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:10/29/2025

  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 8/15/25, I cancelled the Axiom Service (see attached Axiom Cancellation Report), which was actually initiated the day after buying the service on 7/23/25. The dealership did not submit the cancellation until 8/15/25. As of today (10/29/25), I have not heard anything about refund to my GM Financial account-- and have been paying interest on a product that was cancelled and not utilizing. This has been a very frustrating process as when I call GM Financial, the dealership, ad Axiom and I get conflicting information. I want this resolved ASAP. ****** *******
  ************- cell

  

  Business Response

  Date: 11/03/2025

  Axiom Product
  Administration Inc. (“Axiom”) is in receipt of your complaint. Axiom processed your
  cancellation request and sent its portion of the refund to the selling dealer
  via ACH on or about October 31, 2025 for the dealer to combine Axiom’s portion
  with the dealer’s portion and issue the remaining refund. Thank you for the
  opportunity to address this concern. 

• Initial Complaint

  Date:10/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Axiom Product Administration, ***** administrator of my AAA Vehicle Protection Plan (Contract No. NRSSUBAPD4CBM8E), for bad-faith cancellation, deliberate misrepresentation of contract terms, and refusal to engage in good-faith resolution.On October 17, 2025, Axiom accepted full payment for a Gold-Level Vehicle Protection Plan, issued a valid contract number, and confirmed active coverage. Less than 48 hours later, Axiom unilaterally voided the contract citing an irrelevant, expired Platinum plan that had already reached its contractual liability limit months prior.That justification is fabricated. The governing agreement (MO-DTC-VSC-NR-A 1/23) contains no clause, condition, or eligibility restriction that bars a prior policyholder from purchasing a new plan after a previous term has expired. I demanded Axiom identify any such clause. They have repeatedly failed to do so because none exists.This cancellation is extra-contractual and executed in bad faith, violating established legal duties of fair dealing, contractual integrity, and consumer protection. Once Axiom accepted my payment and issued a contract ID, it entered into a binding agreement. A subsequent cancellation, absent cause permitted by the contract, is a material breach and misrepresentation of contractual rights.Under the plain language of the agreement:The Limits of Liability clause applies only to the current contract term.The Cancellation by Us clause allows termination only for non-payment, material misrepresentation, or breach of duty none of which apply.The Subscription terms confirm that renewal or new purchase is permitted unless the consumer elects cancellation.Axioms reliance on an expired contract to justify canceling a new one is indefensible, unsupported by the written agreement, and constitutes a pattern of deceptive and unconscionable business practices.

  

  Business Response

  Date: 11/03/2025

  Axiom Product Administration **** (Axiom) is in receipt of your complaint.  You previously had a subscription contract on your vehicle. The paid claims on said contract reached the limit of liability. You then attempted to purchase another subscription contract on the same vehicle. Within 48 hours, Axiom identified this purchase and completely refunded your payment amount as Axiom will not provide continued coverage when you already exceeded the limit of liability on the same vehicle. 

  Customer Answer

  Date: 11/04/2025

  Complaint: 24070750
  
  Complaint No.: 24070750
  Complainant: ****** *****
  Respondent: Axiom Product Administration, Inc.
  
  
  To Whom It May Concern,
  
  I hereby respond to the businesss submission and formally reject Axiom Product Administration, Inc.s position, as their response fails to provide any contractual or legal justification for their actions. Accordingly, I am preparing to escalate this matter to the fullest extent permitted under applicable state and local law.
  
  
  Axiom continues to assertwithout any supporting contractual languagethat I am not eligible to purchase a second vehicle service contract because I previously reached the limit of liability under a prior agreement. This claim is categorically false and unsupported by the governing contract. The Limits of Liability provision cited by Axiom applies only to the specific term and coverage limits of the individual agreement then in effect. It does not, in any way, restrict the purchase of future or subsequent contracts on the same vehicle.
  
  
  Axiom has been repeatedly requested to produce the exact contractual clause that bars a customer from entering into a new service agreement after exceeding the prior liability limit. They have been unable to do sobecause such a provision does not exist. Continuing to assert a non-existent contractual restriction constitutes a material misrepresentation, and may rise to the level of a deceptive business practice under applicable consumer protection statutes.
  
  
  Further, Axiom initially accepted my lawful payment for a new service contract, only to reverse course within 48 hours and unilaterally issue a refund based on a supposed policy that cannot be substantiated. This conduct not only reflects bad faith but constitutes a breach of contract and a direct violation of consumer protection principles.
  
  
  It should be noted that Axiom serves as the administrator for the *** Extended Warranty program, under whose branding the original contract was solicited and executed. Under well-established principles of agency law, *** may be held jointly liable for Axioms actions. If Axiom continues to refuse accountability, *** will be named as a co-respondent in forthcoming complaints, mediations, and any civil proceedings.
  
  
  Upon exhaustion of administrative remedies, I will initiate formal mediation through Fairfax County ************************* naming both Axiom Product Administration and *** Extended Warranty as respondents for breach of contract, deceptive business practices, and unjust denial of services. Should mediation fail, I am prepared to pursue full civil remedies under the **************************** Act (VCPA) and any other applicable statutes, seeking damages, statutory penalties, and injunctive relief.
  
  
  Axiom has one final opportunity to resolve this matter amicably and in good faith by either:
  
  
  Producing the contractual clause they are relying upon to deny the new service contract, or
  Reinstating and honoring the service contract that I lawfully purchased.
  
  
  
  
  Absent either of the above actions, this matter will advance without further courtesy notice. Additionally, it is Axioms legal responsibility to ensure that *** is fully informed of this dispute before litigation is initiated. I am prepared to seek up to $10,000 in damages attributable to Axioms unlawful cancellation of the contract.
  
  
  Sincerely,
  ****** *****
  
  

  

  Business Response

  Date: 11/12/2025

  Thank you for your continued correspondence. After careful review,Axioms position remains unchanged from our initial response.
  As part of Axioms standard business practices, we are unable to provide continued coverage or issue a new contract on a vehicle that has already reached or exceeded the limit of liability under a previous agreement. 

• Initial Complaint

  Date:10/21/2025

  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.

  So, my spouse and I got the repair insurance after we paid to have a coolant issue repair for $275. Soon after we signed up, on the way to ******* from *********, WA the head gasket over heated, and warped the engine, which caused piston damage and rust. After an engine tear down, two inspectors that confirmed the truck needs a new engine, Axiom claims the repairs are not covered by contract. Complete lie according to the contract we signed with them. Our only vehicle has been in this repair shop for months now, and caused my spouse to loose his job due to a lack of transportation to and from his job sites. We have paid every month, on time, for this insurance. Even as our vehicle remains in a shop thats ******************************** *********, **.

  

  Business Response

  Date: 10/28/2025

  Axiom Product Administration **** (Axiom) is in receipt of your complaint.
  
  On or about August 28, 2025, the repair facility contacted Axiom and initiated a claim to address your vehicle overheating.
  

  On or about September 3, 2025, the repair facility provided a worst-case scenario repair estimate as they were unsure how far the damage was without taking the engine apart.  
  

  On or about September 5, 2025, an inspection was performed by an independent third-party inspector.   The inspector noted there were signs of coolant in the combustion chamber, but no immediate signs of overheating.  The inspector advised further diagnostic would need to be performed.
  

  On or about September 15, 2025, Axiom advised the repair facility of the inspectors findings and advised of the possible contract exclusion under Section G.Exclusions, paragraph 9 which states, ANY BREAKDOWN CAUSED BY CONTAMINATION,OVERHEATING, THE LACK OF COOLANTS/LUBRICANTS, SLUDGE, OR RESTRICTED OIL FLOW. Axiom advised the repair facility that the next step would be to obtain the customersapproval for teardown to provide a complete diagnosis to understand the cause of the failure and extent of the damage.
  

  On or about September 29, 2025, the repair facility advised they had performed teardown and had sent Axiom a video for review.
  

  On or about September 30, 2025, Axiom contacted the repair facility to review the video.The repair facility stated the head gasket had failed, and the video illustrated this evidence. Upon review of the video, Axiom determined that the teardown was not far enough to determine the cause of failure or extent of damage.
  

  On or about October 8, 2025, the repair facility advised that teardown was complete, and they found warpage to the cylinder head and block, indicating that the engine overheated.
  

  On or about October 17, 2025, a second inspection was performed by an independent third-party inspector. The inspector verified the warpage and confirmed that the proper repair was to replace the engine.
  

  On or about October 28, 2025, Axiom advised the repair facility that overheating is not covered under the contract per exclusion 9 listed above; however, the head gasket and teardown costs are covered.  Axiom has authorized the head gasket parts and labor in the amount of $2,520.50.
  

  While reviewing your claim, Axiom noticed you have not utilized your rental car or alternative transportation reimbursement benefit under ******************** Benefits, paragraph 2.  If you would like to utilize this benefit, please provide Axiom with a copy of your receipt(s)for processing.  

• Initial Complaint

  Date:09/19/2025

  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 2021 ********** Atlas in February 2025, along with an extended warranty through Axiome Warranty Company. Since that time, my experience has been nothing short of frustrating and **************** vehicle has been at the ********** dealership repair shop for over three months due to serious issues with the head gaskets. The engineers at **********, who built the vehicle and are most qualified to diagnose it, confirmed that the entire head gasket must be replaced. The failure is causing my vehicle to jerk, lose acceleration, and creates a major safety hazardespecially since I drive with my three autistic children in the car.Despite this, Axiome Warranty has refused to authorize the necessary repair. As a result, I have been forced to continue paying a monthly car note on a vehicle that I cannot drive. At this point, I am already out over $2,000 in costs because the company has declined coverage.I purchased this warranty in good faith, believing it would protect me in situations exactly like this. What is the purpose of a warranty if it does not cover major mechanical issues verified by the manufacturers own engineers? Their refusal to honor coverage feels deceptive and like a scam.I am requesting that Axiome Warranty Company:1.Immediately approve the necessary repair for my ********** Atlas.2.Reimburse me for the out-of-pocket expenses I have incurred due to their refusal to cover this repair.If the company continues to refuse, my next step will be to pursue legal action with an attorney. No consumer should be left paying for both a warranty and a car loan while being denied safe, drivable transportation.Desired Outcome:Authorization and payment for the repair as recommended by ********** engineers.Reimbursement for financial losses already incurred due to their refusal to cover.

  

  Business Response

  Date: 09/26/2025

  Axiom Product Administration **** (Axiom) is in receipt of your complaint.

  On or about June 24, 2025, a claim was started to address the check engine light illuminating on the customers 2021 ********** Atlas SE (Vehicle).

  On or about June 25, 2025, an inspection was performed by an independent third-party inspector. The repair facility was unable to demonstrate failure during the inspection. It was discovered during the inspection that the Vehicle had aftermarket ignition coils and spark plugs installed. The repair facility advised their first step would be to install factory ignition coils and factory spark plugs and perform more diagnostics.

  On or about June 25, 2025, the repair facility contacted the customer to obtain authorization to replace the aftermarket ignition coils and to perform decarbonization of the valves.

  On or about June 27, 2025, a second inspection was performed by an independent third-party inspector. The repair facility did not demonstrate a failure.

  On or about July 10, 2025, the repair facility advised Axiom that the customer authorized the replacement of aftermarket ignition coil as well as the decarbonization of the valves. The repair facility further advised, after performing these services, the Vehicle still has remaining injection codes.

  On or about July 11, 2025, a third inspection was performed by an independent third-party inspector. The inspector verified misfires are present and the condition is consistent with injector failure. Misfires were shown on cylinders 2, 3, and 4. There were no other failures demonstrated.

  On or about July 16, 2025, Axiom authorized replacement of the fuel injectors.

  On or about July 25, 2025, the repair facility opened a tech line case with the ** hotline resulting in ** recommending a cylinder head replacement.

  On or about August 1, 2025, the repair facility advised Axiom that the vehicle runs better since replacing the fuel injectors, but the problem is not fixed, and the ** engineer hotline recommends cylinder head replacement.

  On or about August 5, 2025, a fourth inspection was performed by an independent third-party inspector. The inspectors findings at the time of the inspection are consistent with an internal engine failure; however, due to the fully assembled state of the vehicle, further teardown and diagnosis are needed to verify the cause of the cylinder #2 misfire demonstrated, the extent of the damage, and the necessary repairs.

  On or about August 7, 2025, Axiom advised the repair facility that customer authorization for tear down to the point of failure to demonstrate the part failure is needed.

  On or about August 18, 2025, the repair facility advised Axiom that the ** engineers noted that the shop would not be able to show the failure of the cylinder head even though they recommend the part be replaced.

  On or about August 29, 2025, Axiom contacted the repair facility and advised that since they have not demonstrated a failure to the cylinder head, Axiom is requesting they obtain the customers authorization for tear down to the point of failure in order to determine the root cause of the issue. Under section How to Make a Claim, paragraph four on page five of the contract: Provide []tear down authorization[] when requested by the Administrator, so that the Dealer/Repair Facility can provide an accurate diagnosis and repair estimate. You will be responsible for any charges associated with the tear down, if it is determined that the Breakdown is not a *************** under this Limited Warranty.

  On or about September 19, 2025, the repair facility contacted Axiom and advised they would not be able to demonstrate a failure of the cylinder head without tear down and they would not seek this approval from the customer.Further advising, they are concerned that the tear down will result in the issue not being a covered part and the customer being responsible for the out-of-pocket expense of the tear down. 

  On or about September 22, 2025, Axiom advised the repair facility we would need customer authorization to tear down to the point of failure to determine the root cause.

  On or about September 23, 2025, Axiom left a voicemail with the repair facility to follow up on tear down authorization.

  On or about September 24, 2025, the customer called **********************. ********************** advised the customer that the repair facility is unable to determine a failure and that tear down to the point of failure would be needed to determine the root cause. 

  Customer Answer

  Date: 09/29/2025

  Complaint: 23910371
  
  I have reviewed the business' response and am rejecting it because: Attorneys are now involved and I will no longer be dealing with this matter on my own as it's very unethical. You can not see a heart beating outside of a body when performing surgery, the heart requires electricty. How would you know if the engine heads are failing with no electricty. SEE YOU AT COURT 
  
  
  
  Sincerely,
  
  Antrel Cherry

  

  Business Response

  Date: 10/07/2025

  Since the repair facility is unable to demonstrate a failure, Axiom is requesting the customer authorize tear down to the point of failure to determine the root cause of the problem. 
  

• Initial Complaint

  Date:08/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/05/2025

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

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/22/2025

  Axiom has received your complaint regarding the cancellation of your *************** Contract on your 2014 **** Escape. The standard cancellation process is for Axiom to send its portion of the refund to the selling dealership, who then combines their portion of the refund with Axioms portion and sends the full refund to the customer. ********************** received the cancellation paperwork on July 15, 2025 and processed and mailed Axioms portion of the refund to **** of Colombus on July 17, 2025 via **** tracking number ********************** to combine with their portion of the refund and issue you the full refund.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/20/2025

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

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

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

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/23/2025

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

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/08/2025

  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.

  9/30/24purchased a car from Totowa ******* dealership and as part of my financial application a car loan was obtained from ********. As a line item in this purchase was $795 for Gap Insurance. On March 3, 2025 the car was paid off through a mortgage refinance and the check was given toM&T bank on March 3. In trying to recoup the GapInsurance I have been thrown into a circle of non-productive calls between the Totowa ****** car dealership, M&T Bank and Axiom Products Administration LLC. One company refers me to the other and none have accepted the responsibility of returning my Gap Insurance refund. The ******** said the car dealership used their own Gap Insurance by taking it through Axiom Products Administration LLC and it makes them responsible for my refund. Axiom stated today the refund should come from the bank. The Axiom agent said their refunds usually go directly back to car dealers and they could offer no confirmation or contact name so I could followed up with tracking my refund, They referred me back to the bank. My complaint is their lack of concern for customers or their refund, they stated a check, if issued, will go back to the car dealership without a contact person I can follow up with to get my refund. Its been over a month and I am still no further in getting my refund of the Gap Insurance only used 6 months. After all these phone calls I am still unsure if Axiom is returning my Gap Insurance fee or not.

  

  Business Response

  Date: 04/16/2025

  Axiom has received your complaint regarding the cancellation of your Guaranteed Asset Protection coverage (GAP). Axiom requires three to four weeks to process cancellation refunds.  The standard cancellation process is for Axiom to send its portion of the refund to the selling dealership, who then combines their portion of the refund with Axioms portion and sends the full refund to the customer. ********************** cancelled and mailed its portion of your GAP refund to Route 46 ****** on April 14, 2025. The refund was sent via **************************** with tracking number 9470130109355006675359.