ComplaintsforHonest-1 Auto Care

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zero stars if I could. Honest 1 Auto should be called "Dishonest" Auto. I brought my car to them a few weeks ago to fix the *** and issues with the main coolant tank. They provided me an estimate of 3500 dollars. They also talked a good talk about a warranty and that I would be covered for the services. Being the cost was very pricey, I put ***** dollars down and they set me up to loan the rest. The kicker was if the loan wasn't paid off after three months it went to 22%. They had my car for a week, being told all week, that they spent the week on the phone with the Audi dealer to fix the ***. While also claiming to fix the electric coolant tank that was "the more expensive" tank. Come to find out they charged me 650 dollars for coolant material (tubing, thermostat) that only cost about 75 dollars. After getting the car back two days later the *** light came back on and one of the window regulators busted, broke and scrapped my tinted window. When I brought the car back to them, they told me they were not responsible for the window busting after tinkering with my car for a week. They were going to charge me another 3500 dollars to fix it. Finding out the replacement regulator was 200-dollar part and had a friend fix it. As far as the *** that they claimed to fix, they said the light could be coming on for many reasons basically dancing around having to try and fix it again. The light continued to come on when hitting 4000 RPM. Then after two weeks, driving to work the *** light came on again, but now the engine light was also on. The car started hesitating and making a clunking noise and knew I had to pull over. I called "Honest" Auto and once again they said they weren't responsible for what was happening with the car even though the *** light was on. But according to them the engine had nothing to do with this and the warranty did not apply. That it would cost ****** dollars to fix as they have to take the motor apart and rebuild. Per car expert not so.

  Business response

  05/20/2024

  I understand your frustration with your car.  You brought your car in for a coolant leak on 4/1/24. The engine was not making any strange noises and you did not ask us to look into any engine noises. You had someone else replace the coolant reservoir and that did not fix the issue. When we inspected the car, the water pump and coolant hoses were leaking. You approved the replacement and we performed the work. We tested the cooling system afterwards and had no leaks. You picked up the car on 4/3/24. You brought the car in again on 4/8/24 for a window issue. The work we did on 4/1/24 was in the engine bay.  We were not in your door area or near the part for the window you had a friend replace.  We did not cause the part to fail and scratch your window tint.  At that time you had no complaints about your engine noise or a check engine light. You took the car without repairing the window. You then brought the car back on 5/13/24, 40 days after our repair and stated the engine was making noises and had a check engine light on. We checked the vehicle over and determined the engine had internal failure. This is a VERY common issue with this engine. You can look it up on the internet. I have another Audi in the shop with the same engine and the same issue. And, your water pump and coolant hoses we replaced are still working and not leaking. I understand customers do not understand how cars work and they often think that once in the shop the car will work perfectly for a long time, but the water pump replacement had nothing to do with your engine failure. The vehicle worked perfectly fine for 40 days after your repair. A new water pump will not cause the damage you have in your engine. You still have a 3 year, ****** mile on your water pump and coolant hoses.  We stand behind our repairs and they are covered for parts and labor nationwide at over ****** shops.  
  
  

  Customer response

  05/20/2024

   
  Complaint: 21733024
  
  I am rejecting this response because: In the response to the business. The car was brought in for a coolant leak as well as an *** issue. You spent an entire week on the phone with Audi because you could not figure on your own out how to get the *** light off or what was causing it to come on. Plus, the car hesitation once the *** light was on stopping my car from accelerating when stopped at the light. When asked by my husband for the codes you did not respond to him because you didn't have any of the information taken down. The coolant leak drove you to replace parts that did not truly need to be replaced. It was found that you replaced an entire water pump and hoses that had already been replaced by the car dealer a year ago under warranty. (document from dealer to prove this) While you had the audacity to tell me there were two water pumps in the car and the "more expensive one" needed replacing. After doing some research and speaking with experts it was found that you charged me 650 dollars for this set up and hoses that in actuality all I needed was a 75-dollar thermostat. In edition the *** and coolant supposedly under this 36,000-mile warranty as those were the TWO items you did whatever with and charged me 3500 dollars total for. The car did not come back to me for ************************ your response. Where do you come up with your timeframe? And no, I do not know how cars work, if I did I sure as h*** would not have let you work on it and over charge me on parts I didn't need nor fix. However, I spoke with quite a few other people who do know how cars work, own and specialize in European cars. So, you cannot pull a fast one on me. I feel bad for the other Audi owner, that you are trying to tell me "They have the same issue." Yea probably same issues not to the extent you claim as you did with me. The *** light went on again two days later after my back window shattered that you claimed you had nothing to do with. That said, you had everything to do with the *** light coming back on. You charged me over 2000 dollars for something that was and is still not fixed. You had the nerve to tell me it was because I was hitting the gas and brake pedal together triggering the light. I do not drive with two feet, thank you. Besides the fact this response was extremely unprofessional. The light went off after the car was turned off and I did not feel like bringing my car back to you after you tried to tell me you were going to charge me 3000 dollars to fix the window. Interesting how I got the window regulator for 200 dollars and had someone put it in for 100 dollars and took them all of an hour to do it. You say you were in the engine bay, meanwhile worked on the electronical functions of my car manipulating all kinds of functions, driving it around on multiple accounts for a week. How do I know you didn't hit something or drive over a pothole or anything else for that matter? Seems very coincidental that two days later I would have another issue with my car, on top of you did not fix it at all. So, a window and regulator just shattered just like that?  Anyway, only two weeks after that, the *** light came on again and this time followed by the engine light and once again you take no accountability for the car having issues yet charged me 3500 dollars and claim there is a warranty, On top of that, state my motor is shot and will cost ****** dollars. Told by experts that sparkplugs need to be replaced yet you're talking about taking apart and putting in a new motor for the car. Where do you come up with any of this? My husband asked you again for codes for the indicators that were on (motor, ***) and you ignored him, never responding. Bottom line is you did not fix my car for what you claimed you did and over charged me for items that didn't need to be replaced. And a warranty that is useless. I put ***** dollars down for services that were fraudulent (being car not fixed now not drivable at all) and put on a finance plan with 22% APR if the amount isn't paid off in three months. You cannot charge for repairs, offer a warranty and then ignore what the warranty was for and try and charge even more money without first fixing what you are responsible for and own up to your claim as a "customer focused" business. *************************** stating that "you stand behind your work and warranties." Just because you have "******" shops doesn't define a good reputation. There are mom and pop shops that are more knowledgeable and have a professional work ethic better than your business. Where are your business ethics? Reading reviews on the BBB your business has a history of this same behavior. 
  
  ***********************

  Business response

  05/22/2024

   As stated before. The vehicle was brought in due to a coolant leak and loosing coolant. The *** light was only coming on above 50mph for us. The other light on at the time of service was for Inspection Due. This was on because there were maintenance items that either were behind being performed or were not cleared by another shop that worked on the car and did not clear the light. On April 3rd we were able to turn off the *** light and we sent you a text message telling you that. We drove it several times and light did not come back on. When the car was brought back in for the window on 4/8/2024 there were no lights on the dash board, and no *** light. See invoice *******.
  
  
  This does not change the fact that your water pump was leaking. As stated when it was dropped off, you were losing coolant, someone else changed the coolant reservoir and you were still losing coolant. That was due to the water pump and coolant hose that were both leaking. We verified this and replaced them. They are currently NOT leaking. We performed work that was needed and you approved the work.
  
  
  There are many reasons for the *** light. Below is a list from Audi and Identifix on some of the reasons that an *** light can come on.
  
  
  One of them is a software update that Audi would have to do. The Bulliten# below is from Audi.
  
  
  01 *** light on (DTCs for cylinder pressure too high - P039B00, P03A500, P03AF00,P03B900) 01 15 33 2041261/1 July 24, 2015
  
  
  This is another bulletin from Audi about why the *** light will come on. 37 16 65 2003658/7 June 9, 2016. Supersedes ******************************** 37 number ***** dated May 28, 2014 for reasons listed below
  
  
  We never stated that you were driving your car and pressing the brake and accelerator at the same time. We stated that that is a known reason for the *** light to come on.
  
  
  Technical Background This condition may be caused when the brake pedal and the accelerator pedal are depressed simultaneously. Drivers who drive with their left foot resting on the brake pedal are prone to experience this condition. With the introduction of **************** Control (***)(no accelerator cable) to fuel injection systems, an engine RPM control feature has been incorporated into the engine electronic control system software. As a result, application of the brake and accelerator pedals at the same time (brake pedal with left foot and accelerator pedal with right foot) results in the following: Brake pedal function (normal at all times) overrides any throttle application. Diagnostic Trouble Codes (DTCs) will not be stored. When the brake pedal is applied while the accelerator is depressed, engine RPMs will return to idle speeds of 1400 RPMs after approximately two seconds. When the accelerator is applied while the brake pedal is depressed, the vehicle accelerates slower than usual (reduced engine torque).
  
  
  This is a list from Identifix that shows 7 other Confirmed fixes for the *** light being on. There are more reasons than this.
  
  
  
  
  Description Potential Causes Confirmed Fix
  1. CEL and *** warning indicators on intermittently. Fault codes P2563 - Turbocharger control position sensor circuit (passive/Sporadic) and P00AF -Turbocharger boost control A module (passive/sporadic...
  2016 Audi S3 Prestige 2.0L, L4, Des CYFB, ***
  *
  Test Details...   Confirmed Fix Details...
  
  
  Tests/Procedures: 1. Read, record and clear fault codes. 2. Access the *** engine control module via scan tool. Select and record data parameters for the charge air pressure actuator desired position and charge air...
  61 Confirmed fixes Defective Turbocharger
  Defective V465 Charge Air Pressure Actuator
  Failed V465 Charge Air Pressure Actuator Linkage 40 - Turbocharger
  12 - V465 Charge Air Pressure Actuator Linkage
  4 - Turbocharger Wastegate Actuator Rod
  2 - V465 Charge Air Pressure Actuator Adaptation
  1 - Turbocharger and V465 Charge Air Pressure Actuator Linkage
  1 - Turbocharger and V465 Charge Air Pressure Actuator Adaptation
  1 - Charge Air Hose
  
  
  
  
  You brought the car in on 3/29 with ******* miles and picked up on 4/3. Again on 4/8 with ******* miles. ****** 137 miles in 5 days. Picked up on 4/8. You brought it in again on 5/13, 35 days later with ******* miles,339 miles driven.
  
  
  See invoices attached *******, *******, 1076056
  
  
  As far as the window replacement, our estimate to fix the window including parts and labor are $568.98, not $3,000.00. See invoice *******
  
  
  As a good faith effort, I am willing to replace the engine for you at my shop and split the cost with you 50/50. I will search several options for the replacement or rebuild to make the process as painless as possible.

  Customer response

  05/22/2024

   
  Complaint: 21733024
  
  I am rejecting this response because:
  
  
  First of all. There was no way my car was driven 137 miles in 5 days. You fail to remember you had my car for 5 days and you took it on multiple drives. I barely drive my car and work 15 minutes from where I live. So that is false information, including the fact that I had been on some days off of work and in the less than two weeks having the car back worked on site a total of 4 days in ***************************************************************** on 3/29. The window regulator busted on 3/31 and brought back to your shop on 4/1. Was when I was quoted ***** dollars over the phone to fix it. Regardless, you claim the quote was 560 dollars not taking any accountability for the window regulator busting. I was not giving another dime to your business after just getting the car back 3 days prior to. You denied having anything to do with the window nor "in good faith" would repair it under warranty. While I had to dish out more money to fix the window, it was 200 dollars to fix rather than what your quote was. I picked up the car that same day 4/1 from your shop with the window regulator broke and a scratched tinted window that would not stay closed. My husband took my car a couple days later to get the window fixed by a friend and made me aware as he was driving it the *** light came on. Which was one of the issues you spent 5 days working on and I paid a lot of money for this to be supposedly fixed. He was very upset about this. He even tried calling your shop and with some phone tag he called again and never got a call back. You would not see the *** light on as it went off when the car was shut off. Which is what occurred after my husband drove it. When I drove it after that event, in the less than two weeks, I had the car back from when you "supposedly" fixed it the *** light came on as I was driving home. That was when I called your shop and was told "I drive with two feet" causing the *** light to go on (voicemail left on my phone that I have stated this). As I said prior email and just before, the *** went off when the car went off and it appeared to be driving ok. Let me add the car literally is driven to and from work that is all. Occasionally, down the street to a store. And with all the major repairs couldn't afford to be out and about with my car. Which leads me to the day the next major issue occurred. The car was not driven at all the entire weekend from the previous Friday from work to home. As I was driving only two minutes from my house to work on Monday morning, the *** light came on within10 seconds after the engine light came on (pictures to prove this) kept driving, the car started hesitating and making a clunking noise. Causing me to have to pull over and get my car towed through my car insurance plan. While waiting for the tow truck called your shop and was told once again that the "warranty was probably not going to cover this." So, you basically were saying "it was another coincidence" like the window regulator busting. Claiming the *** had nothing to do with the engine light, the hesitation and clunking occurring with the car at the same time? As *** connection to would be covered under this warranty given as a really good sell line to me. Going back to the coolant issue. I had a friend replace the coolant reservoir as we thought that might have been the reason for the leaking. After the new reservoir was put in, there was leaking not knowing where it was coming from as it was visible from under the car onto the ground. My friend looked at the car again, with mechanic mirrors and saw no leaks coming from any hosing or reservoir. Unfortunately, for what kind of work his shop does on cars they were HONEST with stating they didn't have the knowledge to do any further repair or know what was going on with my car. Reason the car was brought to your shop. Me not knowing anything about cars, you looked at the car and came out with an estimate of originally 4000 dollars. I had no clue what I was looking at and I am sure you knew that. I asked if there was anything you could do with price. You came back with 3000 dollars meanwhile realized after the fact it came to 3500 dollars as you tacked on all kinds of tax with parts and such. In the meantime, before I signed and put down 1000 dollars, I called my husband who works out of town. He and I knew the car needed to be fixed due to the leak being the main concern. Although he thought it was an extreme amount of money, he trusted that a shop such as yours that advertises as "customer focused" and "********************** pricing" that I would be take well care of. While trusting your business. The original repair would not be an issue right now at all nor would we be here on BBB right now if you in "good faith" took accountability for the *** and engine being a problem intertwined with each other. As the second(current) and part of the same issue should have been covered under the warranty. That said, was when further research began regarding what you repaired on my car the first time as my family and friends were questioning your shops integrity. That was when my father-in-law had a friend who owns and works on European cars look at the invoice from the first repair. He did not understand nor agree it was necessary for all the parts you replaced as new. That racked up the cost. Also knowing that the coolant reservoir had been replaced prior to me purchasing my car (have invoice). So, in fact the coolant tank nor the hoses were leaking, and you replaced all of that stuff as also shown what you put in my car, listed in your last email. According to him the car only needed a 75-dollar thermostat. Let alone the labor you charged for working on the *** while spending the week having Audi, walk you through trying to fix it as you really didn't have the knowledge to do so. Adding, the inspection signal you made reference to came on and off for almost a year having the car. It just needed resetting and I did not know how to do it. So the only lights that came on were the *** then the engine light right after you had the car only about two weeks prior to. All your technical lingo means nothing to me as you relate to the ***. Bottom line is you charged me a lot of money for this to be fixed, which when something is fixed this means this indicator should not reappear. So technically you did not fix it. Whatever you're claiming as reasons for the *** light to come on does not apply. I did not accelerate, press brake and gas simultaneously and anything else you stated. The car was barely driven and for a very short distance. How do you charge thousands of dollars for something, provide a warranty and then make excuses as to why the light is still coming on? That would be like me in my line of work with someone coming in for a hernia repair and leaving with a still hernia. Not to mention you deny a correlation with the engine. But in "good faith" 50/50 you would replace the motor. How much more money do you think I would put into a car and at your shop? While also with all the other stuff you replaced unnecessarily into my car, also being told that spark plugs might need to be replaced when you are stating an entirely new motor needs placed in. The car isn't even worth anywhere near putting a new motor in. Quoting my husband ****** dollars which is absolutely absurd. You call that as "painless" as possible? I don't think so. Painless as possible would be to remain true and stand by the sale of the warranty that was provided within weeks of "supposedly" fixing my car that is not completely fixed and charging me for all kinds of things that in fact were not necessary. 

  ***********************
  

   

  
  
  
  
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  Business response

  05/23/2024

  I am sorry we cannot come to an understanding.  We did exactly as asked and stopped the coolant leak for you.  You "expert" is wrong stating that it only needed a thermostat.  They did not see the leaking water pump or coolant hoses.  Anyone that would come up with a conclusion without seeing a vehicle is not a professional.  It is like a doctor telling you you have cancer without even seeing you.   As far as the *** light, we turned the light off, drove the car and the light did not come back on.   We did no repairs to any part of the vehicle that relate to the *** and did not charge you for any repairs related to the *** light.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a fuel filter on my truck that I believed to be stuck (common GM problem). Instead of risking the cutting or snapping of my fuel line I decided to take it into a shop where there are professionals, with professional tools. Also told them I was chasing a stalling problem on the truck. I had an appointment for this, but it wasn’t seen for over an hour and a half later. I understand shops are busy so this wasn’t a big deal to me. However, they looked at it for maybe 2 minutes and told me the bolt was rounded off and that they weren’t going to take it off (the bolt is not rounded off btw). They also said that they don’t think the filter is related to the stalling because it’s not the original filter, despite not knowing how many miles it had on it. So I asked what they thought the problem was and they said “idk maybe the pump”, so I asked if they could test the pump. I agreed to an OBD1 scan, thinking they would do what I asked and what they said they would do. Instead they performed the most basic inspection and scan they could, and did not test the voltage, fuel psi, or anything related to the pump. They said they will not continue any further because of the vehicles age and number of codes (almost all are unrelated ABS codes). The job of an OBD1 technician is to test old vehicles, so saying he will not test the vehicle do to age is completely unacceptable. They reserved the right to refuse to work on vehicles, but they still charged me. They spent more time addressing residue from old oil leaks and “electrical issues” with my horn (there are none, it was unplugged because I unplugged it) than what I paid them to address. I could tell they didn’t even attempt to use a lubricant on the bolt. If they had, combined with a line wrench, it would’ve came loose. I know this, because I bought the $30 wrench and did that myself. Also replaced pump- no more stalling. Again, they took the entirety of the day to do generic inspections/scans and not what I paid them to do.

  Business response

  12/07/2023

  *******

  I am very sorry about your experience at my shop.  You are right, we should have taken more time to address your needs and deal with them accordingly.  Older vehicles are always a challenge for technicians, as they usually take way more time to test and fix than cars 0-15 years old.  That's way many shops will not work on them.  Regardless, our rule has always been that we do not charge for testing unless we identify the issue and fix the problem.  I don't know how this slipped by us but I have had a meeting with all the individuals involved and documented our conversation so I can limit this happening in the future.  Everyone apologized for dropping the ball on this and I appreciate that you brought this to my attention so I can fix it for future customers.  I will mail you a check today for your testing to the address provided by the BBB.  Thank you once again.

  Customer response

  12/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  I appreciate your willingness and expediency to look into the matter. I too apologize for any trouble caused on my end.

  
  Respectfully,
  
  ****** *****

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Honest 1 Auto installed a used transmission in my car, as instructed by my car's warranty company. The transmission was faulty from the second we drove away from the shop. We had no choice but to drive the car from Florida to Oregon as we were relocating the day Honest 1 returned the car to us. I immediately took the car to an Honest 1 Auto in Oregon when we arrived and was informed that the new transmission is bad. For the next two weeks it was a back and forth between the two locations. I was told by Brad, manager in South Daytona that they summited a claim and the two shops would work out how to resolve it. I was also told that the owners of the South Daytona location would make it right by an employee that answered my call on 8/24/23. Today at 850am I was told "it's out of there hands" and they weren't going to help me. I then called the warranty company, confirming Honest 1 was paid for the work and they do have to make it right. The warranty company states that Honest 1 has to honor the 6 month warranty on the repair they completed. I called Brad back. I explained to him what the warranty said and he stated that he would need to call them and asked who I spoke with. I asked why he needed to call them, as he stated he's called them previously. He said that he needed to see how they wanted them to handle this and which location would source the parts. I reminded him that he told me he did that weeks ago and that I needed this resolved today. I've been misdirected multiple times by this location and they have not upheld the warranty that they are required to honor.

  Business response

  08/28/2023

  We are terrible sorry for your inconvenience.  We did everything we could to get you on the road as soon as possible since you were moving.  We pushed other peoples cars out of the shop to get you done when needed.  Unfortunately, your warranty company made the decision to put in a used tranmission.  We did not agree with that but it was their decision.  Since the warranty company made that decision and you moved away from us, we can only rely on them to assist you to get it swapped out.  We called all parties responsible to get this moving faster for you but we can not make someone in Oregon do anything they don't want to do.  Once again.  We are very sorry for your inconvenience.  

  Customer response

  08/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that the business is not honest. I have no options other than an attorney.  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My car recently had its radiator replaced. When I received it back, there was a crack in the windshield and dirt all over my car.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/11) */ The vehicle was towed to our location. The crack in the windshield could have happened at the location the car was sitting before it was towed, during the tow or while the car was unloaded by the tow company. The crack did not happen while the vehicle was in our possession. I am sorry you had the crack in your windshield. I would suggest contacting your insurance companies. Most do free windshield replacement. If not I can refer you to a good company. Your car was here for a week due to a parts shortage in the country that was beyond our control. The vehicle may have gotten dirty while in the parking lot and I would be more than happy to take your car to the car wash and pay for the car wash. Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the worst cop out I have ever heard. Isaw my car after it was towed to the location. The crack was NOT there. It came after the neglect it endured along with being forced to sit in it's own coolant for nearly a week and you had the audacity to charge me to fix. I will only accept at least half a refund. The is absolutely no reason for such despicable service. PepBoys never abused my car in this manner. Business Response /* (4000, 9, 2022/01/17) */ I will write you a check for $476. Where do you want us to send it to? Consumer Response /* (2000, 11, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept and have received the promised check.

*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. ↩