Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last interaction was 6/28/24 We have spent over 4200$ in repairs this year at this location. They guaranteed we covered everyth*** that needed repair. Within a month, they advised that they needed to do 1600$ more in repairs when the SAME issue resurfaced and we brought it back to them for warantee coverage. When asked about the warantee, they advised it was not covered under the 7 th***s we repaired already. When asked about the pric*** and a ****** discount for the new repair and why they didnt catch this before dur*** the first repairs, when they had the car for 2 weeks straight, a month prior, the owner himself advised to get our F-*** car off his lot or he would have it towed, we were con artists, *********, and we were fired as a customer. He made my wife leave work early to get the car and reschedule her ct scan which is beyond unacceptable and we are currently open*** a complaint for this transaction and the prior ones with the BBB and escalat*** the process through Christian brothers corporate office. They have also cleared the pric*** and details from previous order leaks we have. Try*** to hide information.

  Business response

  07/02/2024

  ************** brought his vehicle into us on March 27th, 2024,with a concern that his 2013 Buick Encore with ******* miles was leaking oil and coolant and that he could smell burning oil and coolant. We inspected the vehicle and we found that the water outlet assembly was leaking coolant. The front timing cover was also leaking oil at an excessive rate. This repair was previously discovered upon an inspection we performed on February 17th,2022, at ******* miles. We informed ************** about this at that time and recommended he should repair it. Against our advice, ************** declined for a second time to have this issue repaired at that time.
  ************** brought his vehicle back to us on April 11th, 2024,to finally have the timing cover oil leak repaired. On this visit, ************** attempted to state that this was supposed to be taken care of with the previous cooling system repair. We kindly reminded ************** that we had previously recommended this repair on February 17th, 2022, and again on March 27th, 2024, which he declined.    
  Once we were able to show ************** the previous history of records of estimates and repair orders he agreed and approved to do the repairs. We repaired the oil leak from the front timing cover on April 12th, 2024. ************* came to pick his vehicle up and paid for his repairs. We even provided him with an additional discount coupon that took an additional $489.77 off the repair costs on this visit. We informed ************** that these repairs are covered under a 3-year 36k mileage warranty which will cover the cost of the parts and labor associated with this repair. We also informed ************** that his 11-year-old vehicle with ******* miles on it was at the age and mileage that other issues and other seal and gasket leaks are going to start to develop and fail.
  ************** then brought his vehicle back in on April 23rd, 2024,with a new concern that the check engine light had come on with an additional 245 miles on his 2013 Buick Encore since April 12th, 2024. We informed ************** that this was a new concern and more than likely was not related to any of the previous repairs but that we would not charge him to test the vehicle. We assessed the vehicle and found a fault code P0420 for the front bank catalytic converter failure. After some additional testing, we confirmed that the front bank catalytic converter had failed, which is a quite common occurrence based on the age and mileage of the vehicle.
  We informed ************** that this was unfortunately a new issue and was not in any way related to the previous repairs. Again ************** argued and fought with us that this issue was related to the oil leak repairs he had previously repaired. He accused us of purposely doing something to cause his catalytic converter to fail, which is not true. There is nothing we could have done to cause the catalytic converter to fail. ************** then asked to speak to the owner. The owner also informed him that the repairs were not in any way related to any of the previous repairs and that there would be no warranty coverage. ************** continued to argue and fight belligerently and refused to accept the fact that this was a different issue unrelated to the previous repair.
  After slandering us on ****** and having a back-and-forth conversation with the owner, **************, and the owner each agreed to pay for half of the cost of the replacement of the catalytic converter. ************** then agreed to have the catalytic converter replaced at half-price, which was $574.28.
  We informed ************** that after this visit on April 12th, 2024,we would no longer wish to do any new business with him since he continuously accuses us and blames us for any new and preexisting issues that are not related to any of the previous repairs completed on this vehicle.
  ************** then had his vehicle towed back to ** on June 28th,2024, with a concern that the vehicle was smoking, and he could smell burning oil when driving. After inspecting the vehicle, we found that a new oil leak had developed from the oil filter housing assembly. This repair is not covered under Mr. ****** current warranty with us because the issue is on the opposite side of the engine from all of the previous repairs we had performed on his vehicle.
  We informed ************** again that this would continue to occur until all aged and worn gaskets and seals were eventually replaced.
  Again, ************** fought and argued with us again belligerently that this was our fault and that it was related to his previous repairs. We informed ************** that this was not true and that we would no longer be willing to collaborate with him on these repairs and any future repairs. ************** refused to accept this answer and demanded we repair his vehicle for free. We then asked ************** to remove his vehicle from our property or that we will be towing it off of our property. ************** then came and removed his vehicle. 
  We have all of the documented history, estimates and repairs on everything mentioned within this response.
  We operate with the utmost integrity, honesty, and strong ethics.
  ************** is not allowed on our property any longer. If he attempts to show up, the Pasco County Sheriff will be called for his removal.

  Customer response

  07/02/2024

   
  Complaint: 21919827
  
  I am reject*** this response because: 

    The only part that has been slanders or unprofessional is Christian brothers. The owner has cursed me out multiple times, threatened me for no reason, refused to even give me a quote until I called multiple times. Invited us to br*** the car in and then instead of giv*** a quote for the new work, threatened to tow the f-*** car, called me a dumb ***, and used many more curse words. I have not used any such words or disrespectful verbiage. The work should have been covered under warrantee and they even revoked the quote they sent in their system to cover their tracks. I have never dealt with a unprofessional business owner like that who is refus*** to honor the "warantee" they were supposed to honor on the vehicle. They took 2 weeks to complete the initial work and tried to give the unrepairable car back dur*** that time multiple times without actually fix*** a problem. They obviously know that they still hadn't fixed the problem with a bunch of unneeded repairs. This was fixed in one visit to honest1 care car with a different fix than what they were propos*** this time at christian brothers. I left an honest review just recently, not back in April, we never towed the car, just drove it, and I was not slanderous, just repeat*** the owners words. This shows the dishonesty of this establishment and it's owner. I expect a refund for the unneeded fixes, the harassment I was put through, and the owner that should not be involved in any business when they can't talk properly with customers, but instead berate them. This is an unacceptable way to practice business and there is no way they should be ranked A, B, or even C.

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a car in to get repaired due to overheating. The next day after it was picked up, the same issue happened driving it. There was clearly nothing done to this car or it was never tested out. The reason I know it wasn't tested is no one even reset the oil change alert in the dash. If it was tested that would have been seen and adjusted. They claimed that once it has left our location, it's not our issue. This left ** stranded on the side of the road and had to get a tow and rental car. The customer service was absolutely terrible.

  Business response

  06/05/2023

  On September 22, 2022, ************** brought in his 2014 GMC Acadia, for a cooling system issue. During the customer approved diagnostics and initial cooling system performance test, we found that the water pump failed causing the vehicle to overheat and needed to be replaced to correct the issue. This repair was approved by ************** and the repairs were completed. As far as we were concerned, the Salehs were pleased with our work after they picked up their vehicle.
  

  Eight months later, with an additional ***** miles on Mr. ****** 2014 GMC Acadia, the vehicle returned on Thursday May 18, 2023, for an overheating issue again. This time, we found that one of the plastic heater hose connectors was completely broken off and was causing the coolant leak and the vehicle to overheat. With Mr. ****** approval, we replaced both heater hoses with original equipment connectors. These parts come as one unit assembly. We then road tested the vehicle and confirmed that the vehicle was operating properly, and no other coolant leaks were found.
  

  Unfortunately, on Friday May 19,2023,one of the new connectors we installed failed and started to leak coolant again after the customer picked up the vehicle the day prior. The Salehs called us on Friday May 19, 2023, to inform us that the vehicle started leaking coolant again. We conveyed to the Salehs that we would pay to have the vehicle towed back to our shop and also provide a rental car for them over the weekend at our expense. We reimbursed the Salehs for their rental car.
  

  When the vehicle returned, we found that the new heater hose assembly failed and we replaced the defective part under warranty and road tested the vehicle again for several miles and once again, no other issues were found. This was a part failure.
  

  We offered to pay for a tow truck and a rental car. The ****** stated that they were using their AAA ******************* We did take care of the rental car bill for ******. While the vehicle was in our possession, the vehicle never presented any drivability issues or any concerns other than the cooling system issues. Here at Christian Brothers Automotive, we are completely transparent and honest with all of our customers. We apologize that you feel that way towards us. 
  

  We value all of our customers including Salehs. We work very hard on honesty, integrity, and ethics in our business. No one lied to the ****** during this entire process. Unfortunately,************** got very foul mouthed, vulgar, and angry with my General Manager and was unable to communicate with him. We are sorry for ****** inconvenience and that this part failure occurred. 

  Customer response

  06/06/2023

   
  Complaint: 20118514
  
  I am rejecting this response because:
  There response is inaccurate. This business is a absolutely unprofessional and doesn't back up their work. They are careless and not once did I swear. Irrate yes. Swearing no.  When you say you didn't leave us stranded, the car did, that is poor taste and will get a negative response. Also saying that once a car leaves the business they have no responsibility, is the dumbest think I think I have heard. Again no accountability. I think they are trying to save their reputation seeing that there are many reviews with the same outcome. Overcharging and not checking their work. It's sad that they accept no responsibility. There is no way the work was checked prior to us receiving the car back. 
  Sincerely,
  
  *******************

  Business response

  06/13/2023

  As stated previously, ************** dropped his vehicle off with ** on May 17th, 2023, with a concern that the vehicle was overheating. With Mr.****** ******** we performed a cooling system performance test and full synthetic oil change.

  From the cooling system performance test, we discovered during the cooling system that the **** heater hose had broken causing the vehicle to rapidly leak coolant and overheat. This is part of the cooling system.With ************** digital online ********, we replaced both **** heater hose assemblies and the thermostat assembly.

  After installing the approved and required parts to correct the cooling system issue our General Manager *** personally test drove the vehicle for a little over ten miles with no issues. The vehicle is equipped with a dash cam that is on and recording during vehicle operations.  All testing time and drives are recorded. We are not attempting to hide anything from ************** at any time during the course of his vehicle repairs. As stated previously, unfortunately, the new **** heater hose assembly fitting part failed causing the car to leak coolant again.

  We offered to pay for ****************** tow and rental for the inconvenience and their repairs were covered at no charge to the customer under our parts and labor warranty. Unfortunately, with ************** questioning our integrity so much it is impossible to communicate with him. ************** refuses to accept that the new part failed outside of our control and continues to state we did nothing to his vehicle, which is not true.

  At no time did we leave the ****** stranded. We offered to call a tow truck. They stated they were going to use their AAA ********** tow. We also never stated that once a car leaves our business, we have no responsibility.Thats a ridiculous and untrue accusation.

  We have a 3-Year / 36-mile Warranty on parts and labor, whichever comes last which is in writing. Also, our prices are very competitive.

  Again,************** was very foul mouthed, vulgar, and angry with my General Manager and we were unable to communicate with him. Based on this fact, and Mr. ****** demeanor, he is no longer welcome in my shop. We will call the Pasco County Sheriff if ************** comes into my shop again.

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