ComplaintsforHonest Auto Service, Inc.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Used to do frequent business with this car repair shop however the last few times, they will quote us a price and then somehow when it's all said and done the price is significantly higher than what they quoted us this specific time. I was quited ****** on a brake job. We were unable to find the wheel lock key so ***** the owner had his assistant ******** reach out this morning on 3/8/2023 to tell us they can torch off the bolts and then put the other lug nuts I have in my trunk back on the vehicle. I was never told there would be anymore charges for torching or any other bolts or parts put on due to this. At 2:11 PM I received a call stating the vehicle was done and ready for pick up and the price would be ****** and some change. I immediately stopped him and said wait woh we were quoted 574 how did we ever get from that number to the 700s even after taxes. He stated to me we were told this morning that there would be a charge for torching off the bolts the labor and the bolt was destroyed so it needed to be replaced this is intact a huge lie. I said your assistant never said that over the phone or when I was there looking for the wheel lock key. He then proceeds to tell me my spouse is a liar an she was told this clearly then brings up the last repair he did for my spouse a rack and pinion which also wasn't fixed properly (still wining) and he said your spouse was told a price an told you she never was told that. I said my spouse is not a liar how do you talk to your customers in such manner you claim your running a business and speaking to us like your some almighty God he then said I called you out on that last time about you guys lying. I specifically said I will be in touch with BBB you are very unprofessional talking to customers this way and I hung up. He calls back 3 min later asking so your refusing to pay I said no as soon as my kids get home ill be there to pick up the vehicle he kept asking the same thing you refusing to pay I clearly said no *****.

  

  Business response

  03/10/2023

  ********, I'm sorry we were unable to communicate effectively with you or your partner. I feel like that was a huge issue every time we've done business with you. Every time you had a vehicle in our shop, our phone calls go ignored, sometimes for multiple days. Starting with the first and most recent issue, the ****** The ***** was in our shop for a brake leak, it needed rear calipers, pads & rotors. We gave you an estimate of $574.97 plus tax. Several phone calls were made back & forth in order to try and locate the key for your locking lug nuts. We could not do the brake job without the key obviously. You came to my shop to look through your ***** & couldn't find the key. You told ******** that you would look at home and call her in the morning and in return she told you she would speak to me (*****) to see what would need to be done to remove the locking nuts in case you don't find the key. She told you it would be more labor charge to remove them but we wouldn't have to charge you for replacement lug nuts because you already had several extra in your trunk. We never received a call from you, at this point your vehicle had been on the rack for over a day. We attempted to reach you that morning several times. We eventually reached your girlfriend. She stated that she was not even aware that you never found the key and assumed we had it. We went over the potential for damage when torching off lug nuts, which you were also informed of the night before. After more back & forth phone calls with your girlfriend and her contacting you, she eventually approved us removing the lug nuts.  I do not know why either of you would assume (especially after being told) that any extra labor, repairs or parts would be free, they never are. The additional labor you were informed of was $45 to torch & remove locking lug nuts. The one stud was damaged from torching your lug nut off. Potential damage that you were also informed of. The stud itself raised your bill $3.99 & then $27 in labor for replacing it. The entire difference from your first quote was a total of $75.98, because you lost your lug nut key. At any point you could have chose not to have any of the repairs done or asked any questions if you felt you were not well enough informed. You were informed of everything along the way and chose to proceed.
  

  The second issue, The buick rendezvous, came in with a very bad power steering leak last year. Both power steering lines were leaking & needed replaced. Your girlfriend, ****** was informed of all necessary repairs. We had to make a couple calls to add repairs & get approval, one being for the broken sway bar. ****** was given the estimate to repair her vehicle every step of the way. At one point she even joked that "******** was paying for it" so just go ahead and do the repairs. Several times it was explained that since you had a bad power steering leak and ran your power steering pump dry, it could need replaced as well, and hearing whining noise is an indication of that. We also noted at the time of replacing your lines, that the rack & pinion was very ***** and had potential for future leaks. Shortly after the lines were replaced, you called to complain  about the whining noise, so we again reminded you that you ran your pump dry and chose not to replace it. We provided you with a quote for the pump that day you called to complain. Fast forward a few months, and you're back at my shop for the rack & pinion (the pump was never replaced) Both you & ****** were informed that after the rack & ****** was replaced, you would need to take the Buick immediately to get a wheel alignment. It was also noted on your copy of the invoice. You called a week later, stating you were unhappy & said the buick was skipping/hopping when turning. I told you that it sounded like an alignment issue. I asked you to bring me the printout from the alignment shop and let me look at the Buick. You instead made an appointment for a brake issue on a *****.Why bring another vehicle to me, if you are so unhappy with our service? This is because you guys had never actually went to get an alignment. I know this because while picking up the *****, ****** showed me the printout from the alignment, the date was on the paper. The alignment was not done until after you called to complain about the issue. your complaint then changed from skipping/ hopping back to the whining noise, which still isn't negligence on my end because like I already stated, you drove around with a power steering leak and ran your pump dry.
  

  Every time we have ever done work for you, there is always an issue with paying, an excuse of some sort. I understand repair bills are a big expense but it's pretty inconsiderate to lie & make false accusations just to try to reduce your own cost. I never yelled, never called names. I simply stated someone was lying and I stand by that. We have cameras in every corner of the shop. I do not think it's unreasonable to ask if you would be paying your bill considering how you were speaking to me & threatening to report me. I just wanted to know what to expect but you refused to answer me which is why I asked multiple times. 

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