Complaints

This profile includes complaints for Honest 1 Auto Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Honest 1 Auto Care

  566 College Park Rd Ladson, SC 29456-3328

  
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  Honest 1 Auto Care

  3470 Shelby Ray Ct Charleston, SC 29414-5838

  
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  Honest 1 Auto Care

  1406 Ben Sawyer Blvd Mount Pleasant, SC 29464-4536

  

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:02/06/2025

  Type:Billing 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 5/Feb/2025 I had a radiator blow and brought my car to Honest-1 auto care in 29414 zip code.
  I had an aftermarket warranty that offered to pay $879 for a radiator that cost $147.
  I was then told the coolant blower motor was bad and that was what caused the radiator to blow. My warranty said they would pay $339 for it and O'rallys confirmed we could pick it up for that cost. But honest-1 charged me $679 for it. Do this math.
  Then told me I had to pay $414 out of pocket????
  They made roughly $1000 markup on parts and still charged me $414 out of pocket. That is ridiculous.

  Business Response

  Date: 02/19/2025

  We have reviewed this concern.  Attached is the Work Order showing all of the repairs to Mr. C*****'s 2017 Dodge Charger R/T Scat Pack. 
  1) The radiator that was referenced for $147 would not fit this vehicle due to being an upgraded Scat Pack.  The radiator had to be supplied by a Dealer (Hendrick Jeep, Chrysler, Dodge) at a cost to us of $329.41 which we did mark up to $407.00. (19% mark up)

  2)  The customer did have to pay for several items that were not covered by the warranty - the Diagnosis $94.98, the cooling fluid exchange $164.36, taxes $79.29, and the difference of the cost of the cooling fan $65.00 for a total of $404.25.

  3)  There were no extra labor charges for the freon, evacuation and recharge or labor to install the Condenser fan assembly.

  ASC has a maximum allowable part mark up of 20%.  Mr C***** was not charged $679 for the radiator, the warranty company was charged $407.  All work comes with a 36 month, unlimited mileage warranty.

  Summary:  Total Cost $1587.14, Warranty paid $1182.89, and customer paid $404.25  

  This is reasonable charges for the work that was performed, and we do not feel that the customer is due a refund from Honest 1 Auto Care for items that were not covered by his chosen warranty company.

  Sherry R*****

  Honest 1 Auto Care

   

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because: I stood right there in the lobby and called ********* auto parts and was told I could pick up the fan blower motor for $339 and was charged over $600 for it. That's almost a 100% mark up. The amount of money I was charged as mark up on parts is insane and unreasonable. 
  
  
  
  Sincerely,
  Carl C*****

  Business Response

  Date: 02/21/2025

  I am sure that Mr. C***** is confident in what he heard.  I have attached his Work Order showing the cooling fan part number, FA72137 and the ********'s invoice showing the same part number and the Work Order ***** that the part is being purchased for.  The part is FA72137 sold to Honest 1 Auto Care on 2/5/2025.  The PO Number on the ******** identifies the job that the part is being purchased for, WO *****.  The cost of the part on the ********'s invoice shows that we were charged $323.20.

  The WO order attached shows the WO number ***** is the same that is on the ******** invoice.  The cost of the part charged to the customer was $404.  We did charge Mr. C***** $65 for this part to cover part of the difference that the warranty was willing to cover.  The total charge Mr. C***** paid was $403.75 as shown on the bottom of the invoice.  

  As stated before:  Mr. C***** was charged $94.98 for the diagnosis - not covered by his warranty company, $164.98 for the coolant exchange - not covered by his warranty company, $64 for the cooling fan difference that was not covered by the warranty company and finally $79.29 for taxes that were not covered by the warranty company.

  ASC Warranty company covered the balance of the work for $1182.89 as shown on the bottom of the invoice.  There is nothing we can find that anybody was charged $679 for anything relating to this repair.

  We are still not sure what Mr. Conely is referring to and would be happy to look into anything else to help alleviate his concerns.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair 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.

  Plaintiff gave an incredibly detailed description of a loud clunking sound coming the front end of the car on 08/30/2022 (see attachment). The detail description would typically mean a problem with tie-rods however I found out later that the Defendant ignored the tie-rods because they "looked" new.
  
  Honest A-1 diagnosed the problem at a right front axle. The call from A-1's Manager said it was the axle and so I authorized them to fix it. After the axle was replaced, the Manager said they got rid of "most of the noise," which was not true, there was zero change in noise and A-1 said, on further inspection, that yes in fact the inner tie-rod was loose. A-1 takes not responsibility for their misdiagnosis, and I made two offers to resolve the matter that the service advisor, Kevin, said were "reasonable" but the A-1 Manager, Sky, did not return my calls on Thursday (09/01), my call on Friday (09/01), not on Saturday (09/02) or my call on Tuesday (09/06), forcing me to file this lawsuit.
  
  This is an extremely frustrating when the Manager refuses to discuss issues and ignoring very reasonable offer to cure their mistake and when they take absolutely no responsibility whatsoever for this obvious misdiagnosis and there lack of ordinary care.
  
  I feel that a lesson should be sent to this company to show they have a duty to pursue the customers symptoms and discuss with them when those symptoms are not going to be pursued especially when it is a silly reason like "something looked "new". In addition, we must show a company that managements refusal to even talk to the customer and address their offers for a reasonable resolution.
  
  Seeking refund of $643.50
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We became aware of ***** ****'s concern today. Through some miscommunication within our shop, the Service Advisor, Kevin M*****, thought he had met the customer's needs and did not notify the Manager, Skye V********. Skye was unaware that the customer had repeatedly called to discuss his concerns. Once receiving notice that the customer, Mr. ****, was having issues with his vehicle, Mrs. V******** contacted Mr. **** immediately. We offered to repair the vehicle to his satisfaction at no charge or refund all of the diagnostics fees. The 36 month and 36,000 mile warranty is still in place for the repairs that were performed. We are waiting for the final response from the customer.
  
  
  Consumer Response /* (3000, 7, 2022/09/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Honest 1's response to the BBB should make us all concerned about how this business operates.
  First, I am concerned that the technician did not seek the advice of his supervision, the Master Technician. The technician ignored the symptoms because a suspected bad part "looked" new, when even a new inner tie rod can be broken from hitting a pothole. Possibly the Master Technician would have recommended that they slide the boot down and look at the joint. I paid $119 for a diagnosis, and they claim they also perform a "comprehension" inspection of the entire vehicle, so I think they failed on both points to properly eliminate the most obvious problem.
  Second, we should all be concerned that a customer could call 3 different days to resolve a situation and the customer was told that the Manger would return the calls and according to Honest 1's response to the BBB, it turns out the Manager was never told of my 3 calls.
  Both items above show an inability of the workers to be able to freely communicate with their supervisors which I hope corporate leadership will investigate further.
  After a week of trying to resolve the matter, I finally had to go to another shop for the repairs. When Honest 1's management finally responded to me, only because of the complaint to the BBB, I was offered a refund of only the $119 for the diagnosis fee.
  This means I am still expected to pay the full amount of $418 for a totally unneeded repair... hardly a fair offer. I had to ask for them to at least refund the labor. In the end we agreed to an acceptable partial refund.
  If it were my company, and a customer was treated liked this, I would have at once refunded the entire invoice amount of $644 without question with a most sincere apology.