Lone Star Automotive

November 11, Revdex.com Corporate Office [redacted] Response to Complaint ID: [redacted] Response: The Customer stated that we performed repairs to her vehicle without her authorizationShe also stated that we charged her for diagnostic fees that were not approved as wellThe fact is that it was her husband who brought the vehicle Into our repair facilityHe only gave us his phone number as a contactThis is not uncommon, we have husbands and wives who bring their spouses vehicle's in for repairs all of the time When the vehicle was brought in, her husband was advised that there would be a diagnostic fee for inspecting the vehicle and finding the cause of his concernHer husband stated that the vehicle had overheatedIn most cases when a vehicle overheats, we pressurize the cooling system and perform what is called a block test to check for blown head gasketsWe were unable to perform a block test at the time due to a coolant leakWe located the source, and found that there was a hose behind the throttle body that was leakingOur Service advisor called her husband and informed him that we needed to have that hose replaced and how much it would costHer husband approved the work to have the hose replacedOur technician also noticed that the vehicle was having an intermittent starting problemAgain, our Service Advisor called her husband and asked him if he would like for us to check what the problem was and reiterated diagnostic prices to him, her husband approved the additional diagnostics to the charging systemIt was diagnosed that the alternator failedHer husband declined the work to the alternatorAfter the technician replaced the hose, he was able to pressurize the cooling system and perform the block testHe determined that the vehicle had blown head gasketsAt this time, our Service Advisor contacted her husband and advised him of the findings and her husband was once again made aware of the amount due for repairs [redacted] Nov 5:22PM Lone Star Automotive P • There was no misleading fees or repairs performedHer husband was made aware of all prices and work being performed every step of the wayWe record all of our phone calls, and have in fact copies of the approvals made by her husband We are not responsible for any arrangement that the Customer and her husband may haveThe work was approved and In this case since they are married, it is assumed that both parties are responsibleWe believe that in this case, a spouse approving work or diagnostic fees should not be considered "unauthorized" just because that particular spouses name is not on the vehicle titleThe customer was indeed provided (emailed) with an invoice which itemized all charges and explained all findings Once again, the only contact information we were given by her husband was his phone number Please feel free to contact me with any questions regarding this response Regards, [redacted] [redacted] Lone Star Automotive [redacted]

January 19, Revdex.com Corporate Office [redacted] Dispute Resolution Specialist Response to Complaint ID: [redacted] Response: The customer stated that they were missing a Yeti Cooler and a Change Cup out of their vehicleThe Customer was advised that our facility has a fenced in area in which we do store customer vehiclesHowever, they were never advised that such fenced in area is "employee access" onlyWe had the fenced in area initially put in place due to numerous break-ins and vandalism on customer vehicles some years backThis is a courtesy service that we provide for our customersWe do as a precaution have a sign in our office asking customers not to leave anything of value in their vehicles, especially the bed of the truckThe gate in the fence is open from 7am to 6pm Mon- Fri, this allowing access to wrecker drivers, insurance adjustors or any customer that may need access to their vehicle for whatever reasonWe are not responsible for any items that are left on the back of a truck, we provide a fenced area, as a precaution, not a guaranteeUnfortunately there has been a rise of crime in our area and this is not something that we can controlAs for the missing Change Cup, this was not brought to our attention when the customer contacted us regarding the yeti coolerThe technician that performed the diagnostic on the vehicle has worked for this company for 20+ years and has never had any theft complaints against himDue to the nature of the complaint, I just don't find it just to accuse our employees of stealing these itemsIf there was a Yeti Cooler in the bed of that vehicle, we are not responsible for it missing, just like we would not expect Walmart to be responsible for something missing out of the bed of our company truck if we were parked in their parking lotThank you, [redacted] Lone Star Automotive [redacted]

January 19, 2015 Revdex.com Corporate Office [redacted] Dispute Resolution Specialist Response to Complaint ID: [redacted] Response: The customer stated that they were missing a Yeti Cooler and a Change Cup out of their vehicle. The Customer was advised that our...

facility has a fenced in area in which we do store customer vehicles. However, they were never advised that such fenced in area is "employee access" only. We had the fenced in area initially put in place due to numerous break-ins and vandalism on customer vehicles some years back. This is a courtesy service that we provide for our customers. We do as a precaution have a sign in our office asking customers not to leave anything of value in their vehicles, especially the bed of the truck. The gate in the fence is open from 7am to 6pm Mon- Fri, this allowing access to wrecker drivers, insurance adjustors or any customer that may need access to their vehicle for whatever reason. We are not responsible for any items that are left on the back of a truck, we provide a fenced area, as a precaution, not a guarantee. Unfortunately there has been a rise of crime in our area and this is not something that we can control. As for the missing Change Cup, this was not brought to our attention when the customer contacted us regarding the yeti cooler. The technician that performed the diagnostic on the vehicle has worked for this company for 20+ years and has never had any theft complaints against him. Due to the nature of the complaint, I just don't find it just to accuse our employees of stealing these items. If there was a Yeti Cooler in the bed of that vehicle, we are not responsible for it missing, just like we would not expect Walmart to be responsible for something missing out of the bed of our company truck if we were parked in their parking lot. Thank you, [redacted] Lone Star Automotive [redacted]

November 11, 2014
Revdex.com Corporate Office
[redacted]
[redacted]
[redacted]
[redacted]
Response to Complaint ID: [redacted]
Response:
The Customer stated that we performed repairs to her vehicle without her authorization. She also stated that we...

charged her for diagnostic fees that were not approved as well. The fact is that it was her husband who brought the vehicle Into our repair facility. He only gave us his phone number as a contact. This is not uncommon, we have husbands and wives who bring their spouses vehicle's in for repairs all of the time.
When the vehicle was brought in, her husband was advised that there would be a diagnostic fee for inspecting the vehicle and finding the cause of his concern. Her husband stated that the vehicle had overheated. In most cases when a vehicle overheats, we pressurize the cooling system and perform what is called a block test to check for blown head gaskets. We were unable to perform a block test at the time due to a coolant leak. We located the source, and found that there was a hose behind the throttle body that was leaking. Our Service advisor called her husband and informed him that we needed to have that hose replaced and how much it would cost. Her husband approved the work to have the hose replaced. Our technician also noticed that the vehicle was having an intermittent starting problem. Again, our Service Advisor called her husband and asked him if he would like for us to check what the problem was and reiterated diagnostic prices to him, her husband approved the additional diagnostics to the charging system. It was diagnosed that the alternator failed. Her husband declined the work to the alternator. After the technician replaced the hose, he was able to pressurize the cooling system and perform the block test. He determined that the vehicle had blown head gaskets. At this time, our Service Advisor contacted her husband and advised him of the findings and her husband was once again made aware of the amount due for repairs.
[redacted]
Nov 11 2014 5:22PM     Lone Star Automotive         6946310                P • 3
There was no misleading fees or repairs performed. Her husband was made aware of all prices and
work being performed every step of the way. We record all of our phone calls, and have in fact copies of the approvals made by her husband.
We are not responsible for any arrangement that the Customer and her husband may have. The work was approved and In this case since they are married, it is assumed that both parties are responsible. We believe that in this case, a spouse approving work or diagnostic fees should not be considered "unauthorized" just because that particular spouses name is not on the vehicle title. The customer was indeed provided (emailed) with an invoice which itemized all charges and explained all findings.
Once again, the only contact information we were given by her husband was his phone number.
Please feel free to contact me with any questions regarding this response.
Regards,
 
[redacted] 
[redacted]
Lone Star Automotive
[redacted]
[redacted]