ComplaintsforOx Car Care

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke to a lady named *****, who said if I cancelled within 30 days I would receive a refund. They're commercials also state the same thing. However when I cancelled after approximately 1 week, they refused me my refund. They're now claiming that it's non refundable, however that was never told to me. The customer service was horrible.

  

  Business response

  09/24/2024

  Hello Ms. *************** am sorry for the confusion here, your payment of 75 dollars has been issued back to the ** you have on file. Typically the sales representative should have mentioned that the monthly charge is refundable as ** takes the first monthly payment 2 weeks after the customer has signed up. The 75 dollar down payment is non-refundable because it is a service charge for underwriting your policy. Nonetheless, I apologize for the confusion, and hope you have a great day.
  

  Customer response

  09/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst Experience with a warranty company ever!!!! I switched to them because they said my other company was rated F, they have an A; they must have paid for that A. I wish I saw the reviews before getting this non policy. My car was taken to the shop on 9/11/24 and there were several problems, only 1 issue is a covered part. The claim process caused undo financial stress and hardship. The claim was not approved until 9/19 PST (after business hours in EST). The claim has to be emailed and then the waiting begins. At no point, did anyone from ******* call me, despite the automated email stating they will. I had to call them and communicate with the repair shop. When the initial claim was submitted, I do not understand why they did not initially say these things are not covered. That way, work could have been started on my car and parts ordered. it is now 9/20 and the parts have just been ordered. I have also had a rental car that will not be covered. What they also dont tell you is that they will not cover the shop's estimate, they will only cover what they think. For example, they found a part for $91, despite the shop finding it for $208 and of course, I am left with paying the difference. They say take it to any shop, what they dont say is we will only pay a certain amount for a part. I could have taken my car to a neighborhood mechanic and would have saved myself a lot of money and time. the est for the 1 covered part was $1008, they only covered $459 and no where does it say the rental car is only if there are 8 hours of labor. This is a **** company and a rip off! I was told it was bumper to bumper and I feel like they took my money for nothing. **************** is the WORST! very rude, disrespectful, no sense of urgency, no empathy, no way to elevate to a manager, and a total lack of concern. In total I had to pay # ******* plus $757 for rental car after my monthly payment of $113. DO NOT SPEND YOUR time or your MONEY on OX CARE. YOU WILL THANK ME!!!!

  

  Business response

  09/20/2024

  Hello Ms. ************** am sorry to hear about the experience you have had with Ox, this is not our intent. I have brought this issue up with the compliance team and they have asked if you could please reach out to them so they can better assist you. We look forward to helping you further on this matter.

   

  Customer response

  09/20/2024

  There was no contact information provided to contact the compliance team. I am unable to address next steps and need assistance. Thank you. 

  

  Business response

  09/23/2024

  Hello ****

  Sorry about that, ************************************* is the email to the compliance team or you can reach them at **************. However, if you do call they will ask for an email to track the matter.
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a warranty with ******** and I have my vehicle in the shop awaiting approval of my claim that was submitted on 09/09/2024 to have my fuel pump replaced. The mechanic and I were advised the approval can take 3 to 5 business days. The Mechanic called me and asked to bring copies of my receipts as proof of oil changes at the request of OX Care. The mechanic and I both reached out to ******* to check the status of the claim and we both were told it was still under review on 09/12/2024, 09/16/2024, and 09/18/2024. ******* representative hung up while speaking with the mechanic, and my vehicle is still sitting at the shop waiting for ******* to give the mechanic approval to complete the repairs.

  

  Business response

  09/19/2024

  Hello,

  Claims does apologize for the delay, nonetheless, we have not denied your claim and it is still in review for final approval. If you need a further status please reach out to *********************************** he is the manager of the department. Please have your repair facility reach out to him direct to get more information as what is causing the delay.
  

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is falsely advertising extra mechanical warranty for your vehicle. They claim that they will pay but they don't specify where to take your car. They could have told me in the first place that they were not going to pay the prices at the *** dealership and I would have found another certified BMW mechanic but this was not the case. *** have tried to contact them but they don't want to talk to anybody from the service department as I've had other mechanical car warranties before which they do correspond with The *** service provider. Odds also says that they will pay for your tire rotation and oil change which is true at the very first time that I submitted for oil change after that I am having problems getting a refund or reimbursement for any of the other oil changes that I have submitted to them over the email. Lastly the customer service are so rude they hang up on you they lie to you and all they try to do is collect money after you have canceled with him they keep harassing you I have encountered this for a whole month that I have ready canceled with ox. They also advertise on AM radio and also on XM satellite radio which I believe they should be taking off for all the false information that they are advertising on the air and misleading people. Right now things are tough because of the economy and no thanks to the way things have turned out with the president that we have at the time so every little bit counts especially in my family please help with this

  

  Business response

  09/19/2024

  Hello ****,

  I am sorry for the inconvenience, however, your request for reimbursement has been paid and sent to you in the mail. We have paid every claim that you have submitted to date, unfortunately ** does not control the mailing once we send out a reimbursement check.

   

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been paying Ox car care every month for about 6to7 months on my HUMMER and my jag. So when my jag break down Ox said that they were not going to cover it because it has an Savage Title Ox car care was suppose to send me back my money and Im still waiting 2 months later Im now doing a cancellation letter for their mistake and taking my money smh and Time and more Time.. but how long were they going to keep talking my money?? Now my car broke down nothingWOW!! Not even I will refund you.. Its a get on line and do a cancellation letter. Why am I canceling Ox car care MISTAKE??More time out my day to get my money back and car still broke down like I have time to cancel their MISTAKE My Hummer was also covered threw them without a savage title and when my heater cord broke theyre telling me I am paying the same price for platinum coverage but I have the gold so I dont get my hummer fix because of another MISTAKE by Oc car care.. it was going good getting my money out the bank but once my vehicles broke down Nothing,now I want a refund it can at least help me get my Vehicles back on the road I was paying $119 a month for the jag and $119 a month for the hummer and they both had the same Coverage the jag had platinum but cant cover cause savage title and the hummer I pay $119 a month but the coverage they have me for is gold so Ox car care cant cover my hummer and has no explanation to why I was paying platinum price every month and they have me down for gold,but I ask for both vehicles to have the Platinum coverage when I made the contract so their mistake cost me TIME,MONEY,CONFUSION,without my VEHICLE,still broke down waiting on a refund More TIME

  

  Business response

  09/19/2024

  Hello,

  I am sorry for the inconvenience on the matter could you please contact our compliance team at ************************************** From there they can evaluate your claim for a full refund, we can not issue a full refund until the matter has been reviewed. I know this will cause more delay but once the matter has been reviewed and if approved, we will be able to expedite your payment. We appreciate your understanding and look forward to assisting you.
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Deceptive Business Practices Entered Agreement Under False Pretenses I feel completely misled by Ox Car Extended Warranty. When I signed up for the warranty, I was never told there was a cap on labor charges, and they conveniently failed to mention that they would be using cheap, after-market AutoZone parts for my vehicle. If I had known that this was the kind of "coverage" I was getting, I would have never agreed to this business deal.I now realize that I entered this agreement under false pretenses. They withheld important information that would have made a huge difference in my decision-making process. This is a clear case of deceptive business practices, and I would urge anyone considering this company to be very cautiousor better yet, avoid them altogether!

  

  Business response

  09/19/2024

  Hello Mr. ******

  Thank you for your response, we have been in touch with legal; as stated in your policy Ox has the right to use parts that are "like-new" they do not have to be brand new parts, moreover, in-relation to the policy we have the right to pay labor amounts that are typical within the state you live in. This was mentioned to you by legal in a personal call and it is also listed in your policy language, this is why we give customers 30 days to review their policies with a money back guarantee.

  Nonetheless, we did offer to pay a majority of your claim which was a significant amount more than what you have paid to Ox in monthly premiums. It is unfortunate that you will be leaving us as a customer, but please be sure to fill out your cancellation paper work, so we can process your pro-rated refund. Please send that notice to *****************************************
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the dealer for repairs on September 3 . Ox wanted pictures of the mechanical problem.The sent the pictures on September 6 at 4:43 pm. They said it would take a couple of days to review the claim.The dealer have not heard from them neither have I. Every time I call they give me the runaround I need my car they take there money for their services every month without delay one hundred thirty one. dollars. I have the diamond plan. Started the plan Jan.30 2024 I need my car for doctor appointment grocery shopping I am 72 years old and on fixed income .I have to sacrifice to pay much every month they need to fix my car or refund my payments so I can make other arrangements to get my car repaired Thank you .Please respond back when you here anything.

  

  Business response

  09/17/2024

  Hello Mr. ********************** does apologize for the delay, your claim is currently in review with the manager of the department and compliance has asked for the matter to be expedited. If you have any questions please email the claims manager at ************************************
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long story short we had to get the car towed because of coolant leak, the coolant tubes were not covered under the warranty so we paid out of pocket. We asked the mechanic to look over the car and upon inspection reported that we needed further work done on the front end. So the mechanic sent the report to the company and they denied it with in a few days saying none of it was covered. I have read my contract and it clearly covers the parts. They said because the shop wants to buy brand new parts they wont cover it. We never got the option for new or used parts. I asked for a review of my claim and they denied it a second time claiming it was a pre-existing condition. Ive had that car for a year now and had repairs done prior to obtaining OX CARE and that was never noted or mentioned. They also have a copy of the last oil change we sent in, we are definitely over the 30 day waiting period and over the 1000 mile ***** I was without a car for almost a month while the whole process was going on. I couldnt rent a car because it was only going to be covered if the vehicle is in the shop longer than 8 hours, the mechanic stated an 8 1/2 hour job. They also advertise free oil changes, i submitted my receipt last month and im still waitng to be reimbursed. I would like them to fix the repair or refund me the months I paid.

  

  Business response

  09/17/2024

  Hello Ms. **************** does apologize for the issues that have come up. However, we are not able to completely unwind your contract as requested; ** can issue you a pro-rata refund after the cancellation paper work has been filled out which is located on page 5 of your policy. Once the cancellation paper work has been filled out we can issue your pro-rata check, please send an email to **************************************** and a customer service representative will be able to assist you from there.

  Again we apologize for this oversight and thank you for bring the matter to our attention.
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty from ox car care and was told that if I cancel the policy within 30 days that I will be refunded the down payment and anything else that was taken out I cant stop policy before the 30 days and was told I will have my refund within 5 to 7 days after two weeks, I called back and they stated that I never canceled the policy and they dont refund any money after 30 days but the policy stated that it was never past 30 days and I have email showing I canceled the policy after being on hold for 40 minutes. They hung up and refused to answer my call , I called from a different number and they stated that it would take 50 days to receive a refund after I told them I will report them to the Better Business Bureau and to my bank. They laughed and said we have somebody that works for the Better Business Bureau.

  

  Business response

  09/17/2024

  Hello ****************,

  Could you please reach out to our internal compliance team on this matter *************************************** I reached out to them direct and they need to further investigate the matter as the notes on your file are conflicting as to what you are stating here on your claim. The Compliance team is committed to having an unbias opinion and will be looking at the various customer service calls you made regarding your refund request and will be able assist you on this.
  

  Customer response

  09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a claim against them . Took my truck to dealership with top sheet of vehicle agreement and they inspected truck, came back and told me what problems were. Submitted claim via e mail to ox care ,ox care responded by telling dealership they were going to send out inspector and would be in touch with them about when this would happen. I ask service department representative if I could drive truck home , he said I could so I did . Three days later representative showed up at dealership without notifying them and because my truck was not there they denied my claim . Been calling ox care to explain and try to get them to reopen claim they denied me a second time same reason I called them again and they said they would have somebody reach out to me .its been seven weeks I have had no response despite my several calls and texts . No one informed me I could not take vehicle home ( only a mile and half away) and if they would have givin dealership heads up I would have had it there but like I said nobody informed me .i have continued to pay my service agreement with ox hoping they would contact me to no avail I believe they should pay for repairs since I was never informed by them that I could not drive vehicle

  

  Business response

  09/17/2024

  Hello Mr. ***************** does apologize for the inconvenience that this situation has caused, however, the denial still stands as he policy language is clear when it comes to claims. You are not to continue the operation of the vehicle after a known issues has been cited by your repair facility. Moreover, your repair facility should be the point of contact when it comes to the inspectors as Ox simply just schedules the matter with your repair facility handling the time and date in which the inspector is to arrive.

  Ox is sorry about this this issue, however, there is nothing that we can do when it comes with a valid denial in-relation to the policy language.
  

  Customer response

  09/22/2024

  I would agree with you but as I stated in earlier letter the repair vacility did contact ox in regards to inspection and ox would not give them a date or time if there inspection what was I suppose to do rent a vehicle and just wait till somebody showed up. That is just insane .plus I still believe your company should tell your customers the rule every time . How many other customers did this happen too besides me .and also I tried to contact your inspector and was told he would be in touch with me which never happened . Not a good way to run business 

  

  Business response

  09/23/2024

  Sir,

  We use a third party inspection service that does not mention as to the exact date when the vehicle will be inspected. They simply tell us that the inspector will show up and give us a date range ie. 3 to 5 days, as it depends on the availability of the inspectors they have in the area. Furthermore, the inspector service notifies us that they will deal directly with the repair service provide as to when the inspector will show, as stated in my previous response your repair facility is the main point of contact when it comes to this.

  Secondly, in-relation to your statement that ** should notify the customer regarding the rule, We have a ********************************************************************** those thirty days it is advised the customer reads the policy and if any aspect of the policy does not fit the customers liking they can cancel at any time with a refund of their monthly payment. 
  

*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. ↩