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BBB Accredited Business since
Phone: (888) 692-2763 17352 Von Karman Ave, Irvine, CA 92614
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This company offers Handheld Automotive Diagnostic Tool and Software for auto repair and car maintenance.
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A BBB Accredited Business since
BBB has determined that CarMD.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for CarMD.com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Mike Beard, COO Mr. Fez Eskandari, Customer Support Supervisor
Number of Employees
Auto Parts & Supplies - New Auto Diagnostic Service Auto Service - Specialty Parts
Alternate Business NamesCar MD Carmd.com Corp
17352 Von Karman Ave
Irvine, CA 92614 (888) 692-2763 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: A few years ago I gave my husband a CarMD to help with his auto work. Had to use it the other day. We tried it twice and did NOT find what was wrong with his truck. It said the truck had NO problems! The turn single and break light still go out when the break Is applied. I have been trying to get a hole of their tech. service and all I get is recordings. This is ridicules for a co. that is suppose to have 24/7 call service.
Desired Settlement: If this is the way they do business we do not need this kind of problem. We are Senior Citizens on a fixed income and can not afford to lose $119.99 pluss shipping. I bought this product on there ease of operation and the fact that they had 24/7 Tech. service. Thank you; ****** C. ******* For ****** L. *******
Mr. ******* was not able to diagnose why his turn signal and the brake lights both go out when the brake is applied. Mr. ******* tried to use our Car MD device to diagnose this issue but was not able to get any trouble codes from the vehicle. We contacted Mr. ******* and spoke to his wife.
We contacted Mrs. ******* on 12/29/2014 at 10:29 a.m. PST. At this point we were trying to explain to Mrs. ******* how the tool functions and retrieves information from the vehicle. We explained to the customer that a vehicle stores fault codes when the check engine light is on and that our tool then retrieves those faults codes to provide a diagnosis. As we began to explain to Mrs. ******* that the issue with the turn signal and brake light did not trigger an error code the call was dropped.
We were able to return the call to Mrs. ******* at 10:33 a.m. PST because we were under the impression that the call was dropped. Shortly after introducing ourselves and explain that the call may have been dropped Mrs. ******* only responded I don’t want to talk to you anymore and hung up. We did not get a chance to explain to Mrs. ******* that our technical support was not 24/7 nor provide further details regarding the present issues with the vehicle. Our customer service and technical support department is available from 9a.m. to 5p.m PST Monday through Saturday.
Better Business Bureau:
The product is NOT as advertised All I want is my money back and they can have the CarMD back
at their expence.
We have reviewed the response made by ****** ******* and have done research to determine where the miscommunication occurred between our products advertising and Mr. *******. We have researched our authorized retailers and concluded that the product is advertised as “diagnose dashboard warning lights.” Our Amazon listing states “find out why your car’s check engine light is on.” Two of our HSN listings have similar wording in their product description “never get stumped by a check engine light again” and “checks your engine for hidden problems within seconds.”
Based on the two reports that were created by Mr. ******* on 12/19/2014 and 12/21/2014 there was no check engine light or any trouble codes stored in the vehicles computer. We did attempt to communicate with Mrs. ******* but she refused to speak with us. This took away the opportunity for us to inform Mr. and Mrs. ******* that the Car MD may also provide helpful information about possible TSB’s. After reviewing our campaign we found that our normal business hours are only advertised and not 24 hour service. We are available Monday through Saturday from 9a.m. to 5p.m at ###-###-####. We encourage that Mr. or Mrs. ******* contacts us if there are any further confusion regarding this issue. Our team of representatives will be glad to clarify and seek alternatives for the present issues. Please reference this number CSR #****** at the time of the call.
Problems with Product/Service
Read Complaint Details
Complaint: The CarMD claims to be able to
Desired Settlement: See Complaint Text
Customer returned our calls yesterday. I explained I would issue him a full refund and to look at his email for confirmation. I have attached prepaid label I sent to the customer. Once the unit is in route a refund for the full amount, including his original shipping cost will be issued to his ***** Customer accepted this.
Please let me know if there is anything else you require.
Problems with Product/Service
Read Complaint Details
Complaint: I am trying to get in touch with a company called "CarMd" located at17352 Von Karman Ave. Irvine, Ca 92614.I joined them in 2011 and have used them a couple of times with great success however I am how having trouble signing on to have my unit read out what the problem may be with my car. I sent them a "E"Mail over a week ago and have heard from them yet.Any help you can give me will be greatly appreciated.Thank You,*** ***************************
Desired Settlement: I just want to be able to get help. I followed there instruction but no success.I would love to speak to a person and not a machine.
Business Response: Dear ****** ******,
First and foremost, I would like to thank you for the years you have been a CarMD customer, and would like to apologize on behalf of CarMD for your inconvenience.
We have used all the tools at our disposal to locate the E-mail you sent us as you previously stated, but we have no records of it. We tried contacting you via the number you provided on January 30th 2014 at 14:05, but the calls kept getting disconnected. We also attempted contact via E-mail, but have not received a reply from you.
We checked your CarMD account, and noticed you were able to create a diagnostic report for your 2003 Chevrolet Malibu on January 29th 2014. Should you require any assistance please feel free to contact us directly at the information provided to you through the E-mail we sent you. However, should you decide to call the 888-692-2763 number, press 1 on the first prompt for English, 9 on the second prompt, and 9 again on the third prompt to be transferred directly to a customer service technician.
Thank you again for your time.
Date: Thu, Jan 30, 2014 at 5:00 AM
Subject: Compliant ID *******
Regarding the above listed complaint.
The problem has been corrected, I believe it may have been
my equipment or my problem logging in.
Sorry for the problems I may have caused.
Thank you for your time.
|11/19/2013||Problems with Product/Service|
|5/10/2013||Problems with Product/Service|
|4/22/2013||Problems with Product/Service|