Honest-1 Auto Care #166

We agree that there have been many frustrating issues over the past few months with the customer's vehicle The repairs did take longer than because parts were not readily available and some had to be repaired or fabricated We did take responsibility for replacing the engine with a used engine for her as a gesture of good faith because we couldn't clearly explain the reason it failed Her accusation of a failed "quick fix" being the cause is not true or accurate and she has no expertise or proof to make such an accusation We are a small local business and we care about the customer and realize that she has made an investment in a year old vehicle and can't afford to keep putting money into itWe have replaced several parts and performed several services at our own expense in an effort to help her and show her that we care We did explain more than once that even though the vehicle has less than 100,miles it is more than years old and because of our harsh climate parts, seals and gaskets deteriorate regardless of mileage We told her that we couldn't take responsibility for every part that breaks or fails moving forward She stated she understood Most recently her vehicle was having brake problems and a transmission leak We told her that we couldn't take responsibility for either repair because we hadn't serviced either component We offered to help her and perform the work at a discount as we had done in the past but she refused and threatened to spread negative feedback and take action We are still willing to help and I will go as far as to perform the repairs at our cost in an effort to make things right Tom [redacted] General Manager Honest-Auto Care Burnsville - Prior Lake - Diffley###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We agree that there have been many frustrating issues over the past few months with the customer's vehicle.  The repairs did take longer than normal because parts were not readily available and some had to be repaired or fabricated.  We did take responsibility for replacing the engine with...

a used engine for her as a gesture of good faith because we couldn't clearly explain the reason it failed.  Her accusation of a failed  "quick fix" being the cause is not true or accurate and she has no expertise or proof to make such an accusation.     We are a small local business and we care about the customer and realize that she has made an investment in a 21 year old vehicle and can't afford to keep putting money into it. We have replaced several parts and performed several services at our own expense in an effort to help her and show her that we care.  We did explain more than once that even though the vehicle has less than 100,000 miles it is more than 20 years old and because of our harsh climate parts, seals and gaskets deteriorate regardless of mileage.  We told her that we couldn't take responsibility for every part that breaks or fails moving forward.  She stated she understood.     Most recently her vehicle was having brake problems and a transmission leak.  We told her that we couldn't take responsibility for either repair because we hadn't serviced either component.  We offered to help her and perform the work at a discount as we had done in the past but she refused and threatened to spread negative feedback and take action.     We are still willing to help and I will go as far as to perform the repairs at our cost in an effort to make things right.   Tom [redacted] General Manager Honest-1 Auto Care Burnsville - Prior Lake - Diffley77 ###-###-####

The pan gasket and hoses that are leaking appear to be the original equipment supplied with the vehicle when new.  Being they are potential 21 years old and have been exposed to the extreme heat and cold in this state along with the wear of normal driving it is not surprising that they are leaking.  We understand that the customer doesn't clearly understand that we did not service the transmission and believes that because the problem arose after we serviced the vehicle that it is related and therefore our responsibility.  If she would give us the opportunity to lift the vehicle up and show her where the leaks are coming from we could point out the components the we did service and it would become clear that the issues are not related.We want nothing more than to make the customer happy.  We are all really disappointed that she feels the way she does after all of the time money and energy we have put into keeping "Uncle Al" on the road.  We are still happy to perform the repairs she needs, including the brake work, at our cost.  We cannot pay for an unrelated repair on a original part that failed on a 21 year old vehicle.