest tear is cause for rejection but my blades were fine. In United Mufflers

previous response they said they had nothing to gain by tearing my wiper

blades so my car would fail inspection. So am I really supposed to

believe that they (the owners) would not profit from selling wiper

blades? Am I really supposed to believe that they will sell me blades at

their cost and install them for free? It was strange too how the

bottom of the driver blade was torn and the top of the passenger blade

was torn. Think about that. Who ever did this didn't have to make an

obvious motion and lean in towards the center of the car. As to the

comment that "none

of

the technicians working here are related to the owner." That may

technically be true because I don't know his title but I do know that

one of the sons of the owner does work there. He was the one looking

through the window from the garage bay as I stood at the counter

(Me obviously angry) after I had installed my new blades and I was waiting for the inspector to put the sticker on my car. He didn't come out to ask me what was wrong even though I was standing at the counter with my old wiper blades in my hand looking very perturbed. He left the angry customer to be dealt with by the ladies out front. I have no bad feelings towards the ladies out front or the inspector (the hourly guy with nothing to gain). I doubt either knew what someone there had done. I'm truly sorry that you (United Muffler of Christiansburg) have lost my trust and business over something so trivial. I don't need or want a response from United Muffler of Christiansburg. All I wish is for anyone who takes their car for an inspection at United muffler of Christiansburg or anywhere for that matter please take a short video of yourself checking your wiper blades for tears with your phone. You may avoid filing a Revdex.com complaint or at least get the business to do the right thing.

Regards and Thank you Revdex.com,