Complaints

This profile includes complaints for Axiom Product Administration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Axiom Product Administration

  1 Progress Point Pkwy Ste 101 O Fallon, MO 63368-2212

  
• 

  Axiom Product Administration

  8651 Highway N Ste 201 Lake St Louis, MO 63367-4054

  

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:08/29/2025

  Type:Order 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.

  The business is refusing to pay a claim that is covered by the warranty I purchased from them. They are supposed to reimburse me for the cost of a rental car that I had to pay while my vehicle was being repaired up to an amount of $250. I have provided them with proof of the rental and costs with the invoice provided to me from the rental car company. The problem is the claim adjustor continues to deny the claim and asks for excessive unnecessary paperwork to be sent in before they can approve the claim. I feel the company is acting out of bad faith and is purposefully using unreasonable tactics to deny my valid claim.

  

  Business Response

  Date: 09/05/2025

  Thank you for sharing your concern.  Axiom received the rental vehicle receipt on August 20, 2025, to begin processing.  The reimbursement check for the rental vehicle was mailed to the consumer on September 2, 2025.

• Initial Complaint

  Date:07/15/2025

  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.

  On Dec 16, 2024 I purchased the Axiom extended warranty with my car. I needed to use the warranty recently. I dropped my car off on 5.19.25 it took Axiom 5 days to look at my car. I get an estimate I need an engine. Tow to second dealership, Axiom was contacted by second dealership. It took Axiom 3 days before they send adjuster out. I call on June 27, 2025 to cancel my extended warranty because their service is TERRIBLE. I received paperwork from Axiom to cancel. Drove to dealership had them fill out and email requested documents on June 30, 2025. I was told wait 10 to 14 days. I call Axiom on July 14, 2025, they have no record of the paperwork. I resend documents via email and fax July 15, 2025. Now Axiom is telling me it'll be another 3-4 weeks before they process my request. The worst part is I paid cash for my car and they are sending the refund to the dealership when they finally get around to processing my refund request. When I cancelled on June 27, 2025 my refund amount was $1369.00. They keep it open and the refund keeps going down. Bad business. I paid for the car and the extended warranty in a timely manner. I want my refund returned to me in a timely manner not the dealership.

  

  Business Response

  Date: 07/22/2025

  Axiom has received your complaint regarding the cancellation of your *************** Contract on your 2014 **** Escape. 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. ********************** received the cancellation paperwork on July 15, 2025 and processed and mailed Axioms portion of the refund to **** of Colombus on July 17, 2025 via **** tracking number ********************** to combine with their portion of the refund and issue you the full refund.

• Initial Complaint

  Date:05/21/2025

  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 am filing this complaint as a customer of ********************** *********************** under their ************************ Contract. My vehicle has now been out of service for nearly a month, and despite numerous follow-ups, the issue remains unresolved. The delay is due to Axiom providing a defective replacement part, and I have been told the matter is still pending resolution with their vendor.This situation has caused a significant financial hardship. Ive missed several days of work and have had to rely on others for transportation. Ive also incurred substantial out-of-pocket expenses for rental vehicles, far beyond the 5-day, $50-per-day limit Axiom offers for reimbursementan amount that is grossly insufficient for a delay of this length.Worse, there has been a complete lack of support when Ive attempted to escalate the issue. I have asked multiple times to speak with a supervisor and have been repeatedly told that none are available or that someone would return my call, which never happens. To date, no one at Axiom has been able to provide a direct answer regarding rental reimbursement or a clear repair timeline.This level of service is completely unacceptable, particularly under their highest-tier coverage. I purchased the Platinum plan with the expectation of timely, professional service, but have instead been met with delays, vague responses, and no resolution in ******** addition to full reimbursement for rental expenses, I am also requesting reasonable compensation for the financial hardship and missed income caused by the extended delay, which is the direct result of Axioms vendor issue and service delay.

  

  Business Response

  Date: 05/28/2025

  Thank you for sharing your experience. Your claim was initiated on April 28, 2025, for a rear differential.  On or about April 30, 2025, an independent third-party inspector verified the failed rear differential.  On May 5, 2025, Axiom approved the rear differential repair and ordered a *** part to be sent to the service center.Unfortunately, there was a shipping delay.  On or about May 16, 2025, the *** part was installed. Unfortunately, the replacement part was determined to be faulty. Axiom was able to source another *** rear differential; however, the part would be delayed due to the upcoming holiday weekend. To avoid further delays, on May 21, 2025, Axiom authorized the installation of the remanufactured OEM part that the service center had in stock. Axiom kindly requests you submit any documentation you have for your out-of-pocket rental / transportation expenses because of this claim for further review. 

• Initial Complaint

  Date:05/14/2025

  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 purchased GAP Insurance from this company for my ************* car which was involved in an accident and considered a total loss. Fine. I submitted the claim to AXIOM with the purchase agreement, the policy and the total miles to cancel the contracts. The supposed reference number was given BATBR8F00223499 and 3 years later still nothing paid on the claim. This car is now showing up as a REPOSSESSION on my credit report. I have attached the ONGOING CLASS ACTION LAWSUIT AGAINST THIS COMPANY FOR UNPAID CLAIMS. I have given this #: ************ which is a HOME HEALTH SERVICE, NOT AXIOM.Please do something about this or I would like this vehicle removed from my credit.

  

  Business Response

  Date: 05/20/2025

  Axiom has received your complaint regarding your Guaranteed Asset Protection contract (***). When you purchased your vehicle, you also purchased four (4) additional products. Two (2) of the four (4) products are administered by Axiom, *** and a *************** Contract. The remaining two (2) products are not administered by Axiom,a Maintenance Program and Theft Protection (the Products). Your loan with the lien holder totaled the sum of the vehicle purchase price, ***, *************** Contract, Maintenance Program and the Theft Protection. When you filed the *** claim with Axiom, shortly after, you also requested your *************** Contract be cancelled, for which Axiom requested you complete a cancellation request form. For Axiom to calculate the *** claim and issue payment to the lien holder Axiom needed to know the refund amounts for the two Products not administered by Axiom as only amounts financed for the purchase of your Vehicle are eligible for waiver under your Gap contract.
  

  Axiom received your incomplete cancellation request on or about November 9, 2020 for a date of loss on October 8, 2020. Axiom contacted the lien holder on or about November 9, 2020 for the vehicle payoff amount, police report,declarations page and refund amounts from the dealer for the Maintenance Program and Theft Protection. On or about, December 16, 2020, Axiom received the payoff amount from the lien holder. On January 22, 2021, Axiom reached out to the lien holder to obtain the remaining documents needed to process the claim. On or about February 8th and 9th, 2021, Axiom again advised the lien holder of the documentation needed to process the claim. On or about March 18, 2021, Axiom advised Mr. ******* that there is additional documentation needed to process the claim. On or about September 27, 2021, Axiom spoke with Mr. ******* and advised verbally and via e-mail of the additional documentation needed. On or about September 28, 2021, Axiom responded to Mr. **************** regarding the documentation required. On or about September 29, 2021,Axiom advised Mr. ******* of what documents had been received and what documents were still needed, including the declaration page for the correct vehicle and the refund amounts for the non-Axiom Products. On or about October 7, 2021, Axiom responded to Mr. ******* correspondence advising we received the declaration page and still needed the refund amounts for the non-Axiom Products.On or about October 22, 2021, Axiom spoke with Mr. ******* and advised that Axiom needed the refund amounts for the non-Axiom Products to proceed with the claim. On or about October 25, 2021, Axiom contacted Mr. ******* and advised of the receipt of duplicate documents and further advised that Axiom needed the amount of the non-Axiom Product refunds, to which Mr. ******* emailed the selling dealer to obtain and ccd Axiom. On or about December 13, 2021, Axiom reviewed the claim with Mr. ******* and advised that Axiom needed the cancellation request showing the date, mileage and the refund amounts for the non-Axiom ************************** short, despite numerous attempts to obtain the documentation required, Axiom never received the documentation necessary to process the claim.
  

  Under Qualifying Loss Procedure on page 2 of your contract, it says that you must notify and provide the documentation listed within one hundred eighty (180) days from the Settlement Date or no amount will be paid. In the interest of Mr. ******** Axiom kept the claim open for five hundred and twenty days (520) to try and obtain the necessary documentation to process the *** claim. On or about April 13, 2022, Axiom closed the claim for failure to receive the required documentation needed to process the claim.  

  
  

• 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.

  I purchased Axiom's Platinum Coverage Level vehicle service contract on 04/26/2023. The contract has an expiration date of 04/26/2025 and covers the vehicle until ******* miles. I took my vehicle in for service on 04/15/2025 at ******* miles. Upon inspection it was noted that the vehicle had an engine oil leak from the valve gasket and that the valve cover gaskets would need to be replaced. Axiom denied the claim saying that under the Platinum Coverage Level, coverage for seals and gaskets is included only in conjunction with a covered service and cannot be the cause of the breakdown. Upon speaking to claims representatives at Axiom they informed me that while the lower and cheaper coverage levels do cover the repairs for valve gasket breakdowns as a stand alone issue, their top Platinum Coverage Level does not.The verbiage in the contract is extremely ambiguous. On the most basic "Bronze Coverage Level" it states that all internally lubricated parts for gasoline engines including valves, valve covers and gaskets are covered without any disclaimer saying that the "coverage for seals and gaskets is included only in conjunction with a covered service and cannot be the cause of the breakdown". The Platinum Coverage Level then goes on to state that it includes all of the items covered in the lover coverage levels. So how is something that is covered in the lower coverage levels now being excluded from coverage in the higher Platinum coverage level, when the Platinum Coverage Level clearly states that it includes coverage for all of the items in the lower coverage levels?

  

  Business Response

  Date: 04/23/2025

  Thank you for your complaint and the opportunity to review your claim denial. Upon re-evaluation, Axiom has approved your claim and has been in contact with you regarding reimbursement. We are happy we were able to come to a successful resolution. 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/25/2025

  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 signed a contract with this business regarding GAP insurance. When my vehicle was totaled by another driver, and it came time for Axiom to pay the balance owed, they have LIED and manipulated their way through trying to avoid holding up their end of the contract. 11/17/24 - Car was totaled. 12/2/25 - Advised Axiom of upcoming claim. Received list of documentation needed. 1/10/25-Primary insurance paid their portion of the balance. 1/13/25-All required documentation was sent to Axiom. 1/24/25- Received notification from Axiom regarding payoff amount. 1/28/25 - Spoke with representative regarding the amount (being incorrect) and was told it was correct and the check had been sent on 1/24. 1/28/25-Spoke with additional representative and told the check was sent on 1/24 and to allow up to 10 business days for the check to process. 2/10 - Still no check received. Received an email (after calling), that the payment would be processed that week. 2/17 - Was told the check was sent on 2/13. 2/28 - Was told the check was sent on 2/13 and to allow time for US mail and the bank to process. 3/3 - Contacted the bank and was told they still had not received the check and it will likely need re-issued. 3/4 - Was told the check had been sent but no further information available. 3/5 - Was told the check was sent to the bank PO box and to allow a couple more days. 3/6 - 3 weeks since "check was sent". 6 weeks since told the first time. Balance still not paid. 3/12 - Requested check be re-issued with tracking number. 3/17 - Advised a request for re-issuance was submitted and that it could take 4-6 weeks. 3/19 - Advised the check would be sent the next day. Tracking number provided. 3/21 - **** Tracking says "Shipping label created. **** awaiting item". 3/24 - Axiom says the check was sent on 3/19. **** still says awaiting item. Throughout this entire time I have been making a car payment on a car I do not have. They refused to pay the full amount and now are dodging paying any.

  

  Business Response

  Date: 04/01/2025

  Thank you for your correspondence.  Since your correspondence, Axiom overnighted payment in the amount of $14,449.37 to ****************************** via ****** tracking number 880126399462.  The check was cashed by ****************************** on March 31, 2025. We apologize for the delays experienced with this payment and are happy we were able to resolve.  

• Initial Complaint

  Date:02/20/2025

  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.

  Vehicle was dropped off for repairs 11/20/24. We paid ******** in warranty costs when we bought it. Contract attached is for replacing transmission and engine if something goes wrong. Company already stated to dealership that both need to be replaced. After 3 months of jerking us around trying to find excuses to not pay the claim they are now saying they are going to install an old engine and transmission that had the same number of miles as when we brought it in. Basically saying they are not going to honor the warranty we paid for. We have been without this vehicle for 3 months and still don't have our engine or transmission replaced. This is looking like a scam company since we paid them and we are not going to get what we paid for. There is no point in buying a warranty on a vehicle if people have to go through this. 3 months of dealing with the stress of going back and forth with this company has caused us mental pain and suffering. We need a resolution now.

  

  Business Response

  Date: 02/26/2025

  Axiom is in receipt of your complaint. On or about December 2, 2024,Axiom received a call from *** ***** **** to start a claim for the 2018 **** F150 Supercrew (Vehicle) with a reported loss date of November 20, 2024;however, they did not yet have a complete diagnosis or estimate.  *** ***** **** called Axiom back on or about December 16, 2024 with a diagnosis and estimate to replace the engine,transmission, turbos, and repair the sunroof. An independent third-party inspection was scheduled and took place on December 18, 2024. Axiom requested customers maintenance records on December 19, 2024 from **********************. The maintenance records were provided to Axiom on December 26, 2024. On December 30, 2024, Axiom advised ***************** **** that the customer would need to approve teardown to the points of failure. On January 15, 2025, *** ***** **** provided photos of teardown showing the inside of the transmission pan. Between January 15, 2025 and February 4, 2025, *** ***** **** and Axiom worked together to obtain the necessary information to schedule a second inspection, which took place on February 10, 2025.
  

  The claim was authorized to replace the engine with a Like-Kind-Quality (***) engine with ****** miles and twelve (12) month parts and labor warranty, replace the transmission with an *** transmission with ****** miles and a twelve (12) month parts and labor warranty, and repair the sunroof. *** ***** **** was unable to demonstrate a failure to the turbos, resulting in this portion of the claim being denied until a failure could be demonstrated. Of note, the loss odometer of customers Vehicle was *******. The *** parts Axiom offered per Section A (Definitions) of the Contract (attached hereto and incorporated by reference) has less miles than customers Vehicle.

  On or about February 20, 2024, *** ***** **** advised Axiom that they have a policy to not accept outside parts and the customer does not want to pay the difference between the *** ***** ****s parts  and what Axiom is offering. In an effort to assist the customer, ********************** contacted ********************** on February 21, 2025 and offered to cover the price of *********************** transmission, which has a better warranty, and send the *** engine, which has a better warranty than the one offered by *** ***** ****. *** ***** **** refused the *** engine and advised the customer would be calling to discuss the options.

  Due to the dollar amount of this claim, Section G(2) (Limits of Liability)of the contract will need to be taken into consideration. The contracts total Limit of Liability is $26,650.00. 
  
  As of February 26, 2025, Axiom has not received a call from the customer. ********************** is willing to approve the *** ***** **** transmission, due to the better warranty coverage, and Axiom is willing to send an *** engine or contribute the amount of the *** engine toward the repair, to keep the customers cost down and provide as much assistance as possible. Axiom is also willing to discuss covering the teardown time of approximately eight (8) hours. 

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Order 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 purchased an extended warranty from this company. I paid all my payments on time. when I had a problem with my engine they only paid $8075 on a bill of $11,000 dollars. I had to pay almost $3,000 dollars out of my pocket. Why did I have insurance and still had to pay. They claimed that my policy only covered that amount based on the ** ****** Trade in Value. If that's the case why didn't they sell me a policy for the value of the car? instead I paid for a $15,000 valued policy.I had rental coverage, they did not honor it. my car sat for almost 7 weeks while they disputed with the repair shop about coverage.They made me pay for the repair shop fees for something called a TEAR DOWN. That means I had to pay to explain why my engine failed. I was inconvenienced and treated unfairly with no communication from them. I had to do all the calling all the time and was placed on hold for hours. this was very stressful for me. I am 68 years old and live alone with no transportation for 7 weeks.I tried reaching out to them on my own to resolve this issue or at least get some of my money back. I spoke with managers and they refused to work with me in the matter. Please help me resolve this issue, I'm paying this bill on a credit card monthly that I don't have. I live on a *** once a month check.

  

  Business Response

  Date: 02/11/2025

  To Whom It May Concern:

  I would like to sincerely apologize for the inconvenience and frustration youve experienced. After reviewing the details of your situation, I can see that there are still open claims. I would strongly recommend reaching out directly to the administrator of the policy. They can provide further clarification on the specifics of the coverage and assist in resolving any discrepancies. Once again, I apologize for the stress and inconvenience you've faced. Please reach out to our customer service at ************ if you have any further questions.

  Customer Answer

  Date: 02/18/2025

  I am the administrator of the policy, ******* *******.  

  

  Business Response

  Date: 03/04/2025

  Thank you for your correspondence regarding the claim for engine replacement on your 2016 ******************************** Autosport Columbus (Repair Facility) called in a claim on or about September 5, 2024 requesting your Vehicles engine be replaced.

  On or about September 11, 2024, an independent third-party inspector inspected your Vehicle. The point of failure was unable to be demonstrated, and the Vehicle required additional tear down per section G. How to Make a Claim,paragraph 4 of your contract.

  4. Provide tear down authorization when requested by Us so that the Repair Facility can provide an accurate diagnosis and repair estimate. You will be responsible for any charges associated with the tear down, if it is determined that the Breakdown is not a Covered Repair under this Contract.

  On or about September 19, 2024, the Repair Facility advised the Vehicle was ready to be reinspected. On or about September 25, 2024, an independent third-party inspector inspected your Vehicle, resulting in the point of failure not being demonstrated.

  The Repair Shop performed additional tear down and was able to demonstrate the point of failure to the engine on or about October 10, 2024.

  Your claim was authorized on October 11, 2024 for a total of $8,075 ($4,948 for the engine, $2,557 for labor, and $570 for inspections).

  Page three (3) of your contract, ***************** of Liability, paragraph two (2) states the following:
  2. LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the actual cash value of Your Vehicle at the instant prior to the most recent loss. Actual Cash Value is determined by using the most current **** Average Trade-In value available for Your Vehicle based on Your zip code. The aggregate total of all benefits paid or payable during this Contract Term shall not exceed the **** value for Your Vehicle at the time of purchase or $15,000, whichever is greater.

  The Limits of Liability for this single engine claim is $8,075 equaling the Average Trade-In value of your Vehicle on September 5, 2024 (the instant prior to the engine claim).  For clarity, the aggregate total for all claims payable under the life of your contract is $15,975 (the **** value of your Vehicle at the time of purchase).  As of March ******, $9,197.15 has been paid in claims for your Vehicle.

  As the single claim Limits of Liability was met for the engine replacement, we were only able to assist with $8,075 toward this engine claim (including car rental, parts, and labor). 

  Customer Answer

  Date: 03/11/2025

  I disagree with the response from Axiom. Please reopen my case. My understanding is that they are saying in my policy I was responsible for tear down only if it wasnt a covered charge. So because they paid $8,075 it was a covered charge. Why was I billed for the tear downs. And if the $8075 covered the engine and the labor and the tear-downs, why did I have to pay $2,700 when I picked up my vehicle. The total cost of the repair was over $11,000 not $8000. These responses are incorrect And they are trying to make BBB think that they did everything correct and they did not. Please help me get my money back. See below

  
  

  Supposedly car value $8,075

  Engine cost.                     $4,948

  Axiom took addl.            $590 ??

  Sent to *** for labor        $2,557

  
  

  I paid at pick up                $2,422 

  so I paid for all labor and tear downs 

  
  

  ***s bill was $4,979.00

  
  

  

  Business Response

  Date: 03/12/2025

  Thank you for your correspondence. Axiom is in agreement that your claim for engine replacement on your 2016 ********************* is a covered repair under your contract. The claim is, however, still subject to ***************** of Liability, as outlined in Axioms previous response. The Limits of Liability for this single engine claim is $8,075 equaling the Average Trade-In value of your Vehicle on September 5, 2024 (the instant prior to the engine claim). Your claim was authorized for a total of $8,075 ($4,948 for the engine, $2,557 for labor, and $570 for two third-party independent inspections). Axiom acknowledges the amount covered under your contract for this single engine claim did not cover all of the labor costs associated with the tear-down required under your Contract. As the single claim Limits of Liability was met for the engine replacement, we were only able to assist with $8,075 toward this engine claim. 
  

  Customer Answer

  Date: 03/13/2025

  Complaint: 22863005
  
  I have reviewed the business' response and am rejecting it because:
  
  The additional labor cost was what I had to pay. This was because axiom requested all of these points of failures. The first visit from the inspector should have identified the point of failure. The back and forth time and emails and visits is what caused all of that additional labor cost. Why should the customer (myself) pay for proving what caused the engine failure. The insurance company should be paying for that. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/19/2025

  Thank you for your additional correspondence. Per ************** to Make a Claim, paragraph 4 of your contract, Axiom maintains the right to have the repair facility tear down the vehicle to demonstrate the point of failure and determine the parts and labor required to repair your vehicle. Unfortunately, sometimes the repair facilities do not have the vehicle torn down enough to demonstrate the point of failure and provide a diagnosis, which results in additional inspections. Axiom diligently works with repair facilities to avoid unnecessary repairs and costs to maximize the customers benefit under the contract.   

  Customer Answer

  Date: 03/24/2025

  Complaint: 22863005
  
  I have reviewed the business' response and am rejecting it because:
  True the dealer probably didnt tear down to the point of knowing what caused the failure on the first visit but the inspector was there he could have asked them to do it more throughly while he was there. Why should I pay for two or three inspectors visits and more dealer mechanical labor hours. 
  

  Also why did Axiom not use the *** value of my car. How can the value drop so drastically from $15,000 to $8,075 in just a year? Why did I have to pay additional labor cost AND reduced car value out of my pocket. Thats why I paid premiums to avoid out of pocket cost. 
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/02/2024

  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.

  I purchased a 2009 ****** Matrix XRS from ApprovedAutos in **********, ** on 08 27 2024. On 08 26 2024, I had the car inspected over by a mechanic at ***************. The car has ******* miles on the odometer at the time of the service.The shop said the vehicle is fine, but it's very low on oil. They said get an oil change ****. On 08 27 2024, I purchased a Synergy 3yr/30000 bumper to bumper warranty from **********************. All the paperwork is finished on 08 27 2024.I request an oil change before I pick up the car on 08 29 2024. Approved Autos takes the car to *************** change on 08 29 2024. The car now has a fresh oil change at ******* miles. On 08 29 2024 4:45 PM, I picked up the car, and drove it home to *********, ******* 13 days later, I was driving from **************, ** to ********* heading to work. On the freeway, I hear a rattling sound. Ny dash has a blinking oil light. The checkengine light now comes on. I pull to the next exit to a *******************. I called AAA, and they tow my car back to my house. The car had ******* miles. On 09 12 2024, I started a warranty claim, and we agreed for the car to be repairedat ****** of Antioch. My car is towed to ****** of Antioch. I gave ****** of Antioch the vehicle inspection report. ******* warranty sends an inspector to inspect the car.On 09 30 2024, I contactedSynergyWarranty to follow up on my claim.******* warranty claims based on the notes from the inspector they hired to look at the car, the engine was very low on oil.A representativenamed ***** told me that the symptomsof the engine looks like an oil change wasn't performed. They told me that oil was supposed to be a caramel color, the inspector said the oil in the engine was dark black.They denied my claim because there was lowoil inthe engine.I called Approved Autos, and they gave me a screenshot of the recent oil change that was done on 08 29 2024.PLEASE READ THE ATTACHMENT:

  

  Business Response

  Date: 10/09/2024

  Thank you for your complaint.

  On September 13, 2024, Antioch ****** contacted Axiom and started a claim on your 2009 ****** Corolla Matrix XRS under *************** Contract number SYUISCF01084100 for an engine replacement. Axiom requested Antioch ****** provide a parts list.
  

  On September 18, 2024, Antioch ****** provided Axiom with a quote to replace the engine.

  On September 23, 2024, an independent third-party inspection was conducted (attached hereto and incorporated by reference). Per the Antioch ****** technician, the vehicle arrived at ************** with no oil. The technician drained the oil and filled it with fresh oil to move the vehicle to conduct the inspection. Upon examination of the drained oil, it was observed to be black and metallic, yet clean on dipstick. The inspector verified a loud engine knocking noise was present. The inspectors photographs show no oil leaks; however, there is soot present on the rear bumper. The inspector concluded the oils appearance was consistent with a failure of a rod bearing due to lack of lubrication and continued operation.
  

  On September 30, 2024, the claim was denied due to the lack of lubrication. The customer disputed the denial and provided a pre-inspection sheet showing it was 2-3 quarts low on oil and an oil change receipt that was dated prior to the sale (attached hereto and incorporated by reference).  The claim denial was reaffirmed due to the lack of lubrication to the engine.
  Additionally,the contract identifies the following exclusions: Section H(5):ANY REPAIR, REPLACEMENT, OR SERVICE THAT IS NEEDED, BUT IS CAUSED BY A COLLISION/AUTO ACCIDENT, MISUSE, ABUSE, NEGLECT, ACT OF FRAUD, NEGLIGENCE (INCLUDING THE NEGLIGENCE OF A REPAIR FACILITY TO PERFORM PROPER REPAIRS),IMPROPER TOWING, THE LACK OF PROPER MAINTENANCE, AND/OR ALTERATIONS/MODIFICATIONS/ADDITIONS TO THE VEHICLE NOT AUTHORIZED BY ITS MANUFACTURER.

  Section H(12): ANY BREAKDOWN CAUSED BY CONTAMINATION, RUST CORROSION, DETERIORATION DUE TO THE PASSAGE OF TIME, OVERHEATING, THE LACK OF COOLANTS/LUBRICANTS,SLUDGE/CARBON BUILD-UP, OR RESTRICED OIL FLOW. and
  

  Upon review of your complaint and the documentation provided, Axiom reaffirms its denial of your claim. 

  Customer Answer

  Date: 10/11/2024

  Complaint: 22371956
  
  I have reviewed the business' response and am rejecting it because: I had no fault in the fail of the engine, I only had the vehicle the for 13 days before this happened. I feel as though are trying to place blame on me to avoid paying.
  
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/14/2024

  Thank you for your response. Axiom reaffirms its denial of your claim due to the lack of lubrication, as documented in the third-party inspection report previously provided. 

  Customer Answer

  Date: 10/14/2024

  My request to Axiom is to cancel my warranty and to refund my finance company $2,000.00 and if they can't do this I have no choice but to go to mediation.  

  

  Business Response

  Date: 11/04/2024

  Additional information was not provided by the customer apart from a revised resolution request. Given the circumstances of this claim, Axiom is happy to refund the customer the full purchase price of the Contract in question. That request has been inputted and, on average, take 4-6 weeks for payment to be received by the lienholder. 

• Initial Complaint

  Date:08/14/2024

  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.

  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

  Date: 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.