Response From Christian Brothers Automotive
October 13, 2016
I was able to speak with Mr. G after this review and apologize for his poor experience. The biggest concern for me was that he thought we had intentionally misled him about his brakes. We did make a mistake in this case; but there were problems with his front end. The repairs that we made were necessary. Unfortunately, because of the misdiagnosis of the brakes and there still being a noise after he picked up his vehicle, he felt we were not being honest. I called to make sure he knew that if we provide incorrect information or misdiagnose a problem, it is not an attempt to take advantage of anyone. Our reputation and, most importantly, our testimony are at stake if we don't operate ethically. So, I apologized to Mr. G and let him know that we would not knowingly tell him anything that was not true. He said that he appreciated my phone call and that it meant a lot to him that we would take the time to call and explain what happened. I let him know that if we could ever do anything for him, we would appreciate the opportunity to make up for our mistake.