Complaints

This profile includes complaints for Car X Tire & Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car X Tire & Auto

  9507 Page Ave Saint Louis, MO 63132-1523

• 

  Car X Tire & Auto

  7557 West Florissant Jennings, MO 63136

• 

  Car X Tire & Auto

  15487 Manchester Rd Ballwin, MO 63011

• 

  Car X Tire & Auto

  9965 Watson Rd Saint Louis, MO 63126

• 

  Car X Tire & Auto

  11420 Tesson Ferry Rd Saint Louis, MO 63123

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:03/20/2025

  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.

  My Husband took our 2012 Jeep Wrangler ***** in for repair on 6/18/24 The right front Caliper, Both front rotors, and Right front brakes.On 3/18/24, the right front caliper,and break pad fell off.This could have caused an accident to our family, due to the negligence of Car X tech that repaired this on 6/18/24.The Operations ****** ***** is refusing to accept the blame, and said that We were tbe ones who took this apart, which WE DID NOT.

  Business Response

  Date: 03/21/2025

  On 6/18/2024, ******* Jeep was brought into our shop with the right front brake caliper locked up. Upon inspection, we found that the vehicle had been driven without brake pads, which had fallen out due to the caliper issue. To properly repair the vehicle, we recommended replacing the right front brake caliper, both front rotors, and the front brake pads, along with performing a brake system flush to ensure all air was removed from the system and that the repair was completed safely.
  Lauras husband declined the brake fluid flush, stating that it was unnecessary and too expensive. Our manager at the time clearly explained that declining the flush would void the warranty on the repair, as it is a necessary step to ensure the brakes function correctly. Despite this, the customer requested that we proceed with the repair without the flush, which was documented on the service invoice.
  At no point did we state that the customer had removed the caliper. Rather, we explained that a brake caliper cannot simply fall off on its own. We also offered to inspect the vehicle if it was towed back to us to determine what may have occurred.
  Since the customer declined a critical part of the repair, which was required for warranty coverage and proper functionality, Car-X **** & Auto cannot be held responsible for the issue that occurred. We believe this complaint is without merit and consider the matter closed.
  

  Customer Answer

  Date: 03/21/2025

  This Operations manager is not telling the truth. 

  ***** told my Husband **** **********.on the phone yesterday that he had to have taken the bolts out to cause a accident ao we xan claim it on our insurance....thats crazy.

  we did not drive this without any brakes. **** took it to the shop cor caliper relair. ,brakes and rotors.

  We did not tow it to them for reinspection, because of Shawns actions and trying to blame us.

  the brake fuid flush has noting to do with bolts coming out of the caliper that was supposed to be bolted down and secure, just as ***** the manager told us The caliper just dont fall off is hee words., so Carx messed up.and didnt secure this correcyly, and it came loose and fell off. 

  Customer Answer

  Date: 03/21/2025

  Complaint: 23095704
  
  I have reviewed the business' response and am rejecting it because:
  This repair should have been done with secure bolts that dont come loose, which didnt hapoen the bolts came out. and this right front fell apart.
  
  
  Sincerely,
  
  ***** *************

  Business Response

  Date: 03/25/2025

  The repair performed by Car-X was completed using OEM bolts and hardware, ensuring it met the manufacturer's specifications. Upon reviewing the pictures provided by the customer, it is evident that the ******************** pads are missing. This suggests one of two possibilities: either the brake system was disassembled at some point after our repair, or there was an underlying issue that caused excessive brake wear to the point where the pads fell out.
  If the latter occurred, the vehicle would have exhibited significant warning signs, such as unusual noises or reduced braking performance, which could have been identified during a timely inspection. We always encourage customers to bring their vehicles in at the first sign of brake issues to prevent further damage or safety concerns.
  As previously stated, the customer declined a recommended ******************** fluid flush, which was necessary for a complete and warrantied repair. Given these circumstances, we stand by our original response and consider this matter closed. However, if the customer would like to bring the vehicle to us for inspection, we are still willing to assess the situation further.

  Customer Answer

  Date: 03/25/2025

  Complaint: 23095704
  
  I have reviewed the business' response and am rejecting it because:

  we had to take this to another shop to verify this was not installed properly. The tech verified this.

  This has been repaired properly.
  
  
  
  Sincerely,
  
  ***** *************

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a oil change done on my car. They put on a bad oil filter that cause my motor lock. The vehicle stop in the middle of the street and Car X told me that I had to take it to the dealership. I was advise that Car X had put on a Oil Filter that was bad. I had a test done on the vehicle by all star jeep and they advise me that Car X had put on a bad oil filter The Service Manager came out from Car X came out to and determine it was the oil filter and the Service Manager was going to contact *********. I want Car X to replacement the motor.

  Business Response

  Date: 02/27/2025

  Mr. ********** vehicle originally had the oil changed on 12/07/2024 with ****** miles on the odometer. The customer never called to complain of any issues whatsoever with the service. On 02/21/2025 ***** miles later the vehicle was towed in and had both the main and auxiliary batteries completely dead. We replaced both batteries. We started the vehicle once the batteries were replaced and noticed a terrible amount of engine noise. We shut the vehicle off and verified the engine oil level was full and there were no leaks to the oil filter or oil drain plug. At this time due to the mileage on the vehicle we recommended the customer take it to the ******** dealership as it should be under factory warranty. The vehicle was taken to the dealership where they tried to claim the ************* filter we used is defective. We immediately took action and retrieved all the documentation from the dealership and the filter we installed. All of the documents and oil filter have been sent to ********* for verification. Car-X has verified there were no issues with the process of the oil change. We have also verified there are ZERO technical service bulletins from ******** stating aftermarket oil filters cannot be used. ********* also stated the filter we used is correct for the vehicle and they have had ZERO issue out of the 100's of thousands of those filters that have been installed on the 3.6L Chrysler ******************* owns. Car-X considers this case closed as far as we are concerned.

• Initial Complaint

  Date:02/12/2025

  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.

  Car X addressed a misfire in June 2024 by replacing 6 spark plugs and 3 coils (yes, for over $1700). This work was allegedly guaranteed 12 months on labor and 4 years on parts. One week later, the car began misfiring again, they replaced the spark plugs again. Last month, the issue reappeared and they took the car again, called me to pick it up, and returned it to me with the engine still misfiring as before. After three visits, they are refusing to refund my money so that I can have the car repaired elsewhere. They claim that they require me to use their shops, but their shops have now failed three times to conduct the repair, including *knowingly* returning it to me without the issue being repaired. After three attempts, I want my money refunded so that I can cover the cost of repairing not only the original issue but the poor work done by CarX.I brought the car to another repair shop, who were immediately able to repair the issue and found that the original coils were not installed correctly, the intake manifold had been replaced into the car without being fastened to its brackets, and that the *** valve had been cracked and simply glued together rather than properly replaced, and multiple other parts were loose and not properly installed. They shared that the job was so poorly done that it did not appear to have been carried out by a qualified mechanic and the state the car was returned to me in was not safe. They stated that additional time, parts, and cost were incurred by having to repair the incorrect work performed by CarX.

  Business Response

  Date: 02/25/2025

  On June 22, 2024, we serviced Micah ***** 2019 Chrysler Pacifica, which had ****** miles on the odometer. The vehicle was brought in with a misfire and an excessive oil leak. After diagnosing the issues, the customer approved the replacement of three ignition coils, all six spark plugs, and the oil filter housing. These services were provided with a lifetime parts warranty and a 4-year/48,000-mile labor warranty.
  A week after the repairs, on June 29, 2024, the customer returned with a concern. Upon inspection, we identified a defective ignition coil, which we promptly replaced under warranty at no charge, along with all six spark plugs, to ensure optimal performance.
  Approximately eight months later, on January 29, 2025, the customer reported further issues with the vehicle's performance. We welcomed the vehicle back and replaced one ignition coil and one spark plug under warranty. The vehicle was returned to the customer without any active misfires.
  We advised the customer that persistent issues might indicate underlying engine problems beyond the components we serviced. Our warranty policy stipulates that any concerns should be addressed at our service centers to ensure proper diagnosis and repair.
  We remain committed to honoring our warranty and assisting our customers. However, as the customer chose to have subsequent repairs performed elsewhere, we are unable to provide a refund for the original services rendered eight months prior, especially considering we cannot verify the issues the customer stated. Unfortunately, this scenario also voids all warranties moving forward.
  We regret any frustration this situation may have caused. Should the customer have further concerns, we encourage them to contact us directly to discuss how we can assist in the future.
  We consider this matter addressed and resolved.
  
  

  Customer Answer

  Date: 02/26/2025

  Complaint: 22932775
  
  I have reviewed the business' response and am rejecting it because:
  
  The car was returned to me on Jan 31, 2025 still misfiring, although ***** called me to pick it up stating that it had been repaired. When I pointed out that the check engine light was still on and the car was still misfiring, ***** told me that the district manager would call and that I would need to bring the car to a different CarX, an "elite shop" where they "have better sensors." He would not give me a number to call to schedule these repairs, but instructed me to wait for the district manager to call me. After a few days and several calls back and forth, I was eventually able to connect with a district manager who told me that they would schedule me for service at an elite shop, but that I should expect that I would likely need to replace the entire engine. Given that I had already taken the car to CarX three times and failed to resolve the issue, I found this suspicious and took the car to another shop, *********************, to get a second opinion and diagnose the issue. They found that the repairs conduced (including replacing the intake manifold) by CarX on January 30th and 31st were incorrectly done, the issue was that the coils were improperly installed, simply reinstalling the coils fixed the issue, but they had to spend many hours repairing the poor work done by CarX. Documentation of *********************' findings was sent to CarX and received no response, and is also attached to this complaint, as well as to my complaint to the ************************** through the ***************************** 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/27/2025

  On June 22, 2024, we serviced Micah ***** 2019 Chrysler Pacifica, which had ****** miles on the odometer. The vehicle was brought in with a misfire and an excessive oil leak. After diagnosing the issues, the customer approved the replacement of three ignition coils, all six spark plugs, and the oil filter housing. These services were provided with a lifetime parts warranty and a 4-year/48,000-mile labor warranty.
  A week after the repairs, on June 29, 2024, the customer returned with a concern. Upon inspection, we identified a defective ignition coil, which we promptly replaced under warranty at no charge, along with all six spark plugs, to ensure optimal performance.
  Approximately eight months later, on January 29, 2025, the customer reported further issues with the vehicle's performance. We welcomed the vehicle back and replaced one ignition coil and one spark plug under warranty. The vehicle was returned to the customer without any active misfires.
  We advised the customer that persistent issues might indicate underlying engine problems beyond the components we serviced. Our warranty policy stipulates that any concerns should be addressed at our service centers to ensure proper diagnosis and repair.
  We remain committed to honoring our warranty and assisting our customers. However, as the customer chose to have subsequent repairs performed elsewhere, we are unable to provide a refund for the original services rendered eight months prior, especially considering we cannot verify the issues the customer stated. Unfortunately, this scenario also voids all warranties moving forward.
  We regret any frustration this situation may have caused. Should the customer have further concerns, we encourage them to contact us directly to discuss how we can assist in the future.
  We consider this matter addressed and resolved.

  Customer Answer

  Date: 02/28/2025

  Complaint: 22932775
  
  I have reviewed the business' response and am rejecting it because:
  
  The shoddy work performed by CarX not only did not address the immediate issue, it also incurred additional costs on my end to repair (i.e. the intake manifold that they replaced was not fastened to its brackets, the *** vale was glued together, etc). Please see attached documentation for the poor work and process this refund. A complaint has been submitted to the Missouri Attorney general. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/27/2025

  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.

  Ms. ******* was billed $3,293.31 for services rendered at that time by Car X *********** on 12/4/2024. Nonetheless, this shop had Ms. ******** vehicle in their possession for more than 17 days in which the car was dropped off and picked up after seven failed attempts to complete repairs between 12/02/2024 and 01/24/2025. In the end, Ms. ******* was responsible for an invoice total of $3,293.31 for services that were indeed NOT rendered for more than 53 days. Ultimately, this shop placed Ms. ******* back into an unsafe vehicle that was supposed to have had certified capabilities but instead put her at risk on the road. Ms. ******* explained to the repair shop that her vehicle was purchased as an investment vehicle with **** which is a company where people can rent directly from trusted local car owners. This means Ms. ******* and her renters were all put at risk when released back on the road by this shop in a vehicle that remained unsafe after seven failed attempts to repair her vehicle within a 53-day period. During this same time period, Ms. ******** 2018 *** 320i was unlisted by **** due to auto repairs reported by a renter after this shop released the vehicle back on the road. Initially, this shop identified several issues with Ms. ******** 2018 *** 320i after conducting a 36-point inspection on December 2 , 2024. As a result, Ms. ******* entrusted her vehicle in the care of Car X ***********. However, Ms. ******* has made this repair shop fully aware that her vehicle is still not satisfactory as of date. Car X ***********s website indicates that they are a premier auto service and a trusted choice for customers, as well as a store that prioritizes dependable service for every customer who steps through their doors, which Ms. ******* was made to believe and why she allowed them repeatedly to restore trust by repairing her vehicle which they have not.

  Business Response

  Date: 02/01/2025

  Car-X **** & Auto has already been made aware that this customer has a concern about the repairs. The customer has contacted customer ********************** several times. Every time the customer brings the vehicle back there is a noise, yet every time we work on it we rectify the noise. We have had technicians ride with the customer to try and pinpoint her complaint as well. The last time the vehicle was in she stated it drove fine for an hour with no noise. The customer has my direct contact information and never reached out to me to inform of any issues after the last service. If our technicians drive the vehicle and no noise is present we cannot determine her issue. We informed the customer if she has an issue she can bring the vehicle back in under warranty if it is related, she has refused to allow Car-X **** & Auto to stand behind our warranty. Car-X **** & Auto fully intends on standing behind our warranty.

  Customer Answer

  Date: 02/03/2025

  Complaint: 22864677
  
  I have reviewed the business' response and am rejecting it because: Car X Tire & Auto has had seven opportunities to fix my vehicle. However, the problem has not been fixed just temporarily adjusted enough which leaves the vehicle still rattling in the front end rach time. It is and has been a huge inconvenience to take time away from my my job continuously for the many attempts I've made to drive back and forth to different Car X Tire & Auto locations for different technicians to be given several opportunities that end with the same results. I've been in contact with Car X Tire & Auto consistently communicating the issues at hand. They have not been successful in their attempts and have not refunded my money for the repairs undone.
  
  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 02/03/2025

  Additionally, I would like to add that each and every time I brought the vehicle to Car X Tire & Auto, they were able to confirm the noise was present.  As a result, an attempt on their part was made but it was only a temporary fix not a repair or resolution to end the problem

  The last attempt was the seventh opportunity Car X Tire & Auto had the opportunity to rectify the issue and it was not successful as the other six times before. Indeed there should had been a different approach after this many attempts made on their end. At this point I'm unclear what repairs were properly completed since their were repairs invoiced to me that were not done, as well as repairs paid for that still have yet to be repaired.

  Business Response

  Date: 02/03/2025

  As stated in our previous response. Car-X Tire & Auto fully intends to stand behind our warranty as we do with all customers. If the customer is having a continued issue since the last service they are welcome to contact me directly to schedule a day and time since the customer has my direct phone number. If the customer refuses to bring the vehicle in for us to hear the noise they are complaining about there is nothing we can do over the phone or through email communication.

  Customer Answer

  Date: 02/04/2025

  Complaint: 22864677
  
  I have reviewed the business' response and am rejecting it because: I will not allow Car X Tire & Auto to cause any further damage to my vehicle at this point. When my vehicle arrived to their shop more than 60 days ago, I entrusted them with my vehicle seven different times and they have failed me each and every time. I do not trust my vehicle in their care any further. They have collected funds for services they did not deliver on more than 60 days ago. A warranty is not the answer to all situations, especially when the repair shop has shown they are not capable of fixing my vehicle. A refund is the only answer so my vehicle will be fixed properly.
  
  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/28/2025

  I did take it to another shop and they ran a diagnostic on and found issues with the struts and shocks and rear brakes. This is the same thing I paid for with car-x so I am unsure what car-x did if another shop was able to find issues with the exact thing I had already paid for. 

• Initial Complaint

  Date:12/17/2024

  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.

  Took in vehicle for safety inspection and they found few problems, i paid $1400 and picked up later that day and found car driving poorly and excessive noise, Took it back and they quoted $3000+, took it to mechanic and they didnt put back very important bolts holding the motor mounts and heat shield, Called them to fix them and they started arguing and wont fix the issue they caused!

  Business Response

  Date: 12/20/2024

  The customer originally brought the vehicle in for a state inspection. There were some items found that the state of Missouri considers a failure to renew the license plates. We informed the customer what was need and performed the authorized repairs. The customer never called the shop or stated there were any issues after picking up the vehicle. Three weeks later I received a credit card dispute at my office stating the credit card used to pay for the transaction was stolen and used in fraud! I attempted to contact the customer several times including leaving voicemails with no success to collect payment for the repairs. Once calling did not succeed we contacted the local police and gave them all the details. The next day the customer showed up with a police officer and we collected payment again. This is when the customer started to claim there was issues with our repair (three weeks after completion). I have spoken with the customer and attempted to set a meeting to inspect the vehicle for the "issues" they have declined to bring the vehicle back in. Car-X Tire & Auto followed all policies and performed the services charged for. Car-X considers this complaint unfounded and closed

• Initial Complaint

  Date:12/11/2024

  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.

  1.) Blowers' Replacements. The blower controls stop working, blower stays on, even when the car is turn off. the computer and the overflow reservoir were not bolted back down. 2.) I was giving the car back, drove off had to tune around because the speedometer stops working, transmission malfunctions. This problem was resolved.3.) Can not use blower without getting out of car raising the hood to use and disconnect the blower motor.

  Business Response

  Date: 12/20/2024

  The customer brought the vehicle in requesting the inoperative blower motor be replaced. We provided the exact service the customer requested. Once the blower motor was replaced and working we discovered the blower motor does not turn off with the switch as designed. We informed the customer we would be happy to look into this and diagnose the issue but there is a charge to do so. The customer declined to pay the diagnostic fee and left with the vehicle. Car-X Tire & Auto provided the services charged for and consider this complaint closed

  Customer Answer

  Date: 12/20/2024

  Complaint: 22671988
  
  I have reviewed the business' response and am rejecting it because:
  My car computer and antifreeze overflow tank were not bolted back down. The wring was not tired back down in properly.

  The speedometer and transmission were not working properly after leaving. had to return to car-x for them to straighten out what is causing the issue. The computer was re move in order to install the blower motor.

  I did not have the money to let car-x do a diagnostic on the blower motor to find why it stays on and controls stop working.  I SHOULD NOT HAVE THESE PROBLEMS FOR HAVING A BLOEER MOTOR INSTALLED!!!!!
  
  
  Sincerely,
  
  Lisslie Fraction

  Business Response

  Date: 01/27/2025

  This customers complaint was not even related to any repairs we performed. This complaint should not effect our rating due to being unrelated

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair 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.

  On 11/15/2024 my vehicle was dropped off at the Car-X for an oil change and a check engine light diagnosis and repair. I received a phone call the same day informing me that the vehicle had been diagnosed and would only need the turbo to be replaced in order to fix my vehicle issue. This was a $2800 repair total. After hearing the diagnosis and price I said to proceed with the repair to fix the issue. Prior to dropping my vehicle off it was giving a code for the solenoid A of the turbo. On 11/16/2024 I received a call saying that my vehicle was ready to be picked up. When I paid for the repairs, started my vehicle up, the check engine light was still on and remained on. I went inside to let the store manager know that my check engine light was still on. He stated that the mechanic did not clear the code. I was told to wait until the mechanic returned from a ********* run and he would clear the code for me. Upon him returning from Taco ****, he cleared the code, and I was again told that my vehicle was fixed. I took the vehicle home and tried to use it 2 hours later, and there was the check engine light. I used a diagnostic reader to find that the original code was still there, plus an additional code that was not there. Upon returning my vehicle to the shop on 11/18/2024, the vehicle was diagnosed as needing another $1500 in repairs for an issue that was caused during the replacement of my turbo, and the store manager informed me that there was nothing that Car-X was willing to do and that I would have to pay the $1500 out of pocket. This is after an employee told me that this issue is a direct result of the turbo being changed. I would like to have my vehicle properly fixed by Car-X or have my money refunded to me.

  Business Response

  Date: 11/22/2024

  We have spoken with this customer and agreed upon a day and time to get the vehicle inspected by another technician to determine the cause of the issues they are having. We will keep in touch with the customer until the issue fully resolved. 

  Customer Answer

  Date: 11/23/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/16/2025

  I would like to adjust my previous reply, as this issue has not been corrected. Since my last reply, the exact same check engine codes that caused me to originally take the vehicle in are being displayed once again. During the initial process, I was also told that by having Car-X replace my turbo that I would have a lifetime warranty for parts and labor on the turbo. This was quoted to me in the price over the phone when they asked for approval to start the work, however, in the final documents I received after making my payment, the warranty was not listed on the paperwork. In fact it said that I turned the warranty down, which is absolutely incorrect and not what was agreed to in the conversation. I would have never allowed the work to go forward without a warranty on something as expensive as a turbo. This issue has been ongoing for far too long. I paid a lot of money out of pocket to have my vehicle fixed only to be back to square one again with the same issues. I would simply like for my vehicle to be properly fixed at a new location, or receive a refund in full because the repairs that Car-X performed on my vehicle have not addressed any of my issues. As a reminder, please refer to my original complaint due to some issues arising after a mechanic performed repairs that damaged my vehicle such as a ****** plug repair that goes to the vehicles computer. 

  Business Response

  Date: 01/27/2025

  This customer never contacts our actual customer ********************** for us to handle any issues related to their repair. We have addressed this complaint each time we have received it including the last time. We feel this should not effect our rating due to the complaint is resolved

  Customer Answer

  Date: 01/30/2025

  I received my car back today and it appears that all issues have been resolved. I must also note that each time I spoke with the representative that contacted me to resolve my complaint, he made things easy. I was also given a detailed description of what was wrong with my vehicle and the repairs that were completed today when I picked it up from a different location other than the original location that performed the initial repairs. 

• 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.

  On 11 14 niece webt in for an oil change they told her something about her oil pan n was told 80 dollars she left the car there no paper work was given no break down the next day she goes n they are telling her its 800 dollars which she said why n told them they told her 80 she never got any paper work or anything shes a 20 yr old ************* took advantage of her her car was working before now its not even running diff out heating up

  Business Response

  Date: 11/22/2024

  I have spoken with the actual customer ***** ******. During the conversation I played her the audio of the security footage that clearly shows the manager explaining the cost of the repairs in full to the customer. The customer verbally agreed to all repairs at the counter for a total of $856.14. Car X considers this complaint invalid and closed.

• Initial Complaint

  Date:07/05/2024

  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.

  Took my car for an emissions at CarX on 6/24/24. There were no problem indicators on my dashboard when I arrived. Within 15 minutes of the technician taking my car into the garage, I was informed the car failed inspection due to the check engine light luminating. The manager said the car was showing manufacturer codes and sent me to the car dealer for diagnostic. Diagnostic showed no issues, and I was told the check engine indicator was most likely triggered by poorly executed emissions inspection at CarX. Dealership reran the inspection and it passed. I spent $203.95 for diagnostic and reinspection. Reached back to CarX and learned from one of the technicians that there was a problem with their inspection equipment that triggered the check engine indicator on several cars. District manager contacted me and instructed me to contact Worldwide Environmental Services (WEP) who also informed me that it is a CarX issue. I also contacted Gateway Vehicle Inspection Program (GVIP) who also informed me that it is a CarX issue. I continue to call CarX, but I'm not getting a response. I have been reaching out to them almost daily for the past week. No one is helping me with this issue. Detailed documentation (documentation of the issues, fail inspection notice from CarX, receipt from CarX, invoice from the dealership, pass inspection from the dealership) is attached.

  Business Response

  Date: 07/08/2024

  I have spoken with this customer about her concerns. Although we understand the inconvenience of having to take the vehicle to the dealership for additional expenses for diagnostic, Car-X **** & Auto does not have the ability to maintain or manage the equipment provided to us by the state of Missouri Highway Patrol / WEP. If the car dealership states the equipment is what caused the customers check engine light to come on then that is something she will have to communicate with them. We do not build/design/maintain such equipment. We did provide a reimbursement for the $24 inspection charge for customer satisfaction. Car-X **** & Auto considers this complaint closed and feels there is no need for any further actions. 

• Initial Complaint

  Date:06/08/2024

  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 attached my complaint in the supporting document section. In brief, I took my Car-X for a suspected exhaust leak and muffler replacement. My car ended up having to go to their shop 4 additional times after my additional visit due to poor workmanship. It took 3 visits for the exhaust to be repaired. An employee also admitted right in front of me that they knew that the job was not done properly but they decided to give the vehicle to me anyway. 2 additional visits were necessary because they failed to secure wiring for the rear O2 sensor causing it to snag and be ripped out by the drive-train. This caused my vehicle to nearly stall out in a busy intersection during rush hour. The attached document provides a full account of the situation.

  Business Response

  Date: 06/19/2024

  Our market manager was in contact as soon as the complaint was brought to our attention. The market manager got the vehicle to a different location where we inspected the exhaust for what corrections needed to be made. On this visit we removed all of the exhaust that we had originally replaced and re installed with new welds and hangers. This was done at no cost to the customer, along with providing the customer with transportation to and from work at no charge. When the customer arrived to pick up the vehicle we showed the customer that his 2000 Jeep Cherokee with ******* miles on the odometer had quite a few fluid leaks that caused several areas underneath to be soaked in oily residue. When we reinstalled the exhaust that day we did our best to secure the oxygen sensor harness to the oily factory retainers. After the vehicle left the retainer clearly did not hold very well as the sensor harness came loose and damaged the wiring. The oxygen sensor that had the damage to the wiring only has one purpose on the vehicle, and that is to determine if the catalytic converter was functioning properly. The downstream oxygen sensor has no bearing on how the vehicle runs, nor would it cause the vehicle to stall if it was not working properly. However we replaced the sensor at no charge to the customer and re secured it again to the retainers. All work provided to the customer still carries a 12 month or ****** mile part and labor warranty that expires on 5/1/2025 or ******* miles. ** the customer has any issues we will continue to honor our warranty, ************ would simply just need to bring the vehicle to any one of our 19 local retail locations. Car- X Tire & Auto feels this complaint has already been resolved and feels there is no need for any further actions.

  Customer Answer

  Date: 06/19/2024

  Complaint: 21820542
  
  I am rejecting this response because:
  

  I find the response on behalf of the business to be wholly inadequate. Car-X has highlighted the fact they performed the additional work at no charge to myself as evidence that they have resolved the complaint. I, however, find that point to be invalid. Yes, they performed the exhaust work at no additional cost, but it was work that I paid for that I did not receive until after the third visit to one of their shops. It should not have taken two additional trips to the shop in order to perform the exhaust repairs.
  
  On the matter of the downstream, I find that response inadequate as well. The O2 sensor determines tells engine that the catalytic converter is working properly, I agree. But would it not make sense, that were the sensor to experience sudden damage, that it would make it seem as if the catalytic converter was not functioning properly therefore causing the engine to stall. I have driven that Jeep for 9 years and have experienced nothing of the sort, in regards to stalling, in all of my years of driving it. If ************** has another explanation for what caused the vehicle to stall, then I should like to hear it. But, given the experience I had with Car-X, I do not think it is coincidental that such a thing should take place only days after my vehicle being in one of their shops.
  
  My dealings with Car-X were an extreme inconvenience and disruption. Never have I, as a paying customer, been treated with so little regard by a business. I disagree with Car-X. This complaint has not been resolved. The only resolution that I am willing to accept is a full refund of the amount that I initially paid Car-X. It is of my belief that the only way to deter a business from treating consumers with such impunity is through financial consequence. It is the only consequence they understand and without such a consequence they are essentially free to abuse and prey on the consumer. Car-X is well within their means to provide a refund seeing as they are part of massive, corporate conglomerate of auto shops which reported over 1 billion dollars in sales to its shareholder in 2023. The roughly $1,500 I paid to them to perform the exhaust work is a mere drop in the bucket. Whereas $1500, is no insignificant sum of money to me. When I spend that amount of money, I expect the job to be done right and to be done right the first time. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/24/2024

  Car X **** & Auto stands behind its original response as stated. The repair work ************ received from our location came with a standard 12 month or ****** mile parts and labor warranty which was honored with no questions. To answer **************** statement about the $1,500 refund being a "drop in the bucket", we are a small locally owned and operated franchise of Car-X, not MORO who is the corporation he is referring to. The fact of the matter is, repair work was paid for, and repair work was completed. A refund will not be issued and Car-X **** & Auto considers this complaint resolved and case closed.