Reviews

Review Details

• Review fromJennifer E

  Date: 10/01/2022

  1 star

  Jennifer E

  Date: 10/01/2022

  This is absolutely the WORST place I've EVER taken my car to. They don't listen to anything I said about getting my car repaired. When I dropped it off, I was told they could fix everything that day and would call me midday to let me know what was going on. They never called me. I had to call them at 3:00 for an update and they had not even looked at my car yet. I told them my key faub would not open all of the doors and all they did is replace the battery and charge me $21.00, which did not fix the problem. I asked them to test drive my car for a shaking problem. When I picked my car up three days later, they said the shaking had stopped after putting a new tire on the car. Once I started driving it, the car still shook. I took it back and asked them about these things and they simply apologized for the miscommunication and asked me to bring it back another day and they would look at it. They already had my car for three days! After I left for the second time, my car began overheating and smoking. I returned to their place AGAIN! and ended up paying over $500 for a new radiator that they said was normal wear and tear and that it was not anything they did while working on my car. It seems very suspicious that it happened as soon as I left their shop. I also asked for a print out of tje estimate for the valve covers and they gave me a printout of the radiator repair. I told them that was not what I asked for and was told the estimate was on the back of my previous receipt, which was a total lie. There is NOTHING printed on the back of my receipt. They lied right to my face over and over again and would not take responsibility for their mistakes. When I left for the FINAL time, my car started making this terrible squeaking noise, but there is NO WAY I am letting them anywhere near my car ever again. Very incompetent people. To call themselves Christian is the most ridiculous thing I've ever heard.

  Christian Brothers Automotive

  Date: 10/07/2022

  We never want any customer to feel taken advantage of or uncomfortable with our service. It is clear that you are unhappy with our performance, but we do feel that we provided you with excellent customer service while working under a very tight time restraint, as hurricane Ian was predicted to make land fall here the very next day. When you reached out to us Monday afternoon, Tim, one of our service advisors, stated that it would likely take a day or two before we could look at your vehicle. We reiterated this to you in person when you dropped it off Tuesday morning. However, we did manage to get it looked at that afternoon and had an estimate for you before we closed that same day. From that estimate, you were able to choose the services you wished us to perform and decline those you did not. Our estimate provided descriptions of all that we were proposing, including photographs, showing why some recommendations were made. The list of items you asked us to inspect was extensive. When we created the inspection list from your list, there was one item that wasn't translated word-for-word, and we believe this may have led to one of the issues. You wrote that the key fob "doesn't lock and unlock all doors." When we put that into the system, it was written up that the key fob "works intermittently." This symptom has a very different failure route than what you wrote and we followed the wrong path. We have refunded your card the $19.99 + tax already and offer our apologies for not correcting what you had asked us to look at. When you picked it up Thursday afternoon, we did note that we had been unable to test drive the vehicle post-tire repair in order to identify the cause of the shaking you had described. As you could tell, Thursday afternoon was very busy for us as we finished up as many vehicles as we could before Ian's arrival. When you came back in at 4 pm, however, we put you right into the shop, diagnosed what had happened (upper radiator hose attachment blew off of radiator), and worked as quickly as possible to get your vehicle back up and running. We had to obtain a radiator from two different suppliers, as the first was incorrect. You were finished and back on the road just after 6 pm. Again, we felt that we had provided you with excellent service. We are very sorry that the radiator failed, but despite your suspicion, I can say that we unequivocally did not cause that failure. The upper radiator hose is attached to the radiator via a relatively thin section of cast ABS plastic. This section undergoes heat cycling every time your vehicle warms up and cools down. While these are long-lived parts, 150,000 miles plus and 11 years is well within the range of normal for this type of failure. When we pulled the pieces of the attachment point out of the hose and showed them to you and followed them up with pictures of the new radiator versus the old we felt that we had fully described how the radiator had failed. As it was relayed, the estimate for the valve covers is found on page 3 of the invoice, just below the line where you signed your name. You stated that as soon as you left our business, your vehicle started making a screeching noise. The new belt that we had just put on had been covered in coolant when your radiator let go. This coolant can cause the belt to slip. This slip will often result in a screeching type of noise as you described. We would have been happy to replace that belt for you, although we would have been unable to take care of that until after Ian had passed over. I am a Christian and this is a faith-based business. My faith is strong and very important to me, which is why we try very hard to be upfront and honest with our customers, as well as to provide good quality service. Honoring the Lord and serving others is the foundation for my decisions at home and at work. Therefore, I try very hard to make things right, if we have in any way been in error. However, if I truly feel we have done nothing wrong, I will stand by that as well. Again, I am very sorry that we failed to meet your expectations. If there is anything that we can do in the future to serve you, we would be grateful for the opportunity.