Honest 1 Auto Care

In response to [redacted] ***: I am one of the owners of Honest -Auto Care in Gresham Oregon I read her complaint, and did some investigation into the issue There are a couple of issues here, the first “DASH LIGHTS ON?” is a message we have automatically put on our paperwork in order to remind our lube tech that we need to reset the dash light On the working copy of the paperwork this results in his initialing the spot next to it, in order to let the manager know that the oil change icon in the dashboard was reset (We will probably rephrase this so as not to cause alarm or undue suspicion.) The suspicion and hostility that Ms [redacted] exhibits in the rest of her confrontation is difficult to explain The young man who conducted the oil change feels confident that he put the oil cap lid on correctly This does not explain why her boyfriend found the oil cap loose Fortunately there was no damage to her vehicle [redacted] has been using a Groupon style coupon to use our stores services, we sell them at the store as well, typically a person pays $60-$dollars for this item and it has four free oil changes on it and a number of other discounts for services on it, with the intent of helping a person maintain their car through the commonly needed service process that can be expected in most cars in a year period [redacted] has come into our shop either four or six times and each time has received a point inspection and an update on what issues she might be facing with her vehicle This service is a value of $142-$depending upon the number of times she has been in She has done all of this for the value that she paid for the coupon book that she is using plus ~$she has paid us over that time That is the intent of the coupon program, to introduce new customers to us, so that we can provide them good honest service and essentially introduce them to our team, so they are comfortable when the time comes that they need to make a significant repair I have called and left a message with Ms [redacted] to discuss this situation, and should she call me back I will be happy to discuss it with her in person She is asking for a refund and payment for future oil changes, as well as diagnostics and repairs at Toyota We are a Napa Car Care Center, there are many in the city that she can go to Warranty work is handled in a specific way which means if we worked on the part the work is warrantied In short, I am happy to talk with Ms***, I am happy to refund her the $we have received from her in the time we have serviced her car As she has continued to drive the vehicle to and from services with the cap ostensibly tightened correctly, I don’t believe she has sustained damage to be compensated for V/R Keith M [redacted] , Partner

Complaint: [redacted] I am rejecting this response because: The company would only reissue the card for a "fee". Both oil changes had extra charges added and the diagnostic was fully charged even though it was their failure to re-set that caused my return. What they do is called bait & switch so I reject the option to be disappointed again. They had forms available but chose to require full payment until I complied with their plan and I do not wish to be put into the position of dealing with them and their poor service. I won't do door to door sales anymore and hope the public can be warned about their attitudes!Sincerely, [redacted]

The customers came in on the 25th of October to have a outside door handle cable fixed that they previously tried to fix themselves and weren't able to do so so they brought it to usThey also had an issue with the Blower motor not working and water on the inside of the vehicleWe did address and
fix the door and also fixed part of the door that was rusting away due to poor designI do have pictures of the door that was rusting and this is a known issueSee attached photosWhen addressing the blower motor issue we found the blower motor sitting in a puddle of water and the a/c drain not draining the water out of the Blower motor boxAfter further diagnostics and reviews of any possible Technical service bulletins or Recalls we did discover that the van has a recall on the issue of water building up in blower motor boxAt this time we called Chrysler and checked on any open recalls and they did advise us that there was a recall already and the work was performed to try and correct this issue but there might still be something that they could do for this customerThis isn't a common practice of shops to call the dealership for their customers but this is something we try and do to help our customersInstead of collecting the money to try and fix this issue we instead tried to save the customer money and send them back to the dealership for a possible free repairIf the customer would like us to look at the latch that holds the door open we can at no cost but they would be responsible for the parts and labor to repair this issueThis is not related to the door handle cable but part of the bottom of the door that keeps the door openIf there is anything we can do to help with in reason we are willingNo refunds at this time.
Mike H***
Store Manager

Complaint: ***I am rejecting this response because:Honest did know that the vehicle was fully loaded for a roadtrip when it was brought inThey have two options for storage at their site, in the garage or in their lotthe "lot" is parking spots that are on the corner of Stark st and SE 20th, so my truck was adjacent to the sidewalk and not protected in anyway by cameras, signs, ropes, or fencesThey chose to not put the vehicle inside and leave it outsideOnce they have the key and I am gone they are responsible for the vehicle and its well-beingScott told me over the phone when I called to ask about it that he saw stuff back there, but didn't know what it was, but he did know that I had departed on my trip when the vehicle broke down and it was towed directly there, so it was fully stockedAnd their point of miles between their top to bottom inspection and $of repairs and then catastrophic engine failure on a vehicle with under 60k miles is exactly the part that is suspicious. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: I will take my car to another mechanic and have them verify what was done on my car and why it is still squeakingI asked Higher to repair the squeaking noise on my vehicle and their reason for not refunding me is that they put unnecessary parts in my vehicle at "no additional charge" even though I paid them the full amount they quoted meI didnt show up to meet with the manager because I had explained to him that his lack of professionalism "*** saying I dont know what the problem is, I am not paying for anymore free st, and maybe I put bad parts in your car" made me lose trustThe only solution *** offered to me after losing his temper was spraying it down with lubrication instead of repairing what I paid forI repeatedly asked for paper work of what was done on my car and got nothing except one sheet that didnt explain anything and that said I paid $for repairs.
Sincerely
*** ***

I am Keith M***, and I work with Honest-AutoCare In Vancouver and other locations. I spoke with Mrand Mrs* *** about this issue. We performed work on their Chevy Tahoe and our mechanic replaced the brakes and shoes on July 18, 2017. We have a three
year 36,mile warranty that this car is covered under. In December after they went to the beach and heard a horrendous racket under the car they took it to another mechanics shop in Vancouver WA to see what the problem was, he identified that the brakes had come loose. At that time what needed to happen, was that our shop should have been contacted, we would have towed the car over at our cost, and fixed all parts and processes with out any cost to the * ***s. That is how our warranty works When the Mechanic who discovered the problem found that we had installed them, a good recommendation would have been to address us for warranty work, and help us arrange the tow truck. That did not happen. We were informed of the issue after the holiday season, after the problem had been resolved. If they had parts from the previous installation, we would have taken those and refunded the parts cost to the * ***'s. Unfortunately, because they did not contact us we have no place to go with the existing warranty system, we have had no opportunity to determine the cause of the issue, whether that be faulty workmanship, or faulty parts. We have no opportunity to inspect the parts or address the situation with our supplierHowever, we realize that they have had a cost that we would not have charged them, and while we will not provide a refund of cash for them, we would like to provide them with two VIP Coupon books, each of which has in excess of $dollars worth of either free or discounted services for them, that is a total of $in value, and the most direct savings to them would be the four free oil changes for a total of eight free oil changes that they can use with any vehicle they choose

Our response The car came in on Dec 8, for a noise in the rear of the vehicleWe inspected the vehicle and determined that the noise was coming from the rear stabilizer linksThe bushings in the stabilizer link were worn and loose and needed
replacing, therefore that is where we thought the squeak was coming from. When that didn’t fix the squeaking problem we replaced the strut mount and bushings at no additional charge for new parts and laborUpon our test drive we did not hear any squeaking, and thought the problem was solved. The customer called back and talked to *** and said there was still a noise. The customer then talked to me, the owner of the shop, I talked to ***. *** wanted a refund and I said I would consider one but he had to bring the car into the shop so I could verify the noise and make another attempt to fix the problem. I set an appointment with him for the next day the 6th of JanuaryHe indicated he would be there. He never showed up When he tried to do a Charge Back on his credit card in April that was the first time we had heard from him since that phone call in December. That claim was deniedWe feel we should not refund anything at this time for the following reasons1. The parts that we did put on the car were legitimate and needed parts, whether or not they fixed the noiseThey were installed correctly 2. To serve the customer well and to fix the noise we installed additional parts correctly at no extra to the customer 3. We have a 36,mile month warrantyTo cure any problems that arise from vehicles we work on 4. The customer never returned for us to correct the problem 5. Their car had been serviced here previously and had no problems at that time, so I am not sure why they didn’t “trust” us to find and correct the noise 6. Finally---We need to verify that there truly is still a noiseWe are still waiting for *** *** to bring in the car and show us the noise and give us a chance to repair the problem

Mr*** did not make Honest aware there was any camping gear in the Canopy area of the truck, and was made aware that the truck would be locked up on our lot until repairs were initiatedMr *** to my knowledge did not make any effort to retrieve his belongings out of the truckHonest
did apologize for his loss, and would have secured his belongings if we would have known they were in the canopy areaMr *** truck was on our lot, and NEVER parked on the public street at any time during the repair processMr *** truck was driven approximately miles before his cross country trip

We have already addressed this issue with the Revdex.com and it got dismissed. This customer is now using a different name to file a different claim with the same issues. He has also filed a claim with the Milwaukee, Or store and this store has never seen this vehicle before. Im not sure where to go from...

here. The customer declined us to replace the battery temp sensor and told him his check engine light would come back on for this issue and it did. He did also state this in his Revdex.com complaint so there isnt any argument there. He also declined the Diagnostic to find out the issues with the ABS light. I have no problems performing this service for him and also would like to offer to replace the battery temp sensor. This would cost him the same amount that we already quoted. 
 
Mike H[redacted]
Store Manager 
360-952-8039

Complaint: [redacted]I am rejecting this response because:
Keith of Honest1 auto care was supposed to contact Mike in Vancouver. The date and time that Keith promised to return a phone call back to me was around 2 weeks ago on my cell phone. I'm in Alaska now, as also at the time Keith tried resolving Mike's case with me. Please have Mike speak with Keith and let also know Mike know Keith promised to tell Mike that I need a copy of the service work performed so in order that Keith or Mike can make amends in order for this complaint to stop. Should any party request screenshots of my cell log of incoming conversations by Keith, please advise, as I would be happy to do so.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I can't have this case closed or H-1 will abort me. As has been the case before that the company had not forwarded me the invoice. If my (this) response is not sufficient to keep case open I will lose any chance to settle. As for my abilities to settle, I handle issues very well in writing and my organizational skills are sufficient to win a court case if need be. Please know that my intention for Keith in my recent conversations to him are intentions to avoid a court damage settlment to the company by trying other options first.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: as I told the man on the phone, who is in fact a partial owner in one of the facilities, I do not trust them to do work on our vehicle.  They proved through their work, that it is dangerous.  There was far more wrong than simply a loose bolt as he stated.  There was problems with breaking a part they installed and welded it rather then replacing it.  They also broke 2 of the 3 bolts holding my brakes on, only leaving 1 bolt which was so loose, it could be removed by hand.  In  addition to some of the shocks were loose that they replaced.Obviously their interest is to put on a front of concern, knowing we both told then, we wouldn't ever feel comfortable with them doing work on our vehicle.  He tried stating there had been 7 months between the work, which obviously wasn't true, not even a full 5 months.  In regards to our mechanics not giving the advise to use their warranty.  How would they know, seeing how we didn't even know.  I found this out when I was trying to figure out how to addess these problems.  I feel abused from them.  I paid for work to be done.  I left feeling confident in paying them.  Unfortunately, this wasn't true.  When they have been given the opportunity to make it right, I was denied from the warranty department because our mechanics was only 12 miles, rather than more than 25 miles apart.  I then felt put through the ringer and caused great stress in dealing with their spokesman.I do not feel they have their customers best interests at heart.  I wish something positive could of come from this.  Unfortunately they haven't taken any responsbility for putting us at danger and will continue to do so to others.  That is a terrifying thought, as those vehicles being worked on so terribly, could cause injury to others as well.  Our mechanics were so horrified that a shop had done this.  They were happy to discuss their findings with him, guess he didn't try or like that everything they had to say was exactly the same thing we said.This entire event has been dishearting.  I have been wronged by them.  I can only pray that they won't cause someone's death in their negligence.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: The company would only reissue the card for a "fee". Both oil changes had extra charges added and the diagnostic was fully charged even though it was their failure to  re-set that caused my return.  What they do is called bait & switch so I reject the option to be disappointed again.   They had forms available but chose to require full payment until I complied with their plan and I do not wish to be put into the position of dealing with them and their poor service.  I won't do door to door sales anymore and hope the public can be warned about their attitudes!Sincerely,[redacted]

Complaint ID [redacted]     In regards to the complaint to the Revdex.com about a lost [redacted] card. I have attached an attachment with the Terms & Conditions for the [redacted] card, on line 12 it states we are not responsible for lost or damaged cards....

Even with that being said at the end of the day we just want to know that we have done what we can to make are customers happy. In this case with this customer we couldn't reason or come to an understanding. The customer wanted us to keep track of the Card based on his history. This isn't an effective way to track the card because of the fact that we allow all friends and family that want to use the card is able to and each customer gets there own history. We did give this customer an option to call the company that sells the [redacted] card and tell them to reissue a new card and or we would give him a card that we have here that is similar but does not have as many discounts. The customer was only willing to do it his way and we unfortunately aren't able to help him at this time. The customer has already received 227.40 in discounts which includes 2 free oil changes and 1 hours diagnostic charge at no charge there for we aren't offering a refund at this time.

Regarding the open issue with Mr. [redacted], Our representative, Keith M[redacted], spoke with Mr. [redacted] at length twice on the 27th of July in order to attempt to conclude this issue.   Mr. [redacted] is still in Alaska, and will be back in Vancouver in early August.  Mr. [redacted] does not want money back, and also does not at this time want the sensor for the ABS addressed or the coil for the starter addressed.  He explained to Keith that he does have Aspergers which is part of the reason we have had some difficulty closing the issue with the Revdex.com.  When he gets back in August, we will schedule an appointment with him to discuss the issue he has concerns with.  Essentially he is concerned that the process used to convey information to the client is not clear enough or complete enough to provide a basis to make an informed decision.  We will upon his return review the process with the store manager [redacted] and our lead technician to see how we can improve the process that he is concerned with.   At this time there is no further action possible to take, Mr. [redacted] is satisfied with our current course of action.

Ms. [redacted] dropped her 1999 Ford Taurus wagon off at our shop at 6:00 pm on June 1, 2016, with the service engine light on and the vehicle running rough. The following morning, on June 2, the vehicle was pulled into our shop for diagnosis of the conditions. When our technician opened the hood, there...

was a fire at the left rear of the engine compartment, which was put out with a fire extinguisher. Further inspection showed some wiring burned from the fire, which we have repaired at this time. While inspecting for the cause of the rough run/check engine light as well as the fire, we found a spark plug wire had rubbed through the insulation on an engine bracket, causing spark to arc to the engine block and providing the source of spark for the fire. It will be necessary to repair this first, before performing further checks to determine the location of the fuel source which combined with the spark to cause the fire. Ms. [redacted] has advised us to not go any further with initial replacement of the spark plugs and spark plug wires (to eliminate the spark source), as the repairs cost more than the vehicle is worth. The "system too lean" fault code can be caused by a number of things; excessive air entering the engine such as a vacuum system leak, or also not enough fuel entering the system due to a leak. We believe the engine also has a fuel leak (providing fuel for the ensuing fire), although it will be necessary to eliminate the source of the spark (faulty plug wire) before further testing and inspection can take place. These conditions were present when the vehicle was delivered to our shop, and the cause of Ms. [redacted]' initial complaints with her vehicle's drivability and performance issues. Steve D[redacted], Store Manager, Honest-1 Auto Care Beaverton

Our updated Warranty Administrator number is 866.268.8475.  I'm sure they will take Mr. [redacted] invoice and warranty the repair for him.  Please ask him to call them.  The tri-fold warranty paperwork given to Mr. [redacted] unbeknown to me had been updated by corporate.  I was not...

aware of this descreptency until we received the Revdex.com report.   All warranty paperwork have been updated to the new number. 
 
Susan R[redacted]
Store Manager
Honest-1 Auto Care

To whom it may concern   The customer came into our store on 5/31/2016 with a complaint of the check engine light on and her 1999 Volvo V70 XC had a lack of power and drivability issue. She told me that she had gone to autozone and had the parts sales person pull the check engine codes that...

were in her computer. she said that autozone had told her she had a PO303 code which is a miss fire code on cylinder #3. so we talked about the possibility of it just being a tune up but I wanted my ASE certified tech to look the car over. The po303 was not in the stored memory of the computer all present codes were P0705 (transmission range sensor A Circuit) and P0039 (Gear shift Position Sensor)    My ASE certified technician pulled codes, drove the vehicle, and inspected the car. When he drove the vehicle he said that it was like it was stuck in third gear. Upon our inspection we found a rodent had chewed through a few wires in the wiring harness. So we recommended that she replace the range sensor which was a dealer only part, and repair the wiring damage done by the rodent to start with. Customer said ok.    We fixed the car and drove it after repairs car went through all the gears like it is supposed to and accelerated great. Two days later the customer returns, I ask her what the problem is and she says her car is doing the exact same thing and she knew she needed a tune up. Same technician looked the car over and and found the car did have a po303. But it still ran night and day better then the first time she came in. Tech was going to let the car sit over night to do testing while the vehicle was cold, when he started it up in the morning no more check engine light and no more po303 code.    I called the customer and told her to come pick up her car and drive it and if code comes back on we would need to approach it as a new problem and do diagnosis of that engine code. We did not charge her the second time for coming back   We feel that this is a new problem. Her car was repaired properly the first time and if she has future issues with the vehicle we would be more then happy to help her out. But there are going to be charges going forward    Please see documents relating to the case.   Thank you   -- Charlie K[redacted] Store Manager

Complaint: [redacted]I am rejecting this response because:I called the person above. He started accusing me of this and that. he said he done some investigation and so on so forth; using the incorrect terminology for the issues that stated above. Obviously he is the one that is dishonest. The services are paid for by me, the customer.  There was never a free service of any sort. 
Then he attempts to belittle the issue: saying if it's brakes then it's something to be alarmed. Ok maybe if someone has a death they should be alarmed.  There's no sense in receiving any contact from the dishonest 1 Gresham   
he will tell you "[redacted] and have a good day!"
I do not want any contact from anyone he cannot have a civil conversation 
 
Sincerely,[redacted]

Upon receipt of this complaint I called [redacted] to discuss the situation.My goal was to set an appointment to go over what has been done on his truck, and what needs to be done on his truck.  We warranty all of our work and parts for 36,000 miles and 3 years.   If it is a warranty...

issue we will resolve this at no additional cost. If the work remaining to be done is not warranty work, then we will be happy to work with him to accomplish the work.   Unfortunately during our phone call I was cut off from [redacted], and was not able to reestablish contact with him on the phone.  As a result I emailed him the following email. Keith M[redacted] <[redacted]@honest-1.com> 4:35 PM (22 minutes ago)to [redacted] Hello [redacted], I think we got cut off on the phone, and I wasn't able to get through on the line again.Iwould like to go over the services that were performed for you on your vehicle, and determine what needs to be done at this time. If there are any issues that need to be addressed from a safety standpoint then we should identify those.I understand that  you spent a good deal of money to get the repairs donethat we did.  I can appreciate that you want your truck running correctly. What I can not say at this point without further review, is how much more needs to be done to your vehicle to make it run correctly, and how much of that if any is our responsibilityunder warranty to do.  I am willing to work with you as best we can to get you to completely fixed.   Let me know how  you would like to proceed.