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Complaint Details
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Initial Complaint
05/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
March 11 I took my 2002 ****** Tundra to Christian Brothers Automotive in ******* **. It was not going into gear without revving the engine. *** determined it was the rear differential. We asked who they would do the work and they said American Differential. We were going to have it towed to American, but *** said they only charge us $120 above what American would charge. This sounded very reasonable since *** said we would have to tow it over to American. We contacted American and got an estimate of $1500-$2100 and that is with American pulling off and putting on the rear end, which *** would charge us to do. We went to pick the truck up on the 15th of March and the differential repair cost was $2995. This was about $1000 more than expected. When we picked up the truck we asked for the invoice from American and we were told it would come in after the first of April. We waited until after tax day and I went into *** on 4/16/2024. I was told that the accountant would not be in until Thursday but she would email me the invoice and confirmed my email address. I called on Friday and was told that she had left for the day. I called again on Monday and the owner or manager got on the phone and asked me why I wanted the invoice. I explained the situation and he said "the invoice is not broken down per vehicle and it does not matter what American charges us". I told him it very much matters because we made our decision to leave the truck with *** based on that exact information. He proceeded to tell me that I would not be receiving the invoice that it was none of my business. Very specifically on the *** website it states that they function with integrity and transparency, which is false advertising. I contacted *** corporate office by email and have yet to hear back from them. I have contacted American Differential by email and they have not responded either.Business response
05/06/2024
Mr. *** we are grateful for the opportunity to assist in the repair of your 2002 ****** Tundra. The beginning details of our interaction as you described from an initial phone call are flawed as the tow charge from us to you if needed to be towed would have been $120. Over the phone we would not tell you that we would just charge you $120 over what a vendor would charge us for at that time we had not even evaluated or seen the vehicle or spoke with our vendor. Your vehicle was driven to us to evaluate your vehicle concerns with diagnostic authorized & performed by the technician. U joints as well as rebuilt differential was determined needing replacement but only the rebuilt differential was approved at that time. After American Differential as well assessed the vehicle & concurred that the u joints as well needed replacement did you authorize the labor portion as we allowed you to supply to us your parts for the repair. We do receive statements from all of our vendors and are not obligated to share these with any customer upon request for they are confidential documents of the business. Functioning with integrity & transparency does not mean sharing with any customer any desired request but that we will do what we say & perform what we say we will. This repair was given approval from Mr. *** & asked when will it be complete for pick up. We were given authorization for these repairs & we worked expediently to accomplish. We work with our vendors & suppliers to assist in completing various repairs & needed workmanship to specifically expedite for our customers. I am happy to continue to work with Mr. *** to help get to a better place & understanding regarding this concern.Customer response
05/06/2024
I am rejecting this response because:
The response was inaccurate because I did not speak to anyone at CBA about towing our vehicle. Our knowledge of rental of a tow dolly for US to tow the truck from CBA to American Diff and our trouble was how we determined that $120 above what American Diff would charge CBA was worth having CBA do the work.
And the conversation between your employee who sits to the left when you enter your lobby was IN PERSON, not over the phone. I came in AFTER the truck was diagnosed by CBA. And CBA employee absolutely did tell me that CBA would charge $120 above what the vendor would charge CBA and that the invoice would be available after the first of the month and that I would be able to look at it.
** or **** or whoever responded to my email was not a part of the conversation I had with the front desk employee and would not know what he did or did not say. And yes I did agree to the ESTIMATE.......ESTIMATE of charges. The screen shot I attached very clearly says ESTIMATE. I made the assumption that if American Diff found something else was wrong, that the cost would go up and if the work was not as extensive, the cost would go down. According to Websters Dictionary: Estimate: to judge tentatively or approximate the value, to produce a statement of the approximate cost.
And CBA is not functioning with integrity as defined is a FIRM ADHERENCE of a code of moral value which means honoring your word.
Business response
05/07/2024
We are looking forward to assisting in a timely & respectable manner with you. Sincerely your CBA team.Customer response
05/07/2024
I am rejecting this response because: CBA did not address anything that was stated.Business response
05/22/2024
***** I would be happy to assist you with further remedy in person at your convenience. Thank you.Business response
05/22/2024
******, I would be happy to assist you with further remedy in person at your convenience. Thank you.Customer response
05/24/2024
I am rejecting this response because:
Who is *****? You do not even know who you are responding to?Customer response
06/12/2024
I am rejecting this response because: When we go to the business ***************** is not there. We ask for him to call us and he does not callCustomer response
08/05/2024
Christian Brothers continues to evade our phone calls and visits to the business. There has been no resolution and does not look like there will be one. This business need ms to have a **** on the BBB against them for their poor customer serviceInitial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had automotive service rendered by this business in October of 2022. The parts on my vehicle failed completely in February 2024. The issue was diagnosed by a different automotive business and found that the parts in my vehicle had been installed in an extremely negligent manner and borderline could be considered vandalism. I contacted Christian Brothers Automotive back in February to make aware of the situation. A supervisor there, ****, asked how I would like to remedy this problem and I advised him I didnt feel comfortable and didnt trust me bringing the vehicle back for them to warranty it and I would like to discuss a refund. He advised me that his supervisor would have to approve that and that he would let the owner know and reach out to me the following week. I never received a call back. I called back twice and left messages, still no call back. I went in person on May 1st to address this problem and was told by **** youre not getting any money back and its not my problem. Im done with this conversation. My current mechanic has shown me the destructive manner that Christian Brothers installed my new parts in my vehicle. I have been assured that Christian Brothers Automotive mechanics that worked on my vehicle knowingly let my car leave the shop when it shouldnt have. There were parts in my differential literally broken in half during the install process and they still let me have it back because after a month of trying to repair it, they had been doing it wrong and basically hammered everything into place to get it to fit rather than going about the correct manner.Business response
05/16/2024
Hello - I have met in Person with ***** - reviewed his concern & reviewed his prior repairs with us. I did decide to give ***** a refund that he picked up today. 5-16-2024Customer response
05/16/2024
I have reviewed the business response and accept this resolution. I do appreciate **** sitting down with me, hearing me out and coming to a decision we could both agree with
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.