Complaints

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2022, I took my 2017 Chevrolet Sonic into the ********** **** location with an error code of P0420 and was told it needed a new catalytic converter. I paid $1,996.02 in repairs for the new converter and an oxygen sensor on Nov. 23. Since then, I've had the same error code reappear 3 times. The first two times, I took the vehicle in and they repeated the repair at no additional charge. The second time I took the car back was on Jan. 13, 2023 and I am still looking for the exact date I took it back the first time. With this being the third time the same error code (P0420) came back on, I instead requested a refund so I could take it to another company. They insisted on me giving them another chance, and while I agreed initially, I've decided I'm not willing to give them a 4th chance to fail to fix the same error code and instead demand a refund.

  Customer response

  03/16/2023

  I did receive a call on March 10 asking me to call back, but hadn't had an opportunity to follow up until this evening. I called back late this evening (assuming I'd leave a voicemail on a desk phone) but think I accidentally woke the person up. They have said they will call me back tomorrow.
  

  Business response

  03/22/2023

  To Whom it may concern:
  
  One of my district managers reached out to ***** *********** in regard to his complaint. The customer and the district manager agreed to have the vehicle repaired under warranty at our Overland location. The vehicle was brought in and repaired on 3/21/2023 at no charge to the customer. Car-X feels there is no need for any further actions related to this complaint.
  
  Sincerely,

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to this location (Page and Overland) and it has been at least three weeks ago because the engine light was on. They said I need an air flow sensor. I asked for a diagnostic. They didn&#**;t do a diagnostic, they said they knew what it was. The engine light was still on. He told me that I needed to drive 150 miles and it is still on. I spoke with the district manager. He told me to go to another CarX in **************** (*******). He was supposed to meet me there but he didn&#**;t show. They said they would have to call another tech to resent it. They had me go back two times. I didn&#**;t get a receipt. I called several times. I finally picked up the car, the engine light was not on. When I started the car today to go to work, the engine light is on. They charged me over $700 for this and it&#**;s still not fixed. I asked the district manager yesterday for my money back, and he said he was going to try to fix it.

  Business response

  02/13/2023

  Once we received the complaint ***************** was able to get with the customer and resolve all the issues and concerns. Car-X feels there is no further actions needed. 

  Customer response

  02/13/2023

  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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 1st, I took my vehicle to the shop located at 7051 Watson Rd. St. Louis Mo. They were supposed to replace the motor mount, power steering pump, ball joints, and control arms. I went to pick up my vehicle and was shown the old motor mount they replaced, but said they had thrown out the other parts and could not show me those, they charged me $769.89. 2 weeks later while driving the vehicle the wheel fell off causing me to wreck and sustain injury. The tow driver stated that the ball joints and arm was old and just broke. I took my vehicle back to this shop and was told they would have to contact corporate. I have never hear back from anyone about fixing my vehicle.

  Business response

  11/02/2022

  Once notified of the customer's concern, I reached out to speak with the customer.  He had a ball joint that failed and was not part of the original repair.  We were able to help the customer with a discounted price to get the vehicle repaired and back on the road.  Car-X feels there is no basis for any further action.  Any additional questions please call.   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2005 ****** Camry towed to the Carx *********** ************************************ on Sunday, ******* 9th, 2022 as it had ran hot, shut off and started smoking on highway 170 near the shop. The car wasn't evaluated until Tuesday, ******* 11th as all normal workers, excluding 1 mechanic, were out due to covid (learned a month later). On Tuesday, ******* 11th the water pump, serpentine belt and coolant flush was repaired for $776.71. (attached) The vehicle wouldn't start on Sunday, February 20th and was again towed but to the ****** dealer where it was purchased. On Monday the 21st, the dealership service rep asked had the vehicle ran hot. I told him yes. He then stated that at that time the head gasket should have been replaced. As you can see it was not replaced by Carx. Due to the head gasket not being replaced in ******* now all of the fluids in the vehicle had gotten into the engine. The dealership stated that they could make the repairs at $5000 but if the head gasket has been repaired for approx. $1200 in ******* this would not have happened. They also stated that whenever a vehicle runs hot the head gasket is always the first thing you replace. I'm disputing that I received subpar service due to there being a lack of employees to do the work on the vehicles. My vehicle was not diagnosed properly. I have tried for 6 months now to get some kind of resolve from the corporate office with no return phone calls. There isn't a process for entering a complaint there via case number, ticket number etc. The receptionist is always friendly but I don't think it is fair I paid for an incomplete service and had to salvage the vehicle exactly 6 weeks later. The vehicle wasn't worth an additional $5000 but an additional $1200 in ******* was reasonable but I wasn't given that option. I would appreciate your help in assisting with a reimbursement as this bill is paid in full. Also, no other customer should have to go through this. ******* **********

  Business response

  10/06/2022

  To Whom it may concern:
  
  *********************** towed her 2005 ****** Camry with ******* miles on the odometer into one of our locations on the weekend before the service was performed. The vehicle was brought in for several complaints. The service comments on the invoice read the complaints as follows: Check engine light is on, the battery light is on, power steering frozen, the car is smoking, customer states it sounds like a belt issue. There was no mention by either the tow truck driver or the customer of an overheating concern. Once the vehicle was diagnosed in the shop on 01/11/2022 it was found the engine water pump pulley had broken, causing the belt to start smoking, and the check engine and battery light to come on. The manager wrote an estimate for replacing the water pump, serpentine belt, and flushing the cooling system due to opening the system. The customer approved the repairs. After the repairs were completed, the vehicle was put through a test drive cycle to ensure there was no overheating due to replacing the water pump. The vehicle was then returned back to the customer. On 01/24/2022 the customer brought the vehicle in with a complaint of the check engine light being on and the engine running rough, again no complaints of overheating or the vehicle not starting. Due to having service done 13 days prior we performed a free code scan and found a cylinder misfire code to which we informed the customer that spark plugs and ignition coils would be a good starting point. The customer declined to have any diagnostic or repairs performed. The vehicle's Carfax report shows that on 01/28/2022, the vehicle was taken to the ****** dealership to have the spark plug(s) and ignition coil(s) replaced. The next reported service on Carfax was on 02/21/2022, again at the ****** dealership. One of our district managers became involved with the customer in early March of 2022, where all of the repairs were gone over in detail, explaining the vehicle's current issues were not related to any of the previous repairs made by Car-X. On 03/22/2022 the customer spoke to a receptionist requesting someone other than a district manager reach out to her. On 3/25/2022, our operations manager reached out to the customer to review the repairs and help answer any questions. The operations manager informed the customer that the repairs we performed were to fix the problems the vehicle came in with at the time of service. Just like when the vehicle was taken to the dealer on 01/28/2022 there was no mention of a head gasket replacement being needed during the spark plug and ignition coil service. For these reasons, Car-X feels there is no basis for any additional actions.
  
  
  
  

  Customer response

  10/11/2022

  Complaint: 17799859
  
  I am rejecting this response because:
  any auto mechanic shop/business knows that if a car was smoking the vehicle ran hot.  I don't have a copy of the drop box envelope but CarX was well aware of the smoking issue.  And with that knowledge the head gasket should have been replaced. Also, why was I told that at the time of my vehicle being there that there was only one mechanic on duty due to Covid?  There was no way of me knowing that except it being used as an excuse for subpar service.

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

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 13 I went to the Kingshighway location for some simple work: I needed back tail light repaired and an oil change and freon. The car was running fine when I took it in. They called me the next day and gave me a whole list of things to be fixed. I went ahead and approved it. Everything that I took it in for was still not working. And there were other issues. I didn't even get it off the lot. I paid $1900. I learned the lady who was working on the car quit in the middle of working on it. They took it back and said they wouldn't charge me, but they had it for a week and a half. I got the car today and it is still making the same noises. I put the bill on my credit card. I'll be calling them to dispute the charge.

  Business response

  06/08/2022

  Once notified of the complaint, my Operations Manager met with the customer at another location and was able to resolve his issues.  Any additional questions please call.  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this inquiry in regards to an extremely poor quality of workmanship i received from ******************* ************************************************************. I had to keep coming back and forth multiple times for over two months and the issue has still not been resolved but it had triggered additional problems. The original problem is that the original catalytic converter was stolen. They installed a new catalytic converter and two new oxygen sensors. After the installation was completed the check engine light came on. I had to come back to the shop again and they let me know that one of the new oxygen sensors was not working. They reviewed the issue and said that they had fixed it. After about 40 miles the check engine light came back on again. This same issue occurred an additional 3 times. The last time my wife took the car into the shop as i was not available. They began to convince her that they needed to take the car apart in order to isolate the issue. It is clear that they are unable and lack the necessary competence to appropriately resolve the issue and are now requesting that they perform further and more invasive procedures in order to isolate the problem. The entire repair thus far was covered by our insurance, however they have now requested that I authorize them to deal with our insurance directly in order to see if the insurance would cover the further work required, otherwise I will be forced to pay the additional charges out of pocket due to their negligence. Original date of repair 2/3/2022 invoice# ***** Total Amount: ******** They have refused to provide any additional paperwork for the subsequent visits.I presume that the parts they are using are not compatible or knockoffs which is the source of the issue and therefore they are attempting to scam me with unnecessary and expensive repairs.

  Business response

  03/22/2022

   

  Dear Sir or Madam,

   

  This complaint does not belong to *********.  It belongs to our franchise, Brex, Inc., dba Car-X **** and Auto.  I notified ************  representative for their ******** based locations.  

  Alex should be responding to their guest complaint within 10 days.

   

  Sincerely,

   

  *********

  Customer **********************

  Business response

  04/26/2022

  Our Operations manager was able to get in contact with **************** and resolve all of his issues and concerns.  Any additional questions please call me at ************.  

  Customer response

  05/04/2022

  We went to the business location as discussed with **** on April 29th, we were greeted by someone by the name of ****, who promised that the
  

  Business response

  05/11/2022

  Our "NEW" manager made a mistake when issuing a credit.  Once notified of the mistake, our Operations manager reached out to the customer and apologized for the mistake.  We were able to get it corrected. 

  Customer response

  05/11/2022

  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,
  
  Dochko ******

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am seeking a full refund of $******** to my credit card for services that were NOT performed by Car X (like they claimed they were from the invoice on 08/03/2021), which is attached to this complaint. My car was taken to Car X in late July 2021 for overheating/coolant problems originally. I work from home and do not drive my car often, so the overheating/coolant problem was not noticed of not being fixed until we started getting warmer weather at the end of February 2022. On 02/28/2022, I took my 2013 VW Passat to Keiths Automotive in ********, **, *****************, **************. I took my car here instead of Car X in **************, ** were the car was originally taken to back in July/August 2021 for the overheating/coolant issues, because I wanted a second opinion (since the original problem was occurring again that Car X was supposed to fix back in August 2021). ****** Automotive (who has been in business for 37 years with no BBB complaints unlike Car X) determined that the ************************************************ a new water pump like Car X claimed in their August 2021 invoice. ***** took many pictures of the vehicle and now because Car X never fixed the original problem, I am facing another large repair bill due to the additional damage that has been done to the vehicles radiator (since the thermostat housing and water pump were never replaced back in August 2021 by Car X). I have asked Car X for the receipt for the water pump and thermostat housing that they claimed they got from ********* ********** in **************, ** and they have been unable to produce these receipts for these parts to me. I have been lied to, taken advantage of, and ripped off by Car X in *********, **. The least they can do is provide a full refund for the charges that they gave for work they never did. I expect the full refund of ******** to be processed to my credit card as soon as possible. This is so terrible what this place did to me. Please make this possible. Thank you.

  Business response

  03/03/2022

  Dear BBB,

   

  This complaint does not belong to Car-X LLC.  It belongs to our franchise in **************************************. dba Car-X **** and Auto, ********************************************************************; ***** to the attention of *********************.

   

  I will be contacting the franchise to let them know of the complaint.

   

  Sincerely,

   

  CAR-X LLC

  Customer **********************

  Business response

  03/23/2022

  Our market manager has been in communication with *****************************.  We are waiting on documents from the customer for our review.  Once reviewed, we will try and assist her with her concerns.  Any additional questions please call. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in there for 4 new tires for 2005 Ford Mustang. They told me the tires would be $707. They did not provide anything in writing. Somehow the bill was over $2000. I asked for a itemized receipt and they never provided them. I have called and spoke to the area manager and they were supposed to give me a written statement before they started working on my car and they never did that. The manager was supposed to look into it and get back to me. They never did. Also, one of my tires had a blow off right after I bought the tires and they won't do anything to resolve it.

  Business response

  02/25/2022

  Our market manager met the customer at our Bridgeton location where he resolved her concern.  Car-X feels there is no basis for any further actions.  
  

*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. ↩