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In Northeast California

BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Five Star Auto Care meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Five Star Auto Care include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Five Star Auto Care
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 19, 1991 Business started: 01/01/1980 in CA Business started locally: 01/01/1980
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Bureau of Auto Repair- BAR
10949 North Mather Blvd, Rancho Cordova CA 95670
http://www.bar.ca.gov/
Phone Number: (800) 952-5210

Type of Entity

Sole Proprietorship

Business Management
Mr. Mark Smith, Owner
Contact Information
Principal: Mr. Mark Smith, Owner
Business Category

Auto Repair & Service Auto Smog Inspection Auto Repair - Steering & Suspension Auto Repair - Tune-Up Auto Repair - Maintenance Brake Service

Products & Services

Five Star Auto Care is a full-service auto repair, maintenance and smog center in Auburn, CA.


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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Email Addresses

  • - eQuote
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Complaint Detail(s)

10/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was charged for smog test even though I was told it would not pass.I knew that and needed to know what was wrong.Not for a test that told me nothing! Wanted to know what was wrong! Needed smog for DMV.I knew it would not pass,And was told so by them befor they tested. Instead of finding what was wrong as I requested. They ran the smog test any way.Charged me $51.00 to tell me something we both knew!Then wanted to charge me $200. To find out what was wrong in the first place.Deceptive and shotty business practices. If I were an man this would never of happen.Shame on them!

Desired Settlement: For them to not prey on single women! I took my car to another business and was fixed and smogged for $100. The fix was my car needed a code entry.Not a $251 test!I also plan on turning them in to the State! These practices are preditory!

Business Response: Business' Initial Response
On September 13th, 2012, we received the BBB "final member notice" regarding this case. This is the first time we were made aware of the issue. We received no correspondence regarding this case, other than this final member notice. That said, we regret to hear that Ms ****** had an unsatisfactory experience here at our shop. It is not uncommon for people whose vehicle has failed the required smog inspection to be unhappy. We did our best to explain to Ms ****** the reasons why her vehicle failed and her options (CAP, VRRRM programs). As a courtesy, Ms ****** was informed prior to the smog inspection that her vehicle would fail because the check engine light (MIL) was illuminated. Informing her of this outcome is not required by state law. Ms ****** authorized verbally and in writing to proceed with the smog inspection. (images of invoices here: http://imgur.com/a/buxNu) As to the rest of Ms ******'s complaint, we are confused about the following: >First: We do not quote "set prices for diagnostic work" because we do not have a set price for diagnostic work. We only charge for parts and the labor time it takes to diagnose the problem. We do commonly tell customers that diagnostic time can range from $48 to $200 (1/2 hour to 2 hours), depending on how long it takes us to properly diagnose the vehicle issue. Perhaps Ms ****** misunderstood. >Second: In her BBB complaint on the 27th of June 2012, Ms ****** claimed her vehicle was repaired and the smog inspection completed. However, public smog check records (available for search here: http://www.bar.ca.gov/pubwebquery/vehicle/pubtstqry.aspx) indicate her vehicle was not smog certified until July 2nd, 2012. >Third: Ms ****** states "the fix my car needed was a code entry" which is impossible because such a fix does not exist. >Fourth: Since we are a woman-owned business, and we employ an additional female service advisor, we were shocked to hear Ms ******'s claims that we took advantage of her due to her gender.

Business' Final Response
(****** here: I typed up a LOT more than is showing! I'll have to retype it, I guess.) As to the rest of Ms ******'s complaint, we are confused about the following: First: We never quote a set price for diagnostic, because we do not have a set price. We only charge for the amount of time necessary to do a proper diagnosis, which can vary greatly from vehicle to vehicle, and we do not know how much time is necessary until we perform the diagnosis. We do commonly tell customers that the diagnosis could range from $48 to $200 (1/2 hour to 2 hours) Second: In Ms ******'s BBB claim filed on 6/27/12, she states "I took my car to another business and was fixed and smogged for $100." However, a search of the public smog check history shows that her vehicle was not smog certified until July 2nd, 5 days AFTER the BBB complaint was filed. Third: Ms ****** stated "the fix was my car needed a code entry". No such repair exists. Fourth: As a woman-owned business, that employs a female service advisor, we are shocked to hear Ms ******'s claim that we took advantage of her due to her gender and marital status.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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