Complaints

This profile includes complaints for Axis Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Axis Auto Group

  682 Garfield Ave Jersey City, NJ 07305-4212

• 

  Axis Auto Group

  700 Garfield Ave Jersey City, NJ 07305-4230

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: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.

  Purchased engine in October 2024. The engine didnt run but 4 months before it was diagnosed with a blown head gasket. It had a 1 year warranty and they refused to ***** the warranty after I sent in a video and diagnostic from a certified dealership as asked. After making a negative review, they called and asked if I would remove the review? They told me that they would honor warranty after I remove the review. So I removed it but they didnt and have not kept their word. I have talked to them every week for three weeks and they lied to me about sending me a replacement engine. Every week they gave me excuses of why it wasnt shipped. Do not trust them.

  Business Response

  Date: 06/17/2025

  Good Morning,

  Can you please provide a copy of your repair order from the original date in which you claim to have had your part replaced.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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 found a car with a great price, listed at originally ******, then on their own site it was listed at ******. I get to the dealership after seeing if it was still available and start looking at the vehicle and meeting the sales ******** going over my down payment and financing the difference, I have my payment ready and we get it processed, I get approved for a loan for what I thought was the difference, but it was a lot more than the advertised price, especially since I put down $10,000 toward what I thought was $******. When I saw what was being financed I asked If the price hike was due to fees, the sales person just nodded and I read what I could but they were scrolling for me on the tablet to get through the signatures. I sign everything and am immediately blown away by the lengthy loan for over $200 a month after paying what I thought was almost the whole car in full. I was told it was fees but could not see where I was charged an extra $4200 for the vehicle, I asked if it was the interest and again the sales *** just nodded. I review the paper work right before my first payment and I see they failed to provide me with the Bill of sale. I contact them and they do get me the document within the day, but I see they actually charged me $18,195 plus tax on that amount instead of the $****** I had agreed to and thought I was paying. I am contacting them 04/14/2025 due to the manager not being available after I received the Bill of Sale. I feel that I was wrongfully charged a larger amount than advertised. The car is a used car at a chevrolet dealership, it's not a chevrolet car so there was no reason to have to change the price due to high demand or limited availability, the car was on there lot for months. It feels like a bait and switch cause they lured me to the dealership promising a price then at signing changed the price to a much higher one. I simply want the difference of the overcharge.

  Business Response

  Date: 04/15/2025

  Manager Les Touchin who did the financing has reached out to the customer on 04/14/2025 at approx ****** per the customers request. This was in order to go over any pricing details or concerns the customer has had about his purchase and financing options. 

• Initial Complaint

  Date:03/27/2025

  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.

  2018 Mercedes Sprinter was purchased January 11, 2025 and I requested both the GAP and car warranty policies be cancelled within the first 2 weeks (prior to the end of January). There should have been a refund of roughly $2600 for the car warranty and approx $900 for the GAP insurance (Exact amount can be provided if requested). I was told the refund would be deposited to my loan account with Ally Bank within 30 days. There has still not been any change to my Ally account.
  
  I have attempted to make formal complaints with the GAP insurance and car warranty companies, however, both have referred me back to the dealer, as neither of the companies received payment for the policies and both policies are voided in their system due to lack of payment from dealer.
  
  I am requesting an immediate resolution of a check issued for the amount owed to me. If this does not immediately happen, I will be forced to file a claim with the NJ small claims court, where the dealer will be held liable for the amount owed plus court costs and fees.

  Business Response

  Date: 03/28/2025

  Good afternoon, we have been in communication with Mr. ******* via email and he is aware of the time frames of both the warranty and GAP cancellation refunds.
  
  Regarding the warranty cancellation - Mr. ********'s lender, Ally Financial bills us for all cancellation refunds once a month. We told Mr. ******** yesterday, being that Ally has still not included this refund in their monthly statement, we would be mailing them a check today in the amount of $2600 (full refund).
  
  
  Regarding the GAP cancellation - Mr. ******** requested a cancellation directly with the GAP administrator, Autotrac, on 1/28/25. However, they failed to remove the contract from their system and it was activated. We had no knowledge that he was in direct communication with them, and only confirmed with him that his warranty was cancelled. We were not made aware of any direct GAP cancellation request until yesterday's email conversation with Mr. ********. Upon receipt of said cancellation request, it was forwarded to the GAP administrator for processing. We have requested a full refund and are awaiting a response from the GAP administrator. Again, as per Ally Financial's policy, we normally wait until the following month for the refund to generate on their statement. If for whatever reason it does not, we will refund Ally directly.
  
  
  Please advise if any further actions are necessary on our part.
  
  
  Thank you,

  Customer Answer

  Date: 03/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have notified everyone involved of the cancellation of both the GAP and car warranty. On Feb 13, 2025, I received an e-mail stating the car warranty had been cancelled and I should receive a refund within 30 days. 

  Regarding the GAP cancellation, I e-mailed the cancellation form to the GAP insurance company on 1/28/2025.I was initially told the policy cancellation form would be held on file and if paid, the policy would be cancelled and refunded in full since the cancellation form was sent within the 30 day period. I called back on 2/7/25 and I was told that typically policies would have been funded within a 2-3 week delay after purchase. The GAP insurance company told me the policy was never funded (by 2/7/2025) and they could not refund the policy, as there was no payments made. Since the policy was never paid and there was nothing they could do, I was directed to contact the dealer. They did mention that the form would remain on file, however, there was nothing for them to do at that time. Additionally, I e-mailed Alexandra M********, Finance Manager, on 3/13/2025 following up with the cancellation of both the extended warrranty and GAP Cancellation (E-0mail Attached).

  On 2/10/2025, I was e-mailed from the Car Warranty company stating the car warranty policy had been cancelled due to lack of payment as well (E-mail Attached). 

  I brought both the GAP insurance and car warranty cancellation to Harout G******, General Manager, and other staff (Luis in Sales and front desk staff) when I visited the dealership on 1/30/2025, 2/6/2025, and 2/7/2025. I also brought it to the attention of Alexandra M********, Finance Manager, via email follow-up on 3/13/2025 when I reached out stating there was no change to the Ally account balance from either policies' reimbursement. Additionally, I called Axis on 2/10/2025 and 2/13/2025 where I spoke to Harout G******, General Manager, concerning both policies as well.

  Ultimately, I have requested refunds of both accounts in January 2025 and have yet to receive any indication that these policies have been refunded. Both the extended car warranty and gap insurance companies have stated and provided emails that neither policies were paid from Axis dealership to be effective, let alone refunded.

  Business Response

  Date: 04/01/2025

  Good afternoon, to confirm once more (as I did via direct email) there are certain protocols to be followed regarding both cancellations and refunds when there is a lender involved. Unfortunately, the proper channels were not taken and this resulted in a processing delay.
  
  
  1. Your warranty refund in the amount of $2600.00 has been mailed to Ally Financial on 3/28/25. Please allow 7-10 days processing time for them to reflect it on your account balance.
  
  
  2. The first I was notified of the GAP cancellation was on 3/27/25. The normal protocol is to submit cancellation requests to the dealership so they are forwarded properly to all necessary parties. Being that you went directly to the administrator, we were still billed for the contract. I requested a full refund on 3/27/25.  Since then, I have been in communication with them and forwarded your cancellation request email from 1/28/25. They confirmed they will honor the date on the cancellation request and process a full refund. Once they have cancelled the contract, we will send a full refund for GAP to Ally Financial. Please allow several days processing on the GAP administrator's behalf. I will email you confirmation once that is done, my estimate is 5-7 business days. 
  
  
  There is no need to have a duplicate conversation through BBB as I have directly told you the steps that are being taken.
  
  
  Thank you,

• Initial Complaint

  Date:03/08/2025

  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.

  I purchased a 2015 ******* Tucson from the dealership in February of last year. Upon purchase, the car was withheld for two weeks due to a catalytic converter issue. After requesting assistance and being inconvenienced for two weeks, the issue persisted. It was later determined that the entire exhaust system was faulty. Following a request for management assistance, I was asked to pay half the cost to replace the system, which was proven to be problematic prior to purchase. The issue was eventually resolved after being reported to the Better Business Bureau. However, I have since experienced a blown engine stemming from a temporary fix with the exhaust system replaced by this dealer. I have not driven the car since July 2024 and am still required to maintain payments. After reaching out to the dealer, I was told to purchase a $1500-$1600 warranty to replace an engine that they were aware would eventually fail due to their temporary fix with the exhaust. I am now forced to surrender this vehicle and potentially damage my credit due to a shady dealer prioritizing profits. As a single mother of three, I am concerned that during the first incident, I could have been involved in a serious accident when the vehicle randomly slowed down on a major highway. I am seeking a fair resolution and require a reliable vehicle to continue making payments on a car that the dealer knew was defective.

  Business Response

  Date: 03/13/2025

  We understand your concerns and regret the difficulties youve experienced with your vehicle. However, due to the model year of the 2015 ******* Tucson, it is not covered under any dealer warranty. That said, we did what we could out of good faith to assist with the initial issue at the time of purchase.
  While this may not be the answer you were hoping for, vehicles are machines that require maintenance and repairs over time. Unfortunately, unexpected issues can arise, especially with older model vehicles.
  If youd like to explore options to trade out of your current vehicle and into something newer, Id be happy to see what we can do for you. Please feel free to reach out to me directly via email at ********************************** and we can discuss possible solutions.
  

  Best regards,
  ******
  Axis Chevrolet
  *****************************************************************
  

  Customer Answer

  Date: 03/20/2025

  
  Complaint: 23039123
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/07/2025

  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 vehicle January 25, 2025 of this year I brought it back for the check engine light they supposedly have fixed the check engine light this my 3 time bring it back and Im still dealing with the same issue

  Business Response

  Date: 02/18/2025

  The customer currently has his vehicle here at our service facility where we are attempting to diagnose and rectify the customers issue. We should hopefully have a conclusion to the check engine light by weeks end. 

  Customer Answer

  Date: 02/24/2025

  
  Complaint: 22912558
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****** *****

  I am rejecting because they fix the check engine light and just appear again on my vehicle. I am very unhappy with the service. They are providing me.

  Business Response

  Date: 02/27/2025

  At this point in time I would encourage the customer to be patient as we better determine the root of the service issue. This vehicle because of the year and milage was sold as is. We are good willing the issue in order to satisfy the customer. 

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased a car with them and a there was a piece missing from the driver's seat handle. They told me in writing that they ordered the part, and over phone, but it was never received. I went to the shop again and was told it was never even ordered. I would like the part of the car missing ASAP.

  Business Response

  Date: 12/31/2024

  Hi .

  The customer was given the driver seat control handle Saturday Dec 14th and was satisfied with results. She also agreed to contact BBB and close the complaint as required .

  Thank you

• 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.

  J R ********* and ****** ******* Sold me a vehicle which they knew had a major mechanical problem (Oil gaskets) which could potentially seize up the engine at 70mph and kill the driver and occupants. I had it taken for an independent inspection prior to purchasing. They found the oil leaks. ** and Axis auto group assured me they were fixed. I did not believe that they had done any more than change the oil plug. I was right. I took the vehicle to **** ***** **** dealership in Couer d'Alene within a week of purchasing to have the rest of the "WE OWE YOU" section fixed. They found the leak HADN'T been fixed and that it was actually a much bigger problem then they had originally disclosed. This wasn't the only lie, just the most life-threatening one.

• Initial Complaint

  Date:07/08/2024

  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.

  I paid for $1500 for GPS tracking and warranty on a 2020 ****** camry. I have not received the required information to unlock the **** each call I have made I am being they will get back to me. This is very unprofessional and either need the requested information or a refund.

  Business Response

  Date: 07/26/2024

  To: Rain F.

  Good morning,

  ,i Spoke to Msr. ******* and all her concerns are properly addressed and she is completely satisfied.

  Thank you for your assistance in this matter.

  ****** Gapikia

  Axis Chevrolet

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

   

• Initial Complaint

  Date:07/01/2024

  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.

  I bought a vehicle from this dealership, two days after purchase the vehicle would stop going into gear from park and even while in operation the vehicle would stop working. I contacted the dealership and they advised me there was nothing they could do. I took the vehicle to a different dealership and they found that a wiring harness that runs through the undercarriage of the vehicle was faulty and the four-wheel drive needed repair along with the timing cover.

  Business Response

  Date: 07/02/2024

  On May 22nd 2024 ***** and ******************************* purchased a 2018 Jeep Wrangler with ******* miles on the vehicle. They were offered financing for the vehicle in which they accepted. During the finance process a manager sat with the customers and explained to them the benefits of getting an extended service contract for the jeep wrangler. Due to the high milage the vehicle, it was sold as is with no dealer warranty. The customers refused to purchase an extended service contract even after the pricing of the contract was reduced. 

• Initial Complaint

  Date:06/13/2024

  Type:Sales and Advertising 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 financed a vehicle on 6/8/2024 and by 6/10, I had to call the dealer about an issue with the vehicles breaking( rooters). They said I would have to pay for any repairs to the vehicle i did not have possession of for not even 3 days.

  Business Response

  Date: 07/26/2024

  ****************** is bringing his car in monday 07/29/2024

  Customer Answer

  Date: 07/29/2024

  
  Complaint: 21844094
  
  I am rejecting this response because:
  
  the issue has not been resolved on several attempts on my part of bringing the vehicle back and having their own mechanics repair the issues just to have the issue not repaired. I will bring the vehicle in on 7/29 after work as agreed but the outcome has not been completed 
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/19/2025

  According to our records, the dealership has addressed the customer's concerns regarding the vehicle being repaired at the time of the appointment. If you have any further questions or concerns, please feel free to reach out to me at **********************************