Auto Repairs
True FixThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Took my car in for warranty issue the a/c quit working they said it needed a new compressor so they replaced it finialy after about a week i finially got my car back then not even a week later a/c quit working again called true fix they had me bring the car back and diagnosed it as the new compressor went bad or was defective that they installed so this time they let me keep my car and told me they would call me when the new part arrives to schedule an appt to replace the compressor for the second time soonest they had was about 3 days later took my car back down on the scheduled day got my car back after the repair was complete then I'm driving down the freeway and my passenger side mirror falls off turns out they broke it when replacing the compressor by either hitting it on by walking into or something I called they said they would take care of it but they had to price out the mirror first once they got the price of the mirror they called me and then tried to charge me for something they broke while they had my car first message I got said they could fix it for $190 and then today 10/14 the manager calls and tells me they can replace it for $250 I explained they already quoted me $190 and he's claiming that tax and shipping cost $60 this place really needs to be investigated there employees smoke Marijuana and half the time they can't Remeber talking to you or what was discussedBusiness Response
Date: 10/18/2024
Thank you for your recent inquiry regarding your vehicle. We appreciate the opportunity to assist you in this matter.
Your purchase of the 2013 Kia ****** on July 06, 2024, included a limited warranty that is valid for four months or ***** miles, whichever comes first. This warranty covers major components, subject to a deductible of $299 per item. Regular maintenance is not covered under this warranty. A comprehensive list of exclusions was provided for your reference and is detailed in your Limited Warranty agreement.
Our records indicate that your vehicle was brought to the service department on September 23, 2024, for the replacement of the A/C compressor and was returned to you on September 24, 2024. Your vehicle was subsequently serviced again on October 2, 2024, and returned to you on October 8, 2024. You took delivery of your vehicle on October 8, 2024, and later notified us via text message regarding the mirror detaching. During your conversation with our Service Advisor, ****, he quoted you a price of $190.00 plus tax for the mirror replacement.
Our technicians have reported that the vehicle mirror was neither damaged nor broken during the repairs conducted at our service center. Please be aware that such issues are common in vehicles of this age, as the mirror is secured by plastic retaining clips, which can become brittle and break over time, particularly in *******'s high temperatures.
We sincerely appreciate your understanding and patience, and we are committed to ensuring your satisfaction with our services. We are pleased to inform you that we have decided to waive the cost of the mirror; our ************** will replace it free of charge as a courtesy. Please contact the ************** to arrange a convenient time and date for you to bring your vehicle in. Thank you for being a valued customer.Initial Complaint
Date:09/09/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Part of my contract that was a mandatory requirement to pay for their warranty repair services. Upon trying to get warranty work done, not a single call was returned, customer service won't do anything, they won't speak to me in person. I paid for a service that I can not get completed. The company has gone ghost. And I'm left with a $20,000 vehicle debt for a vehicle that they are strategicly refusing to touch.Business Response
Date: 09/15/2024
Hello,
******************************* purchased a 2016 **** Expedition on 8/29/2024 at ****** miles. Mr. ******* purchase came with a 4 month/4,000-mile limited warranty that covers major components at a $299.00 deductible per covered repair. **************** also opted for a service contract with additional coverage at a $299 deductible per covered item. Our vehicles do not come with any requirements for mandatory warranties.
Our records show that a 3rd party, not listed on Mr. ******* contract called our office asking about Mr. ******* warranty information. For Mr. ******* privacy, no information was released to the unknown person.
When **************** called our office back, he was given the information he requested.
Our Service Director reached out to **************** as soon as we received this complaint, and was able to schedule a service appointment for him.
We ask **************** to please refer to his *********************** Warranty and Service Contract agreements for more information and contact phone numbers for the different departments.
We apologize to **************** for this inconvenience and appreciate his patience as we work through satisfactory resolution.
Thanks.Initial Complaint
Date:04/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had to have my vehicle repaired twice for the same issue they were suppose to have fixed the first time. I paid the 299 for the first time for my extended warranty they gad my car for two weeks. And I called several times on same day and had left several messages to get any updates. They don't call you with updates, they don't answer the phone so I had to leave work 3 times to go to the shop and check on where they were at with the repair. It hasn't even been a year and had to take it back again because it's doing the same thing. I'm having the same issues only difference is that its been 3 weeks so far and this week is almost over will be going on 4. I had to pay another 299. Which I don't feel I should have had to pay again since they never fixed it the first time. I have never dealt with such bad customer service and so unresponsive. Not to mentioned I haven't been able to get to work. I can't afford to rent a vehicle. The warranty doesn't cover a rental. And that is my only transportation. I don't understand what they expect us to do when they just have my vehicle and haven't done the repairs as of yet. This company honestly should not be in service. This is not the way to do business. And reading many other reviews sounds like we have majority of us are having the same issues. Thank you for taking my complaint.Initial Complaint
Date:03/27/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid $299 deductible for a car repair that True Fix said was covered on a 2015 Dodge Dart (replacing the Turbo). The car went in twice. The first time they did an oil change (which is not covered nor was it needed) and took a few days. This time I had to have it towed in and they claim they cannot get parts for weeks. I called another dealer and found they could have them next day. I called **** (manager) who said he could now get them but could not ensure the car would be repaired before the warranty ends (which is almost two weeks away). As I have read other reviews on BBB it appears this has happened to others. I addressed this with **** and he hung up on me. I am filing a complaint with the AG's office as this business was quick to take my $299 with no idea of if and when they will ever do the repairs needed (and covered). I asked if they could provide a rental car or other transportation until the car is repaired but **** said that was not part of the warranty. Not sure why they did the oil change so quickly when it was not either nor was it needed or requested. The car was just leaking oil from an undiagnosed need to replace the turbo which they later found.Business Response
Date: 03/27/2024
Hello,
We show no record of a purchase of a 2015 Dodge Dart under *********************** in our systems using any of the information within this complaint.
Thanks.
Customer Answer
Date: 03/27/2024
The car belongs to ********************* which **** (Manager) of True Fix knows. I paid the deductible for **** and True Fix refuses to commit to repairing the car prior to the end of the warranty period which is April 6, 2024. They have had the car for over a week and still have not done the repairs and claim they still do not have the parts. They had done work that was not needed (and not covered) by warranty when they did an oil change when it was first brought in. They claimed this solved the problem. This is the 2nd time in car has been brought in the same month. Now they won't do the work that is required according to their diagnosis (and covered with the $299 deductible they have already collected from me). **** and I are only asking to have the car fixed ASAP and done correctly so he can have dependable transportation. It appears True Fix does not want to pay for the Turbo which they said the car needs and are are delaying for the warranty to expire. I have a financial interest in this work as I paid the deductible which **** knows and I have spoken to him about.Business Response
Date: 04/02/2024
Hello,
We appreciate ************ bringing this up to our attention and would like to assure him that our service team is doing their best to complete the repairs as soon as they possibly can.
Our service manager **** has been communicating with **************** via text messages with status updates on the progress of the repairs to his vehicle. The parts needed for the repair have been received and repairs are on track to be completed by the end of this week.
Thanks.
Initial Complaint
Date:07/31/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Car is in warranty! My 2011 ****** Rogue! I complained to you guys before about true fix and their lack of fixing cars but as u see from all complaints about them they will have your car weeks and months at a time and either don't fix the problem or claim they did or claim the tried multiple times reaching u and never did! My complaint is I took my car in June 7 after I complained to you guys before hand I had issues with car since I bought it and still paying for in April and was getting the run around for 2 months until I contacted y'all then they want to jump on the problem so June 7 took my car in me and my fiance refuse to leave car with them because didn't trust them to do the job and we only have one vehicle so there was no option to leave my car we set all day while they took our car down street from they shop to a different shop to fix it so we thought everything was good, mind u Bill the manager assured us they checked everything and fixed what was wrong with car from what diagnostic said, I asked then so the spark plugs good and everything **** stated yes we thanked him and left a month later engine light comes back on now I'm upset cuz we was told they put car on diagnostic and fixed the problem that it showed now we back at shop a month later I complained to them why is my engine light back on if u fixed the issue bill is on vacation so we dealt with a guy name **** I believe he tells us that doing a diagnostic don't tell everything that's wrong with the car which that's BS to me because I have family in a different state who are licensed mechanics so we bring car back not even two weeks now we took it back in on July 21 im ****** now and frustrated I tell them what I'm not happy with and asked did they actually do a diagnostic and what **** told us on June 7th **** had me go to ******** to have them put the thing on car to see what code is wrong with car it showed one code brought up there showed **** the paper they put they machine on there and it pretty much showed same code they tell us that it was the cylinder and it could b spark plugs or the ignition coil but they had to put it on diagnostic machine to see, I told them I wanted same mechanic to fix on car that did on June 7th I told them I wanted to go down street with car so we know they actually checking and fixing the issue he tells us they prefer us to stay at true fix because the mechanics work better when the customer isn't there watching them I told them we wouldn't be in their way and of course they didn't want that so we set again there at true fix half of the day well about 5 hours I believe waiting they bring us car back stated they wanted to test drive car so they did came back said everything is good! Now we are here again where my engine light popped back on again this morning taking my fiance to work I'm ****** and feel like they doing a half a** job not actually putting car on diagnostic machine or checking everything because there's no reason my check engine light should be back on we we was just there on the 21st on this month and I have one child starts school tomorrow and another starts Monday and they don't have buses that can take them I don't have family here who can take them and this is our only car nor money for rental! I really believe true fix are scams along with drive now who originally lied to me about car being serviced because they can't put cars on lot or sell them by law without being serviced per ******* at drive now to me and my fiance but clearly that was a lie, with all the same complaints they really need to b shut down because again while we sitting there on both occasions ppl coming in complaining about exact same thing we are and more and the complaints that's already on bbb about them I am fed up with true fix I don't have time to keep bringing my car in I have appointments all day today and Thursday and Friday and don't know how I suppose to go to these appointments that I been waiting to get into especially getting my kids back and forth to school I have to pick my fiance up at 3:30 from work and they close at 5 today unless they get me in after I pick him up after work, he has no transportation there and back could u please help me cause I'm beyond my fed up point with them at this point, I have to find the other receipt from the 21st of this month my fiance has it somewhere thank you for your timeInitial Complaint
Date:07/19/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car is in the shop for the 5/6 time for the same problem only thing is now its just been sitting in the yard waiting to get repaired for two going on three weeks. Ive been missing work since that was my only source of transportationBusiness Response
Date: 07/25/2023
************************* purchased a used 2016 Dodge Dart on 02/24/2023 at ****** miles. Ms.**********;purchase came with a 4 months / ***** miles limited warranty that covers major components at a $299 deductible per item. ************ also opted for a 36 months / ****** miles service contract with the same deductibles. Ms. ***** vehicle was turned in for repairs twice for a radio repair. The repairs were completed and returned to her at no cost. Auto ************* Services (ANFS) is financing ****************** loan and has assisted **************** with a payment deferment at the time of previous repairs. On 7/07/2023 ************ turned in her vehicle for diagnosis and her warranty service facility had quoted ************ 2 weeks for diagnosis at that time.
************ has declined repairs/diagnosis as of 07/19/2023 and picked up her vehicle from True Fix. Our Loan Servicing Manager (LSM) *** has attempted to reach out to ************ multiple times with no success. ANFS will gladly assist ************ with a two-payment deferment on her car payment due to the inconvenience this has caused. We ask ************ please contact our Loan Servicing Manager *** at ************ Monday-Friday 8 am to 5pm to best assist her with her account.Initial Complaint
Date:07/10/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/26/2023 *** with Tru Fix towing towed my 2015 Dodge Charger car to Tru Fix. The car arrived @ 10:40 am confirmed by ****. We spoke to **** on same day the issues: engine light on, running hot, oil change light on & it needs power steer fluid light on. **** confirmed the car would be put on diagnostic that week.We purchased the car on 4/18/3023 @ Auto Now. This is our 2nd time having repairs at Tru Fix please note there were no issues with last repairs and the time of repairs/diagnostic was reasonable.I called Tru Fix n spoke to **** on today 7/10/2023. This morning my car has yet to be touched and they don't know when it will be diagnosed due to other cars before me. I look at the reviews on Tru ******* was disturbed at the zero stars n the pattern of keeping the car bad repairs, no repairs, theft, personal use etc...it went on and on. I called **** back letting him know my concerns of the bad reviews and I didn't want that to happen to me. **** understood me as he said he wish he was a mechanic to help out he would. My plea is that I have no other car to transport to work, my young daughter to her practices, grocery store, errands, Dr ***** dentist *****, etc its been 15 days total and 10 working days with no communication or diagnosing -repairs-order parts if needed etc.. that's not right. Can I please get my 2015 Dodge Charger diagnosed & repaired this week of 7/10??!I believe we can come to a positive solution this week & redeem my confidence in True Fix again.Business Response
Date: 07/13/2023
Hello,
Our service manager **** has been in contact with ******************* He has addressed her concerns and is keeping her updated on the progress of her vehicle's repairs.
Thanks.Initial Complaint
Date:07/05/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Who It May ********* took my vehicle in for repairs to Tru Fix on 5-26-2023 at 9:41am and originally i was quoted it would take **** business days for my car to be inspected and fixed as the air conditioner was not working and there was a massive oil leak... I asked at that time if a loaner car could be provided considering the time and circumstances given and the company advised they did not offer loner cars ..I than went and rented a car through enterprise 5/26 for the time being ......I was not contacted until 6/21/2023 which was now three weeks later and advised that my car was just being looked at and the cost for repairs would be 300$ deductible. I explained to The manager at Tru Fix that i was almost 800$ in with rental car fees due to the amount of time my car has been sitting and they refused to help me .... I than went to the original dealer *************** were i purchased the vehicle for help and i spoke with salesman **** who was very understanding and helpful who got involved and he himself contact tru fix and again they wouldn't assist ...... My car was not ready for pick up until 6/29/2023 and as a result the total cost in rental fees was ******* and the rent a car was returned 6/22.. During this time i kept my auto payment current and i was out of work for almost one week. I have all supporting documents including the Total cost sheet for the rent a car fees the email conversation between myself and the salesman and the check in and check out paperwork i was given once the car was ready .... I am asking to be compensated back from the company for the rental car fees and the deductible which is a total amount of *******.... I am asking that my deductible be refunded i advise this company these damages were there at the time the vehicle was purchased. The company was uncooperative and explained that too much time had passed since the car was purchased and that there was nothing wrong with the vehicle i have pictures to support there was ...Business Response
Date: 07/12/2023
Hello,
We apologize to ************** for the inconvenience and delay in the repairs of her vehicle. Our service manager has made multiple attempts to reach ************** for further discussion on the resolution but has not been able to reach her.
We have asked the finance department to repost the $299 deductible ************** had paid for repairs towards her car payments instead as a courtesy.
We ask that ************** please contact our service manager **** at ******************* if she has any questions regarding the servicing of her vehicle.
Thanks.Initial Complaint
Date:06/03/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Me and my fiance financed our 2011 ****** rogue 4/20/2023 at drive now in ******** ** we asked ******* who was our sells person about the vehicle does everything work on car especially AC because I have a medical condition where I can't deal with heat very well due to my osteoarthritis and my daughter has asthma and asked about other things on car we was reassured that all vehicles including mines have to go through full inspection before it can before it can be sold we tested drove it everything seems to b working including air we was told we had a warranty for the duration of our 36 month contract we don't have to pay anything it will get fixed by there car service trufix! 2 weeks later my ac went out I contacted drive now complained and was told to call trufix and called them was told they needed my car for two days to do diagnostics I explained I couldn't leave car for two days because that's our only vehicle I drop and pick up everyday n couldn't afford rental I was advised to call drive now let them know they were ***** days behind on diagnostics and they should be able to do something for us I called them they said it was nothing they can do and trufix are the ones who have to fix it been going back and forth with rude ppl at trufix and drive now to find out they have over 100 cars ahead of ** so even if they did a diagnostic they could guarantee fixing due to they have that many cars ahead of ** unacceptable and with drive now being a known business there's no reason they have only one car service to find out they don't really look at your vehicles they lie and claim they fix your car and don't based off reviews and speaking to other ppl who has same problem as me I took it to a mechanic myself to find out my car was never looked at before sold I need new motor and leak in ac holes and barely freon in car I called trufix told them what mechanic said and they tell me they can't go off what they say they have to do their own diagnostic I need car fixed nowBusiness Response
Date: 06/10/2023
Hello,
*********************************** purchased a 2011 ****** Rogue on 4/20/2023 at ******* miles. ************************ purchase came with a limited 4 months/ 4,000 Miles warranty that covers major components at a $299 deductible per item. ********************** also opted for a 36 months/36,000 ************* contract with the same deductibles. This is in addition to 3 free oil changes every 4 months or ***** miles.
Our service manager reached out to ********************** on June 7th and was able to schedule a service appointment for June 9th. On June 9th ********************** and her fianc brought their vehicle in for service. Our service team determined that there was an issue with the blower motor, and Freon levels were low on the vehicle with a possible small leak. Our service team would need the vehicle for a full day to be able to replace the blower motor and resistor, and test drive the vehicle to ensure all is working well. ********************** and her fianc were not willing to leave their vehicle at service.
Our service manager will reach back out to them next week to coordinate a convenient day for them to drop their vehicle off for repairs.
Thanks.Customer Answer
Date: 06/20/2023
Well I do reject business response that it can take a day or all day to fix my car when two different mechanics that looked at my vehicle stated no it would take only 1- 2 hours at the most so they need to assure me that my car will not take all day or a day to fix and it will be done within that time frame 3 hours I will accept but I will b sitting there until their finish with my car so please let me know what they say cuz we plan on bringing car this Friday to their shop to fix it and they need to check for oil change as well because light keeps going on when starting car service now on itBusiness Response
Date: 06/22/2023
Hello,
Our records show that ********************** was at the service facility on Friday June 16th at 8AM. *********** facility completed the repairs on her vehicle at no cost to her as a courtesy, and she picked her vehicle back up the same day.
We appreciate ************************** understanding that it is hard to predict the mechanics of a used vehicle to the point where the expected time of completion is exact. Completion time estimates we provide depend on diagnostics, parts availability, test drives etc. We would like to reassure ********************** that we do our best to accommodate and expedite our customers vehicles repairs as much as we possibly can.
ThanksInitial Complaint
Date:05/16/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My vehicle was dropped off the night of April 24th on the lot by AAA, the tow company, in which I also left a voicemail to inform them that the vehicle and warranty information was on the dash and what the issue is. I received a call on the 25th, that the vehicle was accepted, they found the key, and they will look at it. Never was I given a timeline, but the kind gentleman seemed pretty urgent and compassionate. After a week and a half, I went to the shop due to not a single returned call or update, not knowing whats going on with my 2012 ***** Camaro RS. The guy outside assisting with the line told me its about a ***** business day wait from the day of acceptance which was 4/25/2023. Due to my work, and their business hours, its impossible for me to check on the car, so I rely on their call back which they never have done other than the initial drop off callback. Im now going on several weeks beyond 15 business days and have heard nothing. I cant drive to the shop, but I need my car!Business Response
Date: 05/22/2023
Hello,
We would like to apologize to **************** for the delay in getting back to him in due time with updates on his vehicle. **************** has since been in contact with our service manager **** and has recently paid his deductible. **************** vehicle's repairs are scheduled to be completed by end of day tomorrow or Wednesday, contingent on successful quality control test drives.
Thanks
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