ComplaintsforCarAdvise, LLC

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 13, 2024 CarAdviser arranged an appointment for me to have tires installed at Tires Plus. Due to the age of my car, their system could not communicate with Tire Plus's system to process payment. To work around the problem *************************** with CarAdviser said for me to pay for the work out of pocket and the would refund me the $100 cost. The company now refuses to refund me the $100.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will never use them again went to *** Boys 3 times with a horrible experience first time they put the wrong brakes on and said that I could replace my rotors next time come to find out they needed replaced as well as different brake pads were needed to car back in they agreed to help to do the work for the inconvenience picked my car up and had to tow my car back as they put a rotors s**** on incorrectly. Was told I would receive money back its been months and still nothing. *** Boys got back to me and said it is CarAdvise I have to go through CarAdvise has been no help through this whole process. Do not use CarAdvise they are no help

  

  Business response

  01/26/2024

  CarAdvise did involve *** Boys for the resolution in this matter. A credit to the customer of $181.35 was initiated on 1/2/24 and the customer was informed by voicemail of the pending credit. This total credit is based on the emails with the shop partner, and the conversation they allege to have had with the customer. ********************** remains ready to further assist the customer should they seek a full refund.

   

   

  Thanks!

  Mandi

   

  *************************** Director of Operations, CarAdvise ********************************************caradvise.com *************************************************************************** ************

   

   

  Customer response

  01/26/2024

   
  Complaint: 21066240
  
  I am rejecting this response because: I have called multiple times and requested a supervisor to call me as I never received a refund and the representative ******* was extremely rude and said that if I didnt have that bank account Im not gonna get a refund thats not how business works. I want my promised refund in full!!!!!
  
  Sincerely,
  
  *****************************

  

  Business response

  02/26/2024

  Hello *******,

  As previously mentioned, we assisted with escalating this to ***************** for the issues regarding your service. Pepboys completed the investigation and credited back the amounts they found in their error.  I do show the funds from PepBoys in your complaint were refunded to the original payment (Apply Pay xxxxx3542) and were settled as of Jan 2nd, 2024. The total was $181 35.
  If there are still outstanding issues in regards to your vehicle, we can assist with helping you reaching ***************** to further escalate, but this was the resolution provided by PepBoys in response to your complaint.
  
  Should you need our assistance further please reach out to our Advisors here @ CarAdvise. They can be reached at **************

  Thank you,

  CarAdvise Customer Support

  T**** you!

  Mandi

  Customer response

  02/26/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:
  
  Sincerely,

  I never got any money transferred to my Apple Pay. I was also told I would get the whole 420 something dollars back to me not 180 I need to see proof of the money going in to the Apple Pay as I have not received that
  
  *****************************

  

  Business response

  02/27/2024

  Hello *******, 

  I have attached all the details from our processor showing the details regarding your refund. We recommend checking with your bank on these details as we see the settlement and authorization to your bank, and the funds were transferred accordingly. We also previously noted that PepBoys completed the investigation regarding your complaint, and this was the settlement they offered. You will need to escalate this to PepBoys further if this is something you still feel is unresolved. We are happy to assist in connecting you to our contacts at PepBoys as well, as previously mentioned. Please reach out to our team of advisors @ ************. 

   

   

   

  Customer response

  02/27/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:

  When I spoke to ******* your very RUDE rep i told him i contacted my bank and thy said the payment would be sent back to you guys!! I told him I closed that account out! Apple pay has nothing to do with my bank anyways. I called *** boys and they said I have to contact Car advise since that's who the refund is sent too!!!!! Attached is the text from pep boys as well saying my check was mailed out which was clearly bs!!! I need you guys to reach out to them immediately and figure this out! This is very unprofessional! 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/14/2024

  We have opened up a support ticket with our processor/bank to give us further understanding of when your funds were deposited and how we can better assist you in retrieving them. 
  To date, the $181 we refunded is still showing processed and settled on our end. It was returned to your original payment method, and has not been returned or nor have we been notified of any pending return or error of it. 
  Please call us to further discuss this, as we want to help get this resolved. Thank you. 

  Customer response

  03/14/2024

   
  Complaint: 21066240
  
  I am rejecting this response because:
  As I stated I dont have that account anymore! First you said it was sent back as Apple Pay? This is crazy! Wheres the other $200 owed to me? 
  Sincerely,
  
  *****************************

  

  Business response

  03/14/2024

  As previously mentioned, the money was sent to the account linked to your Apple Pay card, likely before it was closed. We do not have any way to fully identify the account #, but gave the previous screenshots to show the settled transaction. 
  This is the detail we received from our processor, with the suggested next steps:
  
  "When you look at the transaction details page for this transaction under the History section, you can see that this refund was Submitted for Settlement on 01/02/2024 at 03:39:10 PM CST and Settled 01/02/2024 at 04:55:18 PM CST. The amount of $181.35 USD was refunded to the **** card 09790******3542.
  Since this refund shows as Settled, this customer will need to contact their card-issuing bank to locate the funds. They'll need to specifically request to speak to second-tier customer support, as first-tier customer service often lacks the visibility necessary to locate refunded transactions. I can assure you that this refund has not bounced back to Braintree and has been settled since January 2nd, 2024.
  We typically provide merchants with the *** Acquirer Reference Number (***) to help the card-issuing bank locate refunds. The *** for this refund transaction is 74492154002745769643902. Please share this with the customer so they can pass it along to their bank. This should help their card-issuing bank locate the funds."
  
  It is recommended that you follow up with your bank, per the above. We cannot re-issue these funds without documented proof from the above mentioned bank/account that it was returned to us, as currently, no record of this exists. 
  
  Secondly, no further refunded funds were given, or will be given by CarAdvise at this time. The $181.35 was what PepBoys refunded based on the complaint and investigation you requested. We have no other open investigations to follow-up on at this time. Should you feel there are additional funds owed to you, this is something that ***************** will have to become involved with, as the previous investigation was closed as completed. 
  
  We apologize for the frustration but have done all we can to rectify this issue with what abilities we have. Should you need assistance with connecting with PepBoys, please reach out to us directly and we can provide further contact details. 
   

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 8, 2022, I sent out an E-mail to customer service requesting a cancellation of subscription service. Later on that same day, I received an E-mail stating that my cancellation request has been submitted. Since then I have continued to be charged for a serve I requested a cancellation for. I'd like to receive my refund and confirmation of subscription cancellation.

  

  Business response

  02/14/2024

  We have recently been made aware of the complaint filed by one of our valued customers regarding membership fees. We take such matters seriously and are committed to resolving any concerns promptly and fairly.
  Upon reviewing our records, we couldn't locate any correspondence regarding the cancellation of the upgraded membership in question. However, we are eager to address the customer's concerns and come to a resolution that is satisfactory to both parties.
  We kindly request that the customer reach out to us directly at ********************************** to discuss the matter further. We are prepared to investigate the issue thoroughly and work towards an amicable solution.
  Furthermore, we encourage the customer to provide any evidence or documentation supporting their claim. This will assist us in understanding the situation better and facilitate a swifter resolution process.
  At CarAdvise, we strive to uphold the highest standards of customer service and satisfaction. We value the feedback provided by our customers and are committed to addressing their concerns in a timely and efficient manner.
  Thank you for your attention to this matter. We look forward to resolving the issue with the customer and appreciate your assistance in facilitating this process.   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 8th I purchased 4 tires from ************* LLC. In the ad, CarAdvise offered to cover the cost of the tire installation for $99.96, so I paid for it. When I went to the shop for the installation, they said they never received any money from CarAdvise, and that several other customers were also stuck with the bill because CarAdvise did not pay for their installation. This is a scam and I want my money refunded.

  

  Business response

  10/31/2023

  Reponse:
  We appreciate your response regarding our service, and we regret to learn of the encountered issue. During our investigation to rectify this matter, it has come to our attention that the order was indeed successfully configured. Our records indicate that you may not have adhered to the procedural guidelines outlined in the text messages we dispatched, resulting in the location's lack of awareness regarding the correct payment procedure. Furthermore, it is worth noting that the refund request was processed on September 20th.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 7, 2023 I made a purchase on **** and this Caradvise company gives you the option to install the tires at the time of payment at pep boys for the installation of the tires, charging me an amount for the service of $55.35. Saying that in when the tires arrived at *** boys I would receive a notice to make an appointment for the installation, but the link does not allow you to do anything. I went to *** Boys and they told me that they do not have any record of anything about installation.

  

  Business response

  10/31/2023

  Reponse: Thank you for taking the time to provide your feedback. Following a thorough examination of your complaint, it has come to our attention that your account was not effectively established through our platform. While we routinely dispatch email communications for your guidance, it has come to our attention that during the period of your issue, a technical problem occurred, impacting some customers' ability to complete the setup process successfully. We regret to inform you that we were not informed of this matter, as your account setup was unsuccessful. Consequently, we were unable to relay your service request to the respective shop, which may explain the absence of the instructions we typically send to facilitate a successful transaction. The funds you remitted to our company were disbursed on September 14th and subsequently returned through the **** process.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/6/23, I used Caradvise to schedule an appointment through pep boys to have my brakes done. Its now 9/12/23, and the brakes are having major issues and nearly back to the point from when they were first taken to pep boys. *** reached out to pep boys corporate and expressed how unhappy i am with their service/work. ***** from the pep boys location called me and said I can bring the car back by so they can look at it. I expressed to him that this is now my 2nd vehicle that im having trouble with after theyve worked on it, so I dont really wish to continue doing business with them unless its a different location. However, i went on the caradvise app to get my receipt for this work and I noticed for some reason my receipt now showed that I was refunded over $500 but I never received a refund. I contacted caradvise through chat. I was advised by ****** that pep boys only did front brakes and thats why I was refunded. However, the front brakes are the ones that are currently having issues and sound like they havent been done at all. I went to check my credit card statements to confirm if any refund and there was none. I contacted back to caradvise to let them know my refund was not received, now this time and associate by the name ******* says it was a technical issue and I was never issued a refund. I had already screenshot the receipt that showed the refund. Then he went back and changed something in the system to remove the refund and change the receipt back to original pricing. I need either my money back, or the job done correctly that ive paid over $1100 for. And I mean a FULL refund, or the job done over and done correctly. Theres no reason that a full brake job with rotors and calipers to cost this much, and still have issues just months later. The brakes squeal so loud as if they were never replaced. This is unacceptable

  

  Business response

  10/31/2023

  Response: Thank you for your correspondence. We empathize with the frustration stemming from the conflicting information you have received. Our thorough investigation revealed a technical issue within our system, which led to the erroneous indication of a refund associated with your order. We deeply regret any inconvenience and confusion this may have caused you, as well as any further ambiguity stemming from the interaction with our support team. To clarify, we have duly remitted payment to the shop for the comprehensive brake service, encompassing both front and rear brake pads, rotors, front calipers, and a brake fluid exchange, as per the shop's invoice. In order to facilitate a satisfactory resolution, we have initiated contact with the area director of the shop to engage them in resolving this matter. It has come to our attention that their response time may not have met your expectations in addressing the issue. It is outlined in our contractual agreement to ***** the shop an opportunity to conduct a quality assessment and rectify any service-related concerns. We are committed to providing unwavering support as we work towards a resolution that meets your satisfaction. If the shop elects to honor a full refund and credits our Fleet account, we will gladly ensure the return of these funds to you.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but issues with MULTIPLE partnered retail shops on the platform, to the point where I am considering taking my services elsewhere. my most recent incident.March 19, I went to a local PEP BOYS for a scheduled oil change. A day after getting my car back, multiple emergency lights, including ones that HAVE NEVER appeared prior to said service popped up. My car began to run hot, and was advised by a customer specialist to return the vehicle for a courtesycheck. I've got nothing but the run round not only with the shop , but leaving multiple messages to no avail, with no response for days.After the shop inspected my vehicle, they advised me that i need an axle, coolant and radiatorflush , totaling $825. Mind you , I had no drivability issues nor car running hot prior to the 19th service date. I approved the work. He assured me that what was quoted was the work I needed done. ***** , the manager, advised me his mechanic wasn'tin and would return the following day and they would begin work then. I returned the following day where ***** was the point of contact.I attempted to drive the car of the lot and it was barely drivable, i pulled back in and advised ***** that something wasn't right and would need someone to drive the vehicle to ensure it was safe to drive.My car ran hot the same day I got it back , barely drivable .not only am i out of over $825 in this repair, I also had other services done in WHICH MY CAR IS NOT DRIVABLE ! I had a major surgery and now have been without my car going over a month plus unable to work because of this unresolved issue .They are claiming issues that were not disclosed on the initial diagnostic charged me for the diagnostic although I agreed to have the service done.unable to work and out of ****s of dollars for nothing.I was advised I would be issued a refund, and have not received a follow up call or assistance!this is not how business should be conducted and these practices are not satisfactory

  

  Business response

  04/05/2023

  Hello ***************, I am terrible sorry for the inconvenience and trouble that you experienced with your maintenance. We definitely appreciate any feedback in regards to service with our partnered shops and take immediate action when any service isn't completed as it should. After looking into your account, I do see the issue was escalated with *** Boys corporate, who then credited the transaction, which we refunded back to you on 3/22/2023. We hope this will resolve your complaint, but should you want to discuss anything further please do not hesitate to reach out to us at ************ and ask for ****** or *****. Thank you.  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 9th of march 2023 I contacted Caradvise to get power steering work done because I am a uber driver and they use caradvise for fleet discounts. So caradvise made me and appointment to drop off the car. So the pep boys automotive has my car still and they told me they where having problems fixing it. Well caradvise paid them the $849 from my account and I dont have my car and the work is not done so I called caradvise 3 times the 1st rep yelled at me and told me I should be happy I'm getting discount when I asked them why did they pay the pep boys for finished work and they didnt finish at all and they still shave my car? So I called caradvise back another rep thing up on me when I began to tell them why ik and as calling. I've lost a week of work because my car is how I make a living and they basically told me tuff I'll get my car when it's done. That is NOT right at all!!! They do NOT need to be in business!

  

  Business response

  03/27/2023

  Hello, thank you for taking the time to review CarAdvise! I am sorry your service was less than satisfactory. I reviewed your order and the notes associated. I apologize for the frustration and inconvenience that you encountered with this order. We did reach out to **** at the shop during your call, to attempt to bridge the conversation and help understand what happened. It seems the part that was ordered for ***********, did not include the additional sensor that was needed, which caused a delay. 
  I also reviewed our calls and I'm unable to find more than one call to our customer service team. 
  I would very much like to link up and discuss your concerns, help with any additional ones, and take any feedback you can offer to the process as we do want to improve our customer experience. Please feel free to call us @ ************ and ask for Mandi or *************  
  

   

   

  Customer response

  03/29/2023

   
  Complaint: 19605386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  03/31/2023

  I am not satisfied because I lost wages I am a uber driver and I usually make ******* a day. Everyday they had my car I lost money and my ****'s got behind also I had to end up taking my car to a dealership and paying $1800. This whole process **** me financially and was very stressful. And the fact that while I was calling to ask why car advise paid for service that wasnt finished a car advise employee told me I should be happy I'm getting a discount and was very rude and didnt listen to me. I got the run around for two over two weeks and all they have to say is I'm sorry? No that's not going to work!

  

  Business response

  04/03/2023

  Hi ******, thank you for the update. We spoke to you on 3/25 & 3/28 and then worked to reverse the incorrect charges with the shop, which is what you requested from both of our agents. Our rep *** worked to turn around your refund as quickly as possible once it was brought to our attention that the shop did not perform the service they charged you for. I do show that we processed a full refund of $849.38 back to your original method of payment on 3/28/2023. This can take up to 5 business days depending on your bank or credit company, but I can confirm it has been completed on our end. Again, we are more than happy to further discuss this issue with you, please call ************ and ask for *** or Mandi if needed. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 3, I purchased 4 tires from Discount Tire Direct. In the ad, CarAdvise offered to cover the cost of the tire installation for $99.96, so I paid for it. When I went to the shop for the installation, they said they never received any money from CarAdvise, and that several other customers were also stuck with the bill because CarAdvise did not pay for their installation. This is a scam and I want my money refunded.

  

  Business response

  03/10/2023

  We apologize for the inconvenience you experienced with our service. After researching your order, we found a duplicate account in error. Despite registering your information, this error kept the system from connecting to your **** order and never registered an installation appointment at ************* location. We're very sorry for the mistake, and we have already initiated the full refund of your installation. Should you be open to giving us a second chance, we'd be happy to provide an additional discount on your next service and have noted this on our side. Please feel free to reach out for any additional details. Thank you, *************************** - Director of Operations @ CarAdvise. 

  
  

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried out CarAdvise today to try something new. Same bait and switch the auto industry does, I was quoted 1 price for an oil change, and when I got to the shop, Car Advise tried to get me approve higher charges and would not honor the original charge offered when I booked the service through them. They are just a broker and the shop passes charges through them. Even the shop told me that it is cheaper going direct instead of through these guys as a middle man.

  

  Business response

  02/22/2023

  Case #: 18970745

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

  When a customer signs up with **********************, they will typically download our app, enter vehicle information, select the services they want completed, compare discounts/prices at nearby shops, and then book the service. Once the shop is able to look at the vehicle, they can suggest adding on services, but we always get approval from the customer before they are charged. ******* originally booked the service for a conventional oil change, but their vehicle required diesel which was more expensive. Since this was not the same service, our customer service contacted the shop to resubmit the order for the correct service. We attempted to contact ******* but were unsuccessful until they had already left the shop. ******* requested to cancel the appointment, and we issued a refund.

  ***************************|Accounting Specialist

*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. ↩