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.

close

Find a Location

Car-X, LLC has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Car-X, LLC

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

  
• 

  Car-X Muffler & Brake

  3244 W Irving Park Rd Chicago, IL 60618

• 

  Car-X Tire & Auto Service

  2737 N. Central Avenue Chicago, IL 60639

• 

  Car-X Goodyear

  18340 Kedzie Ave Homewood, IL 60430

• 

  Car-X Tire & Auto McHenry

  4705 W Elm St McHenry, IL 60050

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:09/26/2023

  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.

  On January 9, 2023 my check engine light came on in my 2014 ****** Corolla. I went into Car-X (************) and paid $71.93 for a diagnostic on the issue. The manager and a technician of Car-X told me that my purge valve was sticking and should be replaced. I got a quote from the ************* for a replacement purge valve of around $175 which Car-X agreed to match. They ordered the part and on January 12, 2023 I paid car-x $175.79 to replace my purge valve. Over the next few months, my check engine light intermittently came on and off. The light would turn off again before I had a chance to get another diagnostic and I didn't know what that meant. I was also out of town for some of that time (without my car). On July 11, 2023 I took the car into the ************* (*********) and paid $125.00 for a diagnostic for the check engine light. ******************* diagnosed the charcoal canister to have gone bad and the purge valve to be aftermarket parts, both of which were recommended for replacement. I paid $780.04 for the charcoal canister replacement but declined the purge valve replacement as I wanted to see if the new valve that Car-x had installed was good. A few days later my check engine light came on again and I took the car into the ************* on Aug 23, 2023 when I had time to take it in. They confirmed that the issue was the same purge valve code and I paid $178.44 for a re-replacement of this valve. The work done by Car-X was result of an incorrect diagnosis and unnecessary maintenance which ended up costing me more money to undo. I am asking for a refund for the diagnostic and the purge valve replacement for a total of $247.72

  

  Business Response

  Date: 10/13/2023

  Dear BBB,

   

  We are not able to honor a request for a refund from our guest.  We were not notified about the issue when the check engine came back on. The issue they had when they took the vehicle to the dealership was not related to the work we did.  The purge valve we replaced was a necessary item.  We can't know if he purge valve was defective without seeing the part. For customer satisfaction, we will offer a 50% credit or $123.86 for what they paid.  If our customer is ok with that, they can call ********************* our store manager in Roseland at ************.

  Sincerely,

  Car-X LLC

  Customer Serivce

• Initial Complaint

  Date:09/18/2023

  Type:Product 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 purchased a diagnosis for car fixtures for a complete diagnosis of the *** light and brake lights. They stated the issue was speed sensors. I allowed them to fix the issue and paid for the service. Upon completion, they realized that was not the correct issue and that it was another issue, and they wanted to charge me **** dollars on top of the original charge to fix the issue. They decided, even though after now doing a complete diagnosis of the abs light after servicing what they thought was the issue and I already paid for a complete diagnosis, that now the issue has been the wheel bearing ring instead because it was shattered and or missing In both wheels, after asking for a refund for the speed sensors or a $561.20 discount towards the correct service. They decided not to issue a refund and/or a discount to suffice for their wrongdoings. I even asked to receive a refund and keep the old speed sensors, and they still stated no because they threw them away.

  

  Business Response

  Date: 09/27/2023

  Dear BBB,

  We did misdiagnose Reika's vehicle. Our store manager is calling our guest to inform them that we will be issuing a refund.

  Sincerely,

   

  Customer Service

  Car-X LLC

   

• Initial Complaint

  Date:08/31/2023

  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: 20550303
  
  I am rejecting this response because:  No one has tried to contact me.  The only time I have talked to anyone is when I initiated the call.  My phone number is ************.  I look forward to hearing from someone.
  
  Sincerely,
  
  ***************************air the system has worked fine. It seems clear to me that the blower motor was never the problem and it was misdiagnosed in the first place. I now had to spend an additional $878.24 to finally get the proper repair completed. I returned to CarX and gave them a copy of the *********** repair and have called twice in the last week. I was told they were trying to get ahold of *********** but haven't heard back. It feels as though I am being ignored.

  

  Business Response

  Date: 09/15/2023

  Dear BBB,

   

  We our trying to get a copy of the invoice from the dealership to be able to proceed with a refund.  Unfortunately, we have not been able to speak with our guest as they have not returned our call.

  Sincerely,

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

  Customer Service, Car-X LLC

   

  

  Business Response

  Date: 10/06/2023

  Dear BBB,

   

  We reached out to ******* and made contact with him.  We are refunding his Car-X bill due to our misdianosis.

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

   

   

• Initial Complaint

  Date:08/26/2023

  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.

   
  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,
  
  *********************re needs. They are making it harder for themselves, as I will take this as far as I need to.I am looking for a total refund of $304 immediately. Thank you.

  

  Business Response

  Date: 08/30/2023

  Dear BBB,

  Our store in ********, **** told our guest that the tires he purchased with ** qualified for a $200 rebate, which they did not.  Because we gave our guest bad information our store manager at the time told him we would provide a refund.  Second our guest had encountered an issue with an alternator that we replaced a few months earlier and had to have his car towed.  Our same store manager said he would provide a refund for $104 for the tow.  Both refund requests were never submitted, and this store manager is no longer with our Company.  Therefore, we cannot refute what our guest is saying.  We have processed a refund in the amount of $304 for the rebate and tow.  He should see the refund within the next two weeks. 

  Sincerely,

   

  Car-X LLC

   

• Initial Complaint

  Date:08/23/2023

  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: 20510658
  
  I am rejecting this response because:
  The vehicle keep leaking after I left the shop. I took my car to another shop on 8-14-2023. ***** on ********** they stated that the reason its still leaking is because of the head gasket not the thermostat. Its still leaking from the same places its not fixed and after I left it still was leaking. It builds PSI and it comes out of the tank and the thermostat hosing. Verns states its the head gasket. Nothing was wrong with the Thermostat. Thats why after you changed it the first time it still leaked and its still leaking. Yall should have done test and told me what the problem was instead of just fixing what you thought was the problem 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/24/2023

   Dear BBB,

  Our guest vehicle had a cracked coolant reservoir which caused the coolant to leak and the car to overheat. The reservoir and thermostat were changed, but during the process the thermostat gasket was pinched, causing a minor leak, which we took care of at no additional cost to our guest.  The vehicle left the store and it was running fine. 

  If our guest's vehicle developed other issues that stemmed from it overheating, those issues did not present themselves while at the shop, but after leaving the shop. 

  Sincerely,

   

  Car-X LLC

   

   

  

  Business Response

  Date: 09/05/2023

  Dear BBB,

  Our shop replaced a thermostat and reservoir housing. The reason it was leaking is because a hose was pinched.  Once we took care of that it was no longer a problem.  We don't know how long it was leaking before he brought his car to us initially.  The head gasket did not present as an issue at the time.  It doesn't make a difference if the head gasket blew before or after, those items have to be fixed along with the head gasket.  We can't see giving a refund for work that we did that was needed at the time.

  Sincerely,

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

  District Manager #***

  Car-X LLC

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20510658
  
  I am rejecting this response because:
  
  The thermostat was never the issues and proper pre exam would have seen that. If the thermostat was the issue then it would have fixed it the first time. It never stopped leaking. Even after I brought it in. I had an app set at a different location and didnt want to lose my spot. I gave the car time to see if it would stop leaking yet it never did. I was informed that it is the head gasket and thats why it was doing what it was doing and why it keeps coming out of the housing of the thermostat. The same reason I brought it to Carx. Its not fix and bringing it in twice proves that. I dont want charged for something that didnt fix the problem
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/09/2023

  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.

  I brought my 2010 Taurus in to CarX because my tires in the rear were wearing out quickly. I had been to a **** dealer and they told I needed rear springs that they did not have. I spoke to CarX/*********************** on the phone and he said bring it there and they would look/do it. I left the car there for the work and another CarX employee called me and said the fix would be $1200. I agreed thinking this was ***** calling and they were working on the REAR of the car. When I went to pick up the vehicle the other employee told me he put new control arms and changed the brake calipers and aligned the ***** of the car. There was no written instructions for my order and ***** was not there because he got injured at work that day. They never did the rear of the car as I requested and I still have the problem. We discussed that I did not want the front of the car worked on and it was incorrect. They made me pay the $1200 to get my car back and basically told me tough luck. So I have paid $1200 for work I did not want and wasn't needed and I still have the rear end problem with my car.There is no paperwork to attach to this complaint because there was no written work order or any instructions from ***** to other employees on what to do. I attached the note and my payment receipt that lists the front end work they did unauthorized.

  

  Business Response

  Date: 08/18/2023

  Dear BBB,

   

  On 7/31/23 our guest called our store in Elgin asking if he was able to bring his ******************* for an alignment.    We offered to do an alignment check which included checking all four tires and is a free service. If there was any work that needed to be done, we call the guest with a quote.  Work is performed if the guest authorizes the work to be done.  ******************** did approve and paid for the work.  Three days later he returned to our store and spoke with the store manager that he wanted a full refund.  He had only wanted the rear tires aligned, not the front.  Our store offered to look at his car and make adjustments where needed. He said No.

  As of this filing with your organization, our District Manager, ********************* called ******************** and explained that he authorized the work to be done and paid for the repairs.  While we won't provide a full refund, we did try to resolve his complaint the best that we could and offered to help with the cost for labor.  ******************** again said ************************************************************************************** Manager

  Car-X LLC

• Initial Complaint

  Date:07/25/2023

  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: 20372881
  
  I am rejecting this response because:

  1) I still do not have my money. I was told **** business days, 10 business days ago. I sent in my information to start the refund process 15 business days ago.

  2) I do not have my money because on the second time I had to bring my car in, I explicitly told the workers are this store not to work on my car at. all. without notifying me first. This request was promptly ignored, and this issue was fixed. I am angry because after all of the hassle you guys had put me through, the agreed reason for looking at the car was purely to see if the installed part was bad. They went out of their way and fixed the issue, thus locking me into this transaction with your company, which I was absolutely not okay with. What I wanted was for the employees to look at the part, see if it was bad (which it obviously was not considering I knew the issue was electrical from the start), inform me, and give me my full refund so I could go somewhere else. But by fixing my car, they have ensured that my money is with a business that frankly, you could not have paid me to come here to get my issue fixed, and now I am stuck in this huge mess because they did not listen to my explicit instructions.

  You guys are taking years off my life, and I going to continue to click "decline response" over and over and over again until the money hits.

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

  limited to: the replacement part not coming in on time, them not communicating with the rental agency they had to get me, and more.On my next trip home to ********, my car's check engine light came on again, displaying the same issue. I told them I wanted a refund and they insisted I bring it back in to take another look at it. I told them specifically not to do anything until they contacted me, which they ignored and fixed the (electrical) issue without asking me. I had not decided if I wanted to work with them any further due to many more frustrations that I do not have space to spell out. So when they reworked my car again, they essentially trapped my money with them. They have told me they will refund my rental and my ride-sharing services required for the extra time. I had to remind them multiple times to process it, and I still do not have my money back after 3 entire weeks.I can provide additional information if needed. There are more issues that I do not have space for.

  

  Business Response

  Date: 07/26/2023

  Dear BBB,

  **************** filed a complaint with our office. At that time, he was still without a vehicle and not sure when it would be returned.    He was provided a rental car for the inconvenience and having to wait for his car longer than was expected.

  It is not certain what happened with his initial refund request that was submitted at our store. I have assured **************** that his refund is in progress. It includes an out of pocked expense for rental care and uber/lyft drivers he used while his car was in our possession. I am sorry that he has to wait longer than expected to get his money back.  If he has lost trust with us, he is welcome to contact *******************************, ***** Services ************** Option 6 for status on his refund.

  Sincerely,

  Car-X LLC

  Customer Service

• Initial Complaint

  Date:07/19/2023

  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.

  On, 05/27/2023, I went into the Car X located at ******************************************************** for my brakes to be inspected. I was told that my entire brake systems needed to be replaced. I paid to replace the 4 rotors/drums, pad/shoes on all 4 breaks. I also paid the shop supply fee. I paid a total of $1,970.84. Even though, I have taken the vehicle back to the location, the breaks continue to squeak. The technician told me to record the squeaking breaks and I have done that. On 06/09/23, I also visited this location a second time and had a repair to exhaust pipe and was told I needed two oxygen sensors. The total service for this repair was $1,098.07. I asked the technician to test drive it and he said that it was okay. Immediately afterwards, the vehicle experienced a pull and grinding sound on the driver side of the vehicle. I returned to the location for the 4th time, and I was told that it was a problem with the front end CV Shaft. This problem didn't exist and I believe this location accidentally or deliberately caused this problem and wouldn't take responsibility for it. The Pulaski location gave me estimate for this repair for $623.99. On 06/13/2023, I called Car-X corporate office and spoke to ***********************. We both agreed that damage wasn't there when I brought the vehicle in for the repair of the brakes or the exhaust pipe. She stated that she would help me and have Renny call me back to schedule me at another location to continue with the warranty of the repairs because I would not go back to a location that is not taking responsibility causing damage to my vehicle. **************** nor anyone else has followed up with me. I've called over and over again and left messages with her. She doesn't answer the phone or return my phone call. Car-X does not honor the warranties or take responsibility for the negligence of it's stores. I paid $3,068.91 and my brakes are loud and squeaking and in a worst position before I had it serviced. Ridiculous!

  

  Business Response

  Date: 07/26/2023

  Dear BBB,

  Our guest called customer service on June 16th concerning her brakes and a squeak. Her complaint was directed to our District Manager who tried to reach out to her but stated that her mailbox was full. There are no other calls from *************************** in our database.
  
  We are somewhat confused by this claim. She was at our store on Pulaski Road on 7/21 for her CV axle and has an appointment scheduled for her brakes on Friday 7/28.  Her CV axle was under warranty and replaced at no charge.  Once she has her brake addressed, any issues related to the work we did will be taken care of at no charge per our warranty agreement. 

  Sincerely,

   

  Customer Service

  Car-X LLC