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

Fantastic! Honest as the day is long. I took my Escape in for the parking/ brake light on the dash…read morestaying on. I expected a bunch of nonsense about this and that. All it was is the parking brake petal not coming up all the way. And they didn't even charge me!!! They did however give me some recommendations for a few minor issues, I'll be going back for sure!!! Matt C

I was told by BMW of Tyler that I need new brakes & thousands of dollars worth of work done on my…read morecar. I then took my car to EQ Auto Works. I told them if I needed a new brakes. I'd get the work done. They checked my car out thoroughly and said at 35,000 miles my brakes were good & I would not need brakes for a while. They said it would be unethical to sell me a brake job when that wasn't needed. They also looked at my tires and said they were fine. EQ Auto Works are professional, friendly and thorough. They have my business for any of my BMW car needs. Highly recommend them.

I heard meowing in my car throughout a three hour trip (I know... weird! But I have had kittens…read morehide in my car before for heat) so I stopped by here to get it checked out. They were so thorough! And friendly! And clean! The place looks so professional... almost like what one would imagine a major chain brand building would be. They even had quality snacks like Perrier water, etc... They checked under the engine, hood, trunk, tire areas and thankfully there was no sign of a kitten. But they did find something that was concerning to them. They notified us and explained it all in detail. Then they have us a list of recommended flushes since my car was almost at 100,000 miles. Once again they explained it in detail and did not force anything on me. And the diagnoses with all this was complimentary! If I lived closer to Tyler, TX I would definitely use this place all the time. Overall a great experience.

These guys are great. Doug fixed me up with an oil change and they checked everything out on the…read morecar. Let me know that I needed attention to one tire and that my battery was weak. So I went back to the place that sold me the battery and got a new one under warranty. I've had a lot of work done there. You can depend on these people.

I took my 2021 GMC Canyon 2.8L diesel truck with 48k miles on it into Robertsons Automotive on…read moreMonday, 8/5/24. I spoke with Zach who told me they could run a complete diesel diagnosis on the truck for $370. I agreec and they proceeded to perform the diagnostic review of my vehicle. Zach contacted me and said that the diagnosis warranted replacing the fuel rail on the vehicle for which he quoted a price of approximately $2300 to do so. Trusting his diagnosis and agreeing to spend the money to repair the vehicle, I agreed to the repair. However, after replacing the fuel rail, Zach proceeds to tell me that the diagnostics were faulty due to no fault of Robertsons automotive but rather due to the fault of GMC not providing better information for them to use during diagnosis. Zach told me that I was going to have to pay for the fuel rail even though the vehicle did not need a new fuel rail. Zach also said they were going to move on and go to the next step the diagnostics said the vehicle needed which was a high-pressure fuel pump. When I questioned Zach about the cost involved for replacing the fuel rail and told him I could not pay for that if it was not what was required to fix the vehicle, he then said that he would see what he could do "to help me out " financially. Zach next told me that he was going to make a decision in his manager's absence to credit the labor charges for installing the inecessary fuel rail leaving me owing Robertsons appx $1100. I then got online and started looking at the GMC 5yr/60k mile powertrain warranty which specifically said it covered the fuel pump. I them spoke to Zach and informed him of this warranty information and he acted like he knew nothing about it and said that I should verify it with GMC by calling the dealership and giving them the Vin number and the mileage on the vehicle. I called Hall GMC Buick on the Loop in Tyler, Texas who verified that the fuel pump would be covered under the powertrain warranty. If I had not found the warranty information and brought it up to Zach, I am 100% confident that Zach would have gone ahead and sold me a repair for a high-pressure fuel pump for the amount of appx $4000. I ended up paying Robertsons automotive the $370 for the faulty/incorrect diagnostics and another $700 or so for the fuel rail that the vehicle did not need. I subsequently was told by Hall GMC Buick that the fuel rail Robertsons has unnecessarily replaced was ALSO covered under the GMC powertrain warranty. I then made Zach aware of this fact and asked him to refund the $700 paid for the fuel rail. I was told by Zach that he took my request to the owner and was told that "they had eaten the labor charges on it and that was the best they could do for me." I also asked that the truck be checked for excessive road noise while they had it. I was told that they checked it and that it was just the road noise from the type of tires that were on there. Upon getting the truck to GMC Buick, my truck was found to be severely out of alignment and the tires had worn unevenly and we're causing extremely loud road noise in the cab while under operation. GMC Buick aligned the front end and replaced all four tires and the truck now drives better than it did when I first got it. This should've been a no-brainer diagnosis for Robertsons who was so hungry for my money that they charged me for something I didn't need and when they could've aligned the front end and sold me four new tires. Go figure! I paid Hall GMC Buick a $120 diagnostic fee, which was later applied to the actual repair that was under warranty. Hall GMC Buick diagnosed the problem as a faulty fuel sensor located on the engine. The problem was not the $4000 high-pressure fuel pump that Robertsons Automotive tried to sell me. I am seeking a complete refund from Robertsons Automotive that I paid for an incorrect diagnosis and a high dollar part that was not needed. Very very unethical and inept business practices by Robertsons to say the least. CONSUMERS BEWARE !!!

I had my F250 diesel towed in for repairs and it was done in one day. Very happy with the…read moreprofessionalism and Zack was very helpful keeping me updated with pricing and status. They will be my go to for repairs.

Quality work and fair rates definitely recommend Crystal is a great communicator work is done in a…read moretimely manner clean and well maintained facility.

They are always my go to spot. They are fast friendly & knowledgeable. Great techs, with up to…read moredate verification.

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 pulled in at 4:50 pm on a Saturday and they took care of me right away. The service was quick,…read morefriendly and the price for 2 tires was great. I was worried they would try and overcharge me but they were did us right. Definitely recommend.

Chris and Alex were awesome. My son had a flat tire while driving through east Texas…read more They were quick, friendly, and very professional. I fully recommend their work. Truly saved the day. Thank you so much.