Integrity Auto Care

BEWARE! driving home I saw Integrity Auto Cares shop and read the «honest mechanic» sign, I pulled in. I met the owner Racer Rob. The truck had failed one Single test. It was a known issue… a pcm needing to be reflashed, it was all over the internet. He would first do a full diagnostic for $ 90 then let us know what was found. If it was just the pcm .cost about $ 350 for him to refresh it. Not only that, but they would take it and run it through DEQ for us. We thought how nice of them. All we wanted was the one thing fixed in order to pass DEQ and if we chose to fix it, the $ 90 would be deducted from the cost of repairs done. So we took it to them and agreed to that. Racer Rob called to tell us it wouldn’t pass we needed a whole new pcm and he couldn’t reflash the one in it. But no real cost was given. They were going to look up parts and get back to us. A couple of days later I get a call from a Jennifer, a previously unknown party, apparently does his office work. I kept getting calls from this Jennifer person with status… they had to find a new part, it was outrageously costly. I told her I would call my father in southern Oregon to get or find one from some people he knows in the auto parts industry and salvage yards. Suddenly she knew of a place to find a refurbished one with a warranty. The quote was $ 789.50. They could have it the next morning and have it installed that afternoon. Nope… it didn’t get there and it took another day to get it and not until the late afternoon. Then it would be ready the next day, Friday before we left on a trip. Nope. Now it was Friday before valentines day and we had plans to go to the coast and as Friday afternoon at almost 4 pm it still wasn’t ready. I called and again spoke with Jennifer. She stated that Rob still needed to do some things with it, I said fine I would check back Monday. Supposedly it would be done and they would run it through DEQ as stated so we could pick it up monday. No call from them on Monday so I called about noon. No answer. I left a Facebook message as there was no machine, I left a message on Robs personal line. No answer. A couple of hours later Jennifer calls. It was done, but they hadn’t gotten a chance to run it through DEQ. I was incredibly frustrated by this point and needed the second vehicle back home. I asked for a final tally. JENNIFER started him hawing and telling me that Rob has to do something special with a gas cap and that he spent an extra 3 ½ hours on that Saturday… adding… wait for it… another almost $ 400 dollars to the bill for a total of around $ 1189.00. She started going on about Rob working on Saturday and needed to be compensated even though he hadn’t bothered to ask us if the extra parts or the work he was doing was ok with us. She started backtracking and I told her we’d be down to get the car being held for ransom and her guilt trip. I asked her why Rob didn’t call us and advise or ask us if he could tack on more parts and more work WITHOUT mind you even bothering to call us and ask our permission. Keep in mind he spoke with Myself and my husband and told both of us the only thing that failed the diagnostic was indeed the pcm. I specifically told both of them we had a strict budget and the original quote of $ 789.50 was exceeding that, but we agreed to that much. So we went to pick up the truck that was being extorted for over $ 1100.00 now, not to mention had been in their «honest“shop for a week now. When we went into the office with Jennifer, Rob followed and guilt tripped us stating he made a personal judgement by working on it WITHOUT OUR PERMISSION but wanted to be compensated for his time anyway and didn’t want to bother us on our trip… nice thought but unscrupulous and infuriating! Then he gave us some song and dance about the fumes or some thing failing testing and said the DEQ pressurized the fuel tank and it would have flunked again of he hadn’t fixed what he did WITHOUT OUR PERMISSION. If that was the case why didn’t that part flunk when i took it through the first time BEFORE i made the $ 1200.00 mistake to take it to him to be fixed? OH AND BTW… THE NICE GESTURE OF TAKING IT THROUGH DEQ FOR US… YEAH NOT SO MUCH… THERE WAS A $ 21.00 CHARGE FOR THAT, NOT TO MENTION THEY CHARGED US FOR FUEL THEY PUT IN IT TO DRIVE AROUND ON FOR A WEEK WHEN IT HAD ALMOST A FULL TANK WHEN WE TOOK IT IN! HOW FAR DID HE HAVE TO DRIVE IT? I ACTUALLY DID THE MATH… WHEN HE CHECKED IT IN…170,077…WHEN WE GOT IT BACK…170,203!!! THATS 126 MILES FOR THREE OR FOUR DRIVE TESTS! WAS THAT REALLY NECESSARY? NO WONDER YOU HAD TO PUT GAS IN IT!
DEMAND THAT YOU ARE CONSULTED PRIOR TO ANYTHING OTHER THAN WHAT YOU AUTHORIZED IS DONE! CHECK AND DOUBLE CHECK ESPECIALLY WHEN DEALING WITH JENNIFER. I WILL NOT BE RECOMMENDING TO ANYONE IN THE FUTURE. STEER CLEAR OF THIS PLACE!
Pam and Brett Sturgeon Hillsboro, OR.

Rob was great! Very knowledgeable and thorough. He even went above and beyond and did a few things at no charge! Would highly recommend this crew!

«Integrity Auto — Home of the honest mechanic» the logo proudly proclaims. Maybe my definitions of honesty and integrity are just too strict.
Short version:
Vibrations at idle and at speed, and coolant loss. I suspected were motor mounts or front axles, and I also knew I had a coolant leak that I suspected was in the EGR cooler. Results: Leak fixed (water pump), motor mounts and transmission mounts replaced, but a bad tire was likely causing a lot of vibration. But radio ruined, door damaged, wheel locking lug wrench lost, battery replaced without asking, battery tie downs lost, very poor communication, me having to fight to get unauthorized work and damages reimbursed, and just not a good feeling about this business using the term «integrity» as part of their name.
Rob (owner) should be in professional sales. «Man, you know so much about cars! I could really use a good tech like you.» And «Oh, don’t you worry about it. We will make this (insert latest unexpected issue here) right!» But caveat emptor with this business.
Long version:
This is my wife’s daily driver, so I wasn’t familiar with it very much. «Racer Rob» and the guys at Integrity Auto did fix the motor mounts. In a rare moment of communication, they asked whether they could fix the leak in the water pump. So that’s all good.
But I got a call from the receptionist after repairs were supposedly complete, saying that «Oh, by the way, a piece of door trim is loose.» I thought it had been fixed a year ago, so I said I’d come by and have a look. When I got there, there was damage to the door trim and handle: like something had slid down the door, scraping the handle and yanking the trim off the adhesive and mangling it. Rob had «voluntarily» taken it to a body shop and had them reattach the mangled trim. «No charge!» Rob blamed it on vandals… which made no sense to me because of the dead-​vertical nature of the damage, and the fact that it only caught the parts that stick out most, not the door panel itself. But not positive it had been fixed before, I drove it home.
Before I left, I pointed out that the radio no longer worked. «Hmm…you mean it wasn’t like that before?» No, Rob, it wasn’t. He said I should come back and he’d try to «reset» it. Fine… I’ll schedule more time.
At the same time, I also pointed out that I hadn’t authorized the battery replacement, and that it hadn’t been giving us any issues. He said he would try to get it back from the recycler, and would refund the money then. Okay. He also told me that our tires were bad, but that he had gotten «special pricing» on some Les Schwab tires «because of his relationship with them.» Same price as retail when I checked.
Back at home, my wife looks at the door and says «What happened to my door?» Okay, suspicions confirmed. On the way home, I was thinking about how the damage looked: vertical, not horizontal like when something sideswipes you. I bet they were leaning the door against a tool chest or the lift support when the hoisted the car up on the rack. Hey, it happens. But own up to it, be straight, and make it right. That’s what integrity is, right?
So I took the car back to get the radio «reset» and the door fixed right. Rob asked if the gouge on the door handle was «that big a deal,» and in my haste to just be done with it I agreed that the body shop didn’t need to worry about it. Several days later, we got the car back with new trim on it.
He could not fix the radio. Vague apology, no offer of remuneration.
They did get the battery back, and they installed it… and then they lost the battery tie down! I took it back to Interstate Battery and they actually said it hadn’t failed their load test outright, but it was bad enough that they were willing to warranty it. It was worth $ 80 off the replacement prorated. I would have told Rob that if he had bothered to tell me he was replacing the battery, but he didn’t. When replacing the battery, I found that Integrity Auto had installed the battery and just left the tiedown out completely! Battery was just flopping around in there, which is actually dangerous.
Score to date:
Wins
* Motor and transmission mounts replaced*.
* Coolant leak fixed.
Losses
* Radio not working at all, no replacement or remuneration.
* Battery tie downs gone, no replacement or remuneration.
* Door partially repaired, but gouge in handle still there.
* Locking lug missing, no replacement or remuneration.
Questionable
* Battery seemed fine when I went in, but tested marginal afterward and wouldn’t start at Schwab after sitting overnight (never an issue before), so you be the judge.
* *Vibration is still about the same at idle. It is hard to tell whether the new mounts improved the situation much, but that probably isn’t Integrity Auto’s fault. Assuming that they actually did replace the mounts, it is entirely possible that they are not the source of the problem.

Excellent, honest, knowledgeable and very personable care to be found here. Fixing a car can be expensive. Accepting that, work you get done here will be done at a fair price. I’ve turned wrenches on my own cars. I know enough to know if somebody is running a game. No games here. Rob has all the new tech knowledge and old school gear head skill to fix your vehicle. He fixed a very complicated issue on our vehicle. You can trust Integrity Auto Care.-Doug L.

Honest, affordable and great work. Rob and Javier do outstanding work and very friendly!