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:12/27/2024

  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 December 23, 2024, I had my 2010 Equinox towed in due to no start. We tried jump starting my car several times and still would not start. Christian Brothers informed me that it was my battery and charged me $99.51 for the Starting System Test for a total of $535.77 They told me it was my battery. My battery was less than two years old. My husband explained to them who also a retired mechanic is for 33 years. He felt it was not the battery, but it was the starter solenoid ***** *******, the mechanic assured us that it was the battery. Even Triple A tried to jump start it and it would not start. When you put jumper cables on it still would not start if it was the battery, it would have started. I feel they should have not charged me for the Starting System Test since they charged me for the battery. On December 26, 2024, again my car did not start therefore it was not the battery. I paid over $535 for something that was not fixed. I tried to call, and they wanted me to bring the car back in and at this time I am taking the vehicle to my regular mechanic who was out of town at the time of my issue.

  Business Response

  Date: 01/10/2025

  ********** *****,

  We are saddened to hear you were dissatisfied with the service you received at our facility on 12/23/24. Based on the information in the repair order and the testing completed by the technician, your battery did need to be replaced (please see attached screenshot and digital vehicle inspection report).

  You were experiencing a no-start condition with your vehicle, so one of the first steps in that testing is to test the battery. You can see from the screenshot and results reported on your DVI report that your old battery was rated for 730 CCA (cold cranking amps) and it only tested at 86 CCA. Your old battery had failed and needed to be replaced. We are sorry to hear that you had additional issues with your vehicle and that you declined to bring it back to our facility so we could determine what additional items needed to be addressed in order to return your vehicle to working condition.

  Based on our technician's testing and the information attached to this response, we stand by our technician's assessment that your battery had failed and needed to be replaced. Because of that, we are declining your request for a refund.

  Thank you.

   

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22733382
  
  I am rejecting this response because:  When I took it to our mechanic when he came back in town, it was determined it was NOT the battery at all it's a computer issue which should have been diagnosis when I was charged $99.51.  If it was the battery, why did it stall again 3 days later.  My husband was in contact to Christian Brothers but when he tried to explain the line got disconnected.  I am asking for a full refund due to the fact the battery was not the problem and currently the car is going to the dealership so Christian Brothers did not solve the problem.  Why would I agree to take it back when I was over charged, and the problem was not solved.  My mechanic solved the problem NOT Christian Brothers see attached and that is why it is going to the Dealership.  As you can see from the attachment our mechanic suggested to take it to the Dealership.
  
  Sincerely,
  
  Vi *****

  Business Response

  Date: 01/15/2025

  ********** *****,

  We understand from speaking with Mr. ***** that you are having further electrical issues with your vehicle and you were told by your other repair facility it will need to return to the dealership. We are sorry to hear you are having multiple electrical issues with your vehicle.

  Based on the testing performed by the technician, (please see screenshot and inspection report that I have attached again to this response) your battery had failed and needed to be replaced. Had you brought it back to us when you experienced additional starting issues, we would have been happy to address those for you, but you declined to return to our facility.

  We stand by our previous response.

  Thank you.

  Previous response:
  We are saddened to hear you were dissatisfied with the service you received at our facility on 12/23/24. Based on the information in the repair order and the testing completed by the technician, your battery did need to be replaced (please see attached screenshot and digital vehicle inspection report).
  You were experiencing a no-start condition with your vehicle, so one of the first steps in that testing is to test the battery. You can see from the screenshot and results reported on your DVI report that your old battery was rated for 730 CCA (cold cranking amps) and it only tested at 86 CCA. Your old battery had failed and needed to be replaced. We are sorry to hear that you had additional issues with your vehicle and that you declined to bring it back to our facility so we could determine what additional items needed to be addressed in order to return your vehicle to working condition.
  Based on our technician's testing and the information attached to this response, we stand by our technician's assessment that your battery had failed and needed to be replaced. Because of that, we are declining your request for a refund.
  Thank you.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22733382
  
  I am rejecting this response because:  As I reiterated in the last email, if you did a diagnostic which you charged me over $99 you would have understood it was not the battery at all.

  See the note from ******* and you will find that it was a computer problem NOT the battery.  I am requesting a full refund from you for work not performed.  I am also going to call my credit card company because the service we received was not acceptable and my car is not fixed.  The battery was low because there was a computer issue as noted on the ******* diagnostic.

  
  
  Sincerely,
  
  Vi *****

• Initial Complaint

  Date:07/01/2024

  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 June 18 th this business was hired to do a differential service rear and front. Certain gear oil is advised per manufacturer. This business never told me they planned on using a damaging grade gear oil, no issues warrented a heavier grade gear oil, never got authorization to use any other gear oil other than the recommended by manufacturer. Never told me that this is the only one they use. Just did it, No permission no advising me nothing. The wrong gear oil will damage my differential and possibly transmission.Owner refuses to correct the gear oil unless I PAY HIM. He was already paid to and is trying to get paid a second time.Christian my eye!

  Business Response

  Date: 07/01/2024

  ************** did have her vehicle in our facility on June 21, 2024 for service. The work that was performed that day was paid in full by our *********** in *******, ** by the company's charitable fund. This fund is set aside for people to receive assistance in paying for vehicle repair due to some hardship they are experiencing. ************** had about $1,300 worth of repairs completed on the 21st paid for her on behalf of this charitable fund.

  ************** is now claiming we used the incorrect gear oil when we performed a differential fluid service on her vehicle. She has been told several times now in person, over the phone, and via email that the correct fluid was used to perform this service (please see attachment for the spec sheet for the fluid used in her vehicle).

  She has now visited another Christian Brothers Automotive location in ********, ** claiming that we damaged her vehicle and she was told by the manager at that location that the fluid used was correct, and in fact, the same fluid they use at their location as well.

  There is no further action needed regarding this complaint. 

• Initial Complaint

  Date:03/25/2024

  Type:Order 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.

  3-21-24 Business quoted me a price signed the contract. Next day they called and told me they messed up on hours to fix vehicle wanted ****** more to fix. Told them I'm sorry you made a error but a signed contract was signed they didn't want to work with me at all. Very rude and unprofessional. Apparently these stores do this alone according to reviews. Just want truck fixed for the price they gave me which I signed to proceed with repair at the quote they gave me.

  Business Response

  Date: 03/25/2024

  Customer called and requested a quote over the phone to replace an intake manifold runner control valve. We provided a quote, but informed the customer that the price may change because he was not able to provide the *** over the phone. We also recommended that we perform a diagnostic to confirm this was the part needed to fix the issue he was having with his vehicle, but he declined the service.

  Customer brought his vehicle in to have the work completed and was told again that the price may change due to the specifics of his vehicle and the part and labor needed to complete the ************ the technician looked at the vehicle and the *** was entered into the system, it was determined that the labor time was not correct for the configuration of his vehicle. This determination was made by looking up the labor as recommended by the manufacturer recommendation. The customer was informed of this change and declined to move forward based on the increase in price. The customer was not charged anything and he picked up his vehicle and left our shop.

  I have attached a copy of the estimate for reference.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21473973
  
  I am rejecting this response because:
  I was never told  the price could change , Vin # has nothing to do with all the information I gave them. Year , size engine. **** didn't make 10 different engines. They aren't taking responsibility of their employee mistake. Trying to Weasle their way out of signed quote of ******. They are in breach of contract
  Sincerely,

  
  
  *********************************

  Business Response

  Date: 03/28/2024

  ********************** opted not to continue with the repair after he was informed of the price increase. This was his choice.

  Again, I go back to the information listed on the paperwork he was provided when he came into the shop. I have attached the estimate again for the record. I have also highlighted the verbiage that is listed on the back of the estimate, which is included on all of our estimates. I have attached a screenshot of this verbiage which reads, "This estimate of repairs is based upon our inspection at this time and does not cover additional parts and/or labor which may be required after the work is started." 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21473973
  
  I am rejecting this response because:
  Christian Brothers is not taking responsibility of the price they gave me signed contract of ******. I understand prices can change up to 10%. Not 300%. They are not willing to work this out even though they are at fault. Terrible way to keep customers or new ones
  Sincerely,
  
  *********************************