Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle , 2017 Kia *********** Farlow Automotive for a tune up, some lights that were illuminated on my dash and mentioned some concerns with my A/C. That same day I was advised that the tune up was complete and that I would need 2 new wheel bearings, spark plugs, and a PCV valve and they were unable to duplicate the A/C concern. I purchased these parts at Farlow Automotive on 03/15/2024. I was advised by *****, a former employee at Farlow Automotive, that I could purchase my parts that day, stated the parts would take 6 months to come in, and that they would give me a call back when those parts were available. I never receive a call from Farlow advising that these parts were available. I paid exactly $1,054.90 for the parts. Around that time , I was taking legal action against my childs father due to domestic violence so the safety of me and my child was my top priority. I recently had some concerns with my window and took my vehicle into Farlow Automotive on 03/19/2025. I paid $512.32 for the repair plus charge for me utilizing my debit card. I spoke to ** at Farlow Automotive and mentioned how I never received the parts nor the required repairs they recommended. ** advised me that ***** no longer worked there and that he definitely messed up when he advised I could pay for the parts in advance . ** stated he believe what I said was true because this wasnt the first occurrence with *****. I showed him my bank statement and everything showing I purchased these parts. There isnt a repair order for the repair because it was never completed.** stated he would have to review with the owner and advised he would call me back. I called Farlow on 03/21/2025 asking for an update on what they were going to do. ** said I was lying and stated they would never have a customer pay for parts in advance. I advised him that Im telling the truth. He spoke with the owner and recommended I bring the vehicle back in. 03/25/2025. They said there was nothing they could do.

  Business Response

  Date: 04/23/2025

  ******* ******** brought her 2017 *** ******** in on 3/14/2024 , complaining that she had a check engine light on and the smell of gasoline.  Customer was quoted for the repair and parts were ordered. Her vehicle was repaired and payment was received. Jasmine left Farlow Automotive with NO check engine light on and her car running  smoothly.   Farlow Automotive does not collect  any repair cost until the work is completed. And we do not charge a fee for the use of credit cards for payment.  One year later Jasmine returned to Farlow Automotive to have her window repaired. (Unrelated repair) She stated that she had been in last year, paid for her repair and the work was not completed.  Her parts were not on backorder, a technician was assigned to the job, and her vehicle was repaired. At the time of her complaint her 2017 *** was placed on a lift, and she was shown the replaced parts were new and were not the original dealer  parts that were on the vehicle when she brought it in for repair. We are totally baffled by this complaint, we have been in business over 40 years, and never experienced this type of complaint, her check engine light has never returned and her car is still running in satisfactory condition.  We are a family owned business and treat all our customers as we would expect to be treated.  We are sorry Jasmine feels like she has been treated unfairly, all parts receipts are dated the same as evidence that there was certainly no need to prepay for parts. It was suggested to Jasmine to get a second opinion, if she is in question of our honesty.   Thank you, ***** Farlow

  Customer Answer

  Date: 05/05/2025

  Complaint: 23114344
  
  I am rejecting this response because: Farlow Automotive is lying lacking accountability. I am a Christian woman who has no reason to lie whatsoever. I was informed by their former employee, who clearly was fired for not doing his job, around that time that I could pay for my parts IN ADVANCE and then they would order them and let me know when they were available. I never received a call from the auto shop. No attempt or anything and again I was dealing with a very personal situation for months on end so I did not reach out. I simply just wanted the actual labor to be completed but ** and now the owner are claiming that I am lying. All Farlow did was clear out the lights that were on my dash and stated they couldnt duplicate my a/c concern and again, I was informed that they would order my parts and I paid right then and there. Since they are questioning my integrity, I want my refund for parts that were not replaced. Even ** noticed they were not replaced and stated the part numbers would match if they were and when he put my vehicle on the hoist he was shocked that the parts didnt match and made up a lie and stated I was not listening. If Im not refunded , I will take this to the courts and we can settle this in front of a judge and I will sue this company for emotional distress, defamation, AND FRAUD. Its sick how these people operate and how money hungry they truly are. I trust them with my vehicle and am being told Im lying about what Im stating. In the paper work you will see the parts that was supposed to be ordered but its doesnt match whats in my vehicle because again, I didnt have the labor completed . This saddens me because all I wanted was the labor to be completed which I was willing to pay for since I only paid for the parts. God does not like ugly and if this isnt resolved this business will receive their karma and I will make sure they get shut down .

  
  
  Sincerely,
  
  ******* ********

  
  

  Business Response

  Date: 05/19/2025

  I AM TRYING TO ADDRESS THIS COMPLAINT IN A PROFESSIONAL MANNER, BUT THIS COMPLAINT MAKES NO SENSE TO ME, THE CUSTOMER CAME INTO OUR FACILITY WITH ********************** COMPLAINTS, WE ADDRESSED HER ISSUES, PARTS WERE ORDERED, TECHNICIAN PREFORMED REPAIRS.  CUSTOMER LEFT ********************** WITH NO CODES PRESENT.  CUSTOMER RETURNED TO ********************** 1 YEAR LATER WITH NO LIGHTS PRESENT. WITH AN ENTIRELY DIFFERENT REPAIR INVOLVING HER WINDOW.  AT THAT TIME , WE ADDRESSED HER COMPLAINT, SHOWED HER INVOICES WHERE PARTS WERE ORDERED, TECHNICIAN SHOWED HER THAT NEW PARTS WERE REPLACED AND EVEN PUT HER CAR UP ON A LIFT AND REMOVED PARTS AND SHOWED HER THE REPLACEMENT PARTS WERE NOT THE ORIGINAL.  AS FAR AS ANY EMPLOYEES BEING FIRED BECAUSE OF HER JOB, THE EMPLOYEE IN QUESTION LEFT FOR HEALTH REASONS, THAT DID NOT PERTAIN TO HER IN ANYWAY. **** IS THE TECHNICIAN THAT WORKED ON HER VEHICLE AND TOOK THE TIME TO PROVE TO HER THAT  THE PARTS WERE REPLACED.

  WE AT FARLOW AUTOMOTIVE ARE VERY SORRY THAT YOU ARE DEALING WITH PERSONAL ISSUES, WE HAVE BEEN IN BUSINESS FOR OVER 40 YEARS, AND STAND BY OUR REPUTATION.  WE ARE AN HONEST FAMILY OWNED BUSINESS THAT TREAT ALL OUR CUSTOMERS WITH RESPECT AND ARE VERY UP FRONT WITH ALL REPAIRS.

  AGAIN, IF MISS ******** WOULD LIKE TO TAKE HER VEHICLE ELSEWHERE FOR A SECOND OPINION, WE BELIEVE THAT WOULD BE IN HER BEST INTEREST.

  THANK YOU, 

  ***** FARLOW    I EMAILED THIS RESPONCE TO ************************************** PREVIOUSLY