Five Star Auto Center

Business Response to a Complaint Response: Mr[redacted] vehicle broke down and we were called up to tow the vehicle through***He said he knew what was wrong with the vehicle and that it was a clutch master and asked for a price for a clutch master, I told him the price would be $The installation of clutch master as Mr [redacted] requested to have installed did not resolve his issueApparently after he found out the clutch master was bad, he had continued to drive the vehicle which caused further extensive damage to the gear box and clutch as wellI notified Mr [redacted] that the clutch master did not resolve his problem as he had thought and that there was further damage and asked him if he would like us to proceed to diagnose what the problem with the vehicle was and what the cost for further diagnosis would beSo I had my Technican spend hours taking down the transmission and diagnosing the problem and to see if there was some way we could try and fix it inexpensively for Mr[redacted] Unfortunately there wasn't and this would end up being an expensive repair for Mr[redacted] [redacted] from [redacted] was aware of the all the work we performed for Mr[redacted] and how we went out of our way to try and assist himThe initial cost for the clutch master alone was $300, but the further diagnosing of the problem and the labor spent his bill went up to $460, I did not charge him the hours of labor which would have been well over $alone just for the diagnosing which we spent on the vehicle, I only charged him hour to try and help him out, and of course taxesSince the time of the complaint, the customer has turned over the title in lieu of making payment and I believe this issue is resolved Sent on: 8/11/1:33:PM Sent by: [redacted]

We have been in constant contact with ***, the motor club who received this call from the customerIn addition, his insurance company has contacted us and has spoken to the driver who performed the service on that date and received the drivers side of the storyAs there is always two sides to every storyFrom my last conversation with the motorclub it is under investigationIn regards to how long it took to get to this gentlemen, we are only the service provider and we receive calls from his motor club, we gave them an ETA of hour when we received the call from them and we got on scene within the hourWe have no idea how long they had the call or if perhaps they originally sent out another provider who for some reason had to cancelSometimes long ETAs are accepted because the motorclubs have no other providers in the area at that specific moment, yet the motorclub still wants to provide their customer with the serviceSo in regards to how long he waited we can not control that part of it, nor do I know what the motorclub told himThis situation has not been disregarded by any meansWe are waiting to hear back from the insurance companies and will act appropriately upon their direction

The details of this situation are far more intricate than what I would like to express over the internet, if you would like to discuss you are more than welcome to call for detailsThere are documented facts, but this is not something to be discussed over the computer for all fairness to all parties

We have been in constant contact with [redacted], the motor club who received this call from the customer. In addition, his insurance company has contacted us and has spoken to the driver who performed the service on that date and received the drivers side of the story. As there is always two sides to...

every story. From my last conversation with the motorclub it is under investigation. In regards to how long it took to get to this gentlemen, we are only the service provider and we receive calls from his motor club, we gave them an ETA of 1 hour when we received the call from them and we got on scene within the hour. We have no idea how long they had the call or if perhaps they originally sent out another provider who for some reason had to cancel. Sometimes long ETAs are accepted because the motorclubs have no other providers in the area at that specific moment, yet the motorclub still wants to provide their customer with the service. So in regards to how long he waited we can not control that part of it, nor do I know what the motorclub told him. This situation has not been disregarded by any means. We are waiting to hear back from the insurance companies and will act appropriately upon their direction.

We were waiting for the parts to come in, they were on back order. We told the customer that the car wasn't ready yet, but she wanted to take it anyway. Since than the parts have come in and have all been installed. In addition, after repairing her vehicle, she said that her keyless entry remote...

wasn't working which had nothing to do with the accident she was in, after diagnosing the problem found out she had an electrical switch not working on the rear latch for the tailgate which was not related to the accident. We repaired for her for no charge

The details of this situation are far more intricate than what I would like to express over the internet, if you would like to discuss you are more than welcome to call for details. There are documented facts, but this is not something to be discussed over the computer for all fairness to all...

parties.

Business Response to a Complaint
Response:
Mr.[redacted] vehicle broke down and we were called up to tow the vehicle through[redacted]. He said he knew what was wrong with the vehicle and that it was a clutch master and asked for a price for a clutch master, I told him the price would be $300.00. The...

installation of clutch master as Mr [redacted] requested to have installed did not resolve his issue. Apparently after he found out the clutch master was bad, he had continued to drive the vehicle which caused further extensive damage to the gear box and clutch as well. I notified Mr. [redacted] that the clutch master did not resolve his problem as he had thought and that there was further damage and asked him if he would like us to proceed to diagnose what the problem with the vehicle was and what the cost for further diagnosis would be. So I had my Technican spend 8 hours taking down the transmission and diagnosing the problem and to see if there was some way we could try and fix it inexpensively for Mr.[redacted]. Unfortunately there wasn't and this would end up being an expensive repair for Mr.[redacted]. [redacted] from [redacted] was aware of the all the work we performed for Mr.[redacted] and how we went out of our way to try and assist him. The initial cost for the clutch master alone was $300, but the further diagnosing of the problem and the labor spent his bill went up to $460, I did not charge him the 8 hours of labor which would have been well over $800 alone just for the diagnosing which we spent on the vehicle, I only charged him 1 hour to try and help him out, and of course taxes. Since the time of the complaint, the customer has turned over the title in lieu of making payment and I believe this issue is resolved.
Sent on: 8/11/2014 1:33:29 PM
Sent by: [redacted]