Complaints
This profile includes complaints for Car-X, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 18155897
I am rejecting this response because:
I was called Friday by person from blue complains that told me that fuse was never placed and I should wait for it to arrive
Sincerely,
***********************************e morning at Saturday Ive been stressing about how I can possibly afford the the new PCM and was making an arrangements with a dealership to tow a car. Ones I called the location Ive been told that they never placed any fuse and they just was ordering a wrong ones that doesnt fit in and soon soon they will place a right one. Ive been terrified on how much unnecessary stress Ive had whole morning just because someone intentionally or unintentionally miscommunicated to me. Also, I believe I was not not prioritized as a customer because I am minority immigrant with a issues of English communication and that I would less likely to stand for myself or know my rights. There was poor communication and unwillingness to follow up though. As an immigrant from ******* *** working *****h a day and car is essential for me and I believe I was discriminated by being less important customer and miscommunicated as well.
Business Response
Date: 10/04/2022
Dear BBB,
This guest vehicle has a blown fuse that is not a normal fuse. It was special order from the manufacturer. We explained to our guest that we could replaced the fuse as a start, but there could be bigger issues such as damage done to the vehicles computer system. We did replace the blown fuse and the vehicle would still not start. At that point we advised our guest to bring his car to the dealer.
Sincerely,
***********************
Customer Service Manager
*********
Business Response
Date: 10/19/2022
Dear BBB,
Our store ended up getting the correct fuse from the dealer and the car is fixed without any issues. The guest has since paid and picked up the car.
Sincerely,
***********************
*********
Initial Complaint
Date:09/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 18149046
I am rejecting this response because: even though the initial part was out of warranty and replaced as a courtesy, the business should ensure that the courtesy replacement part is the proper part and take care of it when it never resolve the actual issue with the vehicle and because of this, the car is still running poorly. On top of that when I had the initial part in the vehicle, during that year span The vehicle went into CarX 4 additional times, making the fifth time the time they chose to replace it. Had they replaced the faulty part in the previous four times I was there, that part initially would have been under warranty. I have also not received ANY calls from the business on this matter. It seems very unprofessional for a company to ask for a ****** review in exchange for a replacement part that shouldve been fixed during the warranty time from one of the other times I had already taken it in. And whats even more disappointing is that they said I never even brought it in outside of the very first time back in March 2021. CarX is lying about reaching out to me just like they did with my vehicle airflow sensor problem. I would highly suggest nobody go there for any work because they dont make it right, even when theyre in the wrong. At the end of the day we were just like our money back that we spent on the first initial problem because it was never fixed and we would like to take our business elsewhere.Sincerely,
ir test which has told me every time, its the Mass Air Flow Sensor. I called **** last week after this most recent check engine light alert and he played dumb acting like he hasnt serviced my vehicle within the past few months by replacing the Mass Air Flow Sensor. He advised theres nothing in the computer showing work was done. This would be true, as he just told me to do that ****** review and Id be taken care of. Im very disappointed in the service Ive received and with the time and effort it has taken to drop my car off for the repeated issue with truly no resolve. Any help or assistance you could be in this matter would be greatly appreciated.
*****************************Business Response
Date: 10/11/2022
Dear BBB.
The initial repair was done on 3/16/21 when the guest returned in June 2022 with the *** sensor problem. At the time the part was already out of warranty by 3 months. As a courtesy our store manager warrantied the part, and the guest was not charged for the service. Since then, we have not heard from our guest and have tried calling them multiple times. Either way, the part is out of warranty.
thank you
***********************
Customer Service Manager
Car-X LLC
Business Response
Date: 10/20/2022
Dear BBB,
The initial repair was done on 3/16/21. She did come back multiple times but for different and unrelated repairs. We have no record supporting her claim that she returned 4 or 5 times for the same issue. When we did the warranty for the engine light, we did not replace it because the vehicle had been running rough, we replaced it because the engine light was on. If the engine is running rough, its likely caused by the sensor we replaced over a year ago. Typically, a MAF sensor would not cause a vehicle to run poorly.
If our guest wants to bring her vehicle back to us to have it looked at, we will be more than happy to do so. However, she has not contacted us once about her vehicle issues until the writing of this BBB claims.
Sincerely,
***********************
Car-X LLC
Customer Answer
Date: 10/21/2022
Complaint: 18149046
I am rejecting this response because: I did come back multiple times for the SAME air flow sensor issue. I went to Auto Zone every one of those times and had the reason for the engine light being on. The same reason EVERY time was for the Mass Air Flow Sensor which was 'replaced' on 3/16/22. I spoke with numerous people and they advised I should not have this issue happen as many times as it did for the replacement part. The vehicle was never running 'rough', that was never even talked about. The light came on indicating there was an engine issue, like every other time...I took it to Auto Zone for them to run the diagnostics and it came back as Mass Air Flow Sensor. I was told be ****, that he replaced the part when I brought the vehicle back in June and he just wanted that ****** Review (which I attached).I do NOT want to take my vehicle back to a business that has caused more time and frustration for the issue not being fixed. I would like to be compensated for the part and really I would ask for the time I have wasted at this business explaining myself. We had another auto body shop look at the same issue, Car-X advised they had fixed within the past few weeks and they advised that Car-X replaced the Mass Air Flow with a very low quality part and one that shouldn't even be used in my ****** Rogue and this is why the sensor keeps failing. They provided print outs and explained it in depth. We have a baby due soon and we need a reliable vehicle and by having this on going issue happening has caused a lot of stress.
I have reached out to Car-X on multiple occasions and have left messages with no response. They have advised they have called me to discuss this matter, but I have no missed calls or voicemails from them. You would think as a company if they are wanting to speak with me, they would leave a voicemail with the contact information of who I can reach out to if I have missed their phone call while I am at work.
This business has treated me like I am a liar and that I haven't come in to the store MULTIPLE times with this ongoing issue that they had 'fixed'. I have been in the store 4+ times since March of 2021 trying to get this matter resolved and made multiple phone calls to the business. For ***** to say that I haven't contacted them once about my issue until writing to the BBB claims is absolutely absurd.
All I want is the money I spent on this issue to be refunded because clearly they either never truly replaced the part like they said they did or it was a noncompatible one for my vehicle. I will never step foot back in that door. I will also make sure that others are aware of this situation and never recommend Car-X to anyone I know ever again. This has been a true nightmare.
Sincerely,
*****************************Business Response
Date: 11/01/2022
Dear BBB,
To reiterate the initial service was completed in March 2021. As a courtesy we replaced the initial part in June 2022. She is not owed a refund since we did not charge her for the service.
Sincerely,
***********************
Customer Service Manager
Car-X LLC
Customer Answer
Date: 11/01/2022
Complaint: 18149046
I am rejecting this response because:the initial issue was faulty which caused multiple problems and additional trips into Car-X for them to check the filter and again replace the faulty one (that was replaced by Car-X in June) which will need replaced again because its the bottom of the barrel replacement and isnt compatible with my vehicle. These responses shows the care and type of resolution/service you receive from this company. They know theyre in the wrong yet, they choose to not make it right. Still havent received any phone calls regarding this matter either.
Sincerely,
*****************************Business Response
Date: 11/04/2022
Dear BBB,
We have tried to resolve this issue with the guest the best that we could. As a courtesy we replaced the part which had been out of warranty, at no charge. The Mass Air Flow sensor we put on her car is not a bottom barrel replacement. All parts we use are thru Auto Zone. Their parts are OEM and vehicle specific. If the vehicle is running rough it is highly likely due to another issue.
There is not a lot that we can do for her if she does not want to bring her car back to us. If she decides to bring her vehicle back to us, we are more than happy to replace the part again. However, she would have to pay for this.
We would like to consider the matter closed.
Sincerely,
Car-X LLC
Customer Answer
Date: 11/08/2022
Complaint: 18149046
I am rejecting this response because: This still doesnt satisfy the issue and the time that *** spent regarding the mass airflow sensor and bringing the vehicle in multiple times. I do not consider this issue closed. The part that was used is not suitable for my type of vehicle. Car X going through AutoZone does nothing for the issue of the incorrect part being used. My car is not running rough and the only issue there is is the mass airflow sensor for which I have paperwork on multiple occasions from AutoZone on every time the sensor light came on over the past six months. Furthermore how can a company who has created an issue, an ongoing issue expect me to bring my car back in there to be fixed and pay for it? This is something that I should never have to pay for since the part was faulty to begin with and went out Two months after it was put in as a courtesy replacement. It makes me wonder if the part was actually ever replaced? From the research that I have done, this should have not been an issue this quickly and all the paperwork that I have from every time the check engine light has come on Specifically read that its the mass airflow sensor. You as a company should make things right when it comes to your customers and take the fault when mistakes were made. The only thing that will be excepting of this situation is a refund. CarX has caused more time and effort on my part and bringing the vehicle specifically back to that business over the past six months as well as having to take it to AutoZone multiple times to have the engine light evaluated and ran And on top of it, taking it to another location to have another mechanic look at the issue. This has been a huge headache and its very upsetting that a company who pride themselves in doing good work and taking care of the customer is doing no such thing in my situation. By replacing the part back in June as a courtesy, does nothing for me when the part does not work and causes further issue a month later. I do not consider this case closed.
Sincerely,
*****************************Business Response
Date: 11/09/2022
Dear BBB,
This guest is not owed a refund. Therefore, the request for a refund is denied.
Sincerely,
Customer Service
Car-X LLC
Customer Answer
Date: 11/10/2022
Complaint: 18149046
I am rejecting this response because: A refund is the only satisfactory option that I feel is fair in this situation. Due to the time and ongoing issue with the part, nothing else will be satisfactory. Based on the status of this ongoing issue, this is more of a reason that I would never refer anyone to this company for any business. They dont treat their customers right and create more headache for the problems that they caused. This is absolutely unreal customer service. I, as the customer am not returning to the store to have to pay for the part that shouldve been put into my car correctly the first time. This is absolutely absurd.
Sincerely,
*****************************Initial Complaint
Date:08/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
August 13, 2022 we ordered 2 tires at $183.99 each to be installed at *********, ** store #****. No estimate of the work was provided other than the price of the tires. We were called Tuesday, August 16th and told the vehicle was ready to be picked up. Nothing regarding the cost of the work was stated. Upon arrival to pick up the vehicle and pay, my wife was presented with a bill totaling $670.84. My wife was surprised at the amount and when she questioned why it was so high the cashier went over the invoice. Carx had provided service we were not asked for not agreed to have completed prior to receiving the invoice for payment. Carx had performed an alignment for $129.99 and charged a Road Hazard Coverage at $30.99 per tire. Neither of these services had been approved by us before being provided. When my wife questioned why they had been done the Tech 059015-0.00 stated that Carx typically provided the service. My wife, although did not want to pay the total invoice amount did so. August 17th, I went to the Carx store to speak to the manager stating that we had not been asked whether or not we wanted the charges in question provided and would not have given approval had we been asked. The Manager my wife had approved the services. I replied that she had not at any time before seeing the invoice for the work approved of anything except installing 2 tires. He continued stating my wife had approved. I asked for a refund of the alignment and road hazard. Again, the manager stated your wife approved. I stated I would be making a complaint and that we would never use Carx again. I have the complete invoice and there is no signature from my wife on the invoice at all, let alone stating her approval for the service. I feel Carx should refund the entire amount of the invoice for providing services we were not informed of beforehand or approved of. Thank you, *********************Business Response
Date: 09/19/2022
Dear BBB,
This complaint has been resolved. Our guest was given a refund for the tires.
Sincerely,
Customer Service
*********
Initial Complaint
Date:08/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 17653586
I am rejecting this response because: I have taken my vehicle to the facilities on several different occasions having already spent $3999 on the vehicles and the are not operating properly and it has been months since trying to get his resolved. When I am at the facility and a representative rides in the car with me they hear it and then when it comes time to pick the vehicle up it is an different situation. I do not feel comfortable with allowing this facility to service my vehicles any longer this process was unacceptable and I can not afford to waste anymore time nor funds. I would like a refund so that my vehicle can be taken to another facility to be fixed properly. I have also taken my vehicles into another facility and what was stated that was fixed at CarX is still an issue.
Sincerely,
*************************Business Response
Date: 08/15/2022
Dear BBB,
This guest has two vehicles, a Durango and a *******. The Durango is the vehicle that we found needed additional repairs. According to the team at our store in ****************** (who took a look at her vehicle for her), they found front end work that is needed. Typically, both left and right sides of ball joints would be replaced. Our store in ******* had only replaced one side. We believe our guest is still having issues as a result of not repairing both sides of the vehicle. We are offering to warranty the alignment and apply discounts for the inconvenience taking the price down to about $1000
We test drove the ******* several times and could not replicate the the noise they were hearing. We have gone to the extent of having multiple employees ride together to add weight and hopefully create the issue ************** has described. As stated, we could not replicate the issue. We tighten all ******* down and believe if she was hearing something, that could be the cause. The guest has picked up the vehicle and was not charged for those services.
Business Response
Date: 08/19/2022
Dear BBB,
We stand by original response but would like to note that our District Manager contacted the guest but did not get a return call. At this point, we believe all issues have been resolved from the original repair. Additional work is needed to the vehicle and a discount was offered.
Sincerely,
Customer Service
*********
Customer Answer
Date: 08/22/2022
Complaint: 17653586
I am rejecting this response because: I never received a call and reached out via text and phone to district manager. I would even accept a partial refund I am having my vehicle serviced at another facility.
Sincerely,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.