Christian Brothers Automotive-Bedford

On April 24, Amy [redacted] brought her Toyota Sienna to our facility for a state emissions inspection, oil change and an oil leak near the front of the engine Upon initial inspection, her technician could see that the leak was coming from near the top of the engine, however due to the engine cover and other engine components such as the intake manifold, it was very difficult to see where the oil leak was originating fromThis difficulty due to the obstruction of view was conveyed to the customerShe was shown the vehicle in the service bay, provided a diagram of the parts in question, provided with a clear explanation of the disassembly process ** [redacted] chose to wait for her husband and teenage son to also inspect the vehicle before proceeding with the authorization of disassembly of the engine for proper diagnosisOnce her husband and son arrived, they were also shown the vehicle, given a copy of the same diagram, and provided with, at length, an explanation about the situation and what the outcomes could potentially beThe possible outcomes after dis-assembly included the replacement the cylinder head gasket, or oil feed lines if found to be the root cause of the oil leakThe customers then chose to move forward with the inspection and have us remove the upper and lower intake manifolds for further inspection, while the teenage son waited so that he could periodically see what was being doneDuring the disassembly process ** [redacted] 's teenage son was taken out to the service bay to observe, ask questions and take pictures, because of his stated interest in carsOnce the intake manifold was removed and the technician was able to fully inspect the area around the valve covers and cylinder heads, without the valve covers being removed, it was clear that the oil leak was coming from the right rear corner of the bank two (front) cylinder headOnce the cause of the oil leak was discovered [redacted] was than informed of the necessary repairAfter having the vehicle disassembled in our facility for four daysOn April 28,we received a phone call from the ** [redacted] 's teenage son stating that they did not want to move forward with any other repairs at this timeOur technician then reassembled the vehicle and the customer was notified that it was ready for pick upDuring the entire time that the customer's vehicle was in our facility they were kept fully aware of what work was being done and the possibility of what could be foundThis was done both in person and by phone with the customer, her husband and her sonNo work was performed without the consent of the customer, step by step and very thoroughly explainedThe approved total by [redacted] was $938.06, as referenced on Work Order [redacted] (attachment page 2)This total included the state inspection and oil change originally requested by the customer, as well as the removal and installation of, the engine air box, upper intake plenum, lower intake manifold, water outlet, and thermostat, including all necessary gaskets required for proper reassemblyAs per [redacted] 's statement in regards to a broken cylinder head bolt, we were not authorized to remove the valve covers, only authorized to remove certain engine components for proper diagnosis If in fact the cylinder head bolt was broken, it would have relieved tension on the cylinder head and cylinder head gasket, which would warrant replacement of the cylinder head bolts and cylinder head gasket for the proper repair of the oil leak We at Christian Brothers Automotive acted in good faith, while performing the proper services as requested and approved by ** [redacted] A refund is not warranted and we consider this matter closed

On April 24, 2017 Amy [redacted] brought her 2011 Toyota Sienna to our facility for a state emissions inspection, oil change and an oil leak near the front of the engine.  Upon initial inspection, her technician could see that the leak was coming from near the top of the engine, however due to the...

engine cover and other engine components such as the intake manifold, it was very difficult to see where the oil leak was originating from. This difficulty due to the obstruction of view was conveyed to the customer. She was shown the vehicle in the service bay, provided a diagram of the parts in question,  provided with a clear explanation of the disassembly process.  **. [redacted] chose to wait for her husband and teenage son to also inspect the vehicle before proceeding with the authorization of disassembly of the engine for proper diagnosis. Once her husband and son arrived, they were also shown the vehicle, given a copy of the same diagram, and provided with, at length, an explanation about the situation and what the outcomes could potentially be. The possible outcomes after dis-assembly included the replacement the cylinder head gasket, or oil feed lines if found to be the root cause of the oil leak. The customers then chose to move forward with the inspection and have us remove the upper and lower intake manifolds for further inspection, while the teenage son waited so that he could periodically see what was being done. During the disassembly process **. [redacted]'s teenage son was taken out to the service bay to observe, ask questions and take pictures, because of his stated interest in cars. Once the intake manifold was removed and the technician was able to fully inspect the area around the valve covers and cylinder heads, without the valve covers being removed, it was clear that the oil leak was coming from the right rear corner of the bank two (front) cylinder head. Once the cause of the oil leak was discovered [redacted] was than informed of the necessary repair. After having the vehicle disassembled in our facility for four days. On April 28,2017 we received a phone call from the **. [redacted]'s teenage son stating that they did not want to move forward with any other repairs at this time. Our technician then reassembled the vehicle and the customer was notified that it was ready for pick up. During the entire time that the customer's vehicle was in our facility they were kept fully aware of what work was being done and the possibility of what could be found. This was done both in person and by phone with the customer, her husband and her son. No work was performed  without the consent of the customer, step by step and very thoroughly explained. The approved total by [redacted] was $938.06, as referenced on Work Order [redacted] (attachment page 2). This total included the state inspection and oil change originally requested by the customer, as well as the removal and installation of, the engine air box, upper intake plenum, lower intake manifold, water outlet, and thermostat, including all necessary gaskets required for proper reassembly. As per [redacted]'s statement in regards to a broken cylinder head bolt, we were not authorized to remove the valve covers, only authorized to remove certain engine components for proper diagnosis.  If in fact the cylinder head bolt was broken, it would have relieved tension on the cylinder head and cylinder head gasket, which would warrant replacement of the cylinder head bolts and cylinder head gasket for the proper repair of the oil leak.  We at Christian Brothers Automotive acted in good faith, while performing the proper services as requested and approved by **. [redacted].  A refund is not warranted and we consider this matter closed.