Due to periodically being away for military service I have trusted Honest-1 Auto care to take care of my family in my absence over the years. Since they opened, I have always experienced great honest service. Last week I took a few days of military leave and went home to help around the house. I did not have enough time to work on one of my vehicles (2015 Mustang GT). I dropped it off to have an emergency brake cable installed. It was a dealer item, so I ran to the dealer and supplied them with the OEM part. Super simple job that ran a little over $350 for labor, which Ashley said it would only take two hours.. Thats fine happen. BUT when I brought it to their attention the "nice" and "honest" completely went out the window. Years of using and recommending them was ruined by speaking to the receptionist (Ashley) and the owner. I know I'm just one customer and you can do without my family's business, but the handling of the situation was outright uncalled for. The two stars are for the e-brake cable being installed.
Hello Eddie, I reached out and hope to hear back from you regarding the scratch. Our co-owner and service manager (whom you mentioned your teenage son spoke to) relayed that you or your son noticed it the day after you picked up your car. We understand how disappointed you must feel that someone scratched your car. It appears in that photo that someone may have "keyed" your vehicle. I'd like to assure you that no one here intentionally or accidentally did that. The technician who worked on your vehicle has been with us for years and has the highest professionalism and integrity. We reviewed where your vehicle was worked on and there were no equipment, carts, or tools that would have created the scratch, as shown in your picture. You mention our honesty, which we appreciate, and you should know that on the rare occasions our technician makes a mistake or some unforeseen damage occurs, we take responsibility, notify the customer, and make the necessary repairs at our cost. We are sympathetic that someone did that to your beautiful car. Martin discussed this with your son, and I hope you will call and ask for me, Christopher, so that I can discuss with you directly and address any of your concerns. I understand you were upset by how the situation was handled and I sincerely apologize and am here to listen. We do care about every family who brings their vehicles here. As a veteran, I have the utmost respect for military members and am thankful for your loyalty over the years. Thank you, Christopher
- Honest-1 Auto Care North Richland Hills