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:02/07/2025

  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.

  Went to Harlan Auto on 2/3/25 for a brake line issue with my daughters car. Dealership fixed brake line issue for $1557. Upon picking up car, the car was beeping. The cars rear camera was no longer working and the rear of the vehicle had no electric. I brought this up to the manager there and they claim they werent back there so it couldnt be them. Upon inspection, the panel was broken in the back so someone was back there. There is no longer electric to the rear of the vehicle. There was electric when we dropped off vehicle and the rear camera worked. We tried to get resolution but the owner was rude and a liar. He was very unprofessional. They broke this and they need to fix it or pay to have someone else fix it. Very unprofessional.

  Business Response

  Date: 02/07/2025

  We received the vehicle to investigate your brake concern.  We discussed our initial findings with you and with your help and more symptoms, concluded there was a hydraulic leak due to corroded brake lines under the vehicle.  We provided our recommendations and an estimate to make the needed repairs.  You approved the work.  You then called back telling us that our estimate was out of line and other mechanics you know would fix it for less.  We stopped work on the vehicle and offered to return it to you at no charge.  You then changed your mind, became friendly, and approved the work.  We completed the agreed upon repairs and returned the vehicle to you.  You returned saying we had caused problems you are having with your back-up camera, hatch release, and the broken interior trim panel.  I investigated our work, your allegations, and could not link the two.  We are accountable for your vehicle while in our possession, but this was just too far-fetched.  Since you were verbally assaulting employees of the shop and behaving irrationally, we had the police come to keep the peace.  While they spoke with you outside, I was inspecting your vehicle - looking again for some correlation when you sent one of the officers in to retrieve your vehicle from our service drive.  If there was any doubt in my mind that we had not done the interior damage our caused the electronic failure of the tailgate and camera functions, we would have notified you and repaired our mistakes.  In this case your changing of state from good to bad repeatedly concerned me to the point of not being able to assist you.  Attached are photos of the workmanship to your brake lines and exhaust repair.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear .

  No one verbally assaulted any employees. You called because you messed up and didnt want a customer complaint. The police and I were talking outside about taking you to small claims court. You were deeming, rude and verbally abusive. No one complained about the work on the brakes. You are lying to protect yourself. Your technician screwed up the rear camera. It was working when we came in. Thats far fetched to believe how crazy you acted. You were verbally assaulting me. You made up lies. They have not come up with a resolution and are slandering me. I do not accept their response. Ill take them to small claims court. 

  
  Regards,
  
  ***** ******
  
  
  

  
  

  Business Response

  Date: 02/13/2025

  Harlan's Auto Care, LTD has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made: February 13,2025
  
  Description of proposed resolution: I will personally inspect the alleged damage to the vehicle and see if I can make a connection to the repairs we performed or if the vehicle was mishandled while in our possession. However, I would need the client's cooperation to allow me to do so without intervention and to accept my decision. I will be fair. I am a man of integrity running an ethical business and a Certified Master Auto Technician for 35 years.  Our reputation precedes us, and I wish to confirm or deny any wrongdoing by our mechanic.
  
  Promised completion date:  ASAP at the client's convenience
  
  
  In addition, the business provided the following additional details: