Complaints

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

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  Car X Tire & Auto

  9507 Page Ave Saint Louis, MO 63132-1523

• 

  Car X Tire & Auto

  7557 West Florissant Jennings, MO 63136

• 

  Car X Tire & Auto

  15487 Manchester Rd Ballwin, MO 63011

• 

  Car X Tire & Auto

  9965 Watson Rd Saint Louis, MO 63126

• 

  Car X Tire & Auto

  11420 Tesson Ferry Rd Saint Louis, MO 63123

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:06/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attached my complaint in the supporting document section. In brief, I took my Car-X for a suspected exhaust leak and muffler replacement. My car ended up having to go to their shop 4 additional times after my additional visit due to poor workmanship. It took 3 visits for the exhaust to be repaired. An employee also admitted right in front of me that they knew that the job was not done properly but they decided to give the vehicle to me anyway. 2 additional visits were necessary because they failed to secure wiring for the rear O2 sensor causing it to snag and be ripped out by the drive-train. This caused my vehicle to nearly stall out in a busy intersection during rush hour. The attached document provides a full account of the situation.

  Business Response

  Date: 06/19/2024

  Our market manager was in contact as soon as the complaint was brought to our attention. The market manager got the vehicle to a different location where we inspected the exhaust for what corrections needed to be made. On this visit we removed all of the exhaust that we had originally replaced and re installed with new welds and hangers. This was done at no cost to the customer, along with providing the customer with transportation to and from work at no charge. When the customer arrived to pick up the vehicle we showed the customer that his 2000 Jeep Cherokee with ******* miles on the odometer had quite a few fluid leaks that caused several areas underneath to be soaked in oily residue. When we reinstalled the exhaust that day we did our best to secure the oxygen sensor harness to the oily factory retainers. After the vehicle left the retainer clearly did not hold very well as the sensor harness came loose and damaged the wiring. The oxygen sensor that had the damage to the wiring only has one purpose on the vehicle, and that is to determine if the catalytic converter was functioning properly. The downstream oxygen sensor has no bearing on how the vehicle runs, nor would it cause the vehicle to stall if it was not working properly. However we replaced the sensor at no charge to the customer and re secured it again to the retainers. All work provided to the customer still carries a 12 month or ****** mile part and labor warranty that expires on 5/1/2025 or ******* miles. ** the customer has any issues we will continue to honor our warranty, ************ would simply just need to bring the vehicle to any one of our 19 local retail locations. Car- X Tire & Auto feels this complaint has already been resolved and feels there is no need for any further actions.

  Customer Answer

  Date: 06/19/2024

  Complaint: 21820542
  
  I am rejecting this response because:
  

  I find the response on behalf of the business to be wholly inadequate. Car-X has highlighted the fact they performed the additional work at no charge to myself as evidence that they have resolved the complaint. I, however, find that point to be invalid. Yes, they performed the exhaust work at no additional cost, but it was work that I paid for that I did not receive until after the third visit to one of their shops. It should not have taken two additional trips to the shop in order to perform the exhaust repairs.
  
  On the matter of the downstream, I find that response inadequate as well. The O2 sensor determines tells engine that the catalytic converter is working properly, I agree. But would it not make sense, that were the sensor to experience sudden damage, that it would make it seem as if the catalytic converter was not functioning properly therefore causing the engine to stall. I have driven that Jeep for 9 years and have experienced nothing of the sort, in regards to stalling, in all of my years of driving it. If ************** has another explanation for what caused the vehicle to stall, then I should like to hear it. But, given the experience I had with Car-X, I do not think it is coincidental that such a thing should take place only days after my vehicle being in one of their shops.
  
  My dealings with Car-X were an extreme inconvenience and disruption. Never have I, as a paying customer, been treated with so little regard by a business. I disagree with Car-X. This complaint has not been resolved. The only resolution that I am willing to accept is a full refund of the amount that I initially paid Car-X. It is of my belief that the only way to deter a business from treating consumers with such impunity is through financial consequence. It is the only consequence they understand and without such a consequence they are essentially free to abuse and prey on the consumer. Car-X is well within their means to provide a refund seeing as they are part of massive, corporate conglomerate of auto shops which reported over 1 billion dollars in sales to its shareholder in 2023. The roughly $1,500 I paid to them to perform the exhaust work is a mere drop in the bucket. Whereas $1500, is no insignificant sum of money to me. When I spend that amount of money, I expect the job to be done right and to be done right the first time. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/24/2024

  Car X **** & Auto stands behind its original response as stated. The repair work ************ received from our location came with a standard 12 month or ****** mile parts and labor warranty which was honored with no questions. To answer **************** statement about the $1,500 refund being a "drop in the bucket", we are a small locally owned and operated franchise of Car-X, not MORO who is the corporation he is referring to. The fact of the matter is, repair work was paid for, and repair work was completed. A refund will not be issued and Car-X **** & Auto considers this complaint resolved and case closed.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took it there on 4/22. It would not start so I had to tow it there. The mechanic said he would charge ***** for a diagnostic. Later he said he wanted to keep it there to do more work. He took my ***** and did not do diagnostic. The car is not running. He said he would do the diagnostic for free if i return my car. I have not because i do not trust him.

  Business Response

  Date: 05/08/2024

  The customer towed the vehicle to us on 4/22 stating the vehicle would start and die. Once the vehicle arrived our diagnostic fee to test the vehicle for this issue is $79.99 plus taxes and fees. When we had the vehicle we tested fuel pressure and scanned the vehicles computer for codes to determine the cause of the issue. The entire time the vehicle was in our possession the vehicle did not act up, it would start and stay running with no issues. We still performed several test while we had the vehicle to try and assist the customer with their issue. Our diagnostic fee does not get waived due to the vehicle having an intermittent issue, we still had to have a technician perform several test on the vehicle which takes time and equipment. We informed the customer that there could still be an issue with the vehicle and that if it acted up to bring it back and we would not charge an additional diagnostic fee. Car X will not be issuing a refund for this service. Car X feels this complaint is resolved and there is no need for further actions.

  Customer Answer

  Date: 05/08/2024

  Complaint: 21662933
  
  I am rejecting this response because:
  
  I was told that they couldn't do a diagnostic on my vehicle because the engine light was not on.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/09/2024

  The check engine light had recently cleared by someone when the vehicle arrived at our location. What we informed the customer was that we would only be able to perform certain tests due to the fact the check engine light was not on. Had the check engine light been on it would definitely help narrow down the issue with the vehicle. However, this has no bearing on whether we still had a technician spend labor hours inspecting and testing the vehicle for the cause of the symptoms the customer had the vehicle towed in for, this is where our diagnostic fee comes into play. Our market manager informed the customer that if the vehicle is still having issues we would be happy to continue our diagnostic at no additional charge, however the customer declined to do so. As previously stated Car-X **** & Auto considers this complaint closed and feels there is no need for further actions.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I&#**;ve been without a car for a couple weeks and the car still has a problem, it misfires. They said it probably was the H3236353830****3134H and it wasn&#**;t the H3236353830****3134H. They told me it was a code and could be anything- spark plugs, cylinder, etc. They charged me a lot of money. I am trying to tell them that the car is still not right. He said it was the H3236353830****3134H and there is nothing else he can do for me. I want my car fixed correctly.

  Customer Answer

  Date: 04/30/2024

  ******************* called to say that **** - manager - said that he forgot to add 3 1/2 hours to the bill. This increased by between $500-$700.  

  Business Response

  Date: 05/06/2024

  ******************* spoke with one of our market managers. The market manager met with her at another one of our locations to review the vehicle with her. We verified the vehicle had no misfires and that all repairs previously made by Car-X were performed properly and had no issues. Car X Tire & Auto considers this complaint closed and feels there is no need for any further actions.

  Customer Answer

  Date: 06/06/2024

  I had my car towed because the mechanic said it was misfiring.  So I took it to Car X.  The mechanic said he would check it out and told him the tow man said it was misfiring.  The mechanic called me back and told me a lot of things that my car needed.  I knew it needed a tune up, oil pan gasket and an oil change.  The problem was after he got through fixing different things, he kept saying I needed an oxygen sensor and speed sensor.  I said ok and after all of this he quoted me a price for doing the repairs.  It came up to $2500.  Later on the car was still not acting right so I took it back to him.  He said that nothing was wrong with the car and that I was making it up.  He said we need to put on some more price on the bill for labor which came out to $3000.  The check engine light was on and told him the car was still not right.  He refused to check it again.  I didn't have a car for 3-5 weeks and had to find a way back and forth to my job.   I told him it was still making a terrible sound.  He thought it was funny when he told me he had to change the price.  He said we needed it right away. 
  
  I would like a refund because my car is still not driving right and the work he was supposed to do he didn't do.  
  

  Business Response

  Date: 06/18/2024

  The customers vehicle was last in on 5/16/2024. We replaced the ignition coils and spark plugs under warranty. This was done purely for customer ********************** as the vehicle displayed no issues running while in the shop. The vehicle was inspected by several different mechanics due to the amount of times the customer has stated "the vehicle does not run right". We have not heard from the customer since this last visit.  ********************** Tire & Auto considers this case closed.
  

  Customer Answer

  Date: 06/21/2024

  Complaint: 21641871
  
  I am rejecting this response because: My car engine light is still on, this matter is not closed. My vehicle is still not running correctly and I cannot get my vehicle inspected with the check engine light on. 
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/28/2024

  The customer has not reached out to any of our locations or our customer ********************** line stating there were any issues with the vehicle. If there is an issue with the vehicle the customer is more than welcome to bring the vehicle in to any of our locations for us to verify the issue. If the issue is related to any of the work previously performed it would be covered under her warranty. Car-X considers this case closed and feels no need for any further actions on our end if the customer elects to not bring the vehicle in

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thurs Mar. 28 took our 2008 GMC Envoy to CarX because water and antifreeze was on our garage floor. Carx pressure tested and couldn't find leak. Sat March 30 they pressure tested again and found leak. Tues April 2 installed new water pump but still had a leak. Found damage to the Timing Chain Cover. Gonna replace cover.Sat April 6 ***** , the store mgr said his technician broke the oil pan resulting in further delays. And they asked me to be patient. Tues April 9 called for update. Still working on it Wed April 17 I went up to store they said car is ready but technician is test driving. ***** immediately called and said don't come up here car has a " serious problem ". While test driving car had no oil pressure and the vehicle stopped on test drive.Same day ***** called his Mgr from Overland Carx. Mgr *********************** came over with a technician and I waited 2 hrs then they decided to have car towed to other shop in *********Thurs April 18 Overland shop inspected damage and said the engine was " beyond repair". When they opened the car up they could see metal shavings in the engine. Wanting to charge me *****. As the cost of initial water pump was 1800. Plus an engine= 5700 Fri April 19 I went to Overland shop to speak with technician whom was not available. ***** ( tech) called Friday evening and offered to get us a " used engine" and use the parts that were already installed on car and installation of engine for ***** dollars. My car has ******* miles on engine. Or he can get us a refurbished engine for 4,200.My opinion is the engine was damaged when oil pan was removed. The oil pan was broken in pieces, I have a picture of broken pan. I feel like they owe me a new engine. I don't think I should pay anything not even 1855 they still want. They have had my car for nearly a month. Very distressing because I feel like they want me to pay for their mistakes. VIN- ***************** , 2009 GMC Light Envoy Utility Slt 4WD .

  Business Response

  Date: 05/01/2024

  We have spoken with this customer and explained the issues with the original repair in detail. When the original estimate was given of the $1,858 the store manager was not aware that the issue the vehicle had could have resulted in issues with the engine. We have agreed that the customer will not be charged any additional money beyond the $1,858 and will be replacing the engine. Car-X feels this issue has been resolved and there is no need for any further actions.

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tires in December of 2019 from Car-X in *********. The tires are rated as ****** mile tires (Khumo tires) and with the tire purchase I had the front end alignment done and purchased road hazard insurance. I was told at time of purchase that if there are any issues that occur with the tires, the insurance would cover them. I took my vehicle to a mechanic today because I was noticing a rougher ride. He check my shocks and struts and they were all fine. He inspected the tires and found gashes/rips in the tread and stated the rougher ride is most likely attributed to the tires. As of today, I have only put ****** miles on these tires and I have them rotated every oil change. These tires are supposed to last ****** miles. **** I went to Car-X I was told the insurance only covers if I run over something or catastrophic failure of the tire, and in this case their insurance would not cover the current issues with the tire. I was NEVER told this when I purchased the insurance with the tires. He stated this falls under manufacturer defect. He called manufacturer and they said I had to show proof that an alignment was done every year and rotation done every oil change. I have only had an alignment done once since the purchase date because my alignment has not been off (no drifting from lane when no hands on steering wheel and the steering will is not off center). The car steers perfectly. Then he tells me it looks like it's been driven on gravel roads everyday for a year. I live and work in **************, I DON'T DRIVE DOWN GRAVEL ROADS. **** I purchased the tires there, I was told the tire insurance COVERS EVERYTHING. It's obvious they get people to buy the insurance and then don't honor it. **** you go back and attempt to use it, it's no good. I am sure I am not the only person mislead and lied to when purchasing their in-house insurance. I spent over $1000 there for tires, alignment, insurance and now they do NOTHING ABOUT IT! Now I have to buy new tires!

  Business Response

  Date: 04/03/2024

   To Whom it may concern:
  
  *************************** brought his 2013 **** Explorer with ****** miles on the odometer into one of our locations on 12/26/2019 to have the tires replaced. The tires purchased were a Kumho Crugen HP71, which has a 65,000-mile tread life expectancy. When a tire manufacturer designs a tire and assigns a tread life expectancy rating, they have several items that factor into that number. The most important item is that the tire is properly maintained. Propper tire maintenance is the only way you can ensure a tire will reach its maximum tread life expectancy. This tire maintenance includes keeping proper tire pressure, rotating the tires at the correct intervals, and at minimum having the alignment checked if not adjusted once a year. Car-X does not offer an extra insurance on tires. We have two different installation options. We have a standard Road Ready Package or a Road Ready PLUS package. The standard package is our lowest cost install option and is a minimum requirement with the installation of new tires. The option the customer has on their invoice is our standard Road Ready Package. This package includes mounting,balancing, valve stem replacement (if applicable), and a 12 month or ****** free replacement road hazard protection. A road hazard is defined as a cut,snag, bruise, impact, or puncture that deems the tire un-repairable or unusable.This coverage that came with the standard installation would have expired on 12/26/2020 or when the vehicle reached ****** miles on the odometer. After the tire purchase date of 12/26/2019, the customer did not return for any tire rotations, alignments, tire checks, or any other tire maintenance with Car-X. I have attached the document that explains our installation packages for your reference.Car X considers this case closed and feels no further actions are necessary.
  
  Sincerely,
  
  *********************
  Operations Manager
  BREX, Inc. d.b.a. Car-X **** & Auto
  Office: *******************

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to H31****34363732383535H to replace my catalytic converter for $2400. When I picked my car up my check engine light came on. I took it back to them that following Tuesday and was told that it was installed incorrectly. I paid $3000 for that fix. My check engine light is still on. I&#**;ve taken it to other mechanics and to Orileys and AutoZone, and it gives off codes referring to the catalytic converter. I&#**;ve reached out to everyone about them fixing what they broken.

  Customer Answer

  Date: 02/09/2024

  This is still ongoing the code is still coming up even after the repairs that they have made on ******************* and they have instructed me to go to a different location in ***********  Now at the location in ********** they are suggesting that I pay an additional $1400.00 for repairs.  

  Business Response

  Date: 02/20/2024

   To Whom it may concern:
  
  ***************************** brought her 2018 ***** Trax with ******* miles on the odometer into one of our locations on 1/17/24. The concern was to check for fluid leaks, vehicle shaking, and the check engine light was on. The initial scan of the vehicles computer for the check engine light revealed 2 stored codes, P0420 & p0171. The p0420 code refers to a bad bank 1 catalytic converter, a p0171 code refers to bank 1 system running lean. The repair performed on the 1/17 invoice was to replace the bad catalytic converter along with the gaskets that mount it to the exhaust system and to change the engine oil. The issue with the lean code was not addressed on the initial visit due to the catalytic converter code being the first code listed in the computer meaning it is priority one to the vehicle computer. Whenever there are several codes stored in a vehicles computer you must address them by priority level since a priority one code can cause the remaining codes to exist due to the failed part for the first code listed. After the repair was completed,the vehicle returned on 1/25/24 with the p0171 code listed as the only code that returned. This verifies that the catalytic converter replacement was successful in removing the p0420 code. During testing it was found that the purge valve was stuck open causing excessive vacuum to leak into the engine therefore causing a lean condition and setting a p0171. When diagnosing an issue, you must always go through a flow chart, once you find a bad part that part will need to be replaced before moving to the next step. At this point we recommended replacing the purge valve to which the customer approved the repair. On 2/1 the customer called in and initialized a complaint that the check engine light had returned.The market manager sent the customer to a different location to continue the diagnosis of the vehicle. At this location the vehicle passed all the tests in the flow chart including the purge valve test, until it got to the engine valve cover portion of the flow chart. During this test it was found that the *** valve inside of the valve cover was stuck open due to oil sludge and allowing the vehicle to continue to run slightly lean and set the code p0171. The manager tried to inform the customer of how the diagnostic process works, you must start at A and work your way to Z and in that path if there are bad parts,we cannot continue the testing until it is replaced. Unfortunately, in this case the customers vehicle had sever issues causing the light to remain on.The store manager gave the customer a quote on the repairs needed at this time,which she declined. Car X considers this case closed and feels no further actions are necessary. 

• Initial Complaint

  Date:12/06/2023

  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.

  Date of Transaction: 11.18.2023. Customer I.D. **********. I brought my 2021 Nissan Versa in for diagnoses = car was veering to either side when driving. It took them 2 plus days to get a part. When finished (and paid for) the car was no better. I immediately went back and asked the Technician to drive the car - he indicated that they had replaced a part but that indeed it did not solve the problem. I spoke to a temp manager about this a day ago, she indicated that **** ******* (Manager for my transaction) would contact me today, 12.6, he did not. I want a refund of the total bill = $577.56 (-$70.90 for an oil change that WAS completed). Total Compensation / Refund of $506.66 Thank you.

  Business Response

  Date: 12/12/2023

  Mr. ******** brought his vehicle in on 11/18/2023 for an issue of the vehicle veering from side to side. Per our standard procedure the technician took the vehicle for a test drive and then brought it inside to lift in the air and inspect all of the suspension components. I have attached a copy of the digital vehicle inspection report that was also sent to, and viewed by the customer. On the inspection report you will see that the sway bar links the customer was charged for were found to be loose, along with some other recommendations. The vehicle was in need of all 4 tires replaced as well as performing a wheel alignment. I have also attached a copy of our invoice that shows these items were recommended but declined by the customer. The reason these items are declined on the invoice are both due to the customer not wanting the repairs, and because the vehicle had issues that would prevent us from performing the job properly. The customer was given the estimate to replace the sway bar links along with the oil change to which he approved the work to be competed. Mr. ********s vehicle had an ignition interlock system installed in the vehicles wiring harness that was interfering with the electronic steering system. This device would also prevent us from properly performing the wheel alignment and resetting the electronic steering system as required on this style vehicle after an alignment is performed. All of these items were discussed and explained to Mr. ******** while at the location. We informed Mr. ******** that once the interlock system was removed he is welcome to bring the vehicle back for the tire replacement and wheel alignment to resolve the rest of his concerns. Car-X feels there is no need for any further
  actions related to this complaint.

  Sincerely,
  
  ***** *****
  Vice President
  BREX, Inc. d.b.a. Car-X Tire & Auto
  Office: ************ *** **

   

  Customer Answer

  Date: 12/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  One week ago another local shop did diagnose the problem as needing a CONTROL Arm (including an R&I Knuckle Assembly).  I therefore did NOT refuse to purchase any part from CARx that would have fixed the problem. AND, that the ignition lock did not prevent them from properly diagnosing the problem. 

  I will send a summary of the work to be completed by another shop (to be performed on December 21).

  *I spoke with the Shop Manager today: **** *******.  He had no idea of the BBB Complaint that has been submitted.  When I mentioned that a different manager said she would forward my phone # to him (and that she was sure he would work with me on this) **** said he just got back to the shop and had gotten no such message.  He also mentioned that one of the other managers involved had been fired.

  I am surprised (and now disillusioned) that CARx has little interest in working with their Customers

   

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

  Business Response

  Date: 12/13/2023

  As stated in the previous response, there was not any repair work or diagnosis done to the customers vehicle during the visit to address the veering left and right issue. The vehicle has an aftermarket ignition interlock system wired into the factory harness. Due to this harness we only performed an oil change and courtesy inspection. During the courtesy inspection of the suspension we found loose sway bar links. These sway bar links are considered a safety item by the Missouri Highway Patrol, and they would have failed if they were not replaced which is why the technician recommended the replacement. Car X did not perform OR charge for a diagnosis of any alignment issues. The customer was charged appropriately for the repairs that were performed. All repairs were performed properly. Car X feel this issue is resolved due to an invalid complaint 

• Initial Complaint

  Date:12/06/2023

  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 took the car in for a cooling leak. They claimed they put a thermostat and a cover on to stop the leak, and they put a water pump and gasket on. After they made the four repairs and we drove the car around the warming system would not come on and the check engine light came on. We called the business to see if they could take the check engine light off and they said they could no do it because they did not have the machine. We took it a Diagnostic place and they informed me that we needed a thermostat. I informed them that we just had one replaced. We paid the business $1057.77 for the repairs they said they did. I would like my cash back for the thermostat plus the cover they said they put on, coolant, brackets, and I would like to be refunded for the warranty that I paid for.

  Business Response

  Date: 12/13/2023

  As stated in the previous response, the repair we performed was not a repair that was done while attempting to diagnose the vehicles issue of veering all over the road. The repair performed was to replace a suspension component that had movement in them that was not allowed by factory specifications, this part also would have failed a Missouri State Safety Inspection if it was not addressed. The reason we did not do OR charge for a diagnosis of the veering issue is due to the aftermarket ignition interlock system that has been wired into the factory harness. The vehicle had an oil change performed, during which we perform a courtesy inspection that had recommendations on services the vehicle needed while in the shop. The customer was not charged for any services that were not needed. Also the customer was not charged for any services that were not provided properly. Car X feels this issues is resolved

• Initial Complaint

  Date:11/28/2023

  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.

  Date: July 3, 2023
  Paid: $810.99
  Business committed to repair my vehicle back to correct operating conditions
  Nature of dispute: ***** made a bad diagnostic of what was needed to actually fix the problem.
  Business resolution: Took the car back immediately for correction and the manager wanted for me to pay for additional parts and repairs to correct the same problem that was supposed to be corrected with the first repair. I gave an opportunity to correct the issue.
  Account number R/O number *********
  New repair: Lou Fusz dealership corrected the problem. Please see detailed description diagnosis in the document provided by Lou Fusz. It was corrected with the new diagnosis and I have had no problem since Lou Fusz fixed it properly.

  Business Response

  Date: 12/12/2023

  My operations manager reached out to the customer to try and come to a resolution. We are awaiting a call back due to the customer not answering our call. He can be reached at 

  Sincerely,
  

  ***** Floyd
  Vice President
  BREX, Inc. d.b.a. ***** Tire & Auto
  

  Customer Answer

  Date: 12/14/2023

  Returned call back to ***** ****** the operations manager at ********** on 12-13-2023. Awaiting response. I advised Mr. ****** that if he didn't reach me during my working hours to please leave a message. I also advised that the supporting documents and the resolution for this matter should be available for his viewing on the BBB complaint. 

  Customer Answer

  Date: 12/17/2023

  The company has not returned a phone call. I left a detailed message for the manager at the telephone number he left. His voice is on the answering service.

  Customer Answer

  Date: 12/19/2023

  The operation manager or no one else never called me after the first initial contact. I would like this noted as complaint not satisfactory.

  Customer Answer

  Date: 12/20/2023

  Received a telephone message from ***** representative **** on 12-20-2023. The information that he received from the shop manager was so inaccurate!! In his message, he would response to the attorney general compliant. He didn't mention BBB. I will be checking back with BBB and I will follow up with my attorney general compliant with additional information. Please mark this complaint as unsatisfactory. 

  Business Response

  Date: 12/21/2023

  ******** ****** brought her 2006 Chevy
  Trailblazer into one of our locations on 7/03/23. The vehicle was brought in to
  check for an issue of the vehicle pulling to the left when braking. During the
  inspection of the vehicle, the technician found the driver-side (left) lower
  control arm was moving excessively contributing to the issue of the pull while
  braking. The store manager wrote an estimate to replace the driver-side lower
  control arm assembly, which included the mounting bracket with bushings. The
  customer approved the repairs for $810.99. The customer brought the vehicle
  back a few days later stating the vehicle was still having an issue pulling
  while braking. The store manager had another technician inspect the car. During
  the inspection, it was found that there was a similar issue on the passenger
  side with the control arm and bushings. For customer satisfaction, the store
  manager gave the customer a heavily discounted quote to replace the passenger
  side (right) lower control arm with bracket and bushings. This quote was right
  at $400 and did not include any labor charges or fees. The manager explained he
  was offering this discount due to not finding this issue during the initial
  inspection. The customer declined to have the repairs done and left with the
  vehicle. The customer has forwarded an invoice from the dealership who repaired
  the issue. This invoice shows that the dealership charged $970 to replace the
  passenger side (right) lower control arm bracket only, this did not include the
  rest of the arm assembly. We at Car X believe we did everything in our power to
  help resolve the customer issue by offering a heavily discounted price of $400
  to replace the passenger side (right) lower control arm AND bracket with
  bushings, versus the $970 the customer paid the dealership to replace only the bracket.
  I have left the customer messages on the phone to explain this in further
  detail with no answer or call back. Car X feels there is no further action
  needed for this issue.

  Customer Answer

  Date: 12/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The information that was given to **** ****** by the shop
  manager *** was completely false information.
  Mr. ****** states “I brought the car back a few days later”
  What *** didn’t tell him is that a called within
  I called the repair shop immediately with 2-3 minutes of me
  leaving but they didn’t answer the phone because they were closed. I was the
  last customer to leave on 07-03-2023. I left a detailed message even though they
  didn’t answer letting them know that the car is doing the same exact thing and
  I’m just down the street, no one answered. I couldn’t return the next day
  because it was a HOLIDAY!! But I was calling him on July 5th and was
  told they were crowed and that I could come in but he couldn’t guarantee he would
  get to me and I could come in on the 6th and I was there!! So, there
  was NOT any delay in me bringing the car back.
  
  Mr. ****** stated “ He gave me a lifetime warranty”
  He didn’t give me anything, he added it into the price without asking me if
  this was a warrantee that I wanted. He just told me a total price, it wasn’t
  until I carefully looked at the bill and saw that the warrantee was an itemized
  line item were it showed a separate price.
  The additional $400.00, it was not ANY
  misunderstanding about why this was being charge and
  It surely wasn’t for any customer discount; this was for a
  trial and error!! *** stated that parts that he needed to order, he still couldn’t
  guarantee would fix the problem because once he would install these parts, it
  could reveal other issues!! I said “Do you think, I’m going to pay you more
  money and you told me that the first repair was the cause of the issue” I was
  not going to continue to pay him more money when he promised that the first
  repair was the cause. And now you are telling me to my face to pay you another $400.00
  to order some parts, not to mention, this was JUST FOR THE PARTS!! He never
  said what the “NEW LABOR CHARGE” would be for the TEST RUN REPAIR that he
  needed to do.  THERE WAS NO
  MISUNDERSTANDING!! I asked him, are you kidding me?? You think I’m going to
  trust you and spend more money and I was just here 2 days ago!! I glad Mr. Keely
  submitted this statement. I will be reporting back to the BBB on future outcome
  with this matter. Thank you very much for all your help in trying to resolve
  this matter. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:11/06/2023

  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 was advised I needed O2 sensor, turbocharger/supercharger, catalyst system efficiency and post catalyst fuel trim system. I took My car to Car-X, advised I c**ld schedule an appointment for the week of November 1st. The automatic, advised if I left the car they w**ld get it done Friday October 27th. I left My car at 11:30am and I called to check on it at 4:00pm, I didn't get it back he said it w**ld be done on Saturday October 28th, I gave it time I called ab**t 11am to check on when it w**ld be ready for the lady that answered the phone said the person working on My car broke something and was working to get it fixed. By the end of business day I called back for them to tell Me that My car w**ldn't be fixed until Monday. I called Monday morning for them to tell Me I w**ldn't get My car back until Tuesday because the tech was off. I called all day Tuesday because My car is My form of Money. I got the car back on Tuesday for My check engine light ti come back on and it was smoking. I was advise it's just the oil that needs to burn off from his hands. The next day it was smoking like it was on fire. He advised for Me to bring the car back, when I got ready to move My car the gr**nd under My car was soaked and I was told the car didn't have any oil in it. I was advised by the automatic to just put oil in it & bring it up. I dropped the car off Thursday and I was told Friday the car was ready for pickup. I got the car back for the check engine like to still be, I took the car right back. I was told the oil burned **t My spark plugs and he was replacing them. I left then Saturday November 4th I drove the car on the Highway for the car to start smoking and the check engine light popped back on. I took the car back to the shop for the tech to tell Me he doesn't think the person who was working on My car really knew what he was doing and can I call Monday for him to call their main shop for them to look at it. I have call them twice to only be told call back. I use My car again for work and they know that.

  Business Response

  Date: 12/13/2023

  This customer has been taken care of. The vehicle was sent to a different location on 11/13/23 to repair the oil leak. We have not heard from the customer since the repair. Car X feels this issue has been resolved

  Customer Answer

  Date: 12/13/2023

  I've called them since they just never answers or call back. So I gave hoping to get a response here. Me issue isn't resolved it just stopped smoking but still smells like it's burning. 

  Business Response

  Date: 12/14/2023

  I have left a message at ***** ******** and received no call back. If you would like you can call (**** ******** which is out ******** location. **** the store manager would be happy to get you in and take a look at the vehicle for you if there are still issues.