Complaints

This profile includes complaints for Five Star Exhaust and Quick Lube's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Five Star Exhaust and Quick Lube

  1498 Leestown Road Lexington, KY 40511

• 

  Five Star Exhaust and Quick Lube

  26 E Washington St Winchester, KY 40391

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 7/27/2023 4:10pm
  Paid $1,526.00
  Paid for heater core replacement.
  Invoice * *****
  Pictures added
  After paying for my SUV (Nissan Pathfinder) i opened my vehicle to find the dashboard was completely destroyed and in over a dozen pieces spread out in the dash, floorboard. i went back into the auto repair office and the lady said they was some difficulty removing the dash and the mechanic had a handful of electronic pieces he said broke off while working on the SUV. he came back out to me SUV with me and promised to repair the damage. The BOSE speaker system no longer works. the dash is completely destroyed, the gear shift is scratched up, the thermostat knobs are all scratched up, the gear lock plug is broken off, the gear shift light no longer illuminates. All said part were functioning and not damaged prior to dropping off my SUV at their shop on 7/18/2023.
  I called them every other day and then every week for months. i left numerous Voicemails and spoke to the receptionist often. She always said the owner or mechanic would call me back but they did not. i received one call back that they said they had part of a replacement speaker in house and asked would i rather wait until all part are in house. i said yes. and i have never received a call back since.
  After seeing the horrible workmanship i opened up my hood after driving home and i had to spend a hr+ fixing what they did not finish. they did not connect the zip ties with push pins. broke several ties, two of the air intake flex tub / hose / pipe was broken, etc. They also did not reconnect the panel under the steering column, i reconnected it.
  The business has not tried to resolve the issue in good faith. they ignore my calls and VM's. they refused to give my money back or make right on the situation.
  i have had a lot going on lately with a house fire and deaths in the family but i have still tried to resolve the issue. they have not been in good faith trying to do the same thing.

  Business Response

  Date: 02/07/2024

  I appologize for the Issues with your vehicle. We have had the speakers for quite a while. I was not aware of any other issues beyond the broken dash and speaker issue. If i remember correctly you were going to pay for the dash and I was going to install it at no charge if I could find a good used part. My supplier never contacted me with a useable part. At which point I guess the issue slipped my mind. I was not aware of any recent messaages. Since we talked last I have had a stroke, and my wife has been battling throat cancer. This is no excuse though. I sincerely appologize. Due to the other issues I was not aware of, I have went ahead and ordered you a dash panel and will install it and the speakers at no charge. any other concerns related to the work we did will be addressed as well.

  Customer Answer

  Date: 02/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First i would like to say I am sorry that you and your wife are having health issues. I do truly hope that you are able to get better. 

  That being said. I waited several months, and my phone calls and voice messages were being ignored. So, I had to paid out of pocket again for my vehicle. This time for replacement parts and installation of the new parts. It was not fair that those items were broken/damaged let alone making me have to pay to get them fixed. I paid Five Star for a professional job to be done. It was not. My SUV was damaged, and work on my SUV was not fully completed. It should not have been my obligation to pay someone else to follow after Five Star to fix poor workmanship. Let alone making me go months in a damaged vehicle without working stereo. A couple weeks or even a month or two I could handle, but 6 -7 months. 

  Put yourself in my shoes. If your wife or kids took their car to a mechanic shop because you were out hunting for the weekend and you came back home to see their vehicle the way mine was left. How would you react? Pretty pissed right?  Then you call repeatedly day after day, week after week, month after month without a response. How mad would you be?  

  I did not cuss or raise my voice once with you or the lady answering the phone, not one time. I just asked for it to be fixed. And Five Star choose to ignore me. I paid for a quality job at a higher than standard price. I did not receive what I paid for. 

  I do expect a fair refund, or my next stop will be with the Attorney General

  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 02/12/2024

  Dear *** *****

  I have read the Responce to my prior message. Just to clarify, you have already had the speakers and the dash panel repaired along with the other few issues you mentioned. Is tyhat correct?

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  see attachments. 
  
  Sincerely,
  
  
  
  ****** ****

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  
  
  I am rejecting this response because:
  see attachments. 
  Sincerely,
  
  ****** ****
  
  
  

  Business Response

  Date: 02/19/2024

  Dear *** *****

  I appreciate you providing me with a recipt for the dash panel. I will gladly reimburse you for this item. I do also see what looks to be an estimate from best buy for a complete audio system upgrade. At this time I will not be reimburse this cost due to the fact I have not seen any documentation from a reputable auto repair facility that the audio source unit is faulty or that we caused any damage to the door speakers that are not in any way located in the vacinity of where we performed any work. However if documentation is presented that we in some way damaged the audio source unit I am willing to reimburse the cost of a functional, good condition factory salvage or refurbished unit and 0.9 hours per Mitchell Labor guide at my current maintance labor rate. I am also willing to remiburse you for the shift lock cover at market valve of $5.66 and an excellent condition salvage shift knob at market valve of $21.00 and 0.3 hours per Mitchell labor guide at my current maintance labor rate for installation. Also I would like to send you the dash speakers that I purchased shortly after your visit because I was aware we had damaged the ones in the vehicleand 1.0 hour per Mitchell labor guide for installation. Also I will include an hour labor for your time of "fixing what we did not finsih". This should restore the vehicle to factory condition as it was when you dropped it off at this facility. Which is a total of $574.40 that I am willing to reimburse.

  Thank yoiu for your time

  ****