ComplaintsforAxiom Product Administration

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18th, I filed a claim because I discovered that three out of my four wheels were bent on my Lamborghini Huracan. From start to finish, the claim process has been nothing short of a nightmare. To begin with, whenever you call, you have to go through a general customer service representative. Most of them barely speak English, making it incredibly difficult to understand what they are saying.Every single time Ive been transferred to a claim specialist, *** had to wait on hold for over an hour. Ive called them more than 12 times since opening my claim. If the claim specialist isnt a superior, they have to transfer you again, leading to another hour of waiting.*** spent more time on the phone with these people than I have with my entire family in the past two weeks. It gets worse. They said they needed an inspector to look at my wheels because of the high cost. Somehow, there was a glitch in their system, and the request for an inspector was never documented. If I hadnt called back, I would never have known. When I called back, I spoke to someone named *****. He kept me on the phone for two hours and claimed he spoke to a superior, who then spoke to another superior, stating that my claim did not need an inspector because its a high-end car and they already had videos and pictures of the wheels. The next day, I found out that ***** had completely lied. They had to review our call recording to confirm what he told me. After that, a manager named **** called me back and said they would need to send an inspector out after all.My car has been in the shop for two weeks now, and Ive been constantly given the runaround. None of the employees can provide consistent answers.I paid $5400 for my package when I first got my car at the dealership, and Ive had to do more work than ever before. Yall need to hire more people who actually speak English and better train your claim specialists because most of them have no idea what theyre talking about.

  

  Business response

  07/31/2024

  Thank you for sharing your experience with us. We appreciate opportunities for continuous improvement and are taking steps to address the call wait times you experienced.
  

  On July 18, 2024,a claim was opened to replace three (3) damaged wheels, left front, right front, and right rear.  The repair shop provided the necessary photos and documentation indicating the wheels could not be repaired.  On July 26, 2024, a third-party inspection was scheduled to take place on July 29, 2024.  On July 30, 2024, we received the third-party inspection report and upon review approved the claim in the amount of $7,666.72 and advised both you and the repair shop of the approval. Upon completion of the repair, the repair shop will submit their invoice to us, and payment will be remitted. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gosh, where do I begin? From start to finish my dealings with this company have been despicable. I purchased a *** X4 off the showroom floor on FEBRUARY 1, 2024, and was forced to purchase third-party GAP insurance by the dealer. I sold the car on MAY 23, 2024. Fast forward to present day, JULY 26, 2024 and I STILL have not received my refund check. According to this scam third-party GAP company, Axiom, I am due a whopping $977.88. Nothing to sneeze at. I have called the dealership 4 times requesting to speak to finance, left voicemails, etc. all for no one to respond or call me back. I had to submit the cancellation paperwork for my refund MYSELF, when the dealership was supposed to do it. Axiom has been stalling on issuing my refund since JUNE 24, 2024.Today, I called Axiom for the SEVENTH time to check on my refund status, only for them to tell me that they still had not cut my check!!! They claimed last week it would be cut by JULY 24...still NOTHING!!!!! They are a bunch of liars and fraudsters.At this point, I don't care about their "policies" or "short-staff" issues. I expect to be refunded IN FULL of the $977.88 immediately, with the check being issued to and mailed DIRECTLY TO MY HOME ADDRESS IN ************** or I will have to take this to small claims court. This car was paid off and my account was closed on MAY 31, 2024. THERE IS NO REASON WHY I HAVE NOT BEEN REFUNDED FOR MY GAP INSURANCE! I live out of state from where I purchased my vehicle and this has been a complete waste of my time chasing Axiom every single week. Proof of payoff and cancellation form, as well as the email from Axiom attached. RUN far away from this company if you need any type of insurance!!!!! They are nothing but scammers who give you the run around and steal your money. Waiting for a response...

  

  Business response

  08/01/2024

  Thank you for your message. We received your cancellation request on June 19, 2024, for your 2024 *** XR.  The Contract was cancelled on June 24, 2024.Axiom requires four weeks to process cancellation refunds.  We issued Axioms portion of the refund and mailed it to Morristown *** via ***** tracking number 9470103699300075878394,on August 1, 2024. Morristown *** will combine with its portion and issue you the remaining refund. 

  Customer response

  08/03/2024

  Complaint: 22050883
  
  I have reviewed the business' response and am rejecting it because:
  
  I do not want this case closed until I receive my refund in FULL. The tracking number provided states that the check is still in ********.
  

  Frankly, this is unacceptable and the excuses are getting old. According to supervisor ****, the check was due to be mailed on July 24th. The dealership is also still completely radio silent, which is exactly why I asked for Axiom to make an exception to their policy and have the check mailed to be directly.
  

  I can almost guarantee I will not receive my refund now, therefore I will not close the case or accept Axioms response. 
  

• 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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********************* and I purchased a 2018 **** Escape from ***************** in July 2021. We purchased an Axiom *************** Contract with the vehicle. On 1/17/24 while driving the vehicle approx. 1 block from our home, the car started to malfunction. ***************** the vehicle in our driveway because he suspected it was the transmission. No indicator lights came on. We called for a tow to ************* and it was towed that night. On 1/18/24 ************* contacted Axiom to start the claim. Axiom sent an investigator and requested freeze frame data. According to the data, the check engine light came on and the vehicle continued to be driven for 31 miles. We deny that the check engine light came on and believe there may have been an indicator malfunction, but there is no way to determine this. Nevertheless, Axiom states that 31 miles is too many miles to drive after the check engine light is engaged and have claimed that a section of the contract that states that if the oil warning light/gauge is on, then we must pull over immediately and shut the engine down. No report has shown that the oil light was on. They also claim that there was a lack of lubrication that caused the breakdown. We were unaware of the leak and provided proof that we had an oil change done on 12/07/23 by ************* that makes no mention of any leaks. Further, the inspection report provided by Axiom states that the inspector believes "this failure was not due to abuse or negligence". Axiom's denial letter is contrary to the evidence they provided. My attorney has attempted to communicate with Axiom, but has not received any response since their letter on 2/20/24, despite repeated attempts. I would like to avoid litigation and resolve this matter quickly. All we want is for Axiom to fulfill their end of the contract and immediately approve and cover the repair at *****************. Our vehicle has remained there since 1/17/24 inoperable and we are continuing to make loan payments. Relevant documents attached.

  

  Business response

  04/30/2024

  Hello,

   

  This consumer has attorney representation. Does the BBB have any protocols that we need to take in mind when responding? 

   

  Thank you,

  *****

  

  Business response

  05/01/2024

  Axiom has received your complaint regarding the denial of the claim on your 2018 **** Escape and the letters sent by your attorney. As a practice, Axiom does not communicate with customers once we have been notified of an attorneys involvement, but the BBB requires a response to all customer complaints. Please refer to the letter Axiom sent to your attorney as of February 20, 2024, regarding Axioms review of the claim history and your Contract.

  Customer response

  05/01/2024

  Complaint: 21620431
  
  I am rejecting this response because:
  
  You are refusing to address my complaint because you have been notified of an attorneys involvement. Then please respond to my attorneys letter dated March 15, 2024. 
  
  Sincerely,
  
  *************************

  Customer response

  08/13/2024

  08/13/2024 AB: 1st call placed to consumer.  Consumer stated that the business resolved their issue and to mark this complaint as resolved. 

• 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,
  
  ***** ******

*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. ↩