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:06/22/2023

  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.

  On May 20, 2022, I was at ************* Dodge dealership and purchased a vehicle with multiple service contracts. Shortly after purchasing the vehicle, I refinanced the vehicle which saved me *********. The new lender offered me service contacts that cost me $500 compared to the $7000.00 with APEX. I attempted to cancel the service contracts and get refunds, but the service contract documents show that consumers only have 10 days from the date of purchase to cancel. The documents show they were last updated in 2016. In 2021, ***** passed a law for consumers (HB ****) effective Sept. 1, 2021, which provides consumers with the right to cancel service contracts for a full refund, without penalty within 31 days from signing. See ***** Occupations Code: Sec. *********. CANCELLATION BY SERVICE CONTRACT HOLDER; REFUND. Further, within that law, it states that if the dealer requires the consumer to finance with them exclusively, (which they pressured me to do) they are restricted from offering the service contracts to the consumer. I understand this is state law and requires a separate regulating body to investigate, but this is my experience. I have emails from APEX showing that they are knowingly and willfully violating the state consumer protection laws in order to protect their profits. They refused to refund me any portion of the ***** I paid. I am very concerned that this practice is not just impacting me, but the many other ***** Consumers.

  

  Business Response

  Date: 06/22/2023

  I will be more than happy to look into your issue, but you may be confusing a service contract and a product warranty.  I am unable to open your attached files in the eml format.  Please forwarding those files as a pdf to ******************************* with BBB complaint and your last name in the subject line.

   

  I can assure you that our *************** Contract is cancellable at any time during the contract term with a full refund being given if requested within the first 30 days minus any claims paid and a prorated refund based on the greater of the miles or time used minus any claims paid and minus a $50 cancel fee.

• Initial Complaint

  Date:05/19/2023

  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.

  was sold the gold package when i bought my 2015 rav 4 june 1 2021. took my vehicle to ****** of ****** for some issues thet was supposed to be covered under the warranty. one problem was electrical outlet that ****** traced the wiring to a bad fuse, electrical was supposed to be covered but i had to pay *****. the other was rear hatch shocks were making noise and would stop in the middle of opening the hatch sometimes. these motorized shocks were supposed to be covered under the warranty but of course they denied it. you pay for the warranty but all they do is deny everything.

  

  Business Response

  Date: 05/19/2023

  Please reference your contract for the specific coverage language.  Gold coverage is a "stated component" coverage plan which in ******** terms means the part must be listed to be covered and if it is not listed it is not covered. 

  The contract lists Electrical coverage under Gold as:

  "ELECTRICAL: Alternator; starter motor; starter solenoid; starter drive; alternator voltage regulator; power window motor; power seat motor; wiper motors; distributor; manually operated switches; coil; horn relay; electronic ignition module; rear window defroster (except for physical damage); rear window heating relay; power door lock and actuator; convertible top motor; power antenna motor and mast drive cable; electronic fuel injection sensors, control unit and injectors; electronic transmission control module; gauges; stereo or audio equipment; cruise control components; sunroof motor; mirror motors; wiper washer pump and motor; combination entry system transmitters and receivers."

  In addition, #3 in the General Contract Exclusions states the contract does NOT cover the following:
  

  Normal maintenance items or parts normally designed to be serviced or replaced periodically during the life of Your Vehicle, such as, but not limited to: oil, coolant, fluids, lubricants, refrigerants, filters, (except when required in conjunction with a covered repair), spark plugs, spark plug wires, glow plugs, light bulbs, sealed beams, lenses, fuses, wiper blades and arms, battery and battery cable, drive belts, coolant and vacuum hoses, brake rotors, brake drums, brake pads and linings.

  Fuses are clearly listed as an excluded item.

  With regards to the complaint about the rattle of the shocks in the rear hatch, there are two exclusions that apply, #2 and #5:
  

  #2 excludes: "Any loss to Your Vehicles frame and chassis, exhaust system including the catalytic converter, transmission cooler lines and hoses, manual clutch release bearing, clutch pilot bushing or bearing, clutch disc and pressure plate, shock absorbers or MacPherson struts, wheels, wheel studs, convertible top and straps, window and door handles, cellular phones and video entertainment equipment (unless Factory installed). All fasteners, including, but not limited to: bolts, studs, nuts, pins, clips and retainers (except when required in conjunction with a covered repair)."

  and #5 excludes: "Repairs or adjustments to correct squeaks, rattles, water leaks or wind noise."

  As you can see, rattles are not a covered mechanical repair.  We take every step possible to ensure we adjudicate each claim to the letter of the contract.  Unfortunately, the failures noted in this claim were clearly not covered under the contract.

• Initial Complaint

  Date:03/08/2023

  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.

  Extended warranty. This company does not honor the agreement. Breach of contract.

  

  Business Response

  Date: 07/14/2023

  The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop.  The complaint should be removed.

  

  Business Response

  Date: 07/14/2023

  The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop.  The complaint should be removed.

• Initial Complaint

  Date:09/12/2022

  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.

  On 9/9/2022 i called apex to get roadside assistance i needed my tire changed. i got thru to a rep and was told id receive a text when someone would be in route to come help me. 5 min passes and i receive a text stating someone would be there to help in 60min about 55min pass and i get a phone call from a guy saying he had another job to do and that it would be another 2 hours till he could make it to me. i called apex back and spoke with a lady who said she would see about getting someone else just to be informed that if she canceled the first guy that couldn't get to me no sooner than two hours the wait might be longer. keep in mind I'm in the middle of a somewhat busy town the company I pay couldn't find me any help no sooner than 3 hours. I got to the point where I had to ask a stranger could I pay them to change my tire. I called apex back and talked to several rude employees that were completely no help what so ever. got transferred to claims and was told they don't do refunds for roadside and they didn't know why they told me to call them. everyone down to management was very unhelpful and unprofessional one manager told me I needed to speak with someone in roadside because that's who I had "BEEF" with. Hope im never actually stranded because who can i call on not apex who i pay. not to mention they also had they came out and helped me after i was on the side of the road for 2.5 hrs and i told them i had paid someone out of pocket to help me.

  

  Business Response

  Date: 09/12/2022

  I am sorry for this inconvenience.  The roadside services are actually provided by a 3rd party vendor, not Apex directly.  Can you please email ******************************* with your information including the *** of your vehicle and your best contact information so I can research this event with our provider and get back to you?

• Initial Complaint

  Date:09/01/2022

  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.

  When I bought a used car from ******* certified they told me I had to get apex they failed to tell me that it was almost 9K worth of add-ons to my loan and when Ive been trying to cancel literally EVERY add on that they offered they told me I had 10 days from the date to cancel when Ive been trying for the past 6 months to cancel everything now I have a used car with 7K-9K worth of negative equity that I cant refinance or trade In because they refused to cancel the rest of the add-ons when I had called apex they said in order to cancel everything the dealership would have to fill out a form to cancel the remaining stuff and submit it when I tried to go in I was told I had no idea what I was talking about I had never made an effort on canceling anything and I had rude attitudes to me my wife and my mother by 2 managers all about canceling some stuff so I can get rid of the car and Im not the first service member to be taken advantage of by this dealership or company

  

  Business Response

  Date: 09/01/2022

  I will look into this matter on your behalf and will respond once I have all of the information from the dealership.

  Customer Answer

  Date: 09/01/2022

  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.
  
  Regards,
  
  *************************