Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was towed by carwrex and they are refusing to allow me to get my personal belongings without signing over the title to them. Directly going against state law.

  Business Response

  Date: 12/02/2024

  To Whom it may concern,

  This issue has been resolved according to WV Law ************ Customer received their belongings and also was allowed access to remove the radio. 

  Any additional comments questions or concerns can be answered during Business hours 8a.m -4:30 pm Closed 12-1 lunch.

  Owner 

  Loren C*****

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like CarWrex to refund the money that was paid to them because I feel the car was not fixed properly from the beginning, due to the mistakes that were made throughout the process, and there were NO leaks whatsoever when the car was brought in on 4/11/23. I am now without a car, sharing different family members vehicles, trying to commute to school/work. I am filing a complaint here first for a resolution to this situation because it’ll cost me even more money if I tried to proceed this to court. Thanks.

  Business Response

  Date: 08/21/2024

  To whom it may concern,

                  We are responding to the allegations and claims set forth to you by ***** ******* on her 2014 BMW 320i.

  The BMW was towed in from an outside company to our shop (11/19/2023) for having issues with the motor. Ms. ***** ******* advised the car had been torn down by a relative who had started to try and repair the issue himself. She said he put it back together the best he could and the remaining parts were in the car. The mechanic here at the shop drove it around to the shop to start diagnostics on it which is when we discovered there was an issue with the oil leaking under engine cover and the timing chain was bad. Loren had called 11/20/2023 to advise the customer of what we had discovered and due to it being a BMW we had to order a special tool and a timing chain from the dealership. We were advised by Kelly BMW in Columbus Ohio that the timing chain kit would be a few month out. After waiting thru the holidays we made contact end of January 2024 to check on part. We were informed by Kelly BMW that the order was misplaced had not been reordered by their company. They informed us we would have to wait for another one to be ordered and they would expedite the part since it was their mistake. So we waited another couple months for the part to arrive at our facility. During which time we had to fire several mechanics for making “potentially catastrophic” mistakes on Ms. *******’s engine. One of these mistakes lead to us having to order a specialized tool to pull the oil pan out without causing any damage or leaking issues.

                  We tried to make the repairs of affordable as possible for Ms. ******* she was quoted a price “for a rough estimation for the repairs ($2500)” as we cannot guarantee until the job is finished.  We had to order additional parts for the tensioner belts, and valve cover gaskets which were not included in the kit purchased by Kelly BMW. So these parts had to be added on to the estimate as the car repairs couldn’t have been completed without these parts. The final bill was $4203.76 which we did offer her a discounted price of $3200.00 cash. We did not charge her storage, or for the specialized tools required to complete the repairs on her BMW.  They picked up the vehicle on 04/11/2024 were advised to keep an eye on the oil as everything had been drained and refilled to proper amounts, but could still need additional oil added. We advised her that if she had any issues to let us know. We were then contacted the next day (4/12/2024) that she needed a tow due to it having a major oil leak along with a coolant leak. The vehicle was pulled into the shop on 4/15/2024 which we determined the coolant leak was due to a heater hose clip being rusted and not holding enough pressure on the line. The mechanic also had determined the oil was coming from a bad sending unit. The car was test driven determined no leaks or issues after test drive and given back to customer 4/17/2024. We were then notified on 4/22/2024 by Ms. ******* that the car was showing a “Engine Oil Pressure too Low” we dispatched a driver and picked up the vehicle and towed it here to the shop at no expense to her. The car was low on oil which we added more oil, and we kept an additional day to assure no issues and car was returned to customer on 4/25/2024 with another reiteration on checking the oil to assure the motor wasn’t low.

                  After 75 days equaling 2.5 months (7/09/2024) we were contacted by Ms. ******* that the car had shut off in traffic. Loren had inquired about the oil level in her BMW, at which time she informed him it was low however she just hadn’t had time to get around to filling it. We informed her to have it towed here, which an outside company provided that service for her. She reached out to the owner Loren via text message (7/11/2024) to get an update which we were unable to provide at the time due to not having an open lift. Loren advised to reach back out to him tomorrow (7/12/2024) which he was not contacted on this date. Ms. ******* sent a message to Loren on (7/16/24) which he advised her at the time the motor was locked up due to the lack of oil in the motor. She contacted the office which informed her of the same findings and that there “was not” an adequate amount of oil in the engine.

                  In conclusion we did offer a “limited warranty” as we cannot cover normal wear and tear on mechanical work on a vehicle. Unfortunately we had determined that the vehicle was to low on oil for the motor to function properly which caused the motor to lock up, resulting in the need for a new motor.  This results was due to not replacing the low oil level which needed to be monitored as per instructed. When the car left here on 7/25/2024 there were no leaks, no warning lights, and no indicators on the dash of Ms. *******’s BMW.

  Thank you,

  Loren C*****

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  In response to Carwrex’s statement, 

  I have retained all relevant text messages, photographs, and receipts, which corroborate the sequence of events. I am seeking a full refund of $3200 cash paid to CarWrex as I believe the vehicle was not properly repaired and was in fact made worse and the mistakes made during the process have resulted in significant additional cost, inconvenience and financial burden. I am currently without a vehicle, relying on family members for transportation, and I’m seeking a resolution to the situation through this complaint and will seek further help to resolve this issue. I CANNOT go without a car and I have no intention of letting this matter go as the $3200 was basically spent for no reason as my car is now completely inoperable. 

  Regards, 

  ***** *******

  Business Response

  Date: 09/26/2024

  Our companies reply remains that of the previous one. We tried to be understanding of the situation and help out as much as possible. The refund that is being sought doesn't even begin to cover the labor hours, parts, special tools required for the timing chain kit, and other expenses of this repair. So to reiterate our previous response this is to our knowledge the best we have to offer.
  When they picked up the vehicle on 04/11/2024 customer was advised to keep an eye on the oil as everything had been refilled to proper amounts, but could still need additional oil added. We advised her that if she had any issues to let us know. We were then contacted the next day (4/12/2024) that she needed a tow due to it having a major oil leak along with a coolant leak. The vehicle was pulled into the shop on 4/15/2024 which we determined the coolant leak was due to a heater hose clip being rusted and not holding enough pressure on the line, which we fixed at the time. The mechanic also had determined the oil was coming from a bad sending unit. New sending unit was ordered and the car was test driven determined no leaks or issues after test drive and given back to customer 4/17/2024. We were then notified on 4/22/2024 by customer that the car was showing a “Engine Oil Pressure too Low” we dispatched a driver and picked up the vehicle and towed it here to the shop at no expense to her. The car was low on oil to which we added more oil, and we kept an additional day to assure no issues and car was returned to customer on 4/25/2024 with another reiteration on checking the oil to assure the motor wasn’t low. Which in certain model vehicles they burn off more oil than others.
  After 75 days equaling 2.5 months (7/09/2024) we were contacted by customer that the car had shut off in traffic. Loren had inquired about the oil level in her BMW, at which time she informed him it was low however she just hadn’t had time to get around to filling it. We informed her to have it towed here, which an outside company provided that service for her. She reached out to the owner via text message (7/11/2024) to get an update which we were unable to provide at the time due to not having an open lift. Owner advised to reach back out to him tomorrow (7/12/2024) which he was not contacted on this date. Customer sent a message to Loren on (7/16/24) which he advised her at the time the motor was locked up due to the lack of oil in the motor. Which at this time she verbally told him about the oil low pressure light on the dash before we had picked it up? She contacted the office which informed her of the same findings and that there “was not” an adequate amount of oil in the engine. So therefore this motor was locked up and would need replaced at additional costs to her.
  So our companies reply remains that of the previous one. We tried to be understanding of the situation and help out as much as possible. The refund that is being sought doesn't even begin to cover the labor hours, parts, special tools required for the timing chain kit, and other expenses of this repair. The very last time this vehicle was towed by and to our company the motor was locked up due to an insufficient amount of oil in the motor and was non running as a result. As for the way it was returned to her another towing company is responsible for the pick up, and parts situation as we were closed when they picked the vehicle up.

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complaint about Car Wrex in Williamstown, wv. I had them tow my vehicle in 2 weeks ago for an ESTIMATE. I called a week later to check cuz I hadnt heard anything they said estimate was not complete but was at 7200. They still had to price the windshield and something else. I hadn’t heard from them so I called today. Estimate over the phone was 9200. Paperwork says 9680. They were charging me for paint and other stuff I wasn’t interested in because I just wanted used parts. I called ******* auto they have a used fender 60$. Today I wanted an email of the estimate the lady said she didn’t know how to do that. I went for a print out. Never got one. The guy dicked me around then offered to do all the work for 7500 cash BECAUSE THEY ALREADY ORDERED THE PARTS. NO ONE CALLED ME TO OK THE ESTIMATE.
  
  We let them know we don’t want to do business with them. I do not want to give these people my money. So we told them no I’m sorry we will have it towed back. Now there’s a 2500 CASH ONLY storage fee. That went up 100 bc I got lippy.

  Business Response

  Date: 05/12/2023

  Dear
  Christine *********
  I am
  so sorry to hear that your experience with our company has not met your
  expectations.
  Customer
  satisfaction is our top priority, and I am truly sorry that wasn't demonstrated
  to you.
  While
  we'd love the opportunity to regain your trust, we understand how frustrated
  you must be. My deepest apologies for any inconvenience we have caused you. We
  wish you all the best in the future.
  Please
  let us know if you have any additional questions, concerns, or comments, or if
  we may be of assistance at any point in the future.
  
  Respectfully,
  
  Loren
  Cullum
  Owner/President
  Carwrex Collision Center