HARRELL'S AUTO SERVICE

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Service was fine, quick and professional as it has been in the past. The amount of upcharge for parts is intolerable. They used NAPA parts numbers on the receipt, so I compared to NAPA prices online. The pads go for $52 front and $50 rear, I was charged $60 for each, around a 20% markup. The rotors go for $43 front and $42 rear, I was charged $74 and $71.50, about a 70% markup. I called NAPA; service shops generally pay less than retail, and there is no delivery fee, and generally mark up about 10-15%. I stopped by Harrell's and was told the upcharge was less than usual, they normally add $40-45 for rotors (effectively doubling the retail price). I think $140 upcharge on parts that cost them a phone call is excessive, and if the cost is justified should be moved to labor instead of hidden in parts.

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Quoted another job(wheel bearings) and were 480.00 more expensive using same parts as 3 other providers, if you have money to blow they do good work. I just do not like being charged 2x what everyone else charges for same service.

My compressor stopped working completely (actually froze up). Dropped my truck off one day and they troubleshot the compressor. It was bad and they replaced everything and serviced my A/C. Replaced the fan belt, completed the wheel alignment and changed my oil. They identified a couple of other things that need to be done. But these are things I can do myself.
They called me first with what they found on the troubleshooting, with an estimate. They completed the work and called me stating my truck was ready. It only took a day and a half. I could have had it sooner, but I was in no rush.
I have had several major services by Harrells and they have completed them with exceptional service. I rarely have to take my vehicle back with the same problem. They are honest and very professional. I have used them for many years and the only problem I had with them was resolved in one visit.
I especially like the safety check they perform on every vehicle they service.
My experiences have been good but I know a few people whom weren't pleased with their work.
I say, you can't please everyone.

On 12/23/2011, I brought my 2000 Lincoln LS to Harrell's Auto Service shop (at 8038 Raeford Road, Fayetteville, NC) in for repairs because the air conditioner was blowing cool air out on one side and warm air on the other side. After paying a $70 diagnostic charge, their technician concluded that replacing the heater control module and the heater control valve would fix the problem, so I had the service completed. Now, less than 12 months later, my A/C has revert back to the same identical problem. I called Harell's today and explained the situation. They agreed to check the problem only if I pay another $70 diagnostic charge! I told them that I did not think it was fair to pay for another diagnostic charge, since they misdiagnosed the problem in the first diagnostic. I told them that it is unfair for me to keep paying $70 for a diagnostic, until they got it right. The purpose of a diagnostic is to take the guess work out, and since I paid them $70, I expect a correct results from the 1st diagnostic. The manager disagreed and that ended our conversation, but I did send a formal email to the manager.

Excellent service; I knew what the bearings work would cost from the previous visit/estimate. They called about an hour after a dropped it off, saying the brake pads were paper thin, needed replace and rotors turned; I approved the service. Car was complete in a few hours; they did not charge any additional labor for the brake pads, only for turning the rotors, which made sense since all of the work needed to replace the pads had to be done to get to the bearings anyways. I'm sure some other locals would have double-charged the labor, or at least tried.

Everything was fine; I dropped off the car, was called in about four hours with it complete (they already had the parts; I had taken the car there a day prior too late in the day and it could not be finished, so they called and I had them postpone, vs. keep the car overnight.

I took my vehicle in for an alignment and a problem with my air conditioner. The next day they called and said that they needed to take out the dashboard and told me the cost. I said go ahead. Two days later they called and said it would be fixed on Friday. Friday, I CALLED THEM, and was told they got the wrong parts and it would be done early next week. They then called me and said that the part was delayed at the Canadian border. I CALLED THEM on Wednesday, and was told that the part finally got here and it would be ready on Thursday. Thursday came, again, I CALLED THEM, and was told it would be done on Friday. Friday came, and again, I CALLED THEM, and was told that it wouldn't be ready until the following Tuesday, because of the Labor Day Holiday. I was extremely frustrated at this time because I was without my vehicle for over two weeks and the communication with the shop was all done by me!!!! It wasn't like I could just go and tell them forget it, MY DASHBOARD WAS TAKEN APART. I didn't hear from them on Tuesday and I didn't call. On Wednesday, I CALLED THEM, and was told that it wasn't done yet, but they were working on it hard and it should be done by the afternoon. I CALLED THEM again in the afternoon and was told that it still wasn't finished!!!! I told the man how frustrated I was and he said he understood, but there was nothing he could do. Finally on Thursday morning they called me and said it was ready to be picked up. This service was unacceptable. I had to do most of the communication. I think that if they had kept me better informed, and would not have kept promising me that it would be done, I might have not been so mad. They had my van for almost three weeks!!!! I will not take my business there again.