Complaints

This profile includes complaints for Axiom Product Administration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Axiom Product Administration

  1 Progress Point Pkwy Ste 101 O Fallon, MO 63368-2212

  
• 

  Axiom Product Administration

  8651 Highway N Ste 201 Lake St Louis, MO 63367-4054

  

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:04/15/2025

  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 Axiom's Platinum Coverage Level vehicle service contract on 04/26/2023. The contract has an expiration date of 04/26/2025 and covers the vehicle until ******* miles. I took my vehicle in for service on 04/15/2025 at ******* miles. Upon inspection it was noted that the vehicle had an engine oil leak from the valve gasket and that the valve cover gaskets would need to be replaced. Axiom denied the claim saying that under the Platinum Coverage Level, coverage for seals and gaskets is included only in conjunction with a covered service and cannot be the cause of the breakdown. Upon speaking to claims representatives at Axiom they informed me that while the lower and cheaper coverage levels do cover the repairs for valve gasket breakdowns as a stand alone issue, their top Platinum Coverage Level does not.The verbiage in the contract is extremely ambiguous. On the most basic "Bronze Coverage Level" it states that all internally lubricated parts for gasoline engines including valves, valve covers and gaskets are covered without any disclaimer saying that the "coverage for seals and gaskets is included only in conjunction with a covered service and cannot be the cause of the breakdown". The Platinum Coverage Level then goes on to state that it includes all of the items covered in the lover coverage levels. So how is something that is covered in the lower coverage levels now being excluded from coverage in the higher Platinum coverage level, when the Platinum Coverage Level clearly states that it includes coverage for all of the items in the lower coverage levels?

  

  Business Response

  Date: 04/23/2025

  Thank you for your complaint and the opportunity to review your claim denial. Upon re-evaluation, Axiom has approved your claim and has been in contact with you regarding reimbursement. We are happy we were able to come to a successful resolution. 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/08/2025

  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.

  9/30/24purchased a car from Totowa ******* dealership and as part of my financial application a car loan was obtained from ********. As a line item in this purchase was $795 for Gap Insurance. On March 3, 2025 the car was paid off through a mortgage refinance and the check was given toM&T bank on March 3. In trying to recoup the GapInsurance I have been thrown into a circle of non-productive calls between the Totowa ****** car dealership, M&T Bank and Axiom Products Administration LLC. One company refers me to the other and none have accepted the responsibility of returning my Gap Insurance refund. The ******** said the car dealership used their own Gap Insurance by taking it through Axiom Products Administration LLC and it makes them responsible for my refund. Axiom stated today the refund should come from the bank. The Axiom agent said their refunds usually go directly back to car dealers and they could offer no confirmation or contact name so I could followed up with tracking my refund, They referred me back to the bank. My complaint is their lack of concern for customers or their refund, they stated a check, if issued, will go back to the car dealership without a contact person I can follow up with to get my refund. Its been over a month and I am still no further in getting my refund of the Gap Insurance only used 6 months. After all these phone calls I am still unsure if Axiom is returning my Gap Insurance fee or not.

  

  Business Response

  Date: 04/16/2025

  Axiom has received your complaint regarding the cancellation of your Guaranteed Asset Protection coverage (GAP). Axiom requires three to four weeks to process cancellation refunds.  The standard cancellation process is for Axiom to send its portion of the refund to the selling dealership, who then combines their portion of the refund with Axioms portion and sends the full refund to the customer. ********************** cancelled and mailed its portion of your GAP refund to Route 46 ****** on April 14, 2025. The refund was sent via **************************** with tracking number 9470130109355006675359. 

• Initial Complaint

  Date:03/25/2025

  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 signed a contract with this business regarding GAP insurance. When my vehicle was totaled by another driver, and it came time for Axiom to pay the balance owed, they have LIED and manipulated their way through trying to avoid holding up their end of the contract. 11/17/24 - Car was totaled. 12/2/25 - Advised Axiom of upcoming claim. Received list of documentation needed. 1/10/25-Primary insurance paid their portion of the balance. 1/13/25-All required documentation was sent to Axiom. 1/24/25- Received notification from Axiom regarding payoff amount. 1/28/25 - Spoke with representative regarding the amount (being incorrect) and was told it was correct and the check had been sent on 1/24. 1/28/25-Spoke with additional representative and told the check was sent on 1/24 and to allow up to 10 business days for the check to process. 2/10 - Still no check received. Received an email (after calling), that the payment would be processed that week. 2/17 - Was told the check was sent on 2/13. 2/28 - Was told the check was sent on 2/13 and to allow time for US mail and the bank to process. 3/3 - Contacted the bank and was told they still had not received the check and it will likely need re-issued. 3/4 - Was told the check had been sent but no further information available. 3/5 - Was told the check was sent to the bank PO box and to allow a couple more days. 3/6 - 3 weeks since "check was sent". 6 weeks since told the first time. Balance still not paid. 3/12 - Requested check be re-issued with tracking number. 3/17 - Advised a request for re-issuance was submitted and that it could take 4-6 weeks. 3/19 - Advised the check would be sent the next day. Tracking number provided. 3/21 - **** Tracking says "Shipping label created. **** awaiting item". 3/24 - Axiom says the check was sent on 3/19. **** still says awaiting item. Throughout this entire time I have been making a car payment on a car I do not have. They refused to pay the full amount and now are dodging paying any.

  

  Business Response

  Date: 04/01/2025

  Thank you for your correspondence.  Since your correspondence, Axiom overnighted payment in the amount of $14,449.37 to ****************************** via ****** tracking number 880126399462.  The check was cashed by ****************************** on March 31, 2025. We apologize for the delays experienced with this payment and are happy we were able to resolve.  

• Initial Complaint

  Date:02/20/2025

  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.

  Vehicle was dropped off for repairs 11/20/24. We paid ******** in warranty costs when we bought it. Contract attached is for replacing transmission and engine if something goes wrong. Company already stated to dealership that both need to be replaced. After 3 months of jerking us around trying to find excuses to not pay the claim they are now saying they are going to install an old engine and transmission that had the same number of miles as when we brought it in. Basically saying they are not going to honor the warranty we paid for. We have been without this vehicle for 3 months and still don't have our engine or transmission replaced. This is looking like a scam company since we paid them and we are not going to get what we paid for. There is no point in buying a warranty on a vehicle if people have to go through this. 3 months of dealing with the stress of going back and forth with this company has caused us mental pain and suffering. We need a resolution now.

  

  Business Response

  Date: 02/26/2025

  Axiom is in receipt of your complaint. On or about December 2, 2024,Axiom received a call from *** ***** **** to start a claim for the 2018 **** F150 Supercrew (Vehicle) with a reported loss date of November 20, 2024;however, they did not yet have a complete diagnosis or estimate.  *** ***** **** called Axiom back on or about December 16, 2024 with a diagnosis and estimate to replace the engine,transmission, turbos, and repair the sunroof. An independent third-party inspection was scheduled and took place on December 18, 2024. Axiom requested customers maintenance records on December 19, 2024 from **********************. The maintenance records were provided to Axiom on December 26, 2024. On December 30, 2024, Axiom advised ***************** **** that the customer would need to approve teardown to the points of failure. On January 15, 2025, *** ***** **** provided photos of teardown showing the inside of the transmission pan. Between January 15, 2025 and February 4, 2025, *** ***** **** and Axiom worked together to obtain the necessary information to schedule a second inspection, which took place on February 10, 2025.
  

  The claim was authorized to replace the engine with a Like-Kind-Quality (***) engine with ****** miles and twelve (12) month parts and labor warranty, replace the transmission with an *** transmission with ****** miles and a twelve (12) month parts and labor warranty, and repair the sunroof. *** ***** **** was unable to demonstrate a failure to the turbos, resulting in this portion of the claim being denied until a failure could be demonstrated. Of note, the loss odometer of customers Vehicle was *******. The *** parts Axiom offered per Section A (Definitions) of the Contract (attached hereto and incorporated by reference) has less miles than customers Vehicle.

  On or about February 20, 2024, *** ***** **** advised Axiom that they have a policy to not accept outside parts and the customer does not want to pay the difference between the *** ***** ****s parts  and what Axiom is offering. In an effort to assist the customer, ********************** contacted ********************** on February 21, 2025 and offered to cover the price of *********************** transmission, which has a better warranty, and send the *** engine, which has a better warranty than the one offered by *** ***** ****. *** ***** **** refused the *** engine and advised the customer would be calling to discuss the options.

  Due to the dollar amount of this claim, Section G(2) (Limits of Liability)of the contract will need to be taken into consideration. The contracts total Limit of Liability is $26,650.00. 
  
  As of February 26, 2025, Axiom has not received a call from the customer. ********************** is willing to approve the *** ***** **** transmission, due to the better warranty coverage, and Axiom is willing to send an *** engine or contribute the amount of the *** engine toward the repair, to keep the customers cost down and provide as much assistance as possible. Axiom is also willing to discuss covering the teardown time of approximately eight (8) hours. 

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased an extended warranty from this company. I paid all my payments on time. when I had a problem with my engine they only paid $8075 on a bill of $11,000 dollars. I had to pay almost $3,000 dollars out of my pocket. Why did I have insurance and still had to pay. They claimed that my policy only covered that amount based on the ** ****** Trade in Value. If that's the case why didn't they sell me a policy for the value of the car? instead I paid for a $15,000 valued policy.I had rental coverage, they did not honor it. my car sat for almost 7 weeks while they disputed with the repair shop about coverage.They made me pay for the repair shop fees for something called a TEAR DOWN. That means I had to pay to explain why my engine failed. I was inconvenienced and treated unfairly with no communication from them. I had to do all the calling all the time and was placed on hold for hours. this was very stressful for me. I am 68 years old and live alone with no transportation for 7 weeks.I tried reaching out to them on my own to resolve this issue or at least get some of my money back. I spoke with managers and they refused to work with me in the matter. Please help me resolve this issue, I'm paying this bill on a credit card monthly that I don't have. I live on a *** once a month check.

  

  Business Response

  Date: 02/11/2025

  To Whom It May Concern:

  I would like to sincerely apologize for the inconvenience and frustration youve experienced. After reviewing the details of your situation, I can see that there are still open claims. I would strongly recommend reaching out directly to the administrator of the policy. They can provide further clarification on the specifics of the coverage and assist in resolving any discrepancies. Once again, I apologize for the stress and inconvenience you've faced. Please reach out to our customer service at ************ if you have any further questions.

  Customer Answer

  Date: 02/18/2025

  I am the administrator of the policy, ******* *******.  

  

  Business Response

  Date: 03/04/2025

  Thank you for your correspondence regarding the claim for engine replacement on your 2016 ******************************** Autosport Columbus (Repair Facility) called in a claim on or about September 5, 2024 requesting your Vehicles engine be replaced.

  On or about September 11, 2024, an independent third-party inspector inspected your Vehicle. The point of failure was unable to be demonstrated, and the Vehicle required additional tear down per section G. How to Make a Claim,paragraph 4 of your contract.

  4. Provide tear down authorization when requested by Us so that the Repair Facility can provide an accurate diagnosis and repair estimate. You will be responsible for any charges associated with the tear down, if it is determined that the Breakdown is not a Covered Repair under this Contract.

  On or about September 19, 2024, the Repair Facility advised the Vehicle was ready to be reinspected. On or about September 25, 2024, an independent third-party inspector inspected your Vehicle, resulting in the point of failure not being demonstrated.

  The Repair Shop performed additional tear down and was able to demonstrate the point of failure to the engine on or about October 10, 2024.

  Your claim was authorized on October 11, 2024 for a total of $8,075 ($4,948 for the engine, $2,557 for labor, and $570 for inspections).

  Page three (3) of your contract, ***************** of Liability, paragraph two (2) states the following:
  2. LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the actual cash value of Your Vehicle at the instant prior to the most recent loss. Actual Cash Value is determined by using the most current **** Average Trade-In value available for Your Vehicle based on Your zip code. The aggregate total of all benefits paid or payable during this Contract Term shall not exceed the **** value for Your Vehicle at the time of purchase or $15,000, whichever is greater.

  The Limits of Liability for this single engine claim is $8,075 equaling the Average Trade-In value of your Vehicle on September 5, 2024 (the instant prior to the engine claim).  For clarity, the aggregate total for all claims payable under the life of your contract is $15,975 (the **** value of your Vehicle at the time of purchase).  As of March ******, $9,197.15 has been paid in claims for your Vehicle.

  As the single claim Limits of Liability was met for the engine replacement, we were only able to assist with $8,075 toward this engine claim (including car rental, parts, and labor). 

  Customer Answer

  Date: 03/11/2025

  I disagree with the response from Axiom. Please reopen my case. My understanding is that they are saying in my policy I was responsible for tear down only if it wasnt a covered charge. So because they paid $8,075 it was a covered charge. Why was I billed for the tear downs. And if the $8075 covered the engine and the labor and the tear-downs, why did I have to pay $2,700 when I picked up my vehicle. The total cost of the repair was over $11,000 not $8000. These responses are incorrect And they are trying to make BBB think that they did everything correct and they did not. Please help me get my money back. See below

  
  

  Supposedly car value $8,075

  Engine cost.                     $4,948

  Axiom took addl.            $590 ??

  Sent to *** for labor        $2,557

  
  

  I paid at pick up                $2,422 

  so I paid for all labor and tear downs 

  
  

  ***s bill was $4,979.00

  
  

  

  Business Response

  Date: 03/12/2025

  Thank you for your correspondence. Axiom is in agreement that your claim for engine replacement on your 2016 ********************* is a covered repair under your contract. The claim is, however, still subject to ***************** of Liability, as outlined in Axioms previous response. The Limits of Liability for this single engine claim is $8,075 equaling the Average Trade-In value of your Vehicle on September 5, 2024 (the instant prior to the engine claim). Your claim was authorized for a total of $8,075 ($4,948 for the engine, $2,557 for labor, and $570 for two third-party independent inspections). Axiom acknowledges the amount covered under your contract for this single engine claim did not cover all of the labor costs associated with the tear-down required under your Contract. As the single claim Limits of Liability was met for the engine replacement, we were only able to assist with $8,075 toward this engine claim. 
  

  Customer Answer

  Date: 03/13/2025

  Complaint: 22863005
  
  I have reviewed the business' response and am rejecting it because:
  
  The additional labor cost was what I had to pay. This was because axiom requested all of these points of failures. The first visit from the inspector should have identified the point of failure. The back and forth time and emails and visits is what caused all of that additional labor cost. Why should the customer (myself) pay for proving what caused the engine failure. The insurance company should be paying for that. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/19/2025

  Thank you for your additional correspondence. Per ************** to Make a Claim, paragraph 4 of your contract, Axiom maintains the right to have the repair facility tear down the vehicle to demonstrate the point of failure and determine the parts and labor required to repair your vehicle. Unfortunately, sometimes the repair facilities do not have the vehicle torn down enough to demonstrate the point of failure and provide a diagnosis, which results in additional inspections. Axiom diligently works with repair facilities to avoid unnecessary repairs and costs to maximize the customers benefit under the contract.   

  Customer Answer

  Date: 03/24/2025

  Complaint: 22863005
  
  I have reviewed the business' response and am rejecting it because:
  True the dealer probably didnt tear down to the point of knowing what caused the failure on the first visit but the inspector was there he could have asked them to do it more throughly while he was there. Why should I pay for two or three inspectors visits and more dealer mechanical labor hours. 
  

  Also why did Axiom not use the *** value of my car. How can the value drop so drastically from $15,000 to $8,075 in just a year? Why did I have to pay additional labor cost AND reduced car value out of my pocket. Thats why I paid premiums to avoid out of pocket cost. 
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/23/2024

  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 2014 Bentley GTC in June of 2023 with ***** miles. I purchased a "platinum" warranty for $7,595 that covers 2 years and 30k miles. -In May of 2024 at ****** miles the car was brought to Bentley of ******* and needed replacement of Turbos (covered under the warranty) but the company has denied the claim. Total for this repair was $20776.74 and I had to pay this bill despite the fact that ******* certified that I was in no way responsible for the car's issues.-In September 2024, a check engine light brings the car to Bentley of ******* and a new problem is found with the Camshaft actuator. Estimated cost: $25,626. Again, ******* refuses to honor their commitment. -The warranty company is now ghosting us. We call and when we give our claim number, we are put on indefinite hold. My Platinum Warranty covers the items from my claims, totaling $46,403.13. I purchased this warranty for this very reason and the company should honor their contract.

  

  Business Response

  Date: 10/30/2024

  Thank you for your complaint.

  On May 14, 2024, claim number C000328534 was opened regarding the trunk not closing and replacement of both turbochargers on your 2014 Bentley Continental (Vehicle). Documentation provided by ******* revealed the trunk not closing was a pre-existing condition, as the workorder provided showed the previous owner had the same concern and declined the repair. (See attached Bently Repair Estimate) The truck latch was denied.

  Regarding the turbochargers, an independent third-party inspection was performed on May 15, 2024. The Repair Estimate (See ClaimNotPaid attached to Customers complaint) states: Guest states that the car will immediately stall after start up unless you keep you[r] foot on the accelerator.Importantly, ******* confirmed the Customer drove the Vehicle into the service center.The aforementioned indicates the driver knew there was a problem with the Vehicle and forced it into the shop by holding the accelerator down instead of towing the vehicle into the shop. A towing benefit was available to you under your contract, Section D(1).  The inspector noted the failure appears to have existed at mileage of sale based on the severity of the failure to both turbochargers. Specifically, the inspector found both turbocharger impellors were extremely loose in the turbo housings with the left bank turbocharger failure so severe that the fastener (nut) that holds the impellor to the shaft was missing. (See Inspection-C000328534).  The inspectors findings further support the Vehicles continued operation in a failed state.   Axiom denied the replacement of both turbochargers due to the continued operation of the Vehicle in a failed state pursuant to Section E (Your Responsibilities): PREVENT FURTHER DAMAGE: In the event of a Breakdown, You must take immediate action to prevent further damage to the Vehicle. This Contract does not cover damage caused by continued operation of the Vehicle in a failed state or failing to timely repair a failed component.

  On September 13, 2024, one hundred and twenty-two (122)miles from the previous claim (C000328534), claim C000353933 was opened to address Customer reporting a message displayed by the Vehicle indicating Max engine speed of ***** RPM along with multiple trouble codes related to the timing system.  ******* requested replacement of all variable valve timing solenoids, camshaft actuators, and the camshafts themselves.

  On September 19, 2024, a third-party inspection was conducted.  Photos from the inspection showed a test drive license plate on the Vehicle from the selling dealer, ********************  Previous inspections of the Vehicle show a Georgia license plate on the Vehicle.Additionally, there is a photo of a Buyers Order on the windshield during the inspection. (See Inspection-C000353933) When checking the Carfax report, Axiom found that the Vehicle had been listed for sale on August 22, 2024, by Import Car Connection. (See CARFAX Vehicle History Report) Axiom located the sale listing on the selling dealers website with the Buyers Order on the windshield of the Vehicle and captured an image of the listing. (See Screenshot Bentley) When Axiom asked for a better image of the sign on the windshield, Axiom was sent an image that does not match what is shown on the inspection report or on the website with the sale listing.  (See Marcdsign) The sale listing was taken down once Axiom advised of finding it.  Claim C000353933 was denied because all evidence supports that the contract holder, **** ******, no longer owns the Vehicle. 

  For the avoidance of doubt, had Axiom not found the Vehicle ownership had changed, the claim would likely have been denied due to the continued operation found with claim C000328534, merely 122 miles prior.  Additionally,the ingestion of metal from the impellor contacting the turbocharger housing would cause internal damage to the engine.  The service center presented a technical service bulletin to the third-party inspector that speaks to internal failure of an inlet or exhaust camshaft actuator.  These actuators are controlled by oil pressure and oil was circulating through them while the Vehicle was being driven with failed turbochargers.  Any evidence of damage from metal circulating throughout the engine would have resulted in a denial of the claim.  Teardown of the engine would have been required per the contract, Section H(4), for the repair facility to provide an accurate diagnosis and repair estimate.  (See ducloz-synergy contract, attached to Customers complaint) ********************** would have advised the service center that any evidence of engine failure caused by metal contamination would result in a denial. The Customer is responsible for all charges until a claim is authorized by Axiom.

• Initial Complaint

  Date:10/02/2024

  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 a 2009 ****** Matrix XRS from ApprovedAutos in **********, ** on 08 27 2024. On 08 26 2024, I had the car inspected over by a mechanic at ***************. The car has ******* miles on the odometer at the time of the service.The shop said the vehicle is fine, but it's very low on oil. They said get an oil change ****. On 08 27 2024, I purchased a Synergy 3yr/30000 bumper to bumper warranty from **********************. All the paperwork is finished on 08 27 2024.I request an oil change before I pick up the car on 08 29 2024. Approved Autos takes the car to *************** change on 08 29 2024. The car now has a fresh oil change at ******* miles. On 08 29 2024 4:45 PM, I picked up the car, and drove it home to *********, ******* 13 days later, I was driving from **************, ** to ********* heading to work. On the freeway, I hear a rattling sound. Ny dash has a blinking oil light. The checkengine light now comes on. I pull to the next exit to a *******************. I called AAA, and they tow my car back to my house. The car had ******* miles. On 09 12 2024, I started a warranty claim, and we agreed for the car to be repairedat ****** of Antioch. My car is towed to ****** of Antioch. I gave ****** of Antioch the vehicle inspection report. ******* warranty sends an inspector to inspect the car.On 09 30 2024, I contactedSynergyWarranty to follow up on my claim.******* warranty claims based on the notes from the inspector they hired to look at the car, the engine was very low on oil.A representativenamed ***** told me that the symptomsof the engine looks like an oil change wasn't performed. They told me that oil was supposed to be a caramel color, the inspector said the oil in the engine was dark black.They denied my claim because there was lowoil inthe engine.I called Approved Autos, and they gave me a screenshot of the recent oil change that was done on 08 29 2024.PLEASE READ THE ATTACHMENT:

  

  Business Response

  Date: 10/09/2024

  Thank you for your complaint.

  On September 13, 2024, Antioch ****** contacted Axiom and started a claim on your 2009 ****** Corolla Matrix XRS under *************** Contract number SYUISCF01084100 for an engine replacement. Axiom requested Antioch ****** provide a parts list.
  

  On September 18, 2024, Antioch ****** provided Axiom with a quote to replace the engine.

  On September 23, 2024, an independent third-party inspection was conducted (attached hereto and incorporated by reference). Per the Antioch ****** technician, the vehicle arrived at ************** with no oil. The technician drained the oil and filled it with fresh oil to move the vehicle to conduct the inspection. Upon examination of the drained oil, it was observed to be black and metallic, yet clean on dipstick. The inspector verified a loud engine knocking noise was present. The inspectors photographs show no oil leaks; however, there is soot present on the rear bumper. The inspector concluded the oils appearance was consistent with a failure of a rod bearing due to lack of lubrication and continued operation.
  

  On September 30, 2024, the claim was denied due to the lack of lubrication. The customer disputed the denial and provided a pre-inspection sheet showing it was 2-3 quarts low on oil and an oil change receipt that was dated prior to the sale (attached hereto and incorporated by reference).  The claim denial was reaffirmed due to the lack of lubrication to the engine.
  Additionally,the contract identifies the following exclusions: Section H(5):ANY REPAIR, REPLACEMENT, OR SERVICE THAT IS NEEDED, BUT IS CAUSED BY A COLLISION/AUTO ACCIDENT, MISUSE, ABUSE, NEGLECT, ACT OF FRAUD, NEGLIGENCE (INCLUDING THE NEGLIGENCE OF A REPAIR FACILITY TO PERFORM PROPER REPAIRS),IMPROPER TOWING, THE LACK OF PROPER MAINTENANCE, AND/OR ALTERATIONS/MODIFICATIONS/ADDITIONS TO THE VEHICLE NOT AUTHORIZED BY ITS MANUFACTURER.

  Section H(12): ANY BREAKDOWN CAUSED BY CONTAMINATION, RUST CORROSION, DETERIORATION DUE TO THE PASSAGE OF TIME, OVERHEATING, THE LACK OF COOLANTS/LUBRICANTS,SLUDGE/CARBON BUILD-UP, OR RESTRICED OIL FLOW. and
  

  Upon review of your complaint and the documentation provided, Axiom reaffirms its denial of your claim. 

  Customer Answer

  Date: 10/11/2024

  Complaint: 22371956
  
  I have reviewed the business' response and am rejecting it because: I had no fault in the fail of the engine, I only had the vehicle the for 13 days before this happened. I feel as though are trying to place blame on me to avoid paying.
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/14/2024

  Thank you for your response. Axiom reaffirms its denial of your claim due to the lack of lubrication, as documented in the third-party inspection report previously provided. 

  Customer Answer

  Date: 10/14/2024

  My request to Axiom is to cancel my warranty and to refund my finance company $2,000.00 and if they can't do this I have no choice but to go to mediation.  

  

  Business Response

  Date: 11/04/2024

  Additional information was not provided by the customer apart from a revised resolution request. Given the circumstances of this claim, Axiom is happy to refund the customer the full purchase price of the Contract in question. That request has been inputted and, on average, take 4-6 weeks for payment to be received by the lienholder. 

• Initial Complaint

  Date:09/27/2024

  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.

  We purchased this warranty when we bought our vehicle in 02/24. At our first oil change, the mechanic noted that the engine did not sound like it was running properly and noted it needs to be inspected. It took 58 days, multiple tear downs requested by the warranty company, and a lot of back and forth to finally get them to agree it needed a new engine due to a cam phaser issue. Despite our warranty covering turbos, the mechanic documentation of metal filings in the turbos, and a general industry standard of replacing them when theres metal in them/the system, the warranty company is refusing to cover more than a used engine. I feel like they are trying to pass off the issue with doing a bandaid fix until our warranty runs out and that we are going to have to replace the whole system in a couple years because they are not addressing this properly. We also have missed out on 2+ months of usable warranty coverage because the company has been very slow in their process and kept requesting more tear downs/photos every few weeks.

  Customer Answer

  Date: 10/01/2024

  Initial date vehicle was dropped off for oil change when the issues was noted was 7/25/24. 

  Customer Answer

  Date: 10/01/2024

  The contract is under my husbands name, **** ***** (as shown in attached file).   Contact information is ************

  

  Business Response

  Date: 10/03/2024

  Thank you for sharing your concerns and experience with us. On August 14, 2024, ************* called in a claim on your 2019 *************************** as it concerns to *************** Contract number VSCINDF00996894 advising the engine is making a loud noise on startup and recommended replacement of the engine.  This claim was initiated six (6) days after the date of loss, which occurred on August 8,2024.

  
  On August 19, 2024, an independent third-party inspection was conducted. As a result of the inspection, Axiom advised ******** **** that a customer authorized teardown to the point of failure was needed to show the failures to the engines as well as the cause of failure regarding the locking pin to the left intake cam phaser.

  
  On August 27, 2024, ******** **** notified Axiom that the teardown was complete and ready for a second inspection.

  
  On August 29, 2024, a second inspection was conducted by an independent third-party inspector.  Axiom advised ******** **** that the damage to the head assembly had been confirmed;however, the failures to the lower engine or turbos had not been verified.  To be respectful of time and avoid further delay, Axiom requested further teardown and photos of the failures so that Axiom could verify that the vehicle was torn down enough for a third inspection to be conducted.

  
  On September 5, 2024, ************* contacted Axiom regarding the status of the claim. Axiom advised ******** **** we are awaiting photos from ************* to show the engine is torn down enough to show the damage to the lower engine and turbos. ******** **** provided the photographs and advised they were ready for another inspection. A third inspection was scheduled, and Axiom requested ******** **** show the inspector the failure to the lower engine and both turbo assemblies.

  
  On September 10, 2024, a third inspection was conducted by an independent third-party inspector. The third inspection report stated there were no failures noted to the turbos and the exhaust manifolds were warped.

  
  On September 11, 2024, Axiom contacted ******** **** and requested a parts list for a LKQ engine. Axiom cancelled the portion of the claim regarding the exhaust manifolds as the failure was documented as warped.Additionally, the third inspection report did not find any failures regarding the turbos.

  
  On September 13, 2024, ************* provided Axiom with a parts list to replace the engine with a LKQ.

  
  On September 17, 2024, Axiom verified failure to the upper and lower engine.

  
  On September 20, 2024, Axiom contacted ************* and reviewed the claim estimate. ******** **** advised Axiom that the customer was thinking about paying the difference and having a new engine installed.  ******** **** advised they would review with the customer and advise on next steps.

  
  On September 23, 2024, Axiom reviewed the claims totals with ******** **** advising that Axiom would either (a) pay $5,819.86 to the shop for labor in addition to providing the shop with the necessary parts or (b) pay ************* $9,619.86 towards the parts and labor if the customer decide to provide their own parts.

  
  On September 24, 2024, Axiom received additional photographs of the turbos.

  
  On September 26, 2024, Axiom reviewed the additional photographs and advised ************* that the photographs did not verify turbo failures and requested additional photos or video depicting the failure.

  
  On October 3, 2024, Axiom contacted ******** **** requesting an update on how the customer would like to proceed.  ******** **** advised they contacted the customer on September 26, 2024 and passed on information that the inspections did not show failures to the turbos. Axiom advised ******** **** that we would review any new pictures they can send to us for re-review of the turbos if the shop felt they had failed. ************* advised the customer mentioned they would contact the shop regarding this claim once a decision was reached.************* has not heard from customer since September 26, 2024.

  
  Of additional note, Axiom has verified and approved the engine failure claim to replace the engine. We are currently awaiting the customers decision on how they would like to proceed with the engine replacement.  Under the contract, a copy of which is provided, the customers warranty is active until either February 8, 2027 or ******* miles, whichever occurs first. Axiom has not denied or disregarded the claim regarding the turbo failure, but rather cancelled that portion of the claim due to no mechanical failures being verified.  Axiom has welcomed and remains open to reviewing additional information provided to re-evaluate the turbos.

  

  Business Response

  Date: 10/09/2024

  Thank you for your response.  Under Section H(15) of your Contract, the exhaust manifold is excluded from coverage.
  15.         BATTERY AND BATTERY CABLE/HARNESS, MOBILE CONNECTOR, WALL CONNECTOR, ANY FUTURE CONNECTORS, AND ANY RELATED CHARGING ADAPTERS, INTERIOR LED LIGHTING, STANDARD TRANSMISSION CLUTCH ASSEMBLY, FRICTION CLUTCH DISC AND PRESSURE PLATE, SAFETY RESTRAINT SYSTEMS (INCLUDING AIR BAGS), GLASS, LENSES, SEALED BEAMS, LIGHT BULBS, FUSES, CIRCUIT BREAKERS, CELLULAR PHONES, GAME CENTERS, SPEAKERS, REMOTE CONTROL CONSOLES,RADAR DETECTION DEVICES, BRAKE ROTORS AND DRUMS,[ALL EXHAUST COMPONENTS], AND THE FOLLOWING EMISSION COMPONENTS: HOSES, LINES,CATALYTIC CONVERTER/FILTERING, EMISSION VAPOR SENSORS; WEATHER STRIPS, TRIM,MOLDINGS, BRIGHT METAL CHROME, UPHOLSTERY AND CARPET, PAINT, OUTSIDE ORNAMENTATION, BUMPERS, BODY SHEET METAL AND PANELS, FRAME AND STRUCTURAL BODY PARTS, VINYL AND CONVERTIBLE TOPS, TIRES, AND/OR WHEELS/RIMS. EXTERNAL NUTS,BOLTS, AND FASTENERS ARE NOT COVERED UNLESS SPECIFICALLY LISTED IN THE SCHEDULE OF COVERAGES (EXCEPT WHERE REQUIRED IN CONJUNCTION WITH A COVERED REPAIR).

  
  Regarding the turbos, the three inspections do not reveal a mechanical breakdown, and a failure has not been demonstrated by you or the repair shop. If you are in possession of additional information showing a mechanical breakdown to the turbos, Axiom will review the additional information presented.

  Customer Answer

  Date: 10/10/2024

  Complaint: 22347736
  
  I have reviewed the business' response and am rejecting it because:
  
  Regarding the turbos we have shown a mechanical break down. The bearing are loose and metal filings have been found in the turbos. Please prove that the metal found in the turbos are not from the turbos. There is loose metal in the turbos and the turbos wobble. 
  The turbos may still spin just as the engine was still spinning with its mechanical failure. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/05/2024

  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 completed the necessary documents to cancel a Key FOB Program at the dealership on 6/5/23. The dealership has gone out of business and did not process the request. I called Axiom on 7/20/24 and explained that I never receieved anything from the dealership and they have since gone out of business. The Axiom ***resentative told me the steps to request the cancellation. I then submitted the documents to Axiom. I was told I would receive a refund in 6-8 weeks. I called a couple of weeks ago and was told I would receive $695 and the request should be completed by 9/5/24. I did receive a refund but for only $140 on 9/4/24. I called to inquire and I was told the balance was sent to the dealership. How is this even possible since they are gone out of business? The Axiom *** said he would escalate this issue. Today I received an email to contact the dealership. However, after going thur the menu prompts the recording says the business is closed. I just want my refund expedited to me because I have been patiently waiting over a year.

  

  Business Response

  Date: 09/09/2024

  Axiom has received your complaint regarding the cancellation of the Key Fob Program (Agreement) for your 2019 ****************** Axiom received your cancellation request on July 20, 2024 along with your note that on June 5, 2023 you tried to cancel the Agreement through the dealership, Car Squad, who did not process the cancellation. Axiom requires three to four weeks to process cancellation refunds. On July 25, 2024, Axiom back dated your request to June 5, 2023 and processed the cancellation request. Axiom issued a check to you in the amount of $140.00, which was Axiom portion of the refund.  On September 4, 2024, you contacted Axiom regarding Car Squads portion of the refund. To delay any further inconvenience, Axiom has reprocessed the cancellation and will send Car Squads portion to you within 7-10 business days.

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/14/2024

  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.

  Vehicle diagnostic test found negative battery sensor failed causing dead battery. Contacted car warranty and refused to cover the sensor as they say its part of battery cable not covered.. Platinum plan purchased covers all sensors and items not exempt. Battery cable is exempt so they say everything touching it is not covered though its not stated that way in contract

  

  Business Response

  Date: 08/20/2024

  Thank you for sharing your experience with us. We have reviewed your claim for the negative battery sensor and have determined your claim was denied in error.  We have contacted the repair shop and requested the necessary information to proceed with processing your claim.  We understand from the repair shop that your vehicle is scheduled for maintenance on August 19, 2024.  The repair shop will gather the additional information needed during this visit.  We appreciate the opportunity to address your concern and sincerely apologize for any inconvenience this has caused.