Complaintsfor5 Star Automotive LLC

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company refuses to refund the amount paid to them by **************** for repairs to my vehicle that the company did not provide..

  Business response

  08/19/2024

   5 Star Automotive has sent and submitted the letter to *********************** via email & in person and to the BBB portal.
  
  Regarding a refund for ******** Canada, our letter includes everything that needs to be said or will be said but with more elaboration.
  
  This vehicle (2018 **** Escape) had prior damages or existing problems with the rear trunk lid or tailgate; the damages stated are before an accident, not from this accident or incident, which occurred on 05/01/2024. Still, this vehicle (2018 **** Escape) had had the same issues since before 5 Star Automotive replaced the rear tailgate but submitted a request of approval for the read lid ** Strap & Rivet to be removed and replaced. After days, we received an email from State Farm stating authorization and that the vehicle would need to be returned to 5 Star Automotive to replace the said item (** Strap & Rivet)
  
  Once 5 Star Automotive had replaced the rear lid, some parts had to be reused or replaced, not including the ** Strap that was said to be damaged or related to the accident on 05/01/2024. Some parts were old or new. Either way, they were considered "used" by what the state farm approved for and accepted and classified as an LKQ part, meaning "Like Kind Quality," which 5 Star Automotive considers "used" but in good condition as well but still replaced and reused any damaged parts that occurred/related on 05/01/2024.
  
  *********************** returned regarding the rear lid not closing correctly due to using the button on her key fob or dash. After returning, we reviewed the vehicle and scanned it for malfunctions, fault sensors, or fuses. Our Snap-On Tool scanner led us to an ** Strap Sensor malfunction. With that documentation, we later sent it to the state farm for approval, which, after days, was approved.
  
  We called ******** Canada back but could not come back due to vacation. Once *********************** returned, she came to 5 Star Automotive and told us that she had returned from her vacation and was ready to bring her vehicle in sometime next week or the following week. However, a few days later, she called, stating that another mechanic or body shop fixed her 2018 **** Escape. 5 Star Automotive is still determining the company name; 5 Star Automotive then asked to provide an invoice for the repairs to her 2018 **** Escape but was denied to provide proof of any payment. But what we told ******** Canada in good faith and trusted that her vehicle was repaired/replaced with an ** Strap and Rivet by a mechanic or body shop that we could reimburse her what State Farm approved for, and that was an ** Strap and a rivet that was a one-time used piece of hardware none reusable but did not want to take the amount that 5 Star Automotive provided on our letter and in addition, wanted more than what state farm had approved for.
  
  So, regarding this situation, ******** Canada is owed compensation for the ** Strap & Rivet. We will not speak to ******** Canada since she threatened or harassed us by suing us. Finally, if you have any additional questions, please contact our attorney at law. Thank you, and have a great day! 

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