Extremely disappointing. Having recently moved to the area, I had hoped to find a nearby quality mechanic that I could trust to be knowledgeable, straight forward, and thorough. After dealing with Honest 1 Auto Care Milwaukie for 3 months and spending nearly $1000, I feel deceived and cheated. My conclusion is that due to their great location, this particular Honest 1 is able to rely on one time customers rather than repeat business. As a result, attention to detail is lacking and I got fast food quality auto care at a gourmet price. Personal example 1: During a tune up I had my throttle body body cleaned, then the next day the car began idling high and the check engine light came on. As it turned out, Honest 1 had neglected to calibrate the throttle body in their haste to turn out as many cars as possible. This oversight ultimately cost Honest 1 and me additional time and hassle, and makes me question their thoroughness/professionalism/expertise. Personal example 2: During the same tune up, a nail was found in one of my tires. Honest 1 suggested I replace all my tires since the tread only had about 4 months left, and the hole was in a place which prevented repair. I expressed concern regarding Honest 1's tire maintenance and warranty policy and specifically asked how it compared to Les Schwab (where I've previously had great experiences). I was reassured that their policy included all services provided by Les Schwab (rotation/balancing/etc), and covered the same repair/replacement conditions. Since their price was comparable, I chose to purchase 4 new 50k mile tires from Honest 1. After 3k miles, my wife hit a rock in the road which punctured the side wall of one tire. Upon taking the tire into Honest 1, I was told they would not replace the tire, but I could purchase a new one. I reminded them of our conversation at the time of purchase regarding free replacement. Honest 1 informed me that no company would replace a tire with this type of damage. So, I took the tire to Les Schwab and asked them. At Les Schwab I was told they would definitely replace it. This example is to illustrate Honest 1's unintentional ignorance or deliberate deceit (tell them anything to make a sale mentality). Both of these examples have turned a potential long term customer willing to pay for quality services, into a disgruntled patron who will actively discourage his friends and family from trusting their vehicles to such a dishonest, neglectful, and incompetent company.
Hello Jeremy. This is Aaron Grimes and I spoke with you on your initial visit and your last visit. Do understand that Honest-1 Auto Care strives to provide the best quality of service we can to our customers and their vehicle. That ethic is why we have so many satisfied returning customers. When you were in on May 16, we performed oil service and much needed tune up related items, in addition to our courtesy visual 21 point inspection. Pursuant to the identification of the nail in the tires, you and I discussed your options, with you deciding on a set of Primewell tires. Those are economy tires that do not have nationwide roadside assistance or road hazard, as highlighted on the invoice you received. When you returned the following Friday, with an engine light on, we diagnosed the situation at no charge, found all fuel trims were ok and that the computer was still adjusting to the tune-up. The code was cleared, you left, the vehicle finished adjusting and to date that has been a non-issue. Do note that the computer in vehicles will try to correct errors it sees in performance. Saturday, August 15, you called the shop informing us that you had a flat tire. Our work is backed by a 3 year/36,000 mile warranty and we do provide tire repairs at no charge for the tires we sell, however, upon your arrival and inspection of the tire, we found a split, in excess of 1.5 inches, along the sidewall, near the wheel. Damage like that is not repairable. I discussed the situation with Scott Moody, who ultimately said that the best we could do was replace the tire at cost, waiving any additional costs associated with the mounting and balancing of the tire. Upon declining the offer, you left. I understand your dissatisfaction with the tire not having road hazard warranty to replace the tire, but you were aware of that at the time of purchase. I'm sorry that you take this as a reflection of the work we perform here at Honest-1 Auto Care. All the work we performed on your vehicle has been of the highest quality and aside from a tire splitting due to a rock hit in the road, there have been no problems with the work we performed. I hope you have understanding and return to our shop for future service.
- Honest-1 Auto Care Milwaukie