ComplaintsforAxiom Product Administration

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April, 2024 I place my vehicle in ****************************, **********, for service. I informed them I have a third party warranty who's benefits are paid by Axiom. The vehicle went into service for ********** after being diagnosed, they stated it was the "Turbo". The repair was approved by Axiom. By June, the low oil light was back on. I took the car in for service, again on June 17h. The service center reached out to Axiom and informed them it was the 'Head". Axiom stated the engine needs to be removed for photographs. When the adjuster came out, he stated, "she takes good care of this car". Axiom told the service center more components needs to be removed for more photos. Which is more time and labor cost. Axiom sent another adjuster out to take photos of the head. (this took 30 days so far, with the back and forth). Still no repair. During his 30 day period I have reached out to Axiom several times. I was also told someone would get back to me, which never happened. I requested a supervisor's assistance July 16th. "*****" returned my call that evening. Within this 30 day period I am without a vehicle. No one reached out with concern if a rental was needed or anything. I just keep getting the run around. *****, explained once the repair was approved I could be reimbursed for a rental up to 5 days. ***** also stated they just need a quote and they could move forward. Another representative, prior to speaking to *****, stated Axiom don't have the parts for the repair. As of today they are telling me the only have to pay 6800 for my vehicle due to contract limitations. My Vehicle is waiting approval of a repair of the "head" which was told to Axiom in June. To date I have no car, no repair, and no definite answers of time and or repair.

  

  Business response

  07/23/2024

  On November 14,2023, you entered into a AAA ******************** Contract at AAA Mid-Atlantic DTC Sales for your 2017 **** Explorer. 

  
  On April 2******, claim A000323835 was made regarding a low oil message.  Upon receipt of the third-party inspection report on April 25, 2024, the claim was approved to replace the turbo and assist with three (3) days of car rental at $50 per day. The part was shipped to the repair shop on April 25, 2024, with an expected delivery of April 26,2024.  The shop submitted for payment of $2,833.97, which was paid on April 30, 2024.

  
  On June 17, 2024,claim A000335554 was made regarding a misfire in cylinder 4.  On June 19, 2024, a third-party inspection of the vehicle was performed, and the repair shop was advised that you would need to authorize a tear down to the point of failure for the cylinder head to be reviewed further to determine coverage. On July 1, 2024, the repair shop advised the tear down was completed and a second third-party inspection was scheduled. On July 3, 2024, the second inspection report was received noting that the technician thought the value seal or a guide issue was the cause, but the head was not disassembled and the repair shop had not demonstrated a failure.  On July 8, 2024, the repair shops ***************** Manager (***) advised that after the cylinder head was removed,they found oil going into cylinder 1 and 4 from the valve guides, causing carbon in the cylinders. On July 11, 2024, the *** advised the valves had been removed and can now show the point of failure. A third inspection was scheduled. On July 16, 2024, the inspection report was received verifying the failures. A complete parts and labor estimate for the repair was requested. Also on July 16, 2024, you requested a call and on the same day, your call was returned by customer service discussing the Contract terms regarding a rental car.  On July 17, 2024, the engine quote was received. On July 18, 2024, the claim was approved for $6,890.03.  The claim was limited due to the Limits of Liability as outlined on page four under Coverage Limits, paragraph two, which states: The aggregate total of all claims and any other inclusive Ancillary Benefits paid or payable during this Contract Term shall not exceed the value of Your Vehicle, on the date You purchased this Contract, or $10,000.00, whichever is less. Additionally, on page four of the Contract, under Ancillary Benefits, paragraph 1, it states: In the event Your Vehicle is kept overnight for a **************** You may be reimbursed for up to 5 days, at $50 per day ($250 maximum benefit), for rental car or alternative transportation reimbursement expenses You incur.

  Customer response

  07/24/2024

  Complaint: 22002884
  
  I am rejecting this response because:
  
  The repair was not approved in order for me to obtain a rental within the 30 days. I was told the repair had to be approved before the 5 days would be considered for reimbursement when the vehicle has been in the service center 30 days with no outcome of repair. No one ever reached out to me about anything until I requested a supervisor, which was four weeks after the vehicle was in for service. 
  Sincerely,
  
  ***************************

  

  Business response

  07/30/2024

  Thank you for your response. The Rental Car or Alternative Transportation Reimbursement clause under Ancillary Benefits on page four (4) of the Contract states: You must pay for Your rental car/alternative transportation expenses in full and then provide a paid-in-full receipt, plus a copy of the qualifying repair order showing completed work, for reimbursement considerations. . Please note, your claim was approved on July 18, 2024.  If you would like to submit your rental car receipt(s) for reimbursement within forty-five (45) days of July 18, 2024, we would be happy to review your documentation for reimbursement.  

  Customer response

  07/30/2024

  Complaint: 22002884
  
  I have reviewed the business' response and am rejecting it because my vehicle was placed in the service center June 17th. 2024 my claim was not approved until July 18th. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  March 2024, I have tried and keep trying to get axiom to send the refund of the service contract that I canceled. When I have called to check on the status of the refund I get a different reason why a check has not been sent. They are stalling on refunding the cancellation and sending the check to the dealership. Please help me get the refund issue resolved.

  

  Business response

  05/22/2024

  Axiom has received your complaint regarding the cancellation of your *************** Contract (VSC). Axiom received your incomplete cancellation request on or about March 4, 2024. Then, on April 19, 2024, Axiom received the incomplete cancellation request from the dealership, ******** Buick GMC West. On May 10, 2024, you contacted Axiom regarding the status of your cancellation. A customer service representative informed you that the form was incomplete as we needed the cancellation odometer reading to cancel the **** pursuant to **************** Amendments, Texas. 
  
  N. STATE AMENDMENTS 
  
  *****: Section *** ************* item 1. is deleted replaced with the following: 
  
  1. CANCELLATION BY YOU: You may cancel this Contract at any time, including when a loss of the Vehicle occurs or when You sell the Vehicle without transferring this Contract to the purchaser. To cancel, You must submit a written request to the Dealer or directly to Us. An odometer statement indicating the odometer miles on the date of Your cancellation request is required. If You cancel this Contract within the first 60 days and if no claim has been made, We will refund the entire Contract Purchase Price. The right to cancel this Contract in the first 60 days and receive a full refund, less any paid or pending claims only applies to the original purchaser and is non-transferable. If We do not provide Your refund within 45 days of the effective date of cancellation a 10% per month penalty will be added to Your refund. If You cancel this Contract after the first 60 days or if a claim has been made in the first 60 days, We will refund the unearned Contract Purchase Price to You calculated on a pro-rata 
  basis determined by the months or miles remaining, whichever results in the lessor refund, less an administrative fee of $50.  
  
  Axiom cancelled and mailed its portion of your VSC refund to ******** Buick GMC on May 13, 2024. If you wish to cancel your GAP Contract, please update the attached form to indicate if you will be filing a claim. Please send the updated form and a paid in full letter to *************************************** so the cancellation may be processed if you so desire.  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the 1st week of January, on or about the 7th of January, I dropped my 2015 ******** **** GL63 vehicle to ******** **** of Lubbock for a ticking noise that was coming from the engine compartment. The dealership allowed me to have a loaner vehicle until my vehicle would be serviced. Between the dealership and my warranty department, they went back and forth on what could be the cause of the issue. The vehicle was drivable at the time, and no loss of horsepower was ever felt with vehicle. I figured it could be something minor. Weeks go by, engine is completely taken out of the vehicle, and dealership calls me back to advise me that the warranty company would not cover the motor since it seems that there was a certain damage to the engine that would not be caused by just regular driving. Dealership says, they can't do much at this point. That I would either have to come up with $50,000 for a new engine, or they would try to locate a used engine, that would probably be half what a new engine runs for. I bought this vehicle about a year ago. I bought extra warranty coverage just in case. Maintenance records show, I did the required maintenance a non-mechanic is able to do. My car is sitting in the shop bay, with no engine, I still have to make payments on this vehicle that I can't drive. Everybody else is telling me I am basically on my own to figure this out. I have contacted several lawyers, and this particular situation is not covered under lemon law because the vehicle is not 2020 or newer. No one is giving me answers and I do not know what to do at this point. If the dealership intentionally messed with the engine to have warranty cover a $50,000 engine, I need to know about this. This is wrong from all sides. I do not even have a quoted amount at this point yet.

  

  Business response

  03/21/2024

  Axiom has received your complaint regarding the claim on your 2015 ******** ***** On January 9, 2024,ASM ****** from ******** **** of Lubbock contacted Axiom to start a claim to address a noise coming from your vehicles engine. **************** requested to replace both high pressure pumps and the engine. Axiom set up an independent third-party inspection to verify the failure and determine the cause. The inspector was able to verify the noise coming from the engine but was unable to pinpoint the cause of the noise. Pursuant to the contract,Axiom requested further teardown. 
  
  A second inspection was set up to determine the cause of the noise. On January 22, 2024, the second inspection report was received. The second inspector found scoring in the cylinder walls of cylinder #4 and failed piston rings in cylinder #3 and #4. Pursuant to the contract,Axiom requested further teardown. A third inspection was set up to determine the cause of the scoring to cylinder #4. On February 29, 2024, Axiom received the third inspection report. The inspection found no marks on the corresponding piston that would indicate the piston or rings made the ***** to the cylinder wall. Axiom spoke to ASM ****** and he was unable to provide an explanation for the scoring to the cylinder wall. As the scoring on the cylinder wall appeared to be manmade and not caused by the piston, Axiom denied the claim due to no mechanical failure being shown.  
  

  Customer response

  03/31/2024

  Again. I have filed a complaint with the warranty who would not cover repair. I have also filed a complaint with the dealership. Both responses were given, and you decide to close the case. Now, I have a non working vehicle, no one cares about the customer who did everything right, but at the end of the day, will seek no justice. Unbelievable. The BBB is worthless just like the companies who ripped me off. 

  

  Business response

  04/02/2024

  Hello,

   

  We received notice that this complaint was reopened. After reading the complaint, it appears the complaint is addressing the BBB instead of us. As such, do we need to respond? If we do not respond, will that hurt our grade or position?

   

  Thank you,

  *****

  

  Business response

  04/09/2024

  We have received your complaint. Axiom has reviewed your claim and the denial. Axiom stands by its original denial as no mechanical breakdown was shown and rather, appeared to be manmade.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  vin#***************** CONTRACT #VSSC16A00257343 Paid off the lender/bank in full July, 2023. August 07, 2023 filed for a extended warranty cancelation with OFFLeaseonly. August 14, 2023 received a email from OffLeaseCancels: Your cancellation request has been reviewed and processed. We have:Submitted cancellation request to Axiom for processing. Estimated refund amount $1,643.44 Please allow ***** weeks to receive a refund.Thank you and we appreciate doing business with you.Thank you,Off Lease Cancels Team. December 01, 2023 @ approx. 1330hr 13 mins and 3 sec. Still haven't received the check from Axiom. Contacted Axiom and was informed that they will look into why I haven't received the check. Further investigation reveals that Axiom at this time was aware of OFFLEASEONLY being closed due to bankrupcy and has given the funds on August 08, 2023 to which the refund check has been cashed by OFFLEASEONLY.December 21, 2023 @ approx. 1625hr 13 mins and 15 sec contacted Axiom and was informed that the case had been reviewed and was being sent back to accounting for processing.January 23, 2024 @ approx. 1511hr 5 mins and 26 sec contacted Axiom and was informed accounting had processed the check on the 17th of January, 2024 and should receive in the mail in approx. 7-10 working days.Monday February 05, **************************************************************** resolving the issue. Let it be known that all conversations via landline had been recorded for quality assurance on behalf of AXIOM.

  

  Business response

  02/13/2024

  Axiom has received your complaint regarding the cancellation of your *************** Contract on your 2016 *** 328. 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. ********************** mailed its portion of the refund to Off Lease on August 29, 2023. Axiom didnt learn that Off Lease filed bankruptcy until after the refund check was sent and cashed by Off Lease. To delay any further inconvenience, Axiom has reprocessed the cancellation and will send its portion to you within 7-10 business days. 

  Customer response

  02/21/2024

  Axiom has not satisfied what they stated. Reimbursement is still pending.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have tried emailing the dealership I bought my car from (out of state) and they are dodging me cancelling my service contract. I do not want this service contract anymore please cancel.

  

  Business response

  01/30/2024

  Axiom has received your complaint regarding the difficulty in cancelling your contract through your selling dealership. You can submit your cancellation request directly to us along with the attached form to ***************************************. Once Axiom receives all the necessary paperwork, the cancellation will be processed.

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I attached my cancellation forum and emailed it to the business.. 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

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I call about my GAP check someone says it takes a different time frame than the last person. First rep told me it would be sent to me it is going on 3 months since my car was totaled and I have NO check. Now it turns out they sent it to the dealership who I’ve called and they don’t have anything. Each time I’m told a supervisor will email me. It’s been 2 weeks of arguing back and forth and I have no update and no check and all I keep getting told are a bunch of lies. No one will ever hear you out because they’re too busy talking over you

  

  Business response

  10/25/2023

  We have received your complaint regarding the cancellation and refund on your GAP Contract. We apologize for any inconvenience. The refund check has been sent to ***** ** ***** per Axiom’s cancellation procedure. In the event of a cancellation, Axiom will send its portion of the refund to the selling dealership. The dealership will then combine its portion of the refund, if there is one, with Axiom’s portion and then send the total refund to the customer or lienholder, if applicable. It generally takes 7-10 business days for the dealership to receive the refund from Axiom and another 7-10 business days for the dealership to then issue the refund to the customer or lienholder.  
  
  You can track our portion of your refund to ***** ** ***** on the USPS website using the tracking number: **********************

  Customer response

  10/27/2023

  Complaint: ********
  
  I am rejecting this response because: the tracking number states that a label was created on 10/24. The response was from 10/19 stating that they had sent out a check. So not sure how it’s been a week and USPS tracking has yet to scan to provide any updates. This is a check out there somewhere with my name on it and it’s not like it’s a $1 check either. It is now 10/27 and I’m clueless as to what is going on and no one ever contacted me back with updates either.
  
  

  

  Business response

  10/30/2023

  We have received your rejection regarding the response submitted on 10/25. Axiom sent its portion, via check, on 10/24 through USPS to ***** ** *****. It generally takes USPS 24 to 48 hours to update their site with tracking information after they scan in any items received. Per the USPS website, the check should be delivered to ***** ** ***** today, 10/30, by 5:05 pm. After Route 23 receives the check, they will combine their portion of the refund and send it along with Axiom’s portion to you, or the lienholder, if applicable. Please allow 7-10 business days for ***** ** ***** to issue the full refund. 
  

  Customer response

  11/03/2023

  Complaint: ********
  
  I am rejecting this response because:

  Everyone that I spoke to failed to mention that apparently the bank financing the car already got the money months ago for the GAP refund. I had to find this out after several wasted lunch breaks calling Axiom who never was helpful. All your employees sound miserable and like they hate their jobs. So of course none of them wanted to properly help me. The dealership that I kept getting told by Axiom to call and follow up with was also not helpful and dodge my calls. I do not accept the outcome because I MYSELF solved this issue. Axiom did nothing but constantly bounce me around and gave me inaccurate information. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The car protected by this warranty was a lemon and part of a bbb autoline case that was won. After several attempts to cancel they still have not canceled my contract and refunded my money. They are attempting to charge me ***** cancelation fee, which I asked to be waived in *** of the lemon law case and not having my car for months. They refuse and will not allow me direct contact to a supervisor.

  

  Business response

  09/19/2023

  We have received the complaint regarding the cancellation of your Revolution Bundle Protection Contract for your vehicle. Axiom received your cancellation request on 9/15/2023 and requested additional information to evaluate your request to backdate the cancelation. As of todays date, 9/19/2023, your contract has been cancelled effective June 1, 2023, and the cancellation fee has been waived. The check will be mailed to you or the lienholder, if applicable, within **** business days. 

  Customer response

  09/20/2023

  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

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company will not abide by a contractual agreement that states they must provide a warranty service to me that they refuse to provide. That I have already paid for

  

  Business response

  09/20/2023

  Axiom has received your complaint regarding the coverages provided to you under your Contract. On  9/15/2023, you called Axiom asking to speak to technical support for your RV. Axiom provided you the technical support hotline phone number to speak to a technician to help with technical issues but advisedthis person is not someone that Axiom sends to fix the vehicle. You later called back to request a technician be sent to repair a leak on your RV and were again advised that the Contract does not have coverages for a technician to be sent but that you could use the mobile repair reimbursement benefit.

  
  Pursuant to Section B. What Your Agreement Covers and Section C. Ancillary Benefits, your Contract covers reimbursement to be used towards a service call and/or labor for a mobile repair and the ability to speak with a technician regarding common operational issues.

  
  B. What Your Agreement Covers
  8. EMERGENCY MOBILE REPAIR SERVICE REIMBURSEMENT: You will be reimbursed for up to $150, per occurrence, toward a service call and/or labor cost for a mobile repair. A maximum of 2 uses per any 12-month period is allowed during the Term of Your Agreement.

  
  C. Ancillary Benefits
  4. TECHNICAL ASSISTANCE: A technical hotline is available to You 24/7. Technicians can guide you through many common operational issues You might experience with Your RV and help with basic troubleshooting, such as problems with: retracting a slide room, raising or lowering the leveling jacks, power functions, various appliances, etc. Technicians will even help you locate a Repair Facility, if necessary. Any technical advice or direction provided is given without warranty and You perform any maintenance or modification at Your own risk. Service does not cover major repairs that could void a Warranty or any Vehicle’s with prototype or customized parts. A maximum of 2 uses per any 12-month period is allowed during the Term of Your Agreement. No guarantee/warranty shall be made on any services performed/suggested.

  
  If you would like to use the mobile repair service reimbursement, please submit a paid-in-full receipt and repair order.

  Customer response

  09/20/2023

  Complaint: ********
  
  I am rejecting this response because:
  The paperwork I have on the contract explicitly states I am covered for mobile technician services and that the mobile repair company used is to be dispatched by the warranty company 
  
  Sincerely,
  
  ******* ******

  

  Business response

  09/25/2023

  We have received your rebuttal response. As outlined on Section B (page 2) of your contract, your Contract covers reimbursement should you contact a repair company. 

  
  8. EMERGENCY MOBILE REPAIR SERVICE REIMBURSEMENT: You will be reimbursed for up to $150, per occurrence, toward a service call and/or labor cost for a mobile repair. A maximum of 2 uses per any 12-month period is allowed during the Term of Your Agreement. 

  
  As outlined in Section C (page 3) of your Contract, you can contact the concierge service that can help you locate a repair facility near you. 
  5.CONCIERGE SERVICE: A live concierge agent is available to You 24/7 and will assist with helping to find: dealers and manufacturers (based on Your Vehicle make and model), Vehicle Repair Facilities, Vehicle parts facilities and retail stores, service facilities, fuel locations, dump station locations, and other points of interest to RVers, such as rest stops, lodging (including campgrounds & RV parks), a list of the nearest restaurants, national parks and historic sites, etc. In addition, the concierge agent can provide You with turn–by–turn directions and arrange rental car/valet services, if needed. If Your Vehicle has experienced a breakdown or Vehicle disablement, alternative transportation will be dispatched to You immediately at Your disablement site. If Your Vehicle is in need of service, a representative will schedule the first available appointment for You at the closest service facility and issue You directions and contact information for the Service Provider. This is a locator and appointment service, only. No concierge agent, nor the Roadside Provider, accepts any responsibility for issues relating to their recommendations. No costs relating to repairs, parts, service, etc. or consequential damages are covered by Your Agreement. No guarantee/warranty shall be made on any services performed/suggested. 

  
  A service provider is only dispatched for towing services. 

• Initial Complaint

  08/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have an extended warranty with Axiom and my 2017 hyundia Tuscon, the engine on my car blew. I filled a claim to have the vehicle repaired my claim was denied on ground I did not have verifiable maintenance record (record was probided) because servicing of my car was not done at a dealership but rather family mechanic. I review my contract from purchase and it never stated that for claim purposes I had to take my car to a dealer.

  

  Business response

  08/29/2023

  We have received your complaint regarding the repairs to your vehicle. On 8/4/2023, a claim was opened regarding your check engine light and a loud knocking noise coming from the vehicle. A third-party inspection was set up the same day. On 8/9/2023, Axiom received the inspection report that noted two damaged spark plugs, bent electrodes and a broken insulator. Due to the inspector’s findings, Axiom requested your maintenance records. On 8/10/2023, you provided Axiom with maintenance records for 2/10/2022 to 7/24/2023. The records that were provided did not include mileage information, part numbers, or description of the completed work. The claim was denied as the maintenance records could not be verified. On 8/18/2023, you provided the maintenance records again with mileage included. The records were still unable to be verified, however, as they were missing part numbers, parts descriptions, and there was no record of spark plug replacement at 45,000 miles. Axiom therefore denied the claim pursuant to section E of the contract: 
  
  E. Your Responsibilities 
  
  Maintenance Requirements: In order to receive benefits under the terms of this Contract, You must have the vehicle checked and serviced according to the manufacturer’s recommendations and maintain verifiable receipts of the maintenance services performed. If You perform the maintenance services, then You must maintain verifiable receipts showing purchase of all parts and materials necessary to perform the maintenance services, along with a statement showing the date on which they were performed. We may require that You submit proof of maintenance services when a claim is filed and failure to do so may result in denial of coverage. 
  

  Customer response

  08/30/2023

  Complaint: ********
  
  I am rejecting this response because: I never stated the vehicle was making loud noise and banging while driving the car the engine light came on and the vehicle went into limp mode could not drive, this was my word to the dealer **** *******, you guy never attempted to verify through the mechanic the time I service my car, and as stated and attach no ware on my contract does it say I need to provide service record to have a claim be approved. I have had my car since 2020 and I maintained my car to the highest standard. I was penalized for having a mechanic In my family and no ware in the contract it say I had to use a dealership to service my vehicle. 
  
  
  
  Sincerely,
  
  ******* ********

  

  Business response

  08/30/2023

  We have received your rebuttal response. Section E of your Contract, located on page 3 and 4 (not shown in your photo of only page 1) states:
  
  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.
  MAINTENANCE REQUIREMENTS: In order to receive benefits under the terms of this Contract, You must have the Vehicle checked and serviced according to the manufacturer’s recommendations and maintain verifiable receipts for the maintenance services performed. If You perform the maintenance services, then You must maintain verifiable receipts showing purchase of all parts and materials necessary to perform the maintenance services, along with a statement showing the date on which they were performed. We may require that You submit proof of maintenance services when a claim is filed and failure to do so may result in denial of coverage. 
  SUBROGATION: If We pay for a loss, We may require You to assign to Us Your rights of recovery against others. We will not pay for a loss if You impair these rights to recover. Your rights to recover from others may not be waived. IF THE BREAKDOWN IS COVERED UNDER ANY OTHER OEM, DEALER, DISTRIBUTOR WARRANTY, SERVICE CONTRACT, RECALL, OR REPAIR ADJUSTMENT (“OTHER COVERAGE”), WE WILL PAY THE DIFFERENCE, IF ANY, BETWEEN THE PAYMENTS DUE UNDER THIS CONTRACT AND THE PAYMENTS DUE UNDER THE OTHER COVERAGE.

  
  As stated above, your Contract does not require maintenance be performed at a dealership, but it does require that you be able to verify that maintenance was completed per the manufacturer’s recommendation schedule. As such, we requested your maintenance records. The maintenance records you provided were devoid of the services that were performed, let alone any notes of parts, parts number, or parts descriptions. The records only indicated “OIL MAITENANCE” with no charges listed for “parts.”  Therefore, we were unable to verify that the spark plug was replaced per the manufacturer’s recommended schedule (45,000 miles). 

  Customer response

  09/02/2023

  Complaint: ********
  
  I am rejecting this response because: there was no continued operation of the vehicle while driving the engine light cam on the car went to limp mode and would not move the two truck was call car was towed to dealer. As I stated to your rep there is no price for the service that was performed on my car because these services was provided by family. I provided the necessary records of service, as for the spark plug I took my hyundai to the dealership and they completed a full inspection of the vehicle and never say anything about spark plug that paper work was provided to you. I never had a issue with my car this is the first time my engine light ever came on and the car stop working, that is to show that I kept up on the maintenance of my car, this was just a mechanical failure that happen and I wasn't because of lack of proper servicing. I really wish you guys would reconsider this decision. 
  
  
  
  Sincerely,
  ******* ********

  Customer response

  09/04/2023

  After review my paper work I never received a page 2 and 3 in my package from off lease can your email me the entire contract 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are a scam. They works not pay dealership labor rates so they made us find an independent repair shop. They approved the shop and then refused to post the new places rates. Every time we have a repair under warrant Axiom refuses to pay for all of it, only part of it, sticking us with a large repair bill

  

  Business response

  08/22/2023

  We have received your complaint regarding the repairs to your vehicle. On 8/14/2023, a claim was started to address the washer pump and three (3) camshaft sensors. The repair shop requested .5 hr for repair and replace and 1.0 hour for diagnostics for the washer pump, and 4.5hr for repair and replace for the camshaft sensors. Axiom initially authorized .5hr for repair and replace with .5hr for diagnostics for the washer pump, and .7hr for the camshaft sensors.  
  
  Based on the contract, Axiom bases coverage/authorization amounts on reasonable and customary charges per a national recognized labor guide. Axiom used ******** the nationally recognized and used labor guide, to determine the covered amounts.  
  
  C. Definitions 
  
  COST: The reasonable and customary charges for parts and labor necessary to repair or replace the parts covered. These charges shall not exceed the manufacturer’s suggested retail price for parts and labor allowances derived from nationally recognized labor time allowance publications. At Our discretion, replacement parts used in covered repairs may include non-original equipment manufacturer parts; new remanufactured or used parts that meet the quality standards of the Repairer or Us. 
  
  Upon further review, Axiom has now authorized an additional 2.3hr for the senor repair and diagnostic. 

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