Complaints

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

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  XPress Pro Tire & Auto

  11843 Kemper Springs Dr Cincinnati, OH 45240-1641

  
• 

  XPress Pro Tire & Auto

  9326 Colerain Ave Cincinnati, OH 45251-2012

  
• 

  XPress Pro Tire & Auto

  5410 Glenway Ave Cincinnati, OH 45238-3425

  
• 

  XPress Pro Tire & Auto

  3015 Reading Rd Cincinnati, OH 45206-1120

  
• 

  XPress Pro Tire & Auto

  5367 Dixie Hwy Fairfield, OH 45014-4123

  

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:03/24/2025

  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 going to express pro since 2019 they put break on my car then the gave me a life time warranty on my **** ***** since then they have charged me twice for brake pad on the back breaks totally ignoring the front I got rotors and pads on 3 18 25 my breaks are still grinding in2 2023 the put rotors and pads on one day after the whole brake pad fell off they let me drive the who weekend with front brake only this damaged my caliber they charged me 380 dollars to fix it. I have since started comparing their prices and the average over chare is 170 per part extremely over price.

  Business Response

  Date: 03/24/2025

  Our manager spoke with *** ******** this afternoon and we have him scheduled for this Saturday to honor our brake warranty. If there is still an issue please let us know and we would be happy to discuss. Thanks! 

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  I had back breaks put on my car 9 25 2023 I asked for front I haven't had front since Nov 9 2020 after I left the shop a heard a banging sound so I pulled over looked at my breaks the back left pad had completely fell off so I called car x back to tell them they said bring the car in mon.i said I don't have back break I need to come now this was a Thursday I had to drive my car like that for 4 days that damaged my caliber so I went to get front breaks again on3 6 25 they tod me I need back because the thought I didn't get free brake pad in the back I became suspicious because I new I had not had front brakes since 2020 they said I needed a back left caliber were the brake pad fell off you can't drive a car without pads you will ruin the caliber and that wat happened their deception and lack of concern cost me 338 .the rotors and pads the finally put on the front was free anyway the charged me 99 dollars for free pads so the rotors one of the I paid for because of their negligence  I'm out of 338 dollar they cause the problem and beside the kep putting rotorson the back of my car and not the front the didn't now the back pads were free and they put I denied the front that total deception I would like them to pay for the damaged the cause I would like the money for the caliber refunded it's only right thanks
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 04/11/2025

  We spoke with *** ******** for some time. In regards to this situation
  years ago during a brake service there was an issue where a bolt backed
  out of a brake caliper that required *** ******** returned to our
  location in order for us to correct this incident. We fixed the issue
  with the missing bolt from the caliper and warrantied our brakes. Years
  later *** ******** returns with another brake concern asking for his
  brakes to be inspected. We found the same caliper was locked up and
  required replacement. We warrantied our pads and charged for the brake
  caliper and brake rotors. Our manager also discounted the invoice
  $207.00 to compensate for the warranty on the brake pads and to give a
  discount to *** ********. The front pads and rotors were recommended at
  this time but he declined the services. *** ******** was very upset that
  we charged for the brake caliper as he felt the caliper was damaged due
  to the loose bolt from years ago. He was charged 294.62 for the brake
  caliper and discounted $107.00 for a total charge of $187.62 for this
  brake caliper in question. Since *** ******** filed this complaint and
  he has been a valued customer, our manager reached out to *** ********
  and offered to perform the front brake and rotor service at no charge.
  *** ******** was quoted 359.98 for the brake service and we performed
  this work for $0.00. *** ******** still feels this is not enough and is
  requesting a refund of $294.62 for the caliper in question. In reality
  he was only charged $187.62 however we still performed over $300 in
  repairs in an attempt to satisfy him. Unfortunately we feel this is more
  than far and we have gone above and beyond. We hope *** ******** will
  understand our position and our attempt to satisfy him. Thanks
  

  Customer Answer

  Date: 04/11/2025

  If you look at my recipient on 9 25 23 that when I took my car to get back breaks . Less than 24 hours the whole back left brake assembly fell off not a bolt the pad bolts and everything.i called them and said I need to bring car back brakes fell off Henry one of their worker told me to bring in Monday I said brakes fell off he still said they are super busy earliest Mon I still had to work that damaged that caliber.now on 3 18 25 I went to get front brakes I have a life time warranty by the way. And the told me my front brakes were fine they were not the didn't know I had a warranty on all brakes.they told me I had my back left caliber locking up the same back left the brake fell off if you look at recipient  on9 25 23 u don't see anything about a caliber he said he put on.the caliber and labor was338 if you look at receipt on 3 18 25 they charged me 99 dollar for break pads that's free so that's 437 dollars they over charged me and caused manager special huh ok 207so thats230 that I would like refunded that totally fair
  

  
  

  
  

  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 04/11/2025

  The incident in 2023 we apologize that this occurred and we stood behind our workmanship and guarantee. We fixed the issue at no charge at that time. On 3/18/2025 we recommended the front brake pads, rotors, and a brake flush. These were recommended on your invoice and you declined these services, please reference your receipt. On this same receipt it shows a charge for $99.99 for brake pads and a discount of $207.00. This discount was applied for the warranty you have on your brake pads and also a further $108 discount was applied by the store manager for your satisfaction regarding the caliper issue you claim was damaged years ago. While this is unlikely, our manager issued this discount in an attempt to satisfy you. On 3/26/2025 you were charged $0.00 for all the services we recommended that you declined on your visit on 3/18/2025 as result from your complaint to the BBB. The following parts were replaced at no charge for your satisfaction: Brake Rotors ($309.98) Brake Pads (Under Warranty) Pad Labor ($50.00). Our manager reported you were very happy with the resolution as these discounts and free services performed exceeded any charges you incurred as a result of the brake caliper failure. It is very unlikely a brake caliper continued to function for years as a result of a missing slide pin. However, we have compensated you accordingly regardless. 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  This whole
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  This whole situation  spell deceit. You never gave me315 discount that don't even sound.the brakes still are grinding just call bbb back today yall let me drive almost five days with no brakes on the back left then 13 months later not years I need a caliber on the back left total negligence I paid yall high prices for a service and I did not receive. Also I haven't  had front brake until 3/18/25 since 6/30/20. But I show have been asking for them I should be able to trust a reputable company.no the didn't know I had warrant on the back.so they kept telling me front was OK,they weren't some things wrong right now. Do better u cause it not being honest
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 04/28/2025

  *** ******** was never charged 99.99 for his brakes. He was charged 49.99 for the labor. He has a lifetime warranty on his brake pads only. This is the brake pad and it does not cover labor or additional components. On his receipt he was discounted $207 for the brake pads and brake caliper. *** ******** during this visit was also informed his front brakes required replacement. He DECLINED the services and signed for those DECLINED services acknowledging he was informed of this. He chose not to repair the front brakes and rotors. Since *** ******** feels the brake issue from 2023 caused his caliper to fail in 2025, our manager offered to perform the front brake services at no charge as a resolution to his BBB complaint. *** ******** ACCEPTED this resolution on 3/29/25. He now wants an additional refund in addition to the already agreed upon resolution. We will issue a refund of 187.62 for the brake caliper if *** ******** will pay the 359.98 which he already accepted as a resolution. We truly feel the 359.98 greatly favored *** ********* position financially. We did not perform this work at no charge because we are at fault in any way. We did this as a customer satisfaction for his complaint. He cannot receive both. We will issue the 187.62 refund but he will have to pay for the work he already agreed to as a resolution. *** ******** will continue to receive pads at no charge per his lifetime warranty but this does not include labor charges, rotors, calipers, hoses, or any additional brake components that may require replacement. Once again it is highly unlikely that a brake slide issue from 2023 caused any caliper damage to surface in 2025. If damage occurred as a result of this incident in 2023, a failure or issue would have surfaced much sooner. HOWEVER, we gave him the benefit of the doubt and he was more than fairly compensated for this situation that we most likely DID NOT cause. On average a brake caliper lasts around 75,000 - 100,000 miles (Source RX Mechanics). This vehicle has in excess of 167,000 miles. Its MOST LIKELY the caliper failed as a result of wear and tear but we still reimbursed $360 in parts and labor to compensate for $189.00 charge in question which *** ******** agreed to as a resolution. 

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  The bad caliber came from 9 25 23 driving for a week without break pad they fell off from then supposed to put break pads on the brake pads fell off I drove without break pads because they wouldn't get me in sooner not just that the were supposed to be putting front break pads on and kept telling me my front was OK they lied I hadn't had front breaks since 2020 they were to put front breaks on on9 23 25 they put back that when the back left pad  fell off the same caliber that went bad also they were supposed to put front on again on 3 18 25 they put back again and charged me for pads the the ma ager said u don't have a warranty for the back but I did that y the kept putting back on and y did the give me free rotors on the front if they didn't need them .my front t breaks needs pads right now they just put rotor this is terrible business and if it was just wear and tear y is it that the only caliber that went bad is the back left where the breaks fell off my breaks or still grinding 230 is small for the damage they did if u pay attention they are admitting  front the just don't want to pay do better
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 05/06/2025

  Our response is the same as before.

  Business Response

  Date: 05/13/2025

  In regards to *** ********** complaint, attached is the invoice section where the front pads, rotors, and brake flush were recommended and declined. Here is *** ********** signature acknowledging this. The declined portion is at the bottom in the gray area. 

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I asked them to put front brakes on they said they were ok and kept putting back breaks on that means nothing if I trust that you put the right breaks on here it is if they did nothing wrong y would the feel obligated to put front rotors on for so called free they are not being honest and like I said the are responsible my brakes were fine until I start going to them

  
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 05/27/2025

  Here is a snip of *** ********* invoice showing the declined brake parts on his original invoice along with his electronic signature acknowledging this.  

• Initial Complaint

  Date:02/10/2025

  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 no leaks before having my vehicle worked on.I had a water pump replaced and thermostat replaced. I got vehicle back thermostat didn’t work and I now have an oil leak that caused my car to stop running.I left review on website got a call back from owner said he was going to tow my car in to look at it never heard no more from them.I want my car replaced because I feel the leak was caused from them not installing water pump correctly

  Business Response

  Date: 02/10/2025

  We are having trouble locating the invoice this complaint  is in reference too. Can you please provide the invoice # or customer phone number for your vehicle history? 

• Initial Complaint

  Date:02/06/2025

  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.

  My Daughter drove her car into this repair facility, Xpress Pro tire and Auto in ******** **. The car was in limp mode, which ** designed to allow a car to safely proceed to a repair facility. I am a Master Auto Tech Master Truck Tech Master Heavy duty Bus Tech. Spent time in multiple ** training centers Attended *** **** ********* ********* 2 years **** ******** ****** engine repair etc just a few. No actual diagnosis was performed and apparently the Tech reved the engine so the timing belt slipped and destroyed the engine to the point it no longer could start because of damage to the valve train and pistons. She had to pay for the tow $170 from *** to get it to her house

  Business Response

  Date: 02/10/2025

  ***** ********** brought her **** ******* to our location with the vehicle in limp mode and the engine light flashing. Our Master Technician did assess the vehicle. Upon initial diagnosis there were timing correlation codes and fuel pressure codes stored in the ECM/PCM. There was also significant noise in the timing cover area suggesting the timing chain was slapping the cover and guides and most likely jumped time resulting in engine damage. The engine also had internal noise suggesting critical failure had occurred. The vehicle was unable to operate or drive. We suggested an engine replacement and offered to source new or used engines for the customer. She declined. We DID NOT charge a fee for our diagnostic services. This vehicle is well known and documented for timing chain failures resulting in catastrophic internal engine damage. All the symptoms were present to indicate this particular ********* *******, 2.4L was also afflicted with the same failures that typical plague this year, make, and model. Unfortunately once this damage has occurred, there is nothing that can be done besides replacing or rebuilding the engine assembly. While manufacturers have a "limp mode," it is not a sure way to prevent engine damage from occurring. Many times the failure occurs and as a result of the failure, the vehicle defaults to operating in limp mode. No actions from our staff created this or accelerated this failure. It's unfortunate but this known problem is well documented amongst the automotive industry. A simple google search will also yield lots of information regarding this known problem. We are very sorry Miss ********** is affected by this problem. We are more than happy to assist in an engine replacement if she wishes to proceed with repair. Unfortunately we will not be reimbursing for a tow fee given the circumstances, we already waived a diagnostic charge sympathizing with her situation. Thank you
  

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The engine powered the vehicle to their shop for diagnosis. My daughter said they told her it was not safe to drive for pickup. So she had it towed to her home. Took me all of 2 minutes to determine the engine was ruined due to timing. It was not out of time that far because it ran to your shop. When we got it the engine would not even start. Why would your tech tell her it’s not safe to drive? Noticed you have several other great reviews 

  
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 02/21/2025

  We did not perform any work to your vehicle. We gave you a free diagnostic based on your vehicle's symptoms and condition. We cannot and will not be responsible for workmanship we did not perform. We understand the outcome is frustrating but we are not responsible for the mechanical condition of your vehicle. We will be happy to help with repairing the vehicle. Please let us know if you wish for us to repair the vehicle. Thanks 

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLSo the car drove in to your business under its own power in limp mode. Your employee stated the car was not safe to drive when questioned. He knew that he damaged the engine when checking out. I personally  checked it out and the the timing slipped and the valves we bent to the point the engine would no longer run

  
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 05/06/2025

  We can not be responsible for work we did not perform. We DID NOT perform any work to this vehicle. We informed her of the engine having a catastrophic failure. There is nothing further we can do.  

• Initial Complaint

  Date:01/03/2025

  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 Had all front end new parts put on at two different x press pro location over $6660 dollars and still having the same problem now x press pro are recommending me to take my vehicle to another x press pro location. I Also had four new tires put on and one tire had to be replaced x press pro replaced my tire with a hold different tire from other three tires. I feel they were just guessing at parts that could possibly fix my problem. To the tune of $6666.00 dollars.

  Business Response

  Date: 01/03/2025

  We have contacted and spoke with Linda and we have made arrangements to have her vehicle brought to another location for one of our Master Technicians to evaluate the vehicle. In regards to the tire, the original tire purchased was out of stock at the distributor but, the correct tire is on order and we will swap the tires at no charge as soon as the matching tire arrives. We hope to reach a resolution with these matters by end of next week. Thank you!

  Customer Answer

  Date: 01/09/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:12/02/2024

  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.

  On 11/7/2024, I took my car to Xpress Pro (********* location) for an oil change. This is my son's daily driver, there were no known issues. During the oil change they noticed an oil leak and a small transmission leak. I have a regular mechanic, so I declined the oil leak repair. Since they already found the needed part for the transmission, I agreed to that repair. It was going to take a week for the part to come in so in the meantime, I took the car to my regular shop for the other repair. While there he reviewed the transmission leak and agreed that it was small and coming from the pan. On 11/22/2024, the part finally came in and I took it back to Xpress Pro for the repair. Once finished, we drove it directly home and the next morning it would not start. Since it was a weekend, I had my regular mechanic come and get it. He stated that Xpress Pro did not hook the battery back up properly and also that the transmission is louder than he was the week before, it was still leaking, and they did not properly install the transmission pan. They were missing parts and instead just used silicone caulk to attempt to seal the transmission pan. I took it back to Xpress Pro to fix immediately that Monday morning, 11/25/2024. The person I spoke with, C********, was very apologetic, agreed that it was missing gaskets and offered to re-do for no additional charge and also offered to replace a brake light that was out. Since it was a daily driver, I called for an update each day. We have been very put out by not having a car for weeks. On Friday, 11/29/2024, they told me that they aren't sure what happened, but the transmission will no longer engage at all and that there is nothing more they can do. I brought the car in for an oil change driving fine and now it is undriveable due to their faulty repairs and they won't even refund. I have photos of the shotty work and multiple opinions including the my regular shop who are now in possession of the car.

  Business Response

  Date: 12/16/2024

  In regards to Ms.
  *********'s complaint, we would like to update with further information after
  an investigation we conducted. We reached out to Ms. ********* to have the
  vehicle towed to one of our locations where we employee a technician who
  specialized in transmission rebuilds and services at not just our locations,
  but dealerships as well, to evaluate the vehicle. We asked him to assess the
  vehicle and document his findings. In regards to the sealant claim where no
  gasket was used, that is the correct repair procedure for this transmission.
  RTV sealant is used per the repair procedure after removing the valve body
  cover in lieu of a gasket. This is common for many repairs in the automotive
  industry. Upon inspection he was unable to see any current leak coming from the
  transmission. He verified the fill level was correct and drove the vehicle with
  diagnostic equipment attached and recording data. Our technician was able to
  verify the front pump inside the transmission was providing the proper
  pressures necessary for the transmission to function. When the vehicle shifts
  through the gears, there are issues with a mechanical connection causing the
  transmission not to shift or to cause the transmission to shift into an
  improper gear in an attempt to provide motion. He suspects the clutch packs
  internal to the transmission are worn out causing the vehicle to slip and not
  transfer power/motion through the gear set. This happens as a result of wear
  over time. The vehicle has high mileage and unfortunately this isn't uncommon
  for age and condition of this transmission. There was concern expressed from
  Ms. *********'s local repair facility that excessive RTV sealant was used on
  the valve body cover allowing the RTV to clog an orifice internal to the
  transmission. We have not removed the valve body cover at this time but, we can
  ascertain with high certainty that this is not probable or possible given the
  function of the transmission. We are willing to work with Ms. *********
  in order to further repair the vehicle and reach an amicable solution. Due to
  vacations, we have not been able to connect at this time and we are hopeful to
  be in contact in the next few days. 

  Business Response

  Date: 02/10/2025

  We are very sorry for the circumstances surrounding this issue. Unfortunately there is no way to predict pre-existing internal damage or wear to mechanical components. We disagree regarding the repair. In an attempt to appease you, the store attempted to locate a gasket that was not required or recommended for the repair. Whomever informed you that this gasket was required is mistaken. The repair was performed correct initially and re-performed a second time correctly. We even paid to have the vehicle towed from across town to have our own transmission specialist assess the vehicle who also verified the repair was performed correctly. 

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  There was no offer to repair or a satisfactory agreement made. My reviews with photos will stay posted and potential customers can make their own determination if the repairs appear correct. 

  
  
  
  
  Regards,
  
  
  
  ******** *********
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  On Sept 5th, 2023 I brought my car in and spent $1500.00 to replace a couple of parts. After they had it all weekend, I was able to pick it up September 9th. I started the car, noticing a weird sound, the eventually went away and drove off. Tuesday morning, I was unable to get my car started. I had my car towed back to the shop on Wednesday, where they told me that the motor was dead. My car has recently been towed back to my local mechanic where he has reason to believe that Xpress Pro killed my engine. He will be doing a full diagnostic on my car. I feel like I've been used. Not only do I feel like they stole $1500 from me, now I'm without a car, and they want another $3000 to replace the engine.

  Business Response

  Date: 09/30/2024

  We apologize for the circumstances around Miss ****'s vehicle but we stand behind our workmanship and diagnosis. The vehicle was brought to our location for an overheating issue and coolant leak. We found the thermostat housing was leaking and the vehicle had been overheated multiple times. Our manager informed Miss **** several times that repeated overheating can cause internal damage to the engine. After replacing the water outlet housing, our technician noticed a leak from the water pump as well. We informed Miss **** of the findings and made a recommendation to replace the water pump and timing belt as part of the service. At first she declined and left the vehicle as we urged her not to drive it with these issues. She then authorized repair and we replaced the water pump and timing belt per her authorization. After completing the repair, we test drove the vehicle, pressure and block tested the cooling system, and returned the vehicle. All systems passed at this time. The following day the vehicle was returned to us for a no start condition. Our ASE Master technician who performed the initial repairs verified our workmanship and discovered the engine suffered an internal failure and required an engine replacement or rebuild. We suspect this is due to the multiple times the vehicle was overheated. We offered a substantial discount on replacing the engine assembly with a used engine. The discounted amount was relative to the cost of repairs performed initially. We are very sorry that this outcome occurred but, when overheating conditions occur, it's possible to cause internal damage to the engine. We pressure tested the cooling system and performed a block test after the repair. Both these tests passed and it is the only test we can perform to show internal engine issues without physical disassembly and inspection of internal components. If Miss **** wishes to replace the engine assembly, we are more than willing to work with her on completing the repairs. 
  
  

  Customer Answer

  Date: 09/30/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** ****
  

• Initial Complaint

  Date:02/21/2024

  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.

  Date of transactions 12/02/2023, 12/04/2023
  Brought vehicle in for engine light on, was told that my vehicle needed a new Front Catalytic Converter, also a new Turbocharger total for both repairs was $4290.51, I agreed to the repairs and drove my vehicle within 2 days the engine light came back on, called Car -X was told that its normal for the light to come back on wait a few days if it stays on the call back, they claimed with all the engine work that was done its not adnormal for the engine light to come back on. Engine light stayed on, called and was told to bring it in once again, they had my vehicle for 2 days said to come on get it, once again the engine light came back on within 2 days, called againg and was told by the Manager that they had no idea why the engine light keeps coming back on, was told to bring it back that they will take it to another CarX location that has a better qualify technician to look at my vehicle, I was told that they worked on my car for 5 hours and believe they found the problem, once again the engine light came back on, I called once again and was told they dont know whats wrong with my vehicle, that possibly its something else and to bring it in whenever and they will try to look at it. I haven't taken my vehicle back to CarX, instead I took it ******* Motors for them to check it out, they claimed its the wrong converter for my Buick, it should be a GM, and said take it back to CarX and have them replace or get your refund, I spoke with the manager from CarX and he refused to listen to be or look at the pictures that ******* Motors had taken. So my engine light is still on and I'm paying the $4290.51 for something that wasnt taken care of. I have pictures, copies of invoices. The Turbo was replaced as well to find out that was under manufactory warranty which would of cost me nothing to replace. CarX had to see that on their computer updates on vehicles, instead they charged me for it. I believe I've been taken advantage

  Business Response

  Date: 02/23/2024

  We spoke with ***** this afternoon and we have made arrangements to have the vehicle evaluated by one our master technicians at another location. She will be returning with the vehicle next week for us to address her concerns. 

  Customer Answer

  Date: 02/29/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** * ********
  

• Initial Complaint

  Date:01/30/2024

  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 originally had gotten a full diagnostic at the ***** **** location. The first diagnostic I received was a pleasant experience and thorough however my warranty company let me know the person who completed it did not add notes for the reasoning and by the time I called again the person forgot what they did with my car and the store told me I’d have to get another. I went to get another full diagnostic (management changed within this short timeframe) on a Saturday morning and was told to drop it off and they’d have it done for pick up by end of the day. I waited for hours with no call it was ready, by the time I went to the store it was 10 minutes till close and there wasn’t an associate in sight and locked doors. I didn’t get my car back until that Monday and had to miss work due to no transportation. Not only that but on the second diagnostic the only thing listed was a oxygen sensor when previously there was 2,000+ in repairs needed. Because this wasn’t completed correctly I went to another carx in ******* ** which told me I couldn’t get a courtesy for the improper diagnostic I had to purchase a full new one. I would like a refund on this wasted service and time.

  Business Response

  Date: 02/01/2024

  **** ***** came to our location on 9/2/23 and requested a diagnostic and inspection of her front end, alternator, spark plugs, tune-up parts, belts, tensioner, 02 sensors, and check engine light diagnostic. After inspection we found another person or retailer attempted to repair the vehicle and created issues with the check engine light. The O2 sensor was cross threaded and not seated on the exhaust side. We recommended replacement along with the intake manifold that was damaged as a result. **** ***** declined the services. She returned on 9/30/23 for another diagnostic. We found the same issue with the oxygen sensor and advised her of our findings.  She was not charged. **** ***** later went to another one of our locations on 11/27/23 requesting a diagnostic. This store found the same issues with the oxygen sensor and exhaust manifold. They also noted a leak from the coolant water outlet housing and recommended replacement. She declined the repairs.  Unfortunately there is nothing to refund **** ***** as she declined all workmanship and repair recommendations. The diagnostic charges are valid and required in order to access her vehicle. However, we are more than willing to credit **** ***** the diagnostic fees toward the repairs if she would like to repair the vehicle with us. Thank You! 

   

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought in my **** ****** ***** for an alignment after just having my tie rods replaced at another shop. Car X lied to me and said that the repair needed done when it'd been done an hour ago. They also didn't complete the job of the alignment and only did one side. Instead of making my bill half they only knocked 20 dollars off of the quoted price. They are liars and thieves

  Business Response

  Date: 12/07/2023

  **** ********* was informed of the multiple issues at the time of her visit. The notes documenting these issues with her vehicle are very detailed and the customer signed off acknowledging and declining to repair these issue. The outer tie rod ends were replaced, the inner tie rod ends were seized requiring heating with a torch to attempt to free them. There are a total of four tie rod ends on a vehicle and she only replaced two. We suggested replacing the inner tie rod ends due to the adjusting sleeves seizing inside their housing but she declined. We also documented that her tires were mismatched and exceeded DOT suggested date codes for recommended service. The tire tread depths were so drastic in variance that this alone would create and problem with the vehicle driving correctly after alignment. **** ********* was explained all of this and requested for the store to perform the alignment anyway and to "get it as close as possible." If ***** ********* would like us to repair the tie rod ends, we would be happy to re-perform the alignment at no charge. Thank You! 

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20962816, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ********* *********
  

• Initial Complaint

  Date:11/20/2023

  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.

  I was scheduled for an oil change on 11/18 at 11 am. I arrived early just to drop my car off and leave at the shop for the crew to work on my car around 10:15. When i dropped my car off there wasn't any damage to my driver window, but when i came back to pick it up I noticed a huge crack going through the glass. After notifying the manager Jim and one of the workers Tom, they told me that it was no way possible that they could have damaged the window. Next telling me that it wasn't anything that could be done but call corporate. Today it is 11/20 and I have been calling the corporate number all morning just to not get an answer and the mailbox being full so I can't leave a message.

  Business Response

  Date: 11/20/2023

  The window was not cracked during the service at our facility. The customer was extremely hostile to the point where it escalated for police assistance. We advise the customer to contact his insurance provider.  

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******