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: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:09/27/2024

  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.

  We purchased this warranty when we bought our vehicle in 02/24. At our first oil change, the mechanic noted that the engine did not sound like it was running properly and noted it needs to be inspected. It took 58 days, multiple tear downs requested by the warranty company, and a lot of back and forth to finally get them to agree it needed a new engine due to a cam phaser issue. Despite our warranty covering turbos, the mechanic documentation of metal filings in the turbos, and a general industry standard of replacing them when theres metal in them/the system, the warranty company is refusing to cover more than a used engine. I feel like they are trying to pass off the issue with doing a bandaid fix until our warranty runs out and that we are going to have to replace the whole system in a couple years because they are not addressing this properly. We also have missed out on 2+ months of usable warranty coverage because the company has been very slow in their process and kept requesting more tear downs/photos every few weeks.

  Customer Answer

  Date: 10/01/2024

  Initial date vehicle was dropped off for oil change when the issues was noted was 7/25/24. 

  Customer Answer

  Date: 10/01/2024

  The contract is under my husbands name, **** ***** (as shown in attached file).   Contact information is ************

  

  Business Response

  Date: 10/03/2024

  Thank you for sharing your concerns and experience with us. On August 14, 2024, ************* called in a claim on your 2019 *************************** as it concerns to *************** Contract number VSCINDF00996894 advising the engine is making a loud noise on startup and recommended replacement of the engine.  This claim was initiated six (6) days after the date of loss, which occurred on August 8,2024.

  
  On August 19, 2024, an independent third-party inspection was conducted. As a result of the inspection, Axiom advised ******** **** that a customer authorized teardown to the point of failure was needed to show the failures to the engines as well as the cause of failure regarding the locking pin to the left intake cam phaser.

  
  On August 27, 2024, ******** **** notified Axiom that the teardown was complete and ready for a second inspection.

  
  On August 29, 2024, a second inspection was conducted by an independent third-party inspector.  Axiom advised ******** **** that the damage to the head assembly had been confirmed;however, the failures to the lower engine or turbos had not been verified.  To be respectful of time and avoid further delay, Axiom requested further teardown and photos of the failures so that Axiom could verify that the vehicle was torn down enough for a third inspection to be conducted.

  
  On September 5, 2024, ************* contacted Axiom regarding the status of the claim. Axiom advised ******** **** we are awaiting photos from ************* to show the engine is torn down enough to show the damage to the lower engine and turbos. ******** **** provided the photographs and advised they were ready for another inspection. A third inspection was scheduled, and Axiom requested ******** **** show the inspector the failure to the lower engine and both turbo assemblies.

  
  On September 10, 2024, a third inspection was conducted by an independent third-party inspector. The third inspection report stated there were no failures noted to the turbos and the exhaust manifolds were warped.

  
  On September 11, 2024, Axiom contacted ******** **** and requested a parts list for a LKQ engine. Axiom cancelled the portion of the claim regarding the exhaust manifolds as the failure was documented as warped.Additionally, the third inspection report did not find any failures regarding the turbos.

  
  On September 13, 2024, ************* provided Axiom with a parts list to replace the engine with a LKQ.

  
  On September 17, 2024, Axiom verified failure to the upper and lower engine.

  
  On September 20, 2024, Axiom contacted ************* and reviewed the claim estimate. ******** **** advised Axiom that the customer was thinking about paying the difference and having a new engine installed.  ******** **** advised they would review with the customer and advise on next steps.

  
  On September 23, 2024, Axiom reviewed the claims totals with ******** **** advising that Axiom would either (a) pay $5,819.86 to the shop for labor in addition to providing the shop with the necessary parts or (b) pay ************* $9,619.86 towards the parts and labor if the customer decide to provide their own parts.

  
  On September 24, 2024, Axiom received additional photographs of the turbos.

  
  On September 26, 2024, Axiom reviewed the additional photographs and advised ************* that the photographs did not verify turbo failures and requested additional photos or video depicting the failure.

  
  On October 3, 2024, Axiom contacted ******** **** requesting an update on how the customer would like to proceed.  ******** **** advised they contacted the customer on September 26, 2024 and passed on information that the inspections did not show failures to the turbos. Axiom advised ******** **** that we would review any new pictures they can send to us for re-review of the turbos if the shop felt they had failed. ************* advised the customer mentioned they would contact the shop regarding this claim once a decision was reached.************* has not heard from customer since September 26, 2024.

  
  Of additional note, Axiom has verified and approved the engine failure claim to replace the engine. We are currently awaiting the customers decision on how they would like to proceed with the engine replacement.  Under the contract, a copy of which is provided, the customers warranty is active until either February 8, 2027 or ******* miles, whichever occurs first. Axiom has not denied or disregarded the claim regarding the turbo failure, but rather cancelled that portion of the claim due to no mechanical failures being verified.  Axiom has welcomed and remains open to reviewing additional information provided to re-evaluate the turbos.

  

  Business Response

  Date: 10/09/2024

  Thank you for your response.  Under Section H(15) of your Contract, the exhaust manifold is excluded from coverage.
  15.         BATTERY AND BATTERY CABLE/HARNESS, MOBILE CONNECTOR, WALL CONNECTOR, ANY FUTURE CONNECTORS, AND ANY RELATED CHARGING ADAPTERS, INTERIOR LED LIGHTING, STANDARD TRANSMISSION CLUTCH ASSEMBLY, FRICTION CLUTCH DISC AND PRESSURE PLATE, SAFETY RESTRAINT SYSTEMS (INCLUDING AIR BAGS), GLASS, LENSES, SEALED BEAMS, LIGHT BULBS, FUSES, CIRCUIT BREAKERS, CELLULAR PHONES, GAME CENTERS, SPEAKERS, REMOTE CONTROL CONSOLES,RADAR DETECTION DEVICES, BRAKE ROTORS AND DRUMS,[ALL EXHAUST COMPONENTS], AND THE FOLLOWING EMISSION COMPONENTS: HOSES, LINES,CATALYTIC CONVERTER/FILTERING, EMISSION VAPOR SENSORS; WEATHER STRIPS, TRIM,MOLDINGS, BRIGHT METAL CHROME, UPHOLSTERY AND CARPET, PAINT, OUTSIDE ORNAMENTATION, BUMPERS, BODY SHEET METAL AND PANELS, FRAME AND STRUCTURAL BODY PARTS, VINYL AND CONVERTIBLE TOPS, TIRES, AND/OR WHEELS/RIMS. EXTERNAL NUTS,BOLTS, AND FASTENERS ARE NOT COVERED UNLESS SPECIFICALLY LISTED IN THE SCHEDULE OF COVERAGES (EXCEPT WHERE REQUIRED IN CONJUNCTION WITH A COVERED REPAIR).

  
  Regarding the turbos, the three inspections do not reveal a mechanical breakdown, and a failure has not been demonstrated by you or the repair shop. If you are in possession of additional information showing a mechanical breakdown to the turbos, Axiom will review the additional information presented.

  Customer Answer

  Date: 10/10/2024

  Complaint: 22347736
  
  I have reviewed the business' response and am rejecting it because:
  
  Regarding the turbos we have shown a mechanical break down. The bearing are loose and metal filings have been found in the turbos. Please prove that the metal found in the turbos are not from the turbos. There is loose metal in the turbos and the turbos wobble. 
  The turbos may still spin just as the engine was still spinning with its mechanical failure. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 completed the necessary documents to cancel a Key FOB Program at the dealership on 6/5/23. The dealership has gone out of business and did not process the request. I called Axiom on 7/20/24 and explained that I never receieved anything from the dealership and they have since gone out of business. The Axiom ***resentative told me the steps to request the cancellation. I then submitted the documents to Axiom. I was told I would receive a refund in 6-8 weeks. I called a couple of weeks ago and was told I would receive $695 and the request should be completed by 9/5/24. I did receive a refund but for only $140 on 9/4/24. I called to inquire and I was told the balance was sent to the dealership. How is this even possible since they are gone out of business? The Axiom *** said he would escalate this issue. Today I received an email to contact the dealership. However, after going thur the menu prompts the recording says the business is closed. I just want my refund expedited to me because I have been patiently waiting over a year.

  

  Business Response

  Date: 09/09/2024

  Axiom has received your complaint regarding the cancellation of the Key Fob Program (Agreement) for your 2019 ****************** Axiom received your cancellation request on July 20, 2024 along with your note that on June 5, 2023 you tried to cancel the Agreement through the dealership, Car Squad, who did not process the cancellation. Axiom requires three to four weeks to process cancellation refunds. On July 25, 2024, Axiom back dated your request to June 5, 2023 and processed the cancellation request. Axiom issued a check to you in the amount of $140.00, which was Axiom portion of the refund.  On September 4, 2024, you contacted Axiom regarding Car Squads portion of the refund. To delay any further inconvenience, Axiom has reprocessed the cancellation and will send Car Squads portion to you within 7-10 business days.

  Customer Answer

  Date: 09/09/2024

  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: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.  

• Initial Complaint

  Date:07/27/2024

  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.

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

  

  Business Response

  Date: 07/31/2024

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

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

• Initial Complaint

  Date:07/26/2024

  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.

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

  

  Business Response

  Date: 08/01/2024

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

  Customer Answer

  Date: 08/03/2024

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

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

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

• Initial Complaint

  Date:07/17/2024

  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.

  April, 2024 I place my vehicle in ****************************, **********, for service. I informed them I have a third party warranty who's benefits are paid by Axiom. The vehicle went into service for ********** after being diagnosed, they stated it was the "Turbo". The repair was approved by Axiom. By June, the low oil light was back on. I took the car in for service, again on June 17h. The service center reached out to Axiom and informed them it was the 'Head". Axiom stated the engine needs to be removed for photographs. When the adjuster came out, he stated, "she takes good care of this car". Axiom told the service center more components needs to be removed for more photos. Which is more time and labor cost. Axiom sent another adjuster out to take photos of the head. (this took 30 days so far, with the back and forth). Still no repair. During his 30 day period I have reached out to Axiom several times. I was also told someone would get back to me, which never happened. I requested a supervisor's assistance July 16th. "*****" returned my call that evening. Within this 30 day period I am without a vehicle. No one reached out with concern if a rental was needed or anything. I just keep getting the run around. *****, explained once the repair was approved I could be reimbursed for a rental up to 5 days. ***** also stated they just need a quote and they could move forward. Another representative, prior to speaking to *****, stated Axiom don't have the parts for the repair. As of today they are telling me the only have to pay 6800 for my vehicle due to contract limitations. My Vehicle is waiting approval of a repair of the "head" which was told to Axiom in June. To date I have no car, no repair, and no definite answers of time and or repair.

  

  Business Response

  Date: 07/23/2024

  On November 14,2023, you entered into a AAA ******************** Contract at AAA Mid-Atlantic DTC Sales for your 2017 **** Explorer. 

  
  On April 2******, claim A000323835 was made regarding a low oil message.  Upon receipt of the third-party inspection report on April 25, 2024, the claim was approved to replace the turbo and assist with three (3) days of car rental at $50 per day. The part was shipped to the repair shop on April 25, 2024, with an expected delivery of April 26,2024.  The shop submitted for payment of $2,833.97, which was paid on April 30, 2024.

  
  On June 17, 2024,claim A000335554 was made regarding a misfire in cylinder 4.  On June 19, 2024, a third-party inspection of the vehicle was performed, and the repair shop was advised that you would need to authorize a tear down to the point of failure for the cylinder head to be reviewed further to determine coverage. On July 1, 2024, the repair shop advised the tear down was completed and a second third-party inspection was scheduled. On July 3, 2024, the second inspection report was received noting that the technician thought the value seal or a guide issue was the cause, but the head was not disassembled and the repair shop had not demonstrated a failure.  On July 8, 2024, the repair shops ***************** Manager (***) advised that after the cylinder head was removed,they found oil going into cylinder 1 and 4 from the valve guides, causing carbon in the cylinders. On July 11, 2024, the *** advised the valves had been removed and can now show the point of failure. A third inspection was scheduled. On July 16, 2024, the inspection report was received verifying the failures. A complete parts and labor estimate for the repair was requested. Also on July 16, 2024, you requested a call and on the same day, your call was returned by customer service discussing the Contract terms regarding a rental car.  On July 17, 2024, the engine quote was received. On July 18, 2024, the claim was approved for $6,890.03.  The claim was limited due to the Limits of Liability as outlined on page four under Coverage Limits, paragraph two, which states: The aggregate total of all claims and any other inclusive Ancillary Benefits paid or payable during this Contract Term shall not exceed the value of Your Vehicle, on the date You purchased this Contract, or $10,000.00, whichever is less. Additionally, on page four of the Contract, under Ancillary Benefits, paragraph 1, it states: In the event Your Vehicle is kept overnight for a **************** You may be reimbursed for up to 5 days, at $50 per day ($250 maximum benefit), for rental car or alternative transportation reimbursement expenses You incur.

  Customer Answer

  Date: 07/24/2024

  Complaint: 22002884
  
  I am rejecting this response because:
  
  The repair was not approved in order for me to obtain a rental within the 30 days. I was told the repair had to be approved before the 5 days would be considered for reimbursement when the vehicle has been in the service center 30 days with no outcome of repair. No one ever reached out to me about anything until I requested a supervisor, which was four weeks after the vehicle was in for service. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/30/2024

  Thank you for your response. The Rental Car or Alternative Transportation Reimbursement clause under Ancillary Benefits on page four (4) of the Contract states: You must pay for Your rental car/alternative transportation expenses in full and then provide a paid-in-full receipt, plus a copy of the qualifying repair order showing completed work, for reimbursement considerations. . Please note, your claim was approved on July 18, 2024.  If you would like to submit your rental car receipt(s) for reimbursement within forty-five (45) days of July 18, 2024, we would be happy to review your documentation for reimbursement.  

  Customer Answer

  Date: 07/30/2024

  Complaint: 22002884
  
  I have reviewed the business' response and am rejecting it because my vehicle was placed in the service center June 17th. 2024 my claim was not approved until July 18th. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/02/2024

  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 have a platinum warranty package from Axiom Product Administration for my 2018 Mercedes Benz,I brought the car in to the ******** dealership in ************ fl for repairs,my vehicle had been for 3 weeks,and the dealership has been going back and forth with the warranty company,who said that will only cover a small portion of the bill in the claim,however I spoke with the technician at the dealership and he informed me that all repairs should be covered by the warranty and that the warranty company is trying to do anything to get out of paying for the repair.I asked the warranty company to give me written proof of what they are refusing to cover and the reason why.The manager at the warranty company refused to give me the information.I looked the company up and they over 30 bbb complaints about the same issue with other customers.Please reach out to me asap.

  

  Business Response

  Date: 07/09/2024

  Axiom has received your complaint related to a claim under your vehicle service contract. On June 13, 2024, the claim was started to address your vehicles blower motor and regulator, auxiliary coolant pump, both rear axle seals, valve body, and timing cover. An independent third-party inspection was set up to verify the cause of failures. Axiom received the inspection report on June 21, 2024, which reported the auxiliary coolant pump was devoid of coolant resulting in the damage to the transmission. Axiom authorized repairs for the blower motor resistor, axle seals, and upper timing covers, but denied coverage related to the auxiliary coolant pump and transmission pursuant to the following terms of your vehicle service contract (Contract is attached):
                 G.           Exclusions. This Contract will NOT PAY or reimburse You for any part or condition excluded throughout this Contract or for:
                                7.           ANY BREAKDOWN CAUSED BY CONTAMINATION, OVERHEATING, THE LACK OF COOLANTS/LUBRICANTS, SLUDGE, OR RESTRICTED OIL FLOW.
                                11.         ANY BREAKDOWN OF A COVERED PART OR A NON-COVERED PART RESULTING FROM CONSEQUENTIAL DAMAGE. . .
  Based on the foregoing, Axiom affirms its denial of the parts at issue. 

  Customer Answer

  Date: 07/15/2024

  Complaint: 21930897
  
  I am rejecting this response because:
  
  It goes against the contract we have,and they have a history of bullying clients like myself with this behavior.We have a contract and they are going against it.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased a 2020 ****** ********* about 3 years ago and had *** insurance coverage with it. In April 2024 I paid off the entire loan and was due a refund of the *** insurance. I called Axiom because I got a letter from the financial company saying to contact them in regards to my refund. When I called them in the beginning of June 2024 I was told that a check was sent to the dealership on May 30, 2024 and to wait 2 weeks and called the dealership to find out about the check. I gave it 3 weeks for good measure and then called the dealership I bought the vehicle from. Come to find out not only have they not recieved a refund check but the dealership I bought the car at has changed owners and is no longer the dealership that I bought from. I called Axiom back and spoke to someone who clearly didn't know much. The person I spoke with told me that the check was never even sent and they were changing people who handled thier checks so there is a delay. I asked who the check was being sent to because the dealership no longer was there and was told "to whoever left a forwarding address". What? Are you kidding me? Why isn't the address and full information right there in front of them? The person just said " I don't know"! I asked to speak to a supervisor and was told that they would tell me the same thing! This is unbelievable! You buy a product from someone with the hope that when things need to be done that this business that is suppose to care about thier customers will atleast know what is going on! I waited for a supervisor to come on and the phone died like someone hung up. I can't believe a business acts this way. How are they still in business? The point is I won't know where they sent the check even when they do or I should say if they do send it. Unbelievable!!! I want my refund! It's my money!!

  

  Business Response

  Date: 07/09/2024

  Axiom is in receipt of your complaint related to your cancellation request and refund of the remaining portion of your GAP contract. Axiom received the request for cancellation from your lender on May 27, 2024. It does appear you were told in error that Axioms portion of the refund was issued on May 30, 2024. Axiom requires three to four weeks to process cancellation refunds and mailed its portion of the refund to the dealer on June 27 for the dealer to combine with its portion and issue you the remaining refund. Axiom did contact the dealer and verified the office receiving the Axiom check is still processing refunds for the location where you purchased your vehicle. 

  Customer Answer

  Date: 07/09/2024

  Complaint: 21918974
  
  I am rejecting this response because:
  I will wait to accept until I have confirmed receipt of refund. I was told falsely that it was handled once already so I will wait until I recieve it to follow up with this complaint and accept the answer from Axiom and close this complaint.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/31/2024

  Hello. Axiom has worked diligently to ensure this Customer receives their refund. The dealership that was to issue the refund confirmed to Axiom on July 19, 2024, that the refund check was mailed to the customer. A copy of the refund check is attached. 

• Initial Complaint

  Date:05/15/2024

  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.

  March 2024, I have tried and keep trying to get axiom to send the refund of the service contract that I canceled. When I have called to check on the status of the refund I get a different reason why a check has not been sent. They are stalling on refunding the cancellation and sending the check to the dealership. Please help me get the refund issue resolved.

  

  Business Response

  Date: 05/22/2024

  Axiom has received your complaint regarding the cancellation of your *************** Contract (VSC). Axiom received your incomplete cancellation request on or about March 4, 2024. Then, on April 19, 2024, Axiom received the incomplete cancellation request from the dealership, ******** Buick GMC West. On May 10, 2024, you contacted Axiom regarding the status of your cancellation. A customer service representative informed you that the form was incomplete as we needed the cancellation odometer reading to cancel the **** pursuant to **************** Amendments, Texas. 
  
  N. STATE AMENDMENTS 
  
  *****: Section *** ************* item 1. is deleted replaced with the following: 
  
  1. CANCELLATION BY YOU: You may cancel this Contract at any time, including when a loss of the Vehicle occurs or when You sell the Vehicle without transferring this Contract to the purchaser. To cancel, You must submit a written request to the Dealer or directly to Us. An odometer statement indicating the odometer miles on the date of Your cancellation request is required. If You cancel this Contract within the first 60 days and if no claim has been made, We will refund the entire Contract Purchase Price. The right to cancel this Contract in the first 60 days and receive a full refund, less any paid or pending claims only applies to the original purchaser and is non-transferable. If We do not provide Your refund within 45 days of the effective date of cancellation a 10% per month penalty will be added to Your refund. If You cancel this Contract after the first 60 days or if a claim has been made in the first 60 days, We will refund the unearned Contract Purchase Price to You calculated on a pro-rata 
  basis determined by the months or miles remaining, whichever results in the lessor refund, less an administrative fee of $50.  
  
  Axiom cancelled and mailed its portion of your VSC refund to ******** Buick GMC on May 13, 2024. If you wish to cancel your GAP Contract, please update the attached form to indicate if you will be filing a claim. Please send the updated form and a paid in full letter to *************************************** so the cancellation may be processed if you so desire.