Posted by Mike

A year ago, we took a few steps back from day-to-day operations and began to form a strategic plan for Star. We spent many weeks identifying our core values and then “painting the picture” of the company we wanted to become. (See the completed work online: What We Believe.)

And from there, we undertook a number of initiatives to ensure that we were living up to our core values and striving for our strategic goals:

• We started a Process Improvement Team (P.I.T. Crew) to gather as many ideas as possible from our staff and to engage our staff in the direction of the company.
• We began conducting price comparisons to ensure our pricing was on par with area dealers. (View our Price Comparisons now.) For the most part our prices were lower, but when we found we were higher, we adjusted accordingly.
• We engaged our corporate neighbors by rolling out the Star Advantages program to their associates.
• We reached out to our community with fund-raising programs for local organizations.
• We took measures to ensure we are respecting and conserving our environment, including going paperless in 90% of our operation, expanding our recycling program, installing energy efficient light bulbs, and swapping bottled water for reusable water bottles.

And I’d like to thank you, our loyal clients, for the significant results we’ve seen:

• You’ve given us five-star rankings on Yahoo and Google, with more than 100 reviews and 58 reviews, respectively.
• Nearly 85 percent of our clients say they’ll definitely return in the future, up from 82 percent a year ago.
• Similarly, 81 percent of you say you’ll definitely refer your friends and family to us. This is up from 79 percent in 2009.

Overall, we’re having a record-breaking year. We’ve set new records in almost every company measure, including the number of clients served, the number of new and referred clients, our customer satisfaction rates, and our client retention rates.

These achievements alone are cause enough to celebrate, but in this economy, we are … almost speechless. We know we are blessed with terrific clients like you, and I wanted to say thank you, thank you, thank you for your continued loyalty. We will never take you for granted, and we will always strive to serve you better. If you ever have a suggestion for us, please do not hestitate to contact me directly.

Sincerely,
Mike
mstarovich@starautoauthority.com
P 847 996 3800 (direct)
P 847 816 0011 (main)

Posted by Angi

For nearly 18 years, I’ve prided myself on knowing how to change a flat tire—thanks to my grandfather. I’m always pleased to show scout and school groups alike that almost anyone of any size can remove a flat and install the spare as long as they know a thing or two about leverage. And I got a kick out of being able to help a group of struggling twenty-somethings change their flat at Halloween last year when I was en route to a friend’s house on roller skates.

But even when you’re armed with this knowledge, the reality is that it isn’t always safe to pull over and dig out the jack and lugnut wrench. You could be driving through torrential downpours or other inclement weather. You could be passing through a bad neighborhood or traveling along  the inner berm of the highway. While stopping as soon as possible could save you a $250 wheel, doing so could also endanger your life. Even if I were able to coast to a stop on the outer berm, I can’t name a single highway in Chicago that I’d feel safe alongside of.

This concern for your safety and warding off inconvenience is the theory behind run-flat tires. The tires can sustain a puncture, leak down to 0 psi, and still carry you and your passengers safely another 100 miles at 50 mph. In the middle of nowhere or the middle of rush hour, this might be an optimum solution. Instead of being stranded at the side of the road, you can continue on until you reach a safer, more welcoming place.

For carmakers, run-flat tires are a necessity on some vehicles, such as the Mini Cooper and the Chevy Corvette, where there is no room for even a doughnut spare. In other cases, the engineers favor the run flats because it simply gives them more room to work with—and less weight to drag down the fuel economy.

While the concept of run flats is right on target, this is a case where reality gets in the way. Many consumers dislike run flats, complaining that they:

• Give the car a stiffer ride.
• Wear a lot more quickly.
• Cost a lot more to replace.

Run flats are also less resilient than traditional tires: They can’t be repaired if they are punctured, while traditional tires often can. Some consumers with run flats have also complained about having to buy a tire and a wheel after getting a “flat.”

The good news is that, you have a choice. You can inquire about run flats when buying a new car, making sure to pick a model with run flats if you want or doing what you can to avoid them. If you are already driving a car with run flats and aren’t happy with the ride quality or tread life, you can convert to non-run flats, usually without having to buy new wheels. Talk to your Star Auto Authority service advisor about your options, as well as how to prepare for a flat if you convert and your formerly run-flat-equipped car didn’t come with a spare.

Nearly 60 percent of dog owners surveyed by AAA and Kurgo, a pet products company, admit to being distracted by their pet while they’re driving:

• 55 percent have pet their dog;
• 21 percent have allowed Fluffy to sit in their lap;
• 7 percent have given Fifi food and water;
• 5 percent have had play time.

According to the AAA Foundation for Traffic Safety, looking away from the road for only two seconds doubles your risk of being in a crash.

While 80 percent of the pet owners surveyed said they don’t use a pet restraint in the car, changing habits may be in the best interest of the pet and the occupants. “An unrestrained 10-pound dog in a crash at 50 mph will exert roughly 500 pounds of pressure, while an unrestrained 80-pound dog in a crash at only 30 mph will exert 2,400 pounds of pressure,” says Beth Mosher, AAA Director of Public Affairs.

Restrained or not, the front seat poses a bigger danger to your pet because of the airbags. Do you remember all the controversy years ago about the harm airbags caused when they deployed on unrestrained adults and smaller adults and children? Even with today’s improved airbag technology, imagine the damage they could do to Fluffy.

The next time you take your canine companion along on a road trip, think about how you can ensure you and Fifi both arrive at your destination safely.

Chrysler was sold to Fiat, Saab to a Dutch company, Volvo to a Chinese carmaker, and Hummer to a heavy machinery company. Isuzu left North American altogether at the beginning of 2009, and Toyota kicked off 2010 with a rash of recalls that marred the carmakers’ previously pristine image.

Our sympathies go out to the owners and employees of the franchises and the manufacturing plants. We never want to see someone lose a business or a job. But at the same time, it seems no one has reached out to the motorists who are caught in the middle of all these changes.

We see the effects every day. We’re fielding more phone calls then ever before from new clients who say, in various ways, that they’re calling because the turmoil has made them wary. Some have tried to remain loyal to their dealer, only to walk into an atmosphere thick with tension or thin on customer service. Others have had to find a new provider: Their dealer has already closed. And in the past two months, we’ve seen record waves of Toyota clients, even though the dealer had nothing to do with the faulty accelerator pedal.

Given all these signs, we thought now would be an ideal time to give you, the consumer, some practical advice

Posted by Mike

on how to handle the whirlwind of change:

1) Steer clear of the uncertainty. Turn to Star Auto Authority for your car care needs. Hear me out before you condemn this as a shameless self-promotion. For more than 25 years, we’ve competed directly with dealers. We hire technicians who are experts in specific vehicle makes. One may be a Toyota and Honda expert; another a Pontiac and Saturn expert; a third a Saab and Volvo expert. Within our facility, we have a team of experts that can diagnose, repair and service your vehicle just like the dealer. We invest thousands upon thousands of dollars in sophisticated diagnostic equipment that enables us to diagnose your late-model car—be it a BMW, Volkswagen or Saturn—just like the dealer would. (We like to think we do an even better job, but you can be the judge of that.) When the technical expertise is the same or better, you don’t need to worry about the future of your dealer. We’re here for the long haul.

2) New car? Seek our help with your new car warranty. We offer a little known service to our clients through which we’ll take their cars to the dealer for them if/when we detect a warranty repair. For example, if you bring your new car to us for an oil change and we notice an oil leak, we can take the car to the dealer for you (at no extra charge) and have them make the warranty repair. This is done at no charge to you. Because we work with dealers all over Chicagoland every day, we have a network of allies who would be only too happy to help a client in need.

3) Weigh your car-buying options. If you’re in the market for a new car, you’re in a good position to negotiate a stellar deal on a Pontiac, Saturn, or any other discontinued make. But before you sign the papers, understand what you’re getting into. You will want to find a reliable independent auto shop like Star Auto Authority because your dealer is likely to be less and less accessible. In some cases, larger dealers that sell multiple makes may continue to service and support your vehicle. In other cases, such as with Saturn, they are creating a network of Saturn Authorized Service Providers. (They are required by law to honor their vehicle warranties. But there’s no guarantee it will be easy or close.)

4) Be patient when it comes to repairs. As the car makes are phased out, so will the parts inventory used to repair these vehicles. In the past few months, we’ve already seen the change with Saab parts. They are more scarce than before, and we have to source them from warehouses that are farther away than before. All parts are C.O.D., and the return policy is: No returns. This means that certain repairs may take longer, so please be patient. They’re doing their best, and if you choose a quality shop, they’ll go to great lengths to locate the part you need. To make your life easier, choose a shop that offers free or inexpensive loaner cars.

5) Don’t skimp on preventive maintenance. The easiest and most cost-effective way to avoid needing a repair is to perform routine maintenance. And by this, we mean more than oil changes every 3,000 miles. We mean hitting your major service intervals, too, usually at 30,000, 60k and 90k miles. Consult your service advisor and make sure they’re being proactive with your maintenance. As an added assurance, look at the maintenance schedule in your owner’s manual.

If you keep these five tips in mind, you’ll sail down the highway smoothly whether you’re driving a Saab or a non-discontinued Honda. And if you have any lingering question, don’t hesitate to contact us. We’re your go-to for the straight scoop.

Posted by Jack

The good news in all this is that Toyota announced today its engineers have developed a way to reinforce the accelerator pedal assembly in the 2.3 million recalled vehicles, and repairs will begin this week. Parts to reinforce the pedals are being shipped to Toyota dealers, and dealer training is under way.  Many dealers will work extended hours to complete the recall campaign as quickly as possible.

What should you do if your Toyota has been recalled? Wait for further notice. In a video news release to consumers, Toyota Motor Sales USA President Jim Lentz says owners will be notified by mail when to set up a dealer appointment. Some owners are affected by this recall and the floor mat recall, and the carmaker is hoping to coordinate a single trip to the dealer for you. They ask that you wait to contact the dealer until your receive your letter in the mail.

However, if that seems painfully slow, you can read all about the recall on Toyota’s web site, or you can call their hotline at 800 331 4331. You can also call the National Highway Traffic Safety Administration (NHTSA) at 888 327 4236. Of course, we are always here for you, too. Please don’t hesitate to contact us if you need some guidance or information.

The January 21 recall affected eight vehicle models:

• Avalon (2005-10)
• Camry (2007-10)
• Corolla (2009-10)
• Highlander (2010)
• Matrix (2009-10)
• RAV4 (2009-10)
• Tundra (2007-10)
• Sequoia (2008-10)

The hybrid versions of the Camry and Highlander are not affected by the recall, and neither are Camry, RAV4, Corolla and Highland vehicles with VINs that begin with “J.”

Read the latest from Toyota.

Read Toyota’s FAQs regarding the recall.

Posted by Angi

Much to Toyota’s dismay, though, routine wear and environmental conditions may cause these neighboring surfaces to stick and release, instead of operating fluidly. In some cases, the pedal can become slow to return to the idle position, or the pedal could stick in a partially open position. Toyota says the latter happens in rare cases, but that is the driving force behind the recall.

Toyota’s solution for vehicles owners is this: A precision-cut steel reinforcement bar will be installed into the assembly that will reduce the surface tension between the friction shoe and the adjoining surface. The carmaker says it has confirmed the effectiveness of the newly reinforced pedals through rigorous testing on pedal assemblies that had previously shown a tendency to stick.

Separately from the recall for sticking accelerator pedals, Toyota is in the process of recalling vehicles to address instances in which floor mats have trapped the accelerator pedal. The company is notifying owners about how it will fix this issue, and in cases when a vehicle is covered by both recalls, Toyota intends to remedy both at the same time.

Read the latest from Toyota.

Read Toyota’s FAQs regarding the recall.

America's best-selling car is among those being recalled.

Toyota’s supplier, CTS Corp., is cranking out new accelerator pedals in its Elkhart, IN plant in a mass effort to address the issue that caused Toyota to recall 2.3 million vehicles in the United States and countless more in Europe and China and to halt the sale of affected vehicles.

Toyota said it has worked closely with CTS Corp. on the revised gas pedal design, which eliminates the possibility of the pedal becoming worn and sticking open. The carmaker and CTS continue to test ways to repair, rather than replace, the pedals that are already on cars on the road and in dealership showrooms.

As the modified parts ship across the country, it is unclear whether they’re going to Toyota’s stalled production lines or to dealership service centers for new and recalled vehicles.

To make matters worse for the carmaker, it recalled an additional 1.1 million vehicles this week for problems with an unsecured or incompatible floor mat causing the accelerator pedal to stick open. This is related to an October recall in which 3.8 million Toyota and Lexus vehicles were recalled. The newly recalled vehicles are:

• Corolla (2009-10)
• Highlander (2008-10)
• Matrix (2009-10)
• Venza (2009-10)

In the floormat recall, Toyota will initially instruct dealers on how to reshape the accelerator pedal. As replacement parts become available, the dealer will install those at no cost to the client. (Clients who have had their pedal reshaped will have the opportunity to have it replaced once parts are available.) For information, you can call Toyota at 800 331 4331. (Of course, you can always contact us by email or phone at 847 816 0011.)

Read Toyota’s FAQs on the new recall.

Read the latest from Toyota.

Posted by Mike

On the heals of its decision to voluntarily recall 2.3 million vehicles, Toyota is temporarily halting sales of the eight affected models, including the Toyota Camry. The carmaker announced the recall on Jan. 21 because of a problem that could cause the gas pedal to stick.

According to Toyota, there is a possibility that certain accelerator pedal mechanisms may mechanically stick in a partially depressed position or return slowly to the idle position. The company says a sticking accelerator pedal is unusual, and it rarely occurs suddenly. The problem will usually develop gradually and can occur when the accelerator pedal mechanisms become worn. Warning symptoms include: the pedal becoming harder to press, the pedal returning slower when released, or sticking in a partially depressed position.

Company spokespeople say Toyota has investigated isolated reports of the sticking gas pedal. The pedal recall and suspension of sales affect these models:

• Avalon (2005-10)
• Camry (2007-10)
• Corolla (2009-10)
• Highlander (2010)
• Matrix (2009-10)
• RAV4 (2009-10)
• Tundra (2007-10)
• Sequoia (2008-10)

The Camry and Highlander and hybrids are not involved, and neither are Camry, RAV4, Corolla and Highland vehicles with VINs that begin with “J.”

Because of the sales suspension, Toyota is expected to stop production of new vehicles at the following facilities for the week of February 1:

• Toyota Motor Manufacturing, Canada (Corolla, Matrix, and RAV4)
• Toyota Motor Manufacturing, Indiana (Sequoia and Highlander)
• Toyota Motor Manufacturing, Kentucky – Line 1 (Camry and Avalon)
• Subaru of Indiana Automotive, Inc. (Camry)
• Toyota Motor Manufacturing, Texas (Tundra)

If you believe your vehicle is affected or if you have any questions, you can call Toyota at 800 331 4331. (Of course, you can always contact us by email or phone at 847 816 0011.) This recall is separate from the campaign announced in October in which a loose floormat could become lodged under the gas pedal and cause it to stick open.

Read Toyota’s FAQs on the new recall.

Read the latest from Toyota.

According to Toyota, there is a possibility that certain accelerator pedal mechanisms may mechanically stick in a partially depressed position or return slowly to the idle position. The company says a sticking accelerator pedal is rare, and it rarely occurs suddenly.

The problem will usually develop gradually and can occur when the accelerator pedal mechanisms become worn. Warning symptoms include: the pedal becoming harder to press, the pedal returning more slowly when released, or the pedal sticking in a partially depressed position.

Affected vehicles include:

• Avalon (2005-10)
• Camry (2007-10)
• Corolla (2009-10)
• Highlander (2010)
• Matrix (2009-10)
• RAV4 (2009-10)
• Tundra (2007-10)
• Sequoia (2008-10)

The Camry and Highlander and hybrids are not affected by the recall, and neither are Camry, RAV4, Corolla and Highland vehicles with VINs that begin with “J.”

Toyota is working rapidly with the supplier, CTS Corp. of Elkart, IN, on a solution to the problem. The company will notify owners of affected vehicles as soon as possible. If you believe your vehicle is affected or if you have any questions, you can call Toyota at 800 331 4331. (Of course, you can always contact us by email or phone at 847 816 0011.) This is separate from a recall announced in October in which a loose floormat could become lodged under the gas pedal and cause it to stick open.

Read Toyota’s FAQs on the new recall.

Read the latest from Toyota.

Posted by Jim

At our client’s request, we contacted the dealer and learned there wasn’t a recall on either of her vehicles. Even though we didn’t hear the initial phone message, we saw how much it confused our client and we couldn’t help but think the dealer had been hoping to spur business using the lure of a safety recall. While we certainly appreciate reaching out to clients we haven’t seen for awhile, we think this is a much different tactic than saying, “We miss you. Come back for a visit.”

The danger in vague messages like this one is that they mistakenly led her to believe there was something critical wrong with her vehicle. On the same level, another client recently shared his disgust with us at receiving an email marked, “Urgent notice about your Toyota!” When he opened the email, it was nothing but a generic advertisement for an oil change and maintenance special. (It was coincidental that his experience was also with a Toyota.) If you receive enough misleading ads like this, you may begin to ignore this type of messaging—at the risk of someday ignoring an actual safety recall.

That’s why we thought now would be an ideal time to explain how safety recalls work:

1) As the name implies, safety recalls are issued when there is a safety issue with a vehicle. They are not something you generally want to ignore. The reason for recall can take many forms: a fuel line may fail and cause a fuel leak, increasing the risk of a vehicle fire; an airbag may not deploy during an accident; the engine could stall while driving, increasing the risk of an accident. It can also be as simple as an information label containing incorrect information.

1) If there is a recall on your vehicle, you will almost always be notified by the manufacturer: Acura, Chrysler, Chevy, Ford, Honda, Toyota, BMW, Jeep, etc. You will rarely be notified by the dealer, unless you take it in for service and they mention it at the time of the appointment.

2) Recall notices are currently sent via postal mail, not by phone or email.

3) You can always check for recall notices online at the National Highway Traffic Safety Administration’s web site. They usually announce a recall a month or two before before the carmaker begins to notify consumers. (We post new recalls to our web site each month, too, but if you miss a month, you’ll have to defer to NHTSA.)

Please keep these three basics in mind, too, if you receive emails insisting that you’re due for urgent service or clever direct mail letters from companies hoping to sell you extended warranty contracts. While extended warranties are a different animal altogether—and we generally find the good ones to be a worthwhile purchase, some of the marketing can cause confusion.

Perhaps most importantly, remember that we’re here to answer any questions you may have about any emails, voicemails or letters you receive and any car ownership questions that come up in general. Consider us your untapped automotive resource. We enjoy sharing our knowledge, especially when it directly benefits you.