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:01/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 1/6/23, I took my **** Chevrolet ****hd truck to Christian Brothers Automotive for diagnosis and possible repair. I told them the truck was misfiring, and it was very noticeable at idle. I also told them that I had recently cleaned the throttle body on the truck. I was told previously on the phone by a representative of Christian Brothers that for them to perform a diagnosis it would be ******. I dropped off my vehicle and later received an email with an estimate for recommended service.The technician, *************************, noted that he drove the truck and verified hard misfires on load/acceleration (this is the problem I wanted diagnosed). He also stated that he "checked over" and found spark plug wires not connected/poor connections. **************** and the service writer, *******************, recommended that they should replace all plugs and wires and clean the valves and intake ports. There was nothing stated in the notes what was causing the issue, just recommendations.Unfortunately, it is my opinion that **************** lied in his notes. He may have looked at the wires, but he did not find them loose. I personally checked my plugs and wires, which were approximately 1 year old, two days before taking my vehicle to Christian Brothers Automotive. Neither the condition of the plugs/wires or their installation was causing the misfire. The plugs/wires are good and in working order. **************** also recommended induction service to clean the valves and intake ports. There was no need for this service; when I previously cleaned the throttle body, I also cleaned the induction system. I denied the $700+ of service offered, as well as the thousand dollars worth of front end work they recommended!!!!Two days after I got my truck back, still missing, I decided to check the coil packs. BINGO! One was bad! I replaced the coil packs on my truck , and it runs great now with no miss! I want my $135 back for not diagnosing my issue and an apology for trying to make a quick buck off of me.

  Business Response

  Date: 02/06/2023

  As is noted in Mr ****** complaint, the only charge he was given was the $135 diagnostic fee that he agreed to prior to ** doing any work on the vehicle.  This is a flat fee that is not applied to any other work. It is the cost for **************** time and the time the vehicle is taking up bay space...just like paying for a visit to the doctor. We verified and addressed the rough running issue "that he wanted diagnosed" and noted it in the estimate as it indicated in Mr ****** own complaint:

  "The technician, ************************** noted that he drove the truck and verified hard misfires on load/acceleration (this is the problem I wanted diagnosed). He also stated that he "checked over" and found spark plug wires not connected/poor connections." 

  We connected these wires correctly the truck ran smoothly at idle and on acceleration as well as when the customer picked up the vehicle.  We recommended replacement with OEM plugs and wires as the current wires on the truck are aftermarket.  We did not explore any further into coil packs or otherwise as issue seemed to be resolved and no additional charges were made to Mr. *********** We recommended an induction systems service to clean the valves and intake ports based on the estimated mileage (odometer is broken in the vehicle) and condition of the vehicle.  Clogged induction systems can also cause the symptoms presented by Mr *********** A true induction clean requires equipment that pressurizes and atomizes a special solvent that is run through the system.  This solvent cannot be purchased over the counter...it is not simply a fuel additive and spray can that can be done at home.  During the test drives we noted excessive play in the steering.  Not only was this noted on the inspection report to Mr. ***** but we also included a video showing the excessive play of the specific steering components that we were recommending for replacement.  All of these recommendations were refused by Mr. ***** and again, no additional charges were made other than the pre-agreed $135 inspection fee for which all of the aforementioned information and videos were provided.               

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18903222
  
  I am rejecting this response because: You should be ashamed of yourself for your reply. You are a liar. You did not "connect loose wires" and the truck DID NOT RUN ANY BETTER. When I picked it up.  the truck misfired exactly the same as it did when I brought it to you. If you would have fixed the misfire by "connecting loose wires," you would have stated that you fixed it on my bill. You did not diagnose the problem with my ************ want my money back for your failure to correctly diagnose the problem and also for trying to get me to pay for service my truck did not need. It was a bad coil pack causing my truck to misfire. You were going to attempt to get me to throw money at my vehicle so you could profit off of my misfortune.
  
  Sincerely,
  
  ***********************