Complaints

This profile includes complaints for Ox Car Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ox Car Care

  17875 Von Karman Suite 150 Irvine, CA 92614

  
• 

  Ox Car Care

  4 Park Plz Ste 500 Irvine, CA 92614-5209

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On today, Monday 5/13/24, I called to get a quote on extended warranty. I Informed the salesperson that I was only shopping and will be comparing quotes with other vendors. The salesperson presented several options to secure business (First time buyers, and financial hardship program etc). I told the salesperson that I will have to review and get back. He proceeded to transfer me to his manager, *************** or ****. The manager told me that I could put a $75 deposit down and could cancel within 30 days to receive a full refund. I specifically informed him that I will repeat for clarification, that this call is being monitored/recorded that I will be refunded $75 if I call back today to cancel and he said YES. I was then transferred to the authorization ***** for processing the charge of $75. I specifically asked them the same question about being refunded and the rep. ***** said NO...the $75 is non-refundable. I asked for the Manager, she informed me that a manager would call me back. I got a call from a manager ***********************, who said that $75 is non-refundable. However, they could refund if the down payment was above $100. He assured me that I would be refunded $100. I told him to please go back and listen to recording of my conversation for validation. Anyone in business (Sales) know that you should do what you say and say what you do. This business will not be successful if they continue to operate like this. Their employees need to be trained on what "Integrity/Honesty mean. There are so many complaints for this same reason on BBB site. I wished I had read the reviews before doing any business with them. I will be writing a letter to their corporate office and CEO, *****************************. The policy that was sent over has not been signed...too many clauses that do not make sense. They listed a lien company on the policy which was not stated during the initial conversation. I need for this policy to be canceled today, 5/13/24 and a refund $100.

  

  Business Response

  Date: 05/15/2024

  Good Afternoon, 

  **************, you will be refunded your deposit of $100.00.  I am sorry if you experienced any inconvenience with Ox Car Care. 

  Respectfully, 

  Rose 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Phone call with Ox Car Care *** 5/9/24 after seeing TV ad which also showed BBB A+ Rating. After lengthy call gave my credit card # for $75 charge down payment to start car repair contract - then talked into an additional car coverage for $75 and was told could cancel but by adding the second car the charge for the first car would be reduced even if you cancel second car. On the same call was transferred to another gentleman to cover specifics at which time was told this would not go into effect for ***** miles which fact was never advised previously. I objected as hardly ever drive and would take months to cover the ***** miles so wanted to cancel car repair contract. i said I don't want and to cancel. This whole conversation took approx 40 minutes! They advised I had to talk to someone else in order to do so and in the process I got disconnected. Called back and they said someone would call me back. Did get a call back and was told could take vehicles to get a 12 point ASE inspection but I did not want to go through that and after another lengthy conversation being told did not understand why I did not want but I insisted on cancel. Next day I received Email that cancellation was in effect. I called again and asked about the 2 charges for $75 each and was told that would not be returned! So I agreed to the warranty and canceled on the same call and it cost me $150! I object to the BBB A+ rating which was one of the reasons I called them instead of other companies.

  

  Business Response

  Date: 05/30/2024

  ****************,

  Unfortunately, the deposit is non-refundable. 

  Respectfully, 

  Rose 

  Customer Answer

  Date: 05/30/2024

  I believe the BBB should not be giving this business an A+ rating. The full details of the maintenance agreement were not divulged until after giving my credit card number.  After finding out things I did not like about the maintenance and telling them ON THE SAME PHONE CALL that I no longer wanted said maintenance they still feel they are due the $75 per vehicle.  This kind of business dealing should not deserve the BBB A+ rating and they are not offering the credit for a $150 phone call!  

  

  Business Response

  Date: 08/30/2024

  Hello Ms. ********************* thank you for your opinion and it has been noted. 

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Ox Car Care in Oct of 2023 for my 2015 Jeep Grand Cherokee. Out of no where my truck over heated I believe this was Feb of 2024. I believe oil was found in my radiator and because of that claimed was denied. ** care Care said it was my fault for not taking care of it before and claimed the oil in the radiator proves it. But again was the first time my engine light went on and I didnt drive it I had it towed in to the shop. I ended up paying about $1700 out of my pocket to fix it. Then Im in need of an oil pump and control arms that claim denied again my fault because of the oil found in my radiator. I called Ox Car Care they told me the manager will not authorize it because of the previous issue but what does the oil in the radiator has to do with my control arms. Its totally different again denied. I never got to speak to a manager or the ****** Now control arms job thats clearly in the manual showing its covered going to run me about $1500 and the oil pump job about another $1500. Why did I bother getting this coverage? I wanted to cancel so the lowered my monthly payment down and deferred my next month payment so I wouldnt have to pay the following month. Yet they still charged me the payment and lied to me. I dont understand how they claim all over the radio they are AAA rated on the BBB when this is happening. Its like theyll take your money but not pay for what is clearly on the policy that is covered. How can someone be blamed for control arms???? My truck is 9yrs old and has 90k miles. ***** is still lower then the average 12k per year. This is just not right and Im in need of a warranty for my truck who backs up the policy and treats their customer right and doesnt need to be lying or false advertising to their customers or the public!!! I just want my vehicle fixed!! Its cover on the policy why wont they pay for it??? There so much to say but not enough space to write it. I take care of my truck but yet according to them I dont

  

  Business Response

  Date: 05/21/2024

  Good Morning, 

  **********************, claim #*****, was denied due to parts requested are not listed for coverage in you policy.  Claim #***** was denied due to the vehicle had prior over heating conditions, and the photos show that engine oil and coolant were mixed together which confirmed the long term condition.  Should you require further assistance, please contact customer service at ********************************************************************. 

  Respectfully, 

  Rose 

   

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by Ox Car care that I could review their policy on line for 30 days. If I didnt like what I found I would receive a refund. Before I hung up the phone I informed them I didnt want to proceed. They processed a $75.00 deposit fee anyway against my wishes and so far 3 days later still refuse to refund my money. Also the told me my plan was $127.00 per month. When they sent the policy info it said $212.00 per month.

  

  Business Response

  Date: 05/15/2024

  Good Afternoon, 

  I do apologize for any inconvenience you may have endured.  We will refund your deposit.  Please allow ***** to receive it. 

  Respectfully, 

  Rose 

  Customer Answer

  Date: 05/17/2024

  
  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

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been having ox carcare vehicle warranty about 4 months now. My engine went our and they have given me the run around since day one of filing this claim. They ended up denying the claim stating the engine oil was dirty. We provided documentation of oil change and other maintenance. Most importantly,the repair company I sent my vehicle to provided me with the pictures ox requested from them. The repair facility said the engine oil was clear and not dirty. I've consistently tried reaching out to ox regarding an appeal but no one will get back with me. I keep getting told the manager does not have a phone in his office to talk to customers and that I should email him. Apparently he doesn't have a computer in his office either because he will not email me back regarding this matter.

  

  Business Response

  Date: 05/14/2024

  Good Afternoon, 

  **************, please see the attached inspection report.  Your claim was denied after the inspection of the vehicle.  Should you want to appeal this decision, please email the claims department at *********************************. 

  Thank you, 

  Rose 

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False information, paid these people for about a year, when it was time to get car fixed they told me that I had to pay to get fixed and I would get reimbursed. False Information!!!!

  

  Business Response

  Date: 05/14/2024

  **********, 

  You have a superior policy, Ox Car Care only sold the policy, we do not do their claims or customer service.  Please contact Headstart at ************, to assist you further.  

  Thank you, 

  Rose 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my policy with this company never used any of their services according to the contract they are supposed to refund me a portion of my money that I did not use.I paid $500.00 and some odd dollars ant the are telling me that they are only going to give me back half of my money.A check was supposed to have been sent out on April 22, 2024 today is **** 8, 2024 and I still havent gotten my check.Can someone please help me out

  

  Business Response

  Date: 05/10/2024

  Good Afternoon, 

  There has been no check sent.  The history of you account shows that the 45 day review period would end on 04/22/24, not that a check would be sent.  I will have our customer service department provide you and I with an updated status. 

  Respectfully, 

  Rose 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered in agreement with Ox Car care in December of 2023, I explained to the warranty guy that was selling me the warranty about my rims and tires and the music in the vehicle, he still sold me the warranty. And now warranty company do not want to pay out on a claim for an engine problem, stating the reason is aftermarket wheels and tires

  

  Business Response

  Date: 05/09/2024

  Good Afternoon, 

  Please contact our claims department at oxcarcare.com. 

  Thank you, 

  Rose 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sign up for an extended warranty with Ox Car Care. After a month of dealing with complete idiots, I decided to cancel my warranty. Over the phone they told me I was eligible for a refund prorated from the time I signed up for the warranty. After going back-and-forth with several, they said that you were approved to have a refund of $251 but the refund takes over 45 days to be approved. After 45 days I have been emailing the resolutions department and they keep saying that they have no updates on the refund check. However, its been now three months that I have not received the refund check and I keep emailing the same person over and over again asking about when my check is going to be sent and she says they have no indicators or information on this right now. This is gone on long enough and by now I should have my refund.

  

  Business Response

  Date: 05/09/2024

  ************************, 

  
  While I do understand your frustration, I can only give you the information that is available to me.  There is a process, and at the present time I have no update for you.  Our finance company is going through a system update, and has been for a few months.  Your refund will be mailed as soon as possible. 

  
  Thank you, 

  
  Rose  here...

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had covered auto repairs done on March 1, 2024. I have not yet received my check for these repairs. I have called and emailed several times and just get the response that the payment has been approved and the check mailed to me.

  

  Business Response

  Date: 05/09/2024

  ******************, 

  Ox Car Care only sells this Superior warranty policy that you have.  Pleas contact Headstart at ************** for more information on your claim. 

  Respectfully, 

  Rose