Complaints

This profile includes complaints for Car-X, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Car-X, LLC

  1100 E Woodfield Rd Ste 105 Schaumburg, IL 60173-5121

  
• 

  Car X Tire & Auto

  1223 Sagamore Pkwy W West Lafayette, IN 47906

• 

  Car-X Muffler Shops

  7424 S Stony Island Chicago, IL 60649

• 

  Car-X Muffler & Brake Shop

  2509 N. Ashland Avenue Chicago, IL 60614

• 

  Car X, LLC

  3901 SE 14th St Des Moines, IA 50320

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:12/16/2023

  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 visited the macomb branch of car x. I requested an alignment and to replace all four brake pads (I had my brake pads). They successfully replaced three of the four brake pads. While trying to install the fourth brake pad, the mechanic damaged my brake hose. ****** asked me to pay for the replacement of the brake hose the next day which I declined. ****** said he would hold on to my car for the entire year unless I bear the responsibility for his mechanics mistake. He turned around and said he needed a break before he killed someone, bear in mind that Im a minority and female. I went to the police to report the situation. ****** agreed to making such threat to my life but denied he was referring to me. I havent paid, my car is still at their shop. I feel bullied, threatened, and helpless.

  

  Business Response

  Date: 12/22/2023

  Dear BBB,

   

  The guest paid for the vehicle yesterday.  Her brake line was completely rusted and snapped while trying to install new brake pads.  We gave a guest a discount on the brake line itself.

  Sincerely,

  ***********************

  Car-X LLC

• Initial Complaint

  Date:12/11/2023

  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.

   
  Complaint: 20991346
  
  I am rejecting this response because: I spoke with the district manager who did apologize and who did offer to repair my vehicle. He went on to explain how he was in charge of the ******** district manager. I advised him that I was not happy with the service on my vehicle nor was I happy with the level of customer service received. I also explained to him that I do not live where he was trying to send me and that I should not be inconvenienced because of his companies failures. I explained that since the tire wasn't even installed correctly that I have no confidence in Car X and that I wished to take my car to someone that I trust. I asked for a refund for the alignment and was denied. I was told that they are only obligated to repair the car and that the only option they are offering is to bring it back to them. He also said that if I kept driving with a low tire that the tire would be damaged and I would wind up having to purchase a new one. I did not receive an alignment print out (so it may not have even been performed), the new tire has to have air added every day, and I am not even sure the oil was changed.  I have no desire to let Car X touch my vehicle. 
  
  Sincerely,
  
  ***************************** customer service, the repair work was obviously shotty, and the brand-new tire that I purchased from them is low. He replied that he didn't know how to do a refund and that I could call corporate. I would now like my money back and my car repaired properly.

  

  Business Response

  Date: 12/13/2023

  Dear BB,

  Once notified of this issue the operations manager reached out to discuss ****************** concerns.  He explained to the customer and offered an apology that there was some equipment failure beyond our control.  Car-X offered to bring the customer vehicle back to the nearest location which is 7 miles away and about a 10-minute drive from the original servicing location.  ****************** had the alignment performed and the operations manager offered to meet him at the location to ensure that the alignment was corrected at no charge.   And to make sure there weren't any issues with the tires.  We feel this is a fair resolution.  ****************** desired settlement mentioned in his complaint was to repair or pay to have thee issue repaired.  We offered to correct any alignment or tire issue he has at no charge.  ****************** did not set a time to meet the operations manager at this time. We feel that this issue has been resolved.

  Sincerely,

  Customer Service

  Car-X 

   

  

  Business Response

  Date: 12/22/2023

  Dear BBB,

  Our response stands and our offer still stands. The customer can contact me at ************** to set a time and place to get the alignment corrected and the tire checked.
  
  Thanks

  *********************

  Operations ******************* **** dba Car-X **** and Auto

• Initial Complaint

  Date:12/08/2023

  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.

  Took 2010 Dodge Charger in to get some front end work done that was done by Car X prior as well as not blowing warm air when starting early in the morning to defrost the windshield. Was at their shop for several hours. Technician told me it was a bad thermostat and had to wait to get part, which I understand. However, when I called to check the status of how things were going, he explained to me that now the car was overheating and found metal shavings in coolant and recommended me to a take to another shop as they don't dig too much into the motor as the technician stated it was an internal water pump that needed to be replaced. I had the car towed to another shop and had them diagnose the problem. This shop came back with information that Car X technician did NOT do, thus resulting in my car overheating and undriveable. I am seeking Car X to pay for the repair that they caused because steps were not done to correct the issue I came in for. Please see the attached documents.

  

  Business Response

  Date: 12/15/2023

  Dear BBB,

  ***** brought his vehicle to our store with weak heat.  We found that the thermostat was stuck open and replaced it.  We then bled the coolant system and the vehicle then started overheating. We concluded that it had to be the water pump however we could not do any work on the water pump.  I suggested to ***** to take his car to our competitor Midas, and he decided to tow it there.  Midas implied that we did not bleed the system properly and we caused it to overheat which caused the cylinder head to go bad.  

  We did not have the vehicle at overheating temperature long enough to damage the cylinder head.  It was not driven to Midas, it was towed there.  We can't know what Midas did when the vehicle was there, however we did not cause the damage to the head cylinder.

  Sincerely,

   

  Car-X LLC

  Customer Service

• Initial Complaint

  Date:12/07/2023

  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.

   
  Complaint: 20975938
  
  I am rejecting this response because:

  Initial Service and Misunderstanding (Invoice *****, December 1, 2023): My original payment of $847.52 covered two rear brake rotors ($179.00) and one rear brake pad set ($89.99), among other fees. Contrary to my understanding from an initial quote of around $600 from a competing auto shop, I believed this service included both front and rear brakes. I visited Car-X because it was closer in proximity to my home. However, after departing the lot following service and payment, I immediately returned to your facility due to persistent brake issues, it was revealed that only the rear brakes were serviced and not the front brakes as I intended.

  Subsequent Visit and Unexpected Billing (Invoice ******, December 7, 2023): I revisited Car-X on December 7th to complete the front brake service, which I initially thought was covered in the December 1st payment. After the service, I was surprised with a bill similar to the amount paid previously, despite no prior quote or communication regarding additional charges. This led to an overnight retention of my vehicle and subsequent negotiations with Car-X staff.

  Final Payment and Continuing Discrepancies (Invoice *****): After discussions, the bill was reduced to $409.97. However, I am concerned about the inconsistency in pricing, particularly the variance in brake pad prices ($59.99 on December 7th compared to $89.99 on December 1st) and the rotor costs ($179.99 on December 1st and $99.99 on December 7th). Additionally, the absence of a prior price disclosure on December 7th was unprofessional and contributed to the confusion and frustration experienced.

  This sequence of events and the discrepancies therein have compelled me to continue this complaint. The inconsistent pricing, along with a lack of clear and upfront communication regarding service costs, highlights significant customer service and transparency issues at Car-X. I am seeking clarification on these pricing disparities and an acknowledgment of the communication failures in this instance.

  I hope for a prompt and satisfactory resolution to this matter, addressing these concerns and ensuring such situations are avoided in the future for all Car-X customers.
  
  Sincerely,
  
  Khylil Chestnut

  lve the dispute, I left my car at the facility.Concerns: Misleading Advertising: The initial $89 offer led to unforeseen costs. Service Discrepancy: Lack of clear communication about service scope, leading to incomplete work. Unprofessional Treatment: The threat of police involvement was unwarranted and unprofessional.Requests: Refund: Full reimbursement for the brake repair service. Vehicle Release: Without further charges.This experience falls short of the standard expected from Car-X. I await a prompt resolution, including a refund and vehicle release without additional fees.

  

  Business Response

  Date: 12/12/2023

  Dear BBB,

  Khylil Chestnut first called our location looking for a price on brake pads.  The store manager promptly replied that we had brake pads starting at $89.99 plus $30 installation bringing them to a total of $119.99 plus tax.  Our store manager invited ******************** to our location so we could inspect the vehicle to see what would be needed with the brakes.  During the test drive the only noise that was heard was coming from the rear brake pads and rotors.  Due to rotors needing to be replaced, the price was obviously higher than the brake pad price that was quoted on the phone.  After the repairs were completed, the vehicle was test driven and there was no noise.  A few days later the customer returned with the vehicle stating they heard a noise.  During this test drive we found the noise was coming from the front of the car.  The repairs needed at this time were different from the repairs previously performed.  The District Manager became involved and reduced the cost to the bare minimum. The customer approved of the new price and picked up the vehicle at this point. Car-X feels there is no need for any further actions related to this complaint.

  Sincerely,

   

  *********************

  Operations ************************ dba Car-X **** and Auto

  

  Business Response

  Date: 12/22/2023

  To Whom it may concern:
  
  On the initial visit from 12/1/2023 per the previous response. The customer was called at 10:30 AM on a recorded line and explained the pricing and repairs were for rear pads and rotors. There was never a mention of the price including anything involved with the front brakes on the customers vehicle. There was nothing discussed that would have caused any confusion to believe that any front brake service was being performed on 12/1/2023. On the second visit on 12/7/2023 (invoice date 12/8/2023), the pricing discrepancy was due to the market manager and me discounting the price to minimum cost for customer satisfaction. The original price quote matched what was originally charged for the rear brake service performed on 12/1/2023. Due to the technician not recommending the front brakes be replaced at the same time, and for the inconvenience of the customer needing to return we lowered the price for customer satisfaction.
  

  Sincerely,

  ***********************

  Operations ******************* *** dba Car-X **** and Auto

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20975938
  
  I am writing to reject the response provided by Car-X concerning the service of my vehicle due to several unresolved issues and discrepancies, compounded by practices that I believe *** indicate a larger issue of deceptive or fraudulent behavior within your operations. My primary concern remains that the service I explicitly requested in person the repair of both front and back brakes was not completed to my satisfaction, despite assurances and payments made.
  

  The auto repair industry is, unfortunately, **** with opportunities for deception, largely due to the average customer's limited understanding of automotive mechanics. It is exactly this type of behavior that I encountered at Car-X, which not only failed to fulfill the agreed service but also exhibited a concerning lack of transparency and consistency. Such practices are not only unethical but potentially indicative of fraudulent behavior, capitalizing on customer trust and lack of technical knowledge.
  

  On December 1, 2023, during that recorded phone call at 10:43 am, an employee informed me of the need to repair warped back rotors. I agreed to this service with the understanding that this would complete the necessary brake repairs. However, subsequent events have led me to question the thoroughness of the service and the accuracy of communication between your team and customers:
  

  Incomplete Service: After paying for the service on December 1, 2023, I left the lot only to find my brakes still squeaking. I immediately returned, expressing my dissatisfaction, and was informed the remaining issues could be addressed the next day. This indicates a clear breakdown in communication or understanding of the agreed service scope.
  

  Diagnostic Discrepancy: An attached report from my previous response indicates that the front brakes were inspected and deemed in good condition. This contradicts my request for a comprehensive brake service and suggests a lack of diligence in addressing customer needs.
  

  Pricing Inconsistency: There is a significant discrepancy in the pricing of brake pads between December 1, 2023 ($179.00), and December 7, 2023 ($89.99). Such inconsistency is confusing and warrants an explanation.
  

  I am left with several pressing questions:

  - How does Car-X view the handling of this situation by its employees? Was it reasonable and in line with company standards?
  - How does Car-X justify allowing such evident customer dissatisfaction?
  - Why was a diagnostic performed indicating the front brakes were fine when I requested complete front and rear brake service? Why was I then
  - What steps will Car-X take to prevent similar instances of miscommunication and dissatisfaction in the future?
  - Is misleading customers about service scope and pricing a common practice at Car-X?
  
  

  These questions are fundamental in not only resolving this particular dispute but also in understanding how Car-X intends to improve its service and customer communication moving forward. I am seeking a more satisfactory resolution that addresses the root causes of this incident. I expect a prompt and more comprehensive response, addressing each point raised and offering a clear resolution.
  
  Sincerely,
  
  Khylil Chestnut

  

  Business Response

  Date: 01/11/2024

  Dear BBB,

   

  This response is on behalf of the Owner for BREX, *** dba Car-X **** and Auto.  "We have nothing further to add for *********************************  We have explained it the best we could in our previous response.  We would like to consider the matter closed.  

  Sincerely,

  Car-X LLC

  Customer Service

   

   

• Initial Complaint

  Date:12/01/2023

  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.

   
  Complaint: 20942331
  
  I am rejecting this response because:
  

  They didnt provide the alignment report when it was done. They purposely did that so I wouldnt see what the previous values were and what adjustments were made. There is nothing they can do now because if they put it in the machine it will only show current values. This is why I asked for a report before they started the work. Why would I trust this shop and this manager when he told me he would provide a report after the work was done but than was upset at me for asking for one !    I dont have any confidence or trust that that manager will fix the situation. 
  

  if the alignment machine couldnt not print out a report or have me take a picture of the report on the screen ****** , the manager , should never had taken my money and told me otherwise on the phone and in person !! 

  
  Sincerely,
  
  ***********************

  nment is standard practice for any mechanic shop. For CarX to have a shop operating with no printers and no documentation showing what was adjusted in the wheel alignment is ridiculous. I have no proof they adjusted anything. Moreover, not only did ****** lie about providing a report after the wheel alignment. He also lied about the price. He said it would be $129.00. But when I finally paid he added a ***** shop fee to increase the total bill to $143! I would like a full refund back for work they did not do correctly. And to report this to make sure they dont lie to customers in the future again. If they cant provide a printed report of the results of a wheel alignment then they shouldnt be charging customers for that service ! And they should not lie about prices for services and add hidden fees at checkout after the work was done.Any help you can provide resolving this issue would be greatly appreciated. Thank you again , ***********************

  

  Business Response

  Date: 12/06/2023

  Dear BBB,

   

  Our store manager has made several attempts to contact **************** but it does not seem he has made an attempt to return our calls. There isn't anything that we can do for our guest at this point.  

   

  Sincerely,

  Car-X LLC

  Customer Service 

   

  

  Business Response

  Date: 12/12/2023

  Dear BBB,

   

  We have made several attempts to contact **************** but there has been no response to our calls.  

  Without his cooperation we are unable to resolve his complaint amicably

  Sincerely,

  Car-X LLC

  Customer Service

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20942331
  
  I am rejecting this response because:
  

  district manager has not called

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/12/2023

  Dear BBB,

   

  **************** is free to contact our District Manager, ********************* at ************ if he chooses.

   

  Sincerely,

  ***********************

  Customer Service 

  Car-X LLC

   

  

  Business Response

  Date: 12/18/2023

  Dear BBB,

  Attached is the email string regarding **************** and his complaint.  Additionally, the email includes interaction between me and the DM ********************* in an attempt to contact *****************  There isn't anything that can be done to help this guest if he won't pick up the phone. I can't know why he has not done so, but it seems that this issue has become a game of he did/he did not.  That being said our staff will not be reaching out to **************** any further.   I provided him with *****'s phone number and suggested he reach out to him.  I don't see any other reason that this matter should not be closed. 

  Sincerely,

  ***********************

  Customer Service 

  Car-X LLC

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20942331
  
  I am rejecting this response because:

   

  they never called and left a number to call back ! I called ***** multiple times and left a voicemail massage but she never had responded back! Not one voicemail to respond back. Only call I got was ******. Like I said before , dont want to deal with this liar again. Fool me once, shame on you. Fool me twice, shame on me. The fact remains no wheel alignment report provoded,  now making up stories about contacting me and providing me with district manager phone number !? There is a reason this business has a 2 out of 5 star rating on ****** ! 

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/19/2023

  Dear BBB,

  I hope this will be Car-X final response to *****************  There are some items that need to be addressed.

  1.  I am not returning his calls due to the fact that after he filed his complaint with me, he filed another complaint with your organization shortly after. This did not allow Car-X to address his complaint fully.  He did get a call back but was not expecting the store manager, who did not resolve his situation at the store.  Once we received his complaint from the BBB, we have responded to his claims via this forum as required.

  2.  On 12/12 I responded to ******************** claim that no one had reached out to him.  While I agree that he should not have to call us to get a response, I did suggest he call our District Manager, ********************* and provided his contact number via this forum.  If **************** claim, we didn't provide this information a copy of that information is included in the attachment. 

  3.  Since we were made aware of his complaint on 12/4, we have since talked with our store manager ****** who admitted that he could have done a better job with handling the situation with the alignment report as well as informing someone that his printer was not functioning.  Otherwise, this is the only information I have on this as it is an internal issue and was addressed as such.

  4.  **************** claims to have called me multiple times.  I did speak with him on 12/4 when he called with his complaint.  From then until today he's called me five times.  If a voicemail was attached, it was sent to our District Manager for follow-up.  ************* Mr. ******* calls come thru as Wireless Caller. If there is no voicemail attached to know who is calling, the call is treated as spam

  This complaint is redundant and no new information is provided each time a response is needed.  We have ******************** complaint, phone number, address, payment method and invoice on file.  His concern is that he didn't get an actual report after having an alignment.  While this is a valid complaint and needs addressing, I encourage him to call the District Manager with his concerns.  Our District Manager is the only one that can resolve his complaint. 

  Sincerely,

   

  ***********************

  Customer Service Manager 

  Car-X LLC

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20942331
  
  I am rejecting this response because:

  They admit they havent returned my phone calls.
  

  They admit they handled the wheel alignment issue incorrectly. 

  They admit the regional manager never called me as promised initially and instead had the store manager call me.

  They admitted because I began an investigation with BBB they admit they stopped communicating with me and trying to resolve the problem !!
  

  In retaliation they stopped responding to all my voicemail messages and attempt to get the issue resolved with their regional manager as promised from the beginning. 
  

  As you can see , the lying and unprofessional service not only happened in the CarX store but also from Car-X corporate office ! Unbelievable!! 
  

  And this is why I filed this complaint, to protect and prevent this issue happening to other customers in the future. These bad business practices need to stop. Under no circumstance should lying , manipulation and fraud ever be accepted as standard procedure at any business

   

  Carx should not be providing wheel alignment services if they can not provide their customers with a print out of the service completed. Moreover, CarX should not tell customers over the phone and than in person a wheel alignment report will be provided than refuse to provide that report after the work is completed

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2023

  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.

  About a year ago, we bought all new tires for my sons vehicle at ******** They told us the car needed aligned or it would wear on those tires as well. We took it to Car X, where they told us they could align it, but it needed several other things done in addition. We agreed. When I got there to pay, they told me a different total. I asked why it was different and they said oh Ill knock some off. I wasnt asking for money off, I just wanted the amount to be correct. Fast forward to this year and again my sons tires arent holding air. We take it to ******** where the tires had a warranty and they say the damage is from severe misalignment. They said there is no way it was ever aligned. I talked to multiple technicians there who agreed. The wear was on the inside of both rear tires equal. I called Car X, where I was treated horribly and told theres no warranty. Their website says otherwise. They continued to hang up on me (or so they thought) & I heard them talk terrible about me for several minutes following. They made the comment I dont even know if rear tires can be aligned and that I couldve done it from hitting a curb and that I should send my husband in. Terrible people who do not know what theyre doing. Now I wonder if they even did any of the stuff I paid for last year. I am out money all around but what was most shameful was how they treated a customer and clearly dont know what theyre doing. ******* offered to give me the tires for proof and I contacted another automotive company who is going to align the tires and said they definitely can be. Very shady practices.

  

  Business Response

  Date: 12/06/2023

  Dear BBB,

  Our District Manager followed up with the store manager once this complaint was made.  He listened to the call right away and stated that it was "horrible". The call was pretty much the way ****** had described it.  We reached out to ******, but she has not returned our calls. Continuing to call her would only make matters worse.  Please know that we don't condone the type of behavior that was displayed at our store.  The issue was addressed internally by our District Manager, ************************* and Human Resouces and is ongoing. 

  We can only apologize to ****** for the way she was treated.  We have to assume that she is so mad at us that she doesn't want to talk to us.  However, we can't blame her.

  Sincerely,

  Car-X LLC

  Customer Service

• Initial Complaint

  Date:11/01/2023

  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.

   
  Complaint: 20812130
  
  I am rejecting this response because:

  The person with the response wasnt even around to properly document what happened. I spoke directly to the store manager at the page location on 11/24/2023 at 10am telling him to cancel appointment because my car was totaled out on 11/18/2023 by a 18 *******. Prior to the appointment you were already denying that my car had any damage due to the first visit for the brake replacement. I still have all the documentation stating that when you dont disengaging the brake system before repairs is a direct connection to the parking brake harness being damaged as well. I sat in car x for 5+ hours while my brakes were being fixed. They never documented the brake light coming on during the visit so they wouldnt be held liable for the overall damages that were to be found. To add on they also bribed me during the visit giving me a free oil change and paperwork about possible reasons why the light would come on which is the visit I came on in March. It wasnt a option to diagnose the lights because they never asked because they knew it was related to the first visit in January. As I said I no longer have the car but I do feel I am owe a apology or compensation of some sort for this ordeal. I will never shop at car x again due to this issue and I loved going there the last 3 years. I am sadden to have this problem with them.

  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 12/06/2023

  November 27, 2023
  
  *********************************
  Member Services
  Better Business Bureau
  
  Case #********/*****************
  
  This letter is on behalf of BREX, **** dba Car-X **** and Auto.  Their response is the following:
  
  ***************** brought her 2019 ***** Civic into one of our locations on 01/11/2023. The vehicle was brought in due to the rear brakes grinding metal on metal. Upon inspection, the only recommendation we could make was to replace the rear brake pads and rotors. The customer was informed with grinding brakes there could have been additional damage done to the braking system that we cannot see at the time of service. The store manager wrote an estimate to replace all the recommended parts. The customer approved the repairs for $432.31. After the technician completed the repairs a full test drive was performed, and the braking system was working as designed. The final bill was paid, and the vehicle was returned to the customer that day.
  
  The customer returned with the vehicle on 03/20/23 to have the oil changed and spark plugs replaced. At this time, it was noted the vehicle had a parking brake light on prior to service, the customer made no mention of any issues with the parking brakes and did not want the light diagnosed.
  
  At Car-X we record all our incoming and outgoing phone calls. The customer first made mention of the issue with her rear parking brake on 10/16/2023 on a recorded call with the store manager. The manager informed the customer to go ahead and bring the vehicle in and we would perform a free inspection on the car. The customer declined to bring the car in stating she moved out of state. I personally spoke to the customer on 11/13/2023. During this call, it was agreed the customer would bring the vehicle in on 11/24/2023 at 10:00 AM. The customer did not show up for the appointment.
  
  The vehicle still carries a lifetime part and a 4-year or 48,000-mile labor warranty on the rear brake pads and rotors. This warranty is only valid at the original location where the service was provided. Car-X feels there is no need for any further actions related to this complaint.
  
  Sincerely,
  
  *********************
  Operations **************** **** d.b.a. Car-X **** &Auto
  Office: *******************
  

  

  Business Response

  Date: 12/13/2023

  Dear BBB,

   

  ***************** and I personally spoke on 11/13/2023. During this call, it was agreed she would bring the vehicle in on 11/24 at 10:00 A.M.  She did cancel the appointment as stated.  However, we can't control that the vehicle was in an accident.  Prior to the appointment and on the phone call the only statement made was that we need to inspect the vehicle to see what needs to be replaced.  Due to the vehicle being in an accident, this can no longer be done.  Car-X feels there is no need for any further actions related to this complaint.

  Sincerely,

  *********************, ****************************** **** dba Car-X **** and Auto

  SK/dk

• Initial Complaint

  Date:10/27/2023

  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.

   
  Complaint: 20791316
  
  I am rejecting this response because:  

  Hello this is all a lie and this is why I had to contact the BBB! I went to get a simple oil change why would I come to an oil change place if my car is smoking ?? the worker **** forgot to put the filter in my car therefore all of the oil came out of my car and I almost died on the highway! If it wasnt there fault they wouldnt have offered 

   to bring it back to an oil shop when my car broke down on the highway they knew it was because of **** the mechanic not putting the filter on in the first place. Not putting a filter in a car can ABSOLUTELY DESTROY YOUR VEHICLE! Ive talked to the mechanics that fixed my truck in the first place and they told me to sue ********************** because there is no fixing my car after what they did so I have been very very depressed and sad ??Im a young woman and they are trying to take advantage of me and this is just sad! I paid ***** TO FIX MY ENTIRE CAR!!! And they forgot to put the filter on which made all of the oil run out of my car on the highway which is very dangerous just for them to tell me its my fault and I have to pay for a new engine and gasket and all of this because of their stupid incompetent mistake. Once again I have text messages from ***** to confirm all of this yet ***** is the one not taking any responsibility to save his job and his **** but what about my car! I am a single mother I put 1***** into this car I have been beyond depressed since this happened havent been able to eat or sleep my hair is falling out! All I could do is pray! I do feel like it is a race issue because I am African American and I never seen any white customers being treated the way the treated me In that store I felt so little and taken advantage of! 

  
  
  Sincerely,
  
  ***************************at happened and they ***** and another mechanic looked at it. I watched them open my hood from the window inside, and ***** started yelling and screaming and cursing and his eyes got wide. I just knew it was horrible news. He then came in and told me that the mechanic **** that did my first oil change forgot to put the filter on and that they were going to give me a free oil change and he smiled and went inside of the shop to talk to the mechanic. He then told me I needed a piece for my car because something came off and I had to pay $100 for it. He looked for the piece on line and called some shops and said Id probably have to wait til Monday, it was a Friday afternoon the day of my Grandmas birthday party. I went outside to get some air and try not to cry, he then came outside and said he has the part and they were going to put it on for me for Free. Once again I was thinking I was getting help or a blessing. That night I almost died on the highway.The car almost caught on fire

  

  Business Response

  Date: 11/07/2023

  Dear BBB,

  **************** brought her car to our store in September for an oil change.  While there she mentioned that her car was smoking a little bit. We were not able to do a courtesy inspection at the time, so we scheduled an appointment for her to perform the inspection and to investigate the smoking issue.  She asked our store manager **** if her car was safe to drive and he told her she should not drive far or at all.  However, she drove out of town to see family and got stranded on the highway driving back home. 

  The car was towed to our store and the store manager looked at it.  He found a broken radiator line going to the heater core and replaced the line and burped the system and the car was running fine.  We also re-did the oil change.  Because of all the trouble she was going through we didnt charge her for any services. 

  A week later she brought the car back to us because it was overheating. We asked her if the car had been overheating before she came back to us and she stated it had not.  We performed a pressure test and found that there was a leak somewhere, but we could not visibly see it. We pulled out the dipstick to the oil and found the oil level was too high.  There was a burning smell on the dipstick which was anti-freeze that was leaking into the oil. This confirmed a blown head gasket. The burning smell is likely why **************** thought the car would catch on fire. 

  We informed her of our findings.  She asked if the blown head gasket was due to the oil change. We told her no.  We also made her aware of the condition of the vehicle and that we do not work on head gaskets.  When she left our store there were no qualms.  We were not contacted afterwards or notified that the vehicle had problems after she left. 

  Lastly, we were made aware that **************** had $3000 worth of work done, but not to the engine.  It was to the transmission which is a separate issue and not related to anything that we did.  

  

  Business Response

  Date: 01/23/2024

  Dear BBB,

  In our defense Car-X **** and Auto is a full-service facility and not just an oil change place.  If we had not put an oil filter on during the oil change, ******* would not have been able to drive her car to ********* which is an hour away from Danville. She would have also had to bring her car back the same day.   She towed her car to our shop a week later after becoming stranded on the highway. It is typical for us to ask our guest to bring their car back to us, if a problem occurs.   If there was something that we did, we have the opportunity to make things right with our guests.  She mentions that all her oil leaked out but when the car was towed to us, we found a radiator line was broken off going to the heater core.  As a courtesy we re-did the oil change and noticed the oil level was too high and it smell like anti-freeze which confirmed a blown head gasket.  

  Since our last response to *******, has been calling our Danville store asking what we will do or her since we messed up her vehicle. However, she has not stated what she would like us to do.   We are more than happy to help her with her vehicle. However, we would need to see the vehicle before we can do that.   Once we take a look at it, we can determine which route we want to take. Offering to help ******* is not an omission of guilt that we caused and issue with her vehicle.

  Thank you.

  Car-X, LLC

  Customer Service

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 20791316
  
  I am rejecting this response because:  Their statements were very far from the truth. The whole reason I had to come to the BBB in the first place is because they were not taking accountability or responsibility for the damages they caused to my vehicle. I tried to go to the shop as the said in the last response so we could come to some sort of conclusion but ***** and **** told me there was nothing they could do about it because they are not the ones writing the responses but their corporate office is the ones responding and they said they didnt hear anything from corporate so they couldn't help. 

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/01/2024

  Dear BBB,

   

  We are going to file a claim with Travelers our insurance company.  Once the claim is filed, Travelers will notify ******* to make arrangements to have one of their agents look at the car to assess the damages. ******* does need to understand that once we file our claim, Car-X **** and Auto is not involved in the process or decision making of Travelers findings.   Travelers will be working with ******* and her claim going forward.   They will be in contact with her about her claim and provide her with a claim number.  If there are any questions or concerns, she can discuss with Travellers. 

  Sincerely,

   

  ***********************

  Customer Service

  Car-X LLC

   

• Initial Complaint

  Date:10/24/2023

  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 dropped my car off at the Car X location (********************************************************) July 8th after I found my car submerged in a puddle and the car began overheating. They have had the car for over three months. After their initial analysis of my car I was quoted just under $2000. They, then, had the car for several weeks. I was then told of other things they discovered but that they would honor the initial quote. This guarantee was made by *******. After they had the car for six weeks, I was then total by ******* that it would be better to submit this through my insurance in that it would be ocvered under comprhensive as a weather related incident. I did so and provided ******* with the insurance information. I was, then, told he had been in contact with the insurance company several times and they had agreed to cover the cost of the car's computer but he needed to mail it back to them for analysis. He did so and told me he was waiting for the new computer. This took another month. Every time I called I either spoke with ******* or ******* and they continued to tell me that everything was on track but they kept having to dive through hoops to make sure they were doing everything by the book for the insurance company. That said, I conituned to wait, (Now going on over three months,) This past week I was given a song and dance by ******* who told me ******* was handling the insurance company. (This would be after he told me a month ago he was an expert working with insurance companies and we would definitely be able to get this taken care of if I just truseted him. ) I called to follow up a few days later and he said he didn't even have the insurance claim number and ******* was on vacation. That said, I provided him with the insurance information again. Today, I called and spoke with ******* and proceeded to act like he never said any of the things he said and began to back pedal the entire situation.

  

  Business Response

  Date: 10/30/2023

  Dear BBB,

   

  Our District Representative contacted ************** and had his vehicle retuned to him. We gave him a discount on the cost he was quoted for the work that we did.  Our guest seemed satisfied with the outcome.

  Sincerely,

  ***********************, **************** Manager

  Car-X LLC

• Initial Complaint

  Date:10/09/2023

  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.

  They never fixed our car.Kept over heating Weve spent over **** With them They told us that the bbb cant do nothing And the owner ***** is corporate so nothing gonna happen.We have all paperwork and receipts.Our car broke down 5 minutes after leaving shop and we had car towed to Dodge dealership were they fixed everything in 4 days.We submitted paperwork to carx for reimbursement and they told us that there not doing anything.Are at a lost with words.We even have video conversations All we want is help paying for our sons vehicle

  

  Business Response

  Date: 10/13/2023

  Dear BBB,

  We are unable to provide a refund to our guest.  We are aware that our guest brought their vehicle back to us more than one time for the same problem.   We informed the guest that taking the vehicle someplace else would not give us an opportunity to determine if this was a warranty issue.  We had a corporate trainer look at the vehicle and go over the findings from the dealership.  There was collision damage - radiator and core support repaired by Expressway before they found the vehicle to be overheating.   Their claim of seemingly uneven head bolt torque is at best a guess.   The only way to support that claim is to remove the head bolts with a torque wrench that is capable of torque measurement for left hand threads. In which case they would have given actual numbers.  There is no indication that a refund is warranted.
  

  Sincerely,

  Car-X LLC

  *****************, B&S Auto /dba Car-X **** and Auto