I have used this shop at various times over the years and have always received great service. No…read morematter the issue, no matter the vehicle, Dodge, Chevy, or Toyota; they've been efficient, honest and on point.

From the owner: We pride ourselves in a variety of services from minor maintenance to major overhauls. Our…read moretechnicians are trained in several areas to meet your needs.

Great service any very knowledgeable on all aspects of every vehicle. They are reasonable and very…read moreefficient. Thanks Mr Darwin!

From the owner: If you're looking for an experienced team of professionals to handle your automotive repairs, then…read morelook no further than the team at Whitehouse Garage of Whitehouse, TX. Our shop is family-owned and services all make and model vehicles. Call us today for more information or to schedule an appointment for service!

Did great service., fixed sensors on manifold, finally. Reasonably priced. Only took one day to…read moreget to car, not a week.

We were referred through ATT roadside assistance. We took our Jeep in on Friday at 4:30 and it was…read morediagnosed as a water hose issue and repaired by Monday at Noon. They were diligent and extremely welcoming. It was an Incredible experience. I highly recommend

We have come to depend on Mike and his team to repair our vehicles & get us up & running again &…read morethey have been nothing but honest, friendly, responsive, & fairly priced. Within a few months of one another, both of our vehicles needed repair work. They got my car back up & running in no time, & let us know that we needed a more specialized shop for the issue with our Jeep. More recently my car needed headlight repair work done & again, they were honest, friendly, responsive, & fairly priced. I will always come back to Mike's shop & refer everyone I know to him for repairs!

I needed my window regulator replaced. The front desk person, Jennifer, went above and beyond to…read moreget me several quotes based on several factors of what might be wrong. The shop charged less than the other places I called and had my car ready by lunchtime. The location is very nice looking and has lots of parking. 10/10 would use them again!

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 ---

Great customer service and honest mechanics. Great pricing, quality work and great local mechanics…read moreto work on your vehicles. Keep up the great work!!!

Second car taken there for extensive overhaul. These people are wonderful…read more Kept me informed, stayed inside the estimate, very friendly. Called about any required changes. I'm 75 years old and have worked on cars and boats. Build 1000hp race engines. Rebuild, restored cars and motorcycles. Most of my life. They know their stuff. Take your car or truck there.

Went in to get an alignment and they wanted to charge for a repair. I just got my car from my…read moremechanic who just fixed my car. This place is very dishonest and not worth wasting your money at.

Only a year here in Whitehouse, we've quickly become loyal customers. They've not only provided two…read more(2) quality tires for each, my wife's Lexus and my Enclave; they've also removed a screw and repaired a tire. But the ultimate in customer service was going way above and beyond the call of duty. I noticed one of my wheel caps was missing shortly after I had my tires installed. They not only ordered replacement online, they called me when it arrived for installation at my convenience. All without charge! These are genuine, real people ... every single person here; not some uncaring corporate scripted robots. We highly recommend Tire Worx!

My car is not starting and I called to see if they could diagnose and they said it's beyond their…read moreexpertise... Not sure what kind of auto repair place this is if they don't even know how to fix a car that's not starting?

After my car was having shifting issues,(Pontiac G6 09') I started my hunt for a knowledgeable and…read morehonest mechanic. When I called Benny from Benny's transmission he immediately made me feel at ease! He then said "I can send a tow to come get your car." I was amazed at his willingness to help, while other mechanics are too busy or booked up for like a month!! Fortunately, my transmission did not need rebuilding or replaced! It was only a valve leak, he also let me know of other issues, but only did work on what I approved on. Since, I've brought my 97' jeep wrangler, and 10'Camaro. All my cars he did amazing work and would recommend any and everyone to go to Benny's. Plus, his team is friendly and family oriented! Benny is honest, fair and upfront with repairs and cost. Thank you Benny and your team!