Complaints

• Initial Complaint

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent a lot of money at Car in the last year. Told me I need to replace the transmission. I replaced the transmission about $4000 guaranteed for one year ****** miles. Its not less than a year in about 5000 miles. Theyre telling me they wont honor the warranty Saying that theyre gonna charge me $1700 to fix the transmission to this. I brought it in last month. They sent some guy out to listen to it. He hears it goes back into the office. They come out and say they dont know or hear anything replace my motor mounts I did it thats another $1300. That should take care of it didnt Theres a lot of flaky stuff going on over there. I want my transmission money back cause not honoring the warranty thats about close to $3700. They said theyll get back to me. They keep sliding me dont call back. Its terrible. Ive never been treated like this ever like I said Ive been going a long time. Something has changed something crooked , I have a car with a transmission problem that did not honor the warranty stated its less than one year less than ****** miles to somebody corporate headquarters said no that shouldnt have to pay the labor to get that fixed the course they transfer me to this manager hes gonna take care of it. He never took care of it either , so please if somebody could help me with this Im being ripped off. I dont like to use that harsh word but its terrible that they dont honor their warranty.

  

  Business response

  12/03/2024

  Customer had a used transmission replaced and believed it had a 1-year warranty verses 90 days. **** ****** has offered to stand by the 1-year warranty, but the customer would be responsible for additional charges and labor to install. Location is working with the guest to resolve his concern. 

  Customer response

  12/05/2024

   
  Complaint: 22616714
  
  I am rejecting this response because: I should not have to pay any additional charges
  
  Sincerely,
  
  Don ******

  

  Business response

  12/20/2024

  Customer was offered a warranty on the transmission and would need to pay the labor. Customer declined offer and sold the vehicle to a transmission repair shop. Since the customer no longer owns the vehicle, and the transmission warranty was not transferable, this case is closed. 
  Thank You

  Customer response

  12/23/2024

   
  Complaint: 22616714
  
  I am rejecting this response because:
  Car X delayed for at least two months to resolve the situation. They were avoiding me with no resolution. I need a car to drive a safe car. I sold the car to someone that can better deal with the situation that carx put me in nevertheless, avoiding a warranty and that I sold my car is no legal liability to get out of a warranty if this wouldve been corrected in a timely manner I wouldnt have had to sell my car  !!! The corporate office push it on to the district manager. The district manager was no help at all ,the worst !!!  I spoke to the **************** and district manager and the manager of car they they failed to realize or *****  that when a vehicle is under warranty its under warranty and cant wait two months which is not a reasonable time to correct the situation. Worst experience ever dealing with a repair shop. 
  
  Don ******

• Initial Complaint

  11/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 77 year old mom (limited income) ***** ****, recently got her car serviced on November 5 at Car-X ************************************* Her car was inspected by ****** ***** and the service manager was ******* *******. My mom was informed by the service manager that she needed four new tires because the tread was worn down. She also received a service report stating insufficient tread thickness, replace all four tires. She has a newer car, Nissan Rogue, with only 20K miles on it. When she asked the service manager why she would already need new tires, he said the vehicle manufactures put cheap tires on the car that dont last long.The tires are Falken Sincera SN250 A/S tires with a ****** mile limited tread wear warranty.. We had someone else look at the tires and they said she absolutely does not need new tires. Recommending 4 new tires that are end needed is a shady and possibly fraudulent business practice.

  

  Business response

  12/12/2024

  Director of Operations **** ****** has been notified of the customer's concern and will contact them directly to address any questions they may have. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint occurred on Oct 30, 2024. I had scheduled a new brake job at the car x in fond du lac wi on my 2013 **** explorer. Also had an oil change completed and a tire rotation. We dropped the car off. I was told it would take three or four hours to complete the job. I went up to *********** to see my son at school up there to have lunch with him while the car was being worked on and during lunch my son told me that car x had mentioned to him that there was an issue with the rear suspension that would need to be replaced and we could address it later down the line and thats all they told him. I was OK with that. I understand shocks go bad in vehicles, it wasnt until the brake job was done and they called us to come pick up the vehicle that I went to the shop paid for the brake job paid for the tire rotation paid for the oil change and I was at this time that the gentleman at the desk told me that there was an issue with the frame as well with the subframe, and he explained to me that the subframe was rusted out and cracking and needed to be replaced. I asked him a bunch of questions about the Frame what would happen if it wasnt replaced what does the subframe actually do etc. and explain to me. Based on the conversation with this gentleman, I came to the conclusion that the car was no longer drivable, and the amount it was gonna cost to replace a subframe was not worth it due to the value of the vehicle my problem is is that they knew the subframe was junk prior to install the brakes. I never once was told before the brake job was done that the subframe was junk and need to be replaced and they went ahead and did the brake job disregard the safety of the vehicle. If I wouldve known that, the subframe was broken and need to be replaced. I would not have done the brake job and I wouldve taken the vehicle and sold it to a junkyard. I asked for a refund on this information and they refused to refund me. They said basically to bad. Im looking for a refund.

  

  Business response

  11/15/2024

  ** has been notified and will contact the customer by *****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/26/2024 I took my car to Car-X on *************** **********, IL *****. My engine was overheating when my car was in park or idle, but when I drove my car my engine did not overheat. When parked, I noticed the reason for my engine overheating was because my radiator fan was not turning on. I told the repair technicians at Car-X that my radiator fan was not turning on.. Their repair technician never checked my radiator fan, and instead told me I had 2 hoses that were leaking, a bad thermostat housing and my *** Sensor needed to be replaced. I unfortunately let them do the repairs, when done the technician said my heater works now. That was never the problem. I had the same problem once my car was returned to me. Also they never sent me pictures of the repairs that needed to be done. Out of curiosity I called ******* ******* because with the powertrain warranty I had my engine replaced no more than 3 months before this incident. They told me that parts that attach to the engine such as the Thermostat and the *** Sensor were new and not the original parts that came with my car. They did an all point inspection on my car and all the heating and coolant hoses were in good shape. I find it hard to believe that any of the parts this place replaced needed to be replaced. I'm upset that they never checked the obvious after I told them what was going on. They never once checked the radiator fan. I would think upon inspection they would notice the fan did not turn on. Instead they either guessed what the problem was or they literally scammed me. They literally replaced new parts and told me they were broken when they were not broken. I paid them over $1200 to fix nothing and replace parts that were good. I certainly would like a full refund for this. I have attached Car-X invoice, ******** engine replacement invoice, and *******'s all point inspection report as proof. If need i will supply the invoice for my radiator fan that was replaced at a different auto shop.

  

  Business response

  11/15/2024

  Complaint forwarded to DM ***** to resolve. The customer will be contacted by *****

  Customer response

  11/22/2024

   
  Complaint: 22501293
  
  I am rejecting this response because: This has not been resolved yet. I have spoke with ***** on 11/19/2024, and he asked me to send invoices from Car-X, and the car repair shop that I chose to have my radiator fan replaced at. I have not heard back from him since that day. Therefore this is not resolved yet. Also he was not very pleasant to talk to, and I felt he talked to me in a condescending way. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  11/23/2024

  To Whom it may concern:
  
  
  ***** ****** brought his 2018 ******* Elantra in for repairs on 6/26/2024 due to overheating issues while the vehicle was in park. The issues were identified as a faulty coolant temperature sensor, thermostat, and leaking hoses and hose clamps. After the necessary repairs were completed and tested, the vehicle was returned to the customer without any overheating problems. However, nearly four months later, the customer filed a complaint with the ******************** regarding the vehicles overheating issues.
  Car-X **** & Auto has explained that the repairs were performed as authorized and that the vehicle had no further overheating issues at the time of return. They also mentioned that they did not hear from the customer regarding any issues until the ******************** complaint was filed. Car-X stated that they offer a 12-month/12,000-mile parts and labor warranty, which would have covered any issues arising from the repairs if the customer had returned to the shop. However, the warranty was voided since the customer sought repairs from another shop.
  Car-X feels that the complaint has already been resolved and sees no need for further action, as the vehicle was repaired properly at the time, and the warranty coverage was not utilized by the customer.
  
  Sincerely,
  
  
  **** ******
  Operations Manager
  ********** d.b.a. Car-X **** & Auto
  Office: *******************

  Customer response

  11/25/2024

   
  Complaint: 22501293
  
  I am rejecting this response because:

  Car-X repaired parts that were only three months old. They unnecessarily repaired the Thermostat, the Engine coolant sensor and hoses. My car engine was replaced through my ******* warranty, and parts on the engine such as Thermostat and Engine coolant sensor were replaced. Also my hoses were inspected and in good condition. I sent that paperwork as proof, and CAR-X is not recognizing it as valid i guess. If the manager on duty and the technician had listened to me when I took my car to Car-X they would have checked the radiator fan. I told them it was what i thought the issue was. But they never even checked the radiator fan, it should be obvious to notice it was not turning on when my car was running in idle. Even me who is not a mechanic in any way could figure out the problem. I obviously did not want the problem fixed at CAR-X since I felt they were incompetent. So I had this fixed at another repair shop. Also contrary to what was stated, I did take my car back to CAR-X shortly after I knew this was not fixed. They did say it was the radiator fan at that time, but they still wanted to charge for labor. I certainly had lost my trust at this point. Therefore this was not fixed at CAR-X. I did not want to complain about this. It is why I did not send a bad review or complaint to the BBB right away. Honestly I just can't get over this experience with CAR-X, so i needed to file a complaint. I don't want to contact a lawyer, but if this continues to be a back and forth between me and CAR-X with no resolution, then I will contact a lawyer. What CAR-X did was wrong, and they are making excuses to not resolve this now. It is how I feel.

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my concerns regarding a serious safety issue that occurred following brake repairs performed on my vehicle at your location on October 17th. The brakes and pads were replaced, and I trusted that the repair was completed with the highest safety and quality standards in mind. However, on October 18th, while driving on the interstate and exiting, my brakes failed completely as I approached a busy intersection. The experience was not only frightening but also put my safetyand the safety of others on the roadat extreme risk.I appreciate that Car-X covered the cost of towing and corrected the repairs. However, I feel compelled to highlight that an apology alone is not sufficient to address the impact of such a critical oversight. Brake failure is an incredibly dangerous issue, and the implications of what could have happened are profoundly unsettling. I believe its important to ensure that other customers dont experience the same issue, and I strongly urge Car-X to review its quality assurance and safety checks thoroughly.I trust that Car-X values customer safety and will take the necessary steps to prevent similar issues from occurring in the future. I look forward to a response that demonstrates Car-X's commitment to safety and reliability.Thank you for your attention to this urgent matter.Sincerely,******* **************** *******

  

  Business response

  10/28/2024

  District Manager has been notified and will contact the customer.

   

  Customer response

  11/05/2024

   
  Complaint: 22481831
  
  I am rejecting this response because: I never received a response from them.
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/15/2024

  Escalated to Zone Manager. Will contact customer by *****

  Customer response

  11/19/2024

   
  Complaint: 22481831
  
  I am rejecting this response because we never received any communication.
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/19/2024

  Case #******** ******* ******* (Response)
  Spoke to customer and he explained his concerns. Location fixed vehicle. He is not happy that nobody from MONRO responded to his complaint. We apologized on behalf of *****.

  Customer response

  11/19/2024

   
  Complaint: 22481831
  
  I am rejecting this response because I have not received an apology. I keep getting a push around. This was a serious event that happened and could have killed my soon to be wife. I shouldn't have to contact BBB to get an apology and then not even receive one. 
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/20/2024

  I ******* ******** personally spoke to ******* ******* on Tuesday November 19th. I left a message on his voicemail at 11:54 am and he called me back at 2:24 PM. 
  Any questions or concerns please dont hesitate to call me back. 
  Thank You

  Customer response

  11/20/2024

   
  Complaint: 22481831
  
  I am rejecting this response because: I do appreciate the phone call. However, I was lied to stating they tried to contact me before. All in all, I am horribly disappointed in CarX between the issues with the car and now the dishonesty of the manager. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got an oil change in late September at the **************** location, prior to driving out of town. Once I got back I noticed noises coming from my engine, so 2 weeks later, took my car to my Kia *********** Paid over $200 and only to be told that my car had absolutely no oil in it. My engine couldve been ruined due to this! I reached out to the Car-X location to file a complaint and it just so happens to be closed permanently. So I took the next step and went to a Car-X in a surrounding area. Filed a complaint, provided my documents and receipts and I have been given the run around. This needs to be addressed asap. I will not be returning nor referring to this company. 

  

  Business response

  11/04/2024

  Complaint forwarded to **** ******. He will contact the customer and get this resolved. 

  Thank You,

   

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the Car-X location in ************ IN at ************ Sunday September 29th around 9:30 am where I was told initially that the oil change package that I purchased through Groupon could not be redeemed because of the type of oil my car required which is incorrect, i could have used a partial synthetic oil, I just can't make a habit of it. After purchasing the full synthetic package I was advised that the services I needed were not able to be completed because they didnt not have the tools needed to remove the bolt to perform the oil change. They advised me to go to Car-X in Portage IN. I then traveled 30 miles to Car-X located ***************** where I was advised that they are not part of the franchise and can not honor the Groupon. I had to pay out of pocket for the services to be completed. I do not have the names of these employees in ************. I emailed the corporate offices of Car-X while waiting for the oil change and I am currently waiting for a reply. I have also contacted ******* to refund me for the orders and am waiting for resolution. two orders Groupon order number ********** $31.99 and ********** $69.99

  

  Business response

  10/17/2024

  ** notified for customer complaint.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 08/06/24 I went into Car-X ***** ***************************I went in for new tires. I bought 4 new tires. Not two months later the passenger front tire has a bubble in the tire. I shouldnt drive with a bubble in the tire. I go back to Car-X and was told the tire will be there tomorrow afternoon. The tires are defective and it is showing. The cashier and the mechanic get mad at me because Im mad that I have to drive like this! I believe they could have sent for that tire, but because its free they didnt want to do it. Poor customer service.  

  

  Business response

  10/17/2024

  Customer was advised to return to the store the following day for a tire replacement. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug. 8, 2024, I was contacted by ****** *******, the manager at Car-X on ***************************************, saying that I would receive a refund for $1,249.39 back onto my account in 7-10 business days. However, as of Oct. 1 2024, I have not received the refund. Why would he call me saying I'm going to get a refund, but I HAVE NOT RECEIVED MY REFUND. It's been over 30 days. I don't know what kind of games this business is playing, but I am going to get my money back! They are not getting rid of me until I get my money back. *** already filed a complaint about this matter with the ************************. This location needs to be shut down immediately!

  

  Business response

  10/17/2024

  Customer received refund via check on 9/23/2024 per district manager **** ******. 

  Customer response

  10/18/2024

   
  Complaint: 22363444
  
  I am rejecting this response because:
  I did not receive a check in the mail. I have not received a check in the mail, as of October 18, 2024. I have not received the refund via direct deposit either. I dont know what kind of games this business is playing, but Im not stopping until I get my money back! 
  Sincerely,
  
  ******** *******

  

  Business response

  11/19/2024

  Case# ******** & ******** ******** ******* (Response)
  Spoke to customer and she received refund on November 1st. Both cases are resolved
  

  
  

  Customer response

  11/19/2024

   
  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. I hope this never happens to another customer. The ************ location needs to be shut down ASAP! 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Car-X to get the tires balanced and rotated. Upon getting the vehicle back, the tires were even more out of balance and would barely hold the road.I took the vehicle to another shop who rotated and balanced the tires correctly. They stated there were excessive wheel weights put on the vehicle along with old wheel weights that were not removed. Car-X in ********** has my documentation.  

  

  Business response

  09/22/2024

  Customer complaint forwarded to district manager for review. DM to contact the customer 

  Customer response

  09/23/2024

   
  Complaint: 22316721
  
  I am rejecting this response because:

  When I initially went back to CarX and showed them a copy of a receipt from the other shop that fixed the vehicle, the workers told me I should have brought it back there.   They said they would talk to the manager.

  I called at 7:00 PM and spoke to the manager about the issue and he said he was not going to issue a refund that night because they were about ready to close and that we would have to discuss it on Monday.   I felt he was rude about this and asked why because I had provided him documentation from the other shop.   He said no, not until it was discussed further.   I decided to turn this over to the BBB at this time.
  
  Sincerely,
  
  Neil Foor

  

  Business response

  09/24/2024

  DM to contact customer. Escalated to Regional Manager 

  Customer response

  09/24/2024

   
  Complaint: 22316721
  
  I am rejecting this response because: they have yet to reach out to me regarding this issue.   
  
  Sincerely,
  
  Neil Foor

  

  Business response

  11/20/2024

  Left message with customer 11/19 @ 11:55 AM and again at 1:55 PM

  Left message today 11/20 @ 10:55 AM and waiting for call back.

  Have no shop # or location to resolve complaint. Requesting for this to be removed. 

  
  

  
  

  Thank You,

  ******* ******** | Director of Franchise Operations & Training

*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. ↩