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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/10/2023
Type:Sales and Advertising 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 a oil change and tire rotation done, my car is now shaking very badly I called the carx on **** ******* ********** **** back to tell them they claim no tire rotation was conducted but Ihave the invoice that says they did do a tire rotation. They continue to claim it never happened
Business Response
Date: 04/18/2023

Dear BBB,

This vehicle has over ******* miles on it. We did not perform a tire rotation or anything that would cause any type of shake. We called our customer and offered to look at their vehicle. They told us they would bring their vehicle to us when it was convenient for them to do so.

Sincerely,

Customer Service
Car-X LLC
Customer Answer
Date: 04/19/2023

Complaint: 19919823

I am rejecting this response because:
My car was not shaking when drove or hit breaks prior to this. I want my refund
Sincerely,

*************************
Business Response
Date: 04/20/2023
Dear BBB,
We performed an oil change on thr=is vehicle. We spoke with the guest and offered to look at her car. We won't refund the guests' money without having the opportunity to look at their vehicle and determine the reason for the shake. Thank you.
Sincerely,
***********************
Customer Service Manager
Car-X LLC
Initial Complaint
Date:04/09/2023
Type:Order 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.
The date of the service was 12/28/22. My car was not starting so I had the car towed to this garage in ********. They called me that it was the fuel pump. They ordered the fuel pump and called me that my car was ready. I went and paid for the car got my receipt and went outside to drive home and the car was not starting l. I went back in and the manager said they will look into the problem. I called a couple of days later but they have not been able to start the car. After a couple of weeks the manager agreed I should get a refund in ten business days and the car towed to my house. The car was towed sometime in February but no refund has been issued. I have been to the store a couple of times last month and they keep promised to send my refund but nothing has been refunded
Business Response
Date: 04/14/2023

Dear BBB,

A refund request was submitted for *************************, our customer, in the amount of $676.89. It will be processed back to her **** card we have on file.
She should see the charge back to her card within ***** business days.

Sincerely,

***********************
Customer Service
Car-X LLC
Customer Answer
Date: 04/17/2023

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:03/21/2023
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 wrote this complaint to the Car X headquarters. I recieved no response. I've been a loyal customer at this store for many years. When my engine light came on, that's where I took it. After being told a couple times, "It's an old code, nothing to worry about.'they said I needed a tune up. So I had to save up a bit, and finally was able to get it done. As soon as I got in it after, the light came back on and the truck was chugging a lot! I called **** immediately. He than said that it has to be the injectors. I said so I didn't even need a tube up? He says "That's the first thing we do to rule out something easy." That was already frustrating and a waste of money that I didn't really have in the first place. I asked him to price out the fuel injectors. After days of getting no response, and him continually saying he'd call me "Today for sure. " He asked that I bring it to the dealer to find out which one are bad. I did. The Car X price was a bit cheaper, so I scheduled it. Had to get a ride from there and back to work. **** called right away and says his technician wasn't there on that day every week. So I had to do it all again the next day. He says they'll get going on it right away in the morning. I call at noon that next day to check what time it may be done. I was told it hadn't even been started. I was beyond frustrated by now. When they were finally finished and I paid, I got to my truck to find my new RX glasses just mangled. I go back in. **** asks where they were. I put them in the dashboard just before I got out I said. He talks to his tech who said they were on the floor when he got to it. I couldn't be more angry at this point. I honestly believe it was intentional. Otherwise they wouldn't set them on seat and say nothing I thought I'd offer the opportunity to make things right. I request at very least a refund for the tune up that was not needed. I see in your promise our guarantee that you don't or won't sell parts or service that are unnecessary.
Business Response
Date: 03/23/2023
Dear BBB,

We are honoriing ******'s request for a refund.

Sincerely,

***********************
Customer Service
Car-X LLC

Customer Answer
Date: 03/23/2023

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,

***************************
Customer Answer
Date: 04/24/2023

Complaint: 19628794

I am rejecting this response because:
I'm writing back again as requested as it's April 23, and I have still recieved no refund or info regarding. Thank you.

Sincerely,

***************************
Business Response
Date: 04/28/2023
Dear BBB,
Customer Service would not go forward with a refund because this was submitted as a damage claim and turned over to our ***************** for their investigation. A representative will be contacting our guest to discuss the matter further with them. At this time, there is nothing more we can do.
Sincerely,
Car-X LLC
Customer Service

Customer Answer
Date: 04/28/2023

Complaint: 19628794

I am rejecting this response because:
Iwas already told I'd be refunded. I have to this date heard nothing from Car X.
Sincerely,

***************************
Initial Complaint
Date:03/03/2023
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 went to have my car serviced at Car X in ************ ******* at on ********************** and they did not write my estimate up right so I paid ******* dollars for four ball joints two on each side of the vehicle.They was not supposed to put ball joints on bad control arms.I called the district manager and they admitted that they charged me to much and gave me back ****** dollars.I noticed that one of the ball joints on the driver side is not repaired right and will not hold grease and the ****** pin looks damaged.I bring it to their attention to another district manager and he was as rude and didnt want to help he slammed my hood to my car and told me get this s*** out of here. When he seen that the ball joint was damaged.And he said it wasnt.they also damaged my brake line.
Business Response
Date: 03/03/2023

Dear BBB,

This complaint does not belong to Car-X LLC. It belongs to our franchise ******************* dba **** **** Services, Inc. Please send this complaint to ***********************. VP of Operations, ************************************************************************, OH 45240.

Sincerely,

***********************
Customer Service Manager
Car-X LLC
Initial Complaint
Date:02/21/2023
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.
The service requested was to have new tires installed, the wheels then balanced and aligned on 8/2/2022. Upon recieving the vehicle back, each rim was gouged by some tool used to remove the tire (pictures attatched). There was curb rash on the vehicle already but you can see clear tool marks with a uniform spacing on all the rims. I've spoke with the manager, *****************, who took pictures of the rims and sent them to upper management or something. I was told to contact *********************** if I haven't heard anything in a month. I've tried cto two months later and she replied 'I'm currently following up on your claim now'. After another additonal month I've tried contacting her again and now there is no reply, which is why I'm filing a claim. The total price per for the tires was $711.96 with a $200 rebate (picture attached) but was never given the rebate in the final bill. The total bill was $1,122.71 not including taxes. They were also not able to align my rear axle and I was still charged for full service.
Business Response
Date: 03/03/2023
Dear BBB,

We are ordering the wheels for replacement and will be reaching out to our guest and will address additional concerns at that time.

Sincerely,

***********************
Car-X LLC
Customer Answer
Date: 03/09/2023

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 upon recieving the replacement rims.

Sincerely,

*************************
Initial Complaint
Date:02/05/2023
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.
Car-X **************************************************************** is the worst ever location s******* me as a Vet, Senior and with me living in shelter as they did not provide the services they said they would for a new battery and brakes after needing to get towed for services in December! After their service, a few weeks later, my car would not start again and they wanted to charge me more money to reevaluate what they did not fully evaluate before in December and billed me $1100! They need to cancel my billing with their financial company for their lack of professionalism! Close to living on the street! Yeah, yeah!Thanks *********************
Business Response
Date: 02/13/2023
Dear BBB,

This complaint does not belong to Car-X LLC. It belongs to our franchise in **********. I notified them about thier claim and it seems that their guest filed a claim with the local BBV office. I am including their response below for your reference.

I have spoken with Mr. ***********;extensively regarding this situation. In summary Mr. ***********;was informed of his brake issues months ago. The issue was not addressed timely resulting in further damage to the hydraulic system of the brakes. Mr. ***********;was also experiencing starting issues and brought the car to us to have all issues addressed. At that time, we replaced his brakes, rotors, and calipers that he was well aware of requiring replacement.The calipers were a new development due to extended use on worn out pads and damage to the calipers. This could have been avoided had the brakes been addressed sooner. In regard to the starting issue, (his major concern and overall complaint) we tested the starting and charging system of his vehicle and discovered the battery failed testing, recommending replacement. We informed Mr. ***********;of these findings, and he authorized the repairs. Months later Mr. ***********;had a situation where the vehicle did not start again. He called the store, and an employee incorrectly informed him that we would need to charge for a diagnostic and look at the vehicle. Mr. ***********;reached out to myself (*********************) and I offered to have the vehicle diagnosed at no charge at any location he felt comfortable with and advised him all his repairs are under warranty. We arranged for this to occur so we could diagnose any issues or concerns. We also wanted to re-test the battery as it could have had a faulty battery. Regardless of the cause, we needed to see the vehicle to diagnose what was going on. Mr. ***********;also spoke to one of our master techs who reinforced the message that the vehicle would need to be seen. Ultimately Mr. ***********;decided to trade the vehicle in without having the car looked at or diagnosed.Unfortunately, there is not much we can do at this time without having the ability to see the vehicle. Unfortunately, we cannot refund for services that were performed. If the battery was faulty, we would have been more than happy to warranty this part. I spoke with Mr. Snyder today and he understands our position but is still seeking a refund that we simply cannot issue given the circumstances.

*********************
Director of Operations
Car-X **********/Dayton
Initial Complaint
Date:02/01/2023
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.
11/10 my boyfriend took my car to get an oil change, i was on vacation got back home 11/18. 12/1 my car broke down turns out car-x auto did a poor job in tightly sealing the oil plug in result of all the oil spilling and now neededing a new engine. Their insurance (*******************)on 1/03 has now accepted liability took my car to a repair shop of my choice. They are only accepting to pay me what their apriseal amount $6,780 my auto shop is ******** plus taxes The engine that ******************* is ****** miles, used ,and parts only warranty for 6 months The engine for my autoshop is ****** miles,used,engine, parts,labor warranty for 1 year Its now 2/1 they want me to pay the difference I still have no car, my car is my transportation to go to work.Why isn't car-x paying for the difference? They are the ones who did a bad job. Why wouldn't I want an engine with better spec and a better warranty. So I can feel secure as I should.Before this incident I have never had work done under the hood my car was in great condition going in. They even do a complementary check on my car everything was in great condition. Why im i in a position Where I have to pay out of my pocket for their fault.
Business Response
Date: 02/13/2023
Dear BBB,

Two payments were initiated to our guest from Traveller's our insurance company. One was for the cost of the repairs to their vehicle per Traveller's appraisal estimate and the second payment was initiated for guests' travel and towing expenses.

Sincerely,

***********************
Customer Service Manager
Car-X LLC

Customer Answer
Date: 02/15/2023

Complaint: 18962872

I am rejecting this response because:
Yes they did send me two check one is the reimbursement of the towes and my transportation to work
The second check was ***** going towards fixing my car
The grand total is *****, so why do I have pay the rest why aren't you taking responsibility paying the rest ? must I remind you I would never be in this situation if it wasn't for the employee of the same company you work for. That did a bad oil that cost me $70 and is now costing me *****. Money I have to pull out of my pocket to pay for that employee mistake. Sititation I should of never be in if that employee took his/her time to do the job right.
Sincerely,

***********************
Business Response
Date: 02/16/2023
Dear BBB,

A damage claim was filed with Traveller's our insurance carrier. They sent their adjuster to assess the damages. It is up to Traveller's to decide what the payout amount will be. If **************** is unhappy with their decision, she will need to follow-up with them to determine additional charges.

Sincerely,

***********************
Customer Service
Car-X LLC
Initial Complaint
Date:01/18/2023
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 went to the car x in ********** ******** to have my oil changed and the lady behind counter said that my break fluid was at reading of 300 which as she explained that the break fluid had reached its maximum life and should be changed having purchased the vehicle used I agreed to have fluid changed set up appointment to get the break fluid exchanged and it was done???? Or was it!!!! I went back to the car x in ********** ******** in November to change oil for a long trip I was going on and the same lady tells me that my break fluid had reached its maximum life of 300 and should be changed???? Then I told her I had just had it done there a couple months earlier she looked it up and yep it supposed to have been done. Then she go's on trying to make excuses like some dirt from the top dropped down when it was done but I question that. If it had been done then the fluid would have been clean with some bits and pieces not look burnt so the question is did they really do a break fluid exchang or not ? ; or did they do it but did a lousy job? I have tried to get ahold of car x corporations but no 1 will answer I get no response. The reason think they didn't do a break fluid exchange is because normally when it's done the breaks don't feel the same and my breaks felt no different. I also talked to some other break specialist who also question if it was done or done right?!
Business Response
Date: 01/18/2023
Dear BBB,

We are sending our guest to our store in *******, ** and will test the brake fluid. If it tests bad, we will redo it for him in his presence. Should we come to find that our store in ********** never performed the service, the matter will be addressed internally.

Sincerely,

***********************
Customer Service Manager
Car-X LLC
Customer Answer
Date: 01/31/2023

Complaint: 18830939

I am rejecting this response because:
*************** to letter received and assigned ID# ********. The break fluid was checked and confirmed that it was at the 300 level in November when I came back to get an oil change before I drove to *******. If they would have checked with them in ********** then they would have confirmed what I am saying that it will test bad at the bottom but good in the reserve . I also don't expect to pay for it. I know for a fact that it either was not done or it was not done properly. I am also not an expert so I would not know one way or another if they ( car-x ) would tell me the truth or not and if infact it was not done well car-x let others know?

Sincerely,

*******************************
Business Response
Date: 02/13/2023
Dear BBB,

Mr. ******* returned to our store on Saturday. We tested the fluid, and it was still within specification. There was no charge for the service.

Sincerely,

***********************
Customer Service Manager
Car-X LLC
Initial Complaint
Date:01/17/2023
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 September 27, 2022, I was advised by Car X in Macomb that my car needed a coolant flush. I agreed to have the coolant flush done. On October 10, 2022, 13 days later, my coolant ran completely out causing my car to overheat. I had my car towed to a local mechanic to find out why. I was informed that the coolant hose fell off due to failure of complete reattachment after the flush. The mechanic reattached the hose and refilled my coolant. On January 11, 2023, I noticed fluid in my garage coming from under my car. I took my car back to the Car X in Macomb to have it evaluated. I was notified from them that my car is leaking coolant and oil now due to a warped and cracked head gasket. I was told that I needed to take my vehicle to a ***** dealership to have it replaced. On January 16, 2023, my car was gone over thoroughly by the ***** dealership and I am needing $5,000 worth of work done to my engine due to Car X negligence and causing my vehicle to overheat. I should NOT have to pay this $5,000 and should be reimbursed. I am getting the constant run around with Car X.
Business Response
Date: 01/18/2023
Dear BBB,

Our guest had a coolant flush at our store in Macomb in September 2022. A month letter guest claims their coolant was gone causing their vehicle to overheat. Guest tows car to another repair shop and was told the coolant hose fell off due to failure of complete reattachment after the flush was done. They re-attached the hose and filled the coolant. The guest drove the car from October until January when they noticed fluid leaking from under their car. They returned to our store in Macomb to have it looked at. We informed the guest that their car was leaking coolant and oil now due to a cracked head gasket and suggested taking their car to the ***** dealer to have it replaced.
Our guests' car started to overheat a month after we worked on their car. Unfortunately, we were not given the opportunity to check our work. They took their vehicle someplace else which voided our warranty. The guest should return to whoever reattached the hose and refilled their coolant and address the issue with them.
Sincerely,
***********************
Customer Service Manager
Car-X LLC

Customer Answer
Date: 01/20/2023

Complaint: 18824685

I am rejecting this response because it was not a month after the coolant flush, it was 13 days. Car X guarantees it's work. I was notified from their mechanic when I went in for the leak last week that it is, indeed, their neglect. The only conclusion is that it is CarX responsibility to cover the $5,000 repair work that is now needed done to my engine.

Sincerely,

*******************************
Business Response
Date: 02/13/2023
Dear BBB,

We are sorry that **************** is unhappy with our response. We were not informed of additional damage to ******************** vehicle until the writing of her claim. **************** needs to bring her car to us so that we have an opportunity to take a look at her vehicle. She can call our store in Macomb ************.
Sincerely,

Car-X LLC
Customer Answer
Date: 02/14/2023

Complaint: 18824685

I am rejecting this response because:

Car X was informed of the damage done to my vehicle. Car X is the one that diagnosed the issue in January and sent me to have it repaired at a dealership. I took my vehicle to my local ***** dealership, as Car X told me to. I had the vehicle repaired. I was informed by the Macomb store that it was their fault that the engine issue was caused due to the failure of the hose after the coolant flush that was performed. They then told me that it fell under the warranty, which is not posted anywhere, and that they were financially responsible for the repair of my engine. I called the Macomb store numerous times to speak to the manager and was never called back. The repair was $6,000 and I am still waiting on the reimbursement..

Sincerely,

*******************************
Business Response
Date: 02/16/2023
Dear BBB,

Due to another shop putting the hose on after we performed our services and the hose came off, I don't see a clear path for any type of reimbursement.

Sincerely,

*********************
District Manager/Car-X

Customer Answer
Date: 02/16/2023

Complaint: 18824685

I am rejecting this response because:
The hose did not come off when another shop performed services, the hose came off after YOUR SHOP performed a coolant flush. My coolant hose would have NEVER came off if YOUR SHOP put the hose back on properly. THEREFORE, the need for a $6,000 engine repair would have NEVER been needed if the coolant hose was put back on properly by YOUR SHOP.
Sincerely,

*******************************
Initial Complaint
Date:01/11/2023
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.
Back in July 2022 I took my 2013 Chrysler 300 to carx on ******* In ********** **** for a overheating issue and around dec 22 2022 it was below zero and my car began to need antifreeze and coolant again and I was going back for food or necessities until it was warm enough to get looked at.on Jan 6th I came across the warranty policy for carx guarantee on parts and labor I call them them Jan 09 ******************************************************************************************************************** bring it back to get looked at I took it there the next day then today Jan 11 2023 I talk someone at carx he told me there was a massive oil leak and they have nothing to do with that something about the motor and I tried to explain that in below 0 weather it began overheating again he told me they were not goin to take responsibility for my motor blowing up from the oil leak and from motor or oil housing but whatever terminology that is the overheating problem was never done correctly maybe patched up but that is what started whole engine ****** can provide paper if needed
Business Response
Date: 01/12/2023
Dear BBB,

This complaint does not belong to Car-X LLC. It belongs to our franchise ********* ******* Systems, dba Car-X **** and Auto in ********** ****. I have notified the franchise of this complaint and sent them a copy of the claim for their response to your organization.

Sincerely,

***********************
Customer ******* Manager
Car-X LLC
Customer Answer
Date: 01/13/2023

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,

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

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