Christian Brothers Automotive Cherokee

Steve, we take pride in trying to make all situations amicable. We dealt with your wife throughout and she never expressed dissatisfaction. We left her a message on 4/2/24 as a part of our routine efforts to gather customer feedback after repairs. Eight days later, we get this review from you as if you were active throughout the process but you were not. Your accusations are wild and clearly display a complete misunderstanding of what was quoted and why it was quoted. Not only that, you come back to add another completely fictitious account of another repair we performed at no cost. We were completely unaware of your dissatisfaction because we never had direct contact with you throughout the process until you picked up the vehicle. As this is your first official communication with us, we did try to call you as a policy to try to understand your perspective so we can make things right and improve any deficiencies on our end. In your case, you have decided not to answer our attempts to contact you, shame us for doing so, and then embellish your account of what took place. Your claims so materially misrepresent the facts that we must conclude that secondhand information has led you astray. When your wife originally called, she stated she had her own parts for a repair and wanted to know if we would install it. We agreed under certain criteria. Our quote that caused your initial review was for a new factory (OEM) part that costs more than 2.5 times what you claim it should cost prior to any mark up, and it was irrelevant to her request to install her part. In this situation, the part you compare is an aftermarket part versus a factory (OEM) part that we quoted as a comparison. These two parts are not the same. We could not find an aftermarket solution within our network of reputable vendors due to a lack of availability so we did not even give your wife a quote for an aftermarket part and we explained all of this. We feel your misstatements stem from you not understanding the differences between factory parts on the quote versus aftermarket because you were absent from all conversations concerning repairs to your wife’s vehicle. Factory vs aftermarket parts differ in quality from both the perspective of the manufacturer and the part itself in addition to cost. Your claim that we markup $600 parts 300 to 500% is based on less than reliable calculations and assumptions. You rounding up the quote for effect in your review further undermines your claims, but we digress. Your entire premise is irrelevant since your wife began the conversation asking us to install her part and that was what was agreed to.As far as the $2K for a code accusation, it is false and it sounds like another attempt to accuse us of intentional harm which is far from the truth. There is no estimate or even a job that was deleted from your estimate (our software tracks that) that indicates we ever discussed another $2000 for any code. We do not talk about prices without documentation. What we do know is that our tech reconnected a cable to the PCM and it caused a code. We called your wife to ask clarifying questions to figure out the cause for the code. She helped us discover what angle to diagnose from more quickly. Her connector had two faulty pins that we repaired for no cost. The accusation of $2,000 in repairs for a code in this case is incorrect and borderline disingenuous, but we again choose to believe this story is simply a misunderstanding of secondhand information.We stand ready to further discuss this with you should you change your mind and decide to engage in an actual conversation. You can reach us at the number we left with both you and your wife when we left messages. We are happy to go through everything with both of you as long as it takes to help you understand. Respectfully, Christian Brothers Cherokee

We will always work quickly to ensure you are back on the road prompty, Debbie! Thanks for your amazing support. We look forward to welcoming you back. Gratefully, Christian Brothers Cherokee

Your satisfaction in our work is important to us, Eric, so we are glad we were able to provide you with any information you needed. We appreciate your glowing 5 stars! Gratefully, Christian Brothers Cherokee

We will always work to provide quick, communicative, and high quality work, Kenneth. Thanks so much for your business! Gratefully, Christian Brothers Cherokee

Stephen, it's wonderful to hear about your positive experience with Paul, and the clear communication you received about your vehicle. Thank you for the high recommendation. Gratefully, Christian Brothers Cherokee