Complaints

This profile includes complaints for Ox Car Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ox Car Care

  17875 Von Karman Suite 150 Irvine, CA 92614

  
• 

  Ox Car Care

  4 Park Plz Ste 500 Irvine, CA 92614-5209

  

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:05/27/2025

  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.

  Bait and switch. I pay my premiums monthly but when my service request was submited on 5/16/25 no one could find it at Ox. I sent it twice my service center sent ot twice. Then I was told they need it i a different format PDF, which my service center already sent. Next person in claims tells me I need a car fax or a sevice history. I purchase a $50 car fax and call today only to be told you meed a service history because they pull a car fax. My car isnt fixed due to stalling tactics. They lie and are un-wulling to provide service truthfully. Nor willing to refund money I was told I had to spend in order to have my car repaired.

  

  Business Response

  Date: 06/03/2025

  Hello ****, 

  I have looked into your claim and I saw on 5/29/2025 the claim was approved for payment. Please advise.

  
  

• Initial Complaint

  Date:05/22/2025

  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.

  I purchased an extended car warranty from ***** care in April of 2024. I went to file my first claim with them in December of 2024. They said it would only take a few days for the decision and then my car sat at the mechanic for over a month before they finally came back and denied the claim. They said the vehicle had not had the proper maintenance and they would not cover the claim. I called to cancel with them and submitted the necessary paperwork. Finally after having to submit things several times because no one would properly put them in my file my policy was canceled on February 11th 2025 and they said it would take 45 to 50 business days for me to get my prorated refund of what I had paid into the policy. I submitted several emails to the finance department during the waiting period to find out how much my refund would be. They never responded. I called after the 50 business days and they told me my case was still pending and they had no information available. I called a week later and was told they had no information and I would just have to keep waiting. I spoke with a supervisor on Thursday May 22nd 2025 and was told again no information is available, you just have to wait, try emailing finance department again. I believe they are intentionally withholding my money in the hopes that I will eventually give up and they can keep it. Any help with this matter would be greatly appreciated.

  

  Business Response

  Date: 05/29/2025

  Hello Ms. **************

  Typically refunds do take 45 to 50 business days to process, however, they could take longer. As the refunds are processed as the finance department receives them, understand that Ox follows your states guidelines when it comes to *************** Contract Cancellations & refunds: Ind. Code 27-1-43.2-1 et seq. 

  I will notify finance to try to expedite this payment, however, I can not promise anything on the matter. Nonetheless, ** is not intentionally holding your refund as you mentioned and we do not intend to hold your pro-rata 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.

  February 2025, $180 month, ** received all monthly payments, upon need of auto repairs, OX DID NOT FULFILL ITS PROMISE from the time of purchase. CUSTOMER SERVICE, blamed claims, claims blamed sales. I blame OX. THE 3 COMPONENTS MAKE UP OX. I LEFT A REVIEW now I'm filling this complaint. BBB somehow gave OX an A+ rating. LAUGHABLE. BBB has been compromised!!! I now know that a lot of repair shops refuse to honor OX. ** stated that they use OEM parts, LIE! PLEASE LOOK INTO MY COMPLAINT before I turn to social media and the local television News investigation teams. Thank you in advance ******* OX did mislead me and the rating from BBB assisted by the A+ RATING

  

  Business Response

  Date: 05/28/2025

  Hello Mr. ******

  I understand your frustration, however, claims did approve your claim at both your original repair facility and your current. There are exclusion to the claim as some of the parts are not covered by your agreement. Moreover, your agreement does state that ** can use "like new" parts it can be OEM and it also can be aftermarket. We give all customers a 30 day review period as that is your time to review the policy language to ensure that it fits with your needs.

  There was no breach of contract and their was no breach of duty of good faith to you as the customer. If you would like to have an internal investigation based on the alleged misrepresentation at point of sale please email ******************************** and our compliance staff will be able to assist in that.
  

  
  

• Initial Complaint

  Date:05/20/2025

  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 have a warranty with ox car care for my 2011 GMC terrain. It has now been in the garage at E&E in **********,**, for 2 weeks and still has not been approved for it to have the ac fixed. The garage has called them will all info and pricing $2150.00. I have called several times and texted. Unless you speak to someone directly they won't tell you anything. Very bad communication. Always making excuses for more data or even pictures of parts....really...pictures you kidding me. I don't know how BBB gives them a A+ rating when on ****** they have a 1.1 out of five. I wish I had seen this and not checked the BBB rating before purchasing the warranty. Oh they say they will pay up to $180.00 on rental....haha...that's like 4 days. It's been two weeks and still not approved. I could have spent $800 or more on just rentals. ******* car, cares for no one.

  

  Business Response

  Date: 05/27/2025

  Hello Mr. *****

  I will be speaking with the claims department on the matter, thank you for the notification. I saw that your claim was approved today. Thank you for the notice.
  

  
  

  Customer Answer

  Date: 05/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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.

  Prior to April 4, I called ox car care and canceled the policy. I was tasked with sending them a form to cancel the policy. I sent in the form to cancel thepolicy and was informed that my policy was canceled. On April 21, my credit card was still charged $119. In May, I once again called about this and requested a reimbursement. I was told that I would get reimbursed it and to in 5 to 7 business days. I never got reimbursed. I called a second time in May and was told again I would get reimbursed within 5 to 7 business days. Once again, I did not get reimbursed. On May 21, I was charged again another $119. My 0 Policy has been canceled and I have received cancellation notices yet Im still being charged! I still have two payments that they need to reimbursed. I called today to ask about this and no one is available the number that I called. Please help.

• Initial Complaint

  Date:05/12/2025

  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.

  They not living up to the contract I purchased this warranty in January 2025 I must pay my payment until January of 2027 150 a month I .had a transmission fixed they supposed to pay $7,500 and no more on each repair they paid $3400 I had to pay $720 which the total was ***** on my car rental they have not reimbursed me $180 oil changes supposed to be $60 alignments are $85 I must admit they sent my reimbursement for my car rental but it had the wrong name on the check I just want them to live up to their part of the bargain you cannot talk to no one there the adjusters won't even call you to let you know what's going on and then the contract they said the adjuster will call you I'm filing this complaint cuz I just want them to be fair they take my money every month and they have no problem of getting their money I feel like they doing a breach of contract and not honoring they contract sincerely ****** ******* thank you better Business bureau

  

  Business Response

  Date: 05/19/2025

  Hello ******,

  Thank you for your response, in-relation to the agreement ** has held up its side of the agreement. We paid the claim on an adjusted price, which we have the right to do per the agreement language. Moreover, we also negotiated the hourly repair price, but the shop does have the right to charge the customer the remaining balance. It seems like that is what happened here, I am sorry this happened to you, however, Ox did abide by the agreement as you mentioned in your complaint.
  

  
  

  Customer Answer

  Date: 05/19/2025

  Yes they still have not sent my money from my reimbursement for my rental it's $180 my reimbursement for my alignment supposed to be $85 and my complaint  is they don't communicate with you I understand that they don't have to pay the price that the repair shop is charging but they supposed to help find you a shop and they never did any of that they won't even get in touch with you or email you or text you or anything that's my complaint 

   

  

  Business Response

  Date: 05/29/2025

  Hello,

  Rental reimbursement is subjected to approval of a claim, we do not pay for rentals out right unless its associated with a approved claim.
  

  
  

• Initial Complaint

  Date:05/06/2025

  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.

  They do not want to fulfill my complaint. But they take out money every month but claims are always denied. One claim they told me was approved but had to pay the deductible of ****** for a tire but have yet to receive it yet its been a few weeks. Always giving me the run arounds

  

  Business Response

  Date: 05/13/2025

  Hello Mr. *****

  Your claim was denied for the following reason; Exclusion 4) Any Loss Or Damage Due To Collision, Falling Objects, Theft, Attempted Theft, Fire, Fluid Contamination, Larceny, Explosion, Malicious Mischief, Vandalism, Riot Or Civil Unrest, Acts Of God, Flooding Or Freezing, Or Acts Of Nature And Events Beyond Our Control.

  You should have received a denial email form claims giving you more information on the matter.

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  I requested a refund from Ox Car Care in July 2024 after submitting the documentation for cancellation. I have been calling them off/on for months now still with no update on when I can expect the refund only answer I keep getting is that its pending with the accounting. When I called today they said they have a budget for when refunds are issued. Their contract states I should expect a refund within 45 days of my request. I have sent emails to the person supposedly handling refunds. I dont get a response and when you call they can only send an internal message for the person to provide an update on the account.I need to have this matter resolved!

  

  Business Response

  Date: 05/12/2025

  Hello Ms. *******

  Thank you for the notice, I have looked into the matter and Ox will be issuing a check for the grand total of $502.49, this will be the grand total for one home warranty policy, and one VSC policy. Specifically policy numbers HAS12850932H, and OXMT048583.

  I noticed there was a third policy that no monthly payment were taken for policy number OXMT049693, nonetheless, I have issued a refund to the amount of 75 dollars for that policy as it relates to the down payment. I will make sure that a **** tracking number is created and an email is sent out with a copy of the check and tracking number.

  Kindly,

  Ox Car Care, ****

  Compliance Division.
  

  
  

• Initial Complaint

  Date:05/05/2025

  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 sent two emails to Ox Car Care to cancel two separate warranties with the individual warranties attached and both email for two separate vehicles were acknowledged and said that the email was confirmation and they would be cancelled. One was cancelled and the other wasn't. The one specific to this claim was for a 2015 Ram and here is the email response below. I was looking at my bank account recently and noticed that they continued to charge me for it at ****** per month. I have called for a week straight to resolve and get a refund prorated back to the date of 08.12.24 and can not get any help, they just keep saying I have to wait on ****** to respond which she has not.On Mon, Aug 12, 2024 at 5:02PM ************************************* wrote:Hello, This email will suffice as a cancel request. We have acknowledged this request and ** will move forward with your cancellation. Kind Regards, ****** *. Resolutions Department *********************************** P#: *************

  

  Business Response

  Date: 05/12/2025

  Hello Mr. ******

  Thank you for your notice, fiance has been drafting your check. However, we would need to send it in installments, your total refund amount will be ********. With your first installment payment of ****** going out this week on Thursday but no later than Friday. The final installment payment of ****** will go out the following week, thank you for bringing this issue to my attention. Once a tracking number is issued from finance, I will send you a copy of the check and tracking number for your records and transparency. 

   

  
  

  Customer Answer

  Date: 05/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** *****
  
   
  

• Initial Complaint

  Date:05/05/2025

  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.

  My husbands/my truck has been at ****** ********* since November 2024, it needs a new transmission. I can provide phone records and documentation of multiple conversations and emails to Ox Car Care from myself and Service Manager ******* ****** regarding this claim. ** has drug this out, lied to me, claimed mileage discrepancies on a false service record that did not exist. Telling me it was on Car Fax and I had to address it with Car Fax, which I promptly acted upon. Car Fax allowed me access to all records for the vehicle, showing there was no such record of the service Ox claimed had occurred and was holding up the claim, It was all a lie. I have complied with every request from Ox and ******* has as well. ** scheduled, then cancelled an inspection stating there was no one in our area to perform it. Then weeks later scheduled another one, cancelled and rescheduled as a Virtual inspection. Its been ridiculous I have done EVERYTHING they asked me to do. They ultimately denied this claim after MONTHS of run around, stating it was due to a lack of service records. My husband performed basic services himself, as he had always done with our vehicles, oil changes, fluids etc. Reviewing ** policy states this is not a problem. My husband passed away in the midst of all this, they knew it I advised them of this and gave them the updated contact info (mine). Every time I called they knew who I was by my phone number, even before I said who I was, so I know they had updated their records. However, they claimed they were requesting service records via text to ***** (my husbands) phone and of course there was no response, he was dead. I paid my premiums in good faith, I do not believe their denial is legitimate or appropriate, I want them to honor this policy and proceed with this claim and fix my truck! I am not sure how to upload emails, but can forward if given an email address.. Thank you for your assistance in resolving this matter.

  

  Business Response

  Date: 05/12/2025

  Hello Ms. ********

  My condolences to you and your family for your husbands passing. I am ******** ******** I am the director of compliance here at **. This matter was just made aware to me, please email me directly all information that you have. I need to review all the information in whole.

  Please email me at ************************************** Looking forward to assisting you.
  

  
  

  Customer Answer

  Date: 05/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response and will be communicating directly with Mr ******* *******. I have been away from home and although I could have forwarded the emails, I did not have the phone call information with me. I want to clarify the reason for a delay in my response. I will be contacting him today. Thank you for your assistance in this matter.

  Regards,
  
  ****** *******