Christian Brothers Automotive Franchise - League City

Sent: Tuesday, November 11, 12:PM To: drteam Subject: Re: Christian Brothers Automotive League City To whom it may concern: Mr [redacted] who is a personal friend of my Service Manager at the time of the transmission fluid replacement who is claiming that he has never talked with anybody at my shop concerning this issue is not telling the truth He talked with my Service Manager [redacted] on several occasions and has told [redacted] that he did not want to get him involved in the issue which is impossible to do since [redacted] who works for me and was the Service Manager at the time this service was agreed to and completed Mr [redacted] admits in his letter to you, and I quote, "other than tires and breaks and engine recall issues this truck has never been in the shop" which is complete admission that he has never performed the factory recommended maintenance that Toyota defines in their owners manual Mr***'s truck had 159,miles on it at time of service When Mr [redacted] tried to contact us which was over a year after we worked on his truck my mother unexpectedly passed away So I was not available and [redacted] talked with him and [redacted] thought that this issue was taken care of? [redacted] explained how we drained the fluid which was through a drain plug and filled the fluid without ever removing the transmission pan from the bottom of the transmission During this process the bolts that attach the transmission pan to the transmission housing were not removed or even touched If we would have left the transmission pan bolts lose which would have resulted in loss of fluid and the transmission damaged, the damage and loss of fluid would have showed up in the early months not over a year later I am sorry that Mr [redacted] is having difficulty paying for the repair of his transmission, but I do not believe Christian Brothers Automotive League City was at fault for the part failure Mr*** is claiming that we are responsible for If you have anymore questions please feel free to give me a call [redacted] [redacted] Owner ***[redacted] Christian Brothers Automotive Nice difference [redacted]

Sent: Monday, January 05, 2:PM To: drteam; trent.barger@***.com Subject: Revdex.com Case # [redacted] - Christian Brothers Automotive League City Thanks for the notification concerning Mr [redacted] I sat down with my Service Manager and the Technician that worked on Mr [redacted] car After gathering the information I personally called Mr [redacted] to discuss his car's repair After a really good conversation with him he understood that we did nothing that would of damaged his radio in his Audi Mr [redacted] gave me his word that he would be here at my shop on Friday January 9th, to pay his bill in cash He has cancelled his check that he originally paid for the repair Here is the series of events Mr [redacted] had his car towed in to my shop Christian Brothers Automotive - League City When my technician went to diagnose the car the car was absolutely dead No power from the battery [redacted] tried to charge the battery but the battery was completely dead The battery was under warranty so we replace the battery under Interstate Battery warranty free of charge After replacing the batter the car would crank over but no start After researching the reason [redacted] found that the cars fuel tank was empty We called the customer to get his approval to purchase some gasoline to get the car running The customer OK'd the gasoline purchase After we added gasoline to the tank the car started During this time [redacted] noticed that even with the key out of the ignition the cooling fans were running which is not how the system is designed to work [redacted] during is diagnostic phase looked in the ECM "box" and noticed it had about an inch or so of water pooling in the bottom of the ECM box and found relays that were submerged in the water and corroded Customer approved the removal of the water from the ECM box but not the replacement of the corroded submerged relays Customer was informed that removing the water and cleaning the ECM box will not fix the issue with the cooling fans and the draining of the batteries! Nothing was repaired and the previous condition will still exist with the corroded relays [redacted] cleaned the box of water and test drove the car The car ran but the fans still came on with the key off and/or the key out of the ignition! [redacted] notified the customer that the ECM box had been cleaned and car driven but bad relays were not replaced So as the car sat in the parking lot waiting for our customer to return to pick up his car the cooling fans drained the new battery so low the car would not start With the battery being dead when the customer tried to start his car it would not start I know this is frustrating but without changing the failed parts the no start condition will not change [redacted] At this time the customer decided to repair the failed relays [redacted] Second step of the repair The first set of relays we ordered were incorrect from our parts vendorSo we ordered a separate set of relays and installed the new relays After the new relays were installed the cooling fans functioned as designed We started the car, test drove the car, let the car sit to properly verify the fan functionality Everything worked as designed from the factor without a draw on the battery Customer pays, customer comes back in and notifies us that his radio is not working? [redacted] talked with Mr [redacted] about we never touched his radio or the circuits which power it If the radio did not work we had no knowledge because it was off or non functioning during all test and we never touched or attempted to turn it on because it had no bearing on the repair concerning the cooling fans As a courtesy we checked all accessible power and grounds to the radio and the were functioning normally After Radio harness check we recommended Mr [redacted] to a radio shop The radio shop my Service Manager has referred customer to in the past and trust them The shop is "High Tech Auto Sound" and they could check out the radio there If my service manager said, 'they will take care of you" meant that they could diagnose the problem and they are a reputable shop! Not that they would do the repair for free After this Mr [redacted] left and seemed satisfied with his repair Like I said at the start of this document I talked with Mr [redacted] and he is now satisfied with his repair and how we handled the situation He has given me his word that he will pay in cash on Friday January 9, in full I consider this issue resolved when he pays on Friday! Thanks for your help, contact me if you have any questionsAndy M [redacted] Owner Christian Brothers Automotive Nice difference.ChristianBrothersAuto.com CBA Space Center | (281) 487-Space Center Blvd• Houston, TX CBA League City | (281) 534-W FM • League City, TX

Sent: Tuesday, November 11, 2014 12:39 PM
To: drteam
Subject: Re: Christian Brothers Automotive League City
 
To whom it may concern:
 
Mr. [redacted] who is a personal friend of my Service Manager at the time of the transmission fluid replacement who is claiming that he has...

never talked with anybody at my shop concerning this issue is not telling the truth.  He talked with my Service Manager [redacted] on several occasions and has told [redacted] that he did not want to get him involved in the issue which is impossible to do since [redacted] who works for me and was the Service Manager at the time this service was agreed to and completed.
 
Mr. [redacted] admits in his letter to you, and I quote, "other than tires and breaks and engine recall issues this truck has never been in the shop" which is complete admission that he has never performed the factory recommended maintenance that Toyota defines in their owners manual.  Mr. [redacted]'s truck had 159,229 miles on it at time of service.
 
When Mr. [redacted] tried to contact us which was over a year after we worked on his truck my mother unexpectedly passed away.  So I was not available and [redacted] talked with him and [redacted]  thought that this issue was taken care of?  [redacted] explained how we drained the fluid which was through a drain plug and filled the fluid without ever removing the transmission pan from the bottom of the transmission.  During this process the bolts that attach the transmission pan to the transmission housing were not removed or even touched.  If we would have left the transmission pan bolts lose which would have resulted in loss of fluid and the transmission damaged, the damage and loss of fluid would have showed up in the early months not over a year later.
 
I am sorry that Mr. [redacted] is having difficulty paying for the repair of his transmission, but I do not believe Christian Brothers Automotive League City was at fault for the part failure Mr. [redacted]  is claiming that we are responsible for.
 
If you have anymore questions please feel free to give me a call...
 
[redacted]
 
[redacted]    Owner
[redacted].[redacted]
[redacted]
 
Christian Brothers Automotive   Nice difference.
[redacted]

Sent: Monday, January 05, 2015 2:25 PM To: drteam; trent.barger@[redacted].com Subject: Revdex.com Case # [redacted] - Christian Brothers Automotive League City   Thanks for the notification concerning Mr. [redacted]   I sat down with my Service Manager and the Technician that worked on Mr. [redacted]...

car.  After gathering the information I personally called Mr. [redacted] to discuss his car's repair.  After a really good conversation with him he understood that we did nothing that would of damaged his radio in his Audi.  Mr. [redacted] gave me his word that he would be here at my shop on Friday January 9th, 2015 to pay his bill in cash.  He has cancelled his check that he originally paid for the repair.   Here is the series of events.   Mr. [redacted] had his car towed in to my shop Christian Brothers Automotive - League City.   When my technician went to diagnose the car the car was absolutely dead.  No power from the battery.  [redacted] tried to charge the battery but the battery was completely dead.  The battery was under warranty so we replace the battery under Interstate Battery warranty free of charge.   1. After replacing the batter the car would crank over but no start.  After researching the reason [redacted] found that the cars fuel tank was empty.    2. We called the customer to get his approval to purchase some gasoline to get the car running.  The customer OK'd the gasoline purchase.   3. After we added gasoline to the tank the car started.   4. During this time [redacted] noticed that even with the key out of the ignition the cooling fans were running which is not how the system is designed to work.   5. [redacted] during is diagnostic phase looked in the ECM "box" and noticed it had about an inch or so of water pooling in the bottom of the ECM box and found 2 relays that were submerged in the water and corroded.   6. Customer approved the removal of the water from the ECM box but not the replacement of the corroded submerged relays.  Customer was informed that removing the water and cleaning the ECM box will not fix the issue with the cooling fans and the draining of the batteries!  Nothing was repaired and the previous condition will still exist with the corroded relays.   7.  [redacted] cleaned the box of water and test drove the car.  The car ran but the fans still came on with the key off and/or the key out of the ignition!  [redacted] notified the customer that the ECM box had been cleaned and car driven but bad relays were not replaced.  So as the car sat in the parking lot waiting for our customer to return to pick up his car the cooling fans drained the new battery so low the car would not start.   8.  With the battery being dead when the customer tried to start his car it would not start.  I know this is frustrating but without changing the failed parts the no start condition will not change.   [redacted] At this time the customer decided to repair the failed relays [redacted]   Second step of the repair.   1. The first set of relays we ordered were incorrect from our parts vendor. So we ordered a separate set of relays and installed the new relays.  After the new relays were installed the cooling fans functioned as designed.  We started the car, test drove the car, let the car sit to properly verify the fan functionality.  Everything worked as designed from the factor without a draw on the battery.   2. Customer pays, customer comes back in and notifies us that his radio is not working?   3. [redacted] talked with Mr. [redacted] about we never touched his radio or the circuits which power it.  If the radio did not work we had no knowledge because it was off or non functioning during all test and we never touched or attempted to turn it on because it had no bearing on the repair concerning the cooling fans.   4.  As a courtesy we checked all accessible power and grounds to the radio and the were functioning normally.   5. After Radio harness check we recommended Mr. [redacted] to a radio shop.  The radio shop my Service Manager has referred customer to in the past and trust them.  The shop is "High Tech Auto Sound" and they could check out the radio there.  If my service manager said, 'they will take care of you" meant that they could diagnose the problem and they are a reputable shop!  Not that they would do the repair for free.   6. After this Mr. [redacted] left and seemed satisfied with his repair.   Like I said at the start of this document.  I talked with Mr. [redacted] and he is now satisfied with his repair and how we handled the situation.  He has given me his word that he will pay in cash on Friday January 9, 2015 in full.  I consider this issue resolved when he pays on Friday!   Thanks for your help, contact me if you have any questions. Andy M[redacted]    Owner  Christian Brothers Automotive   Nice difference.ChristianBrothersAuto.com CBA Space Center  |  (281) 487-811111600 Space Center Blvd. • Houston, TX 77059 CBA League City |  (281) 534-40001515 W FM 646 • League City, TX 77573