ComplaintsforAll Star Automotive

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/30/22 $564.77 on 12/30/22, I had my car towed to All-Star automotive due to the car not starting, and clicking several times. They charged me $564.77 to replace the battery, as well as an oil change, since this is what they believed the problem was. I went home with a car that day, yet it still hesitated to start. I informed All-Star of this and they told me to bring the car back, I did. At this time, they realized that my trunk wasn't closing all the way, then told me that this was the reason for my drained battery and starting hesitation. All-Star proceeded to seal my trunk shut at this time, charging me $46.82 for the "fix". They text me again asking how the car was, and I informed them that it still hesitated to start, clicked a few times and showed a "red lightening bolt". I bring the car back to them yet again and this time, my girlfriend picked it up. They handed her the keys to a car that was completely drained and wouldn't start, they tell me that it is my starter, after all the misdiagnosing, and refuse to give me a refund or credit for the misdiagnosing and "fixing" of things that were not the culprit of the issue!!!!

  

  Business response

  01/25/2023

  We contacted the owner of the car and her father to ensure they are taken care of at a high level. The battery replacement and repair for the trunk lid were absolutely necessary as part of the starting system repair. Not repairing these items would have resulted in future starting system issues. The problem is that the starter also failed, but so intermittently, it passed all tests while in our facility during initial testing. It would have been unethical if we had replaced the starter while not being able to prove it was 100% necessary at the time. Unfortunately, the starter was faulty in the end and failed at our facility after the battery replacement and trunk lid ajar light issue was resolved. The customer came to us to fix the condition of the vehicle not starting consistently. We should have communicated at a higher level for this customer. We should have communicated better internally and externally. Part of this is circumstantial, and part of this is on us. We will take full responsibility. The customer is justified in their frustration. Our commitment is to do everything necessary to give our customers a five-star experience. If we fall short, we will do everything in our power to make it right. We appreciate the opportunity to serve this community and strive to improve daily. I am glad we were able to work together to create a fair solution for everyone. 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in because it was having a power supply issue. This shop replaced the battery, did a brake fluid flush, and worked on the cooling system. They said they inspected it for leaks. This all cost $1408. I picked it up, drove it approximately 40 miles in the next 24 hours. The engine overheated and then locked up. I took it back and was told it had a leak in the radiator that wasn’t their fault. So now, they aren’t willing to work with us to figure out a solution and I’m out $1408, as well as, a vehicle to get back and forth to work.

  

  Business response

  05/27/2022

  I empathize with your situation and sincerely appreciate your business. I investigated this extensively. I would like to have responded here sooner, but my family had COVID right when this occurred, and it took some time for me to get back and investigate everything. I understand our manager spoke with you and your mother when this happened and made a good faith effort to bring this to a resolution but was unable to. We did offer options to repair your vehicle. 
  Our technician completed a thorough digital vehicle inspection which indicates our findings during your initial service and when your vehicle returned to us. After interviewing all employees involved and spending considerable time investigating your initial service and the assessments from when your vehicle returned, I did not find fault on All-Star Automotive's behalf. The failure of your radiator was unrelated to the service we performed. Your cooling system was sealed when your vehicle left our facility. You could have prevented your engine failure. The current state of your engine and supporting systems and your admittance to operating the vehicle for a considerable amount of time in an overheated condition until it locked up the engine prove this was preventable. Your vehicle is not running now because you drove it overheated until the engine locked up. I do hope we can find a resolution that is fair for everyone. 

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  All Star towed my vehicle, diagnosed fuel pump to require repair. They told me that I had to use their parts. The price of the pump is not $656.43 that they are charging me. All Star failed to provide any details on the part, such as cost, manufacturer, supplier, nothing pertaining to part. Was told to call a number if I had questions. I'm being taken for granted.

  

  Business response

  12/10/2021

  Mr. ***** did choose to have his vehicle towed to All-Star Automotive for repair, and for that, we very much appreciate it. The opportunity to help our customers is an honor and a privilege we value at the highest level. I investigated Mr. *****'s concern by interviewing all staff involved. I listened to all recorded calls between Mr. ***** and All-Star Automotive. I read all service notes and reviewed all text messages between Mr. ***** and the All-Star Automotive text line. I have spoken with Mr. *****.  Mr. ***** authorized us to assess the root cause of the vehicle condition presented, understanding that we would provide him estimated repair prices before we repaired the vehicle. Per our agreement, we performed the Root Cause Analysis and provided the estimated repair prices before repair. Mr. ***** agreed to our estimated parts prices, labor prices, and terms, including the specific prices he referenced in his above statement. Mr. ***** agreed to All-Star Automotive providing the parts, a regular and necessary part of our service. At that time, Mr. ***** authorized the repairs at the estimated prices we offered. When Mr. ***** returned upon us completing the specifically authorized repairs, he stated he wanted All-Star Automotive to install a part he brought with him, even though repairs were complete, as per his prior authorization. Mr. ***** wrote, "All Star failed to provide any details on the part, such as cost, manufacturer, supplier, nothing pertaining to part." We did share Mr. *****'s price on the part with him, as seen clearly on his repair order. At no time was this transaction contingent upon All-Star Automotive sharing confidential business information that could expose it to a competitive disadvantage regarding other businesses. The reliability of our trusted local suppliers is an essential part of the value we provide our customers and a necessary part of supporting local businesses. Following our agreement, we provided a 5-year/50,000 part and labor warranty for this service. This is in part due to the support of our local suppliers and the relationship we have built with them. This is far more warranty than any supplier from other sources offers.  
  Mr. ***** had the fair and reasonable opportunity to decide if he was agreeable to the transaction and the terms before his vehicle were repaired. He chose All-Star Automotive over other competitors and authorized the transaction, terms, and specific prices, via phone call. If the BBB would like to hear those calls, we are happy to make them available. Additionally, we have the text message history between Mr. ***** and All-Star Automotive. The following message from Mr. ***** was among the text messages. "No problem, gonna have to pay in person w cash. My debit is in transit. Will be there 12/8 @ 8am. Thanks so much". 

  Customer response

  12/28/2021

   I “REJECT” the business’ response. The new documentation/ information is relative to All-Star Automotive’s Warranty Policy. I was told over the phone by ******(All-Star rep) that they do install other manufacturer parts. This is after I mentioned to her that I purchased the replacement part. Reference exclusions including but not limited to: Any part supplied by customer and or used part; salvaged will not carry no warranty.”  Its as if she was either unaware of the company’s warranty policy or she wanted to over charge me for their parts and service. 

  
  

  I also was told over the phone that no repair service will be conducted without payment. So why was the part installed? I mentioned via text that I had debit card issues and would need to pay in person. I got there and they said the job was done. I dont understand where they get the order to install the replacement part. Then I ask, what is the part number? I was given no answers. When I asked, who was the manufacturer? I was given no answers. Yet, I have to pay for a part that no one can tell me that they installed into my gas tank. 

  
  

  These are just a couple examples of the mistreatment of customers and unfair business practices. I hope All-Star Automotive can re-train their employees to be more aware of company policy and settle this matter swiftly. The vehicle (04 Chevy Tahoe) is part of a fleet that I own and manage. I am losing a considerable amount of revenue due to the vehicle being parked. I encourage All-Star Automotive to resolve this expeditiously. 

  
  

  Thank you in advance 

  
  

  ******* ***** *** ********

  

  Business response

  12/30/2021

  Mr. ***** and I are working to come to a fair conclusion. I will formally respond on the BBB once we have come to that conclusion. 

  Customer response

  01/11/2022

  I want the complaint to be reopened.  I went to them and paid them $650 to fix fuel pump and sensor assembly.  I picked up my truck.  They said the vehicle was road tested.  After I left, the vehicle broke down on the highway due to the brakes going out.  I remember when I picked up the vehicle, the service guy said good luck getting home.  This seems like they knew my vehicle had issues and that it may not make it back to Colorado.  I want them to refund my money.  My vehicle was not road ready like they told me.  

  Customer response

  01/19/2022

  The owner of this company called me directly and agreed to provide me a full refund of $650.00, he will send it this week. I am very thankful for all the help provided to me by the BBB and the owner of this company.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am 66 years old and I know about cars. Mine has front caliper seizing. I took it to this operation and asked them to look at it. When I went to pick it up they had done an 18 point inspection which I did NOT ask for, and told me the repair was going to be $1940 to fix the brakes only. I laughed at them and said I would just take my car. They said I owed them $66 for the diagnostic. This was never told to me, nor were there any signs signs saying that you can not leave there without paying $66. So then I went to my usual mechanic, who I didn't go to in the first place because they were so busy, and he made the repair for just over $200.

  

  Business response

  09/14/2021

  Doug, it was great to speak with you. I understand your position and I respect it. Thank you so much for your feedback. Additionally I'm glad we were able to satisfy your needs. We will learn from what happened and improve our customer service moving forward. Thank you.

  Customer response

  09/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

*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. ↩