Complaints
Customer Complaints Summary
- 51 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/09/2025
Type: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.
Caltex is not a reputable business. Purchased a Caltex coating from ******** ****** ***** in October of 2024 on a ***** TX. A rock hit the windshield on Friday and I took a picture of the damage immediately. The vehicle was taken to the dealership 15 minutes after the rock hit the windshield.The dealership was extremely busy and I made arrangements for a loaner on Monday.The crack spread over the weekend. The vehicle was brought in on Monday morning for the appointment. On Wednesday the service writer called and stated that Caltex wont honor the warranty because it spread. The service writer of ******** ****** also stated they are wrong to deny the claim since I did everything required by the contract. I tried to resolve this issue with Caltex with no success. I dont believe that this will get resolved because they sell a product that does not work.Caltex is a dishonest company and the Attorney General of Texas needs to investigate them for fraud.
Business Response
Date: 01/20/2025
Unfortunately, we are unable to locate a claim with the information provided in this complaint. If you could please provide us with the *** or claim number, we can research your specific vehicle, claim, and warranty terms and conditions. You can email our Senior Director of Claims at ********************************** your *** or claim number.
Thank you,
The CalTex Team
Initial Complaint
Date:01/09/2025
Type: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 the windshield screen from this company. I had small windshield crack while driving which was small only one inch. It continue to grow bigger and due to cold weather, it continue to grow bigger to 5 inches. I filed the claim and no one responded until a week later. Rather than sending someone to take a look all they ask for a picture. I submitted the picture they declined automatically few days later without any explanation. Later the lady explained that since now the crack is 6 inch longer based on their picture evaluation (which is wrong) they will not entertain my request. They are just plain scammer who are there to rob people's money in daylight. Everyone should avoid this companyBusiness Response
Date: 02/06/2025
We are sorry to hear about your frustration. The product applied to your windshield at the time of purchase comes with a limited warranty. Unfortunately, the damage reported is out of scope of the terms and conditions.
We look forward to serving you in the future should you have coverable damages.
Thank you,
The CalTex Team
Initial Complaint
Date:12/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 7 year vehicle warranty and in 3.5 years have not had a claim. I filed a claim and they immediately denied it, will not return my calls, didnt speak to me about my issues, immediately denied. When I finally got ahold of them, they hung up on me and laughed at me. I want my money back and plan to get an attorney. They clearly will steal my money and then not accept a claim for damage that IS COVERED.Business Response
Date: 01/07/2025
We are sorry to hear about your experience, we have reviewed the claim and the phone calls associated with the claim. Unfortunately, our product warranty does not cover clear coat delamination nor missing leather both of which are visible in the attached photos that were uploaded when the claim was filed.
We look forward to serving Ms. ****** in the future should she have coverable damages.
Thank you,
The CalTex Team
Initial Complaint
Date:11/27/2024
Type: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 have a paint protection Warranty and they have denied my claim based on a photo I sent, I want an expert opinion and revisit this as I do not agree with this, The phone **** are not paint experts and simply deny A CLAIM BASED ON A EMAILED PHOTO. The **** are argumentive and rude, I just want what I paid for that's it!! I KNEW IT WAS GOING TO BE DENIED BEFORE THEY TOLD ME AS WHEN I PUT IN THE CLAIM SHE STARTED WITH ALL THE REASONS THEY WOULD NOT PAY A CLAIM IT IS OBVIOUS THEY NEVER WILLBusiness Response
Date: 12/03/2024
We are sorry to hear about Mr. ******* frustration. Unfortunately, the damage report on 11/25/2024 for Mr. ******* 2018 **** F-150 is not covered under this product warranty. Attached photo for review as missing clear coat and paint are a listed exclusion under section III of the terms and conditions.
We look forward to serving Mr. ****** in the future should he have coverable damages.
Thank you,
The CalTex Team
Customer Answer
Date: 12/03/2024
Complaint: 22609761
I am rejecting this response because:This is not an objective opinion and neither the Clear coat or paint and missing its surface dammage from environmental as outlined in the policy this is covered. Bird droppings. ***. I want an opinion from a paint shop
Regards,
******* *******Initial Complaint
Date:11/18/2024
Type: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 this product to protect my investment. Now they dont want to pay for percent damage to my leather seat. I would like to be refundedBusiness Response
Date: 12/03/2024
Unfortunately, the damage reported is a listed exclusion under this product warranty. Peeling of the leather is not covered.
We look forward to serving in the future should there be coverable damages.
Thank you,
The CalTex Team.
Initial Complaint
Date:11/11/2024
Type: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 purchase a protection package thru the dealer with ******* back in 12/27/2019 for a 5 years warranty wich is still active and according to the description of my damage i dont qualify for the claim , because the detail of the damage . when i bought that warranty i never received a warranty disclosure stating how big need to be the damage or how long you have to claim the proper damage. i just received a single papel from the dealer only with my personal information , customer number the detail of what include my package with out description and for how long i covered . thats it. today i called and toll me i dont qualify for the claim. so pretty much i give away $500 to that company. because they told me they dont do refund paid 500 and couldnt get the services.Business Response
Date: 12/03/2024
We apologize for Mr. ******** frustration. The product that was applied to the 2015 ******* ****** when purchased in December of 2019 came with a warranty. Unfortunately, the items report by Mr. ******** on 11/11/2024 are not covered as the warranty requires notification within 30 days of noticing the damage. Mr. ******** stated that he noticed the damages over a year ago.
We look forward to assisting Mr. ******** in the future should he have coverable damages.
Thank you,
The CalTex Team
Initial Complaint
Date:09/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a appearance protection plan for my 2017 porsche panamera though the dealership Motorcars of *******. I recently noticed that the leather on the top of my dashboard has begain to peel. The protection plan is supposed to be for leather/vinyl but I'm being told that my claim is being denied due to the part needing repair being rubber and the leather having foam under it. Does all leather not have a frame and foam under it? Whats under the seat leather? The part is in fact not plastic it is leather but I'm being denied due to who ever decided without any real verification that it's not leather which you can clearly see it is from the picture. This is yet another scam warranty company that takes your money and doesn't do any work. How can a leather protection plan not cover all of the leather in the interior? There are no conditions in the contract that disqualify my repair so I would like this work to be doneBusiness Response
Date: 10/07/2024
Our Senior Director of Claims has reviewed your claim. As per the attached photo, part of the dash has pulled away from the seam. This type of damage is not covered under this product warranty.
We look forward to serving you should you have covered damages.
Thank you,
The CalTex Team
Initial Complaint
Date:07/31/2024
Type: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.
In 2019 I purchased a seven-year car appearance warranty from ******** Today I found a few damaged items on the inside of my vehicle that are result from ultraviolet damage. I tried to make a claim on items covered. I was repeatedly told these items are not covered. Even though they clearly are in the terms of the warranty.Business Response
Date: 08/05/2024
We are sorry to hear about **************** frustration. Unfortunately, we were unable to cover the damage reported on **************** 2015 ***** for several reasons. Sticky and gummy dashboard and fraying of the sun visor are not a listed coverage. The cracking of the leather on the pillars were denied due to timeframe as our warranty requires notification within 30 days of noticing the damage.
We look forward to serving ************ in the future should he have coverable damage to report.
Thank you,
The CalTex Team
Initial Complaint
Date:07/05/2024
Type: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 ******* with purchase of new car. The other day, got a crack in the windshield and being denyed the warranty for product failure. The product is to protect your windshield but if the product fails and the damage exceeds 6 inches they will not repair / replace as their statement on the warranty on the website.Product Warranty If Windshield Sealant fails to perform as warranted, the damaged portion of the treated surface will be repaired or replaced.My understanding is the sealant it to keep chips / cracks repairable, which it did not due. The product failed, if it did not fail, I would not have a large crack in my windshield.The product failed and was denied the warranty. Due to the issue and laws, I cannot wait and must get it repaired ASAP. I tried to call and discuss with a supervisor / manager but they just placed me on hold for over 3 hours.Business Response
Date: 07/15/2024
We are sorry to hear about ********************** frustration. The claim was adjudicated as per the terms and conditions of the warranty whereas there is a size limit of 6 inches or less.
We look forward to serving ****************** in the future should she have coverable damages.
Thank you,
The CalTex Team
Initial Complaint
Date:07/02/2024
Type: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.
When I purchased my 2019 ram rebel - New - I purchased the Resistol product contract for 7 years, which is supposed to take care of the interior. my Driver's seat is starting to come apart in two areas and the company CALTEX says this is considered normal wear and tear and not covered... this is not what was sold in the beginning. They take your money and don't want to help - this is a scam...Business Response
Date: 07/22/2024
We apologize for ********************** experience. Our Senior Director of Claims has reviewed your clam and the photos your provided. We are pleased to inform you that we will be proceeding with your claim. A Claims Representative will be in contact to discuss next steps.
Thank you,
The CalTex Team
Customer Answer
Date: 07/25/2024
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.
Regards,
***********************
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