Complaints

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:06/16/2025

  Type:Delivery 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 writing to formally express my frustration and dissatisfaction with the lack of communication and support regarding the status of my GAP claim. Despite multiple attempts to contact your team via phone and email, I have yet to receive a clear update or resolution. Each time I reach out, I am either transferred to someone else or told that someone will follow upbut no one does.This ongoing delay and lack of accountability are unacceptable, especially considering the financial urgency of this matter. I am requesting immediate clarification on the status of my GAP claim and a direct contact who can provide consistent update

  

  Business Response

  Date: 06/25/2025

  The consumer made a complaint about payment on a GAP claim.  The GAP claim came to our Company recently.  When a GAP claim begins, the company begins to examine financial records, vehicle value records, police reports and begins to have investigative phone calls, if the claim requires it.  However, our company is the last party in the chain after the accident occurs.  A consumer may experience what seems like a lot of waiting to get started.  We understand that, but that time before our involvement is not reason for us to short circuit investigation or adjudication.  In this instance, the conclusion of adjudication and payment was about the same time that BBB complaint was made.  We believe the matter is already resolved due to payment to the financial party that held the loan.  In other words, the GAP claim was resolved. 

• Initial Complaint

  Date:09/30/2024

  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.

  When I bought my Mercedes CLG350E, I purchased a bumper-to-bumper warranty from ************************** that I have a problem, and the vehicle has been at the ******** dealership for over 2 weeks and the vehicle is not fixed yet and I cannot get AutoXcel to pay for the work nor do they reply to me or the dealership. This is very shady and not the service I paid for. I cannot get them to answer an email or talk to the dealership to approve the fix of my car starter. I paid for this service and need this paid so I can get my vehicle back that I make monthly payments on and cannot use.

  

  Business Response

  Date: 09/30/2024

  The customer purchased a used 2018 Mercedes on 2-8-2023.  The customer has made several previous claims.  Those claims include: a claim for drive axle, suspension and control arms and separately for intake manifold engine repair.  Those previous claims total $4,747.  The customer made a recent claim for an issue involving a starter motor.  ************ as it did with the previous claims, investigated the claim and authorized a repair under ******** guidelines for repair for $1,073.  The dealership sought an approximate $400 disagreeing with the ******** estimate related to the fact that the vehicle is a hybrid and that the dealer believed that more should be attributed to labor in relation to the difficulty.  There was some difficulty in having the service advisor and the claims representative together for discussion.  Once that occurred, an agreement was made as to time and the repair was authorized at a higher amount.  AutoXcel was in the process of ensuring repair when this BBB complaint arrived and the repair has, to our knowledge, taken place.  AutoXcel will have paid out $6225 in claims to date, considerably more than the cost of the contract to the consumer. 

• Initial Complaint

  Date:01/04/2024

  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.

  Took my Jaguar truck to ************************************ on 12.16.23 my service advisor there stated that a reservoir cap was causing issues with my truck, they called my extended warranty and my extended warranty stated they don't cover a reservoir cap and they denied the claim of my truck getting fixed. Took my truck to ************************* on 12.28.23 whom stated the radiator (covered under warranty) is causing the issue so two different shops are stating two different issues. However , they denied this claim as well because the guy from the claim department is stating the reservoir cap caused a bigger issue. How is this possible if I literally took my truck from one shop to another one within 2 weeks, not making sense. If the issue is covered under warranty why keep denying the claim, I paid my money on a extended warranty so in the event if my truck need to get fixed it will get fixed. I'm not paying for a warranty for the claims department to assume they know what's causing the issue with my truck.

  

  Business Response

  Date: 01/15/2024

  The customer presented a claim to ******************** in November and December 2023 for a cooling issue with her vehicle. 
  In making her first claim on this issue, the attending dealership Service Advisor described the failure as due to the failure of a non-covered part, the radiator cap.  Claimant was advised at that time that the part itself (unvented radiator cap) and damage stemming from that condition was not covered.  
  The customer explained that she bought the ******************** contract with a coolant problem preexisting.  A pre-existing problem and the non-covered part, unvented radiator cap would not be covered. 
  The customer then went to another dealership and made a claim that there was a blockage in the radiator of the vehicle.  AutoXcel sent a third party inspector to examine the vehicle and the claim made at that time.  The third party inspector confirmed an internal blockage in the radiator.AutoXcel then covered that circumstance resulting in the replacement of the radiator.  AutoXcel believes that the customer's claims have been resolved.

  Customer Answer

  Date: 01/15/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:11/09/2023

  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.

  Purchased a rim and tire protection plan through *** in July 2022. Was told any and all issues arising from rim or tire damage would be covered by this plan. In June of 2023 my front passenger side rim cracked and tire was on 0 PSI. Took vehicle to ***, they repaired and returned the vehicle shortly after. In August 2023, I got in my car with 0 PSI and the same rim / wheel was cracked. Took it to *** and requested a new rim to make sure myself and my wife were safe driving the vehicle since the same issue happened 2 months prior. *** requested Autoxcel replace the rim and they were denied. Autoxcel claimed the rim was not damaged beyond repair. For days we went back and forth with Autoxcel asking them to do the right thing. They still refused and claimed the rim was repairable and I would have no further issues. Against my wishes and better judgement I took the repaired car back from ***. Last week, I got into my car to to work and again- 0 PSI ON THE SAME TIRE. This leads me to believe that clearly the rim is faulty and beyond repair after 3 flats in 6 months. My car has been with *** for a week now because Autoxcel will not replace the rim yet again and I do not feel comfortable driving on that rim. Autoxcel will not work with *** to replace the rim and do the right thing. I do not feel safe driving a vehicle with a faulty rim / tire that can lead to a serious accident. I am not sure why Autoxcel is REFUSING to adhere to their contract and do right by a consumer. This is the third time in 6 months that my car is in service due to the exact same issue repeatedly happening. Time taken out of my life and missing time at work due to these issues along with spending money on Ubers if a loaner is not available through my dealership because they will not replace the rim. Autoxcels bottom line is profit not customer safety or satisfaction.

  

  Business Response

  Date: 02/16/2025

  AutoXcel attempted to respond to this claim in 2023 but was unable to do so as it was deemed closed.  AutoXcel states the the company does not neglect customers.  Although, at the time, the customer felt that the contract warranted a new wheel, that was not the situation with that driver's side wheel.  That claim, made in August of 2023 was the 2nd claim out of now a total of nine claims made by this customer.  Despite the statement made at the time by the customer, that ********************* bottom line was profit, AutoXcel has consistently handled the various claims for the customer over the last two years.  The sum paid out by AutoXcel covering claims actually is more than 3 times the consumers cost of the contract.