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: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.

  On February 24th 2025 I purchased an autel ****** from *******I registered my product for warranty on the day I received it. On April 15 I attempted to power on the device, with no luck, when connecting the charger it has no signs of life.I called the autel support number listed on my warranty card.After waiting 1.5 hours on hold the representative told me this this model is for the Australian market and any warranty repairs would be *********** where on any of the documentation or sales listings does it say anything about specific markets, much less about the warranty only applying to specific markets. Its an autel product, under warranty and should be repaired regardless of market. How would any consumer even know that?They refused to offer any additional assistance for a product they manufactured.

  Business Response

  Date: 04/15/2025

  Hi *****,

   

   Its Ersin from Autel. So just wanted to go over what we spoke about. So the info you recieved was incorrect. The tech you spoke to was correct on the tool being a global market tool. We could have created a warranty and had the tool come in. Some tools that are sold on multiple markets do have to get a transfer fee he mentioned. Your model would have been excluded because its only a global tool. We dont have that model here in the **. All fees would have been waved. Only if their was physical damage then there may have been a deductable. You were still in a warranty with Autel until 02/26/2026. When I spoke to you, you mentioned that ****** was going to take care of you. Im sorry for the inconvenience you had. I did give you my email, so if you have any issues in the future please feel free to contact me. Have a great day *****!

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:

  I greatly appreciate your assistance in this matter. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  
  Sincerely,
  
  ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  Autel has been conducting bait and switch tactics with their diagnostic tools. I had purchased their MS906BT version and was supposed to operate and function even if you elected to not to renew your subscription. Now that they remotely executed a firmware/software update that totally bricked the device from ever detecting another vehicle. Within the software tool application, all the vehicles have been deleted so that the tool can no longer detect vehicle information and spit out that all cars are not supported. Not only did they do that, they also had removed the **** feature which I purchased this device specifically for that and made my tool more useless. The first removed the **** feature without notice, and then they bricked the device entirely. I can no longer use this expensive paper weight. I will be reporting this to the ************************ to have this further looked into.

  Business Response

  Date: 04/10/2025

  Out technical support staff reached out to the customer and the following is an outline of the conversation with the customer: 

  
  "Today, during my conversation with *****, we discussed how vehicles from 2016 and newer now require connections such as Wi-Fi or active server connections to unlock gateways for accessing various features. This practice is becoming standard among many automotive manufacturers and is necessary for performing any type of diagnostic work.
  
  ***** expressed concerns that we may have remotely accessed his tool without his consent and altered all of his software and information, which should only be possible with his approval. After our discussion, we concluded that the tool had been reset, a process that ***** confirmed he performed himself and can only initiate on the unit.
  
  To assist him, we offered a no cost two-day subscription to allow him to complete the necessary software updates and retrieve the latest software for the unit. However, ***** was dissatisfied with this solution and still believes that his unit has been compromised and that we are not providing adequate support."     Unfortunately, we could not resolve the customer's issue to his satisfaction. However, we are confident that we provided courteous and efficient customer service and offered a more than fair resolution.

• Initial Complaint

  Date:03/12/2025

  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 bought a MaxiCom MK808 5 years ago. I purchased a renewal subscription 1/4/24. Recently trying to use the scanner, it would not function after doing normal updates and kept giving me error messages that I needed to renew my subscription.This device is still supposed to function without renewing a subscription but may not perform ALL of the functions without updating.I do not renew every year and this has not been a problem before. However, I was not able to use ANY functions as I could'nt get past the first error message.I did a factory reset and now autel is telling me that I can't use the device at all unless I buy a new subscription, stating "it is the same thing if you factory reset your phone, you lose all your data".I am okay losing all my data on the device but I should still be able to use the device even if used in older vehicles.The representative said there's nothing that can be done unless I buy a new subscription. I am expecting autel to at least get my device to work up to my last purchased subscription, without having to purchase a new one.

  Business Response

  Date: 03/12/2025

  Tech support staff reached out to user and gave him a ***** subscription by which he can update his tablet to latest software. Customer express gratitude for resolution. He was also given Tech Support lead's email for continued support.

• Initial Complaint

  Date:02/24/2025

  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 an automotive tool: Autel TS401 MaxiTPMS TPMS Activation Tool. It was supposed to have lifetime support/update. The model was discontinued a short time after purchase (I used it once). Product support is not listed on their webpage. Subsequently I contacted their customer support (twice before receiving a response). I was provided a link for a product data base update. After uploading it the device is prompting me for a software upgrade. The device is unusable until I do so and Autel has ignored ALL further inquiries. I desire the unit to be replaced with a current model for which support is more readily available.

  Business Response

  Date: 02/26/2025

  The customer was contacted about his tool and offered a free more advanced TPMS tool.than he currently owns.He accepted that offer and the product has been shipped to him. He was also instructed that if he difficulty updating that tool that he can contact our support desk via our toll free 800 number. 

  Customer Answer

  Date: 02/27/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an autel scan tool.Forgot my screen lock password. Contacted customer service. They said I need to send it in, in order to reset device.I paid for shipping to send scan tool to be reset because they said it was still under warranty.When they received tool. I was contacted by phone but was unable to answer at the time. I return the call and I was told there was a $500 fee to reset because tool was bought from *******I decline service because $500 just to reset a screen password is ridiculous. I notified them password was found and requested my device to be returned.Received device back and now my device does not turn on. They claim that device went black when attempting to flash. Then they replaced the screen trying to fix it but did not work. And a $500 fee will be applied if I want an exchange.First off I did not authorize it to be flashed because there was a fee.Then the screen was replaced without notification or approval. When I sent device in. It was functioning and now that I received it back it does not even turn on. I cant even put screen lock password anymore.

  Business Response

  Date: 12/13/2024

   The customer was contacted and the ***/Repair manager apologized to the customer for the mishandling of the servicing of his tool. The customer was sent a pre-paid shipping label for him to send in his tool which will be repaired/serviced and shipped back to him. The customer accepted this resolution.

• Initial Complaint

  Date:03/13/2024

  Type:Delivery 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.

  They said they delivered it to my house when they didn't I did not receive my order.

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and I’m truly sorry to hear that you’ve been having a difficult time with your tool.
  If you’d be open to it, please let me know the best time for a quick call. I’d be more than happy to have someone from our team reach out to you directly to address your concerns and find a resolution.
  Thank you again for giving us the opportunity to make things right. I look forward to your reply.

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received the scan tool yet
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/21/2025

  Hi *****,
  It was a pleasure speaking with you earlier. Im sorry to hear about the trouble with the tablet you havent receivedI can imagine how frustrating that must be.
  As I mentioned during our call, we dont sell directly to customers through our website. Instead, we work exclusively with distributors and vendors who handle sales on our behalf. Because of this, its likely that the issue will need to be addressed directly with the vendor from whom the purchase was made.
  If youre able to provide an invoice or receipt, Id be more than happy to help track down the vendor and assist you further in resolving this.
  Please dont hesitate to reach out with that information or if you have any other questions. Wishing you a great day ahead!
  Warm regards,

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

   Autel US

• Initial Complaint

  Date:12/18/2023

  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.

  Contacted them through email regarding an issue with the screen on my scan tool. They had me send them my serial number. After providing my serial number they gave me an rga # and told me to send the unit in for repair. Only after I checked the rga paperwork saying that it was under warranty did I send the unit in. I paid to have it shipped through **** A week later they ask for my password. That same day they update the rga saying that the screen does indeed have dead spots. They then say that they need to test my battery which has never been an issue. Within 4 hours they conclude that my battery is bad and that the entire unit needs replaced. I contact them and am informed that I would need to pay 495 to upgrade the software on my device as well as a 200 dollar fee to upgrade my device. They proceeded to tell me that my device was obsolete and that they were unable to repair it. My argument was that it stated it was under warranty and that I would be having my unit repaired and sent back. They continued to argue that it was not under warranty and I told them that I have where it states it is under warranty on my rga. Luckily I screen shot everything because after I had told them that they were doing bad business and to return my scan tool and that it better be without any damage to me they went in and changed the rga to no on the under warranty. My concern now is that they have done damage to my device. If they haven't then they are be untruthful about the issues so that consumers are forced to upgrade. I feel as if I was trapped. They knew before I sent it in that at bare minimum they were going to be able to get 200 dollars out of me for an upgrade because they no longer serviced that model.

  Business Response

  Date: 04/11/2025

  Hello ******, 

   

  Im sorry to hear about the experiecne you had with your Autel tablet. Do you currently still own it? Is this the correct serial number ************? From what i could pull up, It looks like at the time of repair the tech found the battery had issues also. The tool actually shows in the settings if the drainage of the battery is normal. Once the tools come in, the technicians test the tools to make sure theres no other issues. Looks like you requested the tool back as is. Please let me know if you still use the tool. Ill try to see if theres anything i can help you with. 

   

   

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do still own the device and I repaired it myself. I was told it would be repaired under warranty and when I paid to have it shipped to you to have the screen repaired under warranty you told me that it was no longer serviceable and that I would have to pay several hundreds of dollars for me to exchange it. Totally misleading and horrible way to run a business. There was never a charging issue. 

  ****** ********
  
  
  
  
   
  

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

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

  That is my information. I will accept the replacement of my tool for the upgraded tool with the 1 year membership for 200 dollars as a resolution. Once we get things completed I will close out the case as resolved. Thank you.

   

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

  Business Response

  Date: 04/21/2025

  Im going to add the annual subscription onto you tool for you, so it puts you back under warranty. This is your new warranty claim number with us. i will be emailing you a shipping lable to you eamil to send in the tablet. So As i explained before, you will recieve a call from the warranty team. They will collect a payment of $200 from you over the phone. Then you will be a getting a new MS906PRO, with a year of updates and warranty. 

• Initial Complaint

  Date:11/20/2023

  Type:Delivery 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.

  date of transaction was approximately september, 2023

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and I’m truly sorry to hear that you’ve been having a difficult time with your tool.
  If you’d be open to it, please let me know the best time for a quick call. I’d be more than happy to have someone from our team reach out to you directly to address your concerns and find a resolution.
  Thank you again for giving us the opportunity to make things right. I look forward to your reply.

• Initial Complaint

  Date:09/17/2023

  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 bought an AUTEL MAXISYS 919 right away the thing had issues so I called tech support. when on trh4e phone with tech support I was told to send unit back and they asked what I used it for. I explained the scope and modual programming. I was told I bought the wrong scanner I should get the IM608. I had an hour long chat and told the Autel worker what I mainly do and he said get the im608. I asked a few times this is afterr covid im on tyhe last few dollars I have and was trying to get something that can make me money. out of 15 cars I was able to program 0, i was able to make a key fopr a new jeep thats all this has done and when i call tech support they say you bought the wrong scanner. i acually got a call from autel and they did send me the upgraded vci but say they do no programing evven though there info on tools say they do. I am going out of buisness I dont have a scope which I really needed I fig program a few cars then buy one. I lost a few customers for falsly advertixzing and they are right. beware these scanners are great if you do 2014 And older cars which I really dont. and the kicker the ultra which I got another shop to buy did program 3 cars. I have gotten 4 scanners sold 1 im608 1 maxi 919 and 2 ultras go figure

  Customer Answer

  Date: 10/12/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They are trying I will give them that they sent me the updated vci but it still dosnt solve my problem I was  advertising pcm programing around $250 but every car I couldnt and tech support would say the Ultra can do that.  I had to pay to program these models coasting 250-1300$ and eat the diffrence.  I lost a big end of diag becasue I gave up scope with hopes of doing a few programs and buying one.  I dont want anything for free I will figure out how to come up with diffrence if they just swap out scanners I know the ultra is more and I will cone up with money thats not on them but im just asking for them to accept that I am an only father with 2 young teens and I dont have the tools I need to  succeed either way I cant program and im limited to diag without scope.  I had a friend lend me an external autel scope to try on the in608 and it was horrible.  I want to make it clear to this company I talked ***** into going with your systems when 33 stores they were gonna go with ez system then I talked them out of snap on to get maxitpms I tried for higher but ***** spends 1000's in valves.  I got knites auto to buy an ultra when I worked there, I went on my own jan 2020 then Covid so I borrowed the money to buy the scanner because very few people offered that level of diag and I still tell people to buy Autel.  I just cant find someone to talk to when I call 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and Im truly sorry to hear that youve been having a difficult time with your tool.
  If youd be open to it, please let me know the best time for a quick call. Id be more than happy to have someone from our team reach out to you directly to address your concerns and find a resolution.
  Thank you again for giving us the opportunity to make things right. I look forward to your reply.

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising 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 level 2 plug in car charger December 2022 with a "3 year warranty". The charger was not functioning properly and would shut off, leaving me without a full charge. I tried to contact Autel but they were of no help. I had to purchase a new charger and have it hardwired. When I contacted them again they said they would need me to have their charger installed to trouble shoot, which is now not an option since I had to have a reliable charger hardwired in lieu of the outlet. They refused to honor their warranty without me spending 100s to have it installed for "troubleshooting".

  Customer Answer

  Date: 08/21/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  They want to send back my defective wall charger and send me another of theirs. But I have already had another brand and hardwired because the Autel was faulty and was unable to charge my vehicle at home as advertised. Sending me another Autel would be useless and would not resolve the issue. 

   

   

  Sincerely,

  ***** 

  Business Response

  Date: 04/11/2025

  Good afternoon *** **************** very sorry to hear that youve experienced an issue with your Autel charger.
  Normally, when a charger isnt functioning as expected, we walk our customers through a few troubleshooting steps to identify and resolve the issue as quickly as possible. We understand how essential it is to have a reliable charger, and our team always works swiftly to ensure any disruption is minimized.
  That said, we want to make this as smooth as possible for you. To address your concern quickly, were happy to forgo the troubleshooting process and move forward with sending you a replacement unit under warranty.
  All well need is the return of the defective charger. When you have a moment, please confirm whether you still have the unit on hand, and well begin processing the replacement immediately.
  Thank you again for bringing this to our attention, and we appreciate your patience.

  Customer Answer

  Date: 04/14/2025

  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 and the matter has been resolved.
  

  However, it has been nearly a year since I submitted this complaint and I have since disposed of the faulty charger. 

  
  Sincerely,
  
  ***** *****