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Starr's Auto Repair, Inc.

Phone: (850) 939-3107Fax: (850) 939-3872

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
02/15/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Delayed completion of service

Complaint: Srarr auto did not deliver my vehicle in a timely manner after loading it onto their flatbed truck.
******'s Auto Repair Inc. loaded my disabled vehicle onto their flatbed truck at 10 A M 2-11-13.
The driver said it would be delivered to Gary Smith Ford Dealership in Ft Walton beach within the hour. The Vehicle was not delivered until 2PM . Calls to ******'s confirmed they had unloaded
my vehicle at their garage while they made tows to Pensacola. This is no what was agreed to.
My vehicle should not have been unloaded at their
garage in Navarre. It was loaded at my home onto a flatbed truck and should have remained there
until delivery at ford dealership in a timely manner.

Business' Initial Response
In response to Case # XXXXXXXX: ****** Ann ******

******'s Auto Repair would like to apologize for any inconvenience to Mrs. ******. It is not our practice to upset our customers. We would like to take this opportunity to state our version of the situation. Mrs. ******'s vehicle was dispatched on X-XX-XX and our wrecker driver arrived on time. Allstate (per AT&T service contract) informed our driver that Mrs. ******'s policy covered a hook-up fee and the first 11 miles towed or a total of $50.00. Mrs. ****** was responsible for the remaining miles 9 miles to Gary Smith Ford in Fort Walton Beach. Our overage fee is $5.00 per mile. Our driver only charged Mrs. ****** for 8 miles at a total of $40.00. Our contract with Allstate provides for a show up time only. We try our best to get our customers vehicles where they need to be in a reasonable amount of time. ******'s Auto Repair did not guarantee any delivery time to the Gary Smith Ford destination. It is extremely difficult to promise any delivery time due to office tow dispatching, second vehicle hook-ups or traffic. We feel the charges are fair and within contract with our Allstate provider. We are very sorry for any misunderstanding or inconveniences that Mrs. ********* may have had regarding her vehicle tow. Our tow company has been in service since 1978, servicing our community as well as the Santa Rosa County Sheriff's department. We provide quality service with courteous and helpful drivers and will work harder for Mrs. ****** in the future. Once again, thank you for your business but at this time we have to decline any refunding due to services rendered.

Sincerely,
****** ******
******'s Auto Repair

05/01/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Repair Complaint Issue

Complaint: Overcharged for repair & Installed new parts on motor without doing head gasket test in very beginning.
Starrs worked on my BMW 1994IC for week.Car was Towed & Engine was running smooth& No White Smoke from Exhaust on Arrival.Starrs installed new parts,for coolant Hose connector &thermostat.Called Said Car was not running Right.SO further testing Called Said Head Gasket Was Blown on BMW. I picked car up was not even hardly running& had white smoke from exhaust.March XX XXXX Charged $848.61 total in parts labor & tow.They did not do a Head Test before putting new parts on engine Nor Did the car Run poorly& White Smoke on Arrival to their Shop.

Business' Initial Response
Mr. ****** had originally taken his vehicle to another repair facility because his engine was overheating. He had informed ******'s that the other facility was unable to repair his car. He elected to have his car towed to ******'s for further assistance. Mr. ****** informed ******'s that he had only driven the car a few miles before pulling over and that the car was overheating. ******'s performed a cooling- system troubleshoot and found the coolant tube under the intake manifold was broken and recommended that most likely the cylinder head gasket may have failed due to this. . At this point Mr. ****** was given choices and an estimate. Mr. ****** insisted he did not have a blown head gasket because he only drove the car a few miles in its condition. He insisted that ******'s only repair the leak and to go ahead with these minor repairs. ******'s was reluctant to repair this coolant leak because of this situation, but Mr. ****** was adamant.
All repairs are performed by certified ASE technicians. ******'s stands by our work. We are more than willing to work with Mr. ****** in rectifying the situation and welcome him to return to ******'s Automotive Service. At this time we must decline any monetary reimbursement, but we are willing to apply previous services towards the new repair estimate.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Starrs did not pick car up from a repair shop.I stopped car before it went to red in front of a motorcycle repair shop.The car was still running good and did not have white smoke.They called said I just had a hose connector broke.I ok replaced part.Three days later.They said car was running little rough,So I went to repair shop and saw that it was little rough But it had no white smoke.So I ok Starrs to check car again.Finally after week of this ,they called and said my head gasket was blown.I went to repair shop again.The car had heavy white smoke coming from it and was not barely running.I towed car to Pensacola BMW only repair shop.Car is now repaired.Starrs blew my head gasket @ there shop.I want full refund.

Business' Final Response
******'s regrets Mr. ****** response and feels Mr. ****** has misrepresented himself and the circumstances regarding his situation. Mr. ****** called for a tow stating that his car had coolant pouring out and was running hot. ******'s picked up the vehicle from an Al's Auto and Motorcycle repair were they would not fix his vehicle. ******'s performed a 1 hour SVC engine performance troubleshoot, the results showed a cylinder #2 head gasket failure and is stated thus on his invoice. Mr. ****** was given the results and recommendations from the service department. Mr. ****** adamantly decided not to undergo head gasket work and only wanted the coolant leak fixed. All work was agreed to by Mr. ******. When Mr. ***** picked up his car, he was informed that the car was running poorly and had a head gasket failure that still needed to be repaired. In regards to the white smoke Mr. ****** is referring too, is water in the combustion chamber caused by a blown head gasket. This white smoke was not visible because the system would not hold pressure due to the coolant leak. Mr. ****** has stated himself that ******'s called and explained the situation. Once again, ******'s wants to reiterate that Mr. ****** was informed that diagnostics confirmed a # 2 cylinder head gasket failure. ******'s did not damage his head gasket (for it was preexisting due to overheating).
It is regretful but ******'s still stands on our decision to decline a refund. We would like to extend best wishes to Mr. ****** and hope this concludes our business.

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