Business Profile

Auto Repairs

Car-X, LLC

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.

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Submit a Complaint

The 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:10/28/2024
Type:Service or Repair Issues
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.
I am writing to formally express my concerns regarding a serious safety issue that occurred following brake repairs performed on my vehicle at your location on October 17th. The brakes and pads were replaced, and I trusted that the repair was completed with the highest safety and quality standards in mind. However, on October 18th, while driving on the interstate and exiting, my brakes failed completely as I approached a busy intersection. The experience was not only frightening but also put my safetyand the safety of others on the roadat extreme risk.I appreciate that Car-X covered the cost of towing and corrected the repairs. However, I feel compelled to highlight that an apology alone is not sufficient to address the impact of such a critical oversight. Brake failure is an incredibly dangerous issue, and the implications of what could have happened are profoundly unsettling. I believe its important to ensure that other customers dont experience the same issue, and I strongly urge Car-X to review its quality assurance and safety checks thoroughly.I trust that Car-X values customer safety and will take the necessary steps to prevent similar issues from occurring in the future. I look forward to a response that demonstrates Car-X's commitment to safety and reliability.Thank you for your attention to this urgent matter.Sincerely,******* **************** *******
Business Response
Date: 10/28/2024
District Manager has been notified and will contact the customer.

Customer Answer
Date: 11/05/2024

Complaint: 22481831

I am rejecting this response because: I never received a response from them.

Sincerely,

******* *******
Business Response
Date: 11/15/2024
Escalated to Zone Manager. Will contact customer by *****
Customer Answer
Date: 11/19/2024

Complaint: 22481831

I am rejecting this response because we never received any communication.

Sincerely,

******* *******
Business Response
Date: 11/19/2024
Case #******** ******* ******* (Response)
Spoke to customer and he explained his concerns. Location fixed vehicle. He is not happy that nobody from MONRO responded to his complaint. We apologized on behalf of *****.
Customer Answer
Date: 11/19/2024

Complaint: 22481831

I am rejecting this response because I have not received an apology. I keep getting a push around. This was a serious event that happened and could have killed my soon to be wife. I shouldn't have to contact BBB to get an apology and then not even receive one.

Sincerely,

******* *******
Business Response
Date: 11/20/2024
I ******* ******** personally spoke to ******* ******* on Tuesday November 19th. I left a message on his voicemail at 11:54 am and he called me back at 2:24 PM.
Any questions or concerns please dont hesitate to call me back.
Thank You
Customer Answer
Date: 11/20/2024

Complaint: 22481831

I am rejecting this response because: I do appreciate the phone call. However, I was lied to stating they tried to contact me before. All in all, I am horribly disappointed in CarX between the issues with the car and now the dishonesty of the manager.

Sincerely,

******* *******
Initial Complaint
Date:10/20/2024
Type:Service or Repair Issues
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.
I got an oil change in late September at the **************** location, prior to driving out of town. Once I got back I noticed noises coming from my engine, so 2 weeks later, took my car to my Kia *********** Paid over $200 and only to be told that my car had absolutely no oil in it. My engine couldve been ruined due to this! I reached out to the Car-X location to file a complaint and it just so happens to be closed permanently. So I took the next step and went to a Car-X in a surrounding area. Filed a complaint, provided my documents and receipts and I have been given the run around. This needs to be addressed asap. I will not be returning nor referring to this company.
Business Response
Date: 11/04/2024
Complaint forwarded to **** ******. He will contact the customer and get this resolved.
Thank You,
Initial Complaint
Date:10/11/2024
Type:Product Issues
Status:
ResolvedMore 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.
I visited the Car-X location in ************ IN at ************ Sunday September 29th around 9:30 am where I was told initially that the oil change package that I purchased through Groupon could not be redeemed because of the type of oil my car required which is incorrect, i could have used a partial synthetic oil, I just can't make a habit of it. After purchasing the full synthetic package I was advised that the services I needed were not able to be completed because they didnt not have the tools needed to remove the bolt to perform the oil change. They advised me to go to Car-X in Portage IN. I then traveled 30 miles to Car-X located ***************** where I was advised that they are not part of the franchise and can not honor the Groupon. I had to pay out of pocket for the services to be completed. I do not have the names of these employees in ************. I emailed the corporate offices of Car-X while waiting for the oil change and I am currently waiting for a reply. I have also contacted ******* to refund me for the orders and am waiting for resolution. two orders Groupon order number ********** $31.99 and ********** $69.99
Business Response
Date: 10/17/2024
** notified for customer complaint.
Initial Complaint
Date:10/02/2024
Type:Customer Service Issues
Status:
ResolvedMore 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.
On 08/06/24 I went into Car-X ***** ***************************I went in for new tires. I bought 4 new tires. Not two months later the passenger front tire has a bubble in the tire. I shouldnt drive with a bubble in the tire. I go back to Car-X and was told the tire will be there tomorrow afternoon. The tires are defective and it is showing. The cashier and the mechanic get mad at me because Im mad that I have to drive like this! I believe they could have sent for that tire, but because its free they didnt want to do it. Poor customer service.
Business Response
Date: 10/17/2024
Customer was advised to return to the store the following day for a tire replacement.
Initial Complaint
Date:10/01/2024
Type:Product Issues
Status:
ResolvedMore 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.
On Aug. 8, 2024, I was contacted by ****** *******, the manager at Car-X on ***************************************, saying that I would receive a refund for $1,249.39 back onto my account in 7-10 business days. However, as of Oct. 1 2024, I have not received the refund. Why would he call me saying I'm going to get a refund, but I HAVE NOT RECEIVED MY REFUND. It's been over 30 days. I don't know what kind of games this business is playing, but I am going to get my money back! They are not getting rid of me until I get my money back. *** already filed a complaint about this matter with the ************************. This location needs to be shut down immediately!
Business Response
Date: 10/17/2024
Customer received refund via check on 9/23/2024 per district manager **** ******.
Customer Answer
Date: 10/18/2024

Complaint: 22363444

I am rejecting this response because:
I did not receive a check in the mail. I have not received a check in the mail, as of October 18, 2024. I have not received the refund via direct deposit either. I dont know what kind of games this business is playing, but Im not stopping until I get my money back!
Sincerely,

******** *******
Business Response
Date: 11/19/2024
Case# ******** & ******** ******** ******* (Response)
Spoke to customer and she received refund on November 1st. Both cases are resolved

Customer Answer
Date: 11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope this never happens to another customer. The ************ location needs to be shut down ASAP!

Sincerely,

******** *******
Initial Complaint
Date:09/20/2024
Type:Service or Repair Issues
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.
I took my vehicle to Car-X to get the tires balanced and rotated. Upon getting the vehicle back, the tires were even more out of balance and would barely hold the road.I took the vehicle to another shop who rotated and balanced the tires correctly. They stated there were excessive wheel weights put on the vehicle along with old wheel weights that were not removed. Car-X in ********** has my documentation.
Business Response
Date: 09/22/2024
Customer complaint forwarded to district manager for review. DM to contact the customer
Customer Answer
Date: 09/23/2024

Complaint: 22316721

I am rejecting this response because:
When I initially went back to CarX and showed them a copy of a receipt from the other shop that fixed the vehicle, the workers told me I should have brought it back there. They said they would talk to the manager.
I called at 7:00 PM and spoke to the manager about the issue and he said he was not going to issue a refund that night because they were about ready to close and that we would have to discuss it on Monday. I felt he was rude about this and asked why because I had provided him documentation from the other shop. He said no, not until it was discussed further. I decided to turn this over to the BBB at this time.

Sincerely,

Neil Foor
Business Response
Date: 09/24/2024
DM to contact customer. Escalated to Regional Manager
Customer Answer
Date: 09/24/2024

Complaint: 22316721

I am rejecting this response because: they have yet to reach out to me regarding this issue.

Sincerely,

Neil Foor
Business Response
Date: 11/20/2024
Left message with customer 11/19 @ 11:55 AM and again at 1:55 PM
Left message today 11/20 @ 10:55 AM and waiting for call back.
Have no shop # or location to resolve complaint. Requesting for this to be removed.

Thank You,
******* ******** | Director of Franchise Operations & Training
Initial Complaint
Date:09/04/2024
Type:Service or Repair Issues
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.
In May 2024,I brought my van to CAR-X for some repairs to fix a thumping sound and vibration at higher speeds. I suggested the problem may be in the CV joint or axle for which I was told it probably was not that because if it was, it would be leaking. They replaced the shocks and struts, but the thumping and vibration was still there. Over the course of the next few appointments in June and August, there was more replacement of the rack and pinion, wheel bearings, but the thumping and vibration remained. Before I got the car back, the shop was unable to correctly do an alignment are "trying seven times". I had a 700 mile trip to take and the shop said the van was "safe to drive". The amount of vibration, thumping and grinding was worrisome. After spending $5509.23 at CAR-X, I took the van to a different shop (************************) where they found much of what was installed by CAR-X was not tightened or torqued down. This is why CAR-X was unable to do a correct alignment. As I originally suspected, the problem with the thumping was the CV axle which needed to be replace. Notes enclosed. CAR-X was negligent in diagnosing the problems, incorrectly installing unneeded parts for the problem and worst of all, sent me off in an unsafe car for a long trip where I could have harmed my car, myself or others.I want a full refund of my costs through CAR-X of $5509.24.
Business Response
Date: 09/04/2024
The guest has been back to the store several times since the new manager has been there and he was the one who saw the rack and pinion was the issue. After it was repaired the Store Manager and ASM told me the guest was happy and doing donuts in the parking lot gave a thumbs up and thanked the team for resolving the problem. That was the last they heard of the guest. The manager, a master mechanic, ensured everything was tight because he had been there so many times.
Customer Answer
Date: 09/05/2024

Complaint: 22237996

I am rejecting this response because: The response is wholly incorrect.
1: The guest has been back to the store several times since the new manager has been there and he was the one who saw the rack and pinion was the issue.
A1: The rack and pinion was not the issue and previously the shocks and struts were not the issue. It was the CV axle.
2. After it was repaired the Store Manager and *** told me the guest was happy and doing donuts in the parking lot gave a thumbs up and thanked the team for resolving the problem.
A2. When I left, it was on my way to a 700 mile trip with thumping and vibrating. They asked me to return for a alignment "after the rack and pinion settled in". Ask them how they sent me off in an unsafe car (for which they told me was safe) whose alignment was incomplete and pointing about 10 degrees to the right.
The store manager and the *** are amicable guys and I enjoy speaking with them. However the malpractice and of not installing their components completely based on three days later taking it to another shop demonstrating how much of everything was loose tells a different story. There were no donuts and teach me how you can do donuts in a ****** Sienna minivan. That is a lie.
The second to the last time I was at CAR-X and they said everything was good, I immediately left and there was hard grinding in the drivers side wheel when turning to the left. I immediately turned around and after looking at it, they said the rack and pinion was installed backwards, so ask them about that.
3. That was the last they heard of the guest. The manager, a master mechanic, ensured everything was tight because he had been there so many times.
A3. I went to a different shop because my original problem reported in May was not fixed and I was worried for my safety and my car's safety. Would you keep bringing your vehicle to a place that continually cannot diagnose and correctly fix a problem. ***** ** and ****** *** are nice and personable guys but I cannot trust they will do the right thing for me. Just because the manager was a master mechanic, does not mean it was done correctly.
Lastly, please explain to me how from the notes from ******* ********* indicate everything that was installed by CAR-X was loose. Also how was the CV axle was not replaced by CAR-X but was indeed the problem detected that I initially thought in May was the problem, was the problem and got it fixed by *******.
"Checked into the vibration on acceleration and found both CV axle inner joints are every worn and loose. This is causing the vibration."
"Going to tighten the bolts and recheck operation. Had to Tighten Ball joint Nuts, Struts, and Steering rack Bolts were all loose."
I can get affidavits from ******* staff indicating the car was not safe to drive which is contrary to what CAR-X said four days before.
Sincerely,
**** *********
Business Response
Date: 09/05/2024
District Manager to contact customer.
Customer Answer
Date: 09/12/2024

Complaint: 22237996

I am rejecting this response because it has been seven days and the district manager has not contacted me.
I am looking into legal options if this does not get some attention.

Sincerely,

**** *********
Business Response
Date: 11/19/2024
Case # ******** **** ********* (Response)
Spoke to customer and have forwarded his complaint to ***** ********. Original DM no longer with the company.
Customer Answer
Date: 11/25/2024

Complaint: 22237996

I am rejecting this response because It has been six days and I have not heard back form ***** ********.
Again, I am extremely disappointed in the lack of response, lack of urgency, and lack of customer care that has been shown to me.
An acceptable resolution had previously been made (months ago) of a full refund by the previous DM and all I want is for CAR-X to follow through on that commitment. End of story.
I needed to update this BBB complaint because they automatically close with no action after seven days.
Sincerely,

**** *********
Business Response
Date: 12/12/2024
District manager has been assigned to customer complaint. Any question's related to this complaint should be directed to "***** *******" ******************************************************************************
Customer Answer
Date: 12/18/2024

Complaint: 22237996

I am rejecting this response because it has been almost a week since this last update and I have not heard from *****. I sent ***** all of the information almost a week ago.
I wish the leadership of CAR-X and ****** would take this issue seriously and actually do something instead of sending me the fourth district manager in four months who does not contact me.

Sincerely,

**** *********
Initial Complaint
Date:09/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Went to tire shop to have them look at a tire with slow leak. They stripped 4 lugs with incorrect lug socket.Cost me $386 at Mercedes dealer to extract and replace lugs!
Business Response
Date: 09/04/2024
Complaint turned over to *********************.
Initial Complaint
Date:08/31/2024
Type:Service or Repair Issues
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.
This is further information regarding the complaint submitted on 8/30/2024. The dealership my 2013 **** Edge SEL was towed to diagnosed the vehicle with a bad brake booster. Attached screenshot of repair quote to show what issue Car-X had overlooked leading to them insisting that I should drive the vehicle and it was fine.
Business Response
Date: 09/03/2024
District Manager ***** to contact customer and help resolve complaint.
Customer Answer
Date: 09/04/2024
Complaint: 22224438

I am rejecting this response because: Further information attached regarding complaint recently submitted regarding SE 14th St location. Attached is the incorrect repair performed by Car-X, the correct repair performed by ************* Dealership, and **** receipts (over $70) as I had no car for 1 week. Also, due to lack of transportation I missed an 8 hr shift on 8/31/24 at ********* where I work part-time. I lost roughly $200 in pay and cannot regain the lost wages. Car-X has cost me a significant amount of financial loss due to their incorrect diagnosis and almost landed me in a car accident. Thus far they choose to minimize and disregard the issues they have caused for a long time, lower income client.

Sincerely,

******* Crawford
Business Response
Date: 09/04/2024
Following up with DM
Customer Answer
Date: 09/11/2024

Complaint: 22224438

I am rejecting this response because:

Have not been contacted by District Manager (DM).

Sincerely,

******* ********
Business Response
Date: 11/19/2024
Case# ******** ******* ******** (Response)
Spoke to ** Tyson ******** Brake issue resolved. Customer satisfied
Customer Answer
Date: 11/26/2024

Complaint: 22224438

I am rejecting this response because:
DM has never contacted me. Nothing was resolved.

Sincerely,

******* ********
Business Response
Date: 12/12/2024
We explained the work we did had nothing to do with her other issue.
The work we performed was for grinding brakes based on an inspection and estimate we had given her two weeks prior to her coming back to have the work completed.
At no time did she ever inform us of a soft pedal issue until a couple days after the brake pad and rotor replacement.
We explained the brake booster is an entirely different part of the system and that brake pads and rotors have no correlation to the booster.
We offered for her to bring the vehicle back and we would inspect it and do what we can for her, she declined that and took the vehicle somewhere else.
Initial Complaint
Date:08/28/2024
Type:Service or Repair Issues
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.
I went to Car-X to have my car inspected. They inspected it and was told the rear brakes need to be adjusted. this was done at a cost of $56 and then I was told it was fixed. A week later there was a grinding noise, in which I called but was told they were booked for the day. I ended up taking this to another local shop in which upon opening the rear drum "Which Car-X did not do when they adjusted the brakes/Inspected" it was discovered the PINs that hold the pads in place where broke. so was charged twice because the people at Car-X can't diagnose or inspect brakes correctly. I did put a dispute in, but it was denied.
Customer Answer
Date: 08/28/2024
See attached Transaction for Carx
Business Response
Date: 11/19/2024
Case #******** ****** ****** (Response)
Spoke with customer and he was happy with follow up. Complaint resolved

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Car-X, LLC is BBB Accredited.