I was happy with my original service for the window repair and I am only dissatisfied with the fact that they would not take a look at my vehicle after the issues that began immediately following their service. I brought my vehicle to Honest-1 Auto Care for a window repair. I also felt the price for the repair was significantly higher than expected. I was told they apply a 50% markup on all parts, and overall the cost felt excessive for the service provided. After receiving my vehicle back, I noticed several features were no longer functioning properly, including the remote start, windshield wipers, and door locking functions through the vehicle system. I returned as advised by staff member Barrett and requested they inspect the issues. At my appointment, I was told the shop did not cause any damage and that they would not investigate or repair anything unless I paid a diagnostic fee and additional labor costs. I explained that I did not feel it was fair to pay for diagnostics on issues that began immediately after their service, but the shop maintained their position. My interaction with the service manager, Liz, felt inconsistent compared to earlier communication, which added to my frustration with how the situation was handled. At this point, I am dissatisfied with the experience and the handling of my concerns. I expected more accountability and willingness to at least inspect the issues given the timing.
Thank you for taking the time to share your experience. We're glad to hear you were satisfied with the original window repair, but we're sorry your overall experience did not meet your expectations. Looking back, we believe we could have handled the follow-up differently. Given that the concerns began immediately after the repair, we should have taken a few minutes to inspect the vehicle before discussing diagnostic charges. In this case, the issue turned out to be a simple computer reset, and we recognize that taking that first step could have prevented a great deal of frustration. For that, we sincerely apologize. We would also like to clarify that when repairing your approximately 15-year-old Saab, we chose to install factory-OEM parts rather than lower-cost aftermarket components. While OEM parts increase the cost of the repair, we made that decision because we believe they provide the best fit, reliability, and long-term performance for your vehicle. Our goal has always been to perform quality repairs and stand behind our work. We regret that our communication during your follow-up visit did not reflect that commitment. Your feedback is appreciated, and it serves as a reminder that even when we believe a concern is unrelated to a repair, taking the time to verify the basics first is the right approach. If there is anything else we can do to help or if you have any additional questions or concerns, please don't hesitate to contact us. We'd welcome the opportunity to assist you and restore your confidence in our team. Thank you again for your honest feedback, and we wish you many safe miles ahead.
- Honest-1 Auto Care Ormond Beach