Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 10, 2024, my car would not start due to a power issue while I was in Rogers, Arkansas for work. I called a tow truck, which transported my car to Christian Brothers Automotive in Bentonville, as recommended by the tow truck operator. Handling of Vehicle: Upon arrival at Christian Brothers Automotive, it was noted that the sunroof of my car was left open. It had not rained during my possession of the vehicle. Despite the potential for rain, the shop did not attempt to cover the sunroof nor did they inform me of its open state. Discovery of Water Damage: Subsequently, while my car was at Christian Brothers Automotive, it rained and water entered the vehicle through the open sunroof. The shop did not notify me of this incident during their possession of the vehicle. Consequences: Approximately a week later, after retrieving my car from Christian Brothers Automotive, I noticed that the air conditioning had stopped working. Only then did the shop inform me that water had entered the vehicle during their custody, causing damage to the controls. Subsequent Actions and Costs: Due to the water damage caused by their negligence, I have incurred significant repair costs totaling thousands of dollars. Christian Brothers Automotive has refused to take responsibility for the damage and has declined to assist in rectifying the issue. Additional Issues: Additionally, Christian Brothers Automotive failed to properly reassemble my vehicle after service, as they left a part off the tailgate which required an additional trip of three hours for correction.

  Business response

  08/16/2024

  We contacted the owner of the car to let her know the sunroof was open, because we shouldn't shut it.  It came in with no power.  It was towed in with that open.  She said she was okay with the sunroof being open even when we advised her it was going to rain.  She said it was okay, because she was getting rid of the car anywhere.  We were not able to put it into a bay, because it would not come out of park.  The bays were all full when the tow truck arrived.  When we did get rain, we went into the car and tried to clean it up the best we could.  

  Customer response

  08/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They did not call at any point to let me know it was going to rain. They only informed me it was rained in after I paid and picked my car up and the ac stopped working and I called back to ask if it could have been from anything they fixed. Christians Brother said it might be because it got wet while at our shop. 
  Never did they call while it was in their possession about water entering the vehicle. I can upload a copy of phone records.
  
  Sincerely,
  
  *** *****

  Business response

  09/09/2024

   

   (Vehicle would not turn off - Customer said, would hit the stop button to shut off and would keep running, engine would turn off. The vehicle kept running and the vehicle eventually shut off on it own.) Now the vehicle will not attempt to start and does not have electrical power. When the vehicle was being dropped by towing service, it had started raining and the sunroof was open. The diagnosed and authorized repair was the radio frequency hub, this is one of the parts that allows vehicle to be powered on. Once this part was replaced, and power was restored to vehicle the sunroof was able to be closed. However we were able to get vehicle into the shop within 30 minutes of arriving, at this point the rain was coming down pretty hard. We are sorry that this has happened however, our calls are recorded and we have records of all phone calls.  It is very unfortunate that this has happened however there is nothing more we can do. 

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