Car X Tire & Auto

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The customer came in on 06/24/16 and requested us to put on an alternator. At this point he declined any check out or diagnostic check and signed off on this as documented on invoice #11083. The alternator that we installed is still within the lifetime warranty on the part and
years and 48,miles labor warranty. The customer also declined our suggestion of replacing the battery that was not holding a sufficient charge. He opted to warranty it out and replace it himself. Car-X sees absolutely no grounds for a refund

On 07/19/Mr*** brought his Cadillac with 174,miles into our location at *** ** *** *** to have a cooling system check. We performed the cooling system check to conclude that there was a massive leak at the water pump. It was also noted that the vehicle was
running very rough and had multiple engine codes in the system. Mr*** was informed that we would need to replace the water pump, thermostat, and spark plugs before we could go any further. The repairs were finished and the ticket was noted and signed by Mr*** that the vehicle still required attention and was running rough. The customer decided to pick the vehicle up and continued to driving regardless. The vehicle overheated while the customer was driving it. When the vehicle returned to the shop all repairs performed were in good working order. However driving the vehicle in the condition it left caused an issue internally within the engine. Car X feels there is no basis to except any liabilities on this matter.

The customer came in on 06/24/16 and requested us to put on an alternator. At this point he declined any check out or diagnostic check and signed off on this as documented on invoice #11083. The alternator that we installed is still within the lifetime warranty on the part and
years and 48,miles labor warranty. The customer also declined our suggestion of replacing the battery that was not holding a sufficient charge. He opted to warranty it out and replace it himself. Car-X sees absolutely no grounds for a refund

Mr*** came into the South Kingshighway locations with a prior diagnostic estimate on 03/02/ We repaired the item that he requested to remove the code After the repair a second code appeared Mr*** decided he did not want to have anymore work done at this time
He went to the dealership and found that the second repair was under a recall and had them repair it Car-X had no problem refunding the customer for the diagnostic test that did not show all repairs needed The refund has been issued and Mr*** agreed it was sufficient to resolve his issue

On 08/22/Mr*** brought his Toyota Camry with miles on the odometer in to our location at *** ** ***. He requested an oil change, to check the engine light, and check for the cost of a tune up. We went over the cost of the oil change and
tune up with Mr***. He approved the oil change and all but one of the services for the tune up. He returned on the 08/25/to have the remaining service performed. Days later on 9/30/the vehicle was towed in and would not start. After diagnosing the issue, it was found that the armature on the starter was stuck out and shorted the wiring causing it to burn. The customer authorized the starter and battery to be replaced at this time. When the customer brought the vehicle back in it had 242,miles on the odometer almost 4,miles after the original repair. The oil change was almost 2,miles past due and had very little oil in it. The two previous repairs were in completely separate systems and not related. The engine that has 242,miles on it and ran with almost no oil, clearly had an internal engine failure. Car-X feels there is no basis for a refund

Mrs*** was able to bring the vehicle in for us to show her and explain the repairs that were performed I believe after showing her the repairs, she understood there was a misunderstanding of the parts that had been removed and replaced However, we were able to help her get the
repairs within her budget to resolve the issues Car-X feels all issues have been resolved

Initial Business Response /* (1000, 10, 2015/08/10) */
The customer came in on 6-5-with 200,miles on the vehicleThe car did not come in for overheating the first time, it came in for a power stirring issue which was correctedThe came in again on 6-11-with 200,miles for a over
heating issuesThe customer declined the rubber hoses which we recommended because of the mileage on the carWe did a coolant flush on the carThe vehicle did not return until 6-29-200,miles and a heater hose blew which was a separate issue than the last timeWe gave her the hose and charged her a little labor to installThe customer called back and told us another hose had an issueWe told her to bring the car back in so we could take a look at the carShe never brought the car back, and all our work included a month or 12,mile warranty

On 03/29/2017, *** *** brought their Chrysler Pacifica with 203,on the odometer in for service. The vehicle had multiple issues from brakes, front end parts, motor mounts, and the engine cradle. The manager prioritized the repairs with safety in mindThe ***s
requested to do the brakes and declined all other repairs. On 07/29/2017, the ***s return with more symptoms and issues. Again, we prioritized the repairs and documented the other issues. Including the Engine Cradle that was rusted and had a hole. Car- X feels there is no basis for a refund on the repairs. However, I would be willing to refund the customer the amount they spent on an extended warranty on the last invoice. I called and left the customer a message to inform them of the refund, and have not heard back

The customer and I have spoken in depth about the repairs and his concerns. We have resolved all the issues.

I called and spoke to Mrs*** *about her repairs she had performed. I offered for her to bring the vehicle in to that facility or any of our facilities to have the vehicle looked at for no charge. If it was one of the repairs we performed the they carry a minimum of month/ 12,
mile warranty. So the repairs would all still be covered. If it was anything else, we would do everything in our power to help get the vehicle repaired at little to no cost. She claimed, she took the vehicle to another repair shop to have the repair finished. I asked her to send me the invoice and if any of the parts were replaced that we installed, I would get with my vendor and see if we could offer her a refund claim on those parts. She agreed, so I am waiting on the invoice. Car-X feels there is basis for a refund at this time.

After seeing the review, I was able to meet Ms*** at one of our locations to review the vehicle and repairs Ms*** and I took the vehicle for a test drive and inspected the repairs together We both agreed that the repairs were done to both of our satisfaction Ms***
and I also worked together to resolve her new issue with the check engine light All issues are resolved

Once notified of the complaint, I reached out to the customer to discuss their issue. There was no answer so I left a message. *** *** brought his Toyota Prius in for an overheating issue on 01/27/2018. The vehicle has miles on the odometer, so there were a few
concerns with the overheating. We recommended starting with the Coolant Temperature Sensor and a radiator that had a small leak in it. The customer authorized the coolant temp sensor and declined the radiator. The Check engine light for the sensor was resolved, however the leak was not. The vehicle returned to the shop days later with an overheating issue. At this point the customer was informed that the radiator would have to be replaced. They declined it agian. All of the work performed carries a Lifetime Part Warranty and years and 48,miles Labor Warranty. If there is any issue with that part it is still within warranty. We would be more than happy to work with the customer to get the radiator fixed at the most reasonable cost. All they need to do is call. Car-X feels there is no basis for a Refund

We have no records of a Ms*** *** at any of our locations When I received the information about the damage claim I reached out to the customer right away I called the number on file and left a message I did not receive a call back I waited two days and called
once more This time Mr*** answeredMr*** is the customer on file that we have been servicing his vehicle for over two years and 20,miles I asked him about the damage on the headlamp He told me that the scratch was present before the visit to the shop, there was nothing to worry about I told him, I was happy to hear that because I personally reviewed the security cameras and saw nothing that would have caused damage to the lens I asked him if he could relay that information to the Ms*** that made the claim He informed me that they were no longer together and he had no issues with Car-X Car-X feels there is no basis for a refund

Mr*** came into the South Kingshighway locations with a prior diagnostic estimate on 03/02/ We repaired the item that he requested to remove the code After the repair a second code appeared Mr*** decided he did not want to have anymore work done at this time
He went to the dealership and found that the second repair was under a recall and had them repair it Car-X had no problem refunding the customer for the diagnostic test that did not show all repairs needed The refund has been issued and Mr*** agreed it was sufficient to resolve his issue

Ms *** brought her car in on 9/17/for a noise complaint, and a non starting issueMs *** authorized all repair work to be done, correcting the "no start" issue and front end suspension issues
All of the work performed includes a month, 12,mile warrantyOn 11/Ms ***
returned having the same type of no start issue, The repairs needed were covered at no charge under the 12mth 12k mileage warrantyAt this time, all of the repairs including the suspension work was inspected and working properly

The customer was informed at the time of the decision that there is always a possibility of issues or more time needed when dealing with a used item. At this point the cost was most important to the customer, so he opted to go with the used unit. After installing the unit issues
were found and corrected. The vehicle has since been delivered and all of the customer's concerns have be addressed and handled

On 07/01/*** *** brought her Jeep Grand Cherokee with 192,miles in for a run ability issue. The courtesy inspection was performed and documented as the vehicle was brought into the shop. The inspection concluded that there multiple codes in the system. Along
with other issues such as the hood supports were broken, multiple misfires, cv axel boots torn, thermostat not functioning, and the oil pan was leaking. She elected to have the run ability issues repaired. While checking the repairs the oil pressure sending unit failed due to age, causing oil to spray onto the motor. The sending unit was replaced at no charge to the customer. We cleaned the effected area and requested for the vehicle to return to inspect the sending unit’s seal. The vehicle returned for inspection of the sending unit and additional repairs. All repairs were working properly. However the oil pan was still leaking from the original evaluation Car X feels there is no basis to except any liability in the matter of this issue.

After seeing the review, I was able to meet Ms*** at one of our locations to review the vehicle and repairs Ms*** and I took the vehicle for a test drive and inspected the repairs together We both agreed that the repairs were done to both of our satisfaction Ms***
and I also worked together to resolve her new issue with the check engine light All issues are resolved

Initial Business Response /* (1000, 7, 2016/01/07) */
We do apologize for the inconvenience of returning to get your wheel lock There was a manager transfer during this period which left the new manager in the dark on the subjectThe technician did not have to remove the spare in order to
replace the tires Just to make sure, we called the dealership with the vin number and verified that, this particular vehicle did not come with a spare or jack kick Therefore Car X will not be held liable for any reimbursement