ComplaintsforChristian Brothers Automotive Crestwood

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 29, 2023: We took our Suzuki Grand Vitara to Wal Mart Middletown for an oil change. We had driven to Fort Knox from Louisville the day prior in this same vehicle. I give this detail to show HOW FAR and the CONDITION of our engine. Our car was STILL OPERABLE AND DRIVABLE. At his check up, it was suggested that we have a certified mechanic look at a possible oil leak, though there was NOTHING leaking from it. It was running SMOOTHLY WITH NO SOUNDS OR SMELLS. May 30 2023: Our car was taken to CHRISTIAN BROTHERS AUTOMOTIVE CRESTWOOD to have their mechanic "LOOK AT OUR CAR" to see what was wrong. May 31, 2023: We got the call that our car was ready for pickup, and that it would cost us $170.25 just for that LOOK. We trusted that they said everything was fine. June 02, 2023: We drove our car for the first time since getting it, and as we press on the gas pedal, a loud clanking noise and popping sounds were heard from our engine. We immediately turned around because we knew it WASN'T SAFE to drive now. We were SHOCKED! THIS IS NOT OUR CAR THAT WE GAVE THEM. June 02 2023: Our car was taken back to them after my husband spoke to the manager *****. He assured my husband they will fix it and return my car the way they got it. June 03, 2023: Picked up our car. The auto shop is close to our house so when we picked it up, it was almost closing. Upon driving it around AGAIN there was now no popping sound. Instead, there is a BURNING SMELL, AND A LOUDER CLANKING NOISE that my whole neighborhood can now hear us coming down the road. June 05, 2023: contacted ***** AGAIN, yet he "claims" that all they did was clean the engine. On their report/RECEIPT that was given on the invoice, they ADMITTED: "AFTER CLEANING NOTED VEHICLE IS RUNNING POORLY WHEN TRYING TO DRIVE VEHICLE." So in other words, my vehicle was running FINE, BUT AFTER CLEANING, IT WAS RUNNING POORLY. Any grown adult will recognize that if it doesn't sound right AFTER cleaning, it means something was DAMAGED.

  

  Business response

  06/12/2023

  We brought the vehicle back in for a second time and found that the catalytic converters were plugged, causing the poor acceleration and clanking noise underneath.  While there is nothing we could have done in cleaning the oil off of the engine to have caused a catalytic converter failure (if this were the case then all catalytic converters would fail whenever cars are driven in the rain), we determined that the right thing to do would be to replace these converters for the customer. We also recharged the air conditioning while we were working on the exhaust since we had the system apart and it was low on freon. We test drove the vehicle again with the customer and she said she was very happy with the performance and that she would be withdrawing her complaint right away.

  Customer response

  06/12/2023

  
  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 had filed my complaint after getting nowhere with the shop manager, and after hours of leaving my number for the owner. After my complaint was filed, *** ****** reached out, and we had an agreement that he will fix my car and return it the way it was before the incident at NO COST to me. In return, I would remove my complaint. He had kept his part of our agreement, and I will keep my part by withdrawing my complaint against his business. Yes, they not only towed my car back to the shop, replaced the converter and gaskets, and made my AC cooler than before. My car is now working normally like before, and I am very satisfied with the way this incident was handled. I would like to thank *** ****** and his manager for the kind welcome I received when I went there to pick up my car. Also, for being an honest businessman. He has restored my trust in his business.
  
  Sincerely,
  
  ***** ******

  
  

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• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle to Christian Brothers Automotive to get looked at because my ******* & I had noticed something leaking from under my car in our garage. They got us in on a Friday, & by Monday had called suggesting an oil change/serpentine belt replacement to which we declined after finding somewhere else to do the work for $200 less than what they were asking for. He advised them to just continue to look for the issue in which we had brought the SUV in for & to call us once the inspection was complete & they had spoke with my warranty company. They next day I receive a call from my ******* stating that a tech had called him to say that while working on my SUV they had broke something, but that can be expected with older cars, & wanted to know how we wanted to pay for the charges? My ******* confused asked what was the total for what the man was referring to? To which he answered was over $2,000. He informed the man that he would be contacting our attorney & wanted the name of the owner there & to let him know that we would be calling back to speak with him in the morning. When my ******* went to pick up the vehicle & I guess they tried to "work" with him on the cost, & what was supposed to be $400 was now $840 because they were only charging him the price that they would pay for ordering the parts. (this was paid without my knowledge until seeing the receipt when I got home). Furious is an understatement as to how I feel about this whole ordeal because in the end my car is still not fixed! They only corrected their mistake with our money! I'm honestly appalled at the fact that they felt comfortable enough to & ask us for money to fix their technicians mistake! They should of fixed the issue that I brought it in for, & not waisted time trying to find any other additional fees to hit us with. I was more than willing to pay for what my warranty didn't cover, but their mistake is on them, not the customer!!! And they call themselves Christians! More like scam artist!

  

  Business response

  12/20/2021

  The customer needed a water pump replaced.  We called their warranty company, who told us the water pump would be covered but nothing additional as we had explained to them that the plastic lines typically break due to age as we attempt to remove them on these older Mercedes SUV's.  We called the customer (*******) and explained this issue to him and let him know that if these old plastic lines break during removal, the cost would be approximately $1,800 to replace them because the warranty company will not cover the lines.  The customer gave us permission to do the repair, knowing that the lines breaking was a possibility.  As expected, when the technician began removing the lines, two of them cracked.  We immediately called the ******* and explained that what we thought would happen, had in fact happened.  He called back to tell us how upset he was about this so, I (as the owner) spoke to him and politely explained that this was what we had originally discussed with him.  He felt we had not fully explained the potential for the lines to break.  In order to be totally fair with him, I chose to give him the parts at my cost of $400 and I agreed to give him the labor for free (approximately 4 hours).  At this point, he could have chosen to take the vehicle elsewhere to be repaired but he said he now fully understood my explanation of the issue and he appreciated my willingness to work with him.  We did the repair, he picked up the vehicle without complaint and then I get complaints from the wife after everything was agreed to and done.  I feel we have been more than fair with the customer in resolving the issue.

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