Complaints
This profile includes complaints for XPress Pro Tire & Auto's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/25/2024
Type: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.
Deceptive Repairs: On December 22, 2023, I brought my vehicle to Car-X for repairs related to a check engine light caused by a thermostat issue. Car-X charged me for these repairs, as reflected in an invoice dated December 26, 2023. Next day I called Car-X about the smoke I had I was told by ***** the technician Ms. **** I did all I could do I don't want to wreck my brain trying to figure it out you should take it to a dealership. After further inspection by **************************************, it was determined that the repairs I paid for were not completed by Car-X. I had to hire my own mechanic to perform the repairs that Car-X failed to complete. Even though my battery showed no issues and was purchased from All State Batteries on November 7, 2023. Car-X insisted that it needed to be replaced. They installed an H8 battery instead of a H9 battery for my vehicle and failed to reinstall the required battery vent tube. As a result of this negligence, I was exposed to high levels of carbon monoxide inside my vehicle, leading to severe health issues such as headaches, dizziness, and nausea. I required medical treatment for carbon monoxide exposure, and I have attached medical records to document the impact of this negligence. After I returned my vehicle to Car-X for the repair of the battery vent tube, an their employee ***** misjudged a turn and damaged the roof of my vehicle while driving it out of the garage. which I have documented with repair estimates. Impact on Well-Being: Due to the negligence and poor service provided by *****, incurred additional repair costs, lost wages, and emotional distress caused by the mishandling of my vehicle and the risks to my health and safety. Invoice from Car-X dated December 26, 2023. Assessment and repair invoices from **************************************. Medical records documenting my treatment for carbon monoxide exposure. Photos of the battery that was installed and repair estimates for the roof damage caused by Car-X employees.
Business Response
Date: 11/26/2024
We received notification of ***** ***** situation via ***** S. ***** her attorney. We replied via Certified Mail on 06/07/2024. There has been no communication since. As ***** **** has secured counsel we prefer to not speak on this matter any further.Customer Answer
Date: 11/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I don't have an attorney representing me.
Regards,
***** ****Customer Answer
Date: 11/26/2024
I don't have an attorney at this time.Business Response
Date: 12/16/2024
We have extended a settlement offer and have not received a response, Please feel free to contact
******* ******
XPress Pro Tire & Auto
******************************************************************
************
Customer Answer
Date: 12/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
What date was the settlement offered? Resend the settlement offer? What's the contact information that you sent the settlement offer to?
Regards,
***** ****Business Response
Date: 12/18/2024
Here is what we are willing to do for Ms. **** .
1.) Pay for the body damage that occur in our shop . 1941.37
2.) Pay for the battery vent tube. 554.00
3.) Pay for *** **** to redo the thermostat housing 372.59
----------
Total 2867.96
Thank you.
****** ********
Vice President of Business Operations
XPress Pro Tire and Auto
************Customer Answer
Date: 12/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The settlement does not address the full extent of the damages I incurred as a result of their actions. Specifically, I sustained bodily injuries due to carbon monoxide exposure caused by their faulty repair work, which required me to visit the emergency room. The Emergency Room visit total $7,570.51, and I am requesting that this cost be added to the settlement offer.Additionally, the emotional and physical distress I experienced due to the negligent repairs is not reflected in the proposed compensation. As a customer, I trusted ********************** Pro Tire & Auto to provide safe and reliable service, and their failure to do so has significantly impacted my well-being.I am willing to work toward a fair resolution and I am requesting an updated settlement offer that accounts for:1. My ER visit totaling $7,570.512. Additional compensation for emotional distress caused by their negligence $5,500I'm asking for a fairer settlement that acknowledges all of the damages, not just the vehicle-related issues.
Regards,
***** ****Initial Complaint
Date:04/24/2024
Type: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.
Had major problems with a newly purchased car in February. Replaced the engine but it could not get over 50 mph and stuttered while driving. Was told by my previous mechanic I needed someone to look for a short in my throttle harness or see if I needed a new throttle sensor.Took it to Car X for a general diagnostic and told them what my previous mechanic said. Car X called back and said my car was running. They took the liberty to install two new sensors without asking me first and threatened to charge extra labor for taking them back off. When I got the car, the engine light was still on and the car was still unable to get over ********************* an accident because of it. Nothing was fixed and the mechanic seemed to have wasted my gas. A half tank gone. Also seems he ignored the code my car was throwing because I fixed it with one $10 sensor. I do not remember any codes coming up about my throttle sensor or MPAP. Took car to Autozone multiple times for scans before engine replacement but my old sensors were reused so the same code was showing up. Went on their web page to see if I could get help from higher up but I have not received a response.Business Response
Date: 05/02/2024
Dear BBB,
This complaint does not belong to us. It belongs to the franchise in ************* I have notified ***********************, VP Operations or the ********* Organization in ******** They should respond shortly.
Sincerely,
Customer Service
Car-X LLC
Customer Answer
Date: 06/10/2024
*************** in Fishers, *******. #****Customer Answer
Date: 07/02/2024
I do not believe so.
They were acting shifty about everything during the visit. Talking about my address and how they were changing the prices and "cutting me a deal".
Doubt they would be honorable.
Business Response
Date: 07/22/2024
*****,
We would like to have some follow up information on the issues with your vehicle. According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined. Some of these recommended repairs could be the reason your vehicle is still having problems.
Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range. Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.
I have attached the original purchase invoice from our location that includes the list of declined repairs.Tell us why hereLucas,
We would like to have some follow up information on the issues with your vehicle. According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined. Some of these recommended repairs could be the reason your vehicle is still having problems.
Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range. Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.
I have attached the original purchase invoice from our location that includes the list of declined repairs....Customer Answer
Date: 07/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.1.
Replacement part needed: CODE #P2646 (ROCKER ARM CONTROL VALVE).
Was conherced over the phone into replacing throttle position sensor and MAP sensor. Nothing was said about #P2646.
Later replaced the ******* pressure switch myself. Engine light disappeared.
2.
I have no record of my car ever throwing codes for MAP/TPS.
3.
Car ran fine after tech cleared P2646. Then reverted back to previous condition within the hour.
How was fuel spent when the car wouldn't get over 40 MPH without the code cleared?
Sounds like an undiagnosed fuel leak or it was driven for purposes beyond general diagnosis.
I have transmission damage now. I have engine damage now. I almost got in a accident diagnosing my own car after my visit there.
Regards,
***********************Business Response
Date: 07/30/2024
1.
Replacement part needed: CODE #P2646 (ROCKER ARM CONTROL VALVE).
Was conherced over the phone into replacing throttle position sensor and MAP sensor. Nothing was said about #P2646.
Later replaced the ******* pressure switch myself. Engine light disappeared.I still have yet to see any documentation or receipt for these repairs.
2.
I have no record of my car ever throwing codes for MAP/TPS.We informed you the day of the repair that your vehicle had those codes, you will no longer have those codes as those parts have been replaced.
3.
Car ran fine after tech cleared P2646. Then reverted back to previous condition within the hour.
How was fuel spent when the car wouldn't get over 40 MPH without the code cleared?The engine will consume fuel any time it is running, regardless of speed driven at or if the vehicle is moving. While at idle it will consume fuel.
Sounds like an undiagnosed fuel leak or it was driven for purposes beyond general diagnosis.
If your vehicle has a fuel leak we would also not be responsible for any fuel loss, and by your own admission the vehicle was problematic to drive so I cannot imagine a situation the vehicle would have been driven "for purposes beyond general diagnostics"
I have transmission damage now. I have engine damage now. I almost got in a accident diagnosing my own car after my visit there.On your original visit and listed on your invoice is statement from you that you believed your transmission was having issues, additionally we recommended transmission repair for a transmission fluid leak and you declined that repair.
We are more than willing to re-inspect your vehicle and look at any documentation you have of repair or diagnostics that support your claim.
Customer Answer
Date: 07/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Business seems dismissive of the claim. Business claims I have no record of my repairs but also has no record of the codes my car threw during the visit. This is why codes were not shown to me prior and also were cleared by the tech when I came back to claim my car.I have record of what codes my car has thrown because I have taken it to get scanned numerous of times. Is the business asking me to prove the code has resolved? I do not know why that would be in the question when I have already said I replaced the sensor myself.
The services on the receipt given did not include anything describing a transmission leak (a fluid change was recommended). A fluid change would not stop a leak.
Why has the business claimed that I said there was a transmission leak? I did not claim one but I do find this suspicious. Have never found one.
Business has neglected to explain my loss of fuel. If a fuel leak was not found, please tell me what the tech did with my car for a half day. I paid for general diagnostic. If a leak was not found during the diagnosis, there is no real explanation for a tech to use a half tank when an engine code would not have allowed him to come close to the 100+ miles that would have been driven.
Regards,
***********************Business Response
Date: 07/31/2024
*****,
We would like to have some follow up information on the issues with your vehicle. According to our records there were multiple issues with your vehicle and a majority of the repairs we recommended to you were declined. Some of these recommended repairs could be the reason your vehicle is still having problems.
Please provide any records showing repairs made to this vehicle, or any diagnostics done following the services we rendered to your vehicle.
As for your fuel loss, unfortunately due to the nature of diagnosing vehicle performance issues the vehicle typically needs to be running or driven and some test procedures call for various run times, or to bring the vehicle to certain RPM range. Unfortunately we do not compensate customers for fuel loss when diagnosing issues with their vehicles.
Additionally, if your vehicle is still having issues we would be more than happy to re-inspect the vehicle and determine the cause of the issue.I have attached the original purchase invoice from our location that includes the list of declined repairs.
***************************
Car-X Tire & Auto
District Manager
**************Customer Answer
Date: 08/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company has not addressed the dispute. I am disputing the unnecessary repairs that were made to my vehicle.
I have provided a scan of my vehicle prior to my visit which outlined what problems my vehicle was having. The scan does not list a need for replacing the *** sensor or the TPS.
The company called me and claimed my car was running well after replacing these sensors. It was not running well. The engine light was still on after clearing it at their shop and could not reach necessary *** ranges. I told them this during my visit but was threaten by the staff with extra fees if I rejected the repair.
They have addressed the fuel loss but this is not the issue. Seeing how much fuel was used, I have a firm belief my vehicle was used for reasons outside of diagnosis. Knowing the *** range the vehicle could not reach due to the bad sensor, I do not see how that much fuel loss was even possible.
I never said my vehicle still had problems. Though it needs repairs, they are unrelated to the function of the engine/transmission and I have been repairing it myself since my visit.
I am asking for a full refund. I do not want my car to be looked at.
Regards,
***********************Initial Complaint
Date:01/02/2024
Type: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.
In May of 2014 repurchased new brakes for or 2006 **** F 150. At that time we purchased a Life Plus Guarantee on those brakes. ( I have the paper in PDF form if needed.) The same dealer replace those brakes in May of 2022 and we were charged $690.34 after a discount of only $150.00. Those brakes failed after ***** miles on December 4, 2023. We were told there were no longer under warranty and it would cost another $ ****** to replace them. We contacted Car-X complaints by phone and email on Dec. 4, 2023 and email them copies of all the paid receipts. Only after a second mail did we even receive conformation of the first.Business Response
Date: 01/05/2024
We intend to reimburse this customer for his repairs and to reinstate his warranty, We have attempted twice and have not received a return call. Please have the customer contact *************************** at ************** or *********************Business Response
Date: 01/05/2024
We intend to reimburse this customer for his repairs and to reinstate his warranty, We have attempted twice and have not received a return call. Please have the customer contact *************************** at ************** or *********************Initial Complaint
Date:09/10/2023
Type: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 was told I needed a alternator put on my 2006 Mercury Montego because the battery light was on and it said, check charging system. So I called Carx and ask do they put alternators on cars to him which is *********************** (Manager) he said YES! He quoted me a price, so then I had my car towed to carx. The next day he called and said, "yea you do need a alternator. So I'm like ok I knew that. So my car was there over a week. He said the was not charging it kept cutting off, he was trying to see why, so he comes calling me saying it's a computer problem and was gon be over $2000.00 I'm like I don't have that kind of money, so went pick up my brought home l didn't drive the car in fear it could cut off on me!!! So I then said let me call **** dealership and ask them about it. I spoke to a lady named ***** the 1st and then one other time. I explained everything to her about my car and she also said, oh *** we came fix that. I ask her could she give me an estimated price ti have done she said 4 something. Now today I get a call saying I have the wrong alternator on the car and I need a "**** alternator ", so my car is still at the dealership I haven't went and got it yet. I'm just so upset about this because my daughter called Carx today cause was too upset and told **** what the dealership said, and in words he said they were full of Sh_t!!! So I'm out of money for a alternator I'm told that not right and I should have different one****** This is unacceptable to me and want something done about it as soon as possible. I'm paying car insurance and I have buy plates for my car it too much. I also was told to order a ECM from this out state place and paid $200.00 for that just to hear today that it's not needed either. I explained to ***** at the dealership to let her know I ordered this part and I said as soon I get I will have my car towed there which I did.Business Response
Date: 09/13/2023
We have investigated the situation and are refunding the customers purchase in full. The only stipulation on our end is for the customer to return the alternator we installed that the **** Dealer said was defective so we can return it to the manufacturer, Please have the customer contact: ***************************, District Manager, ************ Car-X **** & Auto at ************** or at *****************,com,Customer Answer
Date: 10/05/2023
I did return their alternator back to Carx and I received my money back. I'm now out of a vehicle and I would like to be compensated more for my time without my car because of their neglect. The should be held more accountable for this. The man ******* from Carx corporate I guess, didn't seem to concerned about my issue with them just wanted to give me my money back if I return their alternator. No type of payment for what they did. I was out a car for over a month and I was very stressed out this. I'm a disabled person and I believe they just did anything to get rid of me. They took Advantage of me!Initial Complaint
Date:08/02/2023
Type: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 took my car to CarX on Shadeland Avenue on July 20th. I was told at that time I needed new brakes, rotors and tires, and an oil change. All were installed and labor performed and the price tag was over $2000. Fast forward to just a few days after 7/20 and I find my vehicle RPM's consistently higher when I had my car serviced. I started looking under the vehicle and I found evidence of oil leakage which was not present prior to the service, under the front bumper the plastic piece is obviously broken which was not present prior to the service, the oil is dirty which indicates perhaps the oil change was not performed, oil in the power steering reservoir, and a very loud rubbing/grinding noise from the driver's side tires. Gasoline consumption has increased dramatically, and the car seems to be driving against force. I attempted to reach the store several times with no success. From all indications it appears they have damaged my transmission and caused significant issues with my vehicle. Because my attempts to speak with the store have been unsuccessful, I wish to do no business with this location and prefer this be resolved independent of the store.Business Response
Date: 08/08/2023
The ************ team has reviewed and researched the complaint, the following is our reply.
We have serviced ********************* vehicle and performed repairs. As of 08/08/2023 at 1:00 PM we still have not had any contact with ******* since the repairs were complete. A call was placed to ******* on 08/04/2023 to gain further clarification on what problems she has been having and to arrange an appointment to re-inspect her vehicle. We would like the opportunity to inspect her vehicle and discuss the symptoms she is experiencing. She can contact *************************** directly and he is available by phone ************** Monday-Friday 8:00 AM until 5:00 PM.
Thank you,
***********************
Vice President of Operations
***** ************ ************
************Customer Answer
Date: 08/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I attempted to reach out to the location by telephone twice with no response to 2 messages left requesting a call back. Additionally, I completed an online request on 2 occasions requesting a response. This was all done prior to submission of this complaint. I clearly stated I do not wish to have any relationship with the location that charged me over $2k to not only not complete the work alleged, but to damage my vehicle further. I'm requesting reimbursement for all expenses incurred as a result of the negligence of the Car X location, up to and including a rental car and cancelation of any debt owed to car x.
Regards,
*************************Business Response
Date: 08/15/2023
I am sorry you are having difficulty contacting the store. I personally called you from the store and did not receive any call back. We have many locations in ************ and I would be more than happy to set you an appointment with any of them, please let me know what works best for your schedule. I will make myself personally available to inspect your vehicle and speak with you. I can be reached at ************ until 5:00pm on 08/17/23. If you cannot contact us by that time you may reach out to *********************** on 08/18/23 from 8:00 am-5:00pm. I will return to work and be available 08/21/23. I look forward to the opportunity to inspect your vehicle and correct any and all problems with the services you received.Initial Complaint
Date:04/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
car x **************************************************************************************** they changed my battery a year ago and it started doing the same thing I took it to someone elses that said it was the battery again I then took it back to Car X they also tested the battery and said it went bad they went to change it and it sparked and started to surge or something so now he said its not the battery and I need to take it to an electrical auto shop On my way there it stopped at a sto?p light want come on want move no lights coming on and want go in neutral to move it left and went back at the police towed it also before I took it back to CAR X I took it to be diagnosed by there partner company and they said the battery was bad and it had a coolant leak and that was it nothing else.Business Response
Date: 04/18/2023
Good Afternoon ************** ,
Hi **************** hope this email finds your doing well . I'm contacting you today about claim number ******** . We have retrieved Ms.************************* ******* from the impound and had it towed to another Car-x shop to make the necessary repairs . This was done at no charge to ************* .
The ******* has been returned to ************* and she seems to be happy with the situation now . Please feel free to call me if you have any questions or concerns ,
Thank you .
***********************
Vice President of Operations
***** ************ ************
************Initial Complaint
Date:12/13/2022
Type: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 Tuesday December 6, 2022, my **** Pontiac Grand AM stop working. The engine would crank but would not fire. Then I had it towed to Car-X **** and Auto that day for $172. The next day Car-X told me that it was the fuel pump module assembly and the fuel injection pressure regulator that needed to be fixed. The total cost for these including the initial diagnostic was $1,173.98. On Friday December 9, 2022, I got the car back from Car-X and paid the $1,173.98. On the next day December 10, 2022, I went to start the car in the morning and it did the same thing on the 6th of December. The engine would crank but would not fire, so I ended up having to get it towed to Car-X again on that day. On Monday December 12, Car-X called me and said that it was probably an electrical issue and that they would have to troubleshoot the problem at the cost of $115 an hour up to 3 hours. So, I told them to put my old parts back on the car and to refund my $1,173.98 and they refused to do it. Then they told me that I had to pay the $85 tow fee before they release the car back to me. I ended up paying the $85 tow fee to get my car back, and then had to pay ********************** $152 dollars to tow the Pontiac Grand AM to another ******************** The purpose of this dispute is to recover the costs of the $1,173.98 along with the second tow that cost $85 to get my car released from Car-X, and the third tow that cost $152 to take the car to another repair shop. The total reimbursement would be $1410.98.Business Response
Date: 01/03/2023
Good morning all ,
I have tried to contact ************** numerous times by phone . I havent had any return calls . Having said that we are prepared to refund the amount he is asking for. Please have him give me a call at ************ office or ************ .
Thank you for all your help Ms. *******************
**************************;
VP of Operations
Car-x Tire & AutoInitial Complaint
Date:11/29/2022
Type: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.
Date of transaction: November 28, 2022 Amount of money: $115.00 Invoice#: ***** Estimate#: ***** Location#: 2006 (**** N. Michigan Rd., ************, IN)Nature of dispute: Dropped off car during lunch break for an estimate of repair costs. Was called briefly afterwards stating what they claimed to be wrong with the car and that I owed for diagnostic services. This was not communicated to me upfront because I would not have left my car (although they claim they told me this) the individual that I spoke with was rebellious over the phone telling me they could not give me my keys until I paid them. I was not able to continue the phone conversation because I was at work, when I was finally off for the day to go retrieve my vehicle, the guy (I believe his name was *****) was no longer there. The manager *********************** was still there, which was the one who claimed he informed me of the diagnose fee and would be the one who could assist versus the other *****************, but he remained nonchalant. I now try to remain calmly and handle matters appropriately and peacefully now at the **** of the situation at hand.I asked to be provided with ****************** and/or policy that states the $115 diagnose fees, but could not be provided any information. I have tried contacting their corporate office and was routed someone's voicemail, I left a message and also submitted a correspondence via their website without a response from either.They were also trying to scam me by telling me that the total cost for services would be $1500 + tax, I have since got several no cost diagnostics done at other repair shops that were quoting me at a fraction of what Car-X said.Business Response
Date: 12/06/2022
We have discussed this situation with the customer and have decided to refund him $115.00 for diagnostics,Customer Answer
Date: 12/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
I am still waiting for the refund to post to my account, it hasnt yet.Regards,
***************************
Initial Complaint
Date:09/12/2022
Type: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.
On 8/8/2022 I took my car to ***** at **** ***************, Plainfield, IN for a tire repair. The mileage on the invoice was entered incorrectly. It shows in at zero miles and out at ****. The van was only there for 20 minutes. I went to trade in my van and was alerted to the error on Carfax reporting. I went back to Car-X for a resolution and was told it was against federal law to change mileage on an invoice even though it was obviously incorrect. The manager ************************* offered no resolution to the problem which upset me very much. She told me to contact the corporate office. I did cuss as I left the building and was told not to return. I have left 3 messages with the corporate number I was given and no response. I have two problems now. I need the error corrected with the mileage. Secondly I bought tires from Carx for two vehicles and have been instructed not to return. If I need service on the tires do I send them an invoice to cover all expenses? How will warranty work be completed?The error with the mileage is preventing me from trading in my vehicle because it looks like the odometer has been tampered with. I had an oil change on 9/3/22 that indicates the correct mileage as of that date.It seems to me if it is against federal law to change mileage on an invoice it should also be against the law to falsify an invoice.Business Response
Date: 09/08/2022
Dear BBB,
This complaint does not belong to *********. It belongs to our Franchise, ******************* **** **************** and Auto and should be sent to:
***********************
Vice President of Operations
****************** ******************************,com
Sincerely,
***********************
Customer Service Manager
*********
Business Response
Date: 09/14/2022
Tell us why here...Good afternoon,
We were able to contact CarFax and have the mileage discrepancy redacted from CarFax history. I have reached out to *********************** and had a conversation with her apologizing for not only our mistake but also our demeanor when she brought the concern to our staff.
Thank you,
***********************
Vice President of ******************************** ************
************Customer Answer
Date: 09/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
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