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

  2320 Sagamore Pkwy S Lafayette, IN 47905

• 

  Car-X Auto Service

  17065 Torrence Ave. Lansing, IL 60438

• 

  Car-X Tire & Auto Service

  2737 N. Central Avenue Chicago, IL 60639

• 

  Car-X Muffler & Brake Shop

  2509 N. Ashland Avenue Chicago, IL 60614

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:01/04/2023

  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 have been getting my oil changed at Car-X for the last 6 years ( ***********************************************). I have not been to anyone else since I've had my car..One day In December as I was driving my car just cut off. I had no idea what was wrong. I called a tow truck and got the car to the shop.. Come to find out my car had no oil in it.bone dry. Now how did that happen considering they have never said I had an oil leak, also I've never seen any evidence of an oil leak in any of the places that I park ( work,home) I park in the same spot day after day... I went up to the shop and the new manager ( because they have been through several) tells me they wouldn't have told me I had an oil leak or that my oil is low on any oil change..WHAT? Now call me foolish But I would think a place that you come to for all your world changes for the last 6 years would be considerate enough to tell you that... I believe my last oil change was not done right... I don't believe they put 5 quarts of oil in my car that were completely gone with absolutely no oil leaking on the ground in a few months. Then he proceeds to tell me It must be leaking when I'm driving and blowing to the back of car..WHAT? But once again I say wouldn't I see oil everywhere or smell burning oil..And he looks me in my face and says no you wouldn't.. The man was more into telling me how he had an HHR and his car has been low in oil before and I should be checking my oil in-between oil changes...But honestly who does that when you think you have a "reliable" company doing the work and they never gave you any reason to be worried about excessive oil usage or any leakage.. I went into the shop to see if they can do anything about the knocking engine I have now And he wouldn't even Entertain the fact that it could be their fault... They have switched so many people and it's never the same people by the next time my oil change comes around. I need my car fixed not just an oil change, like I was offered.. I will not let them ignore me.

  

  Business Response

  Date: 01/12/2023

  Dear BBB,

   

  ***************** had her oil changed at our store on 8/10/22.  She came back to the store in mid-December claiming she was losing oil.  Our store staff took a quick look at the vehicle and told our guest that she had a very bad leak coming from her valve cover gasket, but there was still oil showing on her dipstick.    Evidently, she brought her car back to us a couple of days ago to have it inspected.  

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18686062
  
  I am rejecting this response because: They are just trying to ignore any wrongdoing that they did... I did not say I was losing oil I said my car had no oil in it... I had to put oil in it to even get it back up to the shop because it was not  starting..... The length of time between me being there does not matter cuz it's been  4 months before and I've never had this issue.... I've never had oil leaks in my driveway or my parking spot at work So that to me tells me I'm not just losing oil... Never did I smell  any burning or anything.... I am not going to allow them to sit here and act as if it's my   that they did not inform me as a customer about low oil or dripping oil anytime prior to this.... The only way that is oil leaking now is because my car is so badly damaged that the head gaskets blew... He had a gentleman call me and say that they wanted some pictures of my engine for their insurance.... But all they're trying to do is get pictures of a leak that was not there before this issue happened And treated as that's the reason my car didn't have any oil in it after they did a oil change... Like I stated it's so many different people in and out of there They don't know where the person is that did the work on my car cuz he sure isn't there anymore... I know it's their job to distance themselves as much as possible but I'm not going to allow that.... And I'm willing to go as high with this as I have to... Had a perfectly good running car with no issues brand new tires brand new batteries brand new headlights brand new other pieces but there was nothing wrong with my engine... And I have a mechanic that will tell you so..
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/18/2023

  Dear BBB,

   

  Head gaskets are coolant related and blow when a vehicle overheats.  Our guest came to us 4 months ago and we put oil in their car.  If the oil leaked out, the vehicle has other issues and nothing to do with our oil change.

  We are sorry for **************' vehicle issues, but there is nothing else that we can do. 

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18686062
  
  I am rejecting this response because: they aren't trying in anyway to see any fault in the company.. They don't even have anything to say about the lie they told about me "coming there saying I was losing oil.. Absolutely not what I said..I said my car has never leaked oil..so can someone tell me why it's dry.. They are unprofessional and I will not stop until I get a resolve and I'm sorry just isn't it.. This was my first stop but I will be seaking a lawyer because I will not let another big name company get over on ** women, African *********, And just plan old hard working man... Shame on you owe ever will get this next message...you should definitely try to do better for the people instead of a company that would replace you in heat beat if you act in anyway human...and you know I'm right...
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/19/2022

  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.

  We took our vehicle to ****X in *******, **** on October 17th, 2022. After the initial diagnostics, they determined I needed a fuel flush due to using E-85, although my truck is a flex-fuel. Hours later, they called back and notified me that we had a crack in our engine and we would need a new one. We went up to the location later in the day and took a look at our truck and determined we would go ahead with an engine replacement. The shop had our vehicle for 3 weeks and never called with an update. I constantly was calling them and was being told, it'll be done tomorrow (several times) or, we will call you back, which they never did. Finally, we got the phone call that our truck was ready on November 7th. While driving the vehicle that same night, no more than 100 miles, the check engine light came on. We took it back to the same ****X location and they determined it was a normal misfire, did somethings under the hood and let us back on our way. After another 80 miles, the check engine light came on again. We then took it to a a different car shop where we were told we needed a BRAND NEW ENGINE again and that my truck was not safe to drive. After a week of trying to deal with the warranty company, we called ****X and they towed my truck to another location to fix it because it did indeed need a new engine. They also fixed other things that the other car shop called out that ****X didn't fix the first time that should have been replaced (see invoice attached). ****X had agreed to reimburse us for a rental car however, they have not done so. The ****X ******* states they guarantee every part and every repair and their technicians are professionally trained, however they let us drive away twice in an unsafe vehicle due to the lack of testing needed for a new engine. They only test drove our truck 6 miles. ****X has not taken responsibility for their mistakes. We feel like we received the out of towners treatment and terrible customer service with zero communication.

  

  Business Response

  Date: 12/30/2022

  Dear BBB,

   

  We did replace the engine in our guests' vehicle when he brought it to us in October.  We did our diagnostics and determined it needed a fuel flush.  However, that same day we noticed a crack in the engine and notified the guest he would need to replace the engine.  We replaced it a second time when the vehicle wasn't driving the way it should and was no longer safe to drive.  In addition, our guest was without a vehicle.  For their convenience we agreed to reimburse them for a rental car.  They should receive their refund within 10 business days due to Holiday.  In conclusion, we are not obligated to provide an additional refund and would like to consider the matter closed.

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 3rd time I visited Carx and used a coupon for an oil change. EVERY TIME, after I visited Carx (I tried different locations in town), there will be a bigger problem with my car. - The first time after the visit, my car's check engine light went on.- The second time after the visit, my car's bulbs went out. We had to go to our handyman's shop to get the repairs because we do not trust Carx for further and bigger projects. And here we go, we received another coupon of $20 for an oil change. We decided to give it another try, at another different location, hoping that it works out. It did NOT. The car started to shake crazily after the oil change. IT NEVER HAPPENED BEFORE. I was extremely disappointed. They failed us again. Why did they do this? Just to let us come back for a more pricy job? I believe so. Because -We have a handyman who owns a car repair shop and who takes care of our car, and knows the condition of our car. We have all the records and we take care of the car diligently. We drive our cars on a daily basis and know the condition of the car. WE DID NOT HAVE THE PROBLEM BEFORE THE OIL CHANGE. The problem happened 10MINS after the oil change. So I went back - this is the first time I went back to the store because I was frustrated and I think that IT IS NOT OKAY.Carx tested it out and said it's not their problem. They suggested to:(1) replace the rotor for $350 (2) do rotation for $30 (note this: THIS MORNING I JUST DID ROTATION AS PART OF THE OIL CHANGE - now they are charging for it again)(3) on their report, they suggested we do a $165 brake oil flush. (4) Interestingly, on the report, they first marked our battery as in RED and later marked it top 1 column in GREEN.Because this is the 3rd time it happened to us, I wondered if they purposely do this as a business strategy - to get people with $20 coupon or a smaller project to come back for a larger project. Anyways, doing more damage to a customer's car is not okay.

  

  Business Response

  Date: 12/19/2022

  Dear BBB,

   

  This guest complaint does not mention which Car-X location they took their car for services.  We are very sorry that the guest has lost trust in our brand.  We understand they would be reluctant to bring their vehicle back to us so that we would have the opportunity to take a look at it further.  

  First, this guest seems to have had their car at our store for their oil changes.  What happened to their vehicle after an oil change, has little to do with what we did.  A check engine light is not affected by an oil change.  ****** change would help the car run better not worse.  Also, an oil change has nothing to do with car bulbs not working or their car shaking.

  Second, on their last visit after the oil change, we suggested a brake service and a brake flush which is highly recommended when replacing brakes.  Car-X **** and Auto is in the automotive repair business.  We fix cars, we don't break them.  According to the guest we did not do any work on their vehicle, only oil changes.   

  Finally, if they are experiencing problems related to work that was done, we would recommend they take their vehicle to their mechanic who takes care of their car. 

  Sincerely,

   

  Car-X Customer Service

  Car-X LLC

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18595739
  
  I am rejecting this response because: the response by Car-X indicates exactly how irresponsible they are. To reply and answer the question (it was not even a question by Carx actually, but it sounded more like ignorance and excuses), we had our oil change this time at 601 ****************************************************************. The ones we went before was 2216 *************************************************************. Both in our *** area.

  We do not agree with *****'s assessment because:

  (1) the ***** that our car's having more issues AFTER being serviced at Car-X indicates VERY clearly that it is a CAUSAL relationship. By words, Car-X was just rejecting that and being blind to it. Just like a murder claimed that they did not cause death because they just did not do without providing any evidence -  this kind of claim does not hold any validity. This kind of claim also happens a lot on this forum. 

  (2) We ARE BRINGING our car to our mechanic this week. When we booked the appointment, our guy asked us if Car-X did not put the cap on, or did the rotation wrong, etc. - We will have the car examined by him later, and we can provide more evidence gather by him - but his questions indicated that a car oil change place DOES and CAN cause damage to a car because they are not doing it correctly. In fact, according to our experience, doing a poor job by Car-X happened A LOT to us. THIS happened too much and looks like it might be just a scammy business strategy.  

  (3) We will not visit Car-X again in the future, but we ARE ASKING FOR REPAIRS, COMPENSATION, and APOLOGIES from them THIS TIME's visit. We are asking them to fix their problems and their damage to our car, we are looking for compensation for the time and energy spent on this case, and to pay our handy man's appointment and charges. Because, again, this has happened too many times, that OUR CAR HAD PROBLEMS AFTER OIL CHANGES. 

  (4) From the oil change's report, they suggested us to do brake flush change -----our handy guy told us that IT IS NOT NECESSARY. They also did wrong diagnose about our battery - they first MARKED IT RED (not functioning), and later top1 at the GREEN (100% functioning). Their examination seems unreliable.  

   

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

  

  Business Response

  Date: 12/21/2022

  Dear BBB,

   

  In May 2021 our guest brought their 2006 ****** to our store on **** Street for an oil change.  At that time, we recommended new tires and an alignment.  Six months later the guest returned to our store again for an oil change.  We recommended a cabin air filter and a power steering fluid exchange.   Our records show those services were declined. In December 2022, our guest brought their car to our store on University Street in *********, ** for their oil change. Shortly after picking up their vehicle, they experienced shaking and brought their car back.  We tested the car, but it was found that the issue they were having was not related to what we did.  We did recommend a battery and a brake fluid exchange, but those services were declined, and no work was performed.  We are a full-service repair facility and not just an oil change place.  *** services that we recommend are based on what we see during our inspection.  The guest is not obligated to have recommended work done with us.   

  
  We are sorry that we did not meet our guests expectations.  It is unfortunate they do not trust us to work on their vehicle.  We are somewhat confused by their claim that we damaged their vehicle when we did not do any work on it.   If the guest does not want to return to us, there isnt much that we can do for them. We wont pay for work performed by another repair facility and are not obligated to pay for time spent.

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

  
  

• Initial Complaint

  Date:11/14/2022

  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 9-27-22, I took my car (2015 ****** Sentra) to Car-X located at **************************************************************************** because the "Check Engine" light was lit. The manager said a diagnostic test was necessary and found that the oxygen sensor needed replacing. I was charged $626.39.The check engine light came on AGAIN 10-28-22. I returned the vehicle because the "repair" was under warranty. The manager said that something else caused the check engine light to come on, there was no mechanic available to address the issue, and to take the vehicle to another Car-X location. A certified ****** mechanic at ********* ****** examined the vehicle and determined an Oxygen Sensor is needed!!! The very part I paid Car-X $626.39 to replace!!! Please help me get a refund!

  

  Business Response

  Date: 11/16/2022

  Dear BBB,

   

  This complaint does not belong to Car-X, LLC.  It belongs to our franchise in *********, **.   Please direct this complaint to *********************, *************. dba ************************************************************************************************.

   

  Sincerely,

   

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

  Customer Service Manager

  ***** LLC

• Initial Complaint

  Date:10/02/2022

  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.

  October 2 of 2022. CarX The car been towed to the location at Sept 24 and Ive been told that it will be looked at, the next two days Ive been told that location is busy and they finally looked at the car at the Wednesday 4 days after towing. There was a burned fuse thats was a possible answer that car doesnt start. The fuse was ordered, Ive been told its a special fuse and they did a special order for it and supposed to be arrived at the same day. The next two days Ive been told again and again that location is busy and they dont have time to put a simple fuse in. At Friday afternoon when I called again for updates Ive been told that fuse was placed and car couldnt start and if I want to tow a car and dont like a service I AM MORE WELCOME TO DO SO. The service person was disrespectful of me by saying that Ive shouldve looked how I placed a battery on my car because thats why my fuse was burned and the only answer to start my car is to get a new PCM which is 2k at dealership. The whole morning at Saturday Ive been stressing about how I can possibly afford the the new PCM and was making an arrangements with a dealership to tow a car. Ones I called the location Ive been told that they never placed any fuse and they just was ordering a wrong ones that doesnt fit in and soon soon they will place a right one. Ive been terrified on how much unnecessary stress Ive had whole morning just because someone intentionally or unintentionally miscommunicated to me. Also, I believe I was not not prioritized as a customer because I am minority immigrant with a issues of English communication and that I would less likely to stand for myself or know my rights. There was poor communication and unwillingness to follow up though. As an immigrant from ******* *** working *****h a day and car is essential for me and I believe I was discriminated by being less important customer and miscommunicated as well.

  

  Business Response

  Date: 10/04/2022

   

  Dear BBB,

   

  This guest vehicle has a blown fuse that is not a normal fuse.  It was special order from the manufacturer.  We explained to our guest that we could replaced the fuse as a start, but there could be bigger issues such as damage done to the vehicles computer system.  We did replace the blown fuse and the vehicle would still not start.  At that point we advised our guest to bring his car to the dealer. 

  Sincerely,

   

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

  Customer Service Manager

  *********

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18155897
  
  I am rejecting this response because:
  I was called Friday by person from blue complains that told me that fuse was never placed and I should wait for it to arrive
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/19/2022

  Dear BBB,

   

  Our store ended up getting the correct fuse from the dealer and the car is fixed without any issues.  The guest has since paid and picked up the car.

   

  Sincerely,

   

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

  *********

• Initial Complaint

  Date:09/29/2022

  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.

  Hello,My name is ****** and my husband and I have been Car-X customers for many years. We are currently experiencing a problem with the *******, **** location which they refuse to address and make right. We took our car into the shop about 1.5 years ago because my Mass Air Flow Sensor was going bad. **** and ***** helped us then with this issue, we paid approximately $500 to fix this. Since then, I have been in the shop 4 times with my check engine light on with the same Mass Air Flow Sensor issue. The most recent time I was back in June and spoke with ****. He advised that even though my sensor was technically out of warranty, hed make it right and put in a new one. He asked that all I do is make a ****** review of my experience and hed take care of the rest. I did said ****** review and I left with my Mass Air Flow Sensor fixed. As of 1.5 weeks ago, my Mass Air Flow Sensor had AGAIN, become an issue. Every time my check engine light has come on, Ive taken it to Auto Zone who runs their test which has told me every time, its the Mass Air Flow Sensor. I called **** last week after this most recent check engine light alert and he played dumb acting like he hasnt serviced my vehicle within the past few months by replacing the Mass Air Flow Sensor. He advised theres nothing in the computer showing work was done. This would be true, as he just told me to do that ****** review and Id be taken care of. Im very disappointed in the service Ive received and with the time and effort it has taken to drop my car off for the repeated issue with truly no resolve. Any help or assistance you could be in this matter would be greatly appreciated.

  

  Business Response

  Date: 10/11/2022

  Dear BBB.

   

  The initial repair was done on 3/16/21 when the guest returned in June 2022 with the *** sensor problem.  At the time the part was already out of warranty by 3 months.  As a courtesy our store manager warrantied the part, and the guest was not charged for the service.  Since then, we have not heard from our guest and have tried calling them multiple times.  Either way, the part is out of warranty.

  thank you

   

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

  Customer Service Manager

  Car-X LLC

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18149046
  
  I am rejecting this response because: even though the initial part was out of warranty and replaced as a courtesy, the business should ensure that the courtesy replacement part is the proper part and take care of it when it never resolve the actual issue with the vehicle and because of this, the car is still running poorly. On top of that when I had the initial part in the vehicle, during that year span The vehicle went into CarX 4 additional times, making the fifth time the time they chose to replace it. Had they replaced the faulty part in the previous four times I was there,  that part initially would have been under warranty. I have also not received ANY calls from the business on this matter. It seems very unprofessional for a company to ask for a ****** review in exchange for a replacement part that shouldve been fixed during the warranty time from one of the other times I had already taken it in. And whats even more disappointing is that they said I never even brought it in outside of the very first time back in March 2021. CarX is lying about reaching out to me just like they did with my vehicle airflow sensor problem. I would highly suggest nobody go there for any work because they dont make it right, even when theyre in the wrong. At the end of the day we were just like our money back that we spent on the first initial problem because it was never fixed and we would like to take our business elsewhere. 

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

  

  Business Response

  Date: 10/20/2022

  Dear BBB,

   

  The initial repair was done on 3/16/21.  She did come back multiple times but for different and unrelated repairs. We have no record supporting her claim that she returned 4 or 5 times for the same issue. When we did the warranty for the engine light, we did not replace it because the vehicle had been running rough, we replaced it because the engine light was on.   If the engine is running rough, its likely caused by the sensor we replaced over a year ago.  Typically, a MAF sensor would not cause a vehicle to run poorly.     

  If our guest wants to bring her vehicle back to us to have it looked at, we will be more than happy to do so.   However, she has not contacted us once about her vehicle issues until the writing of this BBB claims.

  Sincerely, 

   

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

  Car-X LLC

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18149046
  
  I am rejecting this response because: I did come back multiple times for the SAME air flow sensor issue. I went to Auto Zone every one of those times and had the reason for the engine light being on. The same reason EVERY time was for the Mass Air Flow Sensor which was 'replaced' on 3/16/22. I spoke with numerous people and they advised I should not have this issue happen as many times as it did for the replacement part. The vehicle was never running 'rough', that was never even talked about. The light came on indicating there was an engine issue, like every other time...I took it to Auto Zone for them to run the diagnostics and it came back as Mass Air Flow Sensor. I was told be ****, that he replaced the part when I brought the vehicle back in June and he just wanted that ****** Review (which I attached). 

  I do NOT want to take my vehicle back to a business that has caused more time and frustration for the issue not being fixed. I would like to be compensated for the part and really I would ask for the time I have wasted at this business explaining myself. We had another auto body shop look at the same issue, Car-X advised they had fixed within the past few weeks and they advised that Car-X replaced the Mass Air Flow with a very low quality part and one that shouldn't even be used in my ****** Rogue and this is why the sensor keeps failing. They provided print outs and explained it in depth. We have a baby due soon and we need a reliable vehicle and by having this on going issue happening has caused a lot of stress. 

  I have reached out to Car-X on multiple occasions and have left messages with no response. They have advised they have called me to discuss this matter, but I have no missed calls or voicemails from them. You would think as a company if they are wanting to speak with me, they would leave a voicemail with the contact information of who I can reach out to if I have missed their phone call while I am at work. 

  This business has treated me like I am a liar and that I haven't come in to the store MULTIPLE times with this ongoing issue that they had 'fixed'. I have been in the store 4+ times since March of 2021 trying to get this matter resolved and made multiple phone calls to the business. For ***** to say that I haven't contacted them once about my issue until writing to the BBB claims is absolutely absurd.

  All I want is the money I spent on this issue to be refunded because clearly they either never truly replaced the part like they said they did or it was a noncompatible one for my vehicle. I will never step foot back in that door. I will also make sure that others are aware of this situation and never recommend Car-X to anyone I know ever again. This has been a true nightmare. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/01/2022

  Dear BBB,

   

  To reiterate the initial service was completed in March 2021. As a courtesy we replaced the initial part in June 2022.  She is not owed a refund since we did not charge her for the service.

   

  Sincerely,

   

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

  Customer Service Manager

  Car-X LLC

   

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18149046
  
  I am rejecting this response because:the initial issue was faulty which caused multiple problems and additional trips into Car-X for them to check the filter and again replace the faulty one (that was replaced by Car-X in June) which will need replaced again because its the bottom of the barrel replacement and isnt compatible with my vehicle. These responses shows the care and type of resolution/service you receive from this company. They know theyre in the wrong yet, they choose to not make it right. Still havent received any phone calls regarding this matter either. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/04/2022

  Dear BBB,
  

   

  We have tried to resolve this issue with the guest the best that we could.  As a courtesy we replaced the part which had been out of warranty, at no charge. The Mass Air Flow sensor we put on her car is not a bottom barrel replacement. All parts we use are thru Auto Zone. Their parts are OEM and vehicle specific.  If the vehicle is running rough it is highly likely due to another issue. 

  There is not a lot that we can do for her if she does not want to bring her car back to us.   If she decides to bring her vehicle back to us, we are more than happy to replace the part again.  However, she would have to pay for this. 

  We would like to consider the matter closed.

  Sincerely,

   

  Car-X LLC

   

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18149046
  
  I am rejecting this response because: This still doesnt satisfy the issue and the time that *** spent regarding the mass airflow sensor and bringing the vehicle in multiple times. I do not consider this issue closed. The part that was used is not suitable for my type of vehicle. Car X going through AutoZone does nothing for the issue of the incorrect part being used. My car is not running rough and the only issue there is is the mass airflow sensor for which I have paperwork on multiple occasions from AutoZone on every time the sensor light came on over the past six months. Furthermore how can a company who has created an issue, an ongoing issue expect me to bring my car back in there to be fixed and pay for it? This is something that I should never have to pay for since the part was faulty to begin with and went out Two months after it was put in as a courtesy replacement. It makes me wonder if the part was actually ever replaced? From the research that I have done, this should have not been an issue this quickly and all the paperwork that I have from every time the check engine light has come on Specifically read that its the mass airflow sensor. You as a company should make things right when it comes to your customers and take the fault when mistakes were made. The only thing that will be excepting of this situation is a refund. CarX has caused more time and effort on my part and bringing the vehicle specifically back to that business over the past six months as well as having to take it to AutoZone multiple times to have the engine light evaluated and ran And on top of it, taking it to another location to have another mechanic look at the issue. This has been a huge headache and its very upsetting that a company who pride themselves in doing good work and taking care of the customer is doing no such thing in my situation. By replacing the part back in June as a courtesy, does nothing for me when the part does not work and causes further issue a month later. I do not consider this case closed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2022

   

  Dear BBB,

   

  This guest is not owed a refund.  Therefore, the request for a refund is denied.

   

  Sincerely,

   

  Customer Service

  Car-X LLC

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18149046
  
  I am rejecting this response because: A refund is the only satisfactory option that I feel is fair in this situation. Due to the time and ongoing issue with the part, nothing else will be satisfactory. Based on the status of this ongoing issue, this is more of a reason that I would never refer anyone to this company for any business. They dont treat their customers right and create more headache for the problems that they caused. This is absolutely unreal customer service. I, as the customer am not returning to the store to have to pay for the part that shouldve been put into my car correctly the first time. This is absolutely absurd. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/27/2022

  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.

  August 13, 2022 we ordered 2 tires at $183.99 each to be installed at *********, ** store #****. No estimate of the work was provided other than the price of the tires. We were called Tuesday, August 16th and told the vehicle was ready to be picked up. Nothing regarding the cost of the work was stated. Upon arrival to pick up the vehicle and pay, my wife was presented with a bill totaling $670.84. My wife was surprised at the amount and when she questioned why it was so high the cashier went over the invoice. Carx had provided service we were not asked for not agreed to have completed prior to receiving the invoice for payment. Carx had performed an alignment for $129.99 and charged a Road Hazard Coverage at $30.99 per tire. Neither of these services had been approved by us before being provided. When my wife questioned why they had been done the Tech 059015-0.00 stated that Carx typically provided the service. My wife, although did not want to pay the total invoice amount did so. August 17th, I went to the Carx store to speak to the manager stating that we had not been asked whether or not we wanted the charges in question provided and would not have given approval had we been asked. The Manager my wife had approved the services. I replied that she had not at any time before seeing the invoice for the work approved of anything except installing 2 tires. He continued stating my wife had approved. I asked for a refund of the alignment and road hazard. Again, the manager stated your wife approved. I stated I would be making a complaint and that we would never use Carx again. I have the complete invoice and there is no signature from my wife on the invoice at all, let alone stating her approval for the service. I feel Carx should refund the entire amount of the invoice for providing services we were not informed of beforehand or approved of. Thank you, *********************

  

  Business Response

  Date: 09/19/2022

   

  Dear BBB,

   

  This complaint has been resolved.  Our guest was given a refund for the tires.

   

  Sincerely,

   

  Customer Service

  *********

• Initial Complaint

  Date:08/01/2022

  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 have two vehicles that were taken into Car X location in ********** one on 03/10/2022 and the other 03/14/2022 I paid over $3991.75 in repair fees for both the vehicles. Since then I have taken my vehicles back over six times due to them not being fixed properly. As of today my vehicles are still not operating the correct way on which I paid for the services. I have spoken with the district manager who then had me take my vehicles to the Car X location in ******* ******* to be fixed properly and I am experiencing the same issue of my vehicles not being fixed. Im actually asked to pay another $1300 for them to fix what was supposed to be fixed previously. I have tried to get the situation rectified several times in which is a big inconvenience to myself having to take time, gas, and miss work. I have reached back out to the district manager with no response.

  

  Business Response

  Date: 08/15/2022

  Dear BBB,

   

  This guest has two vehicles, a  Durango and a *******.  The Durango is the vehicle that we found needed additional repairs.  According to the team at our store in ****************** (who took a look at her vehicle for her), they found front end work that is needed.  Typically, both left and right sides of ball joints would be replaced.  Our store in ******* had only replaced one side.  We believe our guest is still having issues as a result of not repairing both sides of the vehicle.  We are offering to warranty the alignment and apply discounts for the inconvenience taking the price down to about $1000

  We test drove the ******* several times and could not replicate the the noise they were hearing.  We have gone to the extent of having multiple employees ride together to add weight and hopefully create the issue ************** has described.  As stated, we could not replicate the issue.  We tighten all ******* down and believe if she was hearing something, that could be the cause. The guest has picked up the vehicle and was not charged for those services.   

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17653586
  
  I am rejecting this response because: I have taken my vehicle to the facilities on several different occasions having already spent $3999 on the vehicles and the are not operating properly and it has been months since trying to get his resolved. When I am at the facility and a representative rides in the car with me they hear it and then when it comes time to pick the vehicle up it is an different situation. I do not feel comfortable with allowing this facility to service my vehicles any longer this process was unacceptable and I can not afford to waste anymore time nor funds. I would like a refund so that my vehicle can be taken to another facility to be fixed properly. I have also taken my vehicles into another facility and what was stated that was fixed at CarX is still an issue. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/19/2022

   

  Dear BBB,

   

  We stand by original response but would like to note that our District Manager contacted the guest but did not get a return call. At this point, we believe all issues have been resolved from the original repair.  Additional work is needed to the vehicle and a discount was offered.  

   

  Sincerely,

  Customer Service

  *********

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17653586
  
  I am rejecting this response because: I never received a call and reached out via text and phone to district manager. I would even accept a partial refund I am having my vehicle serviced at another facility.
  
  Sincerely,
  
  *************************