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:07/30/2025

  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.

  Refund credit ************* *********** in 8402.

  

  Business Response

  Date: 07/30/2025

  Hello,

  We have issued refund for the monthly payment of $140.00. Please allow 5-7 business days for this to reflect in the account. 

  We appreciate your patience,

  Ox Car Care

   

  Customer Answer

  Date: 07/30/2025

  
  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:07/29/2025

  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.

  Ox car car has had the final repair order since 6/27/2025. It is now 7/29/2025 and they still have not paid the repair facility. I have called them over 12 times each one being a different day. They keep telling me it will be paid on a later date. When I called on 7/2/2025 they said it will be paid on Monday 7/7/25 due to the holidays. Then when I called Tuesday the 8th they said it would be paid the next day (the 9th). Then I called Friday and they said they will pay it on Monday the 14th which is the second time they told me this! Monday came around and still no payment so I call them and this is when they started telling me that the repair facility is on the call back list. I have called them several times since this and have just been getting a later date told to me. The repair facility has also tried calling them and jeep getting the same thing as me. Everytime I try to speak to a supervisor, they tell me a supervisor is not available. All I want is the claim to be paid in order to have my truck back.

  

  Business Response

  Date: 07/30/2025

  Hello,

  Thank you for reaching out. After reviewing this with our claims team, they have advised that the amount of $1,442.77 was issued on 7/29/2025 to the repair facility. No other action is required at this time. 

  We appreciate your patience,

  Ox Car Care

   

  Customer Answer

  Date: 07/30/2025

  
  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:07/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a nice experience in my first call and was offered a nice deal. However, decided not to move forward and asked to be put in the do not call list. I have since received 8 more calls. Every single time I ask to be put in the do not call list. Every single time they tell me I was lied about being put on the list and they (the person on the line) will make sure I am put on the list. I have asked to talk with a manager about this, and they refuse to transfer my call to a manager. I understand there are laws and regulations that require businesses to honor the National Do Not Call Registry and that telemarketers are legally obligated to check the registry before making calls and remove numbers listed on it from their calling lists. I wonder if they are adding my number to their "do not call list" and respecting this!I understand violations can result in significant fines. Is there a way for this company to be fined?

  

  Business Response

  Date: 07/28/2025

  Hello,

  Thank you for bringing this matter to our attention. We have placed you on the Do Not Call list and removed the phone number from the system. We apologize for any inconvenience. 

  We appreciate your patience,

  Ox Car Care 

  Customer Answer

  Date: 07/28/2025

  
  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,
  
  Metin Nazli
  
   
  

• Initial Complaint

  Date:07/26/2025

  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.

  OX car care keeps calling me and texting me after I cancel their service once reviewing their terms and conditions that don't meet my needs.

  

  Business Response

  Date: 07/28/2025

  Hello,

  Thank you for reaching out. We have added you to the Do Not Call list. We do apologize for any inconvenience. 

  Best Regards,

  Ox Car Care

• Initial Complaint

  Date:07/18/2025

  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.

  ************ continues to harass me (daily) through phone calls and text messages concerning payments that I no longer owe. I have been refunded my money within the 30 days of cancelation of there services since May 28, 2025 I have contacted them concerning there constant harassment, but they still continue to no avail to contact me Daily.

  

  Business Response

  Date: 07/22/2025

  Hello,

  Thank you for reaching out. We have reviewed the file and confirm that the policy was cancelled on May 28, 2025. The monthly payment was refunded on the same date. No further action is required at this time, and Ox considers this matter closed.

  We appreciate your patience,

  Ox Car Care

• Initial Complaint

  Date:07/17/2025

  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.

  Denied claim. I purchased a used vehicle for my Son and we got the warranty. According to records there was nothing wrong with the vehicle. One day the vehicle stopped moving. I told ******* that it wasn't possible to get the records from the owner of the oil changes etc. while vehicle was in the shop they did a Carfax report that had nothing to do with me owning the vehicle. The mileage was was turned back and there is no way I could know that when purchased from a private owner. I was not told they needed a Carfax report but that is the excuse for not following thru with said contract. Then they said it was because the transmission fluid had not been changed and was burnt. That was not a qualification as well. The only thing they asked for was the mileage and if it had a salvage tile and if I had access to any upkeep on the vehicle if I needed it repaired within the first 30 days and it was neither. The truck is still at the shop. I got unruly customer service saying decision is final. I just want my Sons truck fixed as they said they would do. It needs a transmission I paid all payments required, I was told I need to cancel my plan because they would never agree to repair the truck we had a warranty on with them for over 60 days.

  

  Business Response

  Date: 07/22/2025

  Hello,

  Thank you for reaching out. Weve reviewed this matter with our Claims Manager, and unfortunately, the denial of the claim stands. However, we are able to issue a refund for the three monthly payments that were made. Please allow ********************************************** your account. We understand that this may not be the desired outcome and we appreciate your patience. 

  Best Regards,

  Ox Car Care 

  Customer Answer

  Date: 07/22/2025

  
  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:07/16/2025

  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 am having a problem obtaining $1972 reimbursement from ************************************, a secondary party affiliated with ******************** Insurance. Let me begin by stating my car is not new. I purchased the warranty in April 2023. I paid the fee in full through ***** six years after I purchased my car, a ******** SRX VIN *****************. June 19, 2025, I sent a copy of the invoice to receive reimbursement and a copy of an email I acquired from TEAM ******** indicating that I paid the balance $2627.92 in full. I included the email because I had problems with OxCare (BBB complaint ID #**********. I didnt want any more problems regarding the claim so I sent the email along with the receipt. I received an email from ******** requesting it again. I told them that I sent it to them all ready and if they didnt reimburse me I would report them to the news and the insurance commission if they did not comply. As I had no confidence in either company due to the runaround I received from ******. I sent the receipts again & followed up; still no check, no email, no text, no call indicating they received the receipts.If BBB cannot assist me, I will report the business practices to the insurance commissioner.

  

  Business Response

  Date: 07/18/2025

  Hello,

  We appreciate you reaching out. To clarify, Ox is responsible for selling the policy, but we do not have the authority to approve or issue claim payments. Moving forward, we are only able to offer a pro-rated refund for the unused portion of your policy. As previously advised, a check will be issued with a tracking number. We understand this may be frustrating and appreciate your understanding. 

  Best Regards,

  Ox Car Care

  Customer Answer

  Date: 07/18/2025

  
  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:07/15/2025

  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.

  4/14/23, I purchased an auto warranty policy Superior 75 for 48 mos. with OxCare for $4606.00 mos. ending 5/24/27 (see ex 1). Paid in full early through Mepco, $4559.26 (see ex 2 & 3). 6/9/2025, I called OxCare to inquire about filing a claim. I was transferred to ******* *****. He discussed the procedure. 6/9/25, I called OxCare again to inquire about reimbursement. They indicated there was no claim on my vehicle 2015 ********* SRX, VIN *****************, claim #C180540, and ******* ***** did not work there. This was incorrect because I called OxCare, filed a claim, and spoke to ******* ***** and so did the auto ***airman who provided me with the email correspondence between him and *******. So, I couldnt figure out what was going on. I returned to Team ******** and retrieved the email correspondence between service advisor **** **** ********* and ******* *****. Upon reviewing the email, I discovered it came from ******** Technical Support Representative ******* *****, a third-party auto warranty company affiliated with ******. I was unaware of this at the time and OxCare failed to inform me of this when I called. I immediately emailed ******* inquiring about what was going on. In the meantime, I spoke to a ******** customer service *** who told me what was going on in that while my account was at OxCare, ******** was handling the claim. I called OxCare and told the ***. that I was cancelling the policy because I didnt like the way they did business. I wanted a refund for the unused portion of my warranty. The *** told me the policy is to cancel via email, and he indicated that the refund would take more than 6 months due to the amount to be refunded. I think anything beyond 60-days is unreasonable. I sent the email on 6/19/25 and waited for a response indicated they received the request, but I received no correspondence. I called them again, and I sent them the email again. I received no response.

  

  Business Response

  Date: 07/18/2025

  Hello,
  
  Thank you again for your patience. We are currently in the process of issuing your pro-rata refund. Once our finance department provides the check and **** tracking number, I will send you a copy of both right away for your records and peace of mind.

  
  We appreciate your understanding, 
  Ox Car Care

  
  

  Customer Answer

  Date: 07/20/2025

  
  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:07/14/2025

  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.

  Transmission repair was denied because filter wasnt replace **** does not require filter to be replaced trans was serviced per service ****** unable to contact any supervisor

  

  Business Response

  Date: 07/18/2025

  Hello,

  We have reviewed your claim thoroughly with our Claims Manager, and at this time, the denial will stand due to lack of maintenance. According to the maintenance schedule for your vehicle, a transmission fluid and filter change is required every ******* miles. Additionally, I noticed that your policy has been cancelled. As a result, we can offer a pro-rata refund for the unused portion of the policy. We understand this may not be the outcome you were hoping for, and we appreciate your understanding.

  Best regards,

  Ox Car Care

• Initial Complaint

  Date:07/10/2025

  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.

  On April 30, 2025, my 2019 **** Fusion experienced a transmission failure and was taken to a licensed repair facility. I immediately opened a claim with Ox Car Care under my extended vehicle service agreement. Although the repair was approved, ******* did not issue payment to the mechanic until June 23, 2025 nearly two months ******** a result of the delay caused solely by Ox Cares administrative handling, my vehicle was unavailable to me for over 50 days. During this time, I had no choice but to rent a car at my own expense, totaling $3,510.83. I submitted a reimbursement claim and supporting documentation (rental receipts, repair invoice, and contract highlighting coverage terms), but I have since been told I will only be reimbursed $30/day for 6 days a mere $180 due to internal policy ********* contract clearly states on Page 13, Section 2 that The provisions for car rental and towing shall apply so long as the breakdown or failure is covered by this agreement. This breakdown was covered, and the extended delay was not due to parts or availability, but Ox Car Cares late payment to the repair facility. Their mishandling directly caused me financial harm, and the limited reimbursement offered is unacceptable.I am requesting full rental reimbursement in accordance with my contract and a prompt resolution of this issue.

  

  Business Response

  Date: 07/11/2025

  Hello,

  
  Thank you for reaching out. According to the terms outlined in your service agreement, a reimbursement of $180.00 has been approved and is currently scheduled for processing. If you would like to discuss this further, please contact our claims manager directly via email: ******************************** . 

  
  We appreciate your understanding,
  Ox Car Care

  Customer Answer

  Date: 07/12/2025

  I am writing to formally request full reimbursement for the rental charges incurred due to a delay in claim processing on Ox Car Care's part. My rental period lasted 54 days, but the delay in finalizing my claim directly caused an extension beyond what was necessary.
  My vehicle was ready for pickup on June 14, 2025, as confirmed by my mechanic. I was prepared and had even scheduled to return the rental on that day. However, I was informed by my mechanic that Ox Car Care was unable to process the payment for my repair because your system was down. I received no communication from your company regarding this issue.
  The payment was ultimately processed on June 23, 2025, nearly 10 days after my vehicle was ready. This delaycaused entirely by internal issues on your endresulted in unnecessary rental charges that I should not be responsible for.
  This lack of communication and delayed payment constitutes poor business practice and has caused me both financial loss and inconvenience. I request to be reimbursed for the additional rental days between June 14 and June 23 that were incurred solely due to your internal error.

  

  Business Response

  Date: 07/25/2025

  Hello,

  Thank you for reaching out. After a thorough review of your file with our claims manager, we can confirm that no further reimbursement can be offered at this time. As outlined in your contract, rental reimbursement is capped at $150 and is only applicable when the covered repair exceeds eight (8) hours of labor. This limitation applies regardless of repair duration, administrative processing, or vehicle availability. We regret any inconvenience this may cause; however, we are not responsible for any expenses beyond what is stated in your agreement. The amount already reimbursed$30 above the contractual limitrepresents the full extent of the coverage provided under your plan.

  We appreciate your understanding,

  Ox Car Care