Complaints

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

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  autopom!

  22651 Lambert St Ste 102 Lake Forest, CA 92630-1611

  
• 

  autopom!

  23591 El Toro Rd Ste 229 Lake Forest, CA 92630-4760

  

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:10/11/2024

  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.

  Yes, I have attempted to work with Autopom to resolve my cancellation attempt but have not been successful. The attempt to use this service has not been successful as well. No dealerships in my area will accept them for work. I would like to cancel and I have not filed any claims at this time.

  

  Business Response

  Date: 10/17/2024

  We value your feedback and take complaints seriously, so Id like to address your concern.
  
  On August 9, 2024, you emailed requesting cancellation and a refund. Our customer service agent contacted you to assist, and you shared that you were having trouble finding a shop willing to accept third-party coverage. In response, we offered to contact shops in your area on your behalf, and you agreed to hold off on cancellation until we got back to you.
  
  Later that day, our agent contacted you to share the good news that we found a nearby shop that accepted the coverage, but that unfortunately the repair you needed on your tire pressure sensors was not covered by your plan. The two of you reviewed your policys terms and exclusions, and our agent provided an electronic copy of your contract for future reference. At that time, you did not move forward with cancellation.
  
  A few days later on August 13, the finance company (a third-party) notified us that you had disputed your most recent payment, which was refunded. We attempted to reach you and left a voicemail offering to waive your final payment as a courtesy so your coverage could remain active. Unfortunately, we did not hear back.
  
  When we received your BBB complaint on October 11, we attempted to reach out to you again and left a voicemail. After reviewing your account, it appears three more payments had been disputed and refunded in August. As a result, your account became delinquent, and the finance company canceled your policy for nonpayment with a cancellation notice sent by mail.
  
  Although cancellations due to nonpayment are typically not eligible for refunds, in your case we are willing to offer a prorated refund as though you had chosen to proceed with cancellation when we last spoke with you on August 9th. Please contact us to confirm your mailing address. Our team is available MondayFriday, 9:00 am to 5:00 pm PT.

  Customer Answer

  Date: 10/25/2024

  On August 9, when I contacted Autopom! regarding my desire to cancel my contract, it was due to being unable to secure a repair facility in my area that would accept the warranty plan provided by Autopom!. I had already approached several car dealerships and independent repair shops who indicated to me that they do not accept Autopom! for any warranty-type work. I was provided with the Repairpal link and attempted to reach out to the suggested repair shop only to find out later from Autopom! that the work that I was requesting would not be considered under the warranty plan. This was unsatisfactory to me. 

  
  

  At this time, I would like to have Autopom! provide me with the prorated refund amount as indicated in their correspondence.

  I would like to find out what that amount would be at this time and also would not like to have my case closed with the BBB until this prorated refund amount has been received. I have corresponded via phone with an Autopom! representative and confirmed by mailing address. Still waiting on the prorated refund amount to be made know to me at this time.

  

  Business Response

  Date: 10/29/2024

  A detailed summary of the customer's account and refund calculations has been sent to the customer via email today, 10/29/24.

• Initial Complaint

  Date:04/13/2024

  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.

  Denied my claim and continue to refuse to give me anything in writing as to why. I have made several requests for a supervisor and they have all been ignored.They are trying to justify the denial as normal Wear and tear, but that's not the case and they know it. That's why they refuse to give me something in writing.They had three different adjusters come out so they know the car broke down.

  

  Business Response

  Date: 04/21/2024

  I spoke with the customer.  He shared that his issue was not with autopom! but rather with the third-party Policy Administrator. He mentioned that he he plans to withdraw the BBB complaint against autopom! To address his needs, I will be canceling his current contract and helping him switch to a new Policy Administrator that can provide him with better service in the future.

  Customer Answer

  Date: 04/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/07/2023

  Type:Product 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.

  This company doesn't pay for anything. Having issues with me ac in my car and the refuse to pay the repairs

  

  Business Response

  Date: 07/10/2023

  Hello, *****. I was truly sorry to hear about the denial of your A/C claim. As we discussed over the phone, your policy administrator adheres strictly to the terms of the policy when processing claims. Regrettably, one of those terms specifies that rubber hoses are excluded, and it was indeed a rubber hose that failed. However, considering the unique circumstances you shared with me, I am pleased to report that autopom! agrees to provide funds as a courtesy to cover your A/C repair expenses. I genuinely hope that this brings you relief and allows you to enjoy a comfortable and cool summer ahead.

• Initial Complaint

  Date:04/06/2023

  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.

  Took out an extended warranty to cover truck for unforeseen break downs in feb 2023 and my air conditioner broke down when traveling. Dealership has been dealing with ******** to get the claim covered and come to find out my paperwork was never finished or submitted to the correct department. So ******** was telling the dealership where the repair was to be done that it was not covered. Left several messages with ******** since it was Easter weekend and trying to get home and truck has been the shop over 1 week. If I want it repaired I have to pay out my own pocket. Already paid 2 months of premium to ******** so not sure why they dont stand behind their extended warranty. Very disappointed in their customer service.I received the extended warranty policy in the mail in February and it looked like it was going to be a good policy. Was I shocked that nothing has been done to my truck since the dealer shop cant fix it unless *********** agrees to pay.

  

  Business Response

  Date: 04/14/2023

  Attn: BBB;  This customer filed a review and a complaint.  I was under the impression that a consumer could not do both.  I previously responded to the review and it has subsequently been removed.  I'm requesting that this complaint not be posted as the customer's complaint has been satisfied and she already filed a review.

  Hi ******, I'm receiving a 2nd notice from the BBB so I have to respond.  I was waiting to confirm that you received the check I sent in the amount of $90 as a courtesy to cover miscellaneous non-covered expenses for your recent claim involving the repair of the A/C on your husbands vehicle.   After our call the other day, I called and spoke with your husband and he confirmed that all repairs were completed.  We reviewed the work order together (which totaled around $1500) and confirmed that the policy administrator waived the $100 deductible as a courtesy for the initial delay in processing your claim.  I do apologize for any inconvenience and thank you for choosing autopom! 

  Customer Answer

  Date: 04/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************