Honest -1 Auto Care

I am sending this response once again in regards to the above complaintMr [redacted] brought his vehicle (a Chevrolet SBlazer) in on March 07, requesting a diagnostics for run-ability issues and check engine light being onPer a signed Repair Order we performed this service notifying the customer what issues we found presentIssues present were that the Crankshaft Position Sensor was malfunctioning and that the vehicle was in desperate need of a tuas a first step in the repair processThese items were needed to confirm if there was any other issues beyond present issues that caused these issues to ariseThe customer then authorized said repairs to be done and to have the check engine light turned off at completionOur shop then proceeded to perform the above referenced repairsWhen all repairs were completed notified customer who then retrieved the vehicle paying the outstanding bill (ref Invoice in the amount of $pd by Visa) at this time customer was instructed again that this was only the first step of repairs that if the check engine light came back on that further diagnostics/repairs would be needed at that timeOn March 09, the customer came in with a complaint that his vehicle had failed emissions and that the check engine light was on again once againCustomer was then instructed that as per our previous conversation and repair that further diagnostics were needed of which the customer signed the repair order authorizing said diagnosticsWhen diagnostics were completed customer was informed that the PCM needed to be replaced due to when it was tapped or bumped that the issue came and wentTech also found that the with the key on the check/service engine light would continue to flashCustomer did not have the means at the time to pay for said repairsCustomer then stated however that the diagnostics was enough for him to get a emissions waiver to get the vehicle licensed which was what he neededCustomer then requested if he could put the cost of the diagnostics on account since he had recently had work done our business did give him the opportunity to charge said repairThe cost of this diagnostics that was applied to an account was $w/ tax and fees of which the customer signed the repair order to charge this amountWe have afforded this customer every opportunity to handle this debt of which nothing has been paid to the account therefore before sending it to legal and collections action we contacted the customer to inform him of suchIn the customers own statement to Revdex.com he admitted to fraud to the Washington State Emissions laws as generating a documentOur company has never and will never do such a thing as the prosecution of such would be extensiveTherefore the account will not be credited as the work was performed and if the amount owed is not paid within days of this notice then further legal and collection actions will be takenWe will also check into notifying Washington State Department of Emissions and the DOL of this customers blatant statement of his committing fraud or willingness to commit said fraud enabling him to license the vehicle Cordially; Shane A H [redacted] General Manager/VP Honest Auto Care & Repair [redacted] Tacoma, WA 253-539-2677 Shop [redacted] Cell

It is unfortunate that Mr [redacted] interacted with our business during a very difficult week at the business We have had phone issues that are documented and the technician was not on site until September 17th The technician admitted that the primary line had gone bad This repair was made by AM on the 17th The shop has experienced some unfortunate staff loss and an injured technician This severely impacts our ability to schedule oil changes, therefore we ask the customer to drop the vehicle off for a few hoursAs a business we are not able to accept negative treatment of the team/staff Using profanity directed to staff or the business are felt equally as hard When someone has a bad week, it can't help but trickle into the low tolerance of profanity It is imperative that during our difficulty of locating new technicians, that we manage the work load to be sufficient to the manpower available It is unfortunate that the customer was not able to leave the vehicle At this time I would ask this customer to return to the shop and offer us a chance to show him our good side If after another opportunity to gain his trust, then the [redacted] will be refunded as a prorated amount, according to the amount of remaining services.Sincere apology extended.Best Regards,Deborah B***

Mr*** has experienced a frustrating repair process Unfortunately the diagnostic on issues such as this do entail some use of Technician experience in addition to the results Mr *** has had to bring this vehicle in multiple times When the vehicle returned in late
July, the vehicle was assigned to our Master Mechanic The master mechanic noted on the inspection results bad brake fluid, coolant fluids and power steering fluids Additionally the rear differentials were noted the need for K services The scan device was hooked up to the vehicle and returned codes P- EGR Position sensor circuit high, P- EGR Control circuit/Open ,P- EVAP Purge control circuit, P- Manifold Absolute Pressure Sensor Circuit High, POsensor 2/Heater circuit high and C121C - Torque Request Signal Denied - stored The technicians visual diagnostic states that he found the purge valve disconnected, and the osensor wiring to be touching exhaust and has been burnt Therefore recommending the Osensor for repair In addition, the Map Sensor used to monitor the EGR functionality output showed intermittent drop outsAfter completing these approved repairs the technician noted that the vehicle still runs rough States that the code concerns are cleared and repairedThe Osensors are noted to be working properly, and fuel is rich The rich fuel indicates a timing concern The mechanic requested to do further diagnostic for the run-abilityRequest was not approved, nor was the recommendation for new spark plugs and coil boot with a fuel system service Automobile repair is not a black and white routine repairs type of business Since the vehicle had returned multiple times for the EGR valve, which is extremely rare to replace every months, management had requested that the master mechanic research what might be causing the issueAft er reviewing the technician notes and supporting documents, which are attached, the shop will not refund the customer funds Everything supports the need for the repairs as well as the remaining issue of run-ability Our technicians did an excellent job determining the underlying issues.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

After $1320, my daughter's A/C compressor does not cool properly After the work, we were told we need to come up with another $to have it fixed

Complaint: ***I am rejecting this response because:
the reason the car was not fixed is because I wanted a second opinion , since I could not afford there total costSo the car was taken to another shop and diagnost and it was found to have a bad valve , bad injector , and a blown head gasketThere was no problems found with the ABS module Therefore it was a mis diagnoses by honest The car is running great and I have all repair papers for what was doneIf I would have paid honest the $ dollars they wanted to repair the car it would not have fixed it since there was nothing wrong with the abs module.Sincerely,*** ***

Complaint: ***I am rejecting this response because: This company has over charged me and mis represented them self as honest and fair and this so far from the truethThis company is holding my car with no contract bogas fees that are trumped all to steal my car with storage fees that I never agreed to.I want these business practices exposed.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
the reason the car was not fixed is because I wanted a second opinion , since I could not afford there total costSo the car was taken to another shop and diagnost and it was found to have a bad valve , bad injector , and a blown head gasketThere was no problems found with the ABS module Therefore it was a mis diagnoses by honest The car is running great and I have all repair papers for what was doneIf I would have paid honest the $ dollars they wanted to repair the car it would not have fixed it since there was nothing wrong with the abs module.Sincerely,*** ***

Mr*** has experienced a frustrating repair process Unfortunately the diagnostic on issues such as this do entail some use of Technician experience in addition to the results Mr *** has had to bring this vehicle in multiple times When the vehicle returned in late
July, the vehicle was assigned to our Master Mechanic The master mechanic noted on the inspection results bad brake fluid, coolant fluids and power steering fluids Additionally the rear differentials were noted the need for K services The scan device was hooked up to the vehicle and returned codes P- EGR Position sensor circuit high, P- EGR Control circuit/Open ,P- EVAP Purge control circuit, P- Manifold Absolute Pressure Sensor Circuit High, POsensor 2/Heater circuit high and C121C - Torque Request Signal Denied - stored The technicians visual diagnostic states that he found the purge valve disconnected, and the osensor wiring to be touching exhaust and has been burnt Therefore recommending the Osensor for repair In addition, the Map Sensor used to monitor the EGR functionality output showed intermittent drop outsAfter completing these approved repairs the technician noted that the vehicle still runs rough States that the code concerns are cleared and repairedThe Osensors are noted to be working properly, and fuel is rich The rich fuel indicates a timing concern The mechanic requested to do further diagnostic for the run-abilityRequest was not approved, nor was the recommendation for new spark plugs and coil boot with a fuel system service Automobile repair is not a black and white routine repairs type of business Since the vehicle had returned multiple times for the EGR valve, which is extremely rare to replace every months, management had requested that the master mechanic research what might be causing the issueAft er reviewing the technician notes and supporting documents, which are attached, the shop will not refund the customer funds Everything supports the need for the repairs as well as the remaining issue of run-ability Our technicians did an excellent job determining the underlying issues.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

After taking my truck to get the AC fixedthey emptied my Freon to check itthey charged me for refilling it only to find out that a wire was loose they even kept my truck overnight to find such a simple problem days later the truck AC is not working at allI take it back only for Gayle to say that the service was not warrantiedwhen she said it was before Now they said I needed to pay over $to get it fix My truck is worst that when I took it there These people are not Honest

I am responding to the complaint you notified me about on Thursday 1-21-referencing #***
Mr *** contacted my business back in December 1, regarding his vehicle which is a Buick Riviera having transmission issuesWhen speaking with Mr *** on the phone he was informed
that the shop rate was $per hour and that for diagnosis it would take a minimum of hours and if anymore was needed we would contact him regarding so which he agreed toHe then was also informed that for us to have it towed in there would be an additional charge but unsure as to what that charge would be with the distance (coming from Federal Way to our shop in Parkland during rush hour traffic) he again confirmed wanting said service performedDuring all this time the customer stated repeatably that he only had about 3-4k to do any repairs that were neededWhen the vehicle arrived to our shop there was no key with it for us to perform any servicesI immediately contacted the customer informing him of such and that the alarm was continually going off so we disconnected the batteryThe customer then came in on Thursday morning (Dec 03, 2015) to deliver the keys so we could begin the diagnostics on itThe customer was again informed of what the charges would be and the customer signed a RO directing us to perform said workDuring this time there is a sign obviously displayed on the wall in customers view directing that any vehicles left more then hours after services were completed were subject to a $per day storage chargeOnce we were able to determine that the transmission needed to be completely replaced we prepared a estimate of said needed repairs as well as other repairs that were neededCustomer was then contacted and informed of all findings and all repairs needed to rectify the transmission issue with costs and allThese charges for the transmission repair, diagnostics and tow in were approximately $He then again stated that he only had $3-4k to do any repairs asking if we could finance the balanceThe customer was then told of our financing company and how to go about applying of which he did but was denied any optionsCustomer then contacted the shop back informing us of said denial and stated that he would be in the following week to pay for the services and would be having the vehicle towed home until he could afford the repairsHowever the customer never complied or came into the shop to take care of chargesThe customer was contacted multiple times and each time was a different story on when he would be in and why he had not beenThis vehicle is unable to be moved and has continually taken up one of our shops bays of which the customer was informedWhen the customer did not show by December 14, he was again informed of the vehicle taking up space and that it had been there now for quite some timeOn December 28, I contacted the customer and informed him again that the vehicle needed to be picked up and reminded him of the sign on the wall directing the charge of $per day storage for any vehicle being left more then hours after services were completedCustomer stated he would then be in right away to get it handledThe customer then called in on January 7, requesting charges and that he would be in to take care of the charges and have the vehicle towed outHe was informed of the charges for the diagnostics, tow and for storage fees applied due to his non-compliance and continued lack of actions to have it all taken care ofHe was very unhappy and displeased at which time I again reminded him of previous conversations, what he had signed and what was posted on the wall in front of all customers viewHe stated he would not pay such and would do what he had too to not pay suchThe services were all rendered, I have already had to pay the tow bill to have the vehicle towed in, paid the techs wages for services he performed and the complete loss of a repair bay while this vehicle has been sitting here and the continued actions of the customerTherefore there is no give any longer and as of the day this response is being written his charges are as follows:
Tow $
Diagnostics $
Storage $1720.00 (days @$per day starting as of Dec 14, 2015)
All these charges do not include tax or other fees
Total Bill as of January 25, is $2384.92 until 5:00pm at which time will increase by approx $per day with tax.If you have any comments, questions and/or concerns please feel free to contact me

Complaint: ***I am rejecting this response because:I tried two different methods of making a reservation andleft voice messages on your machine and no responseYour clerk clearly saidthat “you must make a reservation if you are using coupons” which makes methink that you treat people better if they don’t have couponsIf I didn’t usea coupon then I wouldn’t need a reservation, which begs the question, why wouldanyone buy a coupon book to be treated like a second class customer? Why wouldthey pay money, just to have to jump through hoops to make a simple reservation?Also, if your company really was short a person and you guy had a heavyworkload, your answer should have been, “Sorry, we know our phone line is downand we are booked solid at the moment, let me try to make you a reservation fortomorrow or this weekend”In reference to me using the word “***”, read thedictionary, it is a word used to express disagreementThe word was not directed ata person, rather your companies lack of empathy for a situation that yourcompany perpetuated by not fixing your phone line after one week of being down,not returning voice mails and not having a functioning website that allows youto make appointments Furthermore, I will never take my car to your place for any type of services and I will makeit my duty to ensure everyone I know doesn’t either I want a full refund and an apology forkicking me out of your store for simply showing frustration with your unfairpolicies given the circumstancesSincerely,*** ***

October 21,
Ms/Mrs ***;
I am writing this response in regards to the complaint filed by Mr*** *** Cause ID#***
Mr *** came into our shop on August 31, with a complaint of his check engine light on and a run-ability issueHe then stated that the vehicle was running
rough and when he attempted to accelerate the vehicle there was no responseWe instructed him that a diagnostics was the first step in the processHe then requested that we diagnose the vehicle
We then began diagnostics confirming his complaintWe then connected our computer scanning equipment to the vehicle however there was a failure in communication with the PCM/Power Control Module, then followed this issue up using a lab scope on the can system finding a rough output on the system and a platform failure from the ABS ModuleInstructed Mr *** that before we could go any further with the run-ability issue that we needed to diagnose this issue firstMr *** then requested us to go further in the diagnostics on the communication error with the PCMRemoved the Brake Control Module and confirmed the communication error to the moduleDisconnected the ABS Control Module and was able to communicate with the PCM at this timeThen retrieved multiple codes regarding misfire related issuesEngine is running a bit better and smoother at this time then it was on arrivalInformed customer of findings and that we believed the ABS Module needed to be replaced and reflashed to the PCM as a first stage in the repairsThe customer then instructed us to just let it go at this and declined further repairs as it was running fine for nowAll these items are noted on the customers invoice for services and are able to be referenced by our computer scanning tools data historyWe are sincerely sorry that this customer is unhappy and has concerns that he feels are not being met but we performed all requested work including the stop of any further repairs even-though the vehicle was not properly repaired at the time only diagnosedPlease contact me if any further information is needed or you have questions in this matter
Cordially;
Shane ** H***
General Manager
Honest Auto Center
*** *** *** *
Tacoma, WA 98444***

Complaint: ***I am rejecting this response because: This company has over charged me and mis represented them self as honest and fair and this so far from the truethThis company is holding my car with no contract bogas fees that are trumped all to steal my car with storage fees that I never agreed to.I want these business practices exposed.Sincerely,*** ***

I do not know what to think I took me truck in to have the brakes checkedI was told I needed new pads and rotors on all four wheels Truck has 230,miles Paid dearly only to find one wheel burningNew calipher was installed
at another dear price Total for new brakes almost $ Was that fair, I don't know

It is unfortunate that Mr*** interacted with our business during a very difficult week at the business We have had phone issues that are documented and the technician was not on site until September 17th The technician admitted that the primary line had gone bad This repair
was made by AM on the 17th The shop has experienced some unfortunate staff loss and an injured technician This severely impacts our ability to schedule oil changes, therefore we ask the customer to drop the vehicle off for a few hoursAs a business we are not able to accept negative treatment of the team/staff Using profanity directed to staff or the business are felt equally as hard When someone has a bad week, it can't help but trickle into the low tolerance of profanity It is imperative that during our difficulty of locating new technicians, that we manage the work load to be sufficient to the manpower available It is unfortunate that the customer was not able to leave the vehicle At this time I would ask this customer to return to the shop and offer us a chance to show him our good side If after another opportunity to gain his trust, then the *** will be refunded as a prorated amount, according to the amount of remaining services.Sincere apology extended.Best Regards,Deborah B***

? Complaint: [redacted]I am rejecting this response because: I was notified by [redacted] that the EGR valve replacement was not properly completed and that the work performed on the EGR valve was not completed correctlyAlthough you state that it is strange that the egr valve would go out again after six months, that is the code that was initially received when the car was brought for repairs again to your shop and you did not address thatInstead you started a guessing game as to what the issue may be at my expense rather than addressing the EGR valve againeven after changing the timing chain the EGR valve was not addressed.? I was told by one of your technicians that he plans to see the vehicle again in the future, mean while the poorly installed EGR valve (this is what the [redacted] stated about the condition of the EGR valve) which was initially to blameI was notified by your service center in a voice mail that the car drove like a dream, and when I got to the shop this was not the caseThere had been no change in the operability? condition of the vehicle after spending a couple thousand dollarsThe shop had no idea what the problem was with the vehicleAt one point another maintenance technician stated that "I didn't know that we would be rebuilding a magnum" when only the EGR valve needed to be addressedThis shop took me for a ride and now does not want to be held? accountable for poorly provided services and excess services provided that did not resolved the vehicle conditionI have the documentation to back up the information that I am claiming.Sincerely,[redacted]

I am sending this response once again in regards to the above complaintMr [redacted] brought his vehicle (a Chevrolet SBlazer) in on March 07, requesting a diagnostics for run-ability issues and check engine light being onPer a signed Repair Order we performed this service notifying
the customer what issues we found presentIssues present were that the Crankshaft Position Sensor was malfunctioning and that the vehicle was in desperate need of a tuas a first step in the repair processThese items were needed to confirm if there was any other issues beyond present issues that caused these issues to ariseThe customer then authorized said repairs to be done and to have the check engine light turned off at completionOur shop then proceeded to perform the above referenced repairsWhen all repairs were completed notified customer who then retrieved the vehicle paying the outstanding bill (ref Invoice in the amount of $pd by Visa) at this time customer was instructed again that this was only the first step of repairs that if the check engine light came back on that further diagnostics/repairs would be needed at that timeOn March 09, the customer came in with a complaint that his vehicle had failed emissions and that the check engine light was on again once againCustomer was then instructed that as per our previous conversation and repair that further diagnostics were needed of which the customer signed the repair order authorizing said diagnosticsWhen diagnostics were completed customer was informed that the PCM needed to be replaced due to when it was tapped or bumped that the issue came and wentTech also found that the with the key on the check/service engine light
? would continue to flashCustomer did not have the means at the time to pay for said repairsCustomer then stated however that the diagnostics was enough for him to get a emissions waiver to get the vehicle licensed which was what he neededCustomer then requested if he could put the cost of the diagnostics on account since he had recently had work done our business did give him the opportunity to charge said repairThe cost of this diagnostics that was applied to an account was $w/ tax and fees of which the customer signed the repair order to charge this amountWe have afforded this customer every opportunity to handle this debt of which nothing has been paid to the account therefore before sending it to legal and collections action we contacted the customer to inform him of suchIn the customers own statement to Revdex.com he admitted to fraud to the Washington State Emissions laws as generating a documentOur company has never and will never do such a thing as the prosecution of such would be extensiveTherefore the account will not be credited as the work was performed and if the amount owed is not paid within days of this notice then further legal and collection actions will be takenWe will also check into notifying Washington State Department of Emissions and the DOL of this customers blatant statement of his committing fraud or willingness to commit said fraud enabling him to license the vehicle
?
Cordially;
Shane A H[redacted]
General Manager/VP
Honest Auto Care & Repair
[redacted]
Tacoma, WA
253-539-2677? ? ? ? Shop
[redacted] ? ? ? Cell

Complaint: [redacted]I am rejecting this response because:I tried two different methods of making a reservation andleft voice messages on your machine and no response. Your clerk clearly saidthat “you must make a reservation if you are using coupons” which makes methink that you treat people better if they don’t have coupons. If I didn’t usea coupon then I wouldn’t need a reservation, which begs the question, why wouldanyone buy a coupon book to be treated like a second class customer? Why wouldthey pay money, just to have to jump through hoops to make a simple reservation?Also, if your company really was short a person and you guy had a heavyworkload, your answer should have been, “Sorry, we know our phone line is downand we are booked solid at the moment, let me try to make you a reservation fortomorrow or this weekend”. In reference to me using the word “[redacted]”, read thedictionary, it is a word used to express disagreement. The word was not directed ata person, rather your companies lack of empathy for a situation that yourcompany perpetuated by not fixing your phone line after one week of being down,not returning voice mails and not having a functioning website that allows youto make appointments.  Furthermore, I will never take my car to your place for any type of services and I will makeit my duty to ensure everyone I know doesn’t either.  I want a full refund and an apology forkicking me out of your store for simply showing frustration with your unfairpolicies given the circumstances. Sincerely,[redacted]

October 21, 2015
Ms/Mrs [redacted];
I am writing this response in regards to the complaint filed by Mr. [redacted] Cause ID#[redacted].
Mr [redacted] came into our shop on August 31, 2015 with a complaint of his check engine light on and a run-ability issue. He then stated that the vehicle was running...

rough and when he attempted to accelerate the vehicle there was no response. We instructed him that a diagnostics was the first step in the process. He then requested that we diagnose the vehicle.
We then began diagnostics confirming his complaint. We then connected our computer scanning equipment to the vehicle however there was a failure in communication with the PCM/Power Control Module, then followed this issue up using a lab scope on the can system finding a rough output on the system and a platform failure from the ABS Module. Instructed Mr [redacted] that before we could go any further with the run-ability issue that we needed to diagnose this issue first. Mr [redacted] then requested us to go further in the diagnostics on the communication error with the PCM. Removed the Brake Control Module and confirmed the communication error to the module. Disconnected the ABS Control Module and was able to communicate with the PCM at this time. Then retrieved multiple codes regarding misfire related issues. Engine is running a bit better and smoother at this time then it was on arrival. Informed customer of findings and that we believed the ABS Module needed to be replaced and reflashed to the PCM as a first stage in the repairs. The customer then instructed us to just let it go at this and declined further repairs as it was running fine for now. All these items are noted on the customers invoice for services and are able to be referenced by our computer scanning tools data history. We are sincerely sorry that this customer is unhappy and has concerns that he feels are not being met but we performed all requested work including the stop of any further repairs even-though the vehicle was not properly repaired at the time only diagnosed. Please contact me if any further information is needed or you have questions in this matter.
Cordially;
Shane ** H[redacted]
General Manager
Honest 1 Auto Center
[redacted]
Tacoma, WA 98444[redacted]

It is unfortunate that Mr. [redacted] interacted with our business during a very difficult week at the business.  We have had phone issues that are documented and the technician was not on site until September 17th.  The technician admitted that the primary line had gone bad.  This repair...

was made by 10 AM on the 17th.  The shop has experienced some unfortunate staff loss and an injured technician.  This severely impacts our ability to schedule  oil changes, therefore we ask the customer to drop the vehicle off for a few hours. As a business we are not able to accept negative treatment of the team/staff.  Using profanity directed to staff or the business are felt equally as hard.  When someone has a bad week, it can't help but trickle into the low tolerance of profanity.  It is imperative that during our difficulty of locating new technicians, that we manage the work load to be sufficient to the manpower available.  It is unfortunate that the customer was not able to leave the vehicle.  At this time I would ask this customer to return to the shop and offer us a chance to show him our good side.  If after another opportunity to gain his trust, then the [redacted] will be refunded as a prorated amount, according to the amount of remaining services.Sincere apology extended.Best Regards,Deborah B[redacted]