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Review 2/5/2008
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I have gone to Harry's on the Hill on 3 different occassions. I felt that I had to use them due to a warranty on my vehicle which they are an officially listed dealer. I have not been satisfied with the service on each occassion there has been an issue with the service dept that has not been positive. The first time they did not effectively deal with the warranty company and I had to negotiate the terms of the warranty on my own. Harry's was providing an estimate that the warranty company stated was an exagerated claim as to amount of labor for the job based on standardized industry guidelines. The issue was resolved and the vehicle was fixed. When I got home there was a grinding noise and we realized that a plastic piece was left loose and was scraping against the tire. We put it back ourselves and didn't make a big deal of it. The second time we had to take the vehicle back we were told it would be ready by a specific date and it wasn't. It took several days more than the original estimate and we had been told there was a loaner car that could be used if that occurred.When we inquired about the loaner, it was unavailable and no alternate plan was offerred. The third time we called them ( w/in 2 days of having it fixed there) because the vehicle was not driving right and we felt that it was unsafe. We asked them to come pick the vehicle up as we didn't feel it was safe to drive. They initially didn't want to do this and we had to be demanding on the phone with the service manager in order to get him to agree to come get the car and look at it. The car's steering rack had been replaced and the company stated that they didn't see anything wrong w/ the car. 10 days later we had to have the van towed because the tie rod had come out from the vehicle. Luckily we weren't going fast or it could have been a really horrible accident. The tie rod is something that doesn't just come loose, it requires a special tool to loosen and remove. The tie rod had to be removed when the steering rack was replaced so the last people to touch this was Harry's on the Hill, it was not put on properly as evidenced by it's coming out after being driven for a little over a week. This is not common for something to just come loose. We had it towed to Harry's and spoke with the Service Manager who stated that they are not connected, the tie rod has no bearing on the steering rack and we must have done something to the car. He in essence blamed us for the issue because we drove our car, the same car he told us was safe a week earlier. We spoke with the manager who did agree to fix it free of charge but the issue is that the service manager blamed us and took absolutely no responsibility. Two other mechanics stated that liability is clear, as did an attorney. We didn't want to go that route and just wanted an apology, a sincere one for the way we have been treated and for the vehicle to be fixed. I missed 3 days of work over the course of all of this combined and felt that it should be compensated and that they should have offered a vehicle when they did not uphold their end of the bargain as to when the vehicle would be fixed. I think that their offer to fix it was neccessary but it is hard for me to trust them when they have clearly made errors like this before and are not apologizing for the service manager's very rude and belligerent behavior towards us. I am hoping that as a business owner they will do the right thing and apologize and do something to rectify the situation.I would not recommend using their services. There are very good repair shops who are affordable and personable and I do not feel that they are one of them.
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