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:11/04/2024

  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.

  1 Nov 2024 I had a scheduled appt with Christian Brothers Automotives that I made two weeks ago. I made the appt for 1 Nov @ 1400. I called the establishment to update them that I was getting my sons vehicle towed because the oil light was on, and I did not feel safe for my college son to drive the car all the way from school to the location. I spoke to a **** the service manager and he stated that I was not on the schedule for the today. I was on the schedule 25 October 2024 @ 1400. He stated that confirmation text was sent twice to confirm the appt for the 25 October @ 1400. However, I do not remember receiving a text trying to confirm this appt date/time. I never booked that time in the first place. **** stated that I could still drop the car off, but he would have to keep and would not be able to service it until Monday. I told **** that this is putting myself and my son in a difficult situation because my son attends school and now you are saying you cant evaluate the car until 4 Nov 2024. If Christian Brothers seen two appointments times why not call the customer to confirm which is accurate appt time. Instead, off telling the customer the day of the appt you never had an appt on that day then stating we sent you text messages. I feel like that this situation could have been handled in a more professional way and this shows very poor customer service skills.

  Business Response

  Date: 11/14/2024

  ***** ***** was scheduled on Friday, October 25th at 2 p.m. & she was a no show. Before the schedule date Mrs. ***** received 3 automated text messages concerning her appointment date and time for Friday, October 25th. Our system sends out a reminder the day before the scheduled appointment as well. ***** ***** then called on Friday November 1st. She was stating that she was running late for her appointment because she was having her vehicle towed into the shop. She said that she had an oil light on, and was afraid to drive the car. It was explained to her that we did not have an appointment scheduled for her on this day. We had her scheduled for the Friday before on October 25th. We did tell her that we would not be able to see the vehicle on Friday, November 1st, but that we could look at it on Monday, November 4th. She wanted us to do a transmission fluid service on her vehicle, but because it was being towed in we could not simply do the transmission fluid service without performing a before and after test drive. Since the vehicle was being towed in; we would require a diagnosis to determine if the vehicle could be driven safely to perform the requested service. Customer requested to speak with the owner (***** *********), the Service manager **** *** told Mrs. ***** that ***** was not in the shop, but that he would call her back asap. Customer was frustrated with that response and hung up on ****. He called her back thinking they were disconnected, and she said that she intentionally hung up on him, and hung up on him again.      

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I have a warranty Thur RBF ************ name is Assurant . I have signed No papers with Christian Brothers. I called Christian Brothers talked to *************** writer on Friday November 17, 2023 at 5:29 p.m. and he told me my cost I told him I couldnt pay it Had only saved the 250$ my part after the warranty paid. I was looking at bring my car home and parking it in the driveway but give me weekend to see if I could figure out something. Told him not to order parts but he already did. He said he would talk to his manager on Monday, manager was gone for the day. I called Assurant and talked to them on Friday and Monday morning. I called Monday 11/20/23 at 11:16 a.m. and talked to ************ and **** hasnt talked to manager and I never received a call back on Monday. I m on a monthly retirement income. I took my ************************************************************************** 250$ . Now after 3 weeks of my vehicle been there at Christian ***** I found out my part is way out of my income range to pay to have it fixed. The charges Christian Brothers turn in to Assurant is not what they telling me its way higher. I need help on resolving this issue and finding out the truth. I have been advised to take my car to a differ shop and pay Christian Brothers for the Diagnostic testing. Thats even an issue in cost. Assurant has one price from Christian Brothers of 495$ and Christian Brothers says 612.36$ . I have told Christian Brothers I cant afford to pay them , I only saved the 250$ that I was expected to pay. Im need help. Extended Warranty Contract WMHCKPRN 2. ************ 3. Customer States The vehicle will not start - CRANK NO START.If the battery is disconnected and then reconnected the vehicle will start.4. Claim Number 36561695Authorization Number CP-********-1117230942Warranty Pay Parts $1561.88Warranty Pay Labor $2046.00Warranty Pay Tax $128.86Customer Deductible $250.00Total Warranty Pay $3486.74Total Customer Pay $2188.92

  Business Response

  Date: 12/20/2023

  ******************* brought her vehicle to Christian Brothers Automotive in *******. We emailed her the recommended repairs for her vehicle.  She approved the repairs, and she was concerned about the cost. We ordered the parts and 2 days later she called back and canceled which was going to leave us with a restocking fee due to special ordered parts that were not returnable. We backed down the recommended labor hours by 5 hours to help her out, as her extended warranty company would not cover the total cost for repairs due to a discrepancy with the labor guide and hours needed to perform the repair. We also worked out a payment plan option for her so that she could do the repairs and still pick up her vehicle even with an outstanding balance. We completed the repair and have been in communication with *******************. Our goal is to work with her throughout this process and be as helpful as possible.

  Customer Answer

  Date: 12/20/2023

  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.
  
  Regards,
  
  *****************************