ComplaintsforAll Star Fleet Maintenance, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company and owner took advantage of me customer for 10 years plus I bought a truck in For work after buying it will collision repair asked them to take it fairly new manager was being a little iffy about it owner ***** said h*** take it I bought most of the parts new from dealer with receipts and asked them To at least get it on 4 wheels if they didnt want to finish the truck. All they did was swap 2 front leaf springs and put the 4 u bolts in the front didnt connect anything else and put 2 front garbage wheels they had (which my wheels was better and no point to change and charged me $700$ just for that???) like i dont understand how you could do that to someone and after all that I was thrown out and billed approximately $6000+ on 2 of my credit card which they then made up invoices to proof the funds. Disappointed in this place. ***** said h*** make it up on text messages and will give me a reimbursement or credit and I was given nothing back. Have multiple video footage of the owner and manager saying he owes me credit and will Give me credit so I bought another truck there for a manual ***** using a computer To get another truck back on the road and was left there for a week or so until I was threatened to move my truck or it will be towed away. Disgusting behavior and i will Like my money back.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was admitted to this shop on July 18th 2022. The first diagnosis was my truck needed a new turbo and actuator. The parts were ordered and later put on. Once out on was taken for a test drive and vehicle was having the exact same issue as when it was dropped off. I asked could they show me the old turbo and they said they already shipped it off as a core part. I dont believe the turbo was the issue at all. They then begin doin other work to figure out problem. At this point my total cost is over ******. I have reason to believe this company does not know what they are doing with this situation and have excessively charged me in the process. I have not received good communication since truck was dropped off. It is now august 11th and I still dont have my truck nor have they been easy to contact about progress. I calll numerous times and no one that answers ever knows any information about the truck.

  Business response

  09/23/2022

  On July 18, 2022, the customer mentioned above, requested our services to repair his 2015 Freightliner M2 series. The customers original complaint was that his vehicle would not shift into high RPMS. Once his vehicle arrived, it was brought into our repair bays for diagnostics. As our technician was bringing in the vehicle, he noticed the check engine light was on, which the customer failed to advise. Our technician hooked scanner to the customers vehicle and retrieved the following codes: **** VGT Actuator driver circuit, OEM code **** VGT Actuator, and OEM code **** Intake Manifold pressure.
  After retrieving codes, our mechanic proceeded to diagnose truck referencing the retrieved codes, and found the Actuator was damaged and multiple bolts were broken. Also noticed Venturi tube needed to be clean, valves in turbo were chipped and damaged. The following day, our mechanic had a list ready of damaged parts that needed to be replaced. The list was given to our parts department to request an estimate for the cost of this repair.
  On July 21, 2022, customer was sent Estimate # ****** (see the attached). After customer approved of estimate, and the listed parts were ordered.Due to the quantity and availability of parts, not all arrived by the same day.We advised customer of the difficulty it has been to find parts available due to our vendors being short staffed and the companies not producing parts.
  By August 4, 2022, the customers vehicle was ready for a test drive, our mechanic saw the check engine light was gone, but the vehicle showed building up power issues. Our mechanic began diagnosing the customers vehicle to address this issue, when he found exhaust plugged, he proceeded to drop *** and DOC to further diagnose and came across severe ash build up. Informed customer that the *** and DOC need to be sent out to see if it can be cleaned or if it needed to be replaced. For this repair we sent customer Estimate # ****** and waited for customer to approve. This was also when customer came to our facility to road test his vehicle and ended up misplacing the keys to his vehicle and after multiple of our employees were looking for it, customer informed us that he was leaving the state with the keys. To be able to start his vehicle and move it, we had to have a new key made.
  Then August 8, 2022, customer forwarded via email a form to submit documentation for a warranty repair to NTP Premium. Our manager replied to the customer that all requested information for warranty needed to be advised before any repair had started. There are different procedures with warranty companies, and customer never mentioned he wanted to try to cover the costs with warranty.  After, customer agreed to be held responsible for cost of repairs and ask if truck was ready; however,the estimate for this repair was never approved, so it was until he approved that we sent the *** and DOC to address multiple issues like Soot level and the ash level found in the plugged EGR Cooler.
  For the customers concern, our manager sent pictures of the parts that were in bad shape.
  After we received the *** and DOC, we installed it back on the customers vehicle along with new gaskets and clamps. Unit was road tested and customer came in to pick up unit.
  Customer did call daily on status of his vehicle and requested to speak to our service manager; however, our service manager spends most of his day outside in the bay area of our shop supervising our mechanics. Our staff tried to provide as much information as possible, but were not able to provide exact dates, or times due to the limited information we had on national back ordered parts, unit needing to be diagnosed, issues failed to be informed from the start, and our manager having an emergency. We understand the customers frustration and because of that, our company wanted to work with him and discounted the charge of parts and labor to replace intake manifold gasket and other items. We value our customers and in order to satisfy him, we discounted an additional 20 hours of labor to keep him as a customer.

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