Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred by third party online app used by Honest 1 that guarantees repair pricing and appointment time. I set appointment for 830am on May 9th.When I arrived for my front end brake job, I was told they switched appointment to 2:30pm,that they wouldn't honor their price quoted by their app.Classic bait and switch.

  

  Business Response

  Date: 05/19/2025

  Mr. ******** obtained a brake repair estimate from a third-party organization, not a Honest-1 ********* on-line app as stated. Honest-1 ********* policy is to inspect the vehicle for proper parts replacement of which Mr. ******** did not allow to happen. Mr. ******** also obtained a quote for brake pads only and Honest-1 *********'s policy is to replace both pads and rotors to allow for the best and safest brake repair as well as a full brake warranty. Mr. ******** suggested we had a "bait & switch" regarding his pricing - of course this is not accurate since the estimate was obtained by an outside third-part organization. Honest-1 appreciates Mr. ******** being a customer since 2019 and he has experienced our work ethic, warranty process and that we stand behind our work with a 3-year & ****** mile warranty. Mr. ******** did not have any work performed on this occasion, so therefore any compensation or refund does not apply. Honest-1 ********* has spoke to Mr. ******** about this BBB complaint and the on-line review of which he said he understood the situation more clearly. So, Honest-1 ********* has ask that he remove this complaint & the bad review on-line. If Mr. ******** would like to discuss this situation further then please call ****** the manager at ************. Thank you, ***** (owner).

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 5/5/23 and June 6/30/23 my check engine light came on. I took it ********* and received a code when I sent to Honest-1. I called and made an appointment. I took off work because I had no transportation. The first visit, they had my jeep all day and 10 minutes to 5 pm on 5/23, they called to say my jeep was ready. They did not find anything wrong, so they thought it was the gas cap. I said what about the oil change that I checked off on the form? NO one read the form and they had to do a quick oil change. ~ 1 month later, it comes on again. This time the owner allowed me to use one of his vehicles over the weekend while they kept my Jeep to do a "thorough" exam. They kept it for 2 days. I was told it was the O2 sensors and they needed to order the parts. I said ok. I picked up my jeep on 6/6/23. I told them to please let the owner know that I appreciated the use of his vehicles over the last couple of years, but I do not think I will be returning. I have paid for 2 diagnostic fees within 1 month. The new Manager apologized several times about these 2 visits. Today, 6/8/23, my check engine light came back on. I emailed a picture of the dashboard. Now I am not sure what I paid them for. And I no longer trust them to actually fix the issue.

  

  Business Response

  Date: 06/19/2023

  The customer has been contacted directly regarding these statements. Honest-1 did NOT charge the customer for any diagnostic charges for their last two visits as stated, and has provided invoices for both visits to the customer that do not have any diagnostic fees. The customer also has a 3 year - nationwide warranty for the two 02 sensors that were installed so it was recommended for them to come back to Honest-1 for a no charge inspection to validate the check engine light and to verify the new parts were working properly. Honest-1 ********* is thankful for all our customers and our goal is to repair vehicles correctly and as quickly as possible. In some cases the supply chain issues in the automobile parts environment, cause delays in repairs and there is nothing a repair shop can do to correct these challenges. We are hoping that the customer will return so we can continue to assist with their vehicle needs. 

  Customer Answer

  Date: 06/20/2023

   
  I am rejecting this response because: As a mechanic I am trusting  them to tell me what is wrong with the vehicle. I gave them the code that was read by *****************  Yes, I did mention the gas cover.  The diagnostic test was done and since "nothing was found" it was agreed that it was the gas cap.  I am coming to a mechanic to tell ME exactly what is wrong.  The second visit, th I did review the invoices and saw that the diagnostic tests were done at N/C.  I did say that I appreciated the uses of the loaner car.  However, the check engine light is still on.  I have taken it to another mechanic that is working on the vehicle to see exactly what is wrong and to get a second opinion since the last 2 visits did not fix the issue.  There are 4 O2 sensor.  Only 2 was replaced.  They will be documenting their findings and will report to me if the new O2 sensors are faulty and proceed from there.  If the O2 sensors are under warranty, then I need the paperwork so that we can contact the facility that sold the items.  

  Thank you.

  
  

  

  Business Response

  Date: 06/21/2023

  We stand behind our work with a nationwide warranty and are ready and available to check the issues at no charge. The warranty process is to return to our facility for a no charge inspection of the parts that were installed. We are aware that there are four 02 sensors on the vehicle and only 2 tested to be replaced at time of your last visit. Honest-1 does not replace parts unless diagnostics reveals that the part is bad. Please contact us if we can be of assistance. Thank you. 

  Customer Answer

  Date: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and have decided to part ways without further contact 
  
  Thank you. 
  

• Initial Complaint

  Date:05/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, May 19th I noticed a s**** had become lodged in my front passenger side tire. On my way home from work I stopped by Honest Auto to see if they would be able to patch the tire. They told me that the s**** was too close to the tire wall, requiring a new tire. I agreed and had them order the new tire. They told me that the tire would arrive on Monday and that they would change the tire, rotate the tires, and align and balance the tires/wheels. On Monday, I get a call from Honest saying that the tire had not arrived, so they would need to push the work to Tuesday. I agreed. On Tuesday, I go to Honest to pick up my truck and they have not even started working on it yet. They assured me that it would be done the next day, today, Wednesday, May 24th. Keep in mind I have not had my vehicle since dropping it off Monday morning. Today, Wednesday, May 24th, I get a voicemail from Honest telling me that they had made a mistake and ordered the incorrect tire. Why are they just realizing this now? They have had my vehicle since Monday and it is still not ready. It is a simple tire change. Should I have called AAA instead of using Honest Auto? The voicemail mentioned having to order another tire, which increased the price. I had paid for the services in full on Friday, $400.00. I do not understand what has happened to this shop. I have used them before and had great experiences. Now, I have been without a vehicle for the better half of the week, having to get rides to and from work. I am very displeased and will not be returning to this establishment.

  

  Business Response

  Date: 05/31/2023

  Honest-1 ********* has already contacted the customer regarding this situation and offered the original price of the tire so no extra charge for the replacement. It was explained to the customer that the service advisor is new and made a mistake on the tire estimate and should have not charged the customer more or the correct tire. We appreciate your business and we apologize for the inconvenience.