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 has 14 locations, listed below.

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  XPress Pro Tire & Auto

  11843 Kemper Springs Dr Cincinnati, OH 45240-1641

  
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  XPress Pro Tire & Auto

  9326 Colerain Ave Cincinnati, OH 45251-2012

  
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  XPress Pro Tire & Auto

  5410 Glenway Ave Cincinnati, OH 45238-3425

  
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  XPress Pro Tire & Auto

  3015 Reading Rd Cincinnati, OH 45206-1120

  
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  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: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!! Then the general manager calls **** and is very hostile demanding more funds to fix the original issue instead of giving us our money back I do not want to do business with them at all and I have phone conversations and recordings conversations with the guy at the store

  Business Response

  Date: 10/03/2022

  This was refunded to the customer in full. Thank You 

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had brake work done to my car in the amount of $1400. I was told that two components were bad, the master cylinder and the booster. I was not having booster issues when I dropped the car off. I agreed to the repair due to being told that both pieces were bad. Subsequently, I noticed that there were still issues with the car and called back. The next day, I brought the vehicle back to be fixed again. I asked the manager why the booster had been replaced. He explained that it had been contaminated by brake fluid. I told him that fluid contamination does not make the part bad and that I wanted the old part to verify that it still functioned properly. The car was repaired and I left. Within 200 miles, the issue started again as well as another replaced part failed. I called the manager again and he told me to bring the car in yet again. At that point, I had the district manager get involved. He offered to get the car fixed this time but did not want to refund the the money for the good part that was replaced stating that it was the industry standard to replace the booster when the master cylinder was replaced. I asked him to verify the standard. He quotes the Motorist Assurance Program as the industry standard utilized. Upon further review, I informed the district manager that the MAP standard does not "require" replacement under those conditions and asked to be refunded the parts and labor for the "good" part that was replaced. He refused, completely ignoring the industry standard that he himself quoted and then tried to muddy the waters with some other news articles. The resolution would be for Car X to refund the roughly $750 for the part and labor that they replaced in error

  Business Response

  Date: 07/29/2022

  *** ****** did have brake work completed at our facilities which required replacement of the brake booster and master cylinder. *** ****** was unable to fix his brakes after attempting to repair them himself according to the information given. After inspection we found the master cylinder was not building pressure and was low in fluid. After further diagnostics, we found the master cylinder was leaking internally into the brake booster. (these parts are mounted together) We recommended replacement of both the brake booster and master cylinder. *** ****** requested his old parts which we provided to him after service. *** ****** did have to return to our location after the repair to have the system bleed again. There was still air trapped in the system. After the bleeding procedure *** ****** went on a trip where he noticed a hissing noise after applying the brake. The booster which we installed had an issue creating an audible noise. *** ****** brought the vehicle back to our location and requested his original booster to be installed on the vehicle. We refused to do so since the booster was contaminated with brake fluid and the industry standard is to replace both the master cylinder and brake booster when this failure occurs. *** ****** challenged this and we explained we follow industry standards and cited Motorist Assurance Program as a credible source for standards of repair. In addition, we have sent several articles from ***** * ***** end, **********, and ****** confirming the recommended replacement of the brake booster. We proceeded to expedite and warranty the faulty brake booster. *** ****** sent an email confirming the vehicle had been fixed and demanded a refund for the brake booster as he felt the part did not require replacement. We denied refunding *** ****** for the brake booster since the repair was necessary. Vehicle safety is paramount and the braking system is one of the most critical safety concerns with automobiles. I have attached several articles confirming this practice along with a deeper dive into MAP (Motorist Assurance Program) recommendations that was not originally provided until now. Please see the attached article snapshots which all confirm the recommended repair Car-X performed. We have also reached out to a local dealership asking for a written statement confirming this repair. When we receive this, we can provide that as well.  We hope *** ****** will understand why we replaced this part and that his safety is the forefront of our concern. We stand by our repair and our warranty. Best Regards 

  Customer Answer

  Date: 07/31/2022

  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.

   

  First and foremost, I did not attempt to repair the vehicle on my own nor did I discuss it with anyone and any assertion by Mr. M***** that I did so is patently false.  Had I had the time to do the work, I assure all that the work would have been performed properly the first time unlike my experience at Car-X.  Mr. M***** has admitted that his business failed to bleed the brakes properly the first time requiring another visit.  This, I assure you, is a much worse problem than an alleged failed brake booster so Mr. M*****s' argument that his outfit holds my safety in the highest regard is also untrue.  The articles that Mr. M***** presents, if read carefully, are full of "may" and "could" which is far from definitive proof and I see no scientific evidence presented in any of them.  The Motorist Assurance Program, which Mr. M***** and Car-X as an organization hold as the industry standard, has the final say on the matter.  Mr. M***** has not presented any evidence that the MAP "requires" replacement of the part in question under the particular circumstances with which his team deemed the part "bad".  Any evidence that Mr. M***** presents that is not from the MAP, whether it be from a news article or a dealership, is suspect and to be discounted.  For the record, the old part, which I have, works properly.
  
  
  Regards,
  
  
  
  *********** ******