Car X Tire & Auto

The parts were returned and the customer will be returning for the promised? refund.? All issues are resolved

Initial Business Response /* (1000, 7, 2015/12/02) */
We were able to get the vendor to take the clutch back since there were no signs of failure, for a refund We reached out to the customer on 12/2/2015, and a check in the amount of $will be issued to the customer to resolve the issue in
full

On 05/04/Mrs*** had her Chrysler Sebring towed in to our location at *** *** *** *** with a no start issue? We performed a Starting and Charging test on the Sebring? While performing the test Mrs***s car had a radiator hose that was leaking, rupture
? At "No Charge" we repaired Mrs***s hose with extra clamps we had at the shop? After repairing the hose and finishing the test we went over our recommendations with Mrs***? She declined to have any additional work done at that time? The customer called back in still having problems with the hose she declined to have replaced? The District manager contacted and informed Mrs*** that we would be more than happy to help repair the vehicle correctly at the best price available? The customer declined bringing the vehicle back in? Car-X feels there is no basis for any further actions? ?

Ms*** is not in our system as a customer? However, I pulled the information from a *** ***? The vehicle originally came in on 02/23/2017, it had 174,miles on the odometer? On the initial inspect multiple issues were found? The vehicle had no oil on the dip
stick and was smoking? All of the spark plugs were oil soaked? This was documented on invoice #28749, Mr*** was informed that the vehicle had multiple leaks and issues, that we would have to prioritize? and find a starting spot? Mr*** came to a conclusion of where he wanted to start gave Car-X the authorization with a signature? He understood and agreed that Car-X would not be held liable for any misfires after the initial repair? All of the work performed carries a month, 12,mile warranty parts and labor? After receiving? the complaint, I personally reached out to Mr*** to address Ms***s stated concerns? He was vague? and his concerns didn't exactly match up with Ms***'s? I offered to meet him at any of our locations and review their concerns? He agreed to meet me, and never showed up? At this time Car-X feels there is no basis for any further actions? ?

Complaint ID ***Per the phone conversation I had
with the Car-X Director of Operations by the name of *** (***) on Thursday July 28, 2016, he was to check the complaint logs of? his? Quality Assurance representativeThis was the only conversation we hadWhich occurred one day after you closed? this Revdex.com? complaint.? Their QA Rep contacted me the first week of July as a random follow up to my repairs with Car-X.? The QA Rep conversation occurred after the car was towed to the transmission shop.? I told the QA Rep what had happened to my transmission and? Car-X's responsibilityDuring my recent phone conversation with the Car-X Director, he? agreed? that was what they were doing when their QA Rep? contacted me in I have now waited? over a week and Car-X? has not contacted me as promised concerning their QA logs.? I did not tow the car back to the Car-X? shop? with? a complaint,? as I didn't know? what had happenedI only? found out? what? Car-X had done when it was towed to the Transmission Shop and that shop? Owner had checked it out.? It was then I got the random call from Car-X QA RepThe Car-X? Director by our phone conversation a week and a half ago never had any intention of doing anything about itAnd I was not going to tow the car back to Car-X and then tow it again to the Transmission Shop in I was? never expecting a full refund of the Car-X repairs, or full reimbursement of the transmission repairI was only asking him to meet me part way,? just something on their partHe? wouldn't agree to that, or anything else until he checked with his QA Rep concerning? log entry of my complaint? in 2014.? So the Car-X Director never called me? back.? So again Car-X leaves me hanging now as? they did in 2014.? Car-X never intended to do anything then? or now.? The Car-X Director of Operations? even challenged me to take this to small claims court.And it appears the Car-X Director of Operations doesn't think much of the Revdex.comThis? was? my current phone conversation with Car-X.? Car-X Director of Operations Mr*** *** stated "Within this time the customer never returned or reported any issues with the repair." Gentlemen, that is a complete fabricationIt was reported to their QA Rep days after the repairAnd he wrote his reply before talking to me.? ? I certainly will have nothing? more to do with themThey can go their way, and I'll? go mine.I have found another shop in my area that I'm very? much satisfied with

On 5/7/2018, *** brought her Nissan Pathfinder with 204,miles on the odometer in for an engine light that was flashing.? The Engine light flashing means there is a significant issue, you need to shut the engine off to avoid major damageA 21-year-old vehicle with 204,miles
would be even susceptible to problems.? The vehicle had multiple codes in the vehicle since it had went into a Fail Safe Mode.? The major issue at this point were the two injectors not operating properly.? The manager informed her that we would have to start there and clear the other codes to see if they were triggered from the vehicle going into fail safe mode.? The vehicle was delivered with no lights on the dash.? A couple days later the light came back on.? ? *** brought the vehicle back in for us to find a broken vacuum line.? Car-X repaired it at no cost and returned the vehicle.? The next time we saw the vehicle was on 5/22/2018.? The engine light was on again.? This time the vehicle was several quarts low on oil that caused a knock sensor code.? Mrs*** gave the authorization to do an oil change, however she declined other repairs.? There were no codes present pertaining to the original repair at that time.? All the worked performed on Mrs***’s car carries a Month/ 12,000-mile parts and labor warranty.? If she has any issue with those repairs, she can bring it by any of our locations and we would inspect them at no cost.? Car-X feel there is no basis for a refund.? We would be more than happy to help Mrs*** get her car repaired at the best possible price.? Any additional questions please call?

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.? ?

Mr*** came in off of our Best Value Advertisement that states, "Best Value! Save $when you buy our pack"! ? When he came in the manager explained the program to Mr***? We do not offer an oil change at $individually? A family pack must be purchased to get that
price? Once I received? the complaint, I personally reached out to Mr*** to address his concerns? He did not answer the call, so I left a message? Car-X would be more than happy to refund him the difference? of a regular priced oil change if he did not want to take advantage of the special pricing? At the time of purchase Mr*** agreed and authorized the package and amount with a signature? Outside? of the stated settlement listed, Car-X feels there is no basis for any further actions.?

The parts were returned and the customer will be returning for the promised refund.  All issues are resolved.

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

On 04/13/17 Mr. [redacted] brought his 2003 Pontiac Vibe in for an oil change and safety inspection.  I have reviewed the surveillance cameras and watched the oil change being performed.  The service was performed to manufactures specification.  I called to review my findings with Mr....

[redacted] and the number listed has been disconnected.  Car-X feels there is no basis for any future actions.  Please call with any questions or concerns.  [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will accept the fact that the refund for returning parts is the best that I can get in this situation. Thus I will take no further action, and Revdex.com can close the file.
Sincerely,
[redacted]

[redacted] brought her 2005 Chrysler 300 in with 201,272 miles on the odometer for a diagnostic inspection.  When the vehicle was checked in for the inspection, the A/C was the main concern.  However Mrs. [redacted] informed the manager that there were other electrical issue that were...

present.  The manager received this information through questions to help determine the type of testing.  This was all documented and signed off on before any work was performed.  During the initial inspection, multiple electrical and mechanical issues were found.  Some very concerning items, such as front tires wore so bad that the cords were showing.  Multiple fluid leaks, and front end suspension items loose with movement.  All issues were presented to the customer, all repairs were declined.  All repairs needed are stored in the system.  We recommended prioritizing the repairs so we could help with the pricing due to proximity of the issues.  Car-X feels there is no further actions needed.

At Car-X, we shop the local competition multiple times a year to ensure competitive pricing.  We also offer a best price guarantee with any written estimate using equal parts.  As a company policy, we keep all written estimates in store for our records.  However, we will email a...

customer the estimate at any time.  Please feel free to call the shop and they will email you a copy of the estimate.

On 07/01/2016 [redacted] brought her 1993 Jeep Grand Cherokee with 192,888 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.

[redacted] brought his 1998 Ford Expedition with 236,995 miles on the odometer in to our Fairview Heights location on 05/20/2017 for a brake issue and spin balance.  He authorized the repairs to be done and paid.  Car-X has not seen are heard from the customer until earlier this week on...

2/15/2018.  He had stated to the manager that we were the last repair shop that had serviced the truck and there was a stud broken.  If Mr. [redacted]’s vehicle would have had a broken stud when we worked on it, we would have sold him a stud and repaired it.  I instantly called Mr. [redacted] once we were notified about the possible issue to inquire about the time line and events.  There was no answer so I left a message.  The vehicle hasn’t been in our shop in over 5,825 miles.  It has been serviced twice by [redacted] for front end and suspension work since that time.  This information was all verified through [redacted].  Car-X feels there is no basis for any further actions.  If there are any other questions are concerns, please call.    re...

Mr. [redacted] came in off of our Best Value Advertisement that states, "Best Value! Save $43 when you buy our 3 pack"!  When he came in the manager explained the program to Mr. [redacted].  We do not offer an oil change at $18.55 individually.  A family pack must be purchased to get that...

price.  Once I received the complaint, I personally reached out to Mr. [redacted] to address his concerns.  He did not answer the call, so I left a message.  Car-X would be more than happy to refund him the difference of a regular priced oil change if he did not want to take advantage of the special pricing.  At the time of purchase Mr. [redacted] agreed and authorized the package and amount with a signature.  Outside of the stated settlement listed, Car-X feels there is no basis for any further actions.

When the vehicle returned two months after the original repair the vehicle was monitored for multiple hours while never acting up.  At this point we informed the customer if the vehicle began to act up again to please bring it back for further inspection.  If the customer is still...

experiencing any issues we would be more than happy to check the vehicle out at no charge.  If the issue pertains to anything we have repaired it is still within our 12 month 12,000 mile warranty and would be covered parts and labor.  Car X feels there is no need for a refund on this matter.

I called and spoke to Mrs. [redacted]. 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 12 month/ 12,000...

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.

Ms. [redacted] is not in our system as a customer.  However, I pulled the information from a [redacted].  The vehicle originally came in on 02/23/2017, it had 174,873 miles on the odometer.  On the initial inspect multiple issues were found.  The vehicle had no oil on the dip...

stick and was smoking.  All of the spark plugs were oil soaked.  This was documented on invoice #28749, Mr. [redacted] was informed that the vehicle had multiple leaks and issues, that we would have to prioritize and find a starting spot.  Mr. [redacted] came to a conclusion of where he wanted to start gave Car-X the authorization with a signature.  He understood and agreed that Car-X would not be held liable for any misfires after the initial repair.  All of the work performed carries a 12 month, 12,000 mile warranty parts and labor.  After receiving the complaint, I personally reached out to Mr. [redacted] to address Ms. [redacted]s stated concerns.  He was vague and his concerns didn't exactly match up with Ms. [redacted]'s.  I offered to meet him at any of our locations and review their concerns.  He agreed to meet me, and never showed up.  At this time Car-X feels there is no basis for any further actions.