Harlow Auto Service

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.While it is true that *** representatives did explain that used engines have a limited warranty (I was told the engine was "guaranteed" good for days), it was NOT my fault that the warranty time period on the engine used in my car expired I only had the car for two and a half days total during the four-plus months that [redacted] worked on it As is outlined in the attached timeline, I had the car for a day-and-a-half when it had to be towed from [redacted] **, and I had it less than a day when [redacted] had to tow the car back to their garage the second time The responsibility for the lapse in the used engine's expiration is ***'s, therefore, it is their fault that a "new" used engine or a refund of my money should have been the course of action.At this time, the car has been repaired by another shop, so there is no need for additional repairs by *** This is why I am requesting a refund of my money.Thank you again for your time and consideration Regards, [redacted]

we apologize to Mr [redacted] on the issues with the car, but he requested a used engine be installed and used engines only have a limited time warranty from the salvage yard so we cannot gurantee anything any longer then what the offer as far as the engineWe did however go tow the car back from [redacted] ** for Mr [redacted] in July at no charge and that was nearly a hour trip, and also did not charge him additional labor charges the second time just for additional parts to rebuild the used engine that was installed from the salvage yardUpon arrival to pickup the car in West Va the dipstick was dry and the oil was changed before it left our shop and was refilled, so not for sure why he would've kept driving with no oil until the car shut off and lost powerI am hoping Mr [redacted] can see that it is not all my fault when you install used parts there is always a risk more so then if you go with new parts.Sincerely Harlow Auto Service and Tire

we apologize to Mr [redacted] on the issues with the car, but he requested a used engine be installed and used engines only have a limited time warranty from the salvage yard so we cannot gurantee anything any longer then what the offer as far as the engine. We did however go tow the car back from...

[redacted] for Mr [redacted] in July at no charge and that was nearly a 4 hour trip, and also did not charge him additional labor charges the second time just for additional parts to rebuild the used engine that was installed from the salvage yard. Upon arrival to pickup the car in West Va the dipstick was dry and the oil was changed before it left our shop and was refilled, so not for sure why he would've kept driving with no oil until the car shut off and lost power. I am hoping Mr [redacted] can see that it is not all my fault when you install used parts there is always a risk more so then if you go with new parts.Sincerely Harlow Auto Service and Tire

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While it is true that [redacted] representatives did explain that used engines have a limited warranty (I was told the engine was "guaranteed" good for 30 days), it was NOT my fault that the warranty time period on the engine used in my car expired.  I only had the car for two and a half days total during the four-plus months that [redacted] worked on it.  As is outlined in the attached timeline, I had the car for a day-and-a-half when it had to be towed from [redacted], and I had it less than a day when [redacted] had to tow the car back to their garage the second time.   The responsibility for the lapse in the used engine's expiration is [redacted]'s, therefore, it is their fault that a "new" used engine or a refund of my money should have been the course of action.At this time, the car has been repaired by another shop, so there is no need for additional repairs by [redacted].  This is why I am requesting a refund of my money.Thank you again for your time and consideration.
Regards,
[redacted]

Review: I took a vehicle there for repairs, was given an estimate, and, after paying nearly twice the estimated cost of repairs, my automobile was still not repaired. In addition, my car was at the garage for nearly 2 months, and excuses were made each time I called regarding the delay. When the car was initially returned to me, I drove it less than 3 hours before it broke down. Then, after another month's stay in the garage, the car was returned to me again, only to break down again on the night I picked it up.Desired Settlement: I would like to receive a refund on the money spent on repairs that were never successful.

Business

Response:

we apologize to Mr [redacted] on the issues with the car, but he requested a used engine be installed and used engines only have a limited time warranty from the salvage yard so we cannot gurantee anything any longer then what the offer as far as the engine. We did however go tow the car back from [redacted] for Mr [redacted] in July at no charge and that was nearly a 4 hour trip, and also did not charge him additional labor charges the second time just for additional parts to rebuild the used engine that was installed from the salvage yard. Upon arrival to pickup the car in West Va the dipstick was dry and the oil was changed before it left our shop and was refilled, so not for sure why he would've kept driving with no oil until the car shut off and lost power. I am hoping Mr [redacted] can see that it is not all my fault when you install used parts there is always a risk more so then if you go with new parts.Sincerely Harlow Auto Service and Tire

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is true that [redacted] representatives did explain that used engines have a limited warranty (I was told the engine was "guaranteed" good for 30 days), it was NOT my fault that the warranty time period on the engine used in my car expired. I only had the car for two and a half days total during the four-plus months that [redacted] worked on it. As is outlined in the attached timeline, I had the car for a day-and-a-half when it had to be towed from [redacted], and I had it less than a day when [redacted] had to tow the car back to their garage the second time. The responsibility for the lapse in the used engine's expiration is [redacted]'s, therefore, it is their fault that a "new" used engine or a refund of my money should have been the course of action.At this time, the car has been repaired by another shop, so there is no need for additional repairs by [redacted]. This is why I am requesting a refund of my money.Thank you again for your time and consideration.

Regards,

Review: My car was towed to [redacted]. I informed them it would not start will on a very steep upgrade. They sounded good at first, but I became uneasy when I was asked where my better have was. I told them I was a widow. They said it took two hours and they had to find the right part. Upon pick up of my car, they showed me the "old" fuel pump that supposedly came out of my car. It could NOT have come out of my car, and didn't even smell the slightest bit like fuel at all..I purposely got close enough to smell, it had a large amount of dust on every part of the top, like it had been sitting on a shelf. I asked where they bought the fuel pump; they said it came from "[redacted]." He then asked me specifically where I lived. I was uneasy. The next day after the car did not start right away, then back fired and sounded like it was going to blow up. I inquired with [redacted] to see if there had been one purchased by these folks, they looked up there account and informed me that "NO purchases had been made by [redacted]. The following day Sunday, the problem was the same as it was before Harlow's service, and even worse. It smelled heavily of fuel at the rear of my car when I got out. I informed Harlow I wanted to see the receipt from [redacted]; they left me insulting, ridiculing and demeaning messages after I stopped payment. They left me 9 threatening messages in two hours, while I was at work. They followed me to find out where I lived, even hired someone to follow me. His mother and wife continued to harass me for 2 weeks. They went to my bank with my check and demanded how much money I had, and wanted personal information. The bank was so alarmed that they called me. I left numerous messages asking for the original receipt. They left several personal insults and that they do not need to provide a receipt. I received 3 threatening messages, after I informed them "NOT to call again." One of their last messages said that stopping payment on a check was a felony and that they had a lawyer, and I had to pay 477.00, a hundred more for processing fees.Desired Settlement: I want them to leave me alone, and to admit that they did NOT put a brand new fuel pump in. I have taken my car to another trustworthy repair shop. I had to notify police, this is what I mean by a health issue. I was afraid for my safety and even those that knew me.

Business

Response:

The guy who answered the phone was one of our friends, not a employee of the business so I have nothing to do with what the guy asked, im sorry that he ask that but I cant control what he said, he is not a employee just answered the phone that day. The fuel pump was defective, the car was towed in and the fuel pump was replaced, I have the orginial fuel pump and also have taken pictures to my lawyer. I also have the original receipt from [redacted], she was given a receipt for repairs when she picked the car up. I have contacted [redacted] and they said they did not tell her anything about purchasing a pump or any of my account information this is false I have a rep with [redacted] that can verify that. Also Mrs [redacted] did not have a ride to pick the car up and we offered her a ride as a courtesy to our customers as a shuttle service, we sent a driver to pick her up in [redacted] and brought her back to the shop, we showed her the pump that was replaced. She wrote us a check and then stopped payment on the check. We contacted her bank once the [redacted] gas station let us know that we had a check that was returned and that we need to pay them for the check and the fees I have copies to bring to court. I also have several messages Mrs [redacted] called and left at our shop and she told us she worked nights, well we work days and were unable to talk to each other physically on the phone due to my shop opens at 8am closes at 5pm. Her claims of people following her to find out where she lived is false and nobody was hired to follow her, she asked for a ride to pick her car up after repairs, so we sent someone to pick her up that is just a crazy claim to try to say we had been following her. Also the reason we had contacted [redacted] bank was to find out why a stop payment was placed on the check and if there had been a issue she should've brought the car back to us the same day or called and I would've had it towed back to the shop. If the car did'nt run how did she drive it away and back home?, when it would'nt start and was towed in?Thank You

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This business has a problem with facts. I never told them that I work nights, because I do not. They called me 9 times, the 2nd day of a new job. I had first told them I needed the car fixed that day, because I was starting a new job and would not have any time after that. I informed them right away, that something was wrong with the car and that it did not appear to have been fixed. I was ignored in my calls to them until, I stopped payment due to the fact that I know that they did not fix my car, as they said (they) did. I gave them the benefit of the doubt, and said the new pump must be defective. I asked, and continue to ask to see an original receipt. They called and threaten me, they had other members of their family call me and threaten me, I believe I was followed at work and at my home. I have proof of that. They contacted people I work with. I continue to ask for one thing, the original receipt. They had someone, other than law enforcement to deliver something to my door. I know who it was. I am concerned that they never produced a receipt for a fuel pump they say was bought from [redacted]. I contacted [redacted], and they had not purchased anything from [redacted] that week. I have never seen the receipt, nor was sent it like I had been promised. I feel that their process of business, borders the law, as I feel I was harassed to provide money for a service that I did not receive, and if I did not give them the money they asked for, they intended to bully me, at my home and possibly my job. All I said, was that it was not fixed, and possibly the fuel pump was defective and I wanted to see the original receipt. I was bullied, insulted, and pressured in an UN-business-like manner. I have their text, after the problem became so bad that I asked for them not to contact me, and they continued to contact me.I am also, concerned that they took pictures of an old fuel pump, but would not show me an original receipt. I have had the car looked at, and repaired by another reliable auto repair shop. I wish I had NOT had my car towed to Harlow, and will never use them in the future.