Honest-1 Auto Care #188

Initial Business Response / [redacted] (1000, 10, 2015/12/21) */ We have resolved this issue regarding the repairs to Mr [redacted] s vehicleWe have provided services to Mr, [redacted] s vehicle at no chargeWe also repaired additional concerns not previously addressed by Mr [redacted] at no charge to himIt is important to us that Mr [redacted] has a local repair facility that he can rely on that is both convenient and integrousIf I can be of any assistance, please do not hesitate to give me a call Thank you, Rick [redacted] Store Manager Honest Auto Care Maple Grove [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dropped off the Fon Sat.Novat 11:30am with the complaint of severe vibration coming from the front of vehicleThey replaced front tie rods and something came looseThe next day I stopped by their repair shop at 4:pm and talked to Molly, their repair advisorI ask why my vehicle had not been repaired yet, and also my concern about the front disc rotors being exposed to winter road salt and sandShe told me that would not affect the brakesI disagreeI would like to get a second opinion from a Goodyear tire shop in m area Final Business Response / [redacted] (4000, 14, 2016/01/07) */ On 11-13-guest came to shop with a complaint of grinding when brakingWe isolated his concern to front pads, rotors and calipers, rear brake shoes, drums and hardware and parking brake adjustersThese were the only items we replaced for the brake system, we also replaced steering tie rods and performed an alignmentOn 11-19-the guest came in complaining of a spongy brake pedal and after inspecting the brake system we identified the parking brake cables were sticking and the brake master cylinder was losing pressure internally which was causing the spongy pedalGuest declined both recommendationsOn 11-24-guest returned and was very upset so we replaced the master cylinder at no cost to the guest even though we did not originally replacedthis partOn 11-28-the guest returned once again complaining of thumping vibrations over mphWe replaced the rear brake shoes and hardware under warranty and also replaced the rear wheel cylinders on both sides, both front brake hoses at not cost to the guest, even though these items were not replaced here on his original visitThe pictures he has provided show rusted backing plates, these are almost NEVER quoted for replacement when pads and rotors are replaced due to this being Minnesota and the majority of them rust awayThese are in no way affecting the braking on this truck and we will not be able to do anymore free work on this guest's vehicleWe would be happy to provide a written estimate with parts and labor included to replace the rusted backing platesWe feel that the $of free work we did on this guests truck that was unrelated to the original parts we installed shows the level of commitment and customer service that we always strive to meet and exceed

Initial Business Response /* (1000, 5, 2015/07/25) */
Jan 22nd guest came into shop complaining of an oil leak, we isolated the leak to the steering rack and pinionWe made the recommendation for replacement and the guest approved the estimate that we presented and we made the repair to the leak
No record of check engine light on at this time
March 9th guest came to shop with the concern of a check engine light and exhaust smellThe technician recommended a fuel system service for the catalytic converter code stored in computer, guest approved recommendation for fuel system service and we advised the guest on that invoice that if the check engine light came back on, we would recommend replacement of the catalytic converter
March 15th guest returned to the shop with the check engine light on , after inspection we advised guest to replace the catalytic converter as advised on their last visit and we advised the guest to replace the spark plugs based on wear for the poor running conditionGuest approved estimate provided
March 17th- guest came in for check engine light, we pulled codes and found a code for the idle speed circuit, we removed and cleaned the throttle body as we saw carbon built up in the ports, this was an unrelated concern to any prior work we have doneWe performed this service at no charge to the guest
June 8- guest did indeed go to another shop for an oil change, and inspection of exhaust leakShop advised guest that the leak was in the factory weld on the converter installed by our shop, also in the pipe further up the exhaust system from where the new part was installedGuest returned the same day after inspection was doneWe replaced the the catalytic converter under warranty, this was a direct fit part and was not "welded" in as stated by the guest
June 26th guest did return to other shop and we have a written statement that they advised her that the leak should be taken care of by our shop under warranty, guest declined to return to our shop and approved the work be done at the other shop instead of returning for warranty work
Guest has been in contact with one of our General Managers and he refunded the amount that the guest paid the other shop to repair the exhaust pipe, the guest stated they would not accept that amount but that check posted as cashed from our account on 7-13-2015, showing the guest accepted the refund for their cost of repairing the exhaust pipe onlyPlease keep in mind that the repair done to the exhaust was a pipe in front of the pipe we replacedWe have gone above and beyond and stood behind the work we performed and we will still cover the repair work done at our shop for a period of years or 36,miles whichever comes firstWe at Honest take customer service very seriously and are always striving to show our guest thisWe have taken care of the warranty work that was found by the other shop and feel there is no more responsibility in this particular matter
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that I have documents to validate the following facts that have been misrepresented in the response from the business above:
3/15/Catalytic Converter and spark plugs installed for "engine light"
3/17/Engine Light back on so Catalytic Converter was not the issue
Car continues to have exhaust smell through 6/8/
6/8/Business falsely states that we went to another shop for an oil changeIt is clearly stated on ***'s invoice that we went in because the Check Engine light was back on and this led to the discovery of the exhaust leak which was the problem all along
6/26/statement that it is in writing that *** advised us to return to Honest-for the repairIt was our decision for the safety of our daughter to have the vehicle repaired at ***We have had no issues with the car since that repair
6/26/The catalytic converter was welded according to ***I would be happy to consult with another mechanic to verify this information if necessary
It is clear that the response from Honest-was made in haste without checking the factsThis has been our major complaint with this company all alongWe never felt like anyone was looking at the entire issue with the car and one thing was fixed after another while we paid the bills and had a car with a perpetual "check engine" light on
I have valid concerns about this business and with out of customers very dissatisfied online (one star out of five for all reviews), there are many red flags that need to be addressed by the Revdex.com in order to protect consumersThe national site for Honest-also only allows postings of five star reviewsAll other reviews are blocked
I don't think the general manager would send me a check for repairs unless he agreed that our complaint was validThe initial amount was a fraction of the time and money this has cost usThe only reason the check was cashed was simply because I do not trust this company and did not want to take the chance that they would stop payment on the checkI still have a hard copy of the check and it does not state anywhere that this was payment in full
As others have stated on this site, and on the reviews online, something needs to change at Honest-I have never experienced anything like this at any car repair shopEver
Final Business Response /* (4000, 9, 2015/08/05) */
On each visit to our shop, the guest stated a concern, we isolated the concern, and made recommendations for repair workOn each visit the guest approved the estimated repair work to be doneWe have refunded the cost that the guest spent at another shop fixing an exhaust leakThis leak was a separate repair and not part of the pipe that we replaced at our shopWe have stood behind our written warranty and have already replaced a defective part under said warranty for this guest, we will continue to stand behind the warranty for the repairs done to this vehicle for a period of years or 36,miles whichever comes firstEach time the vehicle was in, we properly diagnosed and repaired the guests vehicleIt is the guests opinion that the vehicle was misdiagnosed, which we disagree withAs a show of good faith, we refunded the exhaust weld that was done at the other shop even though the failure was in the factory weld on the new catalytic converterThis is a defect in the part from the manufacturer and does not have anything to do with the quality of work done at our locationWe do have a letter from the other shop explaining that they advised the guest to return to our shop since there would be no charge and guest stated they would prefer that they make the repairs at the other shopAgain, the guest did cash the refund check sent out and at this point we feel that we have no more obligation concerning the exhaust repair doneWe would like to re iterate that we will stand behind the warranty for all of the repair work done to the guests vehicle at our location and at anytime they can return to our shop if there is a question about the work we performed

This letter is in reference to complaint ID# *** in which MR*** *** filed a complaint on repair issuesBelow please find the timeline info regarding our repairsOn 3-19-Mr***
brought his Chevrolet Impala to our shop to evaluate his power steering systemWe recommended replacing his leaking power steering pumpMr*** declined repair at that time.On 3-21-Mr*** dropped off his vehicle after he had himself installed a power steering pump and asked that we perform diagnostic work to determine the cause of what he described as “the steering is sticking and cutting in and out”We evaluated the power steering system and found that the rack & pinion cylinder was leaking, power steering return hose was leaking and the power steering pump he had installed was not operating to manufacture specificationsWe made the following recommendationsReplace the Rack and pinion, power steering return hose, power steering fluid, power steering pump and perform a front end alignmentMr*** authorized all repairs except replacing the power steering pumpThe repair total authorized was $This total reflects a $discount to cover the power steering hose in question $plus an additional $discount for competitive reasonsMr*** picked his vehicle up the evening of 3-21-after the authorized repairs were complete.On 5-27-Mr*** returned to our shop to have us evaluate his power steering system again with the same complaint as he had on 3-21-We informed Mr*** that his power steering pump that he had replaced is still not performing to manufacture specifications and needed to be replacedMr*** declined the repair at that timeIn conclusion, we performed the vehicles repairs that were needed and approved except the replacement of the power steering pump that Mr*** declinedWe are confident that if we replaced the power steering pump the repairs to MrRasmussen’s vehicle would be complete and vehicle would operate to his satisfaction

Attn*** *** Mr*** has been a regular customer since March of We have serviced his Honda Accord on many occasionsThe vehicle has 256,milesIt is an industry standard that at this number of miles that an oil drain plug and oil
pan are going to wear to the point that they will need to be replacedWe gave Mr*** an alternative of repairing his existing pan with an oversize pan repair kitThis kit stopped the leak at the time and at some point the oil pan will need to be replacedOur shop does many of these repairs with great successIt is unfortunate that Mr*** is unhappy with his service, however he approved this repair as a cost effective alternative to an oil pan replacement.Thank you, Rick ***Store Manager, Honest Auto CareMaple Grove, Minnesota###-###-####

I am rejecting this response because:
On 3-21, they did not tell me the power steering pump was bad.  They said the rack and pinion was bad.  I said just fix it.  When I got my car back, the power steering still did not work, and I noticed I was charged for extra parts that I did not authorize. Who does a partial repair and gives the car back with the reported issue not corrected and then charges $850?  Ridiculous.  Online reviews say this shop is known for throwing in extra parts and not telling the customer until they come in to pay.  This is bad business and I would like my money refunded.  Otherwise I would consider this unresolved.

Initial Business Response /* (1000, 10, 2015/12/21) */
We have resolved this issue regarding the repairs to Mr. [redacted]s vehicle. We have provided services to Mr, [redacted]s vehicle at no charge. We also repaired additional concerns not previously addressed by Mr. [redacted] at no charge to him. It is...

important to us that Mr. [redacted] has a local repair facility that he can rely on that is both convenient and integrous. If I can be of any assistance, please do not hesitate to give me a call.
Thank you,
Rick [redacted]
Store Manager
Honest 1 Auto Care
Maple Grove
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dropped off the F150 on Sat.Nov.28 at 11:30am
with the complaint of severe vibration coming
from the front of vehicle. They replaced front
tie rods and something came loose. The next day
I stopped by their repair shop at 4:30 pm and
talked to Molly, their repair advisor. I ask why
my vehicle had not been repaired yet, and also
my concern about the front disc rotors being exposed to winter road salt and sand. She told me
that would not affect the brakes. I disagree. I
would like to get a second opinion from a Goodyear
tire shop in m area.
Final Business Response /* (4000, 14, 2016/01/07) */
On 11-13-2015 guest came to shop with a complaint of grinding when braking. We isolated his concern to front pads, rotors and calipers, rear brake shoes, drums and hardware and parking brake adjusters. These were the only items we replaced for the brake system, we also replaced steering tie rods and performed an alignment. On 11-19-2015 the guest came in complaining of a spongy brake pedal and after inspecting the brake system we identified the parking brake cables were sticking and the brake master cylinder was losing pressure internally which was causing the spongy pedal. Guest declined both recommendations. On 11-24-2015 guest returned and was very upset so we replaced the master cylinder at no cost to the guest even though we did not originally replacedthis part. On 11-28-2015 the guest returned once again complaining of thumping vibrations over 50 mph. We replaced the rear brake shoes and hardware under warranty and also replaced the rear wheel cylinders on both sides, both front brake hoses at not cost to the guest, even though these items were not replaced here on his original visit. The pictures he has provided show rusted backing plates, these are almost NEVER quoted for replacement when pads and rotors are replaced due to this being Minnesota and the majority of them rust away. These are in no way affecting the braking on this truck and we will not be able to do anymore free work on this guest's vehicle. We would be happy to provide a written estimate with parts and labor included to replace the rusted backing plates. We feel that the $800 of free work we did on this guests truck that was unrelated to the original parts we installed shows the level of commitment and customer service that we always strive to meet and exceed.