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:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/23/2024

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

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

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

  Customer Answer

  Date: 07/24/2024

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

  

  Business Response

  Date: 07/30/2024

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

  Customer Answer

  Date: 07/30/2024

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

• Initial Complaint

  Date:07/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/09/2024

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

  Customer Answer

  Date: 07/15/2024

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

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/09/2024

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

  Customer Answer

  Date: 07/09/2024

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

  

  Business Response

  Date: 07/31/2024

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

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/22/2024

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

• Initial Complaint

  Date:04/24/2024

  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.

  ********************* and I purchased a 2018 **** Escape from ***************** in July 2021. We purchased an Axiom *************** Contract with the vehicle. On 1/17/24 while driving the vehicle approx. 1 block from our home, the car started to malfunction. ***************** the vehicle in our driveway because he suspected it was the transmission. No indicator lights came on. We called for a tow to ************* and it was towed that night. On 1/18/24 ************* contacted Axiom to start the claim. Axiom sent an investigator and requested freeze frame data. According to the data, the check engine light came on and the vehicle continued to be driven for 31 miles. We deny that the check engine light came on and believe there may have been an indicator malfunction, but there is no way to determine this. Nevertheless, Axiom states that 31 miles is too many miles to drive after the check engine light is engaged and have claimed that a section of the contract that states that if the oil warning light/gauge is on, then we must pull over immediately and shut the engine down. No report has shown that the oil light was on. They also claim that there was a lack of lubrication that caused the breakdown. We were unaware of the leak and provided proof that we had an oil change done on 12/07/23 by ************* that makes no mention of any leaks. Further, the inspection report provided by Axiom states that the inspector believes "this failure was not due to abuse or negligence". Axiom's denial letter is contrary to the evidence they provided. My attorney has attempted to communicate with Axiom, but has not received any response since their letter on 2/20/24, despite repeated attempts. I would like to avoid litigation and resolve this matter quickly. All we want is for Axiom to fulfill their end of the contract and immediately approve and cover the repair at *****************. Our vehicle has remained there since 1/17/24 inoperable and we are continuing to make loan payments. Relevant documents attached.

  

  Business Response

  Date: 04/30/2024

  Hello,

   

  This consumer has attorney representation. Does the BBB have any protocols that we need to take in mind when responding? 

   

  Thank you,

  *****

  

  Business Response

  Date: 05/01/2024

  Axiom has received your complaint regarding the denial of the claim on your 2018 **** Escape and the letters sent by your attorney. As a practice, Axiom does not communicate with customers once we have been notified of an attorneys involvement, but the BBB requires a response to all customer complaints. Please refer to the letter Axiom sent to your attorney as of February 20, 2024, regarding Axioms review of the claim history and your Contract.

  Customer Answer

  Date: 05/01/2024

  Complaint: 21620431
  
  I am rejecting this response because:
  
  You are refusing to address my complaint because you have been notified of an attorneys involvement. Then please respond to my attorneys letter dated March 15, 2024. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/13/2024

  08/13/2024 AB: 1st call placed to consumer.  Consumer stated that the business resolved their issue and to mark this complaint as resolved. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around the 1st week of January, on or about the 7th of January, I dropped my 2015 ******** **** GL63 vehicle to ******** **** of Lubbock for a ticking noise that was coming from the engine compartment. The dealership allowed me to have a loaner vehicle until my vehicle would be serviced. Between the dealership and my warranty department, they went back and forth on what could be the cause of the issue. The vehicle was drivable at the time, and no loss of horsepower was ever felt with vehicle. I figured it could be something minor. Weeks go by, engine is completely taken out of the vehicle, and dealership calls me back to advise me that the warranty company would not cover the motor since it seems that there was a certain damage to the engine that would not be caused by just regular driving. Dealership says, they can't do much at this point. That I would either have to come up with $50,000 for a new engine, or they would try to locate a used engine, that would probably be half what a new engine runs for. I bought this vehicle about a year ago. I bought extra warranty coverage just in case. Maintenance records show, I did the required maintenance a non-mechanic is able to do. My car is sitting in the shop bay, with no engine, I still have to make payments on this vehicle that I can't drive. Everybody else is telling me I am basically on my own to figure this out. I have contacted several lawyers, and this particular situation is not covered under lemon law because the vehicle is not 2020 or newer. No one is giving me answers and I do not know what to do at this point. If the dealership intentionally messed with the engine to have warranty cover a $50,000 engine, I need to know about this. This is wrong from all sides. I do not even have a quoted amount at this point yet.

  

  Business Response

  Date: 03/21/2024

  Axiom has received your complaint regarding the claim on your 2015 ******** ***** On January 9, 2024,ASM ****** from ******** **** of Lubbock contacted Axiom to start a claim to address a noise coming from your vehicles engine. **************** requested to replace both high pressure pumps and the engine. Axiom set up an independent third-party inspection to verify the failure and determine the cause. The inspector was able to verify the noise coming from the engine but was unable to pinpoint the cause of the noise. Pursuant to the contract,Axiom requested further teardown. 
  
  A second inspection was set up to determine the cause of the noise. On January 22, 2024, the second inspection report was received. The second inspector found scoring in the cylinder walls of cylinder #4 and failed piston rings in cylinder #3 and #4. Pursuant to the contract,Axiom requested further teardown. A third inspection was set up to determine the cause of the scoring to cylinder #4. On February 29, 2024, Axiom received the third inspection report. The inspection found no marks on the corresponding piston that would indicate the piston or rings made the ***** to the cylinder wall. Axiom spoke to ASM ****** and he was unable to provide an explanation for the scoring to the cylinder wall. As the scoring on the cylinder wall appeared to be manmade and not caused by the piston, Axiom denied the claim due to no mechanical failure being shown.  
  

  Customer Answer

  Date: 03/31/2024

  Again. I have filed a complaint with the warranty who would not cover repair. I have also filed a complaint with the dealership. Both responses were given, and you decide to close the case. Now, I have a non working vehicle, no one cares about the customer who did everything right, but at the end of the day, will seek no justice. Unbelievable. The BBB is worthless just like the companies who ripped me off. 

  

  Business Response

  Date: 04/02/2024

  Hello,

   

  We received notice that this complaint was reopened. After reading the complaint, it appears the complaint is addressing the BBB instead of us. As such, do we need to respond? If we do not respond, will that hurt our grade or position?

   

  Thank you,

  *****

  

  Business Response

  Date: 04/09/2024

  We have received your complaint. Axiom has reviewed your claim and the denial. Axiom stands by its original denial as no mechanical breakdown was shown and rather, appeared to be manmade.

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  vin#***************** CONTRACT #VSSC16A00257343 Paid off the lender/bank in full July, 2023. August 07, 2023 filed for a extended warranty cancelation with OFFLeaseonly. August 14, 2023 received a email from OffLeaseCancels: Your cancellation request has been reviewed and processed. We have:Submitted cancellation request to Axiom for processing. Estimated refund amount $1,643.44 Please allow ***** weeks to receive a refund.Thank you and we appreciate doing business with you.Thank you,Off Lease Cancels Team. December 01, 2023 @ approx. 1330hr 13 mins and 3 sec. Still haven't received the check from Axiom. Contacted Axiom and was informed that they will look into why I haven't received the check. Further investigation reveals that Axiom at this time was aware of OFFLEASEONLY being closed due to bankrupcy and has given the funds on August 08, 2023 to which the refund check has been cashed by OFFLEASEONLY.December 21, 2023 @ approx. 1625hr 13 mins and 15 sec contacted Axiom and was informed that the case had been reviewed and was being sent back to accounting for processing.January 23, 2024 @ approx. 1511hr 5 mins and 26 sec contacted Axiom and was informed accounting had processed the check on the 17th of January, 2024 and should receive in the mail in approx. 7-10 working days.Monday February 05, **************************************************************** resolving the issue. Let it be known that all conversations via landline had been recorded for quality assurance on behalf of AXIOM.

  

  Business Response

  Date: 02/13/2024

  Axiom has received your complaint regarding the cancellation of your *************** Contract on your 2016 *** 328. 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. ********************** mailed its portion of the refund to Off Lease on August 29, 2023. Axiom didnt learn that Off Lease filed bankruptcy until after the refund check was sent and cashed by Off Lease. To delay any further inconvenience, Axiom has reprocessed the cancellation and will send its portion to you within 7-10 business days. 

  Customer Answer

  Date: 02/21/2024

  Axiom has not satisfied what they stated. Reimbursement is still pending.

• Initial Complaint

  Date:01/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried emailing the dealership I bought my car from (out of state) and they are dodging me cancelling my service contract. I do not want this service contract anymore please cancel.

  

  Business Response

  Date: 01/30/2024

  Axiom has received your complaint regarding the difficulty in cancelling your contract through your selling dealership. You can submit your cancellation request directly to us along with the attached form to ***************************************. Once Axiom receives all the necessary paperwork, the cancellation will be processed.

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:
  
  I attached my cancellation forum and emailed it to the business.. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/19/2023

  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.

  Every time I call about my GAP check someone says it takes a different time frame than the last person. First rep told me it would be sent to me it is going on 3 months since my car was totaled and I have NO check. Now it turns out they sent it to the dealership who I’ve called and they don’t have anything. Each time I’m told a supervisor will email me. It’s been 2 weeks of arguing back and forth and I have no update and no check and all I keep getting told are a bunch of lies. No one will ever hear you out because they’re too busy talking over you

  

  Business Response

  Date: 10/25/2023

  We have received your complaint regarding the cancellation and refund on your GAP Contract. We apologize for any inconvenience. The refund check has been sent to ***** ** ***** per Axiom’s cancellation procedure. In the event of a cancellation, Axiom will send its portion of the refund to the selling dealership. The dealership will then combine its portion of the refund, if there is one, with Axiom’s portion and then send the total refund to the customer or lienholder, if applicable. It generally takes 7-10 business days for the dealership to receive the refund from Axiom and another 7-10 business days for the dealership to then issue the refund to the customer or lienholder.  
  
  You can track our portion of your refund to ***** ** ***** on the USPS website using the tracking number: **********************

  Customer Answer

  Date: 10/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the tracking number states that a label was created on 10/24. The response was from 10/19 stating that they had sent out a check. So not sure how it’s been a week and USPS tracking has yet to scan to provide any updates. This is a check out there somewhere with my name on it and it’s not like it’s a $1 check either. It is now 10/27 and I’m clueless as to what is going on and no one ever contacted me back with updates either.
  
  
  

  

  Business Response

  Date: 10/30/2023

  We have received your rejection regarding the response submitted on 10/25. Axiom sent its portion, via check, on 10/24 through USPS to ***** ** *****. It generally takes USPS 24 to 48 hours to update their site with tracking information after they scan in any items received. Per the USPS website, the check should be delivered to ***** ** ***** today, 10/30, by 5:05 pm. After Route 23 receives the check, they will combine their portion of the refund and send it along with Axiom’s portion to you, or the lienholder, if applicable. Please allow 7-10 business days for ***** ** ***** to issue the full refund. 
  

  Customer Answer

  Date: 11/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Everyone that I spoke to failed to mention that apparently the bank financing the car already got the money months ago for the GAP refund. I had to find this out after several wasted lunch breaks calling Axiom who never was helpful. All your employees sound miserable and like they hate their jobs. So of course none of them wanted to properly help me. The dealership that I kept getting told by Axiom to call and follow up with was also not helpful and dodge my calls. I do not accept the outcome because I MYSELF solved this issue. Axiom did nothing but constantly bounce me around and gave me inaccurate information. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/18/2023

  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.

  The car protected by this warranty was a lemon and part of a bbb autoline case that was won. After several attempts to cancel they still have not canceled my contract and refunded my money. They are attempting to charge me ***** cancelation fee, which I asked to be waived in *** of the lemon law case and not having my car for months. They refuse and will not allow me direct contact to a supervisor.

  

  Business Response

  Date: 09/19/2023

  We have received the complaint regarding the cancellation of your Revolution Bundle Protection Contract for your vehicle. Axiom received your cancellation request on 9/15/2023 and requested additional information to evaluate your request to backdate the cancelation. As of todays date, 9/19/2023, your contract has been cancelled effective June 1, 2023, and the cancellation fee has been waived. The check will be mailed to you or the lienholder, if applicable, within **** business days. 

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************