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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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:08/09/2024
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.
My car was towed to Car-X because it was leaking anti-freeze. I received a call from the manager of Car-X ****************** informing me that it was my water pump and that it is covered under warranty and give him a few days to get the part in and repair my car, a week later I called to check on my car and I was told the mechanic went on vacation and he will be back in a week a week later I called to check on my car again and I was told the mechanic came back from vacation, but hurt his hand, a few days later, I went to check on my car and the manager ****************** had transferred to the ******* Indiana car x and had lied and told the young lady *******, who is currently the manager at the store that Me and another customer was going to have our car towed. I told **************** never told ****************** any such thing. She contact him on the phone and then she gave the phone to me to talk to him. He told me she misunderstood what he was saying. He told me he was going to send someone over to fix the car because it was no mechanics at the Homewood car X. location that knew how to put my car back together. Now ******* is saying the person they sent to put the Water pump on, said now my car is misfiring and has 100 codes and stated that they do not know how to put my car back together and that they were gonna clear the codes and let my car run to see what is going on. Car-X has had my car for a month. I have spoken to ******, which is the place you call to file a complaint. They have reached out to All levels of position starting with the current store manager ******* to ******************. the previous manager who initiated the repair, to **************, who is the regional manager, to *** ****************** who is the *** I have to keep calling them because no one calls me regarding my vehicle. Im always told someone would call me and no one does, I had recommend that they tow my car to a lexis dealer to find out whats wrong with it at Car-X expense and have my vehicle repaired.
Business Response
Date: 08/24/2024
MONRO customer service is working directly with the complaint
Customer Answer
Date: 08/26/2024

Complaint: 22114597

I am rejecting this response because:
Monro is not working with me, I had spoke to a ******, ********, who never reached back out to me regarding my complaint after I had spoken to her, I end up finding out who the vice president of the company was and I Contacted him ( The vice president, ) ***************************** who immediately took action and started working with me regarding my complaint and I give all credit to ******************. I will inform BBB of the outcome once everything is completed
Sincerely,

*************************
Business Response
Date: 08/26/2024
*************************** (VP of Operations @ MONRO) is working directly with the guest to resolve there concern's.
Customer Answer
Date: 08/27/2024

Complaint: 22114597

I am rejecting this response because:
I am waiting on the company to complete the repairs on my car so that I may be able to close the case
Sincerely,

*************************
Business Response
Date: 11/19/2024
Case #******** ****** ****** (Response)
Original resolution rejected twice by customer. **** ****** (DM) Had vehicle serviced at the dealership.
Customer Answer
Date: 11/20/2024

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.

Sincerely,

****** ******
Initial Complaint
Date:08/08/2024
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.
On July 21, we dropped off our truck to be serviced by Car X. The intent was to fix the manifold. On July 22, they evaluated the truck and called to say it was going to be a couple of days because they had to order parts due to both manifolds needing to be replaced. Two bolts and a hose also needed to be replaced. We were told we could pick it up in a couple of days. We did not hear anything from them after that, On July 31, I called about the status of the truck. They said it would be ready in a couple of days. On Aug 1, I called to see if the truck was ready and was told that the technician was off that day and they didn't know the status of the truck. On Aug 2, we called and were told they had had to order a part the previous week, so had to check on the status of the part. They also said they had contacted the other stores in the area, but that they did not have the part they needed. On Aug 6, I called to check on the status of the truck and was told that they still had not gotten the part, but that they were going to ask the other stores nearby to borrow their part (even though we had previously been told the other stores didn't have said part). On Aug 6, I called back to see if they had gotten the part needed and was told they were picking it up that night and would get the truck fixed the next day. On Aug 7, I called to see if truck was ready to pick up and was told the technician was on lunch and had not fixed our truck yet. I asked when he would be back, she gave me an estimate of an hour and I said I would call back later. On Aug 7, later that day, I called twice and no one answered. On Aug 8 during business hours, my husband called twice and no one answered. He then blocked his phone number and called, and they answered. He was told they have no idea when the truck will be fixed, and they have no manager. We are unable to take our truck anywhere else, it is undrivable due to the fact that they have it torn apart, but are not fixing it.
Business Response
Date: 08/24/2024
DM is working with the customer and store to resolve concern.
Initial Complaint
Date:07/29/2024
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.
Poor service and safety issue
Business Response
Date: 11/19/2024
Case # ******** ******** ********* (Response)
We have made multiple attempts to contact the customer. The customer has a mailbox that is not set up and is not taking calls.
Customer Answer
Date: 11/19/2024

Complaint: 22061112

I am rejecting this response because:
I can be contacted 3 ways :
I can be reached via mobile #
@ ************ or
email:
********************** or
************************************

Sincerely,

******** *********
Business Response
Date: 12/03/2024
Customer complaint has been forwarded to Franchisee. Director of Operation to contact the customer directly.
Customer Answer
Date: 12/04/2024

Complaint: 22061112

I am rejecting this response because:
I will wait to hear back from the franchise director of Operations before I close out the ** compliant .
BUSINESS:

Customer complaint has been forwarded to Franchisee. Director of Operation to contact the customer directly.
Sincerely,

******** *********
Business Response
Date: 12/20/2024
******** ******* states she had to bring her son's vehicle back 3 times to fix the brakes we charged for. We replaced the front pads, rotors, and the right front brake hose and caliper on 4/24/24. A few days later the vehicle was brought in for the parking brake light on. We did not service anything with the parking brake and informed the customer it was not related to the previous repair. We informed the customer we did not see anything that would cause the issue. Two weeks later 5/8/24 she came in and had the oil changed and stated no issues with the vehicle. The next week after the oil change the customer brought the vehicle in stating the brake pedal was low. Car-X stood behind our warranty and replaced the right front brake caliper free of charge due to being defective. We spoke with the customer today to verify the brakes are working properly and currently have no issues. Car-X has fulfilled all obligations related to this customer and views this complaint as closed.

**** ******
Operations Manager
********** d.b.a. Car-X **** & Auto
Customer Answer
Date: 12/20/2024

Complaint: 22061112

I am rejecting this response because:
Im not a satisfied customer .
I dont feel like Car X is being honest .
There was no mention when I took my vehicle back the second or third time , of the right front brake caliper being defective. There was only talk of the machine that determines what is wrong wasnt working properly. At the least a monetary refund should have been offered for my time , inconvenience and safety issues.

Sincerely,

******** *********
Initial Complaint
Date:07/24/2024
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.
I went to CarX to have my car inspected. They inspected it and charged me $168 and then told me that they had fixed it, and they asked me to drive it, and that if I have any problems to bring my car back to them and that they will fix it for free because they give a one year warranty on repairs. But I had to bring my car back again than they told me it was something else, then told me everything was fine. But I had to come back a third time cause the problem still persist. And then I came back two more times. They continue to tell me different things was wrong. During one of the times I came back I was told by the manager that they have to do a process of elimination.I came back to this CarX 4 times. And the problem has never been resolved. They waisted my time and had me driving a car back and forth that was unsafe for a senior with a disability. Therefore I am requesting for refund of my money Because I feel I was manipulated. After they supposedly fix my car, they sent told me it was fine and requested that I drive the car around. They replaced my thermostat and bleed out the system then charged me an additional fee of $53 and to let them know if I have any other problems. But I had to take my car back a 3rd and 4th time. I feel Ive been manipulated and I would like a refund of my money so I can go elsewhere and find someone whos capable of working on my car and is truly knowledgeable in auto tech. unfortunately this speaks volumes about this CarX shop, and Im shocked to know that CarX will permit this type of situation. My hope is to receive a refund of my money because I feel manipulated. If I do not receive a refund of my money, I will be forced to file a consumer lawsuit for incompetence against a senior with a disability. This happened at the CarX Store on ************************************************* The manager there is ***************************. ********* who worked on my car twice is *****************************. It is my hope to resolve this issue in a positive manner.
Business Response
Date: 11/19/2024
Case # ******** **** ******* (Response)
Spoke to customer and DM **** ******, confirmed customer refunded from location. Resolved
Customer Answer
Date: 11/20/2024

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.

Sincerely,

**** *******
Initial Complaint
Date:07/18/2024
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.
Took my car ro CarX on June 3. They placed it on the hoist incorrectly, causing $2626.04 (current estimated cost -- which may change). Car is currently being repaired. I have called and sent emails to District Manager to no avail.
Business Response
Date: 11/20/2024
Case #******** ******* *******

Claim Was Paid and BBB complaint has been resolved.

Thank You
Customer Answer
Date: 11/20/2024

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.

Sincerely,

******* *******
Initial Complaint
Date:07/16/2024
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 had new tires installed on April 23, 2024. All the lug nuts were over torqued and one had to be replaced. Two tires were installed backwards (tread arrows pointing wrong way) and had to be remounted. These problems were discovered by my regular mechanic during a routine oil change two days later. I had him do the repairs as I did not trust Car-X due to their poor work.I went to the ************ and showed them the written report from my mechanic. They stated they would file a complaint on my behalf. I also contacted ***** and opened a case. I emailed my mechanics bill to them. I have never been contacted or received a refund from Monro/Car-X.
Business Response
Date: 11/19/2024
Customer received refund per **** ****** (DM)
Business Response
Date: 11/19/2024
Case #******** ***** ****** (Response)
Customer received refund per **** ****** (DM)
Initial Complaint
Date:07/13/2024
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.
had high pressure fuel pump replaced here around end of february. started leaking fuel and was defective. shop didnt do the right thing and get me in adap since it was their repair, told me it would be up to a week before they could look at it. told them i need it for work and that is unacceptable since they did repair in the first place. took it to ************ ******* of fond du lac who fit me in asap, and they said fuel pump was defective and had crack in it, and said only way they could see this happening is if the mechanic dropped it, didnt notice anything, and installed it anywayscalled car-x in fond du lac back and told them what was said, and shop mgr **** said to bring bad part to him and he would submit a refund request to corporate, and would take up to 5 weeks to hear back. i told him i wasnt being greedy, i just wanted a refund in amount of what 2nd shop charged to replace it (which was almost 1/2 the price that car-x charged me i might add)fast forward to june (almost 16 weeks later), never heard anything back, and kept being told they havent heard back from corporate yet. i said i wanted a contact #, email address, and claim number for this refund request they claim they submitted. was told they would call me with this info, and surprise, surprise, i havent gotten a phone call or return phone call after that giving me the info i requested, and not even a response about the refund request either.they are intentionally avoiding me and not giving me the necessary info, most likely because they tried to pull a fast one and never submitted the request etc.this is absolutely ridiculous and have entertained suing them for these shady business practices if i dont get info, or appropriate reimbursement
Business Response
Date: 08/15/2024
Resolved complaint

District Manager processed the refund and the customer was contacted.
Initial Complaint
Date:07/11/2024
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.
Went into the East 53rd location in ********* for a tire rotation. As far as I know, they rotated the tires. I asked them if they could tighten my parking brake because with a manual transmission, the parking brake is not only necessary to have but is pertinent in making sure the parked vehicle stays where its supposed to, without rolling. They told me that I would need to replace the back left caliper and that my rotors were in bad shape. At this point I still didnt trust the shop to do it but I ended up getting the parts replaced. Made an appointment to now get my parking brake tightened and now we had a whole other issue due to the reason why they couldnt do it. Not only did I waste an hour and a half of my time, they dont specified that my parking brake cables were stretched and I would need to replace them so they could perform the job. How is it that they didnt specify that the first time when only the caliper was the issue? Are they just trying to nickel and dime customers? They also quoted me itd be $50 when I tried to get it done the first time and when I went back only a couple weeks later, they told me $80. Then said they could do it for $60. What kind of bad business practices is the company trying to pull? I would highly suggest anyone who thinks that going to them is a good idea, please think again and go somewhere else. You guys should be ashamed of yourselves and Im just really disappointed in the manager, workers and company as a whole. I asked the manager if he could speak to the mechanic who checked out my vehicle the last time when he couldnt complete the job and he acted like he couldnt do that for me. Just shameful and wrong. Do better. Whats really crazy is that only a few days later, I ended up going to a shop that had been recommended to me locally based, they were able to tighten my parking brake and did it for less than Car-X quoted me and DID IT WITHOUT REPLACING THE PARKING BRAKE CABLES. Isnt that just crazy? Whodathunkit.
Business Response
Date: 08/07/2024
*********************, District Manager for Car-X, spoke to ******************** today. He explained the issues to the guest, and she was satisfied with the response.
Customer Answer
Date: 08/07/2024

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.

Sincerely,

*********************************
Initial Complaint
Date:07/04/2024
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.
I took my car to Car x in February for a proper diagnosis of my vehicle because it was overheating. They diagnosed my car and was told my coolant reservoir was the reason for it overheating. I was told that the car was sucking up antifreeze like crazy, as soon as they put it in. So I got the reservoir changed as I was told, paying $850. Upon picking up my car, the front guy named *** told me a price that was over exceeding what me and the manager at that location talked about(******). I snapped about the price saying that the price that he just gave me was not what me and ****** talked about. He adjusted the priced to what I was told over the phone. I left with my car and less than a few weeks later it started to overheat again. I took back up there. The 2nd time taking it up there, *** was rude and its as if they didnt even look at my car. I picked it up within a few days. After picking it up, it was over heating off and on. I was told that my car wouldnt overheat after fixing the problem. I was wrong, I ended up taking it back in May for the same exact issue! The car ended up dropping on me in the eway. I had been constantly putting in antifreeze after the fact they had supposed to fixed the reservoir. This last time they had my car for a month. I had to keep constantly calling them about my vehicle thats just sitting. 3 weeks later they tell me that my engine is gone. I had bought a brand new battery from autozone and placed it in the back on the floor. When I finally got my car towed back the battery was in the same exact place as it was exactly how I left it so theres no way possible that they couldve installed that to properly diagnose my car. They cannot jumpstart a car without a battery installed. It never got installed. I contacted the district manager(*****) twice already since my second time and simply asked for a refund for the work that it seem like they never done or least did not properly diagnose my car as they should have. I want my $850 back
Business Response
Date: 08/12/2024
Vehicle is repaired. Customer satisfaction per DM
Initial Complaint
Date:06/24/2024
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.
On 6/11/24, my check engine light went on and had a humming sound when I accelerated. I took it to AutoZone on Wed., 6/12/24 to get an idea of why the light went on. According to the AutoZone report, it said it had to do with the Canister Purge Valve (Code P0496 - EVAP System High Purge Flow). Afterwards, on the same day, I took the car in to the nearest Car-X shop. I showed them the AutoZone report and told them about the sound I was hearing. They ran a diagnostic check and came back and said I needed all kinds of repair totaling around $3,000. After going back and forth with the shop manager, I agreed to let them fix the suspension shock or strut on the read; the *** Fuel System Cleaning, and the Purge Control Valve. The cost finally came down to $1,168.37 (including labor, shop fees and taxes). However, I had to apply for their car care credit card so that I can pay back within 6 months. Got the car home and the following day, Thu., 6/13/24, the light went back on. On Fri., 6/14/24, I took the car back to AutoZone and got the same results (Canister Purge Valve). This time code P0456 (Evap Emission System Leak Detected) was added to the original code P0496. I took the car back to Car-X on Sat., 6/15/24. They reconnected the evap line. I was not charged anything for this. On Mon., 6/17/24, started the car to go to work and the check engine light went back. Took the car back to AutoZone and the same codes came up **************** The same day, I called Car-X about the same issue and was told they would have to order the part (Evap Canister) from the dealer (which they said I would have to pay for them to replace) and they would call me on the following Wednesday (6/19/24) when they would receive the part. I didn't get a call until Thurs, 6/20/24. I had to wait until Sat., 6/22/24 due to having to go to work. On Sat., 6/22/24, Car-X replaced the part and charged me another $649.65. Next day, the light went back on! Same code. So frustrated!
Business Response
Date: 08/12/2024
DM and store resolved customers compliant.
Customer Answer
Date: 08/12/2024

Complaint: 21894957

I am rejecting this response because:
I don't see where they responded anything to the BBB complaint. I will say that I had to take the car to another Car-X location much farther away from my home. I was informed by this other Car-X location that the original location never replaced the part they claimed needed replacement. In essence, they lied to me and charged me for a part that wasn't replaced! The 2nd location did finally fix tbe problem.
Sincerely,

***********************
Business Response
Date: 08/24/2024
MONRO customer service is handling this customer complaint.
Customer Answer
Date: 08/26/2024

Complaint: 21894957

I am rejecting this response because:
They just ignored the BBB's request for an explanation? The regional manager called me about 1.5 months ago and left me a voicemail. I returned his call right away and left him a voicemail letting him know I would love to talk to him about my experience. I have yet to hear back from him.
If you need his name, I can provide.

Sincerely,

***********************
Business Response
Date: 08/27/2024

Please contact Car-X customer service for additional assistance with resolving your concerns

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Car-X, LLC is BBB Accredited.