I hardly ever write negative reviews, but after spending $800 for a repair that was not completed…read morecorrectly, receiving conflicting information throughout the process, and ultimately having to take my vehicle to another shop to be properly repaired, I feel this experience needs to be addressed.
On Tuesday, September 22, I called Athens Muffler and spoke with Clay to ask whether the shop performed clutch replacements. I was assured that their technician, Andrew, could handle the job.
Andrew quoted me $765 in labor and told me that if the parts were delivered to the shop, the vehicle could be completed by the following day, Wednesday, September 23. Because we wanted an upgraded clutch, I specifically asked Andrew to look at the part on RockAuto. I provided him with the part number, and he already had the VIN for the vehicle. He approved the part before we ordered it. Based on his approval, we purchased the part and had it delivered directly to Athens Muffler.
I then had the Mustang towed to the shop because Andrew told me it would be best to get the vehicle there early so he could drop the transmission and have everything ready when the parts arrived.
Unfortunately, that is not what happened.
Despite what I was originally told, the vehicle was not worked on ahead of the parts arriving. The parts were delivered around noon on Wednesday, yet when I contacted Andrew around 1:00 p.m. for an update, he told me, "My boss did not let me know the parts had arrived." I later learned that work on the vehicle did not begin until after 4:00 p.m.
Over the next several days, we received multiple conflicting explanations regarding the vehicle and the parts needed. At one point, we were nearly convinced to purchase an entirely different part. This was especially frustrating considering the part we originally purchased had been reviewed and approved by the technician using the VIN and part number before we ever placed the order.
Even more concerning, the clutch that was being replaced was damaged during this process. The vehicle had gone directly from another repair shop to Athens Muffler, and we have documentation regarding its condition before Athens Muffler received it.
After having our vehicle for three days, despite originally telling us the repair could be completed in one, the vehicle was still not properly repaired. We then had to take it to another shop to have the work completed correctly.
What I find most unacceptable is that Athens Muffler still charged the full $800 labor cost as though the repair had been successfully completed. There was no meaningful adjustment to the labor charge despite the vehicle leaving the shop unfixed and requiring additional repairs elsewhere.
We came to this business based on a recommendation and expected professional service, clear communication, and accountability. Instead, we spent $800, lost three days, received conflicting information, and still had to pay another shop to correct the issue.
I have had multiple vehicles serviced at other repair facilities over the years, including Firestone, and I have never experienced a situation handled like this.
I am extremely disappointed with how Athens Muffler handled this repair. I believe the appropriate thing for the business to do is review what occurred, take responsibility for the work that was not completed correctly, and rectify the $800 labor charge.
Customers should not be expected to pay full price for a repair that was not successfully completed--especially when the shop approved the part beforehand and the vehicle ultimately had to be taken somewhere else to be fixed.
I hope management takes this matter seriously and makes an effort to resolve it appropriately.
