Car X Muffler & Brake Shop

I checked all of the correspondence through my customer service manager and my district manager, we never received any information of an issue with a repair If we would have been informed of an issue or loss of trust in a particular shop, we would have made it easily available to have the repairs check at any one of our locations in the area However, it doesn't seem to be an issue with the repairs we performed but another issue Car-X warranty information states that all warranty work must be performed at our locations only Car-X still feels there is no basis for a refund

[redacted] that is an unfortunate situation As stated on the warranty sheet, the warranty is only valid at the original purchase location It is "not" nor does it state anywhere that it is a "National Warranty" If you have the damaged tire or were able to get the damaged tire to any of our locations that we own, we would be happy to warranty the tire out at no charge, as stated on the warranty sheet Without the tire it would be impossible to validate a warranty claim

Complaint: [redacted] I am rejecting this response because: See attached Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The mgr [redacted] knew my son lived in Knoxville and would take warrant issues thereHe stated that they were taught in training that this was so Why won't they contact Continental on our behalf, under these circumstances?Sincerely, [redacted]

We have shopped the local market to find our pricing to be very competitiveAll of the work performed does carry a month, 12,mile warranty and no additional chargeThe warranty that the customer purchased covers the part for the lifetime of the part and the labor for year and 48, milesThis additional warranty is fully refundable within the first days if the customer does not want the additional coverageWe would extend the refund time to this customer to keep good relationsAt this point we see no other reason for further reimbursement

Mrs [redacted] had her Chevrolet Aveo with miles on the odometer, towed in to have the converter checked The vehicle had multiple codes in the computer It also had multiple mechanical issues throughout the car This is all documented on the check out sheet and invoice # The air box snorkel was tore and causing the vehicle to run extremely roughThis was causing multiple codes The manager brought Mrs [redacted] out and informed her that this is where we would have to start With that large of a vacuum leak it would trigger more codes than just the mass air flow sensor The customer authorized the repair and declined the rest Car-X feels there is no basis for a refund

Initial Business Response / [redacted] (1000, 11, 2016/03/09) */ Mr. [redacted] has been using our store for quite some time and is a good customer. He came in on 12-23-15 to have his suspension repaired. He had a component go out that caused work that was repaired almost 4,000 miles before to go out. for... our good customer we were able to work with our vendors to help repair the suspension and still warranty out the parts that should not have been covered. The 08 Yukon with 128,992 miles also had a check engine light on with over six different codes. Other repairs were needed and declined at this time. All codes, repairs, and declines done were documented with a signed authorized by Mr. [redacted] . The check engine light that is on currently is for a completely different system then previously repaired. All of the repairs performed carry a 12 month 12,000 mile warranty. The phone call made on the 23rd was to inform Mr. [redacted] of the repairs needed and offer assistance assuming there must have been confusion after reading his complaint.

I called and left the customer a message on her Daytime phone The noise that the customer had inquired about was very apparent and did not need to be test driven A used car inspection typically only takes around minutes to perform The part that the customer had put on was in good working condition, it was the other idler pulley that was making the noise We quoted the price to repair the issue, and the customer declined to have the work done The customer can call me at [redacted] if they would like to discuss any further actions

I called and left the customer a message on her Daytime phone. The noise that the customer had inquired about was very apparent and did not need to be test driven. A used car inspection typically only takes around minutes to perform. The part that the customer had put on was in good working condition, it was the other idler pulley that was making the noise. We quoted the price to repair the issue, and the customer declined to have the work done. The customer can call me at [redacted] if they would like to discuss any further actions.

I reached out to Mr [redacted] the afternoon we received the complaint Mr [redacted] and I scheduled a time for him to bring the vehicle in to review the repairs that had been performed I reminded him that all of our repairs come with a month, 12,mile parts and labor warranty He agreed to bring the vehicle in, and never showed for the appointment Car-X feels there is no need for any further actions

Initial Business Response /* (1000, 11, 2015/12/15) */
Mrs***'s grandson brought the Jeep in for a safety inspectionThe brakes were inspected through a wheel that was never pulled offWe have video surveillance to support thisThe State Highway Patrol have addressed the inspection policy
with the technicianA Car X employee never touched or removed a wheel on the Jeep during the visitThe damaged was not subject to any action performed by our technicianCar X will not be reimbursing customer for damages we did not cause

I called and left *** a message to call me about his experience. When he calls back, I would be more than happy to meet him at the shop or anyone of our locations and take a look at the repair he has an issue with. The manager and assistant manager both stated the Mr*** was
present and shown the repair and agreed that it was to his standards. We would be more than happy to see what it would take to get the repair to his standards. All of the repairs done to Mr***'s truck carry a month/12,mile warranty. Car-X feels there is no basis for a refund. Any other Questions please call

Once notified of the complaint the district manager reviewed the camera footage during the service He was able to conclude all repairs were done properly The wheels were installed and properly torqued by the
employee However, we are more than happy to help the customer in good faith to make sure the vehicle is safe We reached out to the customer and offered to review the vehicle with them at any of our locationsThe customer informed us that the vehicle is not drive-able due to other issues than the ones listed in the complaint Once the vehicle is mobile, the customer has been informed that they can bring to vehicle in and we will address according At this point Car-X feels there is no basis for any future actions Any other questions please call

Complaint: ***
I am rejecting this response because: ...This a lie he contacted us earlier trying to repair damages telling us he would repair damages and he would call us back with more info.My husband and I were excited for actions to finally have been takenWe have been sitting and waiting for a call back now reading this im ***That muffler was damaged badly from our car hitting the ground from the lost fireThats why our car isnt running I would think he would have called us back like he said earlier to explain thisI have went above and beyond avoided a lawsuit They have hrs to fix this carIt has been weeks nowOr we will ne suing themWe have lawyer's ready to take the caseAll conversations have been recorded as well
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/11/16) */
Mr*** brought his vehicle in on October 5th with a progressive issueAfter multiple hours of diagnostic work and testing, we determined that the issue was outside of our equipment's parametersWe then referred Mr*** to a Toyota
Dealership or specialistWhile suggesting the vehicle be driven as least as possible to limit the repairs needed with the progressive, accelerating issueAll fees for the diagnostic work were waivedMr*** incurred no cost with our company

The customer returned to the shop the next and the exhaust pipe in question was re bent to the customer's satisfaction. He was brought out to the vehicle to approve the new sections of exhaust, and did. We also reached out to the customer later that evening to make sure all was
well. All issues and concerns were resolved

*** *** and I have reviewed all of his concerns and issues last week. The vehicle has been repaired and delivered with no issues. All of the concerns have been addressed and resolved per our conversation last week.

We need a new tier, muffler fixed, catalytic converter, render

He came on the 16th not the 19th. His total was $1,130.30, not $1,200. It is already fixed and has passed inspection. The monitors had to reset and he was afraid to drive it because his tags were expired, which I get. You have to drive at least miles for the monitors to
reset. Last time he came in, it had been reset, the light went off, and it passed inspection

Initial Business Response /* (1000, 7, 2015/10/08) */
The following is my response to the bankMr*** has attempted to dispute his credit card payment and this may suffice for Revdex.com rebuttal
Mr*** came to our store at 9:19AM on 9/8/and requested we check his exhaust system for a noise
We could not find any leaksWe noticed that the Catalytic Converter looked original and the vehicle had 216,miles on it and told Mr*** that it could be the cause of the noise but we would need to do more engine analysis & diagnostics to support making an absolute recommendation of replacementIn fact, we encouraged Mr*** to wait on the repair and drive it a little longer and see if the computer would trip a repair codeWe also told him that he had noises coming from the transmissionMr*** did not want to pay the analysis diagnostic fee to confirm the catalytic converter was the problemPer his request, we gave him an estimate of $to replace the converter and he left with our instruction to wait until there was more obvious evidence
At 11:22AM on 9/8/Mr*** returned to the store and said he "just wanted to get it done" and authorized us to replace the catalytic converter for the $
At 1:42PM on 9/8/Mr*** took delivery of his truck and complained that there was still a noiseWe advised him that we discouraged him from replacing the converter without doing further diagnosticsHe said "It's ok, I'm gonna get my money back anyway"
There is no basis for a chargeback on this issueMr*** contracted us to replace his catalytic converter without diagnosing the true cause of the noiseWe fulfilled that contracted repair and it remains under warranty for years, 50,miles
There are notes on the invoice explaining our comments regarding waiting to repair
I have reviewed security video & audio footage from this transaction and it supports all of the above
Respectfully,
*** ***
Vice President / General Manager
BREX, Incd.b.aCar-X Tire & Auto