CarX Auto Service

I do apologize if there was a miscommunication with the customer service representative about the technical service bulletins She is not a technician, and does her best to help communicate the concerns and issues When diagnosing an issue you begin with the codes stored in the computer then follow a flow chart with the symptoms to determine the issue There could be many issues that mimic the symptoms of a TSB If you started with the TSB and worked the other direction you could possibly replace numerous parts before determining the actual issue The original codes that were in the system before the first repair did not lead us to any TSB After the repair the original codes never came back The codes that were present when the vehicle returned lead us down a flow chart that ended at the TSB It is not the responsibility of any of our managers or technicians to inform a customer of a TSb However, we do this as a courtesy to our customers to help save them valuable time and money considering we have the information available I hope this information helps you understand the process better

Initial Business Response / [redacted] (1000, 7, 2015/07/03) */ Contact Name and Title: [redacted] DistManag Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @chicarx.com CarX Tire & Auto July 2, WGolf Rd Schaumburg, IL CASE# : XXXXXXXX On May 26th Mr [redacted] came in for an alignmentHe was advised at that time that the camber adjustment would require kits to make any adjustmentAnd that because of the left side being more than 1/degrees negative it might have something bent or may need some addition reworking of the upper mountingThe reason for this being is no camber adjustment kits are available that will make a correction of over 1/degreesOn June 9, he returned and requested that the camber kits be installedThe right front adjustment with the kit corrected the camber problem on that wheelOn the left front it only corrected it to 1/degrees negative camberMr [redacted] was shown the end result and given options to correct thatIt is also noted on his invoice the final alignment camber readingsBut I find that no refund is due Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) With due respect to the district managerI would like to tell you that except dates everything in his response are bunch of liesOr may be he is being misinformed by his subordinateI went to Carmax on 26th May for alignment and I was told that camber bolts needs to be installed and I was told the price to be $Later when I returned to get it fixed the price gone up from $to $Again cheating and over charging me for cam bolts which costs $20-$30, instead I was charged $each for the cam bolts making $for twoAlso I was lied to for the time line to fix itI was told that it will take hours whereas that issue is not more than an hour of fixAfter their supposed "fix" the initial problem with the left side of the camber was still there and I was misinformed that the car's body frame has issues (this is on the invoice from carx)Dissatisfied with the cheating and lying at CARX I went to [redacted] the next day for a second opinion where my car was fixed the left side was corrected to 1/degree from degrees and alignment was corrected as well and surprisingly my bill at [redacted] was only $with correct alignment and camber fixedI have paperwork from both CARX and [redacted] CARX is absolutely upto cheating and fooling customers like me who do not have expertise in car's mechanical stuffThey only fooled me and over charged me without fixing my carThat is my concernIf Mr [redacted] has any business ethics he may investigate the cheating going on in the name of CARX at the locationMoreover, in your response you did not touch the key points of my initial complaint which is over-charging and misinforming and also cheatingPlease let me know if you need me to send you the paperwork from CARX as well as [redacted]

Complaint: ***
I am rejecting this response because:Why was the bulletin not checked first? According to the customer service representative that contacted me over the phone stated that this is a known recall on these vehiclesIf it is a known recall, why aren't the service shops aware that this symptom is linked to the known recall Shouldn't the shop check the bulletins first?
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/07/03) */
Contact Name and Title: [redacted] Dist. Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@chicarx.com
CarX Tire & Auto July 2, 2015
423 W. Golf Rd.
Schaumburg, IL 60195 CASE# : XXXXXXXX
On May 26th 2015 Mr....

[redacted] came in for an alignment. He was advised at that time that the camber adjustment would require kits to make any adjustment. And that because of the left side being more than 4 1/2 degrees negative it might have something bent or may need some addition reworking of the upper mounting. The reason for this being is no camber adjustment kits are available that will make a correction of over 2 1/2 degrees. On June 9, 2015 he returned and requested that the camber kits be installed. The right front adjustment with the kit corrected the camber problem on that wheel. On the left front it only corrected it to 2 1/2 degrees negative camber. Mr. [redacted] was shown the end result and given options to correct that. It is also noted on his invoice the final alignment camber readings. But I find that no refund is due.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With due respect to the district manager. I would like to tell you that except dates everything in his response are bunch of lies. Or may be he is being misinformed by his subordinate. I went to Carmax on 26th May for alignment and I was told that camber bolts needs to be installed and I was told the price to be $150. Later when I returned to get it fixed the price gone up from $150 to $550. Again cheating and over charging me for cam bolts which costs $20-$30, instead I was charged $70 each for the cam bolts making $150 for two. Also I was lied to for the time line to fix it. I was told that it will take 4 hours whereas that issue is not more than an hour of fix. After their supposed "fix" the initial problem with the left side of the camber was still there and I was misinformed that the car's body frame has issues (this is on the invoice from carx). Dissatisfied with the cheating and lying at CARX I went to [redacted] the next day for a second opinion where my car was fixed the left side was corrected to 1/2 degree from 3 degrees and alignment was corrected as well and surprisingly my bill at [redacted] was only $139 with correct alignment and camber fixed. I have paperwork from both CARX and [redacted] CARX is absolutely upto cheating and fooling customers like me who do not have expertise in car's mechanical stuff. They only fooled me and over charged me without fixing my car. That is my concern. If Mr. [redacted] has any business ethics he may investigate the cheating going on in the name of CARX at the location. Moreover, in your response you did not touch the key points of my initial complaint which is over-charging and misinforming and also cheating. Please let me know if you need me to send you the paperwork from CARX as well as [redacted]

I do apologize if there was a miscommunication with the customer service representative about the technical service bulletins.  She is not a technician, and does her best to help communicate the concerns and issues.  When diagnosing an issue you begin with the codes stored in the computer then follow a flow chart with the symptoms to determine the issue.  There could be many issues that mimic the symptoms of a TSB.  If you started with the TSB and worked the other direction you could possibly replace numerous parts before determining the actual issue.  The original codes that were in the system before the first repair did not lead us to any TSB.  After the repair the original codes never came back.  The codes that were present when the vehicle returned lead us down a flow chart that ended at the TSB.  It is not the responsibility of any of our managers or technicians to inform a customer of a TSb.  However, we do this as a courtesy to our customers to help save them valuable time and money considering we have the information available.  I hope this information helps you understand the process better.

On 4/4/2016 the customer brought the vehicle in with a misfire and drivability issue.  After performing a diagnostic test we informed the customer that we would have to start with the ignition coils that had failed.  At this point there was still a possibility of an underlying issue. ...

Once the coils were replaced the vehicle ran fine and no codes were present.  The vehicle was delivered after multiple test drives with no issues.  The vehicle returned at a later date with another run ability issue. The customer was assured that all work performed on the previous repair carried a 12 month 12,000 mile warranty.  The codes in the system were directed to a problem with the intake manifold.  While diagnosing this problem we replaced spark plugs to eliminate a possibility, this did not take care of the problem.  However we found a technical service bulletin for the intake system.  We informed the customer, and referred him to the dealership to save him money since they would cover the repair for this issue.  We also refunded the customer the money on the spark plugs since this did not correct his issue.  At this point Car-X feels there are no circumstances for any future refunds.

Business indicated in phone call to Revdex.com that the roof is out of warranty, and the complaint was not filed by the person with whom the contract was made.