ComplaintsforKen's Muffler Shop Inc

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my 2015 Chevy **** there and told them what was goin on with it, that there was a problem with the plug going to the coolant tank and was throwing a check engine light warning when there wasn't actually a problem, I informed them that this was the issue. I was called and was told that it would cost around $200 for 2 hours of labor. They put into writing exactly what I told them and checked my fluids and then charged me $200 - for literally no work done, no unique diagnostics were apart from what I had already told them. The diagnostic took around 1.15 and I was still charged the full amount. I inquired about why it was the full amount but didn't take the full amount of time, they tried to say that it was a flat rate, but this was not disclosed to me when I agreed to the diagnostic. I agreed to have it done because I believed it was not going to take the full 2 hours since I told them what was wrong with the car, but I was indeed charged the full amount and didn't have equivalent work performed for the price.

  

  Business response

  09/01/2022

  **** came in and did have some information about what was happening, and that it had been going on for more than a year. he had mentioned that he was here because he now wanting to get this addressed as he was needing to get through emission inspection. Our diagnostics did find some of the same things he had mentioned to us, but we do need to make our own diagnostics and analysis. the electrical plug for inverter coolant level sensor had been bypassed with an unsanctioned bypass resistor to fool the computer in not observing the coolant level. We also informed **** that General Motors had issued an technical service bulletin about a reprogramming of the computer addressing the coolant sensor issue, this bulletin was released less than a year ago. **** did not what us to perform the reprogramming of the computer, declined that service. diagnostic were taking the path of possible transmission replacement, but we were not going to make that call until we were able to complete more diagnostic paths, such as performing program updates. **** was informed that the technician may take up to 2 hours to complete some diagnostics, **** was only charged the standard 1.25 hours of diagnostic time. If **** can get the manufacturer to perform the required update and present invoice of such, we are willing to complete some more diagnostics. 

  Customer response

  09/02/2022

  Complaint: ********
  
  I am rejecting this response because: I was charged for 2 full hours not 1.25 hours.
  
  Regards,
  
  **** *******

  

  Business response

  09/08/2022

  What **** heard was that we could spend a couple of hours diagnosing the issues that he was having. Our diagnostic rate is $147.86 per hour. **** was billed 1.25 hrs plus taxes and job supplies. I am not inclined to refund diagnostics because the results and findings are not what **** wanted to hear. **** was informed about a programming bulletin available that would possibly resolve some issues he was having. I have not heard if programming update has been performed. 

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