The fact that their name is Honest One Auto Care is a cruel irony. This is the second bad experience we have had with them through the Carmax Warranty “Repair Pal” program. The first was when they tried to claim the repair wasn’t under warranty and that it would be over $700, when I called the warranty number I was informed that the shop never reached out to initiate the claim. They promptly back peddled and tried to hide the fact that they were caught in a lie and never owned up to what they tried to do. The second is when I had more warranty work to be done and was “recommended” over $5,000 in additional repairs. Some of the repairs were needed while others were very clearly brand new parts that were just installed within the past 6 months. They again back peddled and claimed it was based on mileage regardless of the inspection they claimed they did. I decided to do the necessary repairs myself and when I got home to take the wheels off they obviously used an air gun to put the lug nuts back on the wheels as they were all completely rounded and stripped. I checked the torque and they were torqued to well over 180 ft/lbs, almost double the spec. I will say, they did do an alignment for free as part of the process which I was willing to pay for as one of the recommended repairs. Sadly , I will never use this shop again and will continue to warn everyone I know not use them as well. Carmax is also aware of the issues and said this is not the first time they have had similar complaints about them.
Thank you for bringing your concerns to our attention regarding your recent experiences with Honest One Auto Care under the Carmax Warranty “Repair Pal” program. We take all customer feedback seriously and appreciate the opportunity to address your comments. Regarding your first experience with the warranty claim, it is our standard procedure to thoroughly assess each vehicle and advise customers on the most appropriate course of action. We strive to provide accurate information about warranty coverage and repair needs based on our professional assessment. We understand that discrepancies in communication can occur, and we continuously work to improve our processes to ensure clarity and accuracy. IF a warranty company approves a repair, we have no reason to state that it is not approved. As for your second visit, our recommendations for additional repairs are based on a comprehensive evaluation of each vehicle's condition, considering factors such as mileage and wear. Our aim is to ensure the longevity and safety of your vehicle. We understand that our customers have the final say in deciding which repairs to undertake, and we respect your decision to handle certain repairs independently. Regarding your concerns about the lug nuts, we follow industry standards and manufacturer specifications in all our services. This vehicle is 13 years old and has 110,000 miles on it. It came standard with lug nuts that are wrapped with thin chrome caps that rust internally and swell up. Over the years, those caps have been damaged by every shop that has touched them. We were simply the last shop to tighten them. We regret any inconvenience you may have experienced and will review our procedures to ensure they consistently meet our high standards. We are glad to hear you were satisfied with the complimentary alignment service provided. Our goal is to offer valuable services that meet our customers’ needs. We value your feedback and will take it into consideration as we continue to improve our services.
- Honest-1 Auto Care Daytona Beach