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:01/13/2025

  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.

  January 9th I paid Christian Brothers $1839.06. I believe im owed a new motor due to a lie and improper handling of my car. I received the message below from an employee:Hello my name is ***** I was a technician at Christian brothers automotive until tonight I was fired for having disagreements concerning your red 2010 ***** equinox with the lead technician *****. basically what happened is when they went to do your timing cover gasket the tech ran the oil pan bolt in the wrong way and actually managed to break your engine block badly it had a huge crack in the block instead of calling you and being honest about their mistake the lead tech used silicone and covered the broken block/crack up this is completely wrong and unacceptable. I have pictures to prove everything Im saying I will send you I will also be contacting corporate office and sending them everything this store has done many corrupt things to customers vehicles and I will not stand by this it cost me my job but they owe you a new motor plain and simple.

  

  Business Response

  Date: 01/13/2025

  Hello. I am first to say that I'm sorry for the issues with this vehicle. The vehicle has almost 200k miles on it and started having issues. Upon inspection, it was found that there were multiple leaks at first. Once disassembled, we found lots of metal in the oil and broken timing guides. We replaced one of the timing guides and the timing cover gasket and resealed the oil pan and valve cover. We did inform the customer that we could fix what was in front us and that she would eventually need a new engine with the amount of metal debris that was in the oil. Everyone in the shop agreed that saving the customer from the cost of the new engine was the best plan of attack. At no point did we put a bolt in wrong creating a cracked block. I've attached a picture prior to any repairs showing a hairline crack already present before we even touched the vehicle. 

  In regards to *****, the ex employee who was fired. When I released him from service, it had absolutely nothing to do with this vehicle. We didn't even talk about a specific vehicle for his release. He was informed that he was released for the following: 1. Showing up late to work every morning. 2. Getting in verbal altercations with multiple employees. 3. Costing the business thousands of dollars for consistently breaking parts on vehicles while doing repairs and having to have my master tech constantly fix those problems with new parts and repairing scratches on customers vehicles and dashes.  Upon release, ***** informed me that he knew it was coming and that I need to just be ready for the aftermath. He was a very disgruntled employee who has been released from 2 prior Christian Brothers and his last mechanic shop. He worked at a 3rd Christian Brothers, and I'm assuming he was let go there too, but I'm not 100% sure. 

  We are very transparent and honest on any dealings, and had we truly ruined her engine, we would take responsibility for this, but unfortunately, the condition was already present when we received this vehicle. 

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  MY 2019 ******** would not start. When I stopped at a traffic signal or in any Way depressed the brake the vehicle dropped into the auto stop mode. When I released my foot off the brake, the vehicle was suppose to restart but it would not. Sometimes it would restart after a minute or two, something's it took 30 minutes to restart. Once it stopped an would not restart. All other systems on the vehicle worked, it would just not start. You also could not lock the doors because the vehicle thought it was running. However, it was not running. Christan Brothers told me that their Master Mechanic could run Dignitatis and determine what the problem was and then they would know what to do the fix the problem. They performed the Dignitatis charged me $165 and told me they could not find anything wrong with my vehicle. They said everything check out as good. However, the vehicle would not start 2 days later. A non Master Mechanic that I talked to told me in 5 minutes what the problem was (without running any Dignitatis). Based upon the information from the Non Master Mechanic, I fixed the problem myself for less than $5. Therefore, either ******** Brothers Master Mechanic was either trying to get more money from me or his knowledge was mis represented to me by ******** Brothers.

  

  Business Response

  Date: 01/06/2025

  Good afternoon, we have made several attempts to to reach out to the customer. On January 6th @ ******* the customer picked up the phone and we have came to the agreement to refund his diagnostic fee. 

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I think this shows a good customer focused resolution to my complaint. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/09/2024

  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.

  On November 14, my 2014 Dodge ram 1500 was towed to Christian Brothers automotive in ***************. I made a phone call to them and explained I have an extended warranty with ******************** and my water pump on my truck was leaking and the shaft on the water pump was not in line as it should be Explained my truck would need a water pump they told me thats not a problem they work with the extended warranty companies so on and so forth over the last three weeks being today is December 6, 2024. I have had a discrepancy on how much the payment would be for this job average is 700 to 900 and they are trying to charge me 1600 and some odd dollars I went in asking to pick up my truck without repairs being authorized and they told me that my truck was already repaired and I owed close to $700 to pick it up after what the warranty company would pay. as I expressed my concern they told me I could pay to have the water pump removed but its only a seven dollar difference to the balance that I currently owe. So I am trying to get justice for why the repair is so high and I have expressed the concern of the job being too much for me to pay anything out-of-pocket above what the warranty company is paying them I was on the phone with the warranty company when the supposed authorization was made at 8:04 this morning I got on the phone with the warranty company at 7:59 AM and I was on the phone with them for 19 minutes. I did not talk to Christian Brothers automotive today until I went up there after work around 4:45 PM to find out that my truck was already repaired without being authorized to. I have been on and off the phone with Christian Brothers for the last three weeks speaking to *** who deals with the extended warranty companies and he cannot explain the breakdown of costs & why a water pump cost $446 when I called the *********** in *********, ***** And ask them how much water pump would cost. $242. $750 out the door for them to do the job. This is very concerning.

  

  Business Response

  Date: 12/10/2024

  So, we have had many conversations with Ms. ******* in regards to this ticket. Ms ******* approved this ticket verbally. In regards to the cost, we quoted original parts for her vehicle. What she took pictures of for a water pump is an after market, very cheap, water pump. We also did an electrical diagnostic and a coolant system diagnostic, which the quote from the dealership did not have this or the flushes on her quote that are required to do these repairs. We ended up doing this total job for $1001.30 trying to help her out. We absolutely would not do this job or any job without consent from any customer. The way this transpired was she approved the work, she then called the dealership and they told her they could do the job for $1100 plus dollars. Again, this did not include an electrical diag or a coolant diag, or fluids. She then called us back wanting to pick up the vehicle after the repairs were made. We offered to take out the water pump, but that would have been another charge to do that, and it wouldn't have made sense to do so at that point. We were very clear about the costs of everything upfront before we do any repairs. We sent over via email all the estimates for everything. She declined the *** repair for cost, but approved the pump repairs. Attached is the invoice, in which we deleted the *** diag and cut the coolant diag in half. We also reduced the price drastically on the ** pump. 

   

   

  Customer Answer

  Date: 12/14/2024

  Complaint: 22653010
  
  I am rejecting this response because: I never authorized any of the ***airs to be done to my truck and upon trying to pick up my vehicle this is the initial complaint that IT WAS ALREADY REPAIRED WITHOUT AUTHORIZATION. On top of it someone forged my signature to the work order or invoice, whichever the case maybe and I did not sign the document. THAT IS A FELONY!!!!!!!!! AND CHARGES FOR THAT ARE BEING ENFORCED. 

   

  On the other hand it took me a while to be able to get into contact with the franchise owner and he got the bill as right as he could and I do have my vehicle back. I will not be trying to get any financial compensation as I feel he got it as fair as he could as I used to own and operate a Auto ***air shop as well. I know what is fair and what is not. I feel there needs to be some communication training on the sales *** that spoke to me and when a question is asked in a dispute matter he tends to freeze up. I will say thank you to ******* for being fair at the back end of this job.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 12/30/2024

  Once again, we are deeply sorry for the inconvenience we have caused for Mrs. ******** Moving forward we will like to address that the employee who has caused this issue has been terminated. We look forward to serving Mrs. ******* anytime in the future. The actions from our previous employee is not how we conduct business, we hold ourselves to higher standards.