Car-X Tire & Auto Service Center

Review: I am a very unhappy customer. I had my oil changed recently at the Fond du Lac, WI Car-X facility. About one day and a half later, all the oil was out of my engine. While I was driving home I thought I heard a diesel truck next to me (and there was a truck in the lane next to me). However, when I turned the corner, I realized that noise was coming from my car. I drove a short distance until I could stop. At that point it was making lots of noise and all the lights started flashing on the dashboard. I turned if off and sat until it could be towed to Car-X. It was said we would be given a 100,000 mile warranty, but that changed to a 6 month warranty. Then the Corporate Office was going to have the head trainer/auto tech look at my vehicle. However, that was also not done. Below if what I am offered for Car-X working on my car and causing it to have NO oil in the engine.

This is not acceptable - Please address this issue! Below is the final reply from the local Car-X. It is not acceptable!

==================================================

Mr. and Mrs. [redacted],

My name is [redacted] operations manager for Car-X of the Fox Valley. First let me appoligize for the issue. I have been behind the scenes trying to coordinate a resolution to the concerns. I have received an email form the Corp. office letting me know that they will not have the head trainer/Auto tech support look at your vehicle which now has me as the point of contact from here on out.

I will stand behind my offer of giving your vehicle a 6month (now 5 ) warranty that no damage has occur ed to your Toyota. I have 18 plus years in this industry and have personally serviced 10,000 plus vehicles for oil changes. I have had a situation like this happen before elsewhere with a Toyota. The customer shut off the vehicle immediately when their oil light went on. I then followed an expert authorized process as I state below. ( Vehicle ran fine for additional 200k until traded in)

I had Anthony do exactly what I have done before. I had him fill the oil with synthetic. I then had him bump the ignition to prime oil filter and get oil moving. I then had him start the vehicle and listen for any ticking or unusual noises. He let the vehicle run for 20 min. We then drained the oil inspecting it for any type of metallic particles, we did not see or find any. We then changed the filter again put fresh synthetic oil in it and let your vehicle run again for another 20 to 30.

In conclusion speaking with the 2 techs, Anthony and the Corp. tech/head trainer, we had determined that no damage seemed to have occured. I explained if anything where to happen it would be in the next 5,000 miles verified by other experts. I felt confident that damage had not occur ed which is why I was willing to do a 6month warranty which was more than fair in this situation which was confirmed by other experts in our industry.

If there was damage I would stand behind our work and come to reasonable resolution.

If you suspect any problems with your vehicle in the next 5 months please reach out to me and we will discuss actions to take.

I am sorry for all the time and inconvenience that has been caused.

Thank you!

[redacted]Desired Settlement: I believe that my almost new car bought with just over 30,000 miles had to have some damage to my engine from all the oil running out of my engine. I would like a warranty over the 6 months offered. I would like them to honor the store manager's first offer of 100,000 miles on the engine. I would also consider Car-X purchasing an extended factory warranty on my engine. Otherwise, I want Car-X to authorize a Toyota Dealer to check my engine thoroughly for any damage to the bearings, etc. that

Business

Response:

I understand what it is that the [redacted]s are looking for.

It would be unreasonable for us to warranty a motor for 100,000 miles (misunderstood

statement by manager) on a used vehicle that had over 30,000 miles on it. With

the refusal of our offer and to move forward and come to some sort of common

ground I will need all documentation from the [redacted]'s that complete and

proper maintenance was done on their

vehicle prior to them purchasing it. Documentation needs to include all oil

change receipts or documentation of oil changes at proper intervals, proper

recommended oil and quantity. With the uncertainty of prior services before they

purchased the vehicle, it would be difficult to come to a warranty agreement

and or future damages without this information. The same concern they have of

possible damage is the same concern in us giving a warranty of mileage not

knowing the history of this vehicle before the [redacted]'s purchased it. I am

willing to come to a common ground but need the info requested to protect all

parties involved and create a reasonable, clear and educated solution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] - Reply below

Complaint ID [redacted]

We reject Car X’s current response.

Our car was a factory leased vehicle prior to us purchasing it. Toyota’s lease agreement requires the Lessee to follow scheduled maintenance - including oil changes. To determine the lessee and provide receipts is an impossible task - as I am sure Car-x knows.

Providing a 100,000 mile warranty may have been a misunderstanding by the manager, but it was not by me. When I picked up the car, the manager stated to me he would warranty the car for 100,000 miles. I asked for this in writing. I said I would come back for this document. However, when I returned I was told no warranty would be provided for my car being completely drained of its oil.

There has been no attempt to find common ground. You stated you would warranty the motor for 6 months or 5000 miles (one oil change). Your response to our concern of the lack of oil causing trouble in the future was basically to “take it or leave it” – the offer of only a 6 month warranty.

Business

Response:

I have tried to come to a common ground with Mrs. [redacted]. Asking for a 100k warranty is unreasonable as the manufacture only warranties the motor for 65,000 miles. Asking for documentation on services prior to the purchase at 30,000 miles was not unreasonable with what was being asked of us as far as a warranty All the third party experts I have talked with all agree that if any damage was to occur it would be with in 5,000 miles. The offer of 6 months was and is reasonable by industry standards. All reasonable efforts have been made to reach common ground by Car-X.

Review: Had car towed to location on Tuesday 7-8-14. Was told that it might not be looked at that day. Towing company didn't drop off until 2-3pm. Received phone call on 7-9-14 asking for other set of keys. Dropped off in the evening at location by spouse. When he got there at 10pm there was still a mechanic there whom he talked to. The mechanic bragged that he got paid a commission for the vehicles he fixes and was speaking poorly of the management.

I called on Thursday 7-10-14 and was told they still haven't looked at the vehicle. I received a call on Saturday 7-12-14 that they knew what was wrong with the vehicle. When I called back I was told the part would be $54 and an hour labor. I asked how much the tow was and was told $60. Then the technician told me that I was also being billed 4 1/2 hours labor for the diagnostic testing on the vehicle so the total bill would be approximately $650. I asked if they had stopped doing free estimates and he told me that diagnostic testing was not included for free.

Not only was I not told ahead of time that diagnostic testing was a billable service, I am now being told that I owe over $400 before they could even tell me what was wrong with the vehicle. I had multiple phone conversations that they had ample opportunity to let me know this was not a free estimate. It is very unfortunate that I am being treated like this considering I've been a customer for over 10 years.Desired Settlement: 4 1/2 hours of labor is a little ridiculous for a diagnostic check. I know that there can be more in-depth issues but that should have been the first phone call. I would have appreciated being told that this was a billable service initially and authorizing how much time and money I wanted to put into this. I would like to pay the first hour of labor but don't think I should have to pay more than that. The vehicle is currently still in possession of the location.