Problem Solvers: Uncovering XLNT Automotive’s troubles, Investigation reveals series of customer complaints and legal disputes
Redmond Business Owner Responds to Customer Complaints
Editor's Note: This article has updated to include an interview with XLNT Automotive owner Chris Kobernik, and to clarify details provided by Cassie Hoberecht.
REDMOND, Ore. (KTVZ) — “It was the worst experience of my life.” said Cassie Hoberecht, who reached out to the Problem Solvers to discuss service issues and delays she experienced with Redmond based automotive repair shop XLNT Automotive.
Hoberecht took her 2005 Jeep Grand Cherokee to XLNT Automotive for a motor replacement in October of 2022. She paid $8,282.66 for the work, which she financed over time. She says the first installation took nine months, with minimal communication from the shop.
“We kept calling, trying to get updates on it, and they would not respond at all. We even went by there a couple of times.”
Once the motor was installed and the vehicle returned, Hoberecht drove about 1,500 miles before the motor blew again. She brought it back to XLNT for repairs under warranty.
“It was in there probably about six months, with very little communication. No calls, no updates, no nothing,” Hoberecht said.
After the second motor was installed, Hoberecht discovered there were no fluids in the engine: “No transmission fluid, no oil, no antifreeze, nothing,” she said. When she called XLNT, she was told the fluids were not covered by the warranty.
Hoberecht claims that she had already paid for fluids when the first motor was installed, as shown on the original invoice dated October of 2022, and expected that they should have been covered during the second installation.
Despite this, the shop charged her for the fluids again, according to Hoberecht’s second invoice dated February of 2023.
“We just said, ‘We're going to come get our vehicle from you. We don’t want to deal with you anymore,’” Hoberecht said. She did not pay for the fluid replacement.
In response to Hoberecht's complaints, XLNT Automotive owner Chris Kobernik told the Problem Solvers that delays in repairs were primarily due to external factors beyond his control, specifically difficulty getting parts during the COVID-19 pandemic and the challenge of coordinating with warranty companies. He emphasized that his shop is not solely responsible for the timing of repairs, particularly when parts are delayed by third-party suppliers.
“The repairs don’t take that long. What takes a long time is getting money from a warranty company, which sometimes can take three to five months,” Kobernik said. “And during COVID, how long did it take to get anything? It took a long time. A lot of places were closed, including motor builders and part suppliers.”
Kobernik acknowledged that the repair process in general involves waiting for parts, inspecting them for quality, and sometimes dealing with damaged or incomplete shipments. He also addressed concerns about Hoberecht’s engine failure after 1,500 miles, explaining that the failure could have been due to various factors, such as improper break-in procedures or manufacturing issues with the third-party engine supplier.
“It’s not my engine. It’s a third-party engine that we purchased, sent, and installed,” Kobernik said. “Did they over-rev it? Maybe. Maybe not. But without dismantling it, it’s hard to say what went wrong. It could have been abuse, or it could have been incorrect tolerances on the engine.”
When asked about Hobereht’s claim that the second motor installation was returned without fluids, Kobernik strongly disagreed, stating “That makes no sense… How do you get a vehicle back that runs and drives with no fluids in it? The motor wouldn’t have lasted 10 seconds. There seems to be a misunderstanding.”
More than two years have passed since Hoberecht first brought her vehicle to XLNT Automotive, but she still cannot drive the Jeep. She is still paying off the financing, which she claims has caused significant financial strain.
The Problem Solvers reached out to the Better Business Bureau (BBB) to inquire about complaints filed against XLNT Automotive.
“They have five complaints on their profile right now,” said Cameron Nakashima with the Better Business Bureau.
A search of the BBB website reveals XLNT Automotive has a rating of F, attributed to the volume of complaints and the lack of responses to many of them.
“We’ve had complaints that have gone unresolved, and all five of the complaints on their profile are un-responded to,” added Nakashima.
The Problem Solvers discovered in 2023 and 2024, XLNT Automotive was sued, in both cases, the judge ruling in favor of the plaintiffs.
In 2023, public records show a judge awarded $10,269 to a plaintiff after their engine had to be replaced after their vehicle was serviced at XLNT Automotive.
Public records also show that XLNT Automotive was sued in 2024 after a former customer claimed his vehicle’s replacement engine had to be replaced after 60 miles, then was stolen from their property. A judge awarded the plaintiff $4,102.
XLNT Automotive is licensed with the Oregon Secretary of State’s Office and their registration is current. Kobernik maintained that he is not the only business owner facing similar challenges, particularly in the current economic climate.
“I’m not the only shop owner who’s had people wait for parts. I’m not the only shop owner who’s had customers leave without paying their bills,” he said. “We’ve had to keep cars until they do. I’m not the only one who’s been threatened or had people say false things about my business.”
While Kobernik expressed frustration over the public criticisms, he also acknowledged that there are always two sides to every story. He urged customers to reach out directly to him if they have concerns, rather than relying on social media or public complaints to resolve their issues.
“I would love to have a conversation with the public about individual incidents as they come up,” Kobernik said. “But I’m not the only shop owner who’s been through this kind of thing.”
It has been two years since Hoberecht brought her vehicle to XLNT Automotive, which she says she can still not drive, despite paying financing on the repairs.
The Problem Solvers will continue to monitor this situation closely, hoping to uncover whether XLNT Automotive can resolve its customer service issues or if further action will be needed.
The mission of the Problem Solvers is to inform, investigate and inspire.
- Inform our audience with accurate, actionable, and timely news stories.
- Investigate pressing community issues, holding individuals and organizations accountable for their actions.
- Inspire positive change by highlighting solutions, encouraging collaboration, and empowering individuals to take action in their own lives and communities.
Contact the Problem Solvers at problemsolvers@ktvz.com.
Note: While responses may not be possible for all inquiries, we will address as many as possible. Please include your name, phone number, email address, and a detailed description of the issue/story you need assistance with.
