ComplaintsforSolo Mufflers

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a muffler on 11/04/2020 it has a 2 year warranty. About a month ago we heard this loud noise coming from the back of the vehicle. I took it to my mechanic to check out, he said it was coming from the muffler. So we called solo muffler they said bring it in it’s under warranty. When I got there they told me the vehicle has a miss in the running or the engine, it does not I went back to ford they said it’s not missing that they don’t know what there talking about . Ford has done everything to the vehicle since I bought it . It only has 65,000 on brand new engine. Ford told me if there was a fuel related miss the check engine light would flash repeatedly on the dash I have no lights on. There guys are not engine mechanics they install mufflers and exhaust pipes. It’s under warranty and they should have to replace it with a new one. Should not be selling warranty parts if your not going to stand behind them. Hope you can help me ****

  Business response

  08/26/2022

  Complaint ID: 17705181

   

  In response to this customers complaint.  The customer was told to bring the vehicle in to be assessed for warranty.  When the customer arrived initially the vehicle was looked at and the muffler appeared to be damaged from a previous misfire.  The customer told us that he had his mechanic look at it and the mechanic hit on the muffler with a mallet and knocked something loose.  He also stated that he knew the vehicle had a misfire and he was getting it fixed.  We specialize in exhaust repair and when a muffler has been damaged due to engine misfire it will change in color, the body of the muffler turns purple discoloration and causes baffles to come lose this type of damage is not covered under our warranty.  Our employee stated that the vehicle has at one point had a misfire.  Misfire's can be fixed, and engine lights can be removed after the repairs are done, however damage may have already taken place to the muffler.  The damage to the muffler is not covered under the warranty due to how it was damaged (running hot from a misfire) We value our customers here at SOLO MUFFLER so even though the muffler was not covered under our warranty we still offered to replace this muffler at a much-discounted price which he declined.  We then received a phone call from this customer stating he had the vehicle looked at and that there was no misfire, and he wanted the muffler replaced.  We then offered to replace the muffler with only charging the customer the labor fee.  We also offered to this customer that he can bring his own muffler with its own warranty, and we again would just charge the labor of swapping the old muffler for the new one.  This customer was not satisfied with any of the options offered and declined to pay the labor charge to replace the muffler with no charge for the part.  Warranties on parts does not include free labor.  This customer was offered a free part replacement even though it was not covered with warranty at our cost with only a labor fee charged to the customer and he declined.

  Customer response

  08/27/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17705181
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *****

  They are lieing, wanted me to buy a cheaper muffler, I shouldn’t have to buy another muffler when the one they sold me is under warranty. Again the vehicle has not had a miss new engine put in when I bought it only 65,000 miles on it the mechanic did not break or knock anything loose in muffler it had already came apart inside he tapped it with a rubber mallet heard something loose inside check engine light has not been on. Has never been worked on for a miss solo muffler is lieing.

  Business response

  09/09/2022

  We have no further offers for this customer.  The warranty is for the part itself and we offered to replace the part.  The customer was charged $130 for a muffler put on almost 2 years ago and was definitely damaged from a misfire.  We do not provide free labor for our services including repairs or replaced parts under warranty. This is already a public post, we do not plan to make additional offers due to this customers threat.  The muffler will be warrantied (even though we do NOT warranty mufflers damaged from misfires) There will be a labor fee if the customer wishes to replace the muffler.

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