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:03/03/2025

  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 a warranty on my vehicles from Ox Car Care. I had an issue with 1 of my vehicles. My claim was denied due to the part not being covered. I pay and get that fixed just to have my transmission go on the vehicle. I took my car to the shop and submitted all the paperwork needed. I purchased the car last year and the car had great service records. ** also offers rental car service, but of course that too I was denied. My car was at the shop for nearly 2 weeks before a decision. I finally got a decision saying I was denied due to lack of maintenance. I got the oil changed at ****** miles instead of the RECOMMENDED *****. My mechanic said one has nothing to do with the other. I am asking them to fix my car because that's what the agreement is. I had to pay for my first tow because the emergency roadside didn't have my contract.

  

  Business Response

  Date: 03/05/2025

  Hello Ms. ********

  I am having the claims manager re-review your claim.
  

  
  

  Customer Answer

  Date: 03/05/2025

  The resolution needed is for my car to be repaired. 

  

  Business Response

  Date: 03/07/2025

  ** understands this your request, nonetheless, there is a process and a re-review is needed.
  

  Customer Answer

  Date: 03/13/2025

  I called Ox Car Care to check on the review and there was nothing in the computer that said my claim was being looked at. This is a ploy, I think, to make me close the case. If I was wrong I would drop it, but I'm not and this company needs to stand by their product. A re review can take months even years,  how long should I be waiting because actually my car has been down for several months. What is the time frame?

• Initial Complaint

  Date:03/01/2025

  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 agreed to a contract with Ox Car Care on Jan 24, 2024 (see attached). I paid $4184.00. I decided to cancel the contract in early November of 2024. I read the contract and on page 10 under CANCELLATION paragraph 2, it states that if you cancel after 60 days you receive 90% of what you paid which should be $3722.00. I completed the prescription of the contract and submitted it via Certified mail on Nov 7, 2024 (see attached). Ox Car Care acknowledged receipt on Nov 12, 2024 (see certified mail receipt), and acknowledged cancellation on Nov 18, 2024 via email (see attached). After talking to a *** on Nov 18, 2024, I was told to expect a refund on or about Jan 1, 2025. On Jan 7, 2025, I asked about the refund and was told to expect a refund in no less than 25 business days. After the aforementioned timeframe, I called Ox Car Care again, was told they are still processing my refund and the Finance needs 30 days to review!?! It has been over 3 months since Ox Car Care acknowledged the cancellation, so I am asking to BBB to help me quickly resolve this issue.

  

  Business Response

  Date: 03/03/2025

  Hello ****,

  Thank you for your response, I would like to make it clear that Ox Car Care, **** is not keeping any monies that are due to you. Typically we try to issue refunds within the 45 business days but we do fall short at times.

  Ox follows the refund guidelines set by the ********************************* (SCIC), and under Florida Statue *******. Once the check has been issued, we will send you a **** tracking number and copy of the check.
  

  
  

  Customer Answer

  Date: 03/12/2025

  I reject the notion that I should just relax and be patient.  They admit their failure in that it normally takes 45 business days to provide a refund, it has been over 80 business days.  I believe any reputable business, having a customer bring such an egregious error to their attention would now prioritize payment processing rather than providing such a lame response.  Certainly, every business doesn't get everything right but good businesses that care about their customers seek to rectify issues not just shrug their shoulders and basically respond "Oh well".  What I would like to see happen is Ox Car Care expedite my refund and have it sent overnight within the week.  It has been doubled their admitted processing time.  If I had been 80 days late making a payment to them, they would be threatening collection action!  Treat customers like you want to be treated when it is time to pay.

  

  Business Response

  Date: 03/13/2025

  Thank you for your response **** and *****,

  Firstly, I never stated in my response that you "just relax" as you mention, I do agree with you that this matter should be taken care of in a timely fashion. However, in accordance with your states law and refund regulation, Ox Car Care, **** is not in violation of any error. As stated previously, Ox follows the refund guidelines set by the Service Contract Industry Counsel (SCIC), and under Florida Statue *******. We have no intention of keeping your refund, Finance will be processing the matter.

  If you feel that my response is "lame", I am sorry, that is not my intention, I am simply notifying you on the policies that Ox is bound too.
  

  I will forward your complaint once again to finance.
  

  Thank you
  
  

  
  

• Initial Complaint

  Date:02/26/2025

  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 is a scam. We have been paying premiums for 2 years. This is now the second time we filed a claim and this is now the second claim denied. ******** company with horrible service.

  

  Business Response

  Date: 03/03/2025

  Hello ****

  Thank you for your complaint, I looked in your profile notes and saw that on 2/27 you decided to keep the policy. Please advise if this is true and if not please let me know so I can proceed with the cancellation and pro-rata refund.
  

  
  

• Initial Complaint

  Date:02/26/2025

  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 contacted Ox Car Care to receive a quote regarding getting added coverage for my vehicle upon gaining information I was advised that I would need to put down a $75 deposit which would be REFUNDABLE according to the representative that assisted me if I decided to cancel due to no longer being satisfied with the services that the company provided. I did cancel the service because I was quoted one price monthly of $110 but yet they tried to charge me for $191 a month. I called and cancelled the services and even sent an email to the cancellation department to cancel and asking when will my account be refunded the deposit? I did not hear back from the company nor anyone in the cancellation department stating when my funds will be returned. They stated that the calls are recorded so they can pull the audio of the representative stating the deposit is refundable, yet they are withholding funds that have not been sent back to me. If they did this to me how many other customers deposits are they not refunding back to them.

  

  Business Response

  Date: 02/26/2025

  Hello Ms. *******

  Thank you for notifying me of this, you are correct. You are correct, and I will speak to customer service on this matter. I have since refunded your 99 dollars.

  
  

• Initial Complaint

  Date:02/25/2025

  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 02/08/2025, at 4:30 pm, I spoke with ******* ******* regarding an extended warranty for my vehicle. He explained the coverage and I paid the $99 activation fee. On 02/09/2025, at 12:12 pm, I sent an email to cancel the coverage. On 02/10/2025, at 9:45 am, I spoke with ******** Supervisor of the *********************************** to confirm my cancellation. At this time, I was told that my $99 activation fee was non-refundable. I told ******* that Mr. ******* did not inform me prior to the transaction that the $99 was non-refundable. She stated that she would escalate my request to upper management for my refund and to check back in 48 hours.On 02/13/2025, at 11:00 am, I spoke with *** to have my recorded phone call reviewed. He stated that my request would be forwarded to the ** analysis who had access to the phone calls. He would call me back in 48 hours.On 02/19/2025, at 11:53 am, I spoke with ***** who confirmed that the recording was reviewed, and Mr. ******* DID NOT inform me that the $99 activation fee was not refundable prior to the transaction being ******* a consumer, I should have been informed that the $99 activation fee was non-refundable prior to the transaction.

  

  Business Response

  Date: 02/26/2025

  Hello Mr. *******

  Typically the motorclub products are non-refundable when it comes to down payments as that is a processing fee. However, I reviewed your call and there was no mention of that to you on the phone. I have since refunded the 99 dollars for the down payment. I hope this satisfies your request.
  

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  I BOUGHT THE SERVICE PLAN IN JANUARY OF 2024 THEN FOUND OUT I ALREADY HAD AAA AND DID NOT NEED IT. I CALLED TO CANCEL, AND RECEIVED AN ***** STATING IT WAS CANCELLED BUT NEVER RECEIVED THE MONEY BACK. THE ***** CAME IN ON JAN 15, 2024, AND I STILL HAVE NOT RECEIVED ANY MONEY REGARDLESS OF COUNTLESS CALLS THAT I HAVE MADE. I WANT MY FUNDS BACK ASAP OR I WILL OFILE A LAWSUIT FOR THE $200.00 PLUS INTEREST AND THE TIME THAT I HAVE INVESTED IN ALL THIS. IT MAKES NO SENSE TO CANCEL THE POLICY AND NOT GIVE ME BACK MY MONEY FOR OVER A YEAR!! WORD OF MOUTH CAN MAKE OR BREAK A COMPANY....

  

  Business Response

  Date: 02/25/2025

  Hello *** *******, 

  You purchased the policy on 12/9/2023 and cancelled on 1/15/2024. This falls out of our 30 day money back guarantee, Nonetheless I will speak to my manager and see if finance will be able to make an exception on the matter. I will be in-touch via the BBB.

   

  
  

  Customer Answer

  Date: 02/25/2025

  no I don't that's right I beat 30 days and all I want is my money back

  

  Business Response

  Date: 02/26/2025

  Hello ****

  Thank you for confirming, I am speaking with my manager and I should have a reply to you no later than Friday of this week.
  

  
  

  Customer Answer

  Date: 03/01/2025

  I really don't understand what is being said I really just want my money back I ***** being calling  and calling them and all they say is that they were going to send me my money and now a year later and they haven't done anything yet 

  

  Business Response

  Date: 04/17/2025

  Ox in good faith has been trying to get a hold of the customer to obtain a credit card that we can refund. The current one ending in 4098 is being declined. If he feels comfortable, I can personally assist him in the refund. If he doesn't feel comfortable, we can send him a check in the mail.
  

  Please advise what action he would like to take.

  Customer Answer

  Date: 04/22/2025

  
  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:02/21/2025

  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.

  Ox Car Care sold me a policy that they should not have sold me. I was unaware of that until I went to put a claim on mytruck and just as soon as I try to put a claim on my truck, they told me they was gonna have to cancel me because my truck had too many miles on it when they already sold me a policy, knowing what the mileage was on my truck Now they wont reimburse my money. They keep giving me the runaround. Its been over two months. I cant get anybody to talk to me there. They keep giving me an answer like theres nobody in financial. I cant get in touch with finances. Ive been getting this every time I call them. I need help getting my money back because I gave them $100 down and I was paying him $148 a month and I paid them that for three months and just soon as I go to put a claim on my truck, they canceled me for a reason that is absurd when they already sold me policy knowing I had ******* miles in my truck and then I go to put a claim on my truck because my transmission went out they canceled policy because they said I have too many miles and they never shouldve sold me the policy in the first place. I really need help getting my money back.

  

  Business Response

  Date: 02/25/2025

  Hello Mr. ********

  Thank you for your complaint. However, we have you on a recorded line dated 9/17/2024 confirming the mileage at *******. When you stated the number, you did not say this was approximate or that you have to further check. ** sales agents take these response from customers as material fact to find what coverage the customer would qualify for. Since you never mentioned this was approximate or you had to further check Ox went based on what you mentioned. 

  No refund will be given as this is a material breach on the customer end and not a breach by *********************** ****
  

  
  

  Customer Answer

  Date: 02/25/2025

  I originally told them ******* miles because I wasnt at my truck and I wasnt sure of the mileage when I bought the plan. It was after midnight and I just saw their commercial on TV so I went ahead and bought their plan now I told the *** that I was buying the plan that I wasnt sure the mileage that I would call them back the next day and I did. I called them back the next day and I told them that the mileage on the truck was ******* miles on the truck. It was not ******* miles now they have a recording of that and the *** said OK let me update it so he updated it to ******* miles my plan was still active. They still took my money. Everything was fine. I called back a few times after that to make sure that my mileage has been updated to ******* miles and each time they guaranteed me that my mileage was updated and my plan was still in effect now when it come time for me to put a claim on it thats whenever they told me I had too many miles and they never shouldve sold me the policy in the first place so have them give you all of the recordings because its not just that one recording it is a lot of recordings where I called in to make sure that my mileage was updated and I called in the very next day after telling the *** originally that I wasnt sure that it was ******* miles so nobodys trying to do anybody I called back the next day and made the mileage change now they have called me recently since then and they have asked me if I got my return back if I got my refund back and I told him no I got name of ********* and financing called me back and asked me if I got my return back and I said no I hadnt got my refund back. He said I didnt go back to your card. I said no it didnt go back to my card. He said well let me get back to you and thats the last Ive heard from them. 

  

  Business Response

  Date: 02/26/2025

  Sir,

  Respectfully, you said the 179k with confidence and no hesitation. There was no follow up from you on the recorded line stating that you were not at your truck or you needed to amend the statement of mileage. Again this is a material breach on your end and Ox will not be issuing a refund. ** did not have any reason not to believe you at the time of sale.
  

  
  

  Customer Answer

  Date: 03/05/2025

  there was a follow up phone call of the actual mileage the very next day theyre lying and they just dont wanna refund my money. I dont know what else to do but I know I called them the very next day and they had a contract for me under the new mileage of ******* miles. They dont want to disclose that information because they dont wanna pay me back.

• Initial Complaint

  Date:02/18/2025

  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 have paid for the platinum coverage for my 2013 Range Rover Sport. I have paid Ox Car care $1,796.61 in premiums so far and my first and only claim for engine components was immediately denied. I called Ox Car Care regarding the denial to cancel my claim because the premiums I have paid more than triple the cost of the repair needed. I got pushed through 3 representatives all who would not give me the information to cancel my policy. After an hour long call of waiting and everyone trying to tell me not to cancel someone finally told me I need to send an email and I would immediately get a do not reply response stating it will be worked on. The email was [email protected]. I sent the email and never got any response. I read through the fine print in the contract that I can mail in a request but they do not provide an address, and the fine print also states if I just cancel my payments they will keep all the extra money I paid ~ $1,100. As of right now there is no way for me to cancel my policy and the representative who initially told me I can just call and cancel when I signed up clearly lied about the process.

• Initial Complaint

  Date:02/18/2025

  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 called ************ on the 23rd of November 2024 because my 2010 F150 had just been taking into the shop due to an issue with the rear end making noise. The shop said the rear end needed to be replaced, since my truck is covered with Ox and the rear end is part of the covered items I called and was told it would take 5 to 10 business days to hear back. After waiting 2 weeks and not hearing anything I started calling and was told there was nothing I could do but wait cause the Adjuster would reach out when he was finished. I called several times a week only to be told there was no way to talk with any that could help me, or that a supervisor would call me back but no one ever did. Finally I was told the repair was approved and that an email would be sent out with the information. Four days later one still hadnt come through but after several more calls it finally did. The repair shop and I reviewed the email and found out the Ox only authorized replacement of the bad rear end with a used one that has ***** less miles then mine not a new one that would have a warranty. Not only that but wouldnt allow for the repair shop to mark the part up or allow for shipping or changing out the fluids which would be mandatory if you were going to even consider using a used part. When I called and asked about this I was asked if the shop was refusing to accept their offer and if so my only option would then be to take my truck to any shop, pay the storage fees incurred while waiting in Ox to make its mind up, and go though this whole ordeal again! As a disabled Veteran on a limited income not only can I not afford this but I wont put up with this anymore nor will I stand by and let any other fellow veterans to be taken advantage of in this manner.

  

  Business Response

  Date: 02/20/2025

  Hello ****

  Thank you for contacting the BBB regarding your issue. Claims has extensively reviewed this claim, and we did not deny it. Your repair shop refused to use the part we offered, and ** did not breach its duty to you. Per the policy, Under Limits of Liability/ Coverage of all Replacement Parts, the policy states: Replacement of Parts and, in particular, specific automotive Units, such as engines, transmissions, differentials assemblies, and other components, maybe by the use of other than new parts. Any such parts will be covered under the terms and conditions for this Agreement's remaining term and/or mileage as shown on the reverse hereof.
  
  Furthermore, the part that is in question has a warranty in case it malfunctions. The Third-Party vendor we use for sourcing used parts has such a warranty, and we have used this company since we have been administrators. Nonetheless, if you would like a new part, we understand this. However, you would be responsible for the remaining labor and the cost of the part.
  

  
  

  Customer Answer

  Date: 02/24/2025

  I do not accept as resolved. I never stated ** denied the claim reread my message. I stated that after months of giving me and the shop the run around that OX only allowed in their quote a used part from a source not known to the shop. Not only not known but would take considerable more effort and time to receive the part. the OX quote failed to price out any of the other parts and fluids that are needed to replace the rear end the adjuster never reached out to the shop to understand the parts needed to complete the job or why the original estimate was more than double what you approved. ** has not allowed in their so called approval for any mark up on this one single part of many needed to complete this job to cover the shop sourcing ship and receiving said parts. A very standard practice in vehicle repair shops due to companies like yours forcing them to jump through hoops to get the parts you deemed approved. the approval sent gave me 60 days to complete the work, insane when you are refusing to pay the cost of all parts associated with the breakdown. As a disabled vet on a limited income that choose OX for what you promised me fast friendly easy transactions. I cant afford the difference;  shouldnt have to your adjuster needs to follow up with the shop **** get a complete list of parts as the line item from the shops says parts not part! Once you have the updated parts list then I expect to have an updated approval letter emailed. At this point the shop is expecting some sort of payment for lot fees the truck has been sitting on their property waiting on you. please kindly extend more than 60 days to complete the required work to allow for shipping and scheduling. I am running around waiting on you to do the right thing for well over 3 months extend the same the same timeline to customers that you expect us to give. I am without my vehicle with no forward movement. *.*******

  

  Business Response

  Date: 02/25/2025

  Hello ****

  Thank you for your further explanation, but as I stated in my prior response. Your repair is subjected to the terms and condition of the agreement, ** has followed that agreement and the approval first stated stands.
  

  
  

  Customer Answer

  Date: 02/26/2025

  Sir,

  Please supply the terms in writing. I have asked several times for this information with no responses from your team. In addition your response and the approval is in direct contradiction to OXs sale pitch and the promises of coverage that was sold to me. I changed companies to do business with **, they promised me quick, easy, full covered claims. I am pretty sure I pay for the platinum plan and it covers: all internal lubricated parts in the drive axle, axle shafts, differential cover, universal joints and yokes, constant velocity and double offset joints, wheel bearings, drive shafts, drive shaft center bearing, locking hub mechanism. The seals and gaskets that are required to be replaced in conjunction with the repair of a covered component, coverage will be extended to include said seals and gaskets. Please tell me how your reply or stance begins to rectify the issue or cover all parts needed to repair the vehicle as per our service agreement.

  ******* *******

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service 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 been dealing with this business owing me since October 2024, I cancelled my contract after not receiving the services that I was promised under their contract. I have made multiple attempts to communicate with this business with no resolution, they sent me a check which took several months for them to send, hat was expired when I took it to the bank, when I called the business I was told to send it back, and they never sent another.

  

  Business Response

  Date: 02/19/2025

  Hello Ms. *****

  I have followed up with finance and the check was mailed on in November of last year, I will follow up with finance to see if we can re issues the check. Note it wont be for 107, the amount is limited to at most **************************************** the policy.