Business Profile

Auto Repairs

XPress Pro Tire & Auto

Complaints

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

Customer Complaints Summary

23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/10/2023
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.
Did not fix the fuel problem the first time.Truck did not leak fuel when it was towed there. Did not fix the problem the second time.Truck still leaking fuel. If a preasure check was done the first time. Redoing the fuel leak the second time would not have to be done. My truck ran like a champ before carx touched it. At 150000 the fuel ejectors were changed. .That was still a fuel problem. Defective new part. I am the original owner of the truck,
Business Response
Date: 11/11/2023
Mr. ***********
On 11/25/22 your fuel pump was replaced along with fuel tank straps and filter. We also performed an oil change.
On 12/16/22 your filler neck was rotten and leaking and we replaced your filler neck.
On 5/20/23 your vehicle was towed in because of a RUNNING ISSUE. We replaced the fuel pressure regulator, fuel injectors, and upper and lower intake gasket. Your vehicle was RUNNING CORRECTLY.
You then brought your vehicle back to our location complaining of gas fumes/gas leaks. We inspected the vehicle and our store had concerns of a rusted out fuel cell due to the rust and condition of your vehicle. The store was concerned with dropping the tank and making the issue worse. We requested you to visit one of our master techs at our Winton location for further evaluation. After further inspection it was found rust was building up on the mouth of the tank causing a sealing issue around the tank and the fuel pump. In good faith and per our warranty, we re-replaced the fuel pump and sealed the opening on the fuel cell. We performed this service at no cost and under warranty.
I would like to make it clear that the fuel smell/leak is a different issue than the running issue that was addressed on 5/20/23. These issues are separate. We truly appreciate and value your business but, we cannot issue a refund for the workmanship on 5/20/23. That work was performed correctly and it was required to remedy the running issue. As for the fuel leak, we gladly warrantied this repair and addressed the rusting issue that was causing the leak issue. There could be a point in the future that your fuel tank could require replacement but, our technician was able to seal the leak for the time being. We will gladly offer you a free oil change regarding your oil issue on your next visit. Hopefully there is not a leak or consumption issue but, given the circumstances, we are more than happy to provide your next oil change service free of charge. Please let me know if you have any other questions or concerns. Thank You!
Business Response
Date: 11/11/2023
Mr.
On 11/25/22 your fuel pump was replaced along with fuel tank straps and filter. We also performed an oil change.
On 12/16/22 your filler neck was rotten and leaking and we replaced your filler neck.
On 5/20/23 your vehicle was towed in because of a RUNNING ISSUE. We replaced the fuel pressure regulator, fuel injectors, and upper and lower intake gasket. Your vehicle was RUNNING CORRECTLY.
You then brought your vehicle back to our location complaining of gas fumes/gas leaks. We inspected the vehicle and our store had concerns of a rusted out fuel cell due to the rust and condition of your vehicle. The store was concerned with dropping the tank and making the issue worse. We requested you to visit one of our master techs at our Winton location for further evaluation. After further inspection it was found rust was building up on the mouth of the tank causing a sealing issue around the tank and the fuel pump. In good faith and per our warranty, we re-replaced the fuel pump and sealed the opening on the fuel cell. We performed this service at no cost and under warranty.
I would like to make it clear that the fuel smell/leak is a different issue than the running issue that was addressed on 5/20/23. These issues are separate. We truly appreciate and value your business but, we cannot issue a refund for the workmanship on 5/20/23. That work was performed correctly and it was required to remedy the running issue. As for the fuel leak, we gladly warrantied this repair and addressed the rusting issue that was causing the leak issue. There could be a point in the future that your fuel tank could require replacement but, our technician was able to seal the leak for the time being. We will gladly offer you a free oil change regarding your oil issue on your next visit. Hopefully there is not a leak or consumption issue but, given the circumstances, we are more than happy to provide your next oil change service free of charge. Please let me know if you have any other questions or concerns. Thank You!
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,

**** **********
If pressure check was done on the first job.they would have noticed the fill tube leak and I guess the gas tank. Or better ye t if a pressure check should have been done FIRST..
I am also concerned with the huge mark up on the parts.Like triple the original cost.

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,

**** **********
If pressure check was done on the first job.they would have noticed the fill tube leak and I guess the gas tank. Or better ye t if a pressure check should have been done FIRST..
I am also concerned with the huge mark up on the parts.Like triple the original cost.
Initial Complaint
Date:09/28/2023
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.
I purchased tires and an alignment on 9/20/23 (total cost of $989.17). Immediately upon driving the vehicle, I noticed that the alignment was much worse than prior to bringing the vehicle in and the vehicle now had a major vibration. We rescheduled an alignment for the next day, which still did not fix the issue. The mason location sent me to another location that was 45 minutes away only to find out that they could not work on my vehicle due to the size of the truck. Went back to the mason location and got a 3rd alignment and rebalancing of the tires and the issue is still not fixed. Told them that at this point I wanted a full refund and I would go elsewhere to fix the issues. They responded that returning the tires and getting a refund was not an option. So far, I have spent 16 hours in the past week dealing with this issue and nothing has been resolved. I have phone records and documentation of each event that has transpired since the beginning of this process (please see attached)
Business Response
Date: 09/28/2023
***** ****** recently visited our Mason, OH location
requesting the least expensive economical tire. He originally requested an
economical Goodyear product that was not available through our locations. We
sold and installed National Command A/T tire which was in his budget/economy
request. We also discounted the alignment off of the ticket in the amount of
$100.00 in which the alignment was performed at no charge. After installation
Mr. ****** felt the vehicle did not drive correctly. The store attempted to
re-align the vehicle to no satisfaction of Mr. ******. The store arranged to
have another location perform the alignment and scheduled an appointment. The
other location was unable to perform the alignment due to the wheelbase of the
truck exceeded the alignment rack’s travel ability. Mr. ****** was very
frustrated with this. In a good faith and as a customer satisfaction attempt,
the manager asked if there was anything else he could help with. Mr. ******
explained he attempted a brake repair on his vehicle and there was an issue
with a bleeder screw he himself damaged. Our store helped him fix this issue
and blead his braking system at no charge since they were unable to perform the
alignment saving him hundreds. After this interaction Mr. ****** contacted
myself (Greg M*****, Director) regarding the issue. I explained to Mr. ******
that an alignment on a truck is a very straightforward process and asked him
what issue he was experiencing. He claimed the truck will shake at high speeds
exceeding 55mph and felt the alignment was still not correct. I explained that
a shaking issue will not be resolved by an alignment but could be an issue with
tire balance. I requested and arranged for him to return to the mason, OH
location to have the truck re-aligned and balanced. The manager personally
oversaw the process. The alignment was performed to the manufactures
specification using Hunter Hawkeye alignment equipment which is a premium brand
used by most dealers. The alignment specifications are accurate. The store also
re-balanced the tires ensuring accuracy. After doing so, they test drove the vehicle
and the vibration was still present. The store attempted to rotate the tires
looking for a change in the vibration which could indicate a faulty tire. After
rotation and another test drive, the vibration is unchanged. We offered to
upgrade the tire and return the tire if Mr. ****** felt the tires were causing
his issue. He declined. These economical tires do not have a “ride and try” period
but, we are willing to replace the tire with another product given Mr. ******
pays the difference in cost. Mr. ****** declined. The vibration issue could
also be unrelated to the tires but, we are willing to swap out the tires for a different product in pursuit of satisfying Mr. *******. He is unwilling to
accept this and continues to hang up the phone when attempting to discuss. Unfortunately,
we have done all we can do and we have gone above and beyond trying to satisfy
Mr. ******. He did inform me that the truck was recently purchased used and we
have concerns the vibration could be driveline related but, it would require
further evaluation to determine this.
Business Response
Date: 09/28/2023
Our position on this matter stands. If Mr. ******* would like a different set of tires, we are happy to oblige for the difference in cost. Thanks
Customer Answer
Date: 09/28/2023
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
My position on this matter stands, anything less than a full refund at this point is unacceptable. I will be pursuing all legal options moving forward.

Regards,

***** ******
Initial Complaint
Date:09/25/2023
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 got an oil change and I was told by Jordon the some seal or two were leaking and that he would fix that and this would cost $800 and have a full day of labor.
• I set up an appointment on Friday maybe July 7th for the next Monday July 10th 2023, to drop off the vehicle for the day to have the job COMPLETED.
• I came in on Monday, maybe 10th of July 2023, dropped off my truck so that the job can be completed, and then got a call around noon, that the parts were not going to be there until Thursday… Now the job was going to be $1700. I told him he quoted me $800 prior and he said,.. well parts and labor and a bigger job.
• I was told to drop off Friday a.m. which I did and then I had to get someone to take me home. I was told probably would be done Saturday.
• Monday, I had to get someone drop me off at work.
• Monday Jordan said around 2:30 I thought would be done most likely.
• Jordan and Manager called me at 3 p.m. with more excuses, said not ready today, O
• Tuesday got ride, stopped in manager told me working on it would call later in the day. He called noon said things were progressing and would call me later. He called at 3:30 said going well hopefully would be done on Today, Tuesday ?
• Tuesday 3:30 pm. not ready today ? had to get ride home.
• Manager called back later and said hopefully done by noon tomorrow (Wednesday) another manager will call about 9-10?
• Wed got another ride – 9-10 nothing 11:15 Jordon did not want to give me his supervisor’s name and number and he did not want to give me other managers numbers after I asked several times for this information.
Wednesday 7/19/23 at 4 pm. Got a call it was done. I took my truck back to work, .2 miles away, and I notice the heat shield (the big plastic one was missing and I immediately went back. I know it was on there when I dropped it off, now all of the coils are exposed. Jordon came out with the tech who said he did not remember seeing it, but I’m certain it was there. I know it was on the truck.
I got 20 minutes into my ride home and the monkey wrench light came on, a minute after that the service light came on and then my phone (I have a **** app and get alerts), I got a phone alert that says the engine is overheating.
I called Jordon and told him about the problem, and he said “well are you going to bring it back”? After he said we “definitely did it right which is why it took so long”. Now, I have a safety concern and a fire concern so how can I drive it back 30 minutes to his store.
Sorry but at this point and my prior info, they completely voided any right to workmanship when he hung up. Why would I even want to try and continue to deal with someone so outrageous.
I dropped it off at ****.
I called back in a little while determined to get someone in charge and believe it or not the manager and area manager were both there at the store, go figure. The experience was unacceptable and they think they deserve to have the truck again?
In addition, they were supposed to rotate my tires which they did not, and I also gave them several CarX coupon which they did not take any amount off.
**** found leaking hoses, and replace my heat shield for over $ 800.
I want car X to reimburse me for the entire job that I spent with them $1850.00.
Business Response
Date: 09/26/2023
Customer has been contacted and we are waiting for documentation from the dealership to approach next steps/resolution.
Customer Answer
Date: 10/02/2023
I have that documentation now, I was out of town the last five days.

I have sent an email to Greg M***** at car x. He is now out of town and will review it when he gets back.

I just want to be sure you know I did respond and send him the dealerships invoice that he requested.

Please let me know if you need more info from me.

Thanks,

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

###-###-####
Business Response
Date: 10/20/2023
In regards to *** ******* this matter
escalated to upper management after the service was performed. *** *******
spoke with myself and had concerns regarding a check engine light coming on and
overheating after service along with a missing underbody cover. *** ******* was
informed that the missing underbody shield was not on the vehicle at the time
of service. (this is not uncommon) The store already informed him prior to our
conversation that the shield was missing. Ironically a complete inventory
was being performed at this location right after the service was performed and
it was verified no such shield existed. We offered for *** ******* to return to
the store to verify we did not have or possess his underbody shield. As for the
check engine light, we asked *** ******* to return to the location or any of
our locations for inspection. We also offered to have the vehicle towed. Mr.
******* declined. We advised him we would honor our warranty but we needed to
assess the vehicle. *** ******* was adamant that he would only bring the
vehicle to the **** dealer at this time. I (Greg M*****, Director) informed *** ******* that by refusing to allow us the right to workmanship, we could not
guarantee to reimburse for services without having the opportunity to honor our
warranty. *** ******* declined again to have his vehicle looked at by any of
our locations and acknowledged that any expenses incurred may not be covered by
Car-X without authorization. I gave him my personal cell phone number at that
time to contact me directly. *** ******* never contacted me. After reviewing
the documentation from Northgate ****, it seems there was no issue with
overheating or the coolant system from our service. The dealer also charged and
performed a pressure and dye test to verify this. The dealer did however find a
leaking turbo air charge line that was removed at the time of our service. They
charged *** ******* $370.00 to smoke test and clamp this air intake line. *** ******* also authorized the replacement of the missing underbody cover. Had *** ******* allowed us to look at his vehicle, the issue in which he was charged
for, would have been covered with the exception of the underbody cover. The
simple issue of a loose turbo intake airline would have been addressed timely
and at no charge. *** ******* incurred a charge of $833.64 by his own choice
and was not authorized by Car-X or myself. Not only did *** ******* authorize
diagnostic, once he was presented with the issues, he chose to authorize repair
without contacted Car-X or myself in regards to warranty or coverage. Given the
totality of the circumstances, we will offer a reimbursement of $200.00 purely
as a customer satisfaction resolution. Car-X has a warranty for a reason and
these warranties exist to protect the customer from unnecessary charges and
repairs. Hopefully this will satisfy *** ******* and we will be happy to issue
a refund check. Thank You!
Customer Answer
Date: 10/27/2023
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 was hung up on and treated rudely by Jordon on several occasions. The absolute worst experience I have ever had with anything. I was a loyal customer until this experience. I asked several times for a manager to talk to during the 5 days Carx had my vehicle. I had to get rides to/from work. When I finally got the vehicle, it overheated and became a life and safety issue that I was not willing to chance my safety. I called back, and Jordon said "what are you going to bring it back then? I was 30 min away. He never offered me to bring it to another store closer to me (this voided any right Car X had to my car). Once again, the next day I asked for a manager, he refused and hung up on me again voiding any right they have to any vehicle. I had to call back and a manager answered. Furthermore, I gave Jordon several coupons which were never deducted, and they did not even rotate my tires which they told me they would do.
I want no less than $1000 refund as my final chance to end this horrible life-threatening experience. That's the difference from the original quote, not even taking into consideration what I had to pay **** to fix their problem.

Regards,

***** *******
Initial Complaint
Date:09/12/2023
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 had my oil change and tires rotated on 5/11/23 I schedule a appointment for that that day and when I arrived they didn't have the oil filter so I had to wait for a part store to bring the filter, they pull my car up on the lift and the parts guy arrive. He changed my oil and filter and pull my car in the parking lot and I told him you didn't rotate my tires. He check the paper work and said I'm sorry I didn't see that. The reason was he new he had broke the oil door and was trying not to let no one see the oil door hanging and touching the ground .I didn't hear It because I had my radio on. I drove my car the following day and I heard a noise like something was dragging the ground, I took my car back to Car-X on ( 5-15-23 ) they put it on the lift and seen where the oil latch door bolts where over tighten and wouldn't fasten to the whole body shield covering. The service guy who did the the work said the last place that did your oil change stripped your bolts. I told him the last place that did my oil change was Car-X on 9-30-22 at this same location. He stripped the bolts that why he didn't rotated my tires. I talk to Manger Scott a week later after they told me that he was on vacation and he told me that he would fix the part and two weeks went buy and he has not done anything. I went back over to the shop and just ask for the Mangers name because I'm fed up with this company. I did go over to the Car-x on ******** and talk to Manager Mike or Mark two or three times trying to get the District Manager to call and help me. No help at all . I went to *** and got a estimate for repair and know I want *** to fix it after dealing with this for over four months. The Preliminary estimate $ 311.76 J*** ***** ********* ****** ******** ** ******** Phone# ###-###-####
Business Response
Date: 09/19/2023
In regards to *** ********** complaint, we understand the chain of events to be slightly different. The oil change was performed and the tire rotation was missed but the store took care of that issue. When his vehicle came back to the location, the underbody skid plate was hanging off of the vehicle and it was clear debris caught the skid plate and pulled it off the vehicle. The skid plate does not require replacement or removal in order to perform the oil change service. The skid plate was clearly damaged. Our manager offered to attempt to locate a used skid plate from a salvage yard in an attempt to help *** ******** with replacing the skid plate but, we were unable to do so. We advise *** ******** to contact his insurance company and to file a claim. We cannot be responsible for physical damage to the underbody of his vehicle caused by an impact.
Customer Answer
Date: 09/20/2023
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 skid plate is intact, the oil access panel door is what has been striped by the technician.
Regards,

***** ********
Business Response
Date: 09/22/2023
We have since spoken with our customer after our response. After further conversation we have ordered a replacement skid plate/under engine cover and we are taking care of the part and installation. Thank You!
Customer Answer
Date: 09/25/2023
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.
I will agree

Regards,

***** ********
Initial Complaint
Date:07/08/2023
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.
We took our Jeep in for repair in July of 2022. We paid over $2,000 for a repair that did not solve our issue. We later found out that the repair was never done. The store manager told us that he had our Jeep towed to the dealership to have the dealership look at it. It was a lie, our Jeep was onsite the entire time and Jeep has confirmed that the car was never seen by them. We have made multiple requests to have our charges refunded under the "Car X Guarantee" and no one will call us back. I've called headquarters at least 5 times and was always told that the local district manager would call (he never did). We have been in to the store to ask to speak to the current manager - and he has literally hidden in the bathroom to avoid my husband. When my husband finally used a fake name to get him to come out, he told us that corporate has instructed him not to speak with us. Our issue is simple: we paid for a repair that didn't work (actually was never done) and we want a refund per their OWN "Car X Guarantee" policy.
Business Response
Date: 07/06/2023
Dear BBB,

This complaint does not belong to Car-X LLC. It belongs to our franchise in Cincinnati, OH and should be sent to:

********* Cincinnati Inc.
*** ***** **** *** ****
***** *****r Springs Drive
Cicinnati, OH 45240
Attn: **** ***************

Sincerely,
Customer Service
Car-X LLC
Customer Answer
Date: 07/07/2023

Complaint: ********

I am rejecting this response because:

As stated, the local franchisee isn’t replying. They fly under your banner and we are asking you to get involved per your Car-X guarantee.

Sincerely,

******** ******
Business Response
Date: 07/22/2023
We are aware of this customer and the complaint from almost a year ago. Our store manager was the point of contact for addressing the concerns at that time. We have spoken with the customer this past week and we have requested additional documentation from the dealerships repair in order to determine our response. At this time we are still waiting for this documentation.
Initial Complaint
Date:02/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Car-X **** Glenway Ave, Cincinnati Ohio 45238 is the worst ever location screwing me as a Vet, Senior and with me living in shelter as they did not provide the services they said they would for a new battery and brakes after needing to get towed for services in December! After their service, a few weeks later, my car would not start again and they wanted to charge me more money to reevaluate what they did not fully evaluate before in December and billed me $1100! They need to cancel my billing with their financial company for their lack of professionalism! Close to living on the street! Yeah, yeah!

Thanks
****
Business Response
Date: 02/06/2023
I have spoken with Mr. ****** extensively
regarding this situation. In summary Mr. ****** was informed of his brake
issues months ago. The issue was not addressed timely resulting in further
damage to the hydraulic system of the brakes. Mr. ****** was also experiencing
starting issues and brought the car to us to have all issues addressed. At that
time, we replaced his brakes, rotors, and calipers that he was well aware of
requiring replacement. The calipers were the new develop due to extended use on
worn out pads and damage to the calipers. This could have been avoided had the
brakes been addressed sooner. In regards to the starting issue (his major
concern and overall complaint) we tested the starting and charging system of
his vehicle and discovered the battery failed testing, recommending
replacement. We informed Mr. ****** of these findings and he authorized the
repairs. Months later Mr. ****** had a situation where the vehicle did not
start again. He called the store and an employee incorrectly informed him that
we would need to charge for diagnostic and look at the vehicle. Mr. ******
reached out to myself (**** *****r) and I offered to have the vehicle diagnosed
at no charge at any location he felt comfortable with and advised him all his
repairs are under warranty. We arranged for this to occur so we could diagnose
any issues or concerns. We also wanted to re-test the battery as it could have
had a faulty battery. Regardless of the cause, we needed to see the vehicle to
diagnose what was going on. Mr. ****** also spoke to one of our master techs
who reinforced the message that the vehicle would need to be seen. Ultimately
Mr. ****** decided to trade the vehicle in without having the car looked at our
diagnosed. Unfortunately, there is not much we can do at this time without
having the ability to see the vehicle. Unfortunately, we cannot refund for
services that were performed. If the battery was faulty we would have been more
than happy to warranty this part. I spoke with Mr. ****** today and he
understands our position but is still seeking a refund that we simply cannot
issue given the circumstances.
Customer Answer
Date: 02/06/2023
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.

*****, yes he was right reviewing our discussion! But, I still feel the CarX location that serviced my vehicle did not perform the best service they could have and I ultimately would need to finance more services! But, when they blamed me from potential break issuers they told me about months ago and only being on social security and had only$20 in my checking usually every month before my next SSI deposit after paying all my bills including rent, utilities, etc., I could not move forward then with their service! Now I live in a shelter and with their poor evaluation of my current car issues and wanted to charge me again for further evaluation, I feel they should cancel my $1100 **** financed through their second party finance company! Living in a shelter and being a Vet and Senior, I still feel they have been totally disrespectful and are potentially causing me more living challenges and maybe living on the street soon! Will see! (********
**** ******

Regards,

**** ******
Initial Complaint
Date:01/25/2023
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.
Went here to have a oil change done , waited 3 hrs to be tolled that they had messed my car up and it wouldn't start. They pushed my car out and the Manger said f**k you it ur problem, I then in there parking lot called there head quarters and explained what was going on. They said they would call me back shortly, mean while I went and git the part I believed they had messed up qnd i replaced it in there parking lot in the rain and cold . I then was called and about a hr later back and tolled that tgey had replaced the part on my car and wouldn't charge for oil change. Theu didn't replace or or buy the part I did the guy that worked there lied to the headquarters, I then had to have my car towed the next day home from there location. I spoke with the headquarters of car x and they said they were sorry about what had happed at there location in Fairfield Ohio. And that they would cover the the bill to have it towed and to have it fixed at my choice of mechanic location, the car was the once again towed to a location yo be looked and fixed ,the car after a week there was still not running rite qnd was took home. I then contacted the headquarters and tolled them that I had the billing for them and they had me email the bills yo them. After waiting about 3 weeks I never heard from them qnd I called 3 to 4 time after about another week I finally got a call from car x headquarters, they stated they would not cover the bills like they had promised and would keep there words.
Business Response
Date: 01/26/2023
This customer came to our location for an oil change. Once the service was completed the vehicle would not start. We informed the customer and offered to diagnosed the vehicle at no charge. We verified that nothing caused this issue during the oil change process. We found the ignition coil (which is an electronic piece) was not emitting an electrical signal to generate spark. We informed the customer of our findings and offered to help him by discounting the service substantially. The customer refused and insisted this issue was created by Car-X. We explained to the customer that this was not the case and unfortunately it was poor timing. Ultimately the customer towed the vehicle to another shop and they verified the same issue we verified. He paid another provider to fix the same issue we diagnosed. Unfortunately we cannot accept responsibility in this case for an issue we did not cause. We offered to perform this service at a great discount simply for customer satisfaction.
Business Response
Date: 02/10/2023
Unfortunately our position stands with this matter. We can not issue a refund for something we did not cause.
Customer Answer
Date: 02/17/2023
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,car x is responsible for my car, if they where not responsible for my car then why did they not charge me for the oil change and also why did they give me the email that is attached in with bills that I sent to bbb, I would had had no way of getting that email address if the lady I spoke with wouldn't have agreed to cover the bills and give me the email address to send them to. If I jad seen that the car x location had , such bad reviews I wouldn't have took my car there , in reviews I have read tgey have damaged and broke

Multiple customers parts and item on there car and never take responsibility for what they do.

******* *******
Initial Complaint
Date:12/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/29/22 I took my car to CarX location #**** for brake work, a coolant flush, and a safety inspection. They had my car until 12/3/22 and then called me and said that the repairs were complete but my ABS module is defective. They told me that the pedal would be soft and go to the floor but it was safe to drive if I took it easy. (There were no brakes at all) I immediately took the car home and parked it. I checked the bleeder valves and found that they had not bled the brakes at all. I had to take 2 days of PTO from work (12/7/22-12/8/22) to take my car to another CarX location #**** to get the brakes bled. They were able to bleed the brakes and get my brakes semi working. They still shake my whole car when I step on the brakes at highway speeds. The coolant flush that location #**** completed was not done properly. There is still contaminates in the coolant and they used the wrong coolant. ********* requires the orange ******** coolant and they put the green coolant in my car. When I got home yesterday from being out with my wife there was a giant puddle of coolant under my car and all over my driveway. Upon further inspection, I found that the coolant is coming from the motor. I’ve attempted to contact the CarX corporate number listed on the BBB website and get a voicemail every time and no return calls from the voicemails I’ve left. I am requesting that CarX refund the $1358.17 that I paid. Also, I would like them to pay for my car to be repaired by a mechanic that I can trust outside of their organization and pay for a rental car so that I can travel to and from work while my car is being repaired.
Business Response
Date: 12/21/2022
We have spoken to *** ****** and alleviated some of his concerns in regards to his service performed. The coolant used was and is the correct coolant for the vehicle and this was explained to him. As for his brake system we explained the issues going on with the ABS module and the recommendation of replacement. However, we have *** ****** scheduled to be seen at another location with an ASE Master Technician to verify his concerns. We will re-inspect the vehicle and see if there are other options prior to ABS module replacement. We will also inspect the coolant leak and determine the origin. Thanks!
Initial Complaint
Date:12/13/2022
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 am filing this because this business needs reported. I have had ongoing issues with them messing things up and having to go back up to the store several times . I am having issue when a manager puts in writing there going to fix something and the managers boss wants to go back on what he agreed to fix . I have reached out each time to ****. I think he feels like he is above everyone he can kinda treat people however he wants to and do whatever he wants . I have the receipt in writing they will put a head gasket seal on with a gasket seal provided by me . Also if spark plugs are needed they will replace them to . Now there saying they are not .
Business Response
Date: 12/21/2022
Unfortunately we have been unable to satisfy **** ****** on numerous occasions. In an attempt to satisfy her on each occasion, it seems we are still falling short. We gladly replaced her drain plug (which is a wearable item over time) at no charge. We pointed out a valve cover leak as well in an effort to keep her informed on the maintenance of her vehicle. **** ****** became more upset after learning this. Our manager once again tried to satisfy her by offering to perform the service for very little cost. **** ****** did not seem to appreciate this and became more angry and aggressive. As a company we feel we are unable to meet **** ******'s standards and we feel it would be best for her vehicle to be serviced elsewhere. Thanks
Customer Answer
Date: 12/21/2022
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. They said they would install the gasket seal if I bought the gasket seal . Then now there trying to go back on there word . They stated the oil plug was from wear and tear no the manager advised me it was caused by the last technician at there shop to cause that .

Regards,

******** ******
Business Response
Date: 12/21/2022
Unfortunately we cannot service **** ******* vehicles moving forward. We recommend for her to locate another repair facility. ...
Customer Answer
Date: 12/26/2022
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.

Regards,

******** ******
Customer Answer
Date: 01/03/2023
Hello I'm responding to a email regarding to try to resolve this is issue with Car X . The manager at the Car X in *****, **** advised me on 12/9/22 of the striped oil plug so oil has been leaking and it has had a oil leak since the last time they did a oil change on my car which was 3/7/22. They are the only ones to do my oil changes . When I ask a manager how would a oil plug be stripped and his answer is from the last Technician. So why shouldn't a company have to fix this . When the manager advised me they have had 6,000 in damages to other people's vehicles . They are a business just like with any other business when there is a mess up and you have proof and documentation they should have to fix it and be held accountable. There response they advise me to go to another shop to have it fixed no one will touch there mess up and they shouldn't have to. I also have a major concern when I reach out to the main person that is in charge of that store and he acts like he can treat customers unfairly and get by with it . I been trying to reach out to the President of the company to advise them on this matter and haven't had any luck . I will upload the document that states Customer has had several issues with previous experience. Also states in paperwork customer buys valve cover gasket and they will put on for no charge . (Paperwork attached)
Initial Complaint
Date:09/26/2022
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 September 19th,2022 me and my husband took my Ford fusion to car x on **** Reading Rd Cincinnati, OH 45215 for diagnosis on what was wrong with it they quoted me a price for my starter which we paid for on September 21th,2022 when we picked the vehicle up they still at that point didn’t say anything was wrong with our “flywheel” at that point we drove the car home which is less than .5 miles away and parked it on Friday September 23rd,2022 we started the car took it to fill the tank we come back out to start it … it took my husband over 20 minutes to start it …. I told him to take it back up to car x because they obviously didn’t fix the problem….. when we arrived at car x the guy bill stated that the starter wasn’t the problem and it was the flywheel so I asked well didn’t you do diagnostic on Monday and quoted a price for the starter he stated that he started it and assumed that it was was starter that’s red flag right there so he in fact didn’t do a full diagnostic and he missed diagnose my vehicle and now I am out of $500 and the starter still has to be replaced the General manager showed no remorse we went to the district office they didn’t care we called the corporate office in Illinois they didn’t care but you all have this guarantee that “you will never sell us something we don’t need “ but you in fact did and will not issue my refund!!! Of my $500 nobody has money to just spend it on and my car is just sitting in my driveway and will not turn on!!!! And I’m out of $500!! Greg m called threatening us on going to court we have it recorded we want our refund
Business Response
Date: 10/04/2022
This was refunded in full. Thank You

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