ComplaintsforChristian Brothers Automotive - Riverview

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 17, 2024 we spent $4,****** to repair a vehicle that needed towed into Christian Brothers repair shop. We picked up the car and a couple days later and oil was all over the driveway. This is after they included an oil change. The vehicle was towed back and we were told they needed $5-10k more to repair the car. This VW Tiguan has been a great car. They also said the first time we paid the $4, ****** that that would fix the issue. Since the second time at Christian Brothers the car shook and all of the light came on and the car shut down. Luckily this was on the street and not the highway. They refuse to make this right saying they took care of the original problem. If they did why is the car in worst shape now. It is not drivable. Our choice is to take it to another mechanic and pay again or have them stand by their work but they are refusing. They lie and we are still without a vehicle as it is not safe to drive. They are saying now it's fine to get it and us off of their back. What happened to the $5-10k has it miraculously been fixed? We are seeking our 4,****** back so that we can truly get it fixed.

  Business response

  08/02/2024

  Our guest brought in a car for over heating in April (she attached the Repair Order).  At the time of the inspection we identified that the vehicle's cooling system was leaking and the fan was not working.  We also noted multiple oil leaks and documented multiple warning lights for other problems.  You can see on the repair order that she attached that she authorized only the cooling systems repairs and declined the testing required to determine why the other dash lights were illuminated.   These oil leaks and dash lights (no check engine light) were present on the vehicle when she brought it in for this very first repair.  She did not choose to address the other issues requiring repair.
  
  On 23 May the guest brought the car back to us because she lost quite a bit of oil.  We looked at the car and determined that brake vacuum pump failed internally and was leaking oil.  Because we like to help our guests we agreed to repair this issue and did not charge the guest. We had no liability for this repair, we did it to try and please the guest.  During this visit, we again saw multiple oil leaks and documented them as well as the warning lights on the dash (there was no check engine light).  She chose not to address or repair these issues.
  
  Two months later on 25 July the guest returned with the car stating that it would not run.  Upon inspection we noted that all the same warning lights (SBS, TPMS, Parking Brake, and Lamp Bulb) were still illuminated on the dash.  There was no check engine light illuminated.  We examined the trouble codes stored on the vehicle and found that there were some voltage codes stored in history.  We test drove the vehicle multiple times driving it for more than 20 miles.  We let the guest know that each time we started the vehicle it ran great with no hesitation or stalling.  We updated the guest with each drive and let her know that we would continue to test the vehicle for this running condition or she could take the car and return it once it acted up.  All of these drives and testing were done at no cost to the guest.  Again, we agreed to go the extra mile and try to help the guest determine the problem with the vehcile that had nothing to do with any of the work we performed.  As the owner, I personally drove the vehicle on 1 August for about 3 miles and it ran smoothly (there were no running issues as described by the guest).
  
  The guest authorized and paid for specific repairs related to the vehicle's over heating problem.  The work we did fixed those problems and to date there is no over heating.  The guest is arguing that we should now fix everything wrong with her vehicle at no cost even when she has specifically declined the recommended work.   Her desired outcome isn't logical.  We have gone out of our way to assist the guest.  We have invested time and money in the guest's car and expected nothing in return. 
  
  We have exceeded the service and assistance that most would invest.  The guest needs to remove the car from our facility.  We cannot put more time and effort into the vehicle.  It has known issues the guest has refused to fix.  It has another issue that the guest has experienced that we can't duplicate.  For the issue we can't duplicate, further testing will be required and that testing will not be for free.   We have agreed to deliver the car to an address requested by the guest because her agent nearby only rides a bicycle and it is too far to make the trip.  
  
  
  
   

  Customer response

  08/07/2024

   
  Complaint: 22079766
  
  I am rejecting this response because: 1. This was a 10 year old car and I asked if this would fix all of the issues. They said yes! My son would not have paid 1 cent for a car that had more issues. 2. They said all that was needed were 2 tires and brake pads which I opted to wait on. 3. Shortly after we received the car oil splashed completely out. This is after we paid for an oil change. The car needed towed back within 2 days. I paid for the part to fix the oil problem. 4. After they apparently took the hose out the car's engine the engine light came on and the car was jerking. It needed towed back again the next day. They told us now we are looking at 5-10 more thousand to fix the car. When I said that the car was never fixed properly they claimed they were testing it and driving it just fine. Yet they needed 5-10 more thousand to fix it! I removed the car out of their lot due to them saying they were going to charge me to leave the car there past Tuesday Aug. 6th because it was taking up space. I gave them an address to drop the car off to because I wanted to see if they would drive it less than 10 min away from their shop. The car is showing 8 dash lights that are currently  on that were not on when the car was serviced 1st second or 3rd *** they had our car.  A 10 yr old car is now ruined at the hands of Christian Brothers. The contract was paid by my son and the contract states that Christian Brothers needed to go through "the person acting on behalf to pay for the repair of the vehicle subject to this repair contract" He was not contacted throughout the process. That breached their contract.
  
  Sincerely,
  
  *******************

  Business response

  08/08/2024

  The information provided for me to respond to is not factual. 
  
  We inspected the vehicle and noted items requiring repair to make the vehicle run (a system of triage because this 10 year old vehicle had many issues).  The issue that was most acute was that the vehicle was over heating.  We did the work to fix the cooling system (this is the $4,000 the guest refers to).  On the estimate that included the $4000 in work, there were other items included that the guest declined (decided not to do).  The guest continues to misinterpret a verbal conversation "that $4000 will fix everything on my car".  The $4000 fixed the cooling system which allowed the car to be operated.  This was the guests primary goal in the transaction.  There are repair items on the estimate presented in writing beyond the $4000 mark.  There were clearly other things wrong with the vehicle.  It is illogical to believe that declining recommended repairs would "fix everything".     
  
  The lights that are currently illuminated on the dash were illuminated at the time the vehicle arrived at our shop.  Even if this were not the case, no work we did on the coolant system would have an effect on the warning lights which are illuminated (Tail light out, Airbag Light, ABS Brake Light, and emergency brake light).  We have never done work or been compensated to do testing to determine the cause of these warning lights.  This is one of the iotems the guest declined on their estimate.
  
  We have been completely cooperative and did work for the guest at no cost (installed a vacuum pump). 
  
  Over the months, the guest developed a concern about a rough running condition.  We agreed to look at the vehicle to see what the cause might be.  We drove the car several times totaling more than 20 miles and never had the car run badly.  As the owner, I even took the car for a test drive to try and reproduce symptoms.  There were none.  We explained this to the guest and asked them if they'd like us to continue to investigate.  We explained that we were not going to do more testing at no cost.  The guest let us know that they would remove the vehicle.  The guest did not remove the vehicle nor authorize us to continue to work on the car.  We gave the guest ample time to make a decision, but let them know that we have storage fees for cars left in the lot.  We continued to stay in touch with the guest throughout the process and even delivered the car to the guest (by driving it).   We went above the call in an effort to help the guest.  

  Customer response

  08/18/2024

   
  Complaint: 22079766
  
  I am rejecting this response because: again the car is not driveable. The original estimate to repair was 4k. They said the car would be in their own words drivable. If a car shakes and shuts down. That is not driveable especially on a highway. We were told the brake pads and tires needed replaced. We opted to wait on that. I spoke to a professional mechanic that said when they originally did the oil change they may have forgotten to put the plug which would explain why oil was all over the driveway and could have caused more issues.  I was at the mercy of believing Christian Brothers did the oil change correctly, but something caused more issues to develop. The 2nd time the car was towed there I paid for the part to fix the oil issue. That's when they said it would be 5-10k more to the fix the car. If they are saying they knew from the beginning there were more issues, I never would have agree to pay ****** for a car that is worth a few thousand. They were not being honest. The 3rd the was towed there they said it was driveable but the lights are showing issues with the airbag, epc light, steering control, and, brake light, esp light and power steering. We are requesting ***** back to take it to another mechanic to look everything over, or junk the car which is what told them originally before we paid the 1st *****. Another mechanic in the area said Christian Brothers are known to add on costs and not give the total price up front so someone could make a decision to even fix a car at all but when you invest half way, you are probably going to keep going.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle to Christian Brothers Automotive to have my car checked out cause of warranty I had. I feel *** I was ripped off by them. I already had told them issue of my car. Never did try to explain nothing to me at all bout prices or nothing. Didnt even get my consent to do a second diagnostic and charged me 300 dollars for what when I already knew the issue. I will be filing a claim against them cause of no type of communication and car wasnt even repaired at all.

  Business response

  07/26/2023

  Hello, I searched my store records for this name, address, and phone number and cannot find a match.  Perhaps the guest had the car in under another name?  Perhaps this was sent to the wrong location?

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service date 5/19/2023 I took my truck in for a diagnosis and they charged us $325 to tell us what we told them what we thought was wrong. They didn't even have and explanation for the lights that keep popping up in the truck. So they over charged us for half and hours worth of nothing. They told us when we dropped it off that if it didn't take long it would not cost as much. They offered no solutions when we brought up our concerns.

  Business response

  05/23/2023

   I do not agree with this guest's claim.  We provided abundant documentation with pictures of all the testing that was performed and detailed explanation of all the results and what would need to be done to move forward. I have included a link to the original invoice RO#***** and the DVI inspection.  Please open and read these documents.  Pay close attention to the technician's comments. We discussed the testing fee with the guest before proceeding and the guest agreed.  We cannot provide a refund for work that was performed exactly as requested.
  
  Summary:
  

  There was a fault code present.  B2213 in the mechanical cluster. The instrumental cluster detected an internal failure. Performed cluster test twice and passed no faults came back.
  
  * The engine definitely is running hot after about ***** minutes and can see on my scan tool. Its 239 and going up Need to Start with the water pump, thermostat and the fan clutch. May have a partially clogged radiator with the pressure cap.Recommendation: replacing water pump thermostat, and the fan clutch.
  
  
  The guest was told if the problem continues the gauge cluster would probably need to be replaced but he would need to bring it back to retest. The temp gauge was going up due to the water pump leaking coolant and he declined the cooling system services.
  

  
  

  Customer response

  06/06/2023

   
  Complaint: 20083799
  
  I am rejecting this response because:

  We were never told that anything was leaking! We never spoke the technician that worked on the vehicle.

  "The guest was told if the problem continues the gauge cluster would probably need to be replaced but he would need to bring it back to retest. The temp gauge was going up due to the water pump leaking coolant and he declined the cooling system services." 

  This above statement is a lie! They never told us any of this. It's not even in the invoice. The pictures show nothing that we were concerned about. They checked brakes and took a picture of the check engine light. They also told us that it COULD BE UP TO $325. NOT THAT THAT WAS THE FINAL PRICE!!!  The lady at the desk said it depended on the time it took and it was barely an hour because I drove by and the truck was already parked in a different spot and a full hour had not gone by from when I got the text saying they started work on the truck. These people are liars and thieves! They didn't work on the truck they just told us it was hot which we already knew that! The invoice doesn't say anything about what is truly wrong with the truck. They with held that vital information. The only solution now is a full refund!!!!! 
  Sincerely,
  
  *************************

  Business response

  06/08/2023

  The guest asked us to test the vehicle.  We received authorization from the guest to test the vehicle.  We tested it and provided the results of the testing. The guest signed the invoice acknowledging the receipt of the vehicle and our findings.  The guest appears not to like the findings and resorted to anger and name calling.  I am not going to continue to be subject to this sort of treatment.  I am willing to discuss things reasonably.

  Customer response

  06/11/2023

   
  Complaint: 20083799
  
  I am rejecting this response because:

  They with held information from their findings. They said so in the last response. The whole thing about the "waterpump leaking" was not in the invoice. No one told that information to us over the phone. Their "findings" according to the written report sound like they had no idea the true issues with the truck. This company does not know how to treat its customers and I will seek legal action if they will not come out and admit their wrong doings. 
  
  Sincerely,
  
  *************************

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