ComplaintsforHonest - 1 Auto Care

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From 5/1/24-7/10/24 I experienced a lack of transparency in pricing, rationale for services delivered, timeframe, and communication at Honest Auto on *****. Was never provided itemized quotes in advance of services, had to request itemized list of services numerous times (was denied a request by email/phone). In the 3 wks it was being serviced the first time there was no updated quote until the day before it was supposed to be ready. Original quote: $3300, new quote: $4019. I never authorized new charges.Services were done without my approval. When I requested rationale for the services, it was not thoroughly explained or transparent. Over 2 months, my car has been in their shop for over 4 wks. Every time my car was in the shop, I had to call frequently to request updates. Nearly all of the times I called the estimated pickup date changed to a later date. The manager apologized for the lack of communication. When I brought up my frustration with not being involved with the decisions made for my car, his response was, never know what youre going to get until you get in there. There was an incredible lack of communication from providing timeframe for services, quotes for services, new services needed, and written documentation of services delivered. I felt like I was being manipulated and swindled. I was without a car for over 4 wks and using Ubers to get around. I paid for terrible service and the issue is not fully resolved. The first time my car was in the shop for 3 wks and I didn't get a single phone call during that time except the day after I dropped it off. To fix the ongoing issues I have been back 4 times in 2 months Since it's under warranty, they say to bring it in if it's having issues. But even with ongoing issues with my car and free "fixes" with warranty, I will not be returning to this shop. They didn't provide any documentation of the most recent "fix" on 7/10: engine is still making noise and my car was returned with a bumper light broken.

  Business response

  07/15/2024

  On 5/1/24 ***** came in with a concern about his car.   Our Tech noted misfire on the no#2 cylinder.  Our tech went through testing procedures and found all coils and plugs working properly, but on the scope found issues with fuel so we called the  customer and said as a first step we need to do a motorvac service due to carbon and readings from scope. customer agreed to this as a First step knowing there may be more issues when we get into the engine.    We performed the first step, and it was better but not fixed.
  We called the customer after we did a leak down test on cylinders and found #2-cylinder failure and let the customer know the price for repairs would be around $3300.00 plus what we already have done. The customer was told we had to send out the cylinder head for repair, resurface and pressure check and if all goes well that takes 7-10 business days.
  
  After cylinder head was off and during disassembly, we noted sticky lifters and #2 exhaust lifter frozen in cylinder head, which held the valve open and tapped piston slightly and was not seating properly.   Additionally, on head stud removal 2 studs were seized up and we had to remove broken studs.  ***** was told over the phone what happened,and he was annoyed and upset. I told him we needed to get new lifters and head bolts as well as timing chain tensioner and he said just fix my car.  He loses money every day he does not have it.   
  The Cylinder head shop called us and let us know there will be an extra charge for removing the stuck lifter and that the valve was ordered but a few days out. I explained this to the customer, and he was not happy.
  I told him we don't know what we are going to find until we are in the job.  It is not possible to identify all the things that may be wrong with an engine when it is sealed up.   So, any problem with an engine may be more complicated than initially thought once the facts are evident.    He did not understand.
  Upon the return of the cylinder head, we installed the cylinder head back on the car and the operation was ok.  To get the vehicle back to him as rapidly as possible we used aftermarket gaskets on the Manifold as OEM parts were going to take longer than he wanted.   
  
  On 6/17/24 The customer came back and complained of a ticking noise and the air conditioner inoperative. We replaced an o ring and installed OEM Manifold Gasket In place of the aftermarket gasket, and this fixed the issue  with the faulty exhaust manifold gasket.
  
  On 6/26/24 he came back into the shop complained of a slight noise on acceleration when its floored and we found a bad exhaust gasket which we replaced with an OEM factory gasket and noise is gone operation ok at this time.
  
  On 7/10/24 he came in and was complaining of another noise and tech found no noise at the time and customer on pick up was furious.  He went to his back bumper and stated his Right Rear taillight lens was loose and accused our shop of doing that.   We never had reason to touch his taillights. 
  
  ********************* has received both the parts and labor that were required to fix his vehicle as requested.    He has signed his payment slip upon return of his vehicle.     The parts and labor that were required to perform this work are not returnable.   The workmanship is under warranty as is the labor.    This warranty is for 3 years or ****** miles.
  
  While he is frustrated by the auto maintenance process nothing in this process was mishandled.   His expectations were not congruent with the situation itself.

  Customer response

  07/19/2024

   
  Complaint: 21972641
  
  I am rejecting this response because:

  My car is not fixed. I took my car to a dealership since my engine was still making noise. My estimated costs for fixing my engine is 4409.22. 

  Took my car to Honest Auto on 5/1/2024. My car was sputtering they called said it needed a flush of the system or entire engine rebuilt.
  5/2 They called letting me know I need the engine rebuilt. Quote was $3300. 
  I didnt receive a phone call for 20 days to get my approval or consent for extra fixes beyond the $3300 quote. I called 6 times between 5/7-5/22 since I hadnt been updated on my cars status. 
  I called on 5/7 and was told something had to go to the machine shop for work. 
  I called on 5/14 for an update, they found something else broken and were fixing it, no updated quote was provided.
  I called on 5/17, they had found something wrong and would be fixed and ready for pickup on 5/18. No updated quote was provided. They said they would call when ready. I never received a phone call. After not hearing anything, I called on 5/22 to check if I could pick up my car, they said they found something else that was wrong, it would be ready by Thursday. I asked for a new quote and was told it was now $4019. I asked for an itemized quote, they said they couldnt email one because the system was down. I asked for them to text me a picture of the quote, they said they didnt have a phone that did that. I went to the shop to get the itemized quote, the quote said $3671.46. I asked why it was lower than what was stated on the phone. ***** told me he tried to hook me up due to lack of communication. He apologized for the lack of communication. I stated to not do any more fixes beyond $3671.46 unless they have my approval. They agreed. I paid $3671.46. I paid the $3671.46 and got car after being told everything was fixed. 
  6/10 my car was still making noise, was told it was an exhaust issue, they said they fixed it. Got my car back 6/15.
  6/17 my car was still making noise, I was told it was an injector issue. They said they fixed it. Got my car back 6/25.
  7/5 my car still making noise, I brought it in 7/9. Got a call on 7/10 that it was ready to go. I drove with the technician, I still heard a noise, he said thats just how cars sound. Arriving back at the shop, I noticed my rear right light was hanging off my car. I asked the technician about it, he said I dont know, it was hot yesterday. I told ***** the light wasn't broken before bringing it in two days prior. I asked how it happened, he said I dont know we dont work on lights. I asked for a full printout of all the work done to my car. There wasnt any work recorded for 7/10.
  7/15 I went to the shop and asked why there wasnt record of them doing anything to my car 7/10, ***** stated theres nothing wrong with my car so no work was needed.
  
  7/18 Car is still making noise.I took my car into a dealership 7/16 for evaluation, to fix my car is going to be $4409.22. 

  I would like a refund from Honest Auto since they didn't finish the job properly and assured me that my engine is fine. 

  Attached are the phone records for my communication with Honest Auto, the quote from the dealership to fix my car, and the statement made by ***** that ***** found no issues with my engine on 7/10/2024.

  
  Sincerely,
  
  *********************

  Business response

  08/08/2024

  On 5/1/24 ***** came in with a concern about his car.   Our Tech noted misfire on the no#2 cylinder.  Our tech went through testing procedures and found all coils and plugs working properly, but on the scope found issues with fuel so we called the customer and said as a first step we need to do a motorvac service due to carbon and readings from scope. customer agreed to this as a First step knowing there may be more issues when we get into the engine.    We performed the first step, and it was better but not fixed.
  We called the customer after we did a leak down test on cylinders and found #2-cylinder failure and let the customer know the price for repairs would be around $3300.00 plus what we already have done. The customer was told we had to send out the cylinder head for repair, resurface and pressure check and if all goes well that takes 7-10 business days.
  
  After cylinder head was off and during disassembly, we noted sticky lifters and #2 exhaust lifter frozen in cylinder head, which held the valve open and tapped piston slightly and was not seating properly.   Additionally, on head stud removal 2 studs were seized up and we had to remove broken studs.  ***** was told over the phone what happened,and he was annoyed and upset. I told him we needed to get new lifters and head bolts as well as timing chain tensioner and he said just fix my car.  He loses money every day he does not have it.   
  The Cylinder head shop called us and let us know there will be an extra charge for removing the stuck lifter and that the valve was ordered but a few days out. I explained this to the customer, and he was not happy.
  I told him we don't know what we are going to find until we are in the job.  It is not possible to identify all the things that may be wrong with an engine when it is sealed up.   So, any problem with an engine may be more complicated than initially thought once the facts are evident.    He did not understand.
  Upon the return of the cylinder head, we installed the cylinder head back on the car and the operation was ok.  To get the vehicle back to him as rapidly as possible we used aftermarket gaskets on the Manifold as OEM parts were going to take longer than he wanted.   
  
  On 6/17/24 The customer came back and complained of a ticking noise and the air conditioner inoperative. We replaced an o ring and installed OEM Manifold Gasket In place of the aftermarket gasket, and this fixed the issue  with the faulty exhaust manifold gasket.   No Charge for this visit.   Evac and Recharge system, charge  is normally $280.00
  
  On 6/26/24 he came back into the shop complained of a slight noise on acceleration when its floored and we found a bad exhaust gasket which we replaced with an OEM factory gasket and noise is gone operation ok at this time.   ******** /  No charge
  
  On 7/10/24 he came in and was complaining of another noise and tech found no noise at the time and customer on pick up was furious.  He went to his back bumper and stated his Right Rear taillight lens was loose and accused our shop of doing that.   We never had reason to touch his taillights.     ***** drove in the car with mechanics,   Mechanics were not able to hear the noises he heard.  No ticket developed as no  work other than the ride to listen was performed.
  
  ********************* has received both the parts and labor that were required to fix his vehicle as requested.    He has signed his payment slip upon return of his vehicle.     The parts and labor that were required to perform this work are not returnable.   The workmanship is under warranty as is the labor.    This warranty is for written on his paperwork and is at least 12 months.
  
  While he is frustrated by the auto maintenance process nothing in this process was mishandled.   His expectations were not congruent with the situation itself.

  Customer response

  08/09/2024

   Complaint: 21972641
  
  I am rejecting this response because:

  This new response is just a repeat of the one already submitted and does not address the fact that Honest Auto said there was nothing wrong with the engine and yet it was still not running correctly.  The dealership confirmed that things were left undone such as the heat shield being loose (which was the noise I was hearing), bolts loose, replace timing cover with new hardware, exhaust manifold removal and replacement of broken bolts.  None of this was addressed in the response instead portraying that I was just unhappy.  I was really left with no option but to seek other service since they had not properly repaired my automobile and keep referring to this as maintenance.  It was not a maintenance issue.  It needed repair and Honest Auto did not complete that repair but instead took the position that I was just a disgruntled customer rather than addressing all the things that the dealership found to be remiss.

  Attached is the statement written and signed by *****, the manager, on July 15th stating that there is nothing wrong with my engine when I brought it back on July 10th 2024 to address the state of my car. Also attached is the receipt from the dealership: all highlighted areas are engine-related fixes that are directly from the work that Honest Auto worked on totaling $2,672.22.

  It was not my expectation that I would have to pay for the same work twice, nor that the work done would not be professionally completed, and, in fact, that items would not be reinstalled correctly after they returned the car to me. If I hadn't taken it to the dealership, this could have resulted in far more damage.

  I am seeking to be made whole. 

  Sincerely,
  *********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 11, 2022, I dropped off my 2019 ******* Navigator to Honest 1 garage in SE ******** as I thought the vehicle needed new brakes. The vehicle was diagnosed as needing new brakes and I picked it up on August 17, 2022 and paid $1738.26.About a week later, this Honest 1 was vandalized and was forced to shut down. Around this time I noticed a loud clanking noise coming from the underside of the vehicle. In October, 2022 I took the ******* to Affordable Tire and Care in SE ********. This mechanic was to hear the clanking noise, but unable to find the source. Soon after I picked up my car, the brakes started to squeak. On October 20, I took the ******* to ************************* in SE ********. ******* had my ******* for three days and found the source of the noise, it was coming from the brakes. ******* was able to fix the problems, but said that they probably would come back and most likely I would have to replace the breaks even though they were just replaced. About a week later both noises came back and on December 13, 2022 I took my ******* back to Honest 1, but this time in their *********, ****** location. I explained to Honest 1 what was happening and they gladly said that I could take it in for an inspection. The ******* was ready on December 14th and. upon pickup I was told that breaks squeak in the winter and the clanking noise was coming from a toy moving around in the back. I was not happy. I knew that the manager was just trying to get me to go away. In February, 2023 I took the ******* back to ******* and upon an inspection, it was determined that new front brakes were needed. The initial brake repair was done poorly. Cheap parts were used and the install was substandard. I had to pay another $1,000 for this repair. Ten days after pickup, the clanking noise is gone and my breaks don't squeak anymore. I am asking for a full refund of ********. Attached are the receipts from Honest 1 for the original repair and from *************************

  Business response

  03/10/2023

  Tell us why here...Reference ID number ********
  
  On 11 ******************************** did bring his ******* Navigator into our ***** shop because he though he needed brakes.
  There was a major pulsation when braking which indicates warped rotors, we inspected and found warped rotors on the front and back of his vehicle.   His Navigator was a 2019,with ****** miles on it when he brought it in.  During the discussion we asked how they the brakes had gotten so hot that the rotors turned blue from the friction, He said he had been hauling stuff.     We replaced the Rotors in front and back.   We replaced the brake pads front and back as well. The cost of the parts installed was $1373.61.  Labor was 348.75.    He picked up his vehicle on 17 August.
  Six weeks after he picked up his vehicle, our store had a fire set by a transient outside the bay doors and we transferred our phones to the ********* location.   At no time in the six weeks prior to the store being burned, did we receive a call from **************    Even if our shop was shut down,there are 6 more Honest One location in the Portland ********* area that would have honored the warranty and addressed these issues he might have had. 
  In October 22, he took his vehicle to *************************,the mechanic at this location was not able to identify the source of a clanking noise.  It is not clear from his description or documents how far this mechanic got into the car, if he took the wheels off or what exactly he did, but he did look hard enough to be able to say he could not find the cause of a clanking noise.
  From there he went to ************************* In SE ********, ******* fixed the problem, according to his statement.    They also said their fix would not be a permanent solution and that he would likely need to replace the brakes even though they were brand new with less than **** miles on them.
  It is not clear what ******* did to Fix the problem, but it came back a week or so later.   At this point he came to the ********* location of Honest 1 Auto care.    We inspected the brakes and could not find a problem with them.   They were Powerstop Brake Pads that measure at 13MM brand new.    They are the best you can get for heat transfer / dissipation.   When inspected in December they measured at 12MM which is well above the 3mm that requires replacement.  The rotors were in great condition.   
  Our Mechanics drove the vehicle to see if they could replicate the noises he was hearing, the only noise the mechanic heard was from some loose items in the back that *** have caused the noise, but they were not able to replicate the knocking or noises.    There were no noises when he took the vehicle.
  This was a free inspection.     We do stand behind our work and have a ****0-mile,three-year warranty on the parts installed.    The parts installed for this to begin with were very good quality parts,above average given the fact that the vehicle clearly performs some stressful work which resulted in the warping of the rotors to begin with.
  ************** was not happy with the analysis of the problem and went to ******* where they installed Front Brakes on in February 2023, ten days later he says he has no issues with noise.  He is asking for a full refund.
  There are several problems with this request:
  Two other shops have been in the middle of the brake prior to our shop being able to look at the vehicle.   We have no idea what they *** or *** not have done in that process.  There is no documentation, and all we know is that they were not able to identify the problem in a lasting way that is documented.
  The vehicle came in, in August with ****** Miles on it, it had brake pads and rotors installed Front and Back.  Brand new the pads have 13MM on them.  In December when it came back it had ****** miles on it.   That is ***** Miles driven and, in that time, he used 1MM of pad, or wore out 10 percent of the usable pad (Pads are replaced at 3MM normally).     He is still using the rear pads and rotors and the front rotors we installed.   We can not warranty out a part that does not have a defect in it, and his front brakes that were inspected did not have defects on them.   If he can provide the front pads that were replaced to our shop, with defects that the manufacturer will warranty out, we will gladly refund what ever money the company refunds to us.   But that is the extent of how much we will refund.

  Customer response

  03/10/2023

   
  Complaint: 19552694
  
  I am rejecting this response because:

   

  The response from Honest 1 is filled with falsehoods and complete fabrications. In August of 2022 when I initially brought the 2019 ******* Navigator to Honest 1 I never said that I used the vehicle "to haul stuff. I have an old mini van for my "hauling". Furthermore, the color of the rotors was never brought up nor discussed.

  My interactions with Honest 1 were very routine at the time. Brought it in, got a quote, paid. Pretty simple stuff. 

   

  Another inaccurate statement was the timeline of the fire that occurred at Honest One on ***************. The author of the rebuttal to my initial claim stated that the fire occurred 6 weeks after I picked up my Navigator. I drove back to Honest 1 on *************** August 25. In fact I took pictures of the garage and texted the to my family stating how lucky my car wasn't there at the time. The photos are stamped with the date of August 25. This fact is relevant because it proves that the author has included some very clear inaccuracies in the rebuttal. (screen shot of text message between my family and I dated August 25 attached) 

  The reason that I drove back on the 25 of August was to talk to someone about why my breaks were squeaking and to help find the source of the clanking noise that had just started. Having been new to the are I did not realize that Honest 1 was a chain of garages in this area, I had no idea. So I did what anyone else in my position would do, call around and find another mechanic. So, yes, I did take it to Affordable Tire and Break. I wasn't charged anything and they didn't do anything. I was told that "We can hear the squeaking and the clanking noise, but we dont know where it is coming from". What I did learn from Affordable tire and break was they had many customers come to them to repair what had incorrectly repaired by Honest 1 on ***************. 

  This led me to ************************* on October 13, 2022. ******* had my Navigator for three days trying to find the source of the clanking and squeaking of the breaks. They said that the repair to my breaks was a "mess". I have attached the invoice and the diagnosis was "clanking was due to the right pad rattling due to the hardware". I drove away with the expectation that the problem was resolved, but was told that it could easily happen again because of how the breaks were installed. (Receipt attached)

  The noise certainly came back and I became very frustrated. I live close by Honest 1 and it looked like the garage was getting ready to reopen. I called Honest 1hoping that I could speak to someone about my problem and got directed to a receptionist who said that the ***** location was still closed but the ********* was open. I said "there is a ********* location?" So I made an appointment after explaining my situation and frustration. The person I spoke to was very kind and apologetic. The person at the shop was also very kind and apologetic. Thats where the pleasantries ended. 

  When I picked up the vehicle the next day I was told that "its normal for breaks to squeak in the winter, everyones breaks squeak in the winter" and the noise I was hearing "must be from some stuff moving around". Keep in mind that I am not a mechanic and when explained that I had a lot of pad depth left and everything checked out, I BELIEVED HIM. I am not from ******, I took this person's word that breaks squeak in the winter. I left thinking that I must have bought a $100,000 LEMON and maybe I will just have to live with it. 

  Then I remembered something very important. That is I owned this vehicle in 2020 and drove it through the winter, a cold winter. During that winter the breaks did not squeak and there was no clanking noise. So, yes, I took it back to ******* where my intelligence is not insulted and where I was listened to. The mechanics went through it again top to bottom and found that metallic break pads were used, not ceramic pads which are what the manufacturer recommends. The pads were the wrong material and installed so that they were grinding into the rotor. Yes, it was that bad. 

  So, here I am after spending another $1000 on breaks. Breaks that dont squeak anymore and the clanking noise is gone, at least in the front. Not gone completely which makes me think that the rear breaks will need to be replaced. Why would I have brought back this vehicle to a place that I dont trust? Why would I bring it back to a place that insisted nothing was wrong? Even if Honest 1 offered me a lifetime of free service, I would never go back. Just look at their ****** and Yelp reviews? Apparently I am not the only one who feels that Honest 1 isn't living up to their name. 

   

  Lastly, there is a common thread in the authors rebuttal. That is the implying that the source of my breaks causing me so many problems is because of how I use this vehicle. The author referenced "hauling stuff". "vehicle performs some stressful work". This could not be further from the truth and the assumption of this has no relevance because the author has no proof as to what I do with this car. I baby this $100,000 car. It is a child shuttle. I am a stay at hoe dad. There is no hauling, no rough driving. This Navigator is kept in my garage. Maybe if ceramic breaks were installed in the first place as what it recommended, I would not be wasting my time typing this 

  To expedite the resolution of this case and my receipt of my full refund, I suggest that BBB calls ******* Auto so it can be explained what they saw. They can explain how haphazard that work was. They explain the the wrong parts were used. 

   

   

   

   

  
  
  Sincerely,
  
  *************************

  Business response

  03/23/2023

  The simple facts of the matter are that ********************* in his vehicle  and had brakes and rotors put on.   He went to two other shops prior to making it back to Honest-1 where he has a warranty, they did not fix the problem in those two visits, not sure what they did or did not do.

  He came in, we inspected the equipment and found no issues on the brake pads or rotors.  

  He went to another shop and had the front brake pads replaced which he indicates fixed the problem.

   

  He is still driving with the rotors that we installed front and back, and has the rear brake pads that we installed on his car. 

   

  There will be no refund for those parts that are on his vehicle.  

   

  If he brings in the brake pads to us that he had removed and replaced we will attempt to warranty them through the manufacturer and we will provide what ever funds we receive to him.

   

  His warranty on the rear brakes and front and rear rotors is still in place, in the event that they begin to provide trouble.

   

   

   

  
  

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