REDMOND, Ore. – Customers of XLNT Automotive, a local auto repair shop, continue to voice their frustration as multiple complaints about poor service, unresolved issues, and financial strain mount. One such customer, Cassie Hoberecht, reached out to KTVZ’s Problem Solvers after sharing her harrowing experience with the Redmond-based shop.
Hoberecht’s ordeal began when she brought her 2005 Jeep Grand Cherokee to XLNT Automotive after its engine blew. After paying over $8,000 for a motor replacement, which she financed over time, Hoberecht endured an excruciatingly slow and difficult process. The shop took nine months to complete the installation, during which Hoberecht claims there was minimal communication from the shop, despite her repeated attempts to get updates.
“I would not recommend XLNT to my worst enemy. They have done me very wrong and caused a lot of problems in my life,” Hoberecht said, expressing the deep frustration that she and other customers have experienced.
Once the motor was finally installed, Hoberecht’s vehicle returned, only to fail again after just 1,500 miles. After bringing it back to XLNT Automotive for repairs under warranty, Hoberecht claims the shop kept her vehicle for an additional six months, again with little to no communication. When the second motor was finally installed, Hoberecht discovered a concerning detail: the engine had no fluids—no transmission fluid, no oil, and no antifreeze—despite paying for these fluids during the first installation. XLNT Automotive reportedly tried to charge her again for the fluids, claiming they were not covered under the warranty.
After further complications, Hoberecht decided to remove her vehicle from the shop, but not without facing additional issues. She claims that the shop refused to return her vehicle keys until she signed documents agreeing not to speak publicly about her experience. Though she ultimately signed the paperwork, Hoberecht found the situation troubling.
“It’s just not how a shop should treat their customers,” she said. “I’ve never signed something like that with a shop. But I’ve also never been so wrongly treated by a shop.”
Now, more than two years after bringing her Jeep to XLNT Automotive, Hoberecht still cannot drive her vehicle. She continues to make payments on the financing, which has caused significant financial hardship. Hoberecht and her family were forced to move out of their house due to mounting rent arrears, which they blame on the strain caused by the unresolved vehicle issues.
The Problem Solvers reached out to the Better Business Bureau (BBB) for further insight into XLNT Automotive’s reputation. According to Cameron Nakashima from the BBB, XLNT Automotive has five unresolved complaints listed on their profile. Furthermore, the shop currently holds an F rating due to the volume of complaints and the lack of responses from the business.
“We’ve had complaints that have gone unresolved,” Nakashima stated. “All five of the complaints on their profile are un-responded to.”
Public records show a troubling pattern for the shop, including multiple lawsuits in 2023 and 2024, with courts ruling in favor of plaintiffs and awarding damages totaling over $14,000 in the two cases. This suggests that XLNT Automotive has faced ongoing legal issues related to customer dissatisfaction, but has yet to make any significant efforts to resolve them.
In light of these developments, many former customers are taking their grievances to court in hopes of seeking justice. The Problem Solvers will soon introduce another alleged victim who has taken legal action against the company.
KTVZ News attempted to speak with Kim Compton, co-owner of XLNT Automotive, for comment. Compton initially agreed to an on-camera interview, but subsequent efforts to arrange a meeting for further comment were met with no response.
As this story continues to unfold, more customers are speaking out, hoping to raise awareness and demand accountability for XLNT Automotive’s alleged poor business practices.
For further updates, stay tuned to the Problem Solvers.
