Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  11/23/2024

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

  Customer response

  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

  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 response

  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

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took it there on 4/22. It would not start so I had to tow it there. The mechanic said he would charge ***** for a diagnostic. Later he said he wanted to keep it there to do more work. He took my ***** and did not do diagnostic. The car is not running. He said he would do the diagnostic for free if i return my car. I have not because i do not trust him.

  Business response

  05/08/2024

  The customer towed the vehicle to us on 4/22 stating the vehicle would start and die. Once the vehicle arrived our diagnostic fee to test the vehicle for this issue is $79.99 plus taxes and fees. When we had the vehicle we tested fuel pressure and scanned the vehicles computer for codes to determine the cause of the issue. The entire time the vehicle was in our possession the vehicle did not act up, it would start and stay running with no issues. We still performed several test while we had the vehicle to try and assist the customer with their issue. Our diagnostic fee does not get waived due to the vehicle having an intermittent issue, we still had to have a technician perform several test on the vehicle which takes time and equipment. We informed the customer that there could still be an issue with the vehicle and that if it acted up to bring it back and we would not charge an additional diagnostic fee. Car X will not be issuing a refund for this service. Car X feels this complaint is resolved and there is no need for further actions.

  Customer response

  05/08/2024

  Complaint: 21662933
  
  I am rejecting this response because:
  
  I was told that they couldn't do a diagnostic on my vehicle because the engine light was not on.
  
  Sincerely,
  
  *********************************

  Business response

  05/09/2024

  The check engine light had recently cleared by someone when the vehicle arrived at our location. What we informed the customer was that we would only be able to perform certain tests due to the fact the check engine light was not on. Had the check engine light been on it would definitely help narrow down the issue with the vehicle. However, this has no bearing on whether we still had a technician spend labor hours inspecting and testing the vehicle for the cause of the symptoms the customer had the vehicle towed in for, this is where our diagnostic fee comes into play. Our market manager informed the customer that if the vehicle is still having issues we would be happy to continue our diagnostic at no additional charge, however the customer declined to do so. As previously stated Car-X **** & Auto considers this complaint closed and feels there is no need for further actions.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I&#**;ve been without a car for a couple weeks and the car still has a problem, it misfires. They said it probably was the H3236353830****3134H and it wasn&#**;t the H3236353830****3134H. They told me it was a code and could be anything- spark plugs, cylinder, etc. They charged me a lot of money. I am trying to tell them that the car is still not right. He said it was the H3236353830****3134H and there is nothing else he can do for me. I want my car fixed correctly.

  Customer response

  04/30/2024

  ******************* called to say that **** - manager - said that he forgot to add 3 1/2 hours to the bill. This increased by between $500-$700.  

  Business response

  05/06/2024

  ******************* spoke with one of our market managers. The market manager met with her at another one of our locations to review the vehicle with her. We verified the vehicle had no misfires and that all repairs previously made by Car-X were performed properly and had no issues. Car X Tire & Auto considers this complaint closed and feels there is no need for any further actions.

  Customer response

  06/06/2024

  I had my car towed because the mechanic said it was misfiring.  So I took it to Car X.  The mechanic said he would check it out and told him the tow man said it was misfiring.  The mechanic called me back and told me a lot of things that my car needed.  I knew it needed a tune up, oil pan gasket and an oil change.  The problem was after he got through fixing different things, he kept saying I needed an oxygen sensor and speed sensor.  I said ok and after all of this he quoted me a price for doing the repairs.  It came up to $2500.  Later on the car was still not acting right so I took it back to him.  He said that nothing was wrong with the car and that I was making it up.  He said we need to put on some more price on the bill for labor which came out to $3000.  The check engine light was on and told him the car was still not right.  He refused to check it again.  I didn't have a car for 3-5 weeks and had to find a way back and forth to my job.   I told him it was still making a terrible sound.  He thought it was funny when he told me he had to change the price.  He said we needed it right away. 
  
  I would like a refund because my car is still not driving right and the work he was supposed to do he didn't do.  
  

  Business response

  06/18/2024

  The customers vehicle was last in on 5/16/2024. We replaced the ignition coils and spark plugs under warranty. This was done purely for customer ********************** as the vehicle displayed no issues running while in the shop. The vehicle was inspected by several different mechanics due to the amount of times the customer has stated "the vehicle does not run right". We have not heard from the customer since this last visit.  ********************** Tire & Auto considers this case closed.
  

  Customer response

  06/21/2024

  Complaint: 21641871
  
  I am rejecting this response because: My car engine light is still on, this matter is not closed. My vehicle is still not running correctly and I cannot get my vehicle inspected with the check engine light on. 
  
  
  
  Sincerely,
  
  *******************

  Business response

  06/28/2024

  The customer has not reached out to any of our locations or our customer ********************** line stating there were any issues with the vehicle. If there is an issue with the vehicle the customer is more than welcome to bring the vehicle in to any of our locations for us to verify the issue. If the issue is related to any of the work previously performed it would be covered under her warranty. Car-X considers this case closed and feels no need for any further actions on our end if the customer elects to not bring the vehicle in

  Customer response

  07/02/2024

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thurs Mar. 28 took our 2008 GMC Envoy to CarX because water and antifreeze was on our garage floor. Carx pressure tested and couldn't find leak. Sat March 30 they pressure tested again and found leak. Tues April 2 installed new water pump but still had a leak. Found damage to the Timing Chain Cover. Gonna replace cover.Sat April 6 ***** , the store mgr said his technician broke the oil pan resulting in further delays. And they asked me to be patient. Tues April 9 called for update. Still working on it Wed April 17 I went up to store they said car is ready but technician is test driving. ***** immediately called and said don't come up here car has a " serious problem ". While test driving car had no oil pressure and the vehicle stopped on test drive.Same day ***** called his Mgr from Overland Carx. Mgr *********************** came over with a technician and I waited 2 hrs then they decided to have car towed to other shop in *********Thurs April 18 Overland shop inspected damage and said the engine was " beyond repair". When they opened the car up they could see metal shavings in the engine. Wanting to charge me *****. As the cost of initial water pump was 1800. Plus an engine= 5700 Fri April 19 I went to Overland shop to speak with technician whom was not available. ***** ( tech) called Friday evening and offered to get us a " used engine" and use the parts that were already installed on car and installation of engine for ***** dollars. My car has ******* miles on engine. Or he can get us a refurbished engine for 4,200.My opinion is the engine was damaged when oil pan was removed. The oil pan was broken in pieces, I have a picture of broken pan. I feel like they owe me a new engine. I don't think I should pay anything not even 1855 they still want. They have had my car for nearly a month. Very distressing because I feel like they want me to pay for their mistakes. VIN- ***************** , 2009 GMC Light Envoy Utility Slt 4WD .

  Business response

  05/01/2024

  We have spoken with this customer and explained the issues with the original repair in detail. When the original estimate was given of the $1,858 the store manager was not aware that the issue the vehicle had could have resulted in issues with the engine. We have agreed that the customer will not be charged any additional money beyond the $1,858 and will be replacing the engine. Car-X feels this issue has been resolved and there is no need for any further actions.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 tires in December of 2019 from Car-X in *********. The tires are rated as ****** mile tires (Khumo tires) and with the tire purchase I had the front end alignment done and purchased road hazard insurance. I was told at time of purchase that if there are any issues that occur with the tires, the insurance would cover them. I took my vehicle to a mechanic today because I was noticing a rougher ride. He check my shocks and struts and they were all fine. He inspected the tires and found gashes/rips in the tread and stated the rougher ride is most likely attributed to the tires. As of today, I have only put ****** miles on these tires and I have them rotated every oil change. These tires are supposed to last ****** miles. **** I went to Car-X I was told the insurance only covers if I run over something or catastrophic failure of the tire, and in this case their insurance would not cover the current issues with the tire. I was NEVER told this when I purchased the insurance with the tires. He stated this falls under manufacturer defect. He called manufacturer and they said I had to show proof that an alignment was done every year and rotation done every oil change. I have only had an alignment done once since the purchase date because my alignment has not been off (no drifting from lane when no hands on steering wheel and the steering will is not off center). The car steers perfectly. Then he tells me it looks like it's been driven on gravel roads everyday for a year. I live and work in **************, I DON'T DRIVE DOWN GRAVEL ROADS. **** I purchased the tires there, I was told the tire insurance COVERS EVERYTHING. It's obvious they get people to buy the insurance and then don't honor it. **** you go back and attempt to use it, it's no good. I am sure I am not the only person mislead and lied to when purchasing their in-house insurance. I spent over $1000 there for tires, alignment, insurance and now they do NOTHING ABOUT IT! Now I have to buy new tires!

  Business response

  04/03/2024

   To Whom it may concern:
  
  *************************** brought his 2013 **** Explorer with ****** miles on the odometer into one of our locations on 12/26/2019 to have the tires replaced. The tires purchased were a Kumho Crugen HP71, which has a 65,000-mile tread life expectancy. When a tire manufacturer designs a tire and assigns a tread life expectancy rating, they have several items that factor into that number. The most important item is that the tire is properly maintained. Propper tire maintenance is the only way you can ensure a tire will reach its maximum tread life expectancy. This tire maintenance includes keeping proper tire pressure, rotating the tires at the correct intervals, and at minimum having the alignment checked if not adjusted once a year. Car-X does not offer an extra insurance on tires. We have two different installation options. We have a standard Road Ready Package or a Road Ready PLUS package. The standard package is our lowest cost install option and is a minimum requirement with the installation of new tires. The option the customer has on their invoice is our standard Road Ready Package. This package includes mounting,balancing, valve stem replacement (if applicable), and a 12 month or ****** free replacement road hazard protection. A road hazard is defined as a cut,snag, bruise, impact, or puncture that deems the tire un-repairable or unusable.This coverage that came with the standard installation would have expired on 12/26/2020 or when the vehicle reached ****** miles on the odometer. After the tire purchase date of 12/26/2019, the customer did not return for any tire rotations, alignments, tire checks, or any other tire maintenance with Car-X. I have attached the document that explains our installation packages for your reference.Car X considers this case closed and feels no further actions are necessary.
  
  Sincerely,
  
  *********************
  Operations Manager
  BREX, Inc. d.b.a. Car-X **** & Auto
  Office: *******************

*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. ↩