Complaints

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:12/19/2024

  Type:Product 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.

  Ok I pay for elite membership with caradvise. With that comes roadside assistance from urgently. The first time I tried to use roadside assistance it was around the first week of sept. When I tried to use it because my tires went out. They (urgently) told me my membership expired. How and I have been paying every month.. even when I pay it should be active thenthere is no reason why it should not work. I dont believe it ever works because everytime I try to get roadside from urgently who goes through caradvise they tell me my membership expired. So if it I expired and I have been paying, and I cant get my services I paid for, I want a refund for the caradvise membership Well today, 12/19/2024, a tire bust and I tried to use the service for roadside assistance. ******** a *** told me my membership expired. I asked to speak to her supervisor. ******* and I informed her situation. No one tried to even help me nor try to even see if there was something that I can show them that I am still an elite member of caradvise

  

  Business Response

  Date: 01/15/2025

  Case #******** *. *****
  Thank you for reaching out to share your experience. We want to sincerely apologize for the challenges and frustration youve faced in attempting to use the roadside assistance service included with your CarAdvise Elite membership. This is not the experience we want for our valued members, and we deeply regret the inconvenience this has caused.
  First and foremost, your membership status should reflect your payments, and your benefitsincluding roadside assistanceshould have been accessible without any issues. We completely understand how disappointing it must have been to be unable to use the service when you needed it most.
  We are reviewing your account and payment history to understand why your membership status was incorrectly reflected as expired. We will also work with our roadside assistance partner, Urgently, to ensure their records align with ours moving forward. Given your repeated difficulties accessing a core benefit of your membership, we are have already processed a refund of your membership fees of $35.94, for the impacted period. We will also assure the correction of your account to ensure your Elite membership is active and benefits are properly reflected in all systems. We truly appreciate your patience as we work to resolve this issue. We value your loyalty and are committed to making this right and hope we can restore your confidence in CarAdvise and deliver the level of service you deserve. Thank you for your patience and for giving us the opportunity to address this situation. Please dont hesitate to contact us directly at ****************************************************************************************** if you have any further questions or concerns.

   

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment through Car Advise for service at ******** *********, **. When my wife arrived for the appointment on 11/16 she was told that the tech for the job was off until Wednesday and wed have to reschedule. The job needed completion sooner so we rescheduled it with ******** in **********************, ** for 1pm on 11/17. I received a confirmation on 11/17. Shortly after I received a message stating that ******** could not fulfill the appointment at that time and we would have to reschedule for 11/18 at 1pm. We couldnt do that so I contacted Car Advise by phone and explained my issues booking an appointment the last few days. I spoke with an associate named ******* and he said that hed call around to service shops to see if the job could be completed today. He called me back around 11:10am saying that ***** in ********************** could do the job but wed have to drop the vehicle off and wait. My wife took the car there at 12:10pm and was told they couldnt find the appointment. I requested a call back from ** and received it at 12:27. I asked to speak with a supervisor and was told the person I was speaking to (***** Chuduba) was one. I explained the issue with him and he said that he would reference my previous call, contact *****, and call me back. After waiting for an hour with no call to ***** or callback to me, my wife left. I requested another callback from CA and received one at 2:09. I asked again to speak to a supervisor and was met again with *****. I explained that I was expecting ***** to be called and to receive a callback. He stated that someone called ***** 20 mins ago (1:54pm) and was told we left. I told him that my wife waited over an hour with no call so she left. I also reminded him that I was supposed to receive a callback. He became extremely rude and impatient with me stating that hes not going to go back and forth with me. At that point I asked him for his name so that I could make a report to the BBB.

  Customer Answer

  Date: 11/19/2024

  I am unsure what you need with respect to a clarification. I have attached three separate receipts showing the booked appointments that I made. Part of my complaint was that I wasted my time going to shops that were suggested by CarAdvise only to be told that the repair couldnt be completed. I also need to speak with someone who can speak to the unprofessionalism of the supervisor who had my wife wait at the service shop for over an hour for him to contact the shop but didnt come until well after she left the shop. 

  

  Business Response

  Date: 01/15/2025

  Case # ******** *. ********
  Thank you for bringing your recent experience to our attention. On behalf of CarAdvise, I want to sincerely apologize for the frustration and inconvenience you and your wife encountered during the process of scheduling and completing your vehicle service. Your feedback is invaluable, and we deeply regret that we fell short in providing the seamless and efficient service you expected and deserved. We understand how difficult it must have been to face multiple rescheduled appointments, inconsistent communication, and a lack of clarity at the service locations. This is not the standard of service we strive to provide, and we take full responsibility for the breakdown in coordination. Regarding your interactions with our representatives, including ******* and *****, I want to assure you that your concerns about the communication gaps and tone during your discussions are being taken very seriously. Our goal is to treat every customer with respect, patience, and professionalism, and we apologize for any interaction that did not meet those standards.
  We are reviewing the handling of your case internally to address the specific issues you faced and ensure proper coaching for the team members involved. We would like to personally assist you in rescheduling and ensuring your next service appointment is confirmed and honored without issue.
  We are committed to improving your experience and ensuring this does not happen again. Thank you for your patience and for giving us the opportunity to address this situation. Please dont hesitate to contact us directly at ****************************************************************************************** if you have any further questions or concerns.

  
  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22568340
  
  I am rejecting this response because:
  
  I would appreciate talking to someone about my issue. Written communication is not enough  

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

  

  Business Response

  Date: 02/04/2025

  We have attempted to reach this customer and have asked them to call us regarding their issue. 

  Our phone number is ************ and our email is **************************************************************************************************************************************************************************************************************. 

  
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22568340
  
  I am rejecting this response because:

  I have not received any communication from the company. Not one call or voicemail. Sending emails or contacting the number provided put me in communication with people whole couldnt care less about my issue. That is not an acceptable response.

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

• Initial Complaint

  Date:10/18/2024

  Type:Billing 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.

  Got our credit card statement with a bill from them for ***** and have never even heard of them!

  

  Business Response

  Date: 01/15/2025

  Case # ******** *. *******:
  We appreciate the opportunity to address the concerns raised in this complaint. On November 28, 2023, a subscription with our business was initiated. This subscription was created through our online platform, where customers provide explicit consent to charges by completing the required payment details and agreeing to our terms and conditions. We maintain clear records of such transactions and communications. Additionally, our records indicate that the individual engaged with our Shop enrollment team, represented by a former teammate, regarding this subscription. This correspondence confirms their active participation and understanding of the subscription process. While we are confident that this transaction was valid and authorized, as a gesture of goodwill and to resolve this matter amicably, we have issued a full refund of $19.99 on November 18, 2024.We regret any confusion or inconvenience caused and remain committed to transparency and customer satisfaction. Should the individual require any further clarification or wish to review the transaction records, we would be happy to provide additional documentation to the BBB. Thank you for facilitating this resolution process.
  
  Thanks!

  Mandi

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date 7.20.24 Purchased a tire install via Cardvise. Post install the tires were installed poorly. The vehicle had serious vibrations due to lack of balancing of the tire which was part of install. Went back to Tires Plus, they wouldnt warranty Caradvices purchase. I reached out to ********* they pushed me to Tires Plus. I was stuck in the middle and both companys played the finger pointing game. For me to get results I ended up having to pay a second time to get my vehicle inspected and corrected. I had another set of tires installed with another online vendor like yours. They understood to fail and issued refund. Can you help please

  

  Business Response

  Date: 01/15/2025

  Case # ******** - *. *******:
  Thank you for reaching out to us regarding your recent tire installation experience. We sincerely apologize for the inconvenience and frustration you encountered. We take issues like this very seriously and deeply regret that you were left feeling stuck between CarAdvise and Tires Plus without a clear resolution.
  Its unacceptable that you had to pay out of pocket to address a problem that should have been resolved as part of your initial purchase. Our goal is to provide seamless service, and its clear we fell short in ensuring that your installation was completed properly, and that follow-up support met your expectations.
  We will immediately review the details of your case, including our communication with Tires Plus, to understand where the breakdown occurred and ensure this situation is not repeated. Should you choose to use CarAdvise again, our Tire Team will personally oversee your next booking to ensure a smooth and hassle-free experience.

  We understand how disappointing this experience must have been and appreciate your patience in bringing this to our attention. Please know that your feedback is instrumental in helping us improve, and we are committed to making things right. We genuinely value your business and hope to restore your trust in our service. Thank you for your patience and for giving us the opportunity to address this situation. Please dont hesitate to contact us directly at ****************************************************************************************** if you have any further questions or concerns.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22133422
  
  I am rejecting this response because:

  Understanding that you understand my position instead of offering a future hand holding experience and using my poor situation to help others.why not do right on the one that was not executed properly.? Why it offer and process a refund for your service?
  Unfortunately I do not want to play the role of the one that saved the rest. Id like to be refunded which should have been done from the get go when this was addressed to your team  

  I attached two images. 

  1. CarAdvise for $53.48.                                   (You) and what I was charged

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

  

  Business Response

  Date: 01/16/2025

  Thank you for bringing this matter to our attention. We regret to hear about your dissatisfaction with the response and would like to address the concerns raised.
  When you initially notified us that you were unhappy with the installation, we immediately offered to set up a follow-up appointment at the original installer, Tires Plus, to inspect and address the issue. It was explained that completed work IS covered under their warranty, and any concerns could be resolved directly with the shop. Additionally, we advised that bringing the vehicle to a different shop for service would not be covered under the warranty agreement. You stated that you had since moved and did not want to go back to the shop where the work was done.
  Despite our efforts, you chose to proceed with a different shop for inspection and service. We continued to reach out to you several times to follow up and offer assistance, but we did not receive a response.
  We take all feedback seriously and strive to provide solutions that are both fair and effective. Please know that we acted in good faith to resolve your concerns and stand by the processes in place to ensure quality service for our customers.
  If there are additional details or concerns, we are happy to address them further. Please feel free to contact us directly so we can assist.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22133422
  
  I am rejecting this response because:

   

  Thanks for the reminder on how ridiculously not Efficient CarAdvise is. 
  

  Tires Plus is a ******************* If I dont use your service and went direct any Tires Plus would have helped me remedy the issue. Unfortunately using you as a middle man just complicated things, and ultimately cost me twice the price as again  I had to pay you, then Tires plus a separate time to get the job done correct  

  Example. If you buy something at Best Buy in *****, they will stand behind their products and customer service in *******. Its what a stand up company does.!

  Do yourself a favor look at your BBB Reviews looks like Im not the only one feeling this 3rd party pain. 
  

  its been 6 months. Today you are on fire responding. Ive come to reality knowing you got me and I wont see my money/refund. Enjoy the $53.48  you made on me. 
  

  I have time and will keep making the people know your way of business known  
  

  Hope this experience has been instrumental for you All I can say is if it sounds to good to be true it probably isnt worth it. 

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

• Initial Complaint

  Date:05/31/2024

  Type:Billing 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.

  May 28th there was a glitch in the app (I have a video screen recording of it) that charged the wrong payment method I was no longer wanting to use. It was charged anyway even after in the video switching to a different payment method before approving services. They have sent me a refund but this will take 1-3 business days. for every day it isn't returned I am getting charged fees for overdrawing. $36 per day. It is taking closer to the 3 business days and will go through the weekend which will be over $150+ in fees I am paying for a glitch in their app. I requested I get reimbursed for the fees I have to pay from their mistake and haven't heard anything back

  

  Business Response

  Date: 07/01/2024

  HI *****, it is our understanding that your recent complaint was resolved and CarAdvise took care of your issue and handled a refund of what was owed.
  Please let us know if you have anything further thats needed. Have a great day.
  
  
  Thanks!
  Mandi

• Initial Complaint

  Date:05/11/2024

  Type:Product 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 hope this message finds you well. On December 15th, I visited Mr. **** in ******, ****** (Shop #***), referred by the CarAdvise, LLC App, for a routine oil change. Prior to the service, I had been managing this task myself without any issues, typically spending around $80.Before commencing the service, I received a text message from CarAdvise requesting confirmation for three items:Specialty Oil Package - $99.99 Air Filter AF4015 - $56.98 (Actual price approximately $34.75)Cabin Air Filter CAF1816P - $79.99 (Actual price approximately $35.75)However, upon completion of the service, I noticed significant discrepancies between the agreed-upon prices and the final charges. In addition to the inflated prices of the items listed above, I was also charged $29.99 for an Engine Flush and $39.99 for a Friction Shield, neither of which were communicated to me beforehand, neither by CarAdvise nor the technician at the shop.As a first-time user of the ********************** App, I took a screenshot of the calculation provided by CarAdvise, which I confirmed. I will attach this screenshot to this complaint for your reference.My understanding of using the CarAdvise App was to benefit from a promotion (which was a 50% discount at the time) and to streamline the process, making it easier for both myself and the service provider. However, the experience has been far from satisfactory.I have contacted CarAdvise multiple times regarding this issue. While initially acknowledging an error, they have since redirected me to the shop, despite the fact that CarAdvise was responsible for providing me with the information and invoice, not the shop.My Fleet Membership ID ******* Total $236.96 Promotion %50 $118.48 HST $30.80 Balance $149.28 Charged $347.95 Has to be refunded $198.67

  

  Business Response

  Date: 06/11/2024

  ********************,

  
  We apologize for the inconvenience and frustration you have encountered. We have been trying to reach you to confirm details and offer our assistance on your complaint. Please reach back out to us either via email or phone at the following:
  
  ***************************************
  ************  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21697297
  
  I am rejecting this response because:
  I am writing to address an issue with communication from the CarAdvise, LLC business representative, ******. He mentioned that he was unable to reach me. He called me once, but unfortunately, I missed the call. I have since called him twice, but both times my calls went to voicemail. I have not received any response, callback, or email from him.
  
  I would appreciate your advice on how to proceed with this matter.
  
  Thank you for your assistance.
  
  Best regards,
  ********************************

  

  Business Response

  Date: 07/15/2024

  *****, 
   
  Fortunately, we record all our calls, I have included at the bottom a transcript of the end of our call where I clearly stated that it was $20 that I would  be crediting back to you. If you remember correctly the complaint was the engine flush that was added to the Oil change broken down again below:
   
  Oil Package 95.99
  Recycling fee .99
  Shop supplies 3.99
  Engine Flush 29.99
  Friction Shield 39.99 
  Total 170.95 
  
  Your complaint was that you did not want the flush and friction shield which you approved and we covered many times.  I then explained that those two items total to ***** but because they were added to your oil change as a "package" they received the 40% off oil change discount and then the 15% uber discount. So, I calculated ***** less 40% is ***** less another 15% comes out to $35.69 which I stated I would half and even round up to $20.  The only $200 number that was mentioned was very early in the call where we confirmed you were mistaken in your numbers and math on what you had paid. I hope this clears up any confusion you may still be having. 

  Customer Answer

  Date: 07/23/2024

  Complaint: 21697297
  
  I am rejecting this response because: Let's address the ongoing issue with the overcharge on my recent service.
  

  Your calculations for deducting the Engine Flash and Friction Shield, totalling $35.69 after the discount, are assumed correct.

  Now, let's break down the rest of the costs as you did:
  Specialty Oil Package: $95.99
  Recycle Fee: $0.99
  Shop Supplies: $3.99
  Air Filter: $56.98
  Cabin Filter: $79.99
  Total: $237.94 After a 55% discount (40% Promotion + 15% Uber), the amount is $130.86. Adding $35.69 for Engine Flash and Friction Shield(As you did), the total should be $166.55.
  However, I was charged $239.63, which means I was overcharged by $73.08. The time and frustration of following up on this matter are worth far more than that amount!  
  Regarding our phone callas you mentioned, the conversation took too long, and at the end, you mumbled something quickly. I was tired and thought I heard $200, which I apologized for misunderstanding. Despite this, I clearly said, "I just wanted the extra money back to me." When you asked, "You understand now?" I replied, "I don't want to understand." Please check your phone conversation records for verification.
  Once again, the numbers in my initial screenshot, which I reviewed before approving the cost, do not match the final charges. This issue remains unresolved despite multiple mentions.
  I expect a prompt resolution and refund of the extra amount charged.  

  Sincerely,
  
  ***** Hosseiny  

• Initial Complaint

  Date:03/13/2024

  Type:Product 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.

  March 13, 2024 CarAdviser arranged an appointment for me to have tires installed at Tires Plus. Due to the age of my car, their system could not communicate with Tire Plus's system to process payment. To work around the problem *************************** with CarAdviser said for me to pay for the work out of pocket and the would refund me the $100 cost. The company now refuses to refund me the $100.

• Initial Complaint

  Date:12/28/2023

  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.

  Will never use them again went to *** Boys 3 times with a horrible experience first time they put the wrong brakes on and said that I could replace my rotors next time come to find out they needed replaced as well as different brake pads were needed to car back in they agreed to help to do the work for the inconvenience picked my car up and had to tow my car back as they put a rotors s**** on incorrectly. Was told I would receive money back its been months and still nothing. *** Boys got back to me and said it is CarAdvise I have to go through CarAdvise has been no help through this whole process. Do not use CarAdvise they are no help

  

  Business Response

  Date: 01/26/2024

  CarAdvise did involve *** Boys for the resolution in this matter. A credit to the customer of $181.35 was initiated on 1/2/24 and the customer was informed by voicemail of the pending credit. This total credit is based on the emails with the shop partner, and the conversation they allege to have had with the customer. ********************** remains ready to further assist the customer should they seek a full refund.

   

   

  Thanks!

  Mandi

   

  *************************** Director of Operations, CarAdvise ********************************************caradvise.com *************************************************************************** ************

   

   

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21066240
  
  I am rejecting this response because: I have called multiple times and requested a supervisor to call me as I never received a refund and the representative ******* was extremely rude and said that if I didnt have that bank account Im not gonna get a refund thats not how business works. I want my promised refund in full!!!!!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/26/2024

  Hello *******,

  As previously mentioned, we assisted with escalating this to ***************** for the issues regarding your service. Pepboys completed the investigation and credited back the amounts they found in their error.  I do show the funds from PepBoys in your complaint were refunded to the original payment (Apply Pay xxxxx3542) and were settled as of Jan 2nd, 2024. The total was $181 35.
  If there are still outstanding issues in regards to your vehicle, we can assist with helping you reaching ***************** to further escalate, but this was the resolution provided by PepBoys in response to your complaint.
  
  Should you need our assistance further please reach out to our Advisors here @ CarAdvise. They can be reached at **************

  Thank you,

  CarAdvise Customer Support

  T**** you!

  Mandi

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:
  
  Sincerely,

  I never got any money transferred to my Apple Pay. I was also told I would get the whole 420 something dollars back to me not 180 I need to see proof of the money going in to the Apple Pay as I have not received that
  
  *****************************

  

  Business Response

  Date: 02/27/2024

  Hello *******, 

  I have attached all the details from our processor showing the details regarding your refund. We recommend checking with your bank on these details as we see the settlement and authorization to your bank, and the funds were transferred accordingly. We also previously noted that PepBoys completed the investigation regarding your complaint, and this was the settlement they offered. You will need to escalate this to PepBoys further if this is something you still feel is unresolved. We are happy to assist in connecting you to our contacts at PepBoys as well, as previously mentioned. Please reach out to our team of advisors @ ************. 

   

   

   

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:

  When I spoke to ******* your very RUDE rep i told him i contacted my bank and thy said the payment would be sent back to you guys!! I told him I closed that account out! Apple pay has nothing to do with my bank anyways. I called *** boys and they said I have to contact Car advise since that's who the refund is sent too!!!!! Attached is the text from pep boys as well saying my check was mailed out which was clearly bs!!! I need you guys to reach out to them immediately and figure this out! This is very unprofessional! 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/14/2024

  We have opened up a support ticket with our processor/bank to give us further understanding of when your funds were deposited and how we can better assist you in retrieving them. 
  To date, the $181 we refunded is still showing processed and settled on our end. It was returned to your original payment method, and has not been returned or nor have we been notified of any pending return or error of it. 
  Please call us to further discuss this, as we want to help get this resolved. Thank you. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:
  As I stated I dont have that account anymore! First you said it was sent back as Apple Pay? This is crazy! Wheres the other $200 owed to me? 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/14/2024

  As previously mentioned, the money was sent to the account linked to your Apple Pay card, likely before it was closed. We do not have any way to fully identify the account #, but gave the previous screenshots to show the settled transaction. 
  This is the detail we received from our processor, with the suggested next steps:
  
  "When you look at the transaction details page for this transaction under the History section, you can see that this refund was Submitted for Settlement on 01/02/2024 at 03:39:10 PM CST and Settled 01/02/2024 at 04:55:18 PM CST. The amount of $181.35 USD was refunded to the **** card 09790******3542.
  Since this refund shows as Settled, this customer will need to contact their card-issuing bank to locate the funds. They'll need to specifically request to speak to second-tier customer support, as first-tier customer service often lacks the visibility necessary to locate refunded transactions. I can assure you that this refund has not bounced back to Braintree and has been settled since January 2nd, 2024.
  We typically provide merchants with the *** Acquirer Reference Number (***) to help the card-issuing bank locate refunds. The *** for this refund transaction is 74492154002745769643902. Please share this with the customer so they can pass it along to their bank. This should help their card-issuing bank locate the funds."
  
  It is recommended that you follow up with your bank, per the above. We cannot re-issue these funds without documented proof from the above mentioned bank/account that it was returned to us, as currently, no record of this exists. 
  
  Secondly, no further refunded funds were given, or will be given by CarAdvise at this time. The $181.35 was what PepBoys refunded based on the complaint and investigation you requested. We have no other open investigations to follow-up on at this time. Should you feel there are additional funds owed to you, this is something that ***************** will have to become involved with, as the previous investigation was closed as completed. 
  
  We apologize for the frustration but have done all we can to rectify this issue with what abilities we have. Should you need assistance with connecting with PepBoys, please reach out to us directly and we can provide further contact details. 
   

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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 June 8, 2022, I sent out an E-mail to customer service requesting a cancellation of subscription service. Later on that same day, I received an E-mail stating that my cancellation request has been submitted. Since then I have continued to be charged for a serve I requested a cancellation for. I'd like to receive my refund and confirmation of subscription cancellation.

  

  Business Response

  Date: 02/14/2024

  We have recently been made aware of the complaint filed by one of our valued customers regarding membership fees. We take such matters seriously and are committed to resolving any concerns promptly and fairly.
  Upon reviewing our records, we couldn't locate any correspondence regarding the cancellation of the upgraded membership in question. However, we are eager to address the customer's concerns and come to a resolution that is satisfactory to both parties.
  We kindly request that the customer reach out to us directly at ********************************** to discuss the matter further. We are prepared to investigate the issue thoroughly and work towards an amicable solution.
  Furthermore, we encourage the customer to provide any evidence or documentation supporting their claim. This will assist us in understanding the situation better and facilitate a swifter resolution process.
  At CarAdvise, we strive to uphold the highest standards of customer service and satisfaction. We value the feedback provided by our customers and are committed to addressing their concerns in a timely and efficient manner.
  Thank you for your attention to this matter. We look forward to resolving the issue with the customer and appreciate your assistance in facilitating this process.   

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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 July 8th I purchased 4 tires from ************* LLC. In the ad, CarAdvise offered to cover the cost of the tire installation for $99.96, so I paid for it. When I went to the shop for the installation, they said they never received any money from CarAdvise, and that several other customers were also stuck with the bill because CarAdvise did not pay for their installation. This is a scam and I want my money refunded.

  

  Business Response

  Date: 10/31/2023

  Reponse:
  We appreciate your response regarding our service, and we regret to learn of the encountered issue. During our investigation to rectify this matter, it has come to our attention that the order was indeed successfully configured. Our records indicate that you may not have adhered to the procedural guidelines outlined in the text messages we dispatched, resulting in the location's lack of awareness regarding the correct payment procedure. Furthermore, it is worth noting that the refund request was processed on September 20th.