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:03/26/2025

  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.

  A year and a half ago, I had my fuel injectors replaced because the shop claimed they were the reason my check engine light was on. But immediately after the replacement, the light stayed on. They then said the issue was the catalytic converterbut I couldnt afford to replace it at the time. Three months ago, I brought the truck back in to finally have the catalytic converter replaced. They did the work, but the light still didnt go off. Thats when they insisted the other catalytic converter needed to be replaced as well. So, I went ahead and had that one replaced too.A week after getting the truck back, the check engine light came on again. I brought it back in and insisted they figure out the real issue before replacing another catalytic converter. Thats when ***** and ****** (the guys at the front desk) admitted the catalytic converters they installed were likely faulty. They actually told me the cheap parts they use tend to fail! At no point was I given the option to pay more for quality OEM parts. Still, I had them replaced again with the same brand concerters because they were under warrenty.And of course, their "faulty" converters failedagain. This time, I spoke to the manager and demanded that they either fix the real issue or install quality parts on their dime. And surprise, surpriseI get a call saying the fuel injectors, and I quote *****, "were the problem all along." So now were right back where we *********** they expect me to trust them again and pay out of pocket for another set of fuel injectors and catalytic converters? If the injectors were really the problem, why wasnt it caught before the first time they replaced the catalytic coverters, or even the seocnd time? Or even as soon as they replaced the "faulty" brand new OEM fuel injectors directly from ***** that I brought to them a year and half ago and the light stayed on?

  Business Response

  Date: 04/04/2025

  Re: Complaint Case #********
  
  To whom it may concern,
  
  Thank you for bringing ****** ****** concerns to our attention. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  Upon receiving the complaint, we promptly contacted ****** ***** and scheduled a follow-up appointment at our shop on March 27, 2025.  Before this visit, our staff conducted a thorough review of the service records for his vehicle and identified an applicable ***************** Bulletin (TSB) related to the issue. We also discovered that ***** has extended the warranty for this specific concern.
  
  We are currently collaborating with ***** to ensure that ****** ****** vehicle receives the necessary repairs under the extended warranty coverage. As of April 3, 2025, the check engine light is no longer illuminated, and the vehicle is operating correctly. We are in communication with ****** ***** and will ensure that he is satisfied with the resolution.
  
  We appreciate the opportunity to address this matter and are dedicated to providing excellent service to all our customers. Please let us know if any further information is required.
  
  Sincerely,
  **** ******
  Owner
  Horizon Auto Center

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because the issue has not yet been resolved. I remain troubled by the fact that my check engine light seems to have permanently turned off only AFTER I made a formal complaint. Had I not escalated this matter, my truck would currently be in your shop receiving a new set of fuel injectors and catalytic converters once again at my expense.
  I must ask: why did the check engine light come back on so soon after I picked up my vehicle, just prior to making my complaint? Additionally, if the issue has now somehow resolved itself, were catalytic converters unnecessarily installed in my truck? Also, why was it overlooked that my injectors were under recall? I've already spent a considerable amount of money reaching this point, and now I'm questioning whether any of it should have been spent at all. None of this is adding up for me, and I still feel cheated out of a lot of money. 

  Business Response

  Date: 04/28/2025

  Thank you again for the opportunity to address Mr. ****** concerns.
  
  We appreciate Mr. ****** feedback and fully understand how frustrating prolonged vehicle issues can be. Our intention has always been to properly diagnose and resolve any problems to the best of our ability, following manufacturer guidance and industry standards.
  
  Since Mr. ****** initial complaint, we have continued to proactively reach out to ensure his vehicle is performing correctly. As of our last check-in, the check engine light remains off, and the vehicle is operating as expected.
  
  We would like to respectfully clarify:
  
  At no point would Horizon Auto Center ever disable, tamper with, or reset a check engine light to mask an issue. Doing so would be unethical, illegal, and contrary to our commitment to honest service.
  
  We remain committed to transparency. If Mr. ***** would like to review the diagnostic scans and service records, we would be happy to schedule a meeting with him to go over the code histories, images pulled from our scanners, and explain the findings in detail.
  
  We genuinely value Mr. ***** as a customer and appreciate the opportunity to work with him toward a full understanding and resolution of his concerns.
  
  Sincerely,
  **** ******
  

• Initial Complaint

  Date:12/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dec. *****, 2024 Car taken in 12/11 & quoted a price $169.00 to fix the heater. Later that day, we called about picking up the car and were told the problem was the radiator hose and they would need to order the part. On 12/12 on a phone call, we were told there had found many things that need to be repaired, but we said to just replace the radiator hose and were told the cost would be $139.00 without saying that cost was in addition to the $169.00. When we went to pick up the car on 12/13, they said the cost was $958.52. We were shocked bc we never agreed to that amount!!! They never quoted the labor costs or any other costs They said they record all phone calls and pulled them up and said ***** agreed to this amount but have not allowed us to hear said phone call where he agreed even after saying they would email it to us. They have been very rude to us and did not admit doing anything wrong. We believe we should be given an adjustment between the price we were charged and the amount quoted. We also request cost per hour for labor with hours shown doing our repair.