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:06/03/2025

  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.

  Complaint Against: AUTEL Energy EV Charger Division Product: Autel Home Level 2 EV Charger Purchase Date: January 28, 2024 Installation Date: January 31, 2024 Issue Reported: May 28, 2025 Complaint Summary:I am filing this complaint due to the failure of the Autel Home Level 2 EV Charger, which I purchased on January 28, 2024. The charger was professionally installed three days later on January 31, 2024. The product includes a three-year manufacturer warranty, which is still active.On May 28, 2025, after 16 months of reliable use, the charger abruptly stopped functioning. Specifically, the device no longer recognizes when it is connected to my vehicle, which prevents charging from starting. The indicator lights for Bluetooth, power, and Wi-Fi are on, but the charging indicator remains off.Upon reporting the issue to AUTEL customer support, I was guided through a repetitive three-day troubleshooting process. This included uninstalling and reinstalling the mobile app, performing a factory reset, and adjusting the amp settings. None of these steps resolved the issue. The experience has been frustrating, as support appears more focused on delaying or avoiding responsibility than providing a solution or honoring the warranty.Because the unit is non-functional and the company has not offered a replacement or repair, Ive been forced to rely on Teslas supercharger network to power my vehicle, which is both inconvenient and costly.Desired Resolution:I am requesting that AUTEL fulfill their warranty obligations by either promptly replacing the defective charger or issuing a full refund. I also request that they take responsibility for the defective product rather than prolonging the issue with ineffective troubleshooting loops.

  Business Response

  Date: 06/03/2025

  Dear *** ***************** morning. My name is *****, and I work with the Autel Energy Support Team.
  The complaint you submitted was initially directed to the wrong division of our company and has since been forwarded to me. Regardless, I want to personally ensure that your concerns are addressed properly.
  I understand you reached out to our customer support team on May 30th. I sincerely apologize for the delay in response and any inconvenience this may have caused. Please rest assured that, starting today, we are actively working to resolve the issue with your charger as swiftly as possible.
  I will be coordinating directly with our customer support team, and you can expect someone to contact you today to assist with the resolution.

  
  Thank you for your patience and continued support.
  ***** *. 

• Initial Complaint

  Date:05/30/2025

  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.

  **************** Is a Joke! Poor Transparency and Customer Treatment!!I own an **************************** car key programmer, which is still under warranty. Recently, the screen cracked, but the device continues to work perfectly. When I contacted Autel to inquire about getting the screen replaced, I was met with vague, unhelpful responses.I was told I might have to pay for the screen replacement, but no one could confirm whether or not it's covered under warranty. I asked for clarity: Will I be charged, and if so, how much? The only answer I received was that a technician would need to inspect the screen before quoting a price, and I would be responsible for all shipping costs, just to receive that quote.This makes absolutely no sense. It should be a straightforward process:1. Is the cracked screen covered under warranty, yes or no?2. If not, whats the cost of a replacement screen for the IM508?Requiring customers to send in their device, at their own expense, just to be told how much a screen repair will cost is unreasonable. It feels like a manipulative tactic to put customers in a position where they feel forced to pay once the device is already in Autels hands.This is my second Autel device, and up until now, I believed in their products. But this experience has completely changed my perception of the company. Its frustrating, disappointing, and borderline deceptive.I want this resolved. I want a clear answer: Is the screen covered under warranty or not? If not, I want an upfront quote for a screen replacement, without the games, without the runaround, and without having to pay to ship my device just for a **************************** needs to do better. Customers deserve transparency, respect, and real support, especially when the product is under warranty!!!

  Business Response

  Date: 06/02/2025

  Hello Itai,
  My name is ****** and Im one of the supervisors here at Autel. I wanted to personally reach out to you regarding the situation with your tool. I sincerely apologize for the initial interaction you experienced, where we were unable to provide you with a clear resolution.
  After thoroughly reviewing your case and speaking with our warranty manager, *******, I understand he has already been in contact with you. Unfortunately, negligencesuch as accidental damage to the screenis not covered under warranty. However, ******* has offered a potential solution: if the tool requires replacement and no additional internal damage is found, we can provide a replacement with a $350 deductible. If only the screen needs to be replaced, the cost may be significantly lower. Please note that we will need to receive the tool first to properly assess its condition.
  I understand youve been considering alternative supplier tools, and I truly hope we dont lose you as a valued customer. We are committed to doing everything we can to assist you. ******* will be sending you a return shipping label if you choose to send your tool in for repair.
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Warm regards,
  ************************** **************** *********** *****
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi ******
  Thank you for personally reaching out regarding the situation with my IM-508 tool.
  I want to be completely transparent and express how deeply disappointed I am with this entire experience. *** purchased multiple Autel tools for my locksmith business, and I pay annually for the warranty with the expectation that, should something go wrong, I'd be covered. Unfortunately, this has not been the case.
  When the screen on my IM-508 cracked, I contacted support expecting a straightforward warranty process. Instead, I was quoted $450 for a repair, more than the cost of a brand new unit, which I can purchase for $300 flat. When I explained this, I was offered free shipping as an incentive, which doesnt address the core issue: Im still being asked to pay significantly more than the cost of a replacement.
  Then I was told it might cost less than $450, but with no guarantee. That kind of vague pricing is not professional and honestly makes the process feel like a bait-and-switch. Now, this latest message offers a new device for $350, which is still more expensive than simply buying a brand-new IM-508 elsewhere for $300. This doesnt feel like a solution, it feels like shifting numbers and hoping Ill agree out of frustration.
  The bottom line is:
  My tool is under warranty.
  I pay yearly for that warranty.
  Yet Im being offered repair/replacement options that are more expensive than buying new.
  This is unacceptable. Ive supported Autel and invested in your tools for my business, but after this experience, I will no longer be purchasing Autel products and will advise others in my network to do the same. Your warranty service has failed me when I needed it most.
  Sincerely,
  ****
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *
  
  
  
  
   
  

  Business Response

  Date: 06/03/2025

  Hello again ****,

  
  This is ***** from Autel. I just wanted to follow up and recap what we discussed over the phone.
  After speaking with my leadership team, Im pleased to let you know that we've approved a replacement for your tool. A return shipping label has been provided so you can send the unit in for evaluation and processing.
  As I mentioned, we do have certain policies in placelike any other companythat were expected to follow. Typically, when a screen is damaged, there is a possibility of internal issues as well. Thats why the tool must be properly diagnosed before we can confirm the full extent of the damage and the exact cost, if any.
  While we usually do not offer free replacements or waive deductibles when damage is the result of customer handling, I do understandand agreethat during your initial call, you should have received clearer information regarding repair or replacement options. For that, I sincerely apologize.
  As I mentioned in my earlier message, we truly value all of our customers. I'm glad we were able to find a resolution, and I hope this experience restores your trust and confidence in us.
  Thank you again, ***** Please dont hesitate to reach out if theres anything else you need. Wishing you all the best.
  Warm regards,
  *****
  Supervisor, Autel

  
  

  Customer Answer

  Date: 06/04/2025

  Thank you for the update.
  I acknowledge the decision to provide a replacement and the return label for evaluation. While I understand the need to follow internal policies, I still believe the situation could have been handled more clearly from the start, especially during my initial contact with support.
  Im sending the unit in as instructed and will await the results of the evaluation.
  Regards,
  **** *****

• Initial Complaint

  Date:04/15/2025

  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.

  On February 24th 2025 I purchased an autel ****** from *******I registered my product for warranty on the day I received it. On April 15 I attempted to power on the device, with no luck, when connecting the charger it has no signs of life.I called the autel support number listed on my warranty card.After waiting 1.5 hours on hold the representative told me this this model is for the Australian market and any warranty repairs would be *********** where on any of the documentation or sales listings does it say anything about specific markets, much less about the warranty only applying to specific markets. Its an autel product, under warranty and should be repaired regardless of market. How would any consumer even know that?They refused to offer any additional assistance for a product they manufactured.

  Business Response

  Date: 04/15/2025

  Hi *****,

   

   Its Ersin from Autel. So just wanted to go over what we spoke about. So the info you recieved was incorrect. The tech you spoke to was correct on the tool being a global market tool. We could have created a warranty and had the tool come in. Some tools that are sold on multiple markets do have to get a transfer fee he mentioned. Your model would have been excluded because its only a global tool. We dont have that model here in the **. All fees would have been waved. Only if their was physical damage then there may have been a deductable. You were still in a warranty with Autel until 02/26/2026. When I spoke to you, you mentioned that ****** was going to take care of you. Im sorry for the inconvenience you had. I did give you my email, so if you have any issues in the future please feel free to contact me. Have a great day *****!

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:

  I greatly appreciate your assistance in this matter. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

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

  
  

• Initial Complaint

  Date:04/10/2025

  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.

  Autel has been conducting bait and switch tactics with their diagnostic tools. I had purchased their MS906BT version and was supposed to operate and function even if you elected to not to renew your subscription. Now that they remotely executed a firmware/software update that totally bricked the device from ever detecting another vehicle. Within the software tool application, all the vehicles have been deleted so that the tool can no longer detect vehicle information and spit out that all cars are not supported. Not only did they do that, they also had removed the **** feature which I purchased this device specifically for that and made my tool more useless. The first removed the **** feature without notice, and then they bricked the device entirely. I can no longer use this expensive paper weight. I will be reporting this to the ************************ to have this further looked into.

  Business Response

  Date: 04/10/2025

  Out technical support staff reached out to the customer and the following is an outline of the conversation with the customer: 

  
  "Today, during my conversation with *****, we discussed how vehicles from 2016 and newer now require connections such as Wi-Fi or active server connections to unlock gateways for accessing various features. This practice is becoming standard among many automotive manufacturers and is necessary for performing any type of diagnostic work.
  
  ***** expressed concerns that we may have remotely accessed his tool without his consent and altered all of his software and information, which should only be possible with his approval. After our discussion, we concluded that the tool had been reset, a process that ***** confirmed he performed himself and can only initiate on the unit.
  
  To assist him, we offered a no cost two-day subscription to allow him to complete the necessary software updates and retrieve the latest software for the unit. However, ***** was dissatisfied with this solution and still believes that his unit has been compromised and that we are not providing adequate support."     Unfortunately, we could not resolve the customer's issue to his satisfaction. However, we are confident that we provided courteous and efficient customer service and offered a more than fair resolution.

• Initial Complaint

  Date:03/12/2025

  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 bought a MaxiCom MK808 5 years ago. I purchased a renewal subscription 1/4/24. Recently trying to use the scanner, it would not function after doing normal updates and kept giving me error messages that I needed to renew my subscription.This device is still supposed to function without renewing a subscription but may not perform ALL of the functions without updating.I do not renew every year and this has not been a problem before. However, I was not able to use ANY functions as I could'nt get past the first error message.I did a factory reset and now autel is telling me that I can't use the device at all unless I buy a new subscription, stating "it is the same thing if you factory reset your phone, you lose all your data".I am okay losing all my data on the device but I should still be able to use the device even if used in older vehicles.The representative said there's nothing that can be done unless I buy a new subscription. I am expecting autel to at least get my device to work up to my last purchased subscription, without having to purchase a new one.

  Business Response

  Date: 03/12/2025

  Tech support staff reached out to user and gave him a ***** subscription by which he can update his tablet to latest software. Customer express gratitude for resolution. He was also given Tech Support lead's email for continued support.

• Initial Complaint

  Date:02/24/2025

  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.

  I purchased an automotive tool: Autel TS401 MaxiTPMS TPMS Activation Tool. It was supposed to have lifetime support/update. The model was discontinued a short time after purchase (I used it once). Product support is not listed on their webpage. Subsequently I contacted their customer support (twice before receiving a response). I was provided a link for a product data base update. After uploading it the device is prompting me for a software upgrade. The device is unusable until I do so and Autel has ignored ALL further inquiries. I desire the unit to be replaced with a current model for which support is more readily available.

  Business Response

  Date: 02/26/2025

  The customer was contacted about his tool and offered a free more advanced TPMS tool.than he currently owns.He accepted that offer and the product has been shipped to him. He was also instructed that if he difficulty updating that tool that he can contact our support desk via our toll free 800 number. 

  Customer Answer

  Date: 02/27/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2024

  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.

  Bought an autel scan tool.Forgot my screen lock password. Contacted customer service. They said I need to send it in, in order to reset device.I paid for shipping to send scan tool to be reset because they said it was still under warranty.When they received tool. I was contacted by phone but was unable to answer at the time. I return the call and I was told there was a $500 fee to reset because tool was bought from *******I decline service because $500 just to reset a screen password is ridiculous. I notified them password was found and requested my device to be returned.Received device back and now my device does not turn on. They claim that device went black when attempting to flash. Then they replaced the screen trying to fix it but did not work. And a $500 fee will be applied if I want an exchange.First off I did not authorize it to be flashed because there was a fee.Then the screen was replaced without notification or approval. When I sent device in. It was functioning and now that I received it back it does not even turn on. I cant even put screen lock password anymore.

  Business Response

  Date: 12/13/2024

   The customer was contacted and the ***/Repair manager apologized to the customer for the mishandling of the servicing of his tool. The customer was sent a pre-paid shipping label for him to send in his tool which will be repaired/serviced and shipped back to him. The customer accepted this resolution.

• Initial Complaint

  Date:03/13/2024

  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.

  They said they delivered it to my house when they didn't I did not receive my order.

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and I’m truly sorry to hear that you’ve been having a difficult time with your tool.
  If you’d be open to it, please let me know the best time for a quick call. I’d be more than happy to have someone from our team reach out to you directly to address your concerns and find a resolution.
  Thank you again for giving us the opportunity to make things right. I look forward to your reply.

  Customer Answer

  Date: 04/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received the scan tool yet
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/21/2025

  Hi *****,
  It was a pleasure speaking with you earlier. Im sorry to hear about the trouble with the tablet you havent receivedI can imagine how frustrating that must be.
  As I mentioned during our call, we dont sell directly to customers through our website. Instead, we work exclusively with distributors and vendors who handle sales on our behalf. Because of this, its likely that the issue will need to be addressed directly with the vendor from whom the purchase was made.
  If youre able to provide an invoice or receipt, Id be more than happy to help track down the vendor and assist you further in resolving this.
  Please dont hesitate to reach out with that information or if you have any other questions. Wishing you a great day ahead!
  Warm regards,

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

   Autel US

• Initial Complaint

  Date:12/18/2023

  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.

  Contacted them through email regarding an issue with the screen on my scan tool. They had me send them my serial number. After providing my serial number they gave me an rga # and told me to send the unit in for repair. Only after I checked the rga paperwork saying that it was under warranty did I send the unit in. I paid to have it shipped through **** A week later they ask for my password. That same day they update the rga saying that the screen does indeed have dead spots. They then say that they need to test my battery which has never been an issue. Within 4 hours they conclude that my battery is bad and that the entire unit needs replaced. I contact them and am informed that I would need to pay 495 to upgrade the software on my device as well as a 200 dollar fee to upgrade my device. They proceeded to tell me that my device was obsolete and that they were unable to repair it. My argument was that it stated it was under warranty and that I would be having my unit repaired and sent back. They continued to argue that it was not under warranty and I told them that I have where it states it is under warranty on my rga. Luckily I screen shot everything because after I had told them that they were doing bad business and to return my scan tool and that it better be without any damage to me they went in and changed the rga to no on the under warranty. My concern now is that they have done damage to my device. If they haven't then they are be untruthful about the issues so that consumers are forced to upgrade. I feel as if I was trapped. They knew before I sent it in that at bare minimum they were going to be able to get 200 dollars out of me for an upgrade because they no longer serviced that model.

  Business Response

  Date: 04/11/2025

  Hello ******, 

   

  Im sorry to hear about the experiecne you had with your Autel tablet. Do you currently still own it? Is this the correct serial number ************? From what i could pull up, It looks like at the time of repair the tech found the battery had issues also. The tool actually shows in the settings if the drainage of the battery is normal. Once the tools come in, the technicians test the tools to make sure theres no other issues. Looks like you requested the tool back as is. Please let me know if you still use the tool. Ill try to see if theres anything i can help you with. 

   

   

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do still own the device and I repaired it myself. I was told it would be repaired under warranty and when I paid to have it shipped to you to have the screen repaired under warranty you told me that it was no longer serviceable and that I would have to pay several hundreds of dollars for me to exchange it. Totally misleading and horrible way to run a business. There was never a charging issue. 

  ****** ********
  
  
  
  
   
  

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

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

  That is my information. I will accept the replacement of my tool for the upgraded tool with the 1 year membership for 200 dollars as a resolution. Once we get things completed I will close out the case as resolved. Thank you.

   

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

  Business Response

  Date: 04/21/2025

  Im going to add the annual subscription onto you tool for you, so it puts you back under warranty. This is your new warranty claim number with us. i will be emailing you a shipping lable to you eamil to send in the tablet. So As i explained before, you will recieve a call from the warranty team. They will collect a payment of $200 from you over the phone. Then you will be a getting a new MS906PRO, with a year of updates and warranty. 

• Initial Complaint

  Date:11/20/2023

  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.

  date of transaction was approximately september, 2023

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and I’m truly sorry to hear that you’ve been having a difficult time with your tool.
  If you’d be open to it, please let me know the best time for a quick call. I’d be more than happy to have someone from our team reach out to you directly to address your concerns and find a resolution.
  Thank you again for giving us the opportunity to make things right. I look forward to your reply.