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:09/17/2023

  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.

  I bought an AUTEL MAXISYS 919 right away the thing had issues so I called tech support. when on trh4e phone with tech support I was told to send unit back and they asked what I used it for. I explained the scope and modual programming. I was told I bought the wrong scanner I should get the IM608. I had an hour long chat and told the Autel worker what I mainly do and he said get the im608. I asked a few times this is afterr covid im on tyhe last few dollars I have and was trying to get something that can make me money. out of 15 cars I was able to program 0, i was able to make a key fopr a new jeep thats all this has done and when i call tech support they say you bought the wrong scanner. i acually got a call from autel and they did send me the upgraded vci but say they do no programing evven though there info on tools say they do. I am going out of buisness I dont have a scope which I really needed I fig program a few cars then buy one. I lost a few customers for falsly advertixzing and they are right. beware these scanners are great if you do 2014 And older cars which I really dont. and the kicker the ultra which I got another shop to buy did program 3 cars. I have gotten 4 scanners sold 1 im608 1 maxi 919 and 2 ultras go figure

  Customer Answer

  Date: 10/12/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They are trying I will give them that they sent me the updated vci but it still dosnt solve my problem I was  advertising pcm programing around $250 but every car I couldnt and tech support would say the Ultra can do that.  I had to pay to program these models coasting 250-1300$ and eat the diffrence.  I lost a big end of diag becasue I gave up scope with hopes of doing a few programs and buying one.  I dont want anything for free I will figure out how to come up with diffrence if they just swap out scanners I know the ultra is more and I will cone up with money thats not on them but im just asking for them to accept that I am an only father with 2 young teens and I dont have the tools I need to  succeed either way I cant program and im limited to diag without scope.  I had a friend lend me an external autel scope to try on the in608 and it was horrible.  I want to make it clear to this company I talked ***** into going with your systems when 33 stores they were gonna go with ez system then I talked them out of snap on to get maxitpms I tried for higher but ***** spends 1000's in valves.  I got knites auto to buy an ultra when I worked there, I went on my own jan 2020 then Covid so I borrowed the money to buy the scanner because very few people offered that level of diag and I still tell people to buy Autel.  I just cant find someone to talk to when I call 

   

   

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

  Sincerely,

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

  Business Response

  Date: 04/11/2025

  Good afternoon,
  
  I apologize for the delay in response, and Im truly sorry to hear that youve been having a difficult time with your tool.
  If youd be open to it, please let me know the best time for a quick call. Id 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.

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising 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 a level 2 plug in car charger December 2022 with a "3 year warranty". The charger was not functioning properly and would shut off, leaving me without a full charge. I tried to contact Autel but they were of no help. I had to purchase a new charger and have it hardwired. When I contacted them again they said they would need me to have their charger installed to trouble shoot, which is now not an option since I had to have a reliable charger hardwired in lieu of the outlet. They refused to honor their warranty without me spending 100s to have it installed for "troubleshooting".

  Customer Answer

  Date: 08/21/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  They want to send back my defective wall charger and send me another of theirs. But I have already had another brand and hardwired because the Autel was faulty and was unable to charge my vehicle at home as advertised. Sending me another Autel would be useless and would not resolve the issue. 

   

   

  Sincerely,

  ***** 

  Business Response

  Date: 04/11/2025

  Good afternoon *** **************** very sorry to hear that youve experienced an issue with your Autel charger.
  Normally, when a charger isnt functioning as expected, we walk our customers through a few troubleshooting steps to identify and resolve the issue as quickly as possible. We understand how essential it is to have a reliable charger, and our team always works swiftly to ensure any disruption is minimized.
  That said, we want to make this as smooth as possible for you. To address your concern quickly, were happy to forgo the troubleshooting process and move forward with sending you a replacement unit under warranty.
  All well need is the return of the defective charger. When you have a moment, please confirm whether you still have the unit on hand, and well begin processing the replacement immediately.
  Thank you again for bringing this to our attention, and we appreciate your patience.

  Customer Answer

  Date: 04/14/2025

  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.
  

  However, it has been nearly a year since I submitted this complaint and I have since disposed of the faulty charger. 

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

  
  

• Initial Complaint

  Date:01/06/2023

  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.

  SENT A AUTEL SCANNER IN TO BE REPAIRED AS PER THEIR INSTRUCTIONS RGA#*************** **** # *********** . THEY LOST THE ****

  Customer Answer

  Date: 01/31/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  The scanner sent to me is also defective and the charger for the scanner was not returned to me  

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

   

  Customer Answer

  Date: 02/27/2023

  At this time, I have been contacted directly by Autel USA regarding complaint ID ********, however my complaint has been resolved . 

  They have replaced my lost scanner and replaced my charger . They also compensated me for the time the scanner was missing. Thanks Autel for making this right.  

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:09/27/2022

  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.

  A ********* vehicle reader was purchased , it worked for the majority. But the function I bought it was bought for won't work. It has now become unable to recognize the vehicle or perform advanced functions. At this point it is just a vehicle reader not diagnosing tool. I've had multiple calls with Autel. Emails, the tool was sent back to them, I paid shipping back. Even though it is still under warranty. They sent a new cord and said the tool worked fine. Not true. Still won't recognize vehicle or provide information. I have made contact again through yech support. A return call was promised in ***** min. That was over an hour ago. They refuse to fix or replace the tool. And are now not attempting help through tech support or call back. This tool was $1300.

  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.