Tex Star Automotive Inc

Please find attached your copy.of the invoice concerning Mr ***,s complaint of services rendeered on 9/92015 My name is *** I am the GMhere at Texstar Auto care Mr *** was refered to us
by another customerHe came to us on 9/9/for a transmission service and brake system inspectionI asked Mr *** if he was having any transmission issues he said noI had a long conversation with Mr *** about the risks involved with doing a transmission service out side of the intravals recommended by the dealer such as slipping and total failureThis is caused when new fluid is intraduced to the system causing deposits to breake loose and clog the fluid passagesAnd due to this we could not be held responsible for and failureMr *** decided to move fwd with the servicethe truck was parked in front of the bay so I pulled it straight into the bay.I performed the service in accordance with the oem manual and used oem equivalent fluid and filterI performed the service my self I used a high grade high vibration rtv sealant to help seal the new gasket to the bottom of the transmission pan also all bolts removed were put back where they were removed from.when the service was complete and I was backing the truck out of the bay and noticed that the truck took a little while to go into reverse.I pulled it back in and double checked everything which all looked goodbacked the truck out called Mr*** told him of the issue he did not seem concernedHe came and got his truck settled his bill seemed happy and leftI did not hear from him again until mid Feb he called here I answered the phone my self Mr *** stated that he was on his way back from a long trip and his trans mission was slippingand he wanted to know what we were goin to do for himI told him he could bring the truck in and I would look at it but I reminded him of the conversation we had before the serviceand that we would not be responsible for internal damageHe said that is fine in aaggravated toneand hung up on meMr *** did not come to the shop until march he showed up wt pictures and a receipt from a toyota dealer stating that the wrong gasket was installed and the wrong boltsas stated earlier I use high vibration rtv and all bolt were put back accordingly toyota stated that there was a problem shift pattern that is electrical and in programing nothing to do wt rtv or boltshe damanded that we reimburse him the orgional amount and the amount for the dealer repair.I told him that we could not and would not do thatAt no time did were we ever given the truck to perform our own examinationMr *** than said that he would not be coming here for anything elseI told him I was sorry he felt that way but that was his choiceI have seen this issue before customers come in for trans service only when there is a issue thinking a service will fix itwe always advise them of risksWe here at Texstar auto car take total pride in our customer care and service we strive constantly to be the best in the industry. Thank you have a good day *** *** Genaral Manager TEXSTAR AUTOMITIV

TExsTAR AUTO CARE
August 31, Tex Star Automotive IncE Veterans Memorial BlvdKilleen, Texas *** *** Revdex.com Corporate Office La Posada Drive Austin, Texas RE: Complaint ID *** Dear *** ***: We pride ourselves on providing quality work and great customer serviceWe asked *** *** to bring the vehicle back to our shop and at that time she determined it was not possibleWe referred her to the NAPA warranty department so she could have the vehicle looked at by another NAPA auto care centerThe vehicle came to our shop overheating and running poorlyWe diagnosed the vehicle and found that it required spark plugs and a coil packWe recommended replacement of all coils because of time and mileageWe also discovered a leak in the water pump and recommended replacement and a cooling system flushThe work was authorized and the repair completedThe vehicle did not overheat during the test driveAt the time the vehicle was at our shop, the radiator did not present any concern that would lead us to believe it required replacementIt is possible that sediment was loosened during the cooling system flush that could have caused a blockageIf this was the case, the amount of buildup to cause a blockage would be due to a lack of cooling system maintenanceIt is impossible for us to know what caused the radiator failure because we did not perform the repairThe customer is demanding her money back for everythingThe water pump replacement was required and the plug and coil change was not the cause of the overheating issueOur work was performed in good faith and we offered to look at her vehicle for no additional charge to determine the problemIf we had found a blockage in the radiator, we would have charged her for the replacement at a discounted rate to show our good faithThe work we performed is not disputed, the dispute lies in additional work that was required to fully satisfy the overheating concernThe customer states that they wasted money, but the repairs would have been required even if we had found a blockage in the radiatorWith all due respect, we feel this complaint is not justified*** *** Tex Star Automotive Inc

Please find attached your copy.of the invoice concerning Mr [redacted],s complaint of services rendeered on 9/92015     My name is [redacted] I am the GM. here at Texstar Auto care Mr [redacted] was refered to us by  another customer. He came to us on 9/9/2015 for  a...

transmission  service and brake system inspection. I asked Mr [redacted] if he was having any transmission issues he said no. I had a long conversation with Mr [redacted] about the risks involved with doing a transmission service out side of the intravals recommended by the dealer such as slipping and total failure. This is caused when new fluid is intraduced to the system causing deposits to breake loose and clog the fluid passages. And due to this we could not be held responsible for and failure. Mr [redacted] decided to move fwd with the service. the truck was parked in front of the bay so I pulled it straight into the bay.I performed the service in accordance with the oem manual and used oem equivalent fluid and filter. I performed the service my self I used a high grade high vibration rtv sealant to help seal the new gasket to the bottom of the transmission pan also all bolts removed were put back where they were removed from.when the service was complete and I was backing the truck out of the bay and noticed that the truck took a little while to go into reverse.I pulled it back in and double checked everything which all looked good. backed the truck out called Mr. [redacted] told him of the issue he did not seem concerned. He came and got his truck settled his bill seemed happy and left. I did not hear from him again until mid Feb he called here I answered the phone my self Mr [redacted] stated that he was on his way back from a long trip and his trans mission was slipping. and he wanted to know what we were goin to do for him. I told him he could bring the truck in and I would look at it but I reminded him of the conversation we had before the service. and that we would not be responsible for internal damage. He said that is fine in aaggravated tone. and hung up on me. Mr [redacted] did not come to the shop until march 21 he showed up wt pictures and a receipt from a toyota dealer stating that the wrong gasket was installed and the wrong bolts. as stated earlier I use high vibration rtv and all bolt were put back accordingly toyota stated that there was a problem shift pattern that is electrical and in programing nothing to do wt rtv or bolts. he damanded that we reimburse him the orgional amount and the amount for the dealer repair.I told him that we could not and would not do that. At no time did were we ever given the truck to perform our own examination. Mr [redacted] than said that he would not be coming here for anything else. I told him I was sorry he felt that way but that was his choice. I have seen this issue before customers come in for trans service only when there is a issue thinking a service will fix it. we always advise them of risks. We here at Texstar auto car take total pride in our customer care and service we strive constantly to be the best in the industry.                                          ...⇄ you have a good day                                          ...⇄                                         ...⇄ Manager                                          ...⇄ AUTOMITIV

TExsTAR AUTO CARE August 31, 2015 Tex Star Automotive Inc. 3612 E Veterans Memorial Blvd. Killeen, Texas 76543 [redacted] Revdex.com Corporate Office 1005 La Posada Drive Austin, Texas 78752 RE: Complaint ID [redacted] Dear [redacted]: We pride ourselves on providing quality work and great customer service. We asked [redacted] to bring the vehicle back to our shop and at that time she determined it was not possible. We referred her to the NAPA warranty department so she could have the vehicle looked at by another NAPA auto care center. The vehicle came to our shop overheating and running poorly. We diagnosed the vehicle and found that it required spark plugs and a coil pack. We recommended replacement of all coils because of time and mileage. We also discovered a leak in the water pump and recommended replacement and a cooling system flush. The work was authorized and the repair completed. The vehicle did not overheat during the test drive. At the time the vehicle was at our shop, the radiator did not present any concern that would lead us to believe it required replacement. It is possible that sediment was loosened during the cooling system flush that could have caused a blockage. If this was the case, the amount of buildup to cause a blockage would be due to a lack of cooling system maintenance. It is impossible for us to know what caused the radiator failure because we did not perform the repair. The customer is demanding her money back for everything. The water pump replacement was required and the plug and coil change was not the cause of the overheating issue. Our work was performed in good faith and we offered to look at her vehicle for no additional charge to determine the problem. If we had found a blockage in the radiator, we would have charged her for the replacement at a discounted rate to show our good faith. The work we performed is not disputed, the dispute lies in additional work that was required to fully satisfy the overheating concern. The customer states that they wasted money, but the repairs would have been required even if we had found a blockage in the radiator. With all due respect, we feel this complaint is not justified. [redacted] Tex Star Automotive Inc.

TExsTAR AUTO CARE August 31, 2015 Tex Star Automotive Inc. 3612 E Veterans Memorial Blvd. Killeen, Texas 76543 [redacted] Revdex.com Corporate Office 1005 La Posada Drive Austin, Texas 78752 RE: Complaint ID [redacted] Dear [redacted]: We pride ourselves on providing quality work and great customer...

service. We asked [redacted] to bring the vehicle back to our shop and at that time she determined it was not possible. We referred her to the NAPA warranty department so she could have the vehicle looked at by another NAPA auto care center. The vehicle came to our shop overheating and running poorly. We diagnosed the vehicle and found that it required spark plugs and a coil pack. We recommended replacement of all coils because of time and mileage. We also discovered a leak in the water pump and recommended replacement and a cooling system flush. The work was authorized and the repair completed. The vehicle did not overheat during the test drive. At the time the vehicle was at our shop, the radiator did not present any concern that would lead us to believe it required replacement. It is possible that sediment was loosened during the cooling system flush that could have caused a blockage. If this was the case, the amount of buildup to cause a blockage would be due to a lack of cooling system maintenance. It is impossible for us to know what caused the radiator failure because we did not perform the repair. The customer is demanding her money back for everything. The water pump replacement was required and the plug and coil change was not the cause of the overheating issue. Our work was performed in good faith and we offered to look at her vehicle for no additional charge to determine the problem. If we had found a blockage in the radiator, we would have charged her for the replacement at a discounted rate to show our good faith. The work we performed is not disputed, the dispute lies in additional work that was required to fully satisfy the overheating concern. The customer states that they wasted money, but the repairs would have been required even if we had found a blockage in the radiator. With all due respect, we feel this complaint is not justified. [redacted] Tex Star Automotive Inc.

Complaint: [redacted]
I am rejecting this response because: Tex Star never checked the radiator to my knowledge nor did the reply. Also, we brought car in the fix the problem and the issue was not resolved if it began to have the problem as we left the shop. The shop did offer to look at the car again, however, I informed them at the time that I do not live in Killeen anymore so this is not a possibility. That is why they referred us to the company who said we need a new engine and he was wrong too. I still feel that my money was wasted because my car was not fixed. It would have been a justified expense if the repairs had made a difference in my car. The car hasn't been repaired but I don't feel as if I can trust TexStar when they already have 1600 dollars of my money and my car has not seemed any different than it was before they "fixed" it.
[redacted]