I was driving through East Texas on a Friday afternoon when my Durango began to overheat. I live in…read morethe Dallas metropolitan area and did not know of any auto repair shops in the Tyler area. I found reviews on Yelp for Engines Express and they were all very good. I called the shop and they were very knowledgeable and professional and I felt comfortable with them. I managed to get my vehicle to them just before they closed for the weekend. They called me early in the day on Monday after troubleshooting and gave me their findings. We agree to a course of action. They ordered the parts and completed the repairs Tuesday morning. I am very pleased with Engines Express. If you are looking for an automotive repair service in East Texas, I highly recommend Engines Express.

I did not even get a chance to utilize their services (YET), but I appreciate the transparency over…read morethe phone when I called to schedule an appointment. I had a warranty job, which you cannot schedule and need to drop off. The young lady over the phone told me that they wouldn't be able to even look at it for a few days and even then, sometimes the warranty negotiations take a long time (out of their control).

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 ---

They know their stuff. They can repair it and you'll be amazed at how quickly too. When everyone…read moreelse around Tyler says huh, duh, what, it'll take 6 weeks to get parts, etc...this place always says I got this!

This place is THE best!!! Honest, friendly professional service. I trust them to take care of my…read morevintage Toyota Land Cruiser. I go there for full service gas at least once a month to have all my fluids and tires checked. Their employees are super courteous and friendly too, you can't go wrong here!!! I've been a customer about 4-5 years after my last automotive service started pushing services on me and going way over market for repairs and Maintenance. I'm a loyal customer to someone I truly trust! Maybe a customer for life!!! Thank

We have used Premier Auto Repair for our car needs for approximately 3 years. Everytime we've…read moreneeded help with repairs, they have been concerned with our concerns and always discuss parts and labor cost in a clear manner. We have found Mr. Mike, Joe and all the staff extremely understanding and they are very reasonable with pricing. They have worked with us on 3 of our vehicles and we could not be happier with Premier Auto Repair.

I called the week before and made an appointment with Michael and he gave me an appointment for…read moreMonday( today) to bring my car at 0800 when they open. Its a Hyundai Kona. At desk, Joe , took my information. Went to run errands and came back twice to the car shop to check on the status of car and every single time my car has not been worked on, Joe ( help at front desk) kept saying your car is next and will be an hour or so for diagnostic. Here came 13:30 almost 14:00 and my car has not been worked on at all . It sat in their lot for 6 hrs for nothing. All I asked is for clean, clear communication and not feel I was being given the run around when my car was going to be worked on. I even felt this helper at the front desk ( Joe) might have been prejudiced against me being a petite latina woman. Michael was very professional but this Joe person does not have any customer service skills. They may have 5 rating review that is why I took my car there for a diagnostic but a 5 rating review was not my experience today. I lost one day now I have to take another day off and find another location to service my car. I have a busy schedule and this was just not right. And its ok lets say they are a busy shop but communicate clearly. And I asked why did I make an appointment to bring the car in then???? Was given some BS answer.

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.

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 have ways had a great experience taking my car to be serviced at Fairway Auto Center and I highly…read morerecommend them. They are professional, honest and dependable. I won't go anywhere else to have my car serviced.

Professional, courteous, and fast service! The staff always explains what needs to be done and the…read morecost before servicing my car. I won't go anywhere else. Highly recommend!