ComplaintsforCar-X, LLC

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to CarX to have my car inspected. They inspected it and charged me $168 and then told me that they had fixed it, and they asked me to drive it, and that if I have any problems to bring my car back to them and that they will fix it for free because they give a one year warranty on repairs. But I had to bring my car back again than they told me it was something else, then told me everything was fine. But I had to come back a third time cause the problem still persist. And then I came back two more times. They continue to tell me different things was wrong. During one of the times I came back I was told by the manager that they have to do a process of elimination.I came back to this CarX 4 times. And the problem has never been resolved. They waisted my time and had me driving a car back and forth that was unsafe for a senior with a disability. Therefore I am requesting for refund of my money Because I feel I was manipulated. After they supposedly fix my car, they sent told me it was fine and requested that I drive the car around. They replaced my thermostat and bleed out the system then charged me an additional fee of $53 and to let them know if I have any other problems. But I had to take my car back a 3rd and 4th time. I feel Ive been manipulated and I would like a refund of my money so I can go elsewhere and find someone whos capable of working on my car and is truly knowledgeable in auto tech. unfortunately this speaks volumes about this CarX shop, and Im shocked to know that CarX will permit this type of situation. My hope is to receive a refund of my money because I feel manipulated. If I do not receive a refund of my money, I will be forced to file a consumer lawsuit for incompetence against a senior with a disability. This happened at the CarX Store on ************************************************* The manager there is ***************************. ********* who worked on my car twice is *****************************. It is my hope to resolve this issue in a positive manner.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction: July 3, 2024: The Car-X on ******************************** is horrible! The assistant manager, *************************** and the manager, ***************************, are the two of the worst men Ive ever met in my life! They were rude, disrespectful, and just downright NASTY. The one named ******* just sits at the counter looking like a whale. And the other one, ******, might have failed a few grades.he just seemed so ignorant. They are a poor representation of the company and they both need to be fired ASAP! ****** said I needed an intake manifold when he knew my car only needed a speed sensor. A sensor! They put me through h*** just to get a part that I didnt even need. They had me order outside parts knowing that they werent supposed to do that. They did not test drive my car after they were finished. When I got my car back, it had a rough idle, it was reving on its own, and my check engine light was still on. Another shop told me that there was a missing piece from the manifold and that it was done correctly. So, I had to pay another car shop to fix my car. And ****** still hasnt called, as promised, about fixing my car. But thats okbecause karma is real and they will be dealt with. I will be filing a lawsuit for wrongly diagnosing my car and not fixing it. Theres only one halfway decent mechanic working. And he dont even know how to connect a starter back on your car correctly! Ridiculous! I paid Car-X $1200 to fix my car, but they did not do that! So, I need my money back! Because I paid for nothing! I had to go somewhere else because not only has ****** or ******* not called me about repairing my car, I had to go somewhere else...to mechanics with actual skills and expertise. GIVE ME MY MONEY BACK!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took my car ro CarX on June 3. They placed it on the hoist incorrectly, causing $2626.04 (current estimated cost -- which may change). Car is currently being repaired. I have called and sent emails to District Manager to no avail.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had new tires installed on April 23, 2024. All the lug nuts were over torqued and one had to be replaced. Two tires were installed backwards (tread arrows pointing wrong way) and had to be remounted. These problems were discovered by my regular mechanic during a routine oil change two days later. I had him do the repairs as I did not trust Car-X due to their poor work.I went to the ************ and showed them the written report from my mechanic. They stated they would file a complaint on my behalf. I also contacted ***** and opened a case. I emailed my mechanics bill to them. I have never been contacted or received a refund from Monro/Car-X.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Went into the East 53rd location in ********* for a tire rotation. As far as I know, they rotated the tires. I asked them if they could tighten my parking brake because with a manual transmission, the parking brake is not only necessary to have but is pertinent in making sure the parked vehicle stays where its supposed to, without rolling. They told me that I would need to replace the back left caliper and that my rotors were in bad shape. At this point I still didnt trust the shop to do it but I ended up getting the parts replaced. Made an appointment to now get my parking brake tightened and now we had a whole other issue due to the reason why they couldnt do it. Not only did I waste an hour and a half of my time, they dont specified that my parking brake cables were stretched and I would need to replace them so they could perform the job. How is it that they didnt specify that the first time when only the caliper was the issue? Are they just trying to nickel and dime customers? They also quoted me itd be $50 when I tried to get it done the first time and when I went back only a couple weeks later, they told me $80. Then said they could do it for $60. What kind of bad business practices is the company trying to pull? I would highly suggest anyone who thinks that going to them is a good idea, please think again and go somewhere else. You guys should be ashamed of yourselves and Im just really disappointed in the manager, workers and company as a whole. I asked the manager if he could speak to the mechanic who checked out my vehicle the last time when he couldnt complete the job and he acted like he couldnt do that for me. Just shameful and wrong. Do better. Whats really crazy is that only a few days later, I ended up going to a shop that had been recommended to me locally based, they were able to tighten my parking brake and did it for less than Car-X quoted me and DID IT WITHOUT REPLACING THE PARKING BRAKE CABLES. Isnt that just crazy? Whodathunkit.

  Business response

  08/07/2024

  *********************, District Manager for Car-X, spoke to ******************** today.  He explained the issues to the guest, and she was satisfied with the response.

  Customer response

  08/07/2024

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

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Car x in February for a proper diagnosis of my vehicle because it was overheating. They diagnosed my car and was told my coolant reservoir was the reason for it overheating. I was told that the car was sucking up antifreeze like crazy, as soon as they put it in. So I got the reservoir changed as I was told, paying $850. Upon picking up my car, the front guy named *** told me a price that was over exceeding what me and the manager at that location talked about(******). I snapped about the price saying that the price that he just gave me was not what me and ****** talked about. He adjusted the priced to what I was told over the phone. I left with my car and less than a few weeks later it started to overheat again. I took back up there. The 2nd time taking it up there, *** was rude and its as if they didnt even look at my car. I picked it up within a few days. After picking it up, it was over heating off and on. I was told that my car wouldnt overheat after fixing the problem. I was wrong, I ended up taking it back in May for the same exact issue! The car ended up dropping on me in the eway. I had been constantly putting in antifreeze after the fact they had supposed to fixed the reservoir. This last time they had my car for a month. I had to keep constantly calling them about my vehicle thats just sitting. 3 weeks later they tell me that my engine is gone. I had bought a brand new battery from autozone and placed it in the back on the floor. When I finally got my car towed back the battery was in the same exact place as it was exactly how I left it so theres no way possible that they couldve installed that to properly diagnose my car. They cannot jumpstart a car without a battery installed. It never got installed. I contacted the district manager(*****) twice already since my second time and simply asked for a refund for the work that it seem like they never done or least did not properly diagnose my car as they should have. I want my $850 back

  Business response

  08/12/2024

  Vehicle is repaired. Customer satisfaction per DM

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of service: 5/24/24 Type of service: tire change On 5/24, I took my Royota 4runner to Car X on *********** in ******* to have them remove my rear passenger tire after finding a s**** in it. I had them replace my tire with an identical tire. After 3 hours of waiting, the job was done and went home. That is when I noticed my entire rim had been stripped all the way around the tire thar was replaced. There was exposed metal and it was ruined. My tires are large and the rim cost me $300+. My tire pressure light was also on, which was not the case before going there. I went back to make them aware and get a resolution. The Manager, *****************************, was there and explained to me what happened, confirmed it happened when the tire was replaced, and said he would take care of it and contact the district manager. Also said he would call me within the next few days. I did not hear from him. I called on three different occasions and only got ahold of him one of those times. He said his district manager was covering another store in ** and not to worry, that he had not forgotten about me. Fast forward to now, still no resolution. I left a ****** review to share my experience and all they said was to contact customer service. So, here we are, no calls back, no resolution, completely being ignored. I need reimbursement for my rim they ruined and to get this resolved ASAP.

  Business response

  08/12/2024

  DM resolved the customer service issue. 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my car here for a long time and have always had a positive experience. I kept going there because I was a single mom and they never appeared dishonest. I brought my car in a few days back because my brakes were a little squeaky. They replaced my brake pads- all good. I was in my car for literally 30 seconds and all of these mechanical errors started popping up. So, within 2 minutes I brought it back and they said "not our problem. I went through the sheet of service and they did an inspection- no mechanical issues- everything was good, but now every sensor light I had was on. They cleared out the sensors and said it was good to go. Again, 30 seconds down the road and all the mechanical lights turned on. I take it back and again, they say, "not my issue." They then tell us they are going to do another inspection- they come back "it wasn't us." They are now telling us we have to pay to have the "free inspection" they originally had done. I brought this in for a mechanical issue (the brakes) and now we have all of these electrical problems that were not there upon sending into the shop. They keep denying any kind of liability and they are referring us to "corporate." I'm sure that will go over well... $1,110 for a new issue that they caused and has to be fixed. Do not take your vehicle here. Before I brought my vehicle in with zero mechanical errors- upon receiving:-Trailer stability assist problem -Hillstart assist problem -vehicle stability assist problem -antilock brake system problem -Power steering system problem ....and after $1,100 they say "not my issue after driving it off their site- 30 seconds down the road. Shady business

  Business response

  06/10/2024

  Dear BBB,

   

  Additional information is needed in order to move forward with this claim. 

  Please provide the location where the guest had their vehicle serviced.

   

  Thank you

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

  Car-X LLC

  Business response

  06/12/2024

  This email is our response to *************************** and our store in *******, ***  ******** did not provide requested information but I was able to get the information I needed to move forward with her complaint.  As it turns out, we are at fault on this one and have issued a refund for $1057.  Additionally, our Regional Manager will be reaching out to her.

   

  Sincerely,

   

   

  *********************** | Customer Service Manager

  Car-X, LLC

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

  Work: ************

  ********************************** | carx.com

   

  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had car towed (1st tow) to ****** location on 5/13/24 for NO start. Car diagnosis was performed/fuse replaced. Picked up the car that afternoon only to be stuck with NO start again the evening of 5/13/24. Towed back to to ****** location (2nd tow) that same evening since obviously the car was not fixed or diagnosed correctly. On 5/14/24 now the Moline location informs me they don't have the technology or knowledge to correctly fix the vehicle and they suggest having the car towed from ****** to their ********* location who has better equipment and expertise for any "electrical issue". Car towed again (3rd tow) from ****** to CarX ********* where the technician stated he did a complete diagnosis and that the Moline location had replaced the wrong fuse...obviously. Car was finally fixed at ********* with replacement of the Main Fuse. NOTE* At Moline, Relay AR282 was replaced which is apparently a blower motor fuse which is the wrong part and did not fix my car. Obviously not the fix since the car wouldn't start 2 hours later. I feel like they just did what they could to get the car running a the moment and out the door without getting to the actual root of the problem. Now when it comes back on them, they suddenly don't have the expertise and suggest I take it to *********. I have called several times and spoken to the employee ****. He agrees the repair was not performed and stated he has approved me for a refund on his end, however every time I call back for a status he has no answers other than he has to check with the district manager?The technicians at this location were incompetent yet still felt the need to charge me for a diagnosis and false repair which is a deceptive business practice.

  Business response

  06/06/2024

  Dear BBB,

   

  I apologize for the delay in responding to this complaint.  We are processing a refund for ************** in the amount of $223 plus change.  However, it will take ***** days to receive this.  If she does not receive the refund in the anticipated time frame, she should call our store manager in Moline for assistance.

  Sincerely,

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

  Car-X LLC

  Customer response

  06/12/2024

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yesterday I visited Car X in ****** Palatine, the manager ***** told me that my ***** CRV 2018 is a Junk and that they wont do the the tires rotation, they drove my car to the front of the shop office and gave me the keys, I thought they didnt work with my car based on what ***** said, then a little bit later ***** was calling me threatening me that he will call the police if I dont comeback to pay I told him if he will take the payment at the phone he said not I said ok that I will go to pay but he was calling and calling and I was busy so I decided to block him, he call the police and tell the police that I didnt want to pay I never said I wont pay its just that I have stuff to do and its not my fault that he was so worried and being RACIST AND RUDE WITH ME AT THE ***** OF THE OTHERS CUSTOMERS that he forgot to ask me to paid and what he did to the car I been contacting the lady that is supposed to receive my complaint but she doesnt answer or return my calls.Please keep in mind that refused to do the tire rotation because my car is a junk

  Business response

  05/17/2024

  Dear BBB,

   

  **************** brought his 2018 Honda CR-V to our location for an oil change on 5/14.  He was greeted at the front counter by the store manager and the process of checking the customer into the computer was initiated.  The customer was presented with the estimate for the oil change and given a price of $56.41, to which he agreed and signed. During the oil change the manager informed **************** that his tires had no tread left and that they should not be rotated. He was informed by the manager that if he still wanted them rotated, we could but that it was not recommended.

  When the oil change was completed and the vehicle was pulled outside, **************** left without paying for the service at the front counter with the store manager.  The store manager called **************** and politely left a voicemail that he would need to come back to the store and pay the bill.  When the customer called back, he asked to pay over the phone with a credit card.  He was informed that we cannot take credit cards over the phone.  **************** then hung up on the store manager.  Our store manager called the customer back an hour later again asking him to come back and pay the bill otherwise we would have to take further action.   When out store manager did not hear from **************** he contacted the police. **************** returned to our store after the police made contact and paid his bill on 5/15/24.

  Our investigation of this incident shows the customer was never informed we did not work on his vehicle, and that the services we requested payment for were completed in full.  Car-X **** and Auto considers this case closed and feels no further actions are necessary.

  Sincerely,

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

  Operations ******************* **** dba Car-X **** and Auto

   

  Customer response

  05/20/2024

   
  Complaint: 21716211
  
  I am rejecting this response because:
  The store manager never told me he worked on my vehicle instead he said when my vehicle was being pulled over that I was all set and the technician gave me the keys, also when the manager said to me I had to come back to pay I ***** said not I told him I will but that I was busy.

  I want my money back asap.

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

  Business response

  05/23/2024

  Dear BBB,

   

  Our response stands as previously stated.  There will be no refunds issued.  We have saved video surveillance that shows **************** authorizing the oil change to be completed for the $54.61 he was charged.  The store manager never informed the customer that we would not perform any work on the vehicle.  The only statement that was made was that the tires needed to be replace and that we would not be rotating then that day.  **************** had a clear visual from the waiting room through the window that the oil change was performed.  Our investigation is final and the services the guest paid for were completed in full.  Car-X **** and Auto considers this case closed and feels no further action is necessary.

  Thank you

   

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

  Operations *********************** dba Car-X **** and Auto

*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. ↩