I pulled into the parking lot and was immediately greeted by TJ before I could even open up the…read moremenu for services on my phone, and he was kind enough to tell me the price, and told me he even had a coupon he could apply for the services, throughout the entire service each person we encountered was kind, and informative, helpful, showed me the filters etc, but I didn't feel like they were pushing unnecessary up charges. Over all TJ was the highlight of this visit! Thanks so much, we will return and recommend!

Incredible service. They were so helpful. I'm not terribly car savvy but they explained everything…read moreand were incredibly helpful. My car battery also died while I was there and they stepped up to help me out in every way they could. Really went above and beyond with the service. Can't recommend this place or these guys enough.

This location has the best customer service & friendly reps!…read more Will defiantly be coming back and bringing more fleet business to this location and company ! My visit was 6-29-2020

They stripped the threads on my oil pan . This will cost $$$ to repair. Employees are nice but are…read moretrained to rush the job, and don't do it properly. Better to pay more, and have independent shop change your oil.

Quick, friendly, and easy 15 minutes plus I got to stay in my car. Thomas, Anthony, and Dallas did…read morean amazing job on my oil change. They checked so many other things as well. Valvoline is always my go to and they always have different coupons online. They also gave me one when I went. I made the mistake of going elsewhere first and they tried charging me three times what Valvoline charged me. Valvoline not only has great prices but their customer service has never failed me. I've been to a few different locations in different cities and it has stayed consistent in my experience.

Hassle-free experience…read more They were quick, polite, knowledgeable, professional and helpful. I hate getting oil changes. It's such a waste of time. These guys made that dreaded task suck much less!

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 ---

I recently acquired a 2006 PT Cruiser. It had been parked in a garage for a couple of years. I was…read morehaving electrical problems and AC problems and tried a local service center that misdiagnosed the problems and over charged me severely. I decided to give Christian Brothers a call. They performed a few very professional diagnostic tests, identified the problems and corrected the same day as the tests. I will definitely take my PT Cruiser to Christian Brothers for all my vehicle maintenance. They are professional and very courteous.

They will say they've checked your car but they really didn't…read more They will say they rotate your tires But they really won't They will keep your car all day But won't provide a call Back or a solution until I finally got someone to answer me after calling 3 times within 10 minutes Horrible service worse mechanics won't be back

I rent from enterprise frequently and sometimes put a lot of miles on my rentals. Firestone in…read moreTyler handles all of their maintenance and they have always taken good care of me

I went with my boyfriend to get an oil change for his car. This is my go to for oil changes. The…read morecustomer service is consistent with every location I have been to. The prices don't compare to others. Justin & Ruben did an excellent job. We were in and out so fast. They checked everything for us. They take coupons and they even gave us one when we went. Valvoline is always my go to and they never fail to deliver a great experience. I have moved a lot and every Valvoline I have visited has been the same friendly experience as the last one. I highly recommend going to them.

I would not recommend this location at all. They said I needed new wiper blades when I had my car…read moreinspected. I agreed to the blades, which are worse than the blades in use when they tried to fail my car on the inspection. I have complained to a "manager" and have contacted them via email through their corporate office. They did refund one blade but will not actually provide anyone for me to speak to. And they are refusing to refund the second blade that is leaving streaks on my glass. I was using them for both my company car and my personal car. For the company car, they tried to talk me in wiper blades as well, which were not even needed! The guy told me just to take them and use them on my own car. I call that theft and will not participate in that behavior. I do not recommend them at all since you cannot get them to back up their own inferior products. As it is now, I have to pay for a wiper blade that is brand new and leaves streaks on my windshield, AND purchase two more blades that will actually fit my windshield and work to clean my windshield. This is extremely poor customer service since they will not even back up their own products!