ComplaintsforChristian Brothers Automotive-Cedar Hill

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Awhile back Dad had my car dropped off. I had a verbal agreement that the car (mercury grand marque) would stay there. I was due for a promotion and never got it. Told them I'd call if I have any news. Now that I've called, "we dont have a mercury grand marque on the lot." per ****. What happened to my car? Now that I have news and can pay my car is gone.

  Business response

  06/17/2024

  As shown on the attached invoice, the vehicle in question was brought here September 29th, 2021 and charges for diagnosis paid October 6th, 2021. All repairs were declined at that time. As stated in our disclaimers, and per Texas Transportation Code *******, vehicles left on our premises more than 48 hours after checkout are not our liability and are subject to removal as abandoned. If verbal agreements where made with anyone here, those individuals are long since gone. If the vehicle was eventually removed from the premises due to no contact, the appropriate notices would have been sent to the owner on record by the company removing/storing it, which at that time would have been A-A Arlington Abandoned Vehicle **************.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November, December, January February I took my car to the dealer for a leaking and the front of my car and shaking from the steering wheel each time I had to pay the diagnostic test car was kept overnight or close to a few weeks I paid a large amount for my car to be fixed still doing the same thing maybe worse I am without transportation now I did contact the main office no help at all. I would never recommend this company to anyone

  Customer response

  02/25/2024

  I feel that the company took advantage of me for the work that was suppose to have been done and by me being a black senior citizen woman I guess they thought I wouldn't know  any better the reason why they kept charging so much each time for the work that was suppose to be fixed but wasn't. I would like to be reimbursed some of the money back. "Please"

  Business response

  02/28/2024

  Please find the attached inspection reports from 12/19/22, 01/03/23,02/26/23 and 11/01/23. In said inspection reports its clearly stated and shown that the vehicle had multiple issues from the start,leaking fluids from various systems, failing components, and what would be considered normal wear and tear for a 175k mile vehicle.After cleaning all leaking fluids from the engine/transmission/pumps/hoses, being that liquid blows around and leaks down while driving, the only way to repair in the best interest of the customer is to address what is clearly leaking at that time, starting from the top of the engine. It can be very difficult to pinpoint exactly where its all coming from with multiple leaks,so this is what we consider the best direction to take. During the next 5k miles, and as was expected, various leaks presented and were systematically repaired as such, the power steering pump was replaced after it failed, and brakes where replaced as required.
  
  The most recent repairs on 10/26/23, some two and a half months from the previous visit on 08/08/23 were to address what was stated at drop off as a shaking from the steering wheel, which we knew was an issue from the beginning with the suspension bushings being completely torn and loose. The *** was also illuminated with indication of a failed ignition coil, which we replace in conjunction with the required suspension components and it drove out well after repair with no more constant steering shake. Another fluid leak was noted, being from between the engine/transmission, but oil and transmission fluid were both full and clean. Transmission fluid was oddly very clean, which is suspect with a vehicle of this mileage, but in discussing that concern later with ******************** she states nobody had serviced it, so who knows.
  
  ******************** returned again a few days later with an intermittent shake from the transmission under load around 35mph and the *** illuminated yet again, also stating there was another leak and she had been adding coolant to the reservoir. As is a known issue with ****** CVT transmissions, and most fail with half the mileage of this one, the transmission is failing and presenting various trouble codes for such that had never been present before. The issue may have been present, but vehicle computers stop testing further with a misfire code present, so there was no reason to suspect a transmission problem with the other clearly obvious issues. As far as the leak, it had recently gotten very cold and the radiator is leaking at the upper crimp seam. I personally drove the vehicle later with ******************** and couldnt get the shake to present, but the transmission is obviously not operating as it should and I have no doubt its on its way out with all the fault codes its now presenting. The radiator leak apparently subsided when the temperature went back up, but there's no doubt that issue will return.
  
  After driving with ******************** and discussing the various issues with her vehicle, considering her previous expense, as a goodwill gesture I presented her with the option of crediting nearly $1700 from the previously needed repairs towards what Im aware is an expensive transmission replacement and replacement of the leaking radiator. That was not to be construed as offer of a refund for work performed that was obviously needed, but a heartfelt gesture to move forward under poor circumstances.
  
  We understand how difficult it can be dealing with expensive vehicle repairs, and have poured our hearts, emotions and expertise into helping every customer to the best of our abilities within their circumstances, but we are in fact a business and have numerous families relying on our existence too. After 20 years serving this diverse community, Im honestly taken aback by Ms. ********* most recent comments eluding to some form of being taking advantage of because of the reason she stated. Its hurtful and rude to take this that direction without cause, and I therefor am washing my hands of the situation moving forward.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-6-23, I tk my car to gt it chkd bfre gng out of twn. ***** sd, there were a fw issues, so on 12-8-23 I alwd CB to do the wrk. But on 12-18-23 my husband ws driving my car he noticed a fw issues so I tk it bck to hve thm chck their work. He wntd to be sure all ws dne correct bcse if the gasket isn't sealing properly or is over-tightened etc, it can cse the issues he felt. I drpd my car off on 12-21-23. Soon aftr, I gt a call frm ***** stating tht my timing chain needed to be replaced, and it wld cst $1,200. He sgstd dng it bfre gng out of twn. My husband ws upset and stated if there is smthng wrng w/the timing chain he holds Christian brothers responsible bcse he chkd my car and said there ws absolutely nthing wrng othr thn it felt odd aftr the work thy did! I am disappointed I thght I found a good Christian shop tht wld tke care of my car, honestly!So, nt only did I drive my car out of twn w/o any issues nor did the chck engine light cme on which the mechanic stated wld hpn if there were problems w/the timing chain. Also, spking w/the mechanic, he explained to me the symptoms I wld hve... if the timing chain needs to be replaced. He also said he felt the work I hd dne wasn't needed on a well-maintained car w/less thn ****** miles on it. I agree the symptoms he explaind I wld hve felt/seen/heard or smelled if my car needed the valve cover gasket/cv axle replaced bcse my car shwd no signs of any of ths needing to be done!Now, I feel tkn advantage of bcse of the unnecessary work tht may/may not hve bn dne, but I guess I will knw if work ws actually done once I tke it to be chckd at the dealers. Also, why does ***** now feel my timing chain nds to be replaced aftr I tk my car bck for the 2nd time to hve thm check their work and nt during the initial inspection on 12/6/23? Seems very suspicious since my car didn't hve any of the symptoms of valve/cv axle nor timing chain needing to be replaced. It is sad to scam ppl by dng unnecessary repairs for profit gain.

  Business response

  02/05/2024

  As we have attempted to explain the situation many times to ******************, and it keeps coming back to how they feel, I will reiterate the facts only.
  
  On 12/06/23 the vehicle in question was left with us to inspect for any issues prior to an upcoming trip, noting that they were Not sure *** feel a little vibration and noise... ***be normal because of mileage (65,000).
  
  Upon inspection it was noted that the valve cover was leaking oil, one of the axles was leaking at the output seal from the transmission,spring isolators are degraded, a tune-up was recommended by age/mileage, and fluid flushes recommended by age/mileage for maintenance purposes. Nothing notable was heard or experienced relating to a vibration/noise and ****************** approved repair of the valve cover, axle seal and brake flush, declining other recommendations. *** approved repairs were completed and the vehicle returned to the customer on 12/08/23.
  
  On 12/21/23 the vehicle was returned to us noting a noise from the engine and running rough after 187 miles. *** noise was immediately prevalent,and upon further investigation it was found that the upper timing chain guide was no longer present.Said guide is located between its bracket and the timing chain itself (see picture),which is designed to be under constant tension and cannot just fall out unless theres an issue with the chain tensioners behind the timing cover losing tension.As it is a commonly known issue on these particular engines to experience timing chain failures at low mileage without warning,we assume the vehicle is experiencing this issue and therefor recommended a timing chain kit.
  
  As ******************* declined the recommended repair of the timing chain kit,as a courtesy we replaced the lost chain guide to prevent imminent failure. As long as that guide stays installed per design,nothing further will be experienced from customers perspective,however, we must now assume the initial concern about vibration/noise *** have been intermittent and related to a pending timing chain tensioner failure. ***se parts are internal to the engine and cannot be accessed without disassembly of various components of the front of the engine.
  
  As for the request for refund related to previously identified issues approved for repair, those items have no bearing on current recommendations. We stand behind the recommendation of installing a timing chain kit, as further issue *** present, resulting in catastrophic failure.

  Customer response

  02/07/2024

  Thank you for responding. My husband did not have anything else to say to ***** bcse he was upset and he felt like I was taken advantage of by CB doing work that was not necessary or needed on my car that has less than ****** miles on it. And then after getting the car from CB and him noticing a few things after you guys had worked on my vehicle he was even more upset that instead of checking your work and correcting what may have been missed instead ***** came up with the timing chain needing to be replaced for $1,200... which wasn't mentioned in the initial check on ****. 23. What I don't understand in talking with the mechanic and him explaining the symptoms for valve cover gasket / CV axle and timing change my car wasn't experiencing any of those symptoms so I agree with the mechanic that unnecessary repairs were done and unnecessary repairs like the timing chain needed to be replaced was recommended. As far as a replacement of the timing chain guide as a courtesy that was not replaced as a courtesy, I was charged $65. And I really didn't think that CB would give me a refund but just thought I would give CB the opportunity to do the right thing, so thought I would ask because bcse I feel like these repairs may or may not have been done because they weren't needed nor in the mechanics opinion were they necessary. I just wish instead of having CB do the work that I would have spoke to my husband first and made sure that these things really needed to be done before I paid CB to do it, but it is my fault bcse I trusted CB bcse I used Christian Brothers before, but maybe then it was under different management and I believe CB had a A rating. Also, I wish I had checked BBB and saw the complaints and the ** rating that CB have before taking my car there. So far my car seem to be running fine, but if I do experience or notice any of the symptoms the mechanic explained to me that  indicates timing chain need to be replaced I will take it to the mechanic my husband spoke to at the dealership.  I will say this in closing... I am a person that takes very good car of my car and I believe in doing whatever is necessary to keep my car running like new especially since I will be giving this car to my grandson, so you lost a great customer. Thank you for responding, and have a Blessed day

  Customer response

  02/12/2024

  I am rejecting this response because:   

  Thank you for responding. My husband did not have anything else to say to ***** bcse he was upset and he felt like I was taken advantage of by CB doing work that was not necessary or needed on my car that has less than ****** miles on it. And then after getting the car from CB and him noticing a few things after you guys had worked on my vehicle he was even more upset that instead of checking your work and correcting what may have been missed instead ***** came up with the timing chain needing to be replaced for $1,200... which wasn't mentioned in the initial check on ****. 23. What I don't understand in talking with the mechanic and him explaining the symptoms for valve cover gasket / CV axle and timing change my car wasn't experiencing any of those symptoms so I agree with the mechanic that unnecessary repairs were done and unnecessary repairs like the timing chain needed to be replaced was recommended. As far as a replacement of the timing chain guide as a courtesy that was not replaced as a courtesy, I was charged $65. And I really didn't think that CB would give me a refund but just thought I would give CB the opportunity to do the right thing, so thought I would ask because bcse I feel like these repairs may or may not have been done because they weren't needed nor in the mechanics opinion were they necessary. I just wish instead of having CB do the work that I would have spoke to my husband first and made sure that these things really needed to be done before I paid CB to do it, but it is my fault bcse I trusted CB bcse I used Christian Brothers before, but maybe then it was under different management and I believe CB had a A rating. Also, I wish I had checked BBB and saw the complaints and the ** rating that CB have before taking my car there. So far my car seem to be running fine, but if I do experience or notice any of the symptoms the mechanic explained to me that  indicates timing chain need to be replaced I will take it to the mechanic my husband spoke to at the dealership.  I will say this in closing... I am a person that takes very good car of my car and I believe in doing whatever is necessary to keep my car running like new especially since I will be giving this car to my grandson, so you lost a great customer. Thank you for responding, and have a Blessed day

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2006 f-150 to this location 7/24/2023 to get a tune up. My truck sat there almost a week before they got around to it, When I called to check on it they said it would be $2100 to do a tune up, I told them that is too much and I was coming to get my truck. The person I was talking to said the owner didn't call you and I said about what he did not. He said my back window needed to be replaced someone had broken it out with a rock. I said ok let me know when its repaired. I decided to go up there and see the damage to my truck took some pictures and filed a police report because they were not going to. Finally after another week I got my truck back and there was still glass everywhere when they said they had cleaned it up, and I noticed the front driver side window looked like whoever tried to break it out it didn't break and my back seat they had taken out to repair the rear window was not installed back like it was. so I took my truck back up there 7/31/2023 to show ***** and he said it would get taken care of I will call you back and never did. I took my truck to get it inspected to get my registration 8/18/2023 and the guy let the window down while he was inspecting my truck and when we let it back up getting ready to leave the window broke. I went to see ***** the same day and I asked him did he forget about me he said yes can you bring it in 8/23/2023. I took my truck up there on the 23rd and the next day he called me to say the motor for my window was not working and it was going to cost me $375 dollars I think to fix it because the broken window wouldn't cause the motor to go out. I said its their responsibility to fix it because the window was working before all this happened. he said he will get the owner to call me and he has not again. I tried just a little while ago to call and talk to *****, but they left me on hold and he hasn't called me yet to let me know what's going on with getting my window completely fixed on my truck.

  Business response

  08/25/2023

  There's really nothing much I can add, as we were not actually liable for the vandalism on our property or the cost to replace the windows, but did so anyway. As for the regulator assembly for the drivers window, I'm glad you cleared up when it failed, which was when not in our possession. That window was not broken, but pitted from the rock thrown against it, which in itself has no bearing on the regulator failure. If there was any sign of an attempt to pry it down, which could have possibly damaged it, we'd have a different view, but there is no sign of such action.

  Customer response

  08/25/2023

  I am rejecting this response because:   because my window was fine until it was broken into on their property. The window broke because it was severely damaged by the blow of a rock and did not break. everything was fine on my truck and if you guys would have fixed the window when you said you would we wouldn't behaving this conversation.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Around December 28, 2021, Christian Brothers repaired damage on my vehicle due to an hit and run. They found and fixed the following issues:RO #****** Passenger STRUT ASSEMBLY PASSENGER CONTROL ARM PASSENGER SIDE INNER TIE ROD END Shortly afterwards, a few weeks to a month later, I started hearing a creaking sound when exiting my driveway. This sound started to get worse over time and eventually could be heard accelerating, stopping, turning, all during slow speeds, less than 20mph. Coming from the front passenger side.In Mid May, I took the vehicle back. Told them what I was hearing. We did a drive test and reproduced the noise at will. I told them it was coming from the passenger side suspension. However they told me they needed to do a ~$75 Noise, Vibration, Harshness Test. After completing the test, they told me that the noise was coming from the driver (Left) side and that I needed the following:Left Front Strut, Control Arm and Stabilizer End Link I told them that couldn't be correct, the noise is not coming from that side. They said that sometime when you replace parts on one side the other side can make noise. I did not have them replace the parts.Around June 2nd I took my car to the dealer. They confirmed the noise coming from the passenger side. Showed me video of the torn boot on the passenger side. Same side that Christian Brothers worked on. They said that they hear no noise coming from the driver side.I checked the car myself, then returned to Christian Brothers, who had charged me ~$75 to use a tool stating noise was coming from somewhere else. I told them what the dealer said and that I had paid another $150 for them to confirm what I already told them. So it cost me $220 and 2 weeks to get them to fix something that I had already told them about. The fixed the issue and told me they will *********** of me. However, they stopped returning my calls, text and even corporate did not respond when I made a formal complaint.

  Business response

  01/13/2023

  Although we replaced the original lower control arm under warranty for the torn boot issue, the noise is still there and we stand behind the diagnosis of coming from the other side. We would be happy to readdress the issue at any time, and again verify our work at no charge. We would also like to request a copy of the "diagnosis" from the aforementioned dealer the vehicle was inspected by.

  Customer response

  01/24/2023

  ***Document Attached***
  Christian Brothers did replace the lower control arm under warranty as I mentioned in my initial post. However, they state in their BBB reply that the noise was still there. That is false. The noise went away immediately and has not returned even to this day. I don't understand why they won't admit that someone read Left side as the Passenger side instead of the driver side. I had no work done on the driver side by them, myself or anyone else.
  
  Please see this link from the dealer that shows their diagnostics.
  
  The torn boot on the passenger side can be seen starting at around minute 2:20 and throughout. The tech is also very detailed in stating where the noise is coming from and why.
  
  **********************************************************************************
  See Attachment/File: 2017 ***** Auto Report ******.pdf

  Business response

  02/02/2023

  As the technician that checked your vehicle is no longer employed here, I apologize for the confusion on the issue. However, I was able to speak with him and get some clarity as to the events and why/how we arrived at this point. I've been told we were unable to recreate the creaking noise during our diagnosis, and at that time should have driven with you and been more thorough in identifying the issue. The torn boot should also have been identified, and been replaced under warranty at that time. Being what was perceived as a different issue, we requested a chassis ear diagnosis and found a popping noise from the drivers side, but that apparently was not the issue in question. Again, we're sorry for the confusion and will take responsibility for for it, hoping to learn from it for the future. We will therefor provide you the refund as requested.

  Customer response

  02/07/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks to Christian Brothers for taking accountability.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 9/30/2022 I took my vehicle, 2009 Ford Escape XLT 2.5L 4cylinder gas, because it was having a problem with starting. They told me the problem was oil leaking from gasket that had clogged the starter. They removed and replaced the started motor and valve cover gasket for $1045.19. They said their work had a three year waranty if I still had the problem. When I got my car back it was still having the same problem with starting. It was late and I needed the car to drive to work the following day. I returned to the Christian Brothers Autoshop on 10/10/2022 ( on my day off). They promised to call me back when the car was ready, which they never did. I called them later in the afternoon only to be told that the problem was the lock cylinder and housing which needed to be replaced for $1144.78. I am not a mechanic and I trusted them for their expert opinion. I believe they misdiagnosed the problem the first time and I shouldn't have to pay another hefty bill for the same problem

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my survey from Christian Brothers to the text link sent after service and never got a reply or follow up. apparently they only display 5 star reviews and none lower. looks like they are being deceiving, why is my review not being displayed for others to see? So I'll just add it here as well. My concerns for my vehicle were not looked into or addressed when I first took my vehicle in for repairs. They only seemed concerned or interested with one of the issues I brought up to them about my vehicle. When I was picking up my vehicle after the repairs were done that they said were needed, the mechanic that brought the vehicle around then mentions that the vehicle needed the u-joints repaired and was not sure why the mechanic that did work on it not mention it. So I had to leave it there so they could fix the u-joints since it would not be safe to take the vehicle. Even after they claimed it was good to go!!! Then they finally decided to look into the other concerns I mentioned and came back with about $3,000 in more work it will need. Well the u-Joint that they supposedly fixed just fell out my vehicle in the middle of 635 in Dallas. Oh we are also on the way to our daughters college graduation and will be late to that because of the service this shop has provided us. I did email David the owner and have yet to hear anything back from him. I have already sent numerous email and yet nothing. Also James the shop manager has not even apologized or accepted accountability for the failure in the service they have provided. It is sad that a customer needs to escalate things for them to be addressed. James manager is claiming that some other work done on the vehicle was part of the issue. keep in mind this is work they recommended to do but we decided not to have done by them, because of the experience so far. it was say bar bushings on the front and rear which are in on way connected to the u joints they worked on nor the drive shaft. They claim to be trustful!

  Business response

  06/30/2022

  As shown on first repair order, the vehicle came in for a traction control and check engine light being on and going into limp mode. When customer asked if they wanted it looked over for other issues, they stated they knew it was old and had issues, and just wanted to address the running problem. Running issue was diagnosed, estimated, approved and repaired as such, for which there has been no further discussion or knowledge of issue. Although not initially looked over for other issues as stated, when backing vehicle out heard noise from u-joints, which was bad enough to be a safety issue so brought it up with customer. At that time they stated they had initially wanted it looked completely over, so we then did as they asked, included the complimentary inspection, and provided an estimate, for which they only fixed the u-joint issue and declined the rest. Two and a half months later they had an issue with the u-joints we had replaced, which just happened to happen after having the vehicle worked on at another shop, but regardless, we repaired under our warranty. We stood, and continue to stand behind our work, but have been personally belittled and condemned as a company from the time the follow-on estimate was provided. We have no intent of further interaction with said customer, outside of our current warranty obligation.
  See Attachment/File: ***************************** 1st RO

  Business response

  08/05/2022

  Business Response /* (1000, 9, 2022/06/30) */ As shown on first repair order, the vehicle came in for a traction control and check engine light being on and going into limp mode. When customer asked if they wanted it looked over for other issues, they stated they knew it was old and had issues, and just wanted to address the running problem. Running issue was diagnosed, estimated, approved and repaired as such, for which there has been no further discussion or knowledge of issue. Although not initially looked over for other issues as stated, when backing vehicle out heard noise from u-joints, which was bad enough to be a safety issue so brought it up with customer. At that time they stated they had initially wanted it looked completely over, so we then did as they asked, included the complimentary inspection, and provided an estimate, for which they only fixed the u-joint issue and declined the rest. Two and a half months later they had an issue with the u-joints we had replaced, which just happened to happen after having the vehicle worked on at another shop, but regardless, we repaired under our warranty. We stood, and continue to stand behind our work, but have been personally belittled and condemned as a company from the time the follow-on estimate was provided. We have no intent of further interaction with said customer, outside of our current warranty obligation.

  Customer response

  07/24/2023

  I did not decline and just want the running issue addressed. ***** even stated that he also owned the same type of vehicle and knew of some issues they have. I repeated my concerns to him that the traction control was being set off and activated and would hear some metal grinding when on a steep hill at 70mph. I mentioned to him that i think it is something with the driveshaft. Which he did not even bother looking into the first time I took in the vehicle, only wanted to and concerned about replacing the traction control module that was also the most expensive repair on the list and was all being caused my the u-joints needing to be repaired which they decided to ignore.
  Not until I was picking up the vehicle the next day did the say anything about the u-joints needing repair until a different mechanic backed out the vehicle out the shop. that should have been noticed when they moved the vehicle into the shop by the first mechanic that did the work.
  Just because the issue came about 2 month later means very little. After the truck was brought home form the second of third attempts to make the repairs correct it was maybe driven 3 times in that time and a total of 14 miles each time. Not everyone drives their vehicles everyday, we have several others vehicles we own and use and some go weeks or even up to a month without needing to drive them so they sit there parked. Those u-joints failed because your mechanic failed to tighten them to the correct torque.
  Not till the third time did it take for them to repair the u-joints. We still have traction control issues on steep hills at above 60-70mph.
  We refuse to take it back to this shop because of their poor service in both repairs and customer service.

*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. ↩