Complaints

This profile includes complaints for Christian Brothers Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Christian Brothers Automotive

  Meridian, ID 83646-5172

  
• 

  Christian Brothers Automotive

  6700 N Linder Rd Ste 156 # 322 Meridian, ID 83646-6606

  

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:10/23/2023

  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.

  The following is a summary of work I am complaining about that was performed by Christian Brothers Automotive located at ***********************************************************************************************. In April 2023 I brought my **** 150 into this CB shop as I noticed a leak. After the inspection of the truck, CB recommended that I have the turbos replaced as they were damaged and leaking. I was surprised as the truck was running fine, however after some research I found this could be a problem for the year and model of my truck, and relied upon the recommendation of CB. I authorized and paid for the work and I assume it was done.2. A few weeks later, while driving the truck out of town, it began to make a strange sound. I immediately brought it in for a check. CB found that there was a hose loose on the turbo, tightened it up, and I was told all was good.3. In late September, while driving out of town, I noticed a grinding noise any time I tried to pass someone and give it some gas. It was very disconcerting. I immediately called CB and was given an appointment for Oct. 4. As I was out of town, my wife brought the truck in.4. CB inspected the truck and made recommendations as per the report. The report states, Found passenger side turbo leaking oil, recommend replacement of turbo. CB then called my wife and asked her what she wanted to do as changing the one turbo would cost $3,400. She stated she needed to talk with me first. CB then released the car and sent me a text saying it was ready to pick up ( I saw this once back in cell service).5. On October 5, I called CB and believe I spoke with *****. I explained to him that the turbos were under warranty as they had just been replaced. He checked his files and discovered I was right, stating that the records had been misfiled. I told him I didnt want to pick up the truck as it was still in the shop and it wasnt fixed. ***** told me your right and he would order the replacement turbo and hoped to have it done soon.6. On Oct. 12, I was back in cell service and called CB to see how the work was coming. I was told it was ready and that ***** wanted to speak to me. He explained that upon further inspection, it was just a loose hose and it had been fixed. My wife picked up the car.At this point in time, I have no faith that the turbos were replaced correctly. The fact that the brand new turbos were leaking oil, and hoses were loose, gives me great concern as to whether or not damage was caused to the new turbos by shoddy work. It is highly suspicious that when it was going to cost me to replace the turbos it was necessary, but when it was CBs cost, it was just a loose hose and everything was fine.The truck has never felt the same since your original replacement. Driving it out of town or passing someone is more than concerning.I contacted the owner *********************** and he gave me an unsatisfactory response stating they would only honor the original warranty.

  

  Business Response

  Date: 10/24/2023

  ** have spoken to ****************** via phone and have made numerous invitations to discuss this in person.  As articulated to **** ** initially did not realize this repair had been done in April of this year when my technician stated that the Turbo was leaking oil and recommended a new Turbo.  When we told ****************** of our findings he informed us that this should be a warranty repair to which our Service advisor was able to find the original repair and promptly corrected himself.  Our Writer is new and not as well versed with the operation of the software and arguably should have known this was a previously repaired part and as such, under our 3 year / ****** mile warranty, whichever serves the customer best.  Under this warranty, parts were ordered and the repair was executed.  Upon removal of the leaking turbo, it was discovered that the source of the leak was a failed o-ring and not the turbo itself.  The Technician replaced the o-ring, reassembled, tested and confirmed that the o-ring was indeed the cause of the failure.  The vehicle was test driven and the repair was confirmed to have solved the problem, turbo was operating at spec at that time.

  ****************** understandably was under the understanding that the turbo had failed.  Our service advisor did tell him on the phone that the cause of the issue was the o-ring.  However, upon my review of the repair order, the comments under the Condition 3 on the repair order was not updated to reflect the actual findings -a failed o-ring - once the repair was underway.  The cost to the customer was sill $0.00.   Covered under warranty which is still in force.  His complaint does not say that the vehicle is not running well.  At every step, ****************** concerns were addressed, he was treated courteously as always. What I see here is a misunderstanding that we have made every effort to make right.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20770568
  
  I am rejecting this response because:
  Christian Brothers (CB) has not provided proof that the new turbo has not been damaged due to the loose hoses and leaking o ring that they installed. Turbos can be quickly damaged if they are not properly oiled and maintained.

  I have scheduled a diagnostic at an independent expert and will be submitting that report to the BBB asap. Due to a mechanic shortage in the valley, the earliest I could schedule this was November 7, 2023. I ask that the BBB keep my complaint open until I am able to submit this report.

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

• Initial Complaint

  Date:08/05/2022

  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.

  When we 1st took the car in, the engine light was on, so they stated that it was $2,000.00 worth of work that needed to be done, so we paid, and after a few days of receiving the car, the engine light was on again, so I bring the car back-in for a 2nd time, and now a new bill is tact on of $400 plus, saying that its new issues going on with the car, just a few days after receiving the car. After receiving the car a 2nd time, the engine light was back on Frustrated we kept the car, and didnt return until we had issues with the air conditioning. I explain to Christian Brothers that the engine light never went off. So, now for the 3rd time we now have more issues $600 plus of more issues. After paying and receiving the car a 3rd time I notice a ticking sound while driving off the lot, the car Menu stated that I only had 23% oil life, engine light is now back on, and now there is a NEW ticking sound coming from the car that wasnt there when I bought the car in. So, I waited a few days and call back in with the same issues with the engine light that I had when I 1st bought the car in, 2-nails in one of the tires, and now a ticking sound. I bought the car in today for the fourth time, so they reset the oil menu, and now tells me theres a NEW CODE reading that I now have an exhaust leak and thats what the new ticking sound is coming from. A New Cost with another issue that I didnt have until after I pick-up the car from Christian Brothers automotive in ***** ***** off of ********. I dont know if the trouble Im having with this company is due to me being a person of color, or from being a woman. Or, maybe they are just scammers .

  

  Business Response

  Date: 08/16/2022

  We are well aware of this customer and her vehicle.  She originally came in with a failed catalytic converter.  We have replaced this multiple times no fault of the customer, we are getting the only parts available and each time they have proved to be a failure.  This is due to the amount of Platinum detected in the converter which controls the light going on and off.  Not enough platinum means the light will come on.  Each time we have tried a new converter with the same results.  We have reached out to ************** and they have none in stock and cannot give me any idea when they will have new stock coming in.  In one year, we have replaced the converter 3 times and are prepared to do it again.  We totally understand her frustration and do stand behind our 3-year 36K warranty.  The reality is that the supply chain is broken and we are doing the best we can.  As it stands right now, we may have to wait until GM gets these converters back in stock in order to make this repair complete.  Again, all covered under our warranty.  I have tried every supplier we have and they all tell me they cannot get them outside of the manufacturer.
  
  As for the additional tacked on costs, these are for unrelated issues that have been explained and also carry our 3/36 warranty.  Air conditioning repair was one and an oil control unit valve was the other additional repair.  In all instances, the customer was given a quote up front and the repairs were authorized and are covered by our 3/36 warranty.  Again, these are additional issues that have come up.
  
  While this is unfortunate luck for *********************, we do stand behind all of our work and are absolutely willing to continue.  At this point, the obvious solution to the catalytic converter is to order one from the factory and wait till we get it.  It will probably be a lengthy wait.  However, we will absorb the additional cost for the factory supplied parts.
  
  As for the ticking sound, we would like ********************* to bring the car back for us to evaluate it.  If it was something we did or caused we will fix it immediately.  We however, need to see the car to assess the issue.
  
  All of my people treat everyone that comes in here as our neighbor.  Our Ethos here at Christian Brothers Automotive is:
   For the entire law is fulfilled in keeping this one command:
  Love your neighbor as yourself
  Galatians 5:14
  
  
  Again, we are sorry that this has been such a trial, but we can only do our best when people let us know they are having an issue.
  
  Best regards,
  
  ***********************, Owner. Tell us why here...

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17678933
  
  I am rejecting this response because: our concern at this point is that we have brought the vehicle in post pick up and post ticking sound, as the ticking sound began and the check engine light came back on the weekend after picking up the vehicle. We were told it was a new issue we would have to pay for.
  

  Our appointment was July 26th under warranty, we approved all repairs that day. On the 27th, we were informed that the vehicle was ready for pick up, on the 29th we were told that they restarted the vehicle and the check engine light was back on and that they needed to look into it.  On that same day, they reached out to let us know that we were OK to come and pick up the vehicle and that all issues were repaired. This doesnt appear to be the case since the check engine light came on less than two days later. We picked up the vehicle on a Friday. That same weekend, the check engine light came back on and the ticking began. When taking the vehicle into them that Monday, after having picked up the vehicle that Friday, we were informed it was a new issue and we would have to pay for it. The concern is that we have brought the vehicle in multiple times for repairs, each time after a few days, the check engine light returns. Yes, we have had the catalytic converter replaced three times amongst other repairs made making it clear that we wanted all issues fixed.
  
  Sincerely,
  
  *************************