ComplaintsforBlue Star Brothers Auto Repair

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im contacting you to put in a complaint in regards to my 2014 ******* MKZ. On November 15, 2022. I brought in my car to a garage called Bluestar brothers auto repair. They are a repair facility in Glendale ********. The reason that I brought my car in to this repair facility was because my trunk was not opening, and I thought it was due to a dead battery, my battery seem to die every other day so I brought it in to be looked at. The recommendations from Blue Star Brothers auto repair was the lift-gate motor and latch was not getting any power nor a signal from the module so they created an estimate: #****.The total cost came out to $1568.89. Apparently the garage mechanic broke my back up camera. I didnt bring my car into the shop with anything broken, except for what my chief complaint was for bringing it to the garage in the first place, so the garage reached out to me I believe her name was ***** and they told me that the mechanic broke my rearview back up camera and they said that they would get Carchex my warranty holder to pay for it. I let them know that the ******* can only take original spec parts so a month or two go by and nothing is fixed. Long story short the want me to pay $1,500 for something I didn't break. They ordered two aftermarket cameras that did not work and as a result of those cameras not working, they blew out wires or what have you. Now the mechanic at Blue Star Brothers auto repair is telling me that the monitor or the navigation screen is fuzzy after he installs the original spec camera, another month and a half goes by. Im making every effort calling them and making sure everything is going to plan, and theyre promising me that oh I dont have to pay anything out-of-pocket. They said I dont have to pay anything out-of-pocket, their exact words.So, I receive a phone call February 16 in the evening, They told me that I have to pay $1500 to get my car back.Please help me in this matter.Respectfully,***********************************************

  Business response

  02/17/2023

  Hi,

   

  Please review this complaint, customer is targeting our repair facility, when his extended warranty company is the one who denied his claim. Customer brought in his vehicle due to a draining battery, upon diagnostics, the lift gate module was causing a short creating a big electrical problem to his vehicle.  CarShield which is his warranty company did not October reprogramming of new unit and they supplied parts.  Upon replacement his back up camera was still not working, which we ran another diagnostics.  ********* refused to replace module with an OEM unit, and once again they sent us the repair facility, an aftermarket camera, after we specifically stated we needed an OEM camera.  They refused.  We replaced the camera which again was giving the same issue of not turning on.  After back and forth with his **************** we final replaced the camera with a New OEM from ******** but now his radio screen had a static image.  We continue to perform further diagnostics and checked all electrical components, and had an electrician look at the vehicle and seems that original issue had caused an extensive short in the system and now the display unit needs replacement.  Customer is upset with repair facility, because his own **************** denied the claim due to it not being a covered component.  We advised customer that the radio with labor and installation would be $1,500 of he wanted to go forward with it.  ********* refused to pay diagnostics which according to his contract states that if a component is not covered diagnostics falls on the customers responsibility.  Now customer is making an accusation that we are responsible, when his warranty was the one who provided the parts and the short caused the radio to do bad which is not covered by his warranty company.  Please review complaint, for this complaint should not be towards the shop but towards his Extended **************** CarShield, who denied his claim.  We are currently waiting on customer authorization to proceed on the radio unit.  
  

  if there are any questions, please feel free to contact our Regnional Manager at ***********.  Thank you!

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To reply, my chief complaint for bringing in my car was for a trunk that was not opening, lets be very clear. I have a bill for one complaint which is for my trunk. **************** wrote up another bill and wrote in as if it was me saying that I need another camera and monitor navigation screen. I signed only one bill estimate that's why I have attached both. This is very erroneous on BLUE STAR because where I'm from if you break something you pay for it. My warranty company said they should pay for the screen. My warranty Is this company already paid for the back up camera that BLUE STAR broke. I contacted the New York Attorney General, and DMV Complaint Unit and we'll see what they say about these sort of practices. I should not pay for anything that I did not break. My warranty company also has on record that I did not want BLUE STAR to work on my camera, my wishes are documented. I did not sign for the extra work to be done. This business is very shady, and I'm sorry I took my vehicle here.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  02/23/2023

  Hi, Our Regional Manager spoke to customer and explained everything in details on what happened during the repair process. There seems to be a misunderstanding, for the repair shop did not break the camera.  We still have the original camera, which is intact and not broken.  What had happened was the short of the module shorted out the camera internally, and is why we requested a new camera and the warranty approved of it.  After the warranty sent out 2 aftermarket cameras and it didnt not work, we attempted a New OEM camera as we requested from CarShield originally and it worked, but the screen had a static.  We had believed maybe a defected camera or a short ground due the original electrical problem this vehicle came in for, but it was not the issue. The screen went bad which was not even touched since the camera and lift gate module are in the trunk.  I explained to the customer that we replaced the screen to test it out and the image came back to normal.  We also have the original screen, which can be seen, unfortunately customers **************** does not want to cover the Radio, because it is not a covered component under his contract.  We have the customer the option to replace or to put back his old radio, but was upset because he has to come out of pocket for something his warranty does not want to cover.  Everything was explained to the warranty and noted that the screen couldve shorted out due to the original electrical issue and or as a result of using aftermarket parts which was supplied by them.  We advise customer to file complaint against CarShield for not approving the correct parts and proper repair procedures as stated on Motor and by ********  Once again, this complaint is being redirected to the repair shop, when it needs to be directed to *********, who many times attempts to find reason cut corners during a repair process.  Accordingly to *** Law, their adjusters do not even negotiate labor ours or repairs.  They just pay whats under their guidelines, even though producers are shown differently.  As a result we spoke to the customer to come up with a resolution, and now waiting on his decision whether or not he wants to approve a radio replacement or to keep his vehicle back with his original radio that will have a static image when back up camera is activated.  If there are any other questions please feel free to contact us at anytime.  

  Customer response

  02/23/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The mechanic charged me for a diagnostic when I informed them of the problem when taking the vehicle to the shop regarding my *****. Display not working and me having problems with my battery. Also Im under the mileage limit where I should have not been charged for these services of diagnostics

  Business response

  12/05/2022

  To whomever this may concern, 

  We are writing in regards to **************************** complaint. 

  There seems to be a misunderstanding in regards to ********************************** visit to our facility. When the customer first arrived to our facility, his main complains about his vehicle were "Battery Dead, Screen Black". After a careful diagnostics, we learned that both his main and auxiliary batteries were no good, and he needed a new Radio Assembly as the screen was malfunctioning. *************** did tell us he went to Auto Zone to get his Batteries checked out, and Auto Zone advised him that he needs to get his batteries charged, but they did not want to do the work. Upon out technicians diagnostics, the batteries were no good and they were not holding charge. We did advise *************** that if he wanted to just recharge, we can do that but we would not provide any warranty. We did submit proof to *************** to show the condition of his batteries. **************************** extended warranty do not cover batteries and other maintenance or wear and tear, which upset ************************* 

  In regards to his complaint, it is inaccurate. As you can see in the attached file, the Diagnostics was completed discounted. Although it was performed at Auto Zone, their diagnostic was incorrect - in which case we would normally charge full price diagnostics. Please review attached invoice and customer complaints.  If there are any questions please feel free to contact our Regional Manager. ***********, at ************.

   

  Thank you for your time and concern;

   

  Blue Star Brothers

*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. ↩