Christian Brothers Automotive-Schertz

Problem:This new complaint is in regards to original complaint # [redacted] I received a phone call from Christian Brothers on February 11, that a settlement was reconsidered for a payment of $if I pick up the truck as is and sign a release formI agreed to come in and look over the formI was on board and more than willing to pay the $until I read the agreement release formI did not expect to also sign a waiver of all liability from Christian BrothersThis would mean (as explained in the form and by ***) that if I sign and pay the $that I may then pick up vehicle but they will not be liable for any damages and/or lost parts that may or may not have been done to vehicleThis is a big risk since they are not guaranteeing the labor of tear downThis raises a red flag for me now because if I agree to these terms then I am liable for any issues that may occur and will be bind to have vehicle fixed at a possibly and most likely higher cost to me or by another shopThe company will get paid for it's service but will not guarantee that any components may be damaged or lostThese is very unfortunate given the predicament I find myself inI see only options to finally settle this disputeOption I will pay the $for the labor tear down (even though GM provided me with an estimate for the same labor but with a cost of $420) only if the service can be guaranteed for non damaged and/ or lost partsOption I only pay $for the initial agreement signed contract for Diagnostics and will sign release form and waiver so that I may not hold Christian Brothers liableDesired Outcome:Option I will pay the $for the labor tear down only if the service can be guaranteed for non damaged and/ or lost partsOption I only pay $for the initial agreement that I signed for in the contract for Diagnostics and will sign release form and waiver so that I may not hold Christian Brothers liable

On October 30, the customer brought his vehicle in stating that the check engine light was on and the vehicle was dying at stopsHe said that he had a third party warrantyWe told the customer that we would need to diagnose the vehicle before we could report to the warranty companyHe agreed
to the diagnostic charges of $plus tax.We began the diagnostic process and determined that the number four cylinder lifter was not operating properlyAt this point, we contacted the warranty company and advised them that the heads would need to be removed to investigate further as to the cause of the failureThe warranty company said that they would not be able to determine if they would pay for the repair until the source of the problem was determined.November 4, 2014, we contacted the customer and told him that the warranty company said they would not be able to make a determination if the repair would be covered until we could show the source of the problemWe told the customer that the total cost of the teardown "head removal" would cost a total of $1,We also told the customer that if the warranty company did not cover the repair, the teardown cost would be his responsibilityThe customer agreed and we removed the heads from the vehicle.November 6, (i believe this date to be correct) the warranty company sent an adjuster out to make a determination about covering the repairThey declined the coverage as it was evident that the head had been off of the engine prior to us removing it and some sort of repair was performedThis was determined because the head gasket was not original (Felpro)The warranty company said that the previous repair had never been reported to themIt was also assessed that the lifter in question was most likely installed incorrectly. On November 6, 2014, we informed the customer that the warranty company declined the repair and that he would need to pay for the diagnostic and the repair if he wanted us to proceedThe customer told us that he was going to call the warranty company to get the matter straightened out.November 10, 2014, the customer called us back and complained that our technician told the adjuster that the head had been off and someone had replaced the lifter incorrectlyThe customer wanted us to call the warranty company and basically change our storyWe told him that we could not do that as the adjuster saw the vehicle himself and agreed with the findings.November 13, (I believe this date to be correct) the customer came by the shop to complain that it was our fault that the warranty company denied the claimI told him that I stood by our diagnostic and that he would need to pay for the work already done and/or approve the repairsHe said that he really did not think it was fair that he had to pay for the tear downI told him he approved itAt first, he denied approving the tear downAfter about minutes of arguing that point, he said that he only approved it because he thought the warranty company would approve the repairHe left the shop after about minutes of arguing with me.November 20, (I believe this date to be correct) The customer came back by the shop and wanted to argue some more about how he should not be charged for the tear down and diagnosticThe customer even went so far as to suggest that he get another warranty and then submit a claim and he wanted me to change our diagnostic to get the new warranty company to pay the claimI told him that doing so would be unethical and dishonest and I was not going to be a party to something like thatOnce again, after about minutes of arguing, he left.December 1, 2014, spoke to the customer at 5:pmHe said that the bank (Chase) was allowing him to skip two payments and he would call me back on Friday the 5th to advise what he was going to doI told him I would take 20% off the total and he would owe approximate $to get the vehicle back.I never did hear back from customerOn December 15, 2014, called and left a message about 4:30pmThe customer called and said he was going to arbitration with his insurance company.December 17, 2014, the customer came back by the shop about 5:p.mand wanted to know what I would let him have the vehicle forI told him that the prices had gone back to the original amount and that storage charges were going to start at the rate of $per dayHe offered $I told him that I was not going to lower the price.December 17, 2014, we sent a certified letter, return receipt requested, informing the customer that storage charges would begin at a rate of $per dayThe letter also stated the total amount owed as of that da:e.January 12, 2015, the customer came by about 5:p.mand started removing items from inside the truckHe did not come in the office, he just went straight to the truck and started taking stuff out and loaded it into his other vehicleI went out to speak to him and he once again asked if I would take lessOnce again I said no, I offered that about a month ago but that was no longer on the tableHe said thatthe bank (Chase) was going to reduce the amount of his payment so he could work toward paying the diagnostic charges.January 16, 2015, the customer came by again and said he had been talking to someone at a dealership regarding the problem with the engineHe provided a document that basically reinforced our assessment of the problemHe tried to say that our diagnosis was incorrect but after reading the document, it appears that the lifter had been installed incorrectlyThe customer asked if he could have a tech (from the unknown dealership) come look at the heads and I told him that would be fine but he would need to let me know when that would take placeThe customer asked for a copy of the document he signed when he dropped the vehicle offWe made him a copy and provided it to him.I didn't hear from him again until he came by and spoke to my service manager on January 26, The customer had a document with him that he requested we read and signWe told the customer that we did not wish to read or sign anything.The customer called on January 27, and asked for the technician's phone numberWe told him we did not give out the phone numbers of our employeesHe said that he would be back on February 5, to pay the total without the storage chargesI agreedHe did not show up.On February 6, 2015, 9:am I called the customer and left a voice messageWe never heard back from him.On February 11, 2015, I called the customer and told him I would accept total payment of $if he would get it picked up and sign a release formHe said he would be by on February 12, at 5:P.m.February 12, 2015, the customer called and said he wouldn't be able to come by because he had to take his wife to school and had nobody to watch his childHe advised that he would be by on February 13, at the same time.February :3, 2015, approximately 4:p.m., the customer called and said that he was going to the dealership to make sure he could have the vehicle towed there before he paid for itHe told us he would call back and let us know if he was going to come by or if it would be MondayAs of today, February 18, 2015, we have not heard back from the customer.The customer's claim that he was not provided a copy of the work order he signed is false, he has the copyThe customer's claim that our diagnosis was incorrect has no basis other than it did not go the way he wanted it toI cannot believe that anyone who has not seen the vehicle would be able to make a proper diagnosisWe stand behind the diagnostic performed by our top 1.1, ASE Master Certified Technician, and the adjuster from the warranty company personally looked at the vehicle himselfThe customer's claim that we made a biased decision in the favor of the warranty company is not correctWe work with extended warranties all the time and have no reason to lead them in any certain directionIt is our position that we just state what we seeIt does not matter to us whether the customer pays for the repair or the warranty company paysIn reality, it is better for us if the warranty company pays as the approval to complete the work is more certainIt is our desire to have this matter settled as soon as possibleWe have given the customer more than ample time to resolve the issueWe have gone so far as to agree to have his technician come to our shop to look at itAs summarized in this letter, the customer has failed, time and time again, to respond as he has said he would.In conclusion, the customer's claims are not accurateWe have done everything we can to work with him but g we have received from him is one story after another.Sincerely,*** ***/***Edification Enterprises Inc., dba Christian Brothers Automotive-Schertz

Problem:This new complaint is in regards to original complaint #[redacted]. I received a phone call from Christian Brothers on February 11, 2015 that a settlement was reconsidered for a payment of $500 if I pick up the truck as is and sign a release form. I agreed to come in and look over the form. I was on board and more than willing to pay the $500 until I read the agreement release form. I did not expect to also sign a waiver of all liability from Christian Brothers. This would mean (as explained in the form and by [redacted]) that if I sign and pay the $500 that I may then pick up vehicle but they will not be liable for any damages and/or lost parts that may or may not have been done to vehicle. This is a big risk since they are not guaranteeing the labor of tear down. This raises a red flag for me now because if I agree to these terms then I am liable for any issues that may occur and will be bind to have vehicle fixed at a possibly and most likely higher cost to me or by another shop. The company will get paid for it's service but will not guarantee that any components may be damaged or lost. These is very unfortunate given the predicament I find myself in. I see only 2 options to finally settle this dispute. Option 1. I will pay the $500 for the labor tear down (even though GM provided me with an estimate for the same labor but with a cost of $420) only if the service can be guaranteed for non damaged and/ or lost parts. Option 2. I only pay $89.99 for the initial agreement signed contract for Diagnostics and will sign release form and waiver so that I may not hold Christian Brothers liable. Desired Outcome:Option 1. I will pay the $500 for the labor tear down only if the service can be guaranteed for non damaged and/ or lost parts. Option 2. I only pay $89.99 for the initial agreement that I signed for in the contract for Diagnostics and will sign release form and waiver so that I may not hold Christian Brothers liable.