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 ---

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.

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).

Helpful, honest staff. Always get my vehicles done in a timely manner & are up front about pricing…read more I take my car there for anything I need done. Great customer service

From the owner: Get top-notch auto repair services today at Jimmy Brown's Service Center. From AC repair to…read moretransmission services, our goal is to offer expert auto repairs at an affordable price. We are conveniently located near you in Tyler. Come by our shop at 16680 Old Jacksonville Hwy or call today to schedule an appointment! Our certified mechanics and highly skilled auto repair specialists provide the best in auto repair services for domestic and import automobiles of all makes and models.

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 needed my window regulator replaced. The front desk person, Jennifer, went above and beyond to…read moreget me several quotes based on several factors of what might be wrong. The shop charged less than the other places I called and had my car ready by lunchtime. The location is very nice looking and has lots of parking. 10/10 would use them again!

I am happy with the work done on my VW Bus. I recently had a new engine installed, and it wasn't…read morerunning right; it needed tuning up. They reset the timing and adjusted the two carbs and fuel pump. The price was reasonable, and the old Bus runs like a top now. Thank you for the great work.

Excellent mechanics who won't take advantage of someone who knows less. They have always been…read morehonest and fair with me, we have several vehicles and I consistently bring them in. John always gets me taken care of and the ladies in the office are always kind and friendly.

Did great service., fixed sensors on manifold, finally. Reasonably priced. Only took one day to…read moreget to car, not a week.

We were referred through ATT roadside assistance. We took our Jeep in on Friday at 4:30 and it was…read morediagnosed as a water hose issue and repaired by Monday at Noon. They were diligent and extremely welcoming. It was an Incredible experience. I highly recommend

Brought my 95 corvette just to get inspected the guy decided to try To drive away with the parking…read morebrake on and smoked the clutch, after that he tried to force the parking brake down and broke that too, didn't fix any of it either. don't recommend at all. Also there was no need to drive it at all.

IMPORTANT 2 PARTSIF YOU'RE A WOMAN, NO. DON'T GO HERE. I…read morewill post a picture of the list I HAD to take note of that we're in " dire" need of attention. Also pictures from where they were supposed to rotate my tires but that didn't happen either. I had taken my truck up there after I had bought the tires from there. The next time I bring it in to get my free rotation on a 1 ton Dually! They told me they could only rotate front to front because I had a whole list of stuff screwed up on my truck (list in pictures). I had taken my truck to another shop and told them find what's wrong with the front end with the list in my pocket. They crawl under there and said that there was nothing wrong with my front end. That was the third opinion after my husband had already crawled under there and said nothing was wrong with it. Besides the CV boots which we have known about. The only other shop that has actually rotated. My tires had no problem doing it. Other than that Jimmy Brown's has been the only want to rotate my tires. Now my tires are completely fucked because they want to take advantage of people. The last time I want to go get them rotated, they called me and said " your truck is ready." I go, pick it up. I got a little ways down the road and I have a death wobble. I don't make it home. I turn around and take it back and tell them about said wobble because it wasn't there when I dropped it off. After I had taken it back, it's still had a wobble, but trying to go on about my business. I had a road trip to take that day and I get about two hours in and my tire completely came off the rim. Which is the same tire that was supposed to be plugged/patched before the rotation. Can anybody tell me why it was in the same spot? The same tire that I had a leak that was supposed to be fixed was on the front passenger side. When the plug came out, why was it still on the front passenger side and why does my truck have a death wobble? It doesn't make sense to me. And I've tried being nice. I have picture receipts. Save yourself because now I'm out a couple grand on some Mickey Thompson tires. That's my own dumb ass fault I guess since I don't wanna take responsibility.