AutoRx Center

Business reply on Google

Shawna, Thank you for taking the time to share your experience. We sincerely apologize for the frustration your family experienced during what was already a stressful situation, especially after your son had just moved to Charlotte. After reviewing your repair order, we found that our technician completed the diagnostic shortly after the vehicle arrived. However, we also recognize that our communication throughout the estimate process did not meet the standard we expect from our team. You should not have received conflicting information about the status of the estimate or the diagnosis, and we take full responsibility for those communication failures. We would also like to clarify one important point regarding the estimate. We were not recommending the replacement of three fuel pumps. Our estimate included three different replacement options for the same repair—two aftermarket options and one OEM option—so the customer could choose the level of parts they preferred. We understand how this could have been misunderstood, and that is another indication that we did not explain the estimate clearly enough. Our goal has always been to provide customers with choices, not to sell unnecessa

Business reply on Google

Katie, Thank you for taking the time to share your experience. I am sorry to hear that your visit did not meet your expectations. I understand how frustrating it can be to plan around an appointment and then find that the final estimate differs from what you were expecting. To clarify, the price discussed over the phone was a preliminary estimate based on the information available at that time. As with all vehicle repairs, we verify the vehicle and repair requirements in person before confirming a final estimate. In your case, after reviewing the vehicle and the requested work, we determined that the original estimate was not accurate and needed to be adjusted. Rather than proceeding with any work or charging you for something you had not approved, we discussed the updated estimate with you first so you could make an informed decision about how to move forward. I understand that the revised estimate was outside your budget, and while we were unable to perform the repair at the original quoted amount, we felt it was important to be transparent about the actual cost before any work began. We appreciate the opportunity to have earned your business and wish you the best with your vehic

Business reply on Google

Thank you for sharing your experience. We take all feedback seriously and want to provide context for future customers reading this review. Your vehicle was brought in for an engine diagnostic. During our pre-inspection, our technicians documented that all four control arms required replacement and that the suspension condition made the vehicle unsafe to drive. This was communicated to you before any work began. While moving the vehicle a short distance into our service bay, a ball joint failed — a direct result of the pre-existing suspension wear we had already documented and discussed. We understand unexpected repair situations are frustrating, and we genuinely empathize with that. However, a component that was already documented as failing is not something we can warranty or absorb the cost of, regardless of when it ultimately failed. We also want to be clear that our team — including the women in our front office — were spoken to in a way that was not acceptable. We are always willing to have hard conversations about repairs, pricing, and concerns, but every member of our staff deserves to be treated with respect. Our records and inspection documentation remain available if you

Business reply on Google

Luke, we’re sorry to hear you felt this way, but we need to clarify a few important points. The Turo inspection you requested was in fact completed by our technician the day prior to pickup. The confusion occurred because a different individual arrived to collect the vehicle, and our front office team had not yet been updated regarding your emailed inspection request. That was a communication gap internally, not an attempt to charge you improperly. Turo inspections are separate from standard diagnostic services and do carry a fee, as they require documentation, pass/fail verification, and shop certification. That policy is standard practice for professional repair facilities. Additionally, while the vehicle did pass the requested inspection form, our technician identified multiple safety and drivability concerns that were brought to your attention — especially important given that the vehicle is being used for rental purposes. Our responsibility is not just to fill out paperwork, but to ensure vehicles leaving our facility are safe. As soon as we realized there was confusion, we attempted to call you and followed up by email to clarify the situation and confirm the completed inspec

Business reply on Google

We’re sorry to hear about your recent experience and appreciate you bringing this to our attention. Our goal is always to provide clear, fair, and transparent pricing along with quality service. We will be reviewing this situation with our team to ensure our standards are being met at all times, whether or not the owner is present. We value your feedback and would welcome the chance to discuss this further directly so we can make it right.

Business reply on Google

Thank you, Kevin, for bringing this up. We understand repair costs can feel high, which is why we review and confirm pricing with every customer before moving forward. In your case, the drum brake system required additional labor, which impacted the total. We value your feedback and would be glad to go over the full breakdown with you anytime.

Business reply on Google

Thank you for your feedback and for recognizing the professionalism of our front desk team and Ms. Esveydi. We truly appreciate your kind words. We’re very sorry to hear about your experience and the inconvenience it caused. We understand how frustrating it must be to be without your vehicle and to face unexpected additional costs. Regarding your concern, we want to clarify that while we are part of the RepairPal network, we are not under contract with third-party warranty companies like CarMax. In this case, your warranty provider requested access to our internal parts purchase receipts, which includes sensitive supplier pricing that we are not obligated—and in many cases, not permitted—to share. Our responsibility is to provide a legitimate repair estimate, complete the work professionally, and supply a paid invoice for reimbursement purposes. This is standard across most independent repair shops. We do our best to help customers navigate warranty claims, but when a warranty company’s internal policy conflicts with our business operations, we have to make difficult decisions. We regret that this impacted you. Your feedback is important to us, and we will continue to work toward b

Business reply on Google

Dear Mark, Thank you for taking the time to share your feedback regarding the recent service performed on your truck. I am Osman, the General Manager at AutoRx Center, and I want to personally apologize for any frustration or inconvenience you experienced. I take your concerns seriously and am committed to ensuring that every customer receives accurate diagnostics and fair service. To address the issues you've raised, I would like to invite you to bring your truck back in for a complimentary inspection. This will allow us to: Review the initial diagnosis and the work performed Verify the condition of the battery wire and the 25-amp fuse Understand how our technician arrived to the original quote Our goal is to assess the situation thoroughly and, if we find that our service did not meet our standards, take appropriate measures, which may include a refund. Please let me know a convenient time for you to bring your vehicle in. Thank you again for bringing this matter to our attention. Your feedback is invaluable in helping us improve our services. Best regards, Osman

Business reply on Google

Hi Sierra, Thank you for sharing your experience. While we're disappointed to hear that you left unhappy, we want to provide some clarity for others reading this. When you booked your appointment, we made sure to explain that, due to the volume of vehicles already in the shop, we might not be able to fully diagnose your issue the same day. Despite this, we worked to accommodate your last-minute request. Once we were able to begin, our technician determined that resolving your concern required a more in-depth diagnostic process, including multiple hours of teardown. We contacted you with this update, but you declined to move forward. Since the approved diagnostic was not completed, we didn’t charge you anything out of respect for your decision. We do our best to be transparent with expectations and timelines upfront. Appointment slots ensure structure, but they don’t guarantee same-day resolution—especially when more complex issues are involved. We wish you the best with your vehicle and appreciate you giving us a try. —The AutoRx Center Team

Business reply on Google

Hi Chris, Thank you for taking the time to share your experience, and I'm sorry to hear that you left feeling this way. We strive to provide honest and thorough diagnostics, and I’d like to address your concerns. Regarding the diagnostic, our technician spent time checking all common issues associated with your no-start concern and thoroughly inspected related components. At the time, everything tested within normal parameters, and we couldn’t replicate the issue during the allotted time. We recommended leaving the vehicle longer to allow us to replicate and diagnose the issue properly, but we understand that this wasn't possible for you. As for the previous power steering pump repair, the cost included the required fluid and labor for the replacement, which was explained beforehand. For the wiper blades and brake pads, our recommendations are based on our findings at the time of the inspection. We use detailed reports and images to help our customers make informed decisions. At AutoRx Center, we don’t recommend replacing parts without a specific reason, as it’s important to address the root cause of a problem rather than guesswork. Ultimately, the decision to proceed with any repa

Business reply on Google

Dear Michael, Thank you for taking the time to share your feedback. I'm sorry to hear that your recent experience did not meet your expectations, especially after having trusted us with several repairs. I want to clarify that it was never my intention to suggest that you stop buying used cars. My goal was simply to inform you that older vehicles are generally more prone to needing repairs, which can sometimes lead to more frequent service visits. Regarding the oil pan issue, I would appreciate the opportunity to review your vehicle again. It’s important for us to compare our records with the issue identified by the other shop to ensure that everything was addressed correctly and to make sure you're fully satisfied with the service we provide. We value your business and are committed to ensuring you have a positive experience with us in the future. Please feel free to reach out to me directly, and I will do everything I can to resolve any concerns. Best regards, Osman Perez Manager, AutoRx Center

Business reply on Google

Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you’ve faced and are sorry to hear that your experience did not meet your expectations. We take feedback like yours seriously and would like to investigate this matter further to better understand what happened. Unfortunately, we are unable to locate your information in our records based on the details provided. Could you please reach out to us directly at [email protected] with your name and the details of your visit? This will help us look into the situation and make things right. At Auto RX Center, customer satisfaction and quality service are our top priorities, and we are committed to resolving this issue for you. We hope to hear from you soon and appreciate the opportunity to address your concerns. Thank you again for bringing this to our attention. Osman Perez

Business reply on Google

Dear Ryan, Thank you for bringing this to our attention. We're truly sorry to hear about your disappointing experience at AutoRx Center. We pride ourselves on providing excellent customer service, so it’s concerning to hear that we fell short in your case. We sincerely apologize for the experience you described at AutoRx Center. It's disheartening to hear that you felt our service fell short of your expectations. We strive to provide respectful and attentive service to all our customers, and it’s concerning to hear about your experience. We don't recall any recent incidents matching your description, but we take your feedback seriously and would like to learn more about what happened. Please contact us directly at [email protected] so we can discuss the matter further and make things right. Thank you for bringing this to our attention, and we hope to have the opportunity to resolve your concerns. Best regards, Osman Perez Owner, AutoRx Center

Business reply on Google

Dear Nurun, Thank you for being a loyal customer for the past four years. We appreciate your feedback and want to clarify what happened during your recent visit. When you brought your vehicle in, you asked us to diagnose and fix the wiper system and the noise from the rear brakes, which we did. Our diagnostic fee is based on the time and effort spent identifying the specific issues you mentioned. We always aim to be transparent, which is why we only performed the diagnostic work you approved. During the inspection, we found additional issues related to the sensor, which we addressed with your approval. However, you declined additional diagnostic time to investigate the other issues, including the one related to the check engine light. Our goal is to provide thorough and accurate service, and we rely on your approval to carry out the necessary work. We understand that car repairs can be frustrating, but our focus is always on delivering quality service and ensuring your vehicle is safe to drive. If you would like to discuss this further or have any other concerns, please don't hesitate to reach out to us directly. Thank you again for your feedback. Best regards, Osman Perez

Business reply on Google

Dear Ms. Austin, Thank you for taking the time to provide your feedback. We are deeply sorry to hear about your unsatisfactory experience at AutoRx Center. We understand how frustrating and inconvenient this situation has been for you, and we genuinely apologize for any distress caused. We want to address several points in your review to provide clarity and ensure transparency in our operations: Shop Closure on August 3rd: Unfortunately, we had to close the shop on August 3rd due to unforeseen circumstances that were beyond our control. We apologize for the inconvenience this caused and for not being able to reschedule your appointment promptly. Diagnostic Process: During our diagnostic procedures, our technicians do not disassemble components that could cause a system malfunction. The diagnosis performed on your vehicle was related to the gas cap message (EVAP system) and not the A/C system. This makes it highly unlikely that our diagnostic work impacted your air conditioning system's performance. Tools Left on Windshield: We deeply regret the oversight of leaving tools on your windshield. This is not reflective of our standard practice, and we are taking measures to ensure such i

Business reply on Google

Hi Hardik, I'm sorry that you had a less than 5 star experience. We understand your frustration and take all feedback seriously. Based on our inspection, we found multiple components needed for the various issues that your vehicle was brought in for, as well as other components that were found to be damaged during the inspection. It is our responsibility to advise you of all components needed on your vehicle and the cost. However, we always make sure to explain what repairs are needed for the issues it is brought in for. In order for us to continue diagnosing your vehicle, we needed to replace the components that were failing at the time of the inspection and contributing to the symptoms you were experiencing. Unfortunately, since you declined to continue the work on your vehicle, we were not able to confirm if any additional components were also needed. However, we would still love to make things right and invite you to give us a call so we can further discuss and see how else we can help you. Once again, thank you for your feedback, we are committed to providing the best possible service to all of our customers. Regards, Esveydi

Business reply on Google

Dear Tina, Thank you for taking the time to share your feedback, even though it wasn't a positive experience. We take all reviews seriously and appreciate you bringing your concerns to our attention. We understand your frustration that our diagnostic fee doesn't go towards repairs, unlike some other businesses. Our policy is to separate these charges to ensure transparency in pricing. The diagnostic fee covers the time and expertise of our technicians to identify the specific issue with your vehicle, regardless of whether you choose us for repairs. We apologize for the inconvenience caused by the additional card processing fee. We try to keep our prices competitive, but unfortunately, credit card companies charge us transaction fees which we need to factor into our pricing. Our shop fee covers the cost of essential materials used during repairs, ensuring efficient service and quality workmanship. We try to be upfront about this charge and include it in our estimates. We're truly sorry to hear that our quote was significantly higher than other estimates you received. We strive to offer competitive pricing based on our nationwide labor guide system, parts costs, and warranty coverage

Business reply on Google

Hi Michael, I understand your frustration with your previous experience, and I apologize for any inconvenience or disappointment that we caused. We take customer feedback very seriously, and we are committed to providing our customers with the best possible service. We are so glad that you were able to trust us again so we could inspect your vehicle again and resolve the misunderstanding. Please let us know if you have any questions or concerns. Thank you for your continued business and support. We value your feedback, and we will continue to work hard to maintain your trust. Sincerely, Esveydi

Business reply on Google

Hi Pablo, I am so sorry to hear that you have a negative experience with our shop. I understand you are frustrated and want to assure you we take your feedback seriously. I have investigated this matter further and it appears there may have been a misunderstanding about the diagnostic process. Our diagnostic fee is $75 per hour, due to the complexity of the issue with your vehicle we required 3 hours to start, with the understanding that if we needed additional time we would let you know. During this time we found a circuit that was contributing to the battery drainage issue. This circuit is connected to multiple components that needed to be removed to continue testing, we required tear down time to continue the diagnostic. Unfortunately you declined to continue with the diagnostic, therefore we could not conclude what all was causing the issue in the vehicle. We want to assure you that we are not thieves. We charge our customers for the time and labor that we put into diagnosing and repairing their cars. We do not charge for services that we do not perform. We also want to assure you that we have a team of experienced and qualified mechanics. We are committed to providing our cust

Business reply on Google

Dear Bana, Thank you for taking the time to give us your feedback. We have investigated your concerns and we would like to address them directly. As you stated, our diagnostic is in fact $75 an hour. Since the vehicle was brought in because it had been broken into, we needed to first confirm what was needed to be able to start the vehicle. Since a few components were needed, like the battery, ignition switch and other components, we could not know what else was needed until replacing those components first. We could not know what codes or other issues were present until the vehicle was starting. As you agreed to, based on the codes, the fuel rail pressure sensor and knock sensor were replaced. Since more issues were found that needed to be diagnosed, we requested additional diagnostic time which you approved and later declined. Unfortunately, we couldn't complete the repairs since you decided not to continue with the diagnostic process. We are always transparent with our customers and we always tell them the estimated cost of the diagnostic and repairs before we begin work. We understand that you were disappointed with the price of the parts ordered for your vehicle. We understand