Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Dropped 2018 RAM 11/19, primary issue a new engine noise over the last two dayshigher pitched than the engine, whirring noise, stays going for a few seconds after the engine ignition is turned off, some secondary issues -11/9 notified wiper blades need to be replaced, wiper fluid lines had been separated, misc routine service issues and that the bearings were bad in the fan assembly causing the engine noise -Picked up the truck on 11/10/closing time -The next day the car making the same engine noise/louder and overheated -11/13, truck overheated on drive to back to shop and same engine noise -11/13 shop states they can find no issues/cant hear the noise -11/14 shop states they cannot hear noise nor recreate the engine overheating, lead tech will ride with with me -11/14 lead tech rides tech states they found a hairline crack in the radiator and the radiator was low on coolantit could have caused the noise and engine overheating, doesn't know why it was not checked-Expressed concerns with manager/he stated they could not recreate the noise/engine over heating, the bearings were bad on the fan assemblyhe took an air hose and ran air through the old fan assembly to recreate the engine noise/it did not -Expressed concerns unnecessary repair -Manager agreed to remove the new fan assembly/re-install original/credit me charges -Emailed owner that I was very disappointed with events -Next day told owner overrode managers decision and would do nothing -Message from owner from an unlisted phone # that showed up as spam -11/17 contacted CEO of Honest 1 Autocare/replied his team would get back to me -11/20 conference call with location owner, justified to justify their actions/if the fan assembly bearings were not causing the noise, they needed to be replaced/Agreed that when they showed me the fan and blew air through it with a hose it did not make the noise...air hose did not move the fan fast enough/branch manager didnt know the coolant was low and radiator cracked

  

  Business response

  11/29/2023

  Mr. ***** per our discussion you have a Nationwide 3-year and 36,000-mile warranty on the repairs we made replacing your failed cooling fan. You have acknowledged that the noise could not be replicated after you returned the vehicle to us, including when you took a test drive with the technician. If the noise returns, please bring your vehicle back to Honest-1 for a no-charge inspection to identify any noises. We have a video of your old fan making a failing bearing noise and the new fan operating normally, without the bearing noise. Unfortunately, as also discussed, you had a separate issue with your radiator having a small crack. We have been honest and direct that the repair was done as approved and that the noise is no longer present. We stand behind our work with our *******************.

  Customer response

  11/30/2023

   
  I am rejecting this response because:
  

  Honest 1 Autocare inspected the vehicle and sent a written summary of issues and discussed verbally their findings and the cause of the noise.  The recommended repairs were completed, the noise continued and the engine began overheating.  I have a witness who rode in the vehicle with me and can testify to this.  The noise and overheating occurred within a few miles of driving after pick-up.

  After bringing the vehicle back, the manager stated the noise could not be recreated/no further issues were found.  I then test drove the vehicle with the auto tech who informed me the radiator was cracked and low on coolant and this could cause the noise and the overheating.  He did not know why the coolant wasnt checked when the vehicle was brought into the shop initially.  After filling the coolant, no noise and no overheating occurred.

  After discussing the techs comments with the manager, he attempted to recreate the noise with an air ho and the old fan but failed.  After discussion on why the radiator and coolant was not checked he agreed to remove the new fan assembly, put back in my original and credit me for the repairs.  After leaving the owner reneged on his offer to resolve.

  -Honest 1 Autocare inspected the vehicle and recommended in writing and verbally repairs to address.
  -The repairs recommended in writing and verbally did not address the noise for which the truck was brought into the shop.
  -Honest 1 Autocare failed to inspect, notate, or recommend any repairs related to a cracked radiator or low coolant. 
  -Once the coolant was filled, the issue stopped.
  -Your manager agreed to a resolution which you later overrode.
  -I had to take the truck to another dealer to address the actual issue causing the problem at additional cost to myself.

    

  
  

  

  Business response

  12/14/2023

  Mr. ********************* previously stated, when you returned with the concern about the noise we did take "an air hose and ran air through the old fan assembly to recreate the engine noise/it did not." We recognized this was an ineffective method to demonstrate the previous noise heard and repaired through the replacement of your fan assembly. We then reconnected your old fan directly to your vehicle and duplicated the high-pitched whirling noise as described as a failure of your fan assembly. 
  
  The work performed with Honest-1 ********* has a 3-year, ****** nationwide warranty. Again as previously stated, if the noise returns on the repairs made, please return for a no-cost inspection & warranty replacement if the part has failed. The issue with the radiator was a pre-existing issue when the vehicle arrived at Honest-1 *********. We are here to help with your vehicle if the noise returns.
  

  Customer response

  12/15/2023

   
  I am rejecting this response because:
  

  You still have failed to address the issue and have not responded to the key points surrounding it.  

  My vehicle was brought into your location primarily due to a recently occurring problem with a whirring noise that occurred when the car ran and after the ignition was turned off. You inspected the vehicle and provided a written summary of your findings and then verbally discussed what was causing the noise with me.  We moved forward with your recommended repairs.  Upon picking up the vehicle the noise was still present and at that point the car began overheating.  When test driving the vehicle with your tech, he stated it was found that the radiator had a crack in it and the coolant level was low and agreed this could have caused the noise I was hearing and the car to overheat.  He could not state why this was not checked when the vehicle was originally brought in for inspection.  After this your manager tried to recreate the noise with an air hose and the fan assembly and could not.  After this and discussing the exact same noise occurred after you had replaced the fan assembly and did not occur after the coolant and radiator were addressed, your manager agreed to reinstall my original fan assembly and credit me for the work. Later that day you reneged on your manager's agreement to address my concerns.

  A few days later the local Dodge dealership inspected the vehicle and stated the noise could have been caused by the radiator and low coolant level and could not have been caused by bad bearings on the fan assembly.  i had to pay for additional repairs to fix the actual issue.

  You inspected the vehicle, you made a recommendation to fix the issue, the recommendations did not fix the issue, the actual issue was found by your tech, your manager tried to behave ethically and do the right thing and then you reneged on his agreement to address my concerns.

  Do the right thing?   

   

  
  

  

  Business response

  12/21/2023

  Honest-1 ********* stands by our work and the previous responses regarding this complaint. We have documented proof the old fan was making a bearing noise and have it on video. The customers noise never returned after Honest-1 re-inspected the vehicle with the customer and our warranty remains the same - if the noise returns Honest-1 will inspect at no charge and replace it under warranty if it is a bad part. Honest-1 ********* has no other responses to this claim. 

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