Complaints

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:09/30/2024

  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.

  When I bought my Mercedes CLG350E, I purchased a bumper-to-bumper warranty from ************************** that I have a problem, and the vehicle has been at the ******** dealership for over 2 weeks and the vehicle is not fixed yet and I cannot get AutoXcel to pay for the work nor do they reply to me or the dealership. This is very shady and not the service I paid for. I cannot get them to answer an email or talk to the dealership to approve the fix of my car starter. I paid for this service and need this paid so I can get my vehicle back that I make monthly payments on and cannot use.

  

  Business Response

  Date: 09/30/2024

  The customer purchased a used 2018 Mercedes on 2-8-2023.  The customer has made several previous claims.  Those claims include: a claim for drive axle, suspension and control arms and separately for intake manifold engine repair.  Those previous claims total $4,747.  The customer made a recent claim for an issue involving a starter motor.  ************ as it did with the previous claims, investigated the claim and authorized a repair under ******** guidelines for repair for $1,073.  The dealership sought an approximate $400 disagreeing with the ******** estimate related to the fact that the vehicle is a hybrid and that the dealer believed that more should be attributed to labor in relation to the difficulty.  There was some difficulty in having the service advisor and the claims representative together for discussion.  Once that occurred, an agreement was made as to time and the repair was authorized at a higher amount.  AutoXcel was in the process of ensuring repair when this BBB complaint arrived and the repair has, to our knowledge, taken place.  AutoXcel will have paid out $6225 in claims to date, considerably more than the cost of the contract to the consumer. 

• Initial Complaint

  Date:01/04/2024

  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.

  Took my Jaguar truck to ************************************ on 12.16.23 my service advisor there stated that a reservoir cap was causing issues with my truck, they called my extended warranty and my extended warranty stated they don't cover a reservoir cap and they denied the claim of my truck getting fixed. Took my truck to ************************* on 12.28.23 whom stated the radiator (covered under warranty) is causing the issue so two different shops are stating two different issues. However , they denied this claim as well because the guy from the claim department is stating the reservoir cap caused a bigger issue. How is this possible if I literally took my truck from one shop to another one within 2 weeks, not making sense. If the issue is covered under warranty why keep denying the claim, I paid my money on a extended warranty so in the event if my truck need to get fixed it will get fixed. I'm not paying for a warranty for the claims department to assume they know what's causing the issue with my truck.

  

  Business Response

  Date: 01/15/2024

  The customer presented a claim to ******************** in November and December 2023 for a cooling issue with her vehicle. 
  In making her first claim on this issue, the attending dealership Service Advisor described the failure as due to the failure of a non-covered part, the radiator cap.  Claimant was advised at that time that the part itself (unvented radiator cap) and damage stemming from that condition was not covered.  
  The customer explained that she bought the ******************** contract with a coolant problem preexisting.  A pre-existing problem and the non-covered part, unvented radiator cap would not be covered. 
  The customer then went to another dealership and made a claim that there was a blockage in the radiator of the vehicle.  AutoXcel sent a third party inspector to examine the vehicle and the claim made at that time.  The third party inspector confirmed an internal blockage in the radiator.AutoXcel then covered that circumstance resulting in the replacement of the radiator.  AutoXcel believes that the customer's claims have been resolved.

  Customer Answer

  Date: 01/15/2024

   
  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:11/09/2023

  Type:Customer Service 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.

  Purchased a rim and tire protection plan through *** in July 2022. Was told any and all issues arising from rim or tire damage would be covered by this plan. In June of 2023 my front passenger side rim cracked and tire was on 0 PSI. Took vehicle to ***, they repaired and returned the vehicle shortly after. In August 2023, I got in my car with 0 PSI and the same rim / wheel was cracked. Took it to *** and requested a new rim to make sure myself and my wife were safe driving the vehicle since the same issue happened 2 months prior. *** requested Autoxcel replace the rim and they were denied. Autoxcel claimed the rim was not damaged beyond repair. For days we went back and forth with Autoxcel asking them to do the right thing. They still refused and claimed the rim was repairable and I would have no further issues. Against my wishes and better judgement I took the repaired car back from ***. Last week, I got into my car to to work and again- 0 PSI ON THE SAME TIRE. This leads me to believe that clearly the rim is faulty and beyond repair after 3 flats in 6 months. My car has been with *** for a week now because Autoxcel will not replace the rim yet again and I do not feel comfortable driving on that rim. Autoxcel will not work with *** to replace the rim and do the right thing. I do not feel safe driving a vehicle with a faulty rim / tire that can lead to a serious accident. I am not sure why Autoxcel is REFUSING to adhere to their contract and do right by a consumer. This is the third time in 6 months that my car is in service due to the exact same issue repeatedly happening. Time taken out of my life and missing time at work due to these issues along with spending money on Ubers if a loaner is not available through my dealership because they will not replace the rim. Autoxcels bottom line is profit not customer safety or satisfaction.

  

  Business Response

  Date: 02/16/2025

  AutoXcel attempted to respond to this claim in 2023 but was unable to do so as it was deemed closed.  AutoXcel states the the company does not neglect customers.  Although, at the time, the customer felt that the contract warranted a new wheel, that was not the situation with that driver's side wheel.  That claim, made in August of 2023 was the 2nd claim out of now a total of nine claims made by this customer.  Despite the statement made at the time by the customer, that ********************* bottom line was profit, AutoXcel has consistently handled the various claims for the customer over the last two years.  The sum paid out by AutoXcel covering claims actually is more than 3 times the consumers cost of the contract. 
  

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 Ram 1500 Limited with 61k. A month after I purchased I could hear what sounded like a manifold leak. The power folding mirrors didn't fold in correctly either. I left my vehicle at Community Motors in Hammond, Louisiana to be repaired. I purchased an AutoExcel extended warranty for the truck because things break that are made by humans. The warranty refused to repair either problem. After all I purchased the warranty to repair problems. When I called to ask why they refused to repair. The warranty company just said the adjuster noted it must have happened before you purchased the vehicle. That was it. End of story. I paid a lot of money for a extended warranty and I expect the warranty to pay for this. Otherwise I should have not bought it and paid for it myself. Please assist me. All I want is help resolving my issue. I had to pay for the manifolds myself. I couldn't afford mirrors

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/15) */ This customer bought a Used 2019 Ram 1500 on 6-25-22. The contract defines a Mechanical Breakdown as when a covered part has failed when it can no longer perform the function for which it was designed solely because of its condition and not because of action or inaction of any non-covered parts. In bold it states, it does not include gradual reduction in operating performance due to wear and tear. The customer, according to CarFax, took the vehicle to a dealership service department on 7-13-22, 18 days after purchase. On 7-25-22, the customer wrote on the dealership's papers that there was an exhaust leak and the passenger mirror clicked. An inspector was sent to the dealership, Community Motors, and there was no evidence of any crack in the manifolds nor was there evidence of an exhaust leak. The passenger side mirror did not work, but clicked. No proof was provided by the service department that there was an exhaust leak or a point of failure. No manifold crack, no loose manifold bolt or gasket instability was proven or shown to the inspector. There is a provision regarding excluding preexisting damage, which certainly applied to both items claimed - exhaust and mirror. The claim was denied. The customer did not contact further to assert that the items were not preexisting in some way. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Community Motors service rep told me the inspector just looked at the truck and made a determination without speaking to the mechanic performing the work. It's common knowledge that metal expands and contracts when heated and/or cooled. No one said the manifolds were cracked. As a customer the technician and service dept acknowledged my concern that the leak or leaks of air heard when starting the vehicle when cold was obvious. Now that I the customer paid out of my own pocket to fix the truck. The problem is fixed. No longer is there a leak. Strange right!!!! It doesn't matter if it was 18 days or 2 years after the purchase. I just bought a truck. Things break. That's why I purchased the extended warranty. How would they feel if they were in my shoes. I did call The extended warranty company after the decline in repair to ask . Why!! They said there was nothing they could do the adjuster had spoken and his determination is FINAL. So there is no way for the customer to dispute this accept through BBB. I'm not trying to get over on anyone. Just trying to get my $47000 truck repaired with a extended warranty that I paid good money for. Business Response /* (4000, 9, 2022/08/31) */ We contacted the vehicle Seller for the customer. It is our understanding that the Seller made remedy to the consumer. We spoke with the customer and he confirmed that the matter had been handled to his satisfaction. Consumer Response /* (2000, 11, 2022/09/08) */ Good morning. My name is ***** *******. I submitted a complaint a few weeks ago. I am pleased that my issues were resolved and the outcome was positive. Thank you for assisting me. Sincerely ***** *******