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:10/12/2023

  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.

  Two weeks ago I took my 2011 Nissan Altima to them. For a emission Test my check engine was on. They kept the car for one week. I paid them $1965.00 and my check engine light is still on and that is what I took it there for. They said they did something pertaining to the air flow and that I needed to take the vehicle to a Nissan Dealer. I would like some of my money back or part of my money back so that I can pay Nissan to get my car fixed.

  Business Response

  Date: 12/16/2023

  ****** **** brought his 2011 Nissan Altima
  into one of our locations on 9/20/23. The vehicle was brought in to have the
  check engine light serviced. While the vehicle was in for service the technician
  recommended a few items to be replaced on the suspension that were determined
  to be an issue during our courtesy inspection. I have attached a copy of the
  invoice and highlighted the work that was completed that related to the check
  engine light. The other items were suspension components and not related. The
  repair we made for the check engine light was to replace the mass airflow
  sensor. Parts and labor this repair totaled $441.84. This repair came with a 12-month
  or 12,000-mile warranty. When the mass airflow sensor is replaced on this
  specific vehicle there is programming that needs to be done. We informed the
  customer the Nissan dealership would need to perform this programming process,
  therefore we did not charge the customer a fee for it. The invoice the customer
  has from the dealership shows that he was charged a second time by the
  dealership to replace the mass airflow sensor and to program it, even though it
  was a brand new sensor. If in fact the sensor we replaced was bad it would have
  been covered under the warranty and replaced at no charge if the customer would
  have brought back to *** ** *** * feels there is no further action needed for
  this issue.

• Initial Complaint

  Date:09/20/2023

  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.

  Tire bolt removed without prior consent or authorization. I now have only three bolts holding my tire on. This was not an issue before service was provided by ***** ************ *********************************************. Also there was an added charge for service not provided, and my instructions not followed.

  Customer Answer

  Date: 09/21/2023

  Attached is a picture showing initial issue and now on a flat.

  Business Response

  Date: 10/06/2023

  I personally reached out to Mr. ******************************** He answered the phone and disconnected the call shortly after I began speaking.  I called back and he sent me to voicemail.  I would like to discuss this issue further and help get his issue resolved.  He can reach me at ********************.  

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/4/2023 I had work done at ***** ** ******* **** ** location, they said they changed the accessory drive belt, the serpentine belt, and changed spark plugs. When I picked the vehicle up it sounded loud just like it had previously, I took it back to that same location in May 2023 and was told that I had an additional problem and it had nothing to do with the work they did prior. I just took my vehicle to another mechanic today 7/7/2023 because it is STILL doing the same thing and I was told no spark plugs were replaced at all. I called Car X and was told to bring it in at no charge but I do not trust this location and I do not want them touching my vehicle again even after paying an additional $249.17 for the lifetime service guarantee. Looking at other complaints I see this has happened to others numerous times with this company!

  Business Response

  Date: 08/23/2023

  To Whom it may concern:
  
  ****** ******* towed her 2008 Ford F-150 with 176,917 miles on the odometer into our St. Charles Rock Rd. location on 4/4/23. The vehicle was towed due to the serpentine belt being broken. Upon inspection of the vehicle, we found the belt tensioner had failed causing the serpentine belt to break. When writing the estimate for repairs the customer requested that the spark plugs be changed while there for service. The customer did not mention a loud noise needing to be diagnosed, nor was she charged for any diagnostic. The customer did not call to state there were any concerns with the repairs after the service. On 8/7/23 the customer called and stated another mechanic told her we never replaced the spark plugs. The manager informed the customer she could bring the vehicle in free of charge and we would show her everything that was replaced while she watched to verify. Car-X feels there is no need for any further actions related to this complaint.
  
  
  

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 28, 2022, I stopped by CarX to get my oil changed for $39.99, I saw this in their window. The mechanic didn't tell me the price. I was there for 2 hours before I left. I asked about my car and noticed all my tires were missing off my car up in the air. I asked about this. They said they were rotating my tires. I told them to just give me my car. He walked away like I wasn't talking to me. When they did give me my car, they just gave me my keys and he had attitude. The guy said there was a lug was missing. The drilled out two of my studs. I called them back when this was first done. It is costing me $456 to repair this. I want them to responsible for what they have done to my car and pay for all those damages.

  Business Response

  Date: 03/22/2023

  To Whom it may concern:
  
  My operations manager reached out to ****** ***** in regard to her complaint. He reviewed the work that was done to the vehicle on 12/28/2022 with the customer. When a vehicle comes into one of our locations, we perform a digital vehicle inspection prior to any work being completed. These inspections are also digitally sent to the customer. On this inspection, it was documented that the vehicle was missing 2 lug nut studs on the right rear wheel and 1 lug nut stud on the left front wheel. The inspection also has pictures to support this documentation. Due to the inspection being performed prior to any service Car-X provided, the damages the customer is complaining of did not happen while at our location for service. My operations manager offered to re-send this inspection to the customer in case they do not have the original sent back on 12/28/2022. Car-X feels there is no need for any further actions related to this complaint.
  

• Initial Complaint

  Date:03/15/2023

  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.

  On December 31rst, I had an oil change and spark plugs done by Car X. I was charged $1697.15. On January 28, 2023 my oil light came on and I reached out to Car X. I have since reached out to Car X and spoke with a manager who claimed the work was done on the car and said I needed to bring the car back in so they can take a look at it. I didn't want to bring my car back in because I didn't trust that they would do the work, and would possibly charge me a fee.

  Business Response

  Date: 04/03/2023

  To Whom it may concern:
  
  ********* ******** brought his 2012 Chevrolet Impala with 126,150 miles on the odometer into one of our locations on 12/10/2022 for us to check the suspension for issues. The technician performed a full vehicle inspection. The recommendations were to replace the front struts, change the engine oil, perform an engine oil flush, change spark plugs, perform a fuel induction cleaning service, and perform a wheel alignment. The customer was provided a price estimate by the store manager prior to any work being completed. Mr. ******** approved all of the repairs. Once the technician completed the work the vehicle was taken on a test drive to confirm all repairs. The final invoice was paid and signed off, and the vehicle was then returned back to Mr. ********. On 1/31/2023 Mr. ******** called the location stating his "change oil soon" light was blinking on the dash. The store manager informed Mr. ******** that based on the time it was possible the vehicle may be due for its next oil change already due to the pre-set computer settings in the car for the engine oil life monitor. The store manager told the customer to bring the vehicle by and that we would check for him. There would have been no charge to the customer to verify if the light just needed to be reset or to let him know the vehicle was due for its next oil change. Mr. ******** has not called the location or stopped by since calling on 1/31/23. When I received this complaint, I attempted to call Mr. ******** and received no response. Car-X feels there is no basis for any further actions. If you have any additional questions, please feel free to call.
  

• Initial Complaint

  Date:02/17/2023

  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.

  In November 2022, I took my 2017 Chevrolet Sonic into the ********** **** location with an error code of P0420 and was told it needed a new catalytic converter. I paid $1,996.02 in repairs for the new converter and an oxygen sensor on Nov. 23. Since then, I've had the same error code reappear 3 times. The first two times, I took the vehicle in and they repeated the repair at no additional charge. The second time I took the car back was on Jan. 13, 2023 and I am still looking for the exact date I took it back the first time. With this being the third time the same error code (P0420) came back on, I instead requested a refund so I could take it to another company. They insisted on me giving them another chance, and while I agreed initially, I've decided I'm not willing to give them a 4th chance to fail to fix the same error code and instead demand a refund.

  Customer Answer

  Date: 03/16/2023

  I did receive a call on March 10 asking me to call back, but hadn't had an opportunity to follow up until this evening. I called back late this evening (assuming I'd leave a voicemail on a desk phone) but think I accidentally woke the person up. They have said they will call me back tomorrow.
  

  Business Response

  Date: 03/22/2023

  To Whom it may concern:
  
  One of my district managers reached out to ***** *********** in regard to his complaint. The customer and the district manager agreed to have the vehicle repaired under warranty at our Overland location. The vehicle was brought in and repaired on 3/21/2023 at no charge to the customer. Car-X feels there is no need for any further actions related to this complaint.
  
  Sincerely,

• Initial Complaint

  Date:02/08/2023

  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.

  I took my car to this location (Page and Overland) and it has been at least three weeks ago because the engine light was on. They said I need an air flow sensor. I asked for a diagnostic. They didn&#**;t do a diagnostic, they said they knew what it was. The engine light was still on. He told me that I needed to drive 150 miles and it is still on. I spoke with the district manager. He told me to go to another CarX in **************** (*******). He was supposed to meet me there but he didn&#**;t show. They said they would have to call another tech to resent it. They had me go back two times. I didn&#**;t get a receipt. I called several times. I finally picked up the car, the engine light was not on. When I started the car today to go to work, the engine light is on. They charged me over $700 for this and it&#**;s still not fixed. I asked the district manager yesterday for my money back, and he said he was going to try to fix it.

  Business Response

  Date: 02/13/2023

  Once we received the complaint ***************** was able to get with the customer and resolve all the issues and concerns. Car-X feels there is no further actions needed. 

  Customer Answer

  Date: 02/13/2023

  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,
  
  *******************************

• Initial Complaint

  Date:10/18/2022

  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 October 1st, I took my vehicle to the shop located at 7051 Watson Rd. St. Louis Mo. They were supposed to replace the motor mount, power steering pump, ball joints, and control arms.
  I went to pick up my vehicle and was shown the old motor mount they replaced, but said they had thrown out the other parts and could not show me those, they charged me $769.89. 2 weeks later while driving the vehicle the wheel fell off causing me to wreck and sustain injury. The tow driver stated that the ball joints and arm was old and just broke. I took my vehicle back to this shop and was told they would have to contact corporate. I have never hear back from anyone about fixing my vehicle.

  Business Response

  Date: 11/02/2022

  Once notified of the customer's concern, I reached out to speak with the customer.  He had a ball joint that failed and was not part of the original repair.  We were able to help the customer with a discounted price to get the vehicle repaired and back on the road.  Car-X feels there is no basis for any further action.  Any additional questions please call.   

• Initial Complaint

  Date:08/31/2022

  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 had my 2005 ****** Camry towed to the Carx *********** ************************************ on Sunday, ******* 9th, 2022 as it had ran hot, shut off and started smoking on highway 170 near the shop. The car wasn't evaluated until Tuesday, ******* 11th as all normal workers, excluding 1 mechanic, were out due to covid (learned a month later). On Tuesday, ******* 11th the water pump, serpentine belt and coolant flush was repaired for $776.71. (attached) The vehicle wouldn't start on Sunday, February 20th and was again towed but to the ****** dealer where it was purchased. On Monday the 21st, the dealership service rep asked had the vehicle ran hot. I told him yes. He then stated that at that time the head gasket should have been replaced. As you can see it was not replaced by Carx. Due to the head gasket not being replaced in ******* now all of the fluids in the vehicle had gotten into the engine. The dealership stated that they could make the repairs at $5000 but if the head gasket has been repaired for approx. $1200 in ******* this would not have happened. They also stated that whenever a vehicle runs hot the head gasket is always the first thing you replace. I'm disputing that I received subpar service due to there being a lack of employees to do the work on the vehicles. My vehicle was not diagnosed properly. I have tried for 6 months now to get some kind of resolve from the corporate office with no return phone calls. There isn't a process for entering a complaint there via case number, ticket number etc. The receptionist is always friendly but I don't think it is fair I paid for an incomplete service and had to salvage the vehicle exactly 6 weeks later. The vehicle wasn't worth an additional $5000 but an additional $1200 in ******* was reasonable but I wasn't given that option. I would appreciate your help in assisting with a reimbursement as this bill is paid in full. Also, no other customer should have to go through this. ******* **********

  Business Response

  Date: 10/06/2022

  To Whom it may concern:
  
  *********************** towed her 2005 ****** Camry with ******* miles on the odometer into one of our locations on the weekend before the service was performed. The vehicle was brought in for several complaints. The service comments on the invoice read the complaints as follows: Check engine light is on, the battery light is on, power steering frozen, the car is smoking, customer states it sounds like a belt issue. There was no mention by either the tow truck driver or the customer of an overheating concern. Once the vehicle was diagnosed in the shop on 01/11/2022 it was found the engine water pump pulley had broken, causing the belt to start smoking, and the check engine and battery light to come on. The manager wrote an estimate for replacing the water pump, serpentine belt, and flushing the cooling system due to opening the system. The customer approved the repairs. After the repairs were completed, the vehicle was put through a test drive cycle to ensure there was no overheating due to replacing the water pump. The vehicle was then returned back to the customer. On 01/24/2022 the customer brought the vehicle in with a complaint of the check engine light being on and the engine running rough, again no complaints of overheating or the vehicle not starting. Due to having service done 13 days prior we performed a free code scan and found a cylinder misfire code to which we informed the customer that spark plugs and ignition coils would be a good starting point. The customer declined to have any diagnostic or repairs performed. The vehicle's Carfax report shows that on 01/28/2022, the vehicle was taken to the ****** dealership to have the spark plug(s) and ignition coil(s) replaced. The next reported service on Carfax was on 02/21/2022, again at the ****** dealership. One of our district managers became involved with the customer in early March of 2022, where all of the repairs were gone over in detail, explaining the vehicle's current issues were not related to any of the previous repairs made by Car-X. On 03/22/2022 the customer spoke to a receptionist requesting someone other than a district manager reach out to her. On 3/25/2022, our operations manager reached out to the customer to review the repairs and help answer any questions. The operations manager informed the customer that the repairs we performed were to fix the problems the vehicle came in with at the time of service. Just like when the vehicle was taken to the dealer on 01/28/2022 there was no mention of a head gasket replacement being needed during the spark plug and ignition coil service. For these reasons, Car-X feels there is no basis for any additional actions.
  
  
  
  

  Customer Answer

  Date: 10/11/2022

  Complaint: 17799859
  
  I am rejecting this response because:
  any auto mechanic shop/business knows that if a car was smoking the vehicle ran hot.  I don't have a copy of the drop box envelope but CarX was well aware of the smoking issue.  And with that knowledge the head gasket should have been replaced. Also, why was I told that at the time of my vehicle being there that there was only one mechanic on duty due to Covid?  There was no way of me knowing that except it being used as an excuse for subpar service.

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