Thank you so much, for fixing my brakes! Super helpful and…read morereasonable in price! Great service , very nice folks.

We have come to depend on Mike and his team to repair our vehicles & get us up & running again &…read morethey have been nothing but honest, friendly, responsive, & fairly priced. Within a few months of one another, both of our vehicles needed repair work. They got my car back up & running in no time, & let us know that we needed a more specialized shop for the issue with our Jeep. More recently my car needed headlight repair work done & again, they were honest, friendly, responsive, & fairly priced. I will always come back to Mike's shop & refer everyone I know to him for repairs!

I did not even get a chance to utilize their services (YET), but I appreciate the transparency over…read morethe phone when I called to schedule an appointment. I had a warranty job, which you cannot schedule and need to drop off. The young lady over the phone told me that they wouldn't be able to even look at it for a few days and even then, sometimes the warranty negotiations take a long time (out of their control).

I was driving through East Texas on a Friday afternoon when my Durango began to overheat. I live in…read morethe Dallas metropolitan area and did not know of any auto repair shops in the Tyler area. I found reviews on Yelp for Engines Express and they were all very good. I called the shop and they were very knowledgeable and professional and I felt comfortable with them. I managed to get my vehicle to them just before they closed for the weekend. They called me early in the day on Monday after troubleshooting and gave me their findings. We agree to a course of action. They ordered the parts and completed the repairs Tuesday morning. I am very pleased with Engines Express. If you are looking for an automotive repair service in East Texas, I highly recommend Engines Express.

Check engine light on my Toyota came on, and I went with Christian Brothers because they could…read morepencil me in earlier than a well-regarded local competitor. By that afternoon they had diagnosed the issue with my car. Over the phone, they sent photos of the issue, and provided me with the fault codes they found, so I could look them up myself. This really inspired both confidence and trust, particularly because this was my first time here. It took forever to get the component I needed, but I do not fault the business for this, it is simply a reality of the parts shortage happening today. That was further evidenced by the business' parking lot being full of parked cars. I suspect more than a few were waiting on parts back order. I was able to pay the invoice from my phone, a big relief considering that I am away for weeks at a time. My car is now safe and sound in my garage, and works just fine. I believe I got an honest price for the services, the work was good, and most of all the process was transparent all the way through.

https://youtu.be/KSXdwWeHJxU as (EVIDENCE)…read more FORMAL COMPLAINT AND COMPLETE ACCOUNT OF EVENTS Christian Brothers Automotive - Tyler, Texas ## CORPORATE PROMISE VS LOCAL EXPERIENCE Christian Brothers Automotive promotes a customer experience called "The Nice Difference," implying professionalism, communication, transparency, and respect. This location is independently owned and operated, meaning the responsibility to deliver that standard falls on local management. What I experienced was the opposite. --- ## ENTRY AND INITIAL INTERACTION Upon entering the Tyler location, I was not acknowledged. There was no greeting, no indication that assistance would be provided, and no basic customer engagement. I had to initiate interaction myself to be acknowledged. Phoebe, the service writer, eventually engaged and stated that I would receive updates throughout the process, including: * Text messages * Emails * Photos documenting the work This communication was never delivered. --- ## COMMUNICATION FAILURE The promised updates did not occur. What I did receive was not a valid diagnostic explanation. The communication provided: * Contained no clear diagnostic breakdown * Redirected me to call the shop * Displayed an estimate marked as "authorized," which I did not approve At this point, I had not paid for any services because I had not retrieved the vehicle and required clarification before proceeding. --- ## DIAGNOSTIC CONCERNS I asked a direct and reasonable question: "What exactly was completed during the $160 diagnostic?" I was told that multiple hours had been spent and that additional time would be required, potentially increasing the diagnostic cost to a much higher amount. I then asked why a scan tool or diagnostic computer was not used first to narrow down the issue before moving into a wiring-based diagnostic process. This is standard practice in modern diagnostics: * OBD2 scan tools * Live data monitoring * Fault code analysis * Circuit isolation prior to invasive work These questions were not answered clearly. The responses were vague, dismissive, and did not provide a technical explanation of what was actually performed. --- ## ESCALATION WITHOUT TRANSPARENCY Instead of addressing my questions or connecting me to the technician working on the vehicle, I was: * Placed on hold * Transferred to the service manager (Ryan) I was not informed this would be an escalation, nor was the situation clearly communicated to me prior to the transfer. --- ## PHONE INTERACTION - INTERRUPTION AND TONE When Ryan joined the call: * He did not establish context * He did not acknowledge the situation * He immediately adopted a condescending tone From the beginning of the call, I was repeatedly interrupted and not allowed to complete my explanations. --- ## STRUCTURED TRANSCRIPT EXCERPTS (WITH INTERRUPTION IDENTIFICATION) Speaker Key: YOU = Customer RYAN = Service Manager --- INTERRUPTION #1 YOU: "She didn't even try to--" RYAN: "So either you let me explain it to you or you can voluntarily come get your vehicle." --- INTERRUPTION #2 YOU: "She didn't even try to explain it to me, sir. She did not--" RYAN: "She has tried multiple times." --- INTERRUPTION #3 YOU: "You didn't even give me a chance to explain--" RYAN: "You have not given her the chance to explain, sir." --- INTERRUPTION #4 YOU: "I'm trying to talk to you, so don't interrupt me--" RYAN: "If you want me to treat you the same, you need to not interrupt me as well." --- INTERRUPTION #5 YOU: "Okay, so what I was trying to explain to you--" RYAN: "This conversation is over." --- INTERRUPTION #6 YOU: "You didn't even give me a chance to explain at all--" RYAN: "And how many chances have you given me and my advisor--" --- INTERRUPTION #7 YOU: "Well then we will go ahead and address that she never gave me the chance--" RYAN: "Once again--" --- INTERRUPTION #8 YOU: "And you yourself keep interrupting me like you're doing right now--" RYAN: "And you're not interrupting, sir?" --- INTERRUPTION #9 YOU: "If you would be quiet for a minute--" RYAN: "No sir." --- INTERRUPTION #10 YOU: "If you would be quiet for a minute you would be able to allow me to explain--" RYAN: "No sir." --- INTERRUPTION #11 YOU: "See you're interrupting me again--" RYAN: "I'm officially ending this conversation." --- ## INTERRUPTION SUMMARY Based on the transcript provided: * You were interrupted at least 11 times * Each interruption occurred while attempting to: * Explain lack of communication * Clarify unauthorized estimate * Understand diagnostic process At no point was a full explanation allowed to be completed. --- ## CONVERSATION TERMINATION Instead of resolving the issue: * The conversation was shut down * I was told to retrieve my vehicle * No clarification was provided --- ## REFUSAL TO ESCALATE I requested to speak with the owner. * I was told the owner was present * I was denied the opportunity to speak with him ---

They know their stuff. They can repair it and you'll be amazed at how quickly too. When everyone…read moreelse around Tyler says huh, duh, what, it'll take 6 weeks to get parts, etc...this place always says I got this!

This place is THE best!!! Honest, friendly professional service. I trust them to take care of my…read morevintage Toyota Land Cruiser. I go there for full service gas at least once a month to have all my fluids and tires checked. Their employees are super courteous and friendly too, you can't go wrong here!!! I've been a customer about 4-5 years after my last automotive service started pushing services on me and going way over market for repairs and Maintenance. I'm a loyal customer to someone I truly trust! Maybe a customer for life!!! Thank

My wife and I were stranded on I-20 with a faulty ignition coil. The people at Premier were…read moreresponsive, highly competent, and friendly. The problem was quickly diagnosed and the repair was completed at a fair price. We are completely happy and want to share our excellent experience with you. Wish we had repair shops in Dallas as responsive, competent, and friendly as Premier. Kind-of makes us want to move to a smaller town! You owe it to yourself to try Premier Auto Repair.

We have used Premier Auto Repair for our car needs for approximately 3 years. Everytime we've…read moreneeded help with repairs, they have been concerned with our concerns and always discuss parts and labor cost in a clear manner. We have found Mr. Mike, Joe and all the staff extremely understanding and they are very reasonable with pricing. They have worked with us on 3 of our vehicles and we could not be happier with Premier Auto Repair.

Small business owners East Texas Tyler that care. You will always know where you stand with your…read morerepairs or services.

Had a good experience! Look forward to coming back in the futre. The Service advisors were for very…read morenice and helpful. The service only took a little over an 1 hour. I definitely recommend and had a great 1st time experience and you can tell they try to have the customer's best interest while being of service!

Diagnosed my car quickly, I could see they tested it thoroughly. Didn't feel ripped off on labor it…read morewas pretty reasonable, every interaction went well, my car drives better than ever.

I had my truck in several times for them to work on it and they did an excellent job and they are…read morevery professional and kept me informed all along the way . I'd highly recommend EQ Automotive for anybody needing vehicle repairs .

Upgraded my 2015 truck at Fairway yesterday. Hands down the best vehicle purchase experience ever…read more Parker in sales was exceptional. Jake and Jeremy in finance were outstanding. I'm 65 and have bought and traded a lot of vehicles in my day, this was the best. Thanks guys!

I have ways had a great experience taking my car to be serviced at Fairway Auto Center and I highly…read morerecommend them. They are professional, honest and dependable. I won't go anywhere else to have my car serviced.

I had a rattle in my air conditioner. The dealership told me it could be the compressor and I had…read moreto leave it with them for diagnostics, but I couldn't, so I took it to West Erwin Auto Repair. The gentleman there listened to the rattle for a second and told me he knew exactly what it was. He reached into the AC slot, pulled out a dead mouse, and told me there was no charge (I paid him anyway). Dealership probably would have said I needed a new compressor and charged me $900. I highly, highly recommend West Erwin Auto Repair as both knowledgeable and honest.

My 1998 Jaguar developed the dreaded "Traction Control/Stability Control" fault light. Initially…read moretook it to the dealer in Shreveport who quoted me $6500 to replace the computer module and pump. No way could I afford that price, heck the car isn't worth $6500! Luckily I found Allan at West Erwin Automotive who removed the computer, opened the thing up, figured out the problem, repaired it and reinstalled it! He then re-primed the pump and now everything works GREAT. Less than $400 total. Alan is the last of a dying breed, a mechanic that can actually fix stuff! Most just swap parts but not Allan. I think he could fix just about anything. The shop lacks the glitz of other shops in town but have no fear these guys KNOW what they are doing. I'm glad I found this shop because I am responsible for maintenance of about 8 vehicles. My job just got a lot simpler! Thanks Allan!