Complaints

This profile includes complaints for Honest Wrenches's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Honest Wrenches

  2015 NE 58th Ave Des Moines, IA 50313-1631

• 

  Honest Wrenches

  2401 Westown Pkwy Wdm, IA 50266

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:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Around October of last year I had my 2014 dodge journey into honest wrenches for some repairs. When my car was returned to me I was assured that everything that needed done was done. A few days after I found that my remote starter had been either removed or disabled. As time has gone on different things have gone worse with the car that we're not bad in the beginning. I paid over $4,000 or rather financed over $4,000 with honest wrenches for the repairs then that were guaranteed for 5 years now they are wanting to charge another $5,000 to fix things that weren't wrong with it when they had it the first time. Or things that they have made up to be wrong with it or cause to be wrong with it from my suspicions

  Business Response

  Date: 08/10/2023

  On November 18th, 2022, the client brought there vehicle in with a concern of a fluid leak. we conducted a thorough testing & inspection of the vehicle, which led us to identify fluid leaks from both the transmission cooler lines and the engine oil filter housing. In addition, we discovered that the transmission fill plug was missing. Upon your approval, we proceeded with the necessary repairs for the identified issues. During the same visit, we also recommended addressing other maintenance items for your vehicle's well-being.It's important to clarify that the concerns raised during your subsequent visit on August 4th, 2023, regarding the vehicle stalling after highway driving, are distinct and unrelated to the previous repairs. The nature of these issues suggests separate underlying causes.Regarding your assertion of warranty coverage, we want to ensure clarity. We stand behind the work we performed on your vehicle, offering a warranty of 5 years or ****** miles. ******** it's essential to understand that our warranty is specific to the components we repaired, and we do not extend responsibility to cover other vehicle components unrelated to our service.Additionally, we wish to address the claim of remote starter removal. We did not perform any work or interact with your remote starter system. During our inspection, we noticed that your key fob did not have a remote start option, and we have no record of any work involving that system.We strive to provide accurate and transparent service, and we genuinely value your trust in our expertise.I attempted to upload the inspections and invoices but it keeps saying that the files are too large. I would be happy to provide those if needed. Thank you.

• Initial Complaint

  Date:07/31/2023

  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.

  On 7/21/23, the check engine light came on in my 2019 ****** Pathfinder. The closest shop to tow it was Honest Wrenches. I called them, they offered to tow it right away and stated they had 2 cancelations and could get it diagnosed within the day. They called me at the end of the day, Friday, saying they didnt get it looked at and would have to be Monday. On Monday, they called and asked me to read the inspection they emailed me but wouldnt explain over the phone. When I finally received the email, it showed a list of things not passing inspection and a price of $6800. There was no itemization break down of which things cost what but noted a bad fuel injector as the main issue. They said that they couldnt replace just one bad one, all of them had to be replaced- no price given on that total. I called several other places who told me that absolutely 1 injector could be done. I told honest wrenches that I couldnt pay the $6800 and had to have it towed to another shop. They took everything out and found that 1 spark plug was bad and all the injectors were functioning properly. This should have been diagnosed and 1 spark plug fixed on Friday when they said it would be done. Instead of an entire week of panic without my car trying to figure out how Ill come up with $6800!!!I paid Honest Wrenches $345 total but should have never chosen those fraudulent crooks! The 3 other shops I called said they hear complaints about Honest Wrenches daily. Somehow, they have all 5 star reviews- they have to be fake!

  Business Response

  Date: 08/10/2023

  Upon your arrival with a check engine light indication & flashing condition, our priority was to conduct a thorough diagnosis to identify the underlying issue. With your approval, we proceeded with the necessary testing. During this process, we examined cylinder 4's spark plug and observed it to be fouled and contaminated, suggesting a potential fuel-related issue. Further testing using a bore scope revealed the cylinder to be filled with fuel.To ascertain the cause, we conducted controlled ignition tests, which confirmed the fuel injector for cylinder 4 was malfunctioning. We also took steps to eliminate other potential causes. During our investigation, we noticed that the engine oil exhibited an overfilled condition with a fuel odor, indicating possible fuel infiltration.After completing the initial diagnostics, we reassembled the components and returned your vehicle. The testing results indicated a stuck open fuel injector for cylinder 4, leading to the cylinder being filled with fuel.Our recommended repairs, including the replacement of GDI fuel injectors, high pressure lines, spark plugs, gaskets, and other components, were based on our commitment to your vehicle's reliability and safety. This comprehensive approach ensures the well-being of your vehicle and passengers.We understand the concerns raised in your reviews, and we wish to clarify that our aim was to provide a lasting solution. It is unfortunate that our intentions have been misconstrued, and we are committed to addressing your concerns with transparency. As noted in your reviews you state that you did not have to replace fuel injectors only a fouled spark plug. We do have proof via text message from you that states you did end up having to replace fuel injectors. Our records indicate discussions surrounding the fuel injector replacement, and it is our responsibility to recommend a thorough approach to ensure your vehicle's optimal performance. The additional repair recommendations were made considering the status of adjacent injectors, which were nearing their service life. I am requesting that this allegation is removed as we have show with detail and proof that everything we did is indeed in alignment with the safety and guidelines to keep the client safe and reliable. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20393975
  
  I am rejecting this response because: the recommended repairs totaling $6,800 were found to be unnecessary and with out any price break down of individual parts/labor for each repair. When I called to discuss this price of $6800, I pleaded with ***** to please only fix the one bad injector to get it running and he refused stating that wasnt possible it do. I called around to four other places who told me there would be no problem with fixing just one and that honest wrenches was taking advantage of me just throwing out a lump sum of a bunch of random repairs needed. They refused to fix just one thing- I had to pay all $6800 or nothing. I towed it to another place who actually ran the diagnostic codes and found bad spark plug, took apart the fuel injectors-ALL OF THEM WERE FUNCTIONING CORRECTLY, I had already purchased a new gasket, spark plugs and fuel injector so I asked the mechanic if any of them looked worn and he said #6 looked sticky but did not need replaced- I asked him to replace it anyway since I already bought it. All that was required to get my car repaired were new spark plugs and a gasket. $400. They lied about what was broken and added on an extra $6000 that wasnt needed at all. My car is still running perfectly after a thousand mi trip. They said I admitted the fuel injectors were bad- that is another lie, I in fact, said NONE of them were BAD, especially the #4 they said was the problem, the one I had replaced was still working and not the cause of the break down. I would love to provide the text message conversation!
  
  Sincerely,
  
  *********************