ComplaintsforChristian Brothers Automotive

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1,2024 I pick up my car at this service facility after being there for 8 days. Diagnosis and recommended costly repair was done. They kept my car for 2 days more after the repair was done because they claimed they still have issues with the cold start,misfire and rough and shaking while the car is on idle ( which is the main reason why I seek their expertise ). Spoke to **** ( main mechanic ) and was told they could NOT figure out what causing this issues and recommend to bring it to a *** dealership to better diagnose the problem and return to them with any issue found. Drove my car home, unfortunately I wasn't able to test drive the next day since I was leaving out of the country for 2 weeks ( which they are aware ).Got back home and start my car to test drive it and issue still same, rough shaking while idling then stop. turn it off and restart and engine service lit on, called them right away and instructed to bring it back which I did. they kept it again for another 3-4 days and still unable to give me the right answer to the dilemma . and recommended again to take it to *** dealership. and return to them for any issues afterwards.So took it to ************ Specialist kept the it for almost 2 weeks, found and throttle gasket damaged and replace it,but also could not find the rough and cold start issues, so even them recommend to dealership consult. Which I finally did brought it to ****** *** *********.They did an extensive diagnosis and took the engine apart and found a Worn Valve Seam seal which is the main cause for the initial malfunction and oil leak to spark plugs and into the cylinder. recommend to replace the whole engine.Drop by Christian brother after I pick my car from the dealership and spoke again to ****, and he said he thought that was main issue when I pick it from them after the costly repair. No compensation was done for this missed diagnosis and repairing costly a secondary issue instead of the main problem. 'It is what it is." as replied on end of our frustrated conversation.My main complaints is that there is NO Full Disclosure on this company .that they could not capable of diagnosing properly and charged me a costly repair that did not fix the main problems. They should have not took the task of a job that did not repair the problem, it is misleading and unethical business practices, and no compensation was offered. I would like to be compensated for a refund. Partial if not Full.hoping for your HELP in getting a positive outcome for this complaint THANK YOU.Christian Brothers invoice # ******* For reference: ************ Specialist invoice # **** ****** *** of ********* invoice #****** ********************* **************************** complaint to :Christian Brothers automotive ******************************************* tel # ************ email : ****************

  Business response

  05/03/2024

  Regarding *********************** 2006 *** 650i with ****** miles:
  First, I apologize for the situation, it surely wasnt easy on Mr. ***** or us.  When the vehicle came in, it had what we call a dead miss.  The complaint was that the engine was running rough, vibrating, and shaking at idle.  We confirmed that there was an ignition coil not firing causing the constant misfire.  When we pulled the ignition coils out, we noted that several of the spark plug tubes on each bank were filled with oil, saturating,and compromising the ignition coils.  The oil was in the spark plug tubes due to leaking valve covers, which are made of plastic on this engine.   Plastic is being used on more and more models where they used to be made of aluminum.  Unfortunately, the plastic warps easily causing leaks.  When the valve covers warp and leak, the repair is replacement.  Our DVI, Digital Vehicle Inspection, that was sent to the customer stated that the valve covers, ignition coils, and plugs needed to be before further diagnostics can be done.  The customer also received pictures of the oil soaked ignition coils.   In the DVI was also a note that stated, Also on cold start, oil smoke pours out of the exhaust , may be using oil.  Unfortunately, we had to start with the Ignition coils and valve covers because they were causing the immediate concern of constant misfire. 
  After we received the customer approval and replaced the Valve covers, spark plugs, and ignition coils, we noted that the car would misfire for about a minute upon cold start, then start running normally.  We did keep the car for several days after our repair as the diagnostic was difficult due to short amount of time that the misfire would happen and having to wait until the car sat for some time before it would happen.  We suspected that the engine was using oil and causing the cold start misfire but were unable to confirm that and didnt want to recommend a very expensive motor without being absolutely sure, so we asked the customer to return to *** for an opinion. 
  Mr. ***** returned to ** asking why we replaced the parts that we did.  We attempted to explain that we have to start with what we can see and what is causing the immediate problem.   Every other repair shop, including *** would have had to start the same way we did.
   I also want to note, because I dont think its clear.  The leaking valve stem seals causing the cold start misfire and the oil smoke out the exhaust was not causing the oil in the spark plug tubes.  They are two completely different issues.  Nobody would expect an ****** mile motor to be using so much oil that it is causing a brief cold start misfire. 
   In response to the statement that we dont give full disclosure and are unethical, I dont feel that is true at all, we noted what we could and made the repair that we had to make to start the process, even noting that we had seen oil smoke from the exhaust.  We were as honest and transparent when we gave updates during the diagnostics after the initial repair. 
  In response to the statement we arent capable of diagnosing properly, we correctly diagnosed the initial issued causing the complaint, and thats where we had to start.  After looking it over for several days, we suspected bad valve stem seals but didnt want to recommend it unless we were absolutely sure.  Based on the Repair orders we saw, the vehicle was taken to  Bimmer Motor Specialist, which is a *** specialist, and they didnt feel comfortable recommending motor repair either as they also asked the customer to bring the car the *** dealer.
  In closing, I would be happy talking to Mr ***** to try and come up with a resolution.  Full refund would be impossible as we also had a lot of money in the car.  It wasnt diagnosed incorrectly and we didnt charge for anything the car didnt need. We did exactly what any other car repair facility would do.   Mr. ****** email me at ************************* so that we can talk about it.
  Thank you

  Customer response

  05/06/2024

  Christian Brothers initial diagnostic was incomplete. ****** *** when they took apart the engine has found a valve stem leaking even after the repair done at CB. which causes to saturate the new spark plug replaced . if they did a thorough exam and point to me that the main problems that causing all these is the valve stem leak and it would be costly ,they should have not recommend all the repairs they did,if the problems were not solved. the initial malfunctions still exist after the repair. *** tech told me the oil is still leaking,and the spark plugs were full of oil,misfire and rough shaking start. what was the use of the expensive repair they did if the original issue still exist and never went away.

  On part of their respond,  " we suspected bad valve stem but did not want to recommend unless absolutely sure."   this statement itself that  the main cause of the problem not found by them and had a repair that did not solved the problem but started all over again.

  Customer response

  05/10/2024

  I am rejecting this response because:   
  

  I have emailed *************************** at Christian Brothers.but never got response yet. *** asked if he can call me but didnt get any.He want to discuss the issue by email but I prefer to talk to him.

  Business response

  05/10/2024

  Hello Mr. ************************* I am more than willing and want to talk with you.  Please call me on Monday, I'll be here from 6:30am to 5pm.   ************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday (04/07), Christian Brothers Automotive replaced my engine valve in my 2012 ******* Azera.Saturday (04/08), my wife and I are traveling at 75 mph on the highway as I notice the interior of car going in and out and my accelerator not working. My brakes begin to stall and my wife starts to have a panic attack. Im able to get off the highway and as I slowed down, I begin to lose complete control of the vehicle and made it to the middle of a street of the access road.Im not able to put the car in neutral to roll it to a safe location and weve been waiting about 30 minutes for a tow truck. Were on a road where 18 wheelers go to a distribution center and were blocking a part of the road so every driver has to adjust.This is unacceptable as a service and my wife and Is life was at risk today due to negligence.Theyre closed over the weekend so we wont be able to receive service until Monday (04/08).

  Business response

  04/13/2023

  On March 10, 2023 ********************* brought his 2012 ******* Azera with ******* miles.  Customer stated that the A/C wasn't cooling.  A/C repairs were suggested including a hose and Service ports.  Customer also elected to do a Fuel induction service, headlight restoration service and a wheel alignment.   It was noted on the Repair order at that time that the timing chains were very noisy and that we recommend repairs soon.  It was also recommended that the valve cover gaskets be replaced due to oil leaking.  The customer declined these other repairs at this time.  We did special order an Oil Control Valve plate to be installed later.

  On April 7, 2023 with ******* miles, customer returned to installed the special ordered Oil Control Valve cap.  This was a very easy quick repair.

  On April 12, 2023 with ******** miles customers vehicle returned to our shop on a tow truck.  This is the condition for which the customer opened the ******************** complaint.  Upon testing the vehicle it was found that the alternator had failed.  The alternator was replaced.  The customer had apologized for coming in the way that he did, but he didn't mention this complaint.  The alternator was a separate failure that had nothing to do with our repairs.  The leaking valve cover gaskets do sit right above the alternator so there is a possibility that the oil had leaked onto the alternator and probably contributed to the failure.  Also, with the car being 11 years old with ******* miles is also a contributing factor.  The customer seemed satisfied when we left and seemed to understand what happened.  We appreciate his business.  

  Attached are the repair orders described above for this vehicle.

  Thank you

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