Complaints

The 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:01/22/2023

  Type:Service or Repair Issues
  Status:

  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.

  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

  Date: 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.