All Star Automotive

We received your letter regarding complaint ID#: [redacted] The customer in question had come into our shop 3/10/on her way out of town to visit her ailing grandfatherShe had requested a transmission flush, front breaks, rotors, fan clutch, transmission line and fuel filter replacement, along with tires and condenserWe are unable to complete the job for Ms [redacted] due to her timing and Ms [redacted] was refunded the monies for her tires and condenser right away(Which we later learned she had a blow out and issues with her purchase elsewhere) When Ms [redacted] returned to town she contracted us regarding her transmission flush and line stating that she was not happyAt that time 3/31/she agreed to and was refunded The brakes, rotors, fan clutch and coolant added and labor were not refunded and we were compensated $for that service Respectfully, [redacted] All Star Automotive

Complaint: [redacted] I am rejecting this response because: he claimed he repossed the car april 4th and I have not had the car since 3/with proof and he hung up on me saying since I am going to be difficult he was going to mark it as reposedi have many witnesses that heard convo and can write letters stating I have not had said car since it broke downi would like of my money back or I will contact my lawyer and have him file the lawsuit I am looking in to Sincerely, [redacted] ***

vehicle was returned vehicle was returned so that I could look at the issue she was having with run-abilityEven though the vehicle was sold as is, I fixed the problem at no charge which took a few daysI then informed the customer her vehicle was ready for pick up and that the prior past due payments that were due before she had any mechanical issues were dueShe stated she didn't want the car anymoreI gave her a few more days to see if she changed her mind and wanted to continue with her contractI didn't here from her so I sent her a repossession letter requesting payment

sold this vehicle on 2/23/to Ms ***Her first payment was due on 3/5/and her second due on 3/20/I called her on 3/13, 15, 16, and 21st with no answer or response until 3/when she called very upset because her car was not running correctly and she believed it to be a major problem
She also stated that this problem just happend on 3/and offered no explanation for not making her payment or returning my callsShe brought the car back so I could have it checked out because I stand behind what I sellThe problem was a $part which I paid forI called her on 3/and told her the car was fixed and ready to be picked up and that she need to catch up on her paymentShe was still upset and said she didnt want the car anymore and hung up on meA few hours later a man who claimed to be dating her mother came by and inquired about the carI told him the car was fixed and ready to go, I suggested to go for a test drive with him to prove this factHe didn't want to do that and threatened me and my business with physical harm and I had to file a police reportAll star automotive had been in business since and pride myself on customer relations and quality products and have thousands of satisfied customers

To Whom it May Concern:We have received and reviewed this complaint, and refer you to the history of the complaints with #*** for further background information.Regarding the concerns and complaints of the work, we were only
contracted for body repairs on the driver side of the vehicleThis included the doors, quarter panel, door moldings, the post between the doorsWe also replaced the driver side lower control arm, and the rear driver wheel.The rear wheel was at no expense to the customer, and was given to make the vehicle drivablc as a courtesyIt was not in our initial agreement of expenses, and the customer did not have further timds to put into repairsAs far as the stated alignment, we did not do an alignment on the vehicleIt is not a standard service for us, and we recommend our customers to go in to a shop that has equipment for thrust alignment.The complaints about the cooling system are unfoundedThe fan and fan clutch were untouched as were the rest of the mechanics of the vehicleThe parts are not randomly interchangeable between vehicles, and there would be no purpose to removing them for the repairs that we were contracted to do.While we understand the customer was unhappy with the time frame of our repairs, again, we gave the labor as well as some of the pails for free in order to meet the customer's financial needs and complete the jobWe give an estimate of time to a customer with parts ordered as to how long repairs will take, but there is no guarantee-given to the time of completion as vendor deliveries and supply availability is out of our controlWe did our best to make it right with rental reimbursement and use of one of our vehicles, as well as eating costs.I will reiterate the costs again as I did in the previous complaintThe complete cost of repairs was $3,plus the cost of cash given amount tag to over $towards rental car reimbursement, in addition to time with a loaned vehicle from usThis totals $4,136.00, while the customer was only charged $2,All body repairs and painting

Complaint: [redacted]
I am rejecting this response because: he claimed he repossed the car april 4th and I have not had the car since 3/23 with proof and he hung up on me saying since I am going to be difficult he was going to mark it as reposed.. I have many witnesses that heard convo and can write letters stating I have not had said car since it broke down.. I would like 630 of my money back or I will contact my lawyer and have him file the lawsuit I am looking in to 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I haven't called him because I no longer wanted the vechile he can keep four hundred of the down payment as payment I would like 600 back or I'll will have the lawyer file the papers he stated on letter that he repoed the car April 4th which is lie and have already submitted all evidence with state attn general 
Sincerely,
[redacted]

Regarding complaint ID #[redacted], I apologize, but the letter dated July 21, 2014 is the first copy we have received. We would like to respond at this time- to the complaint.When Ms. [redacted] initially was quoted for the vehicle, it was based on used parts that were available per the...

supplier's quote of price and availability. This supplier was used in order to meet the customer's cost needs due to the out of pocket expense.When parts arrived and installation began, it was realized that parts were received that were not a good match with parts ordered. At this point, breakdown of the body and installation of the other parts had begun, and we were partially complete on the work. The  supplier had mistakenly inventoried  parts as fitting this vehicle  and did not have availability of the correct ones. The customer was informed of the supply issue, and did not request work to stop or return of the vehicle. Much searching was done to find the appropriate parts in the time that the vehicle was in our possession. Because we were unable to locate these parts, and time was passing, the company purchased new, more costly replacement parts from the dealer, taking on the expense as our own at that point.Though it is true that the vehicle was in our possession for the period of time of May 9, 2014 through July 15, 2014. every  effort  was made to complete the work and accommodate the customer's needs. Cash was given in portions to the customer in the approximate amount of $900 to cover vehicle rental as a customer courtesy, although it is not in our contract or our service requirement to do so. No receipts were provided by the customer showing rental costs. This was purely on her word. We also attempted on two occasions to provide one of our vehicles for the customer use, and it was refused on the first attempt, accepted on the second.The customer states in the complaint that we already had towed the vehicle, and she felt "stuck". Vehicle towing is a service we offer through one of our trusted towing service providers at an affordable rate, and would have been happy to return it to her had she requested. Keeping the vehicle in our bay for the length of time required to obtain parts and complete the job was of no service to us, as it impeded our progress on other jobs creating further revenue loss to us that  can be clarified in this letter. She also stated concerns of not being able to contact us. We are a small business, and do not have consistent reception help which she was aware of upon  her first contact  with us. We always welcome our customers to stop in and see progress, especially if they are unable to reach us immediately by phone. The complete cost of repairs after going through the hoops to accomplish what was initially to be a simple job was $3,236.00 plus the cash of $900 given in car rental fees, in addition to the cost of use of one of our vehicles. All in all, over $4,100.00. Because we were unable to complete the. work  as quickly  as we'd anticipated based on vendor quotes, the customer was only charged for the initial $2,000.00 as quoted, creating a revenue loss for us. We regret that the situation with parts was out of our control, but we feel we more than remedied it with the cost offset and financial loss to us, as well as attempts to accommodate the customer's transportation needs during our repair window.

We received your letter regarding complaint ID#: [redacted]. The customer in question had come into our shop 3/10/14 on her way out of town to visit her ailing grandfather. She had requested a transmission flush, front breaks, rotors, fan clutch, transmission line and fuel filter replacement, along...

with tires and condenser. We are unable to complete the job for Ms. [redacted] due to her timing and Ms. [redacted] was refunded the monies for her tires and condenser right away. (Which we later learned she had a blow out and issues with her purchase elsewhere)
When Ms. [redacted] returned to town she contracted us regarding her transmission flush and line stating that she was not happy. At that time 3/31/2014 she agreed to and was refunded 180.00. The brakes, rotors, fan clutch and coolant added and labor were not refunded and we were compensated $250.00 for that service. 
Respectfully,[redacted] 
All Star Automotive

We received your letter regarding complaint ID#: [redacted]. The customer in question had come into our shop 3/10/14 on her way out of town to visit her ailing grandfather. She had requested a transmission flush, front breaks, rotors, fan clutch, transmission line and fuel filter replacement, along...

with tires and condenser. We are unable to complete the job for Ms. [redacted] due to her timing and Ms. [redacted] was refunded the monies for her tires and condenser right away. (Which we later learned she had a blow out and issues with her purchase elsewhere)

When Ms. [redacted] returned to town she contracted us regarding her transmission flush and line stating that she was not happy. At that time 3/31/2014 she agreed to and was refunded 180.00. The brakes, rotors, fan clutch and coolant added and labor were not refunded and we were compensated $250.00 for that service. 

Respectfully,[redacted] 

All Star Automotive

To Whom it May Concern:We have received and reviewed this complaint, and refer you to the history of the complaints with #[redacted] for further background information.Regarding the concerns and complaints of the work, we were only...

contracted for body repairs on the driver side of the vehicle. This included the doors, quarter panel, door moldings, the post between the doors. We also replaced the driver side lower control arm, and the rear driver wheel.The rear wheel was at no expense to the customer, and was given to make the vehicle drivablc as a courtesy. It was not in our initial agreement of expenses, and the customer did not have further timds to put into repairs. As far as the stated alignment, we did not do an alignment on the vehicle. It is not a standard service for us, and we recommend our customers to go in to a shop that has equipment for thrust alignment.The complaints about the cooling system are unfounded. The fan and fan clutch were untouched as were the rest of the mechanics of the vehicle. The parts are not randomly interchangeable between vehicles, and there would be no purpose to removing them for the repairs that we were contracted to do.While we understand the customer was unhappy with the time frame of our repairs, again, we gave the labor as well as some of the pails for free in order to meet the customer's financial needs and complete the job. We give an estimate of time to a customer with parts ordered as to how long repairs will take, but there is no guarantee-given to the time of completion as vendor deliveries and supply availability is out of our control. We did our best to make it right with rental reimbursement and use of one of our vehicles, as well as eating costs.I will reiterate the costs again as I did in the previous complaint. The complete cost of repairs was $3,236.00 plus the cost of cash given amount tag to over $900 towards rental car reimbursement, in addition to time with a loaned vehicle from us. This totals $4,136.00, while the customer was only charged $2,000.00. All body repairs and painting

Regarding complaint ID #[redacted], I apologize, but the letter dated July 21, 2014 is the first copy we have received. We would like to respond at this time- to the complaint.When Ms. [redacted] initially was quoted for the vehicle, it was based on used parts that were available per the...

supplier's quote of price and availability. This supplier was used in order to meet the customer's cost needs due to the out of pocket expense.When parts arrived and installation began, it was realized that parts were received that were not a good match with parts ordered. At this point, breakdown of the body and installation of the other parts had begun, and we were partially complete on the work. The  supplier had mistakenly inventoried  parts as fitting this vehicle  and did not have availability of the correct ones. The customer was informed of the supply issue, and did not request work to stop or return of the vehicle. Much searching was done to find the appropriate parts in the time that the vehicle was in our possession. Because we were unable to locate these parts, and time was passing, the company purchased new, more costly replacement parts from the dealer, taking on the expense as our own at that point.Though it is true that the vehicle was in our possession for the period of time of May 9, 2014 through July 15, 2014. every  effort  was made to complete the work and accommodate the customer's needs. Cash was given in portions to the customer in the approximate amount of $900 to cover vehicle rental as a customer courtesy, although it is not in our contract or our service requirement to do so. No receipts were provided by the customer showing rental costs. This was purely on her word. We also attempted on two occasions to provide one of our vehicles for the customer use, and it was refused on the first attempt, accepted on the second.The customer states in the complaint that we already had towed the vehicle, and she felt "stuck". Vehicle towing is a service we offer through one of our trusted towing service providers at an affordable rate, and would have been happy to return it to her had she requested. Keeping the vehicle in our bay for the length of time required to obtain parts and complete the job was of no service to us, as it impeded our progress on other jobs creating further revenue loss to us that  can be clarified in this letter. She also stated concerns of not being able to contact us. We are a small business, and do not have consistent reception help which she was aware of upon  her first contact  with us. We always welcome our customers to stop in and see progress, especially if they are unable to reach us immediately by phone. The complete cost of repairs after going through the hoops to accomplish what was initially to be a simple job was $3,236.00 plus the cash of $900 given in car rental fees, in addition to the cost of use of one of our vehicles. All in all, over $4,100.00. Because we were unable to complete the. work  as quickly  as we'd anticipated based on vendor quotes, the customer was only charged for the initial $2,000.00 as quoted, creating a revenue loss for us. We regret that the situation with parts was out of our control, but we feel we more than remedied it with the cost offset and financial loss to us, as well as attempts to accommodate the customer's transportation needs during our repair window.