Complaints

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

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  Axis Auto Finance Services Corp

  2265 Upper Middle Road E Oakville, ON L6H 0G5

• 

  Axis Auto Finance Services Corp

  55 Standish Crt 7th Fl Mississauga, ON L5R 4B2

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:19/01/2023

  Type:Billing 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.

  January 6 I was contacted by axis by an employee stating I was behind in my payments and need to make a lump sum payment to be caught up , once i told her that amount is impossible for me , another employee told me I can make a smaller payment by Feb 1st , I have made a payment towards that agreement last week , told them I'd make another payment this friday as they know I get income on Friday and wanted reassurance that if I made the lump sum payment by Feb 1st My car would not be repoed. Immediately after I received an email from the Manger saying whatever anyone else told me no longer matters and he wants more money by Feb 1st ot he will repo my car. I already had an agreement and this guy came out of no where changing the terms and demanding more money than the original agreement. Whn I told him I had an agreement and already made a payment towards it he told me it didn't matter hat payment I made was posted on my account and now does not get credited to the agreement amount. When I told him he can't change terms and uncredited payments towards that agreement he said we are going in circles and said he sending my car for repo Immediately. He's changing terms of an agreement , for way more money and won't credit the money I've already sent it , he just told me he's taking the car. It's not even Feb 1st I haven't defaulted on this agreement . He jut now saying it isn't enough and wants more money from me . He now will not respond to my emails . I have all the emails supporting all of this

  Business Response

  Date: 19/01/2023

  Hello ***** ******,

  You have failed to meet your payment arrangements for the
  arrears balance on your account. You have also defaulted on your contractual payments.
  Our collections team had provided you with an arrangement to make a payment of
  $440.60 by Jan 12th that you failed to make, even until now. This arrangement
  would have given you some time to make additional arrangements for your
  remaining arrears balance. Also, your contractual monthly payment for January 1st 2023 returned. Your account is now 79 days past due and our Collections Manager is
  currently in contact with you. The last communication with you was an email
  sent to you by our Collections Manager that you have not yet responded to. We encourage
  you to contact us as soon as possbile to make an amicable payment arrangement to
  avoid repossession.

  
  Thank You 

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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 recently had a heart attack I financed a car thru axis last winter it hasn’t been a year yet previous to this i finances a car for 5 years no problem
  
  I had a heart attack I’m self employed so get no benefits when I’m off work which I still am
  
  I contacted the company to tel them
  I can’t make the payments asked them to take the car
  
  Was told no then 3 days later I’m emailed by a balif to come get the car
  
  I still have not heard a word from the company I don’t know what’s going on
  
  I’d like to know my options
  
  I am currently on welfare till
  I can return to work I want to work a payment arrangement but can’t I’d they won’t contact me. If they keep taking payments from my bank without discussing the payments and dates I won’t have any money to live as they keep bouncing
  
  All I want is the company to contact me and let me know what is happening they have my car now and I still haven’t heard from them and have no idea what the resolution is
  
  I understand I signed a contract and I want to work with the company but can’t if no one will contact me haven’t heard from anyone Since Dec 15 they tried talking the payment Dec 20th even tho I asked them not to and I’m afraid the same this will happen again I can’t afford the 45 bounce fees I want to make arrangements to payn I’d like to know what I own now they have repossessed the car but again no matter how much I email I’m get no response.
  
  I have no phone number because I can’t even afford my cell phone they know I can only be contacted by email I told Them this 3 times.
  
  I have a right to know what’s going on and do not want to keep being charged nsf fees when I’m
  More than willing to work with the company but they won’t speak to me.
  
  Thank you

  Business Response

  Date: 10/01/2023

  Hello *******
  *******,

  
  We are sorry
  to hear about your health issues and wish you a speedy recovery.
  ** *** **** ************ Axis has responded to all your communication. To ensure you
  receive an expeditious response to your queries, please send all future communications
  to *******@***************.com and cc *******************@***************.com.
  Since you did not make alternate payment arrangements with us, all payments
  taken from your account were your scheduled contractual payments. Axis exercised
  its right to repossess the vehicle due to a lapse in your insurance, and
  suspension of your driver’s license. Axis would like to assist you in resolving
  the affordability issue you mentioned by creating a mutually agreeable payment
  plan. Please reach out to us at your earliest convenience.

  
  Thank you    

  Customer Answer

  Date: 10/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:l the have the information all wrong they did not repost the car due to my licence being suspended I have all the original correspondence with me asking them to take the care because of my health the licence and insurance became an issue the day after I had already asked and they told me no then with no further communication  from them from that day Dec 15 2022 to January 5 2023 not having any communication from the company which I have proof of a balif emailed me about repossession it states right in that email that they are taking  it per my request but again axis has not spoken or responded to my many emails I kept sending  

  this is why I lodge this complaint I also changed my ****** review January 5 same day I lodged this complaint which got them to respond to me and ask me to change my review  

  I want it noted in my file I voluntarily gave the car up the did not repo it I begged them to take it before I even missed a payment my payment was approaching but I made every other payment and do not owe them any money I will not be charged for a repossession when I offered to have insurance put on it and would drive it them with someone who had a licence but instead of speaking to me and letting me know what was going to happen they went silent had a 3rd party contact me and did not respond to me me from December 15 to January 5 when I kept asking what the next steps would be as I am not looking to get the car back.

  All I wanted was communication telling me what would happen after they took the car when the first person responded to me she had no idea I wanted to give the car up she thought I would provide my new licence and insurance so I could come get my car 

  so clearly something is fishy here as that’s not how this happened they did not reprocess because of my licence 

  
  
  
  Sincerely,
  
  
  ******* *******

  Business Response

  Date: 16/01/2023

  Hello ******* *******,

  Your vehicle was in fact repossessed due to your drivers license
  suspension and insurance cancellation. Once your license was suspended, we received
  notification that your insurance policy was cancelled, deeming the asset at
  risk. If your vehicle was insured (minimum of parking insurance, as you’re not
  driving), Axis would work with you and allow you to maintain payments and keep
  the vehicle as long as you continued to not drive it. Our protocol with respect
  to Voluntary Surrender requires that you sign a Voluntary Surrender Agreement
  form, which does appear to be the case here. We received Notice of your Insurance
  Cancellation on December 14, 2022 and you notified us of your Driver’s license
  suspension on December 15, 2022 and Repossession occurred on December 19, 2022.

  If there anything further, we can do to assist you and
  answer any questions you may have, please let us know. You can reach out via
  email to our Customer Service Supervisor.
  
  Thank you 

• Initial Complaint

  Date:23/08/2022

  Type:Billing 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've had a car loan with them for three and a half years now. I tried to contact them a couple of weeks ago to change the payment date of a loan payment due to my husband being injured at work. Told them possibly I would have to do it again for the next two payments. They said that was fine to let them know.
  
  A week prior to my payment being due this past Friday, I emailed them and told them of the situation and gave them the date to take out the car payment. I had to have them postpone two payments and I was going to make a double payment. I had no response from the email at all so then I emailed once I found her address, a woman I had been dealing with at the company by the name of *******. I emailed her about the situation gave her the dates and once again never heard back this was a couple of days prior to my payment being due which was a Wednesday I believe. I also texted the company the same day I sent the first email and I have proof of that text date and I also have proof of the two emails that I sent the company all of which including the text and the emails I got no reply. I checked my bank this morning and now it has gone NSF and my bank charges a fee of $48 and axis will try to charge me I believe $24 for a fee as well. I emailed them a week in advance to avoid having this payment go NSF and also to receive a fee from them. I have tried contacting them on two different emails and also by text with no response whatsoever. I need help because I want them to cover the $48 NSF fee and also remove the $24 fee as I got in contact with them a week prior to my payment being due and they've always told me you can contact them up to 24 hours before and they can stop the payment. I've heard nothing from the company at all whatsoever. Please help with my fees and also I just recently filed another complaint with the company due to fees that they are charging and they removed all the fees but now they are saying that I have a $64 fee on my account now too.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hello ******* *******, Thank you for your valued feedback and we apologize for your experience with Axis Auto Finance. To resolve your concerns, we have waived the NSF fee incurred due to a missed payment on August 19 with Axis Auto Finance and we have reimbursed you for the $48 bank NSF fee as you have outlined in your complaint. This is already in process and will be put back into the bank account you have on file with us. Regarding your concerns about the outstanding arrears balance, the Customer Service Supervisor will be communicating with you via email. We also recommend you give us a call at 1-855-964-5626 ext. *** so that we may come to a resolution and ensure that the account is in good standing moving forward. Thank You