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.

close

Find a Location

Ox Car Care has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/07/2023

  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.

  OX car care did not honor their contract with me my service agreement number OXMT019942 OX car care stated they wanted the maintenance history of the vehicle i bought a Carfax report on the vehicle they sent a email back saying that they don't except Carfaxs they wanted the invoices from the Infiniti dealership on my 2009infiniti G37 sedan 4D awd so I did that no response I received a email from a ******* from OX car care and after are conversation he said he was not even in the claims department and if i wanted to not wait for claims department to contact me then ******* gave me a number to call and I called it for three days straight and stayed on the phone for 2hrs each day for three days.now were my vehicle is at they're telling me i have to get my vehicle towed from parking lot ****** ************* I'm a USArmy vet i feel I'm being discriminated against I'm missing important dates with my doctor's at the VA also I have that pmsd and it's not helping with that pmsd I can't get around to get work i need my vehicle fixed and they need to honor my contract with OX car care and mepco finance Corporation is still still receiving their money every month I'm 60years of age and i feel I'm being discriminated against as OX car care trys to find a way not to honor their contract with me about my vehicle

  

  Business Response

  Date: 07/10/2023

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

  Thank you for your claim, I can assure you that you are not being discriminated against and I am sorry that you feel that way. However, Ox handles are their claims in the same way, note we emailed you on 5/31/2023 stating that your file was delinquent. Meaning that it needed to be paid update prior to Ox moving forward with the repairs, moreover, the issues with the carfax was the date range. The Carfax showed the last service was 10/11/22 with a mile verification of *******, the claim was started on 5/30/2023, which is a whole 7 months from the October 2022 service. This is why ** asked for further documents in relation to further maintenance records, this is in no way discrimination. All Ox is asking for is documents which are requested when starting a claim within your policy. 

• Initial Complaint

  Date:07/05/2023

  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 wanted to buy a car care policy. The salesman explained the warranty and the waiting period and the monthly price. I then paid $75 to initiate the policy. It then went to verification. The verification terms were DIFFERENT from the salesman's terms. The difference being the waiting period. I then said no to verification and no longer wanted the policy since the terms were different. I said I wanted my $75 returned. I was told to call customer service and they would take care of the matter. I called ************. ******* told me the money was NON REFUNDABLE. This was never told to me by the salesman. I want my $75 back.

  

  Business Response

  Date: 07/05/2023

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

  I have notified our billing department to issue you, your refund of 75 dollars as soon as possible. I am hoping the matter is handled this week and will continue to follow up with them until it is done. 

• Initial Complaint

  Date:07/03/2023

  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 March 22,2023 I contacted OX CAR CARE to inquire about a quote for an extended car warranty. I answered all questions and gave vehicle *** number and paid initial payment of $49. I have paid the premium since that time and on todays date I submitted a claim for vehicle repairs. The auto shop spoke with reps at ******** and claim was submitted. I was then contacted by auto shop to say the claim was denied due to a salvaged title. I then requested a refund due to the claim being denied and services were not rendered and was denied. I feel that if the *** was given the start of the contract, why all this time now they say the title is salvaged. The company is keeping my money and services were not rendered. This is a rip off and a refund should be granted if my claim is denied and they canceled my contract.

  

  Business Response

  Date: 07/05/2023

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

  We apologize for any inconvenience you may have experienced regarding your vehicle's repairs. However, given that your contract has been cancelled, we are unable to proceed with the repair. It has been determined by our legal department, after an internal review concerning the salvaged title issue, to refund all the funds you have paid into the policy.

  This includes your three monthly payments of $124.67, totaling $374.01, as well as your down payment of $49.00. We appreciate your patience and understanding as we work to resolve this matter. We aim to issue your refund as quickly as possible. Please note that it could take up to 15 to 30 business days to process the refund, but we will strive to expedite this process.

  Thank you for bringing this issue to our attention.

  Customer Answer

  Date: 07/05/2023

  I reject the response because they canceled my contract on their end and it was not voluntary on my behalf.   *********** canceled the contract after they denied car repairs and my refund.  I also do not trust that they will refund me my money after reading several negative reviews on other customers getting their money back.  I disputed the charges through my bank and feel comfortable getting my money back that way.  

  

  Business Response

  Date: 07/06/2023

  Hello **************

  Thank you for your response, we acknowledge your worry. However, what is not represented is the numerous people we refunded in a timely manner. nonetheless, you are free to do what you want. 

• Initial Complaint

  Date:07/03/2023

  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.

  January25, 2023 when I purchased a contract with Ox Car Care, with monthly payments of $189.25. Thursday, June 22, 2023, I called Ox Car Care and spoke to someone to let them that I needed to take my car to ******** Automotive for repairs. Friday, June 23, 2023, I took my car to ******** Automotive and gave **** the number to call and he spoke to someone and they told him to email them the paperwork. Monday June 26, 2023 **** said he called and spoke to someone and they said they had received the paperwork. I also called on Monday and was told that they had receive the paperwork and my adjusters name is ******* and I was going to receive an email, never received an email from Ox Car Care. Tuesday June 27, 2023, ******** Automotive called and said that my car was ready for pick up, and they had not heard from anyone at ****** so I had to pay the entire balance of ******** to get my car out of the shop. I still have not been able to speak to someone in regards to getting my half of the payment for the repair of my car. They have no problem contacting me every month for a payment, but have a major problem of returning my calls or responding by my email. I want all the money back that I paid into it and the money I paid to get my car fixed.

  

  Business Response

  Date: 07/05/2023

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

  We apologize for any confusion you may have experienced with your policy. It's important to clarify that Ox acts merely as the broker for your policy, and the payments you've made were collected on behalf of the company, Direct ******************* Services. We are not the administrators of the policy; hence, any issues regarding claims or cancellation should be directed to them. The representative named Augusta you mentioned does not belong to Ox, and that's likely why you didn't receive a response from us on the matter.

  You'll find Direct ******************* Services' contact details at the top left corner on the second page of your policy document. They can be reached at **************. Furthermore, if you wish to cancel your policy, you can email them directly at ************************* or proceed with the cancellation via their website at www.thedpws.com.

  All these details can be found on page 9 of your policy document. Again, we apologize for any confusion or inconvenience this situation may have caused. Please direct your correspondence to Direct ******************* Services (P.O. Box 253, *******, ** 10901).

• Initial Complaint

  Date:07/02/2023

  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.

  To whom it may concern Ox Car Care is a scam! THEY DO NOT stand behind anything they print or say on the phone.PLEASE READ ALL REVIEWS before you even give then a *****!!!!!They falsify the ads and there commercials. We unfortunately full in there dishonest practices many occasions on the phone **** was the first that stated that the $ ***** was refundable which we havent yet received since 3/11/23, ****** gave me the run around and could not find anything under my husbands name, then there was ******* that stated that we gave him our consent which he lied about.I was berated and criticized when asking for my refund. Who they think they are!!! Ox ******* are BULLIES treating people with no respect!!There have been time talking to the customer service department that you could never get an answer from them. We paid $***** and received nothing at all from them and NOR DO WE WANT anything to do with this company, we only want our $***** back as **** promised and stating on their web page.Reading there reviews I fill sorry for those who ended up with a contract. This company is deceitful and the BBB needs to know to protect customers. Occurring to the rep the $ ***** is refundable and as stated on other reviews dated April 4, they believe there rep also its misrepresentation, disloyal and people need to be aware of OX CAR CARE.They state ABOVE AND BEYOND CUSTOMER SATISFACTION AND MONEY BACK GUAREANTE AND THEY ARE DEDICATED BUT THEY ARE DEDICATED TO LIESSSSSS WE WANT OUR REFUND OF $*****

  

  Business Response

  Date: 07/03/2023

  Hello, 

  Typically the 49 dollar down payment is not refundable, we have a 30 day money back guarantee that is listed for the price of the monthly payment but is not subjected to the down payment as it takes our underwriters time to draft your policy, mail it out, and other logistics. Moreover, our representatives tried to assist you but numerous notes on our end state that you were also rude to our customer service agents on numerous occasions. Nonetheless, we will process your $49.00 dollar refund as requested.  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair 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.

  This is my THIRD complaint and BBB isnt helping. They ripped me off, promised a partial refund then denied any refund at all and never replied to the final response I gave. I did all their stupid hoop jumping for my Partial refund then got nothing. They denied my claim after months of not getting responses UNTIL I filed the first complaint. They submitted a voice recording of someone saying my initial mileage was ****** when it was ******. They then stated they would issue a partial refund if I sent in the forms to stop using their so-called service. I did. They never gave my partial refund so I filed another BBB complaint and they basically told me to stuff it and I wasnt getting a dime. Something needs done to this fraudulent company. From the onset of an issue they wouldnt answer my call or return a message. I was left in a life threatening situation with no help like they promised. They sure didnt deliver on anything but taking my money. They charged over $500/month and gave absolutely nothing in return. I want my refund and I want them impacted on their BBB score. The fact that you have allowed this to continue is astonishing. Im deeply saddened by the lack of action by the BBB and it makes me distrust any company you give an A+ rating to. They took my money and left me in the wind doing absolutely nothing after repeated phone calls until I filed against them. Then they gave a fake promise of a partial refund after lying about my starting mileage. Im totally disgusted with ox and disappointed in the BBB. I feel your rating system is totally false and inflated. Whose side are you really on?

  

  Business Response

  Date: 07/03/2023

  Hello **************, 

  Per your first request (********) and Ox's response, we are waiting for your Letter of Cancellation and certified odometer reading to process your refund. The same thing was then told to you on your second complaint (********), which you have yet to provide. If you did please respond with the copy you sent, or send your letter of cancellation and certified located in your policy book to ******************************** from there we will process your refund. 

   

  Customer Answer

  Date: 07/03/2023

  I sent that thing in over a month ago. Im tired of getting the run around. You all are scammers plain and simple. You take money and start plans with no signature required but when its time to pay a claim or give a refund, let the games begin. I feel like Im in a twisted version of the hunger games and the odds are never in my favor. Im owed over $500. I want it back. Your sales people lie. Your commercials are a lie and Im done dealing with it. If nothing is done Im just going to contact the ********** attorney general and any other party I need to until I get t money. I think a class action lawsuit is really in order. Your answers to complaints are only given after turned in and are inconsistent at best. Ive seen where you show people to email that form in. I was told absolutely could not be done. Ive also seen you accept the BBB complaint as cancellation. But others, like me have to snail mail this form. So whats your actual policy?  Im not sure you even know. Youre throwing out responses at random and do what suits you best at the time. You tell lies and give false promises but youll sure take money quickly. I hope you get shut down and the BBB should be ashamed of themselves. Theyre protecting NO ONE but fraudulent companies and Ill no longer consider their ratings system as a way to judge a company. Tell *********************** I hold him person badly responsible for lying through his teeth when asking me the diamond policy. More like cubic zirconia. I paid money for 2 vehicles, one still under factory warranty and got nothing in return but hassle and lies. 

  

  Business Response

  Date: 07/05/2023

  **************, 

  I appreciate your comments and understand where your viewpoint is coming from. It is true that I have referred to BBB claims as requests to cancel policies in the past, but as you dig deeper into those responses, you will find that I also mentioned "typically we ask for a written cancellation letter to process the refund." Most of the time, this letter is sent to us via email by the customer.
  

  Please bear in mind that there are several internal processes involved that *** not be visible externally, and making assumptions without the complete context might lead to misunderstandings. For instance, the cancellation process typically involves multiple stages, including receiving your cancellation letter and odometer reading.
  

  However, as we realize that this process *** have caused you some inconvenience, we have decided to move forward with your pro-rata refund despite not having received your cancellation letter and odometer reading. In the spirit of resolving this matter as smoothly as possible, Ox will send you a check via **** by next Friday at the latest.
  

  Thank you for your response, and we appreciate your understanding in this matter.

   

  Customer Answer

  Date: 07/14/2023

  
  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.  Though I find it ludicrous it took so many attempts to resolve. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair 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 PURCHASED A WARRANTY ON 4/26/23 FROM OX CAR CARE. I WAS CHARGED A $49 APPLICATION FEE ON 4/26. MY FIRST PAYMENT WAS ON 5/10 FOR $185.38. I WAS TOLD AT THE ***** THAT THERE WAS A 30 DAY MONEY BACK GUARANTEE. I CALLED IN MAY TO CANCEL THE WARRANTY. IT WAS WITHIN THE 30 DAY PERIOD. I WAS SUPPOSED TO GET A REFUND, ACCORDING TO THE REP. ON 6/12/23, THEY CHARGED ME AGAIN AND ******** MY ACCOUNT. I CALLED AND THE REP SAID HE SAW NO NOTES IN MY ACCOUNT STATING THAT I CANCELLED. HE CANCELLED MY WARRANTY THAT DAY AND TOLD ME THAT I WOULD RECEIVE A REFUND OF BOTH AMOUNTS, FOR A TOTAL OF $370.76 IN 3 TO 6 WEEKS. I CALLED TODAY AND THE REP SAID THAT MY WARRANTY WAS NOT CANCELLED UNTIL 5/30/23, WHICH IS NOT ACCURATE. HE TOLD ME THAT I WASN'T ELLIGIBLE FOR A REFUND OF THE FIRST PAYMENT AND THAT I NEEDED TO SEND A LETTER OFFICIALLY CANCELLING MY WARRNTY AND REQUESTING A REFUND OF THE PAYMENT THAT THEY TOOK, WHEN THEY SHOULDN'T HAVE, BUT THAT IT WOULD BE PRORATED, BASED ON MY ODEMTER READING. THE REP I TALKED TO TODAY BASICALLY TOLD ME THAT I WAS LYING AOUT CALLING IN MAY AND ABOUT WHAT THE REP TOLD ME WHEN I CALLED IN JUNE, AFTER THEY TOOK A SECOND PAYMENT AND ******** MY CHECKING ACCOUNT. HE SAID THERE WERE NO NOTES TO THAT AFFECT IN MY ACCOUNT HISTORY. I LIVE ON A LIMITED INCOME (SOCIAL SECURITY) AND COULD NOT AFFORD THE **** INVOLVED IN THE OVERDRAFT THEY CAUSE, NOR THE $370.76 THEY TOLD ME THAT I WOULD BE REFUNDED. I WANT MY MONEY BACK!!!!!!! I AM NOT A LIAR AND THE REPS I TALKED TO WERE VERY RUDE. I AM IN A BAD FINANCIAL POSITION RIGHT NOW, UNABLE TO PAY MY JULY RENT BECAUSE OF THEM.

  

  Business Response

  Date: 07/03/2023

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

  Thank you for the review, I do see that you called on 5/30/2023 to cancel your policy and you spoke with our **************** Representative on 5/30/2023 to cancel your policy. You purchased your policy on 4/25/2023, unfortunately cancelled 5 days after the 30 day money back guarantee. Moreover, we do request you send in the the cancellation page and the certified odometer reading to fully cancel the policy, but out of good faith we will honor the refund in full. 

  Due to the holiday a lot of our billing staff is out and we will mail your payment next week Friday. 

  Customer Answer

  Date: 07/06/2023

  
  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:06/26/2023

  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 received an oil change on on May 10th 2023 I never got reimbursed it they say 15 days I did my email they confirmed my email that I sent the receipt and when I call I get to run around

  

  Business Response

  Date: 06/27/2023

  Hello Ms. ********************** claim was denied as you cancelled your policy on 5/12/2023, your last call that was noted was that same date. I am sorry but there is no refund due to you as 1) you cancelled the policy, 2) your claim was denied and you were notified. 

• Initial Complaint

  Date:06/23/2023

  Type:Sales and Advertising 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 a Diamond Coverage auto warranty plan from Ox Car Care, on Mar 27, 2023 for my 2014 Porsche Cayenne. I was told I had Bumper to Bumper coverage, based upon the plan I purchased. On June 19th, 2023, I had to have my vehicle towed to a repair shop for service. First, I am supposed to have **************** with the plan and I called them to have my car towed. After waiting almost an hour, the tow service never called or showed up. I had to use my Triple AAA service to come tow my vehicle. Then my repair emailed a request on June 20th to Ox Car Care to request repair approval. They never received a response from OX. On Friday, June 23rd, I called ******************* to inquire about the approval for service. They told me the Claim was denied, because the Catalytic Converter was not covered. When purchasing the plan, I was told I had Bumper to Bumper coverage, and no exclusions were mentioned or indicated. I am cancelling this plan and would advise others not to be scammed by this company!!!

  

  Business Response

  Date: 06/26/2023

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

  Thank you for reaching out to us regarding your concerns. We regret that we couldn't assist with the repair you needed. While your policy provides extensive coverage, it does not include the catalytic converter. Although our policy is often referred to as "bumper to bumper," it does have certain exclusions, which can be too detailed to go over verbally during the sign-up process. That's why we provide a 30-day money-back guarantee and encourage all our customers to thoroughly review their policy and ask any questions they may have during this period.

  
  Regardless, we respect your decision to cancel the policy. To proceed, we kindly ask for a Letter of Cancellation and a certified odometer reading. Please send these to ********************************* The form for the Letter of Cancellation can be found on page 10 of your policy booklet (listed as page 5 in the policy section). We appreciate your understanding and cooperation.

• Initial Complaint

  Date:06/19/2023

  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.

  Did Not get refund back They keep telling me it's on the way it's been 55 day's now and no refund Ever time I call the say it's in the mail

  

  Business Response

  Date: 06/19/2023

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

  Ox apologizes for the inconvicence on this matter, initially your check was going to be sent out as a pro-rated amount. However, the refund was flagged by our legal department who did an internal review and found that you deserve your full monthly payment of ****** back, as you called customer service did not know of this investigation going on. Therefore, they kept saying that the check will reach you, I am sorry for the misinformation on the matter, but I can assure you the check will be released this Wednesday, June 21, 2023. Please reach out to our legal department as they are facilitating the your refund, you can reach the department at ********************************* Again we apologize for the inconvicence this has caused.  

  Customer Answer

  Date: 06/19/2023

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