Complaints

This profile includes complaints for Auto Service Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Service Center

  2321 E 4th St Ste C469 Santa Ana, CA 92705-3861

  
• 

  Auto Service Center

  4952 Warner Ave Ste 201 Huntingtn Bch, CA 92649-5504

  

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:01/22/2025

  Type:Billing 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.

  1-16-25. Authorized purchase. ******* to sell car and no longer needed. Phone number given ************ put on hold for hour, hung up and no answer, attempted twice same thing! Unable to notify them to cancel so immediately called credit card company to dispute charges as they charged me $99 already. If I dont have a policy, how do I cancel with them if they will not answer their business phone?????

  

  Business Response

  Date: 01/23/2025

  ***** ******,
  Thank you for bringing your concern to our attention, and we sincerely apologize for the inconvenience you experienced while trying to reach our customer ********************** team. After further investigation, we confirmed that you attempted to contact our customer ********************** line; however, the call was dropped, and you were unable to connect with one of our representatives.
  We understand the frustration this situation caused and appreciate your patience. As per your request to cancel the policy, we have taken the necessary steps to process your cancellation. Additionally, we will issue a credit for the $99 down payment back to the card we have on file.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us at our toll-free number: ************. Our team is available to assist you.
  Thank you for allowing us the opportunity to resolve this matter.

  Customer Answer

  Date: 01/23/2025

  
  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:10/29/2024

  Type:Order 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.

  Previously reported that the company continues to harass me about a ***** impala I haven't owned in YEARS.I have REPEATEDLY told them to take me off their list - I still get calls.I file a complaint with BBB - they lie and say no calls have been ******** I'm getting texts in addition to calls!

  

  Business Response

  Date: 10/30/2024

   Mr. ******,
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration caused by our recent contact attempts. We understand that you no longer own the ***** Impala and have requested no further communication.
  Please be assured that we have immediately added your number to our Do Not Call (DNC) list, and our records have been updated to reflect that you no longer own the vehicle. This will prevent any future calls or messages from our team. The contact you received was an attempt to inform you of a renewal option as a previous customer, and we apologize if this was not clear in our outreach.
  We appreciate the opportunity to address this matter and confirm that you will not receive further contact from us regarding this vehicle. Thank you again for your patience and understanding as we resolve this matter. If there is anything more we can do, please feel free to reach out.

• Initial Complaint

  Date:09/03/2024

  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 calls from company attempting to solicit business over the past 4 years despite repeatedly being asked to be taken off the call list. Would get hung up on before full requests can be made at times. Would also not be permitted to have company info when asked until recently. I have repeatedly blocked numbers only to get new calls from new numbers. Screenshots of blocked calls depicts the number of times I have been called and the number of times I've asked to be removed from the list in the last year and a half alone. (Except for 5-digit numbers)

  

  Business Response

  Date: 09/03/2024

   *************,
  Thank you for bringing this matter to our attention. We take customer concerns very seriously and would like to address the issue raised by *****************************.
  After reviewing our records, we found that we contacted ****************, regarding the renewal of a service contract he purchased from us under contract number LOTAF393705. Our records do not indicate any further attempts to contact him after that date.
  We understand that there are many companies offering third-party service contracts, and it is possible that **************** may have been contacted by other organizations. To prevent any confusion, we have made a note in our system to ensure that no further contact will be made from our company.
  We recommend that **************** reach out to any other companies that may have contacted him and request that they remove his number from their calling lists.
  Please let us know if there is anything else we can do to assist in resolving this matter.

• Initial Complaint

  Date:06/21/2024

  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 recognized in March 2023 that the warranty actually doesn't cover anything. I made the easy decision to begin the refund process, as I can use the $4,295 to make the repair to my vehicle. Here I am more than a year later, STILL waiting.. I've made countless calls, and have been told the same thing each time. Refunds take 8 to 12 weeks to process, I would receive a call on a Thursday and the check would be in the mail on Friday. Even with their potential '12 week processing period' I am 52 Thursdays past due for my phone call. MEPCO is committing fraud. My contract is cancelled, I was told if I call for roadside assistance, they won't come. Therefore, I can't use a service that I have paid for. Nor have I received my refund that is due to ME per THEIR contract.

  

  Business Response

  Date: 06/26/2024

  Dear ******************,
  We apologize for the delay youve experienced with your refund.
  I am pleased to let you know that your administrator, *****, has confirmed that your refund is now being processed. You should expect to receive the refund within the next few weeks.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us or Royal. We are here to help.
  Thank you once again for your understanding and for bringing this matter to our attention. We value your business and are committed to making this right.

• Initial Complaint

  Date:02/21/2023

  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.

  On October 2022 I submitted cancellation document for my auto warranty with this company. They receive the cancellation notice on November 5th, 2022. I was told that it would take 8 weeks to process my refund. I contacted them again in January 2023 about my refund and was told that it was a 12 week process, this came from the same person who told me 8 weeks in November. It is now February 21 and still no refund from this company.

  

  Business Response

  Date: 02/23/2023

  Dear ****************,

  We apologize for the delay, Our CS manager spoke with you the other day, and assured you the pro-rated refund will be mailed this week. Auto Service Center ceased doing business with your policy administrator over 2 years ago, and some of these refunds are taking longer than anticipated. However, your pro-rated refund has been processed and will be mailed by end of week.

  Sincerely,

  ***************

  Customer Answer

  Date: 02/24/2023

  
  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:11/15/2022

  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 originally cancelled my policy in January 2022 however they stated they didn't received my letter in writing until May 6th 2022. I was told by a customer ********************** rep that my pro-rated refund will ***********-8 weeks. I did several follow up calls and as of today, I still do not have my refund check. Just empty promises and falsified commitments of my claim being processed. I've paid on time through automated ACH Debits for just over a year on time.Today I was told now it's up to 13 weeks of processing time but yet they're going to take another $100 cancellation fee after being more than 60 days of refunding my money. This is unbeleiveable!!! Where's your accountability, customer loyalty, customer satisfaction, and how can you consider any customer retention when you have poor representation? I also requested for my issue to be escalated to an Manager three times and was told no Manager is available, there's no out bound calls, and they're not working under any direct reports. I've never seen or heard of this before. I believe I need legal help or representation because they're stealing money and not performing of what their contracting consumers to purchase. The bad part for me, Auto Service Center has never spent one single ***** for my contract.Please help!!!!

  

  Business Response

  Date: 11/25/2022

  Dear **************,
  
  I have reviewed the information you have provided, as well as the notes and history in your file. Auto Service Center was the seller of your policy, similar to a broker, and has no other affiliation with ***********************. First, I want to apologize on behalf of any Auto Service Center rep that you may have felt wasnt helping you as best they could. Unfortunately,these reps only have limited access to information during a customer call. You purchased the policy from Auto Service Center for a *********************** VSC. Once purchased, Auto Service Center still assists in the customer ********************** portion as it relates to payments, updates to policy, or requesting new copies/id cards. Second, ******** is the Administrator, they handle all of the claims and are backed by insurance for those claims. If a full refund is being requested, it is ******** that would have to make that right with you, as of now we have been unable to get them to help with that from our end. Finally,Auto Service Center did send you a pro-rated refund last week, along with the breakdown of how it is calculated based on the terms of your contract/policy,if you havent received it yet, please let our office know so we can initiate tracking.