ComplaintsforMaximus Auto Group

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 2 separate occasions where I have been left with a bill in my hand in spite of the warranty. Not only are these 2 experiences not terrible, but I’m working on a third with a PDR claim that hasn’t been addressed but was turned in over a month ago. First experience was that I got 2 flats tires and had to get them replaced quickly. I got the flats around the corner from a ******** ****. Of course I would have them do the work and replace my new tires. Well, I thought turning in a receipt after the tire salesman said they do warranty work like this often would be enough. My claim was denied costing me around $370 out of pocket. All that was said to me was they were not notified prior to the repair. That sounded ridiculous but they wouldn’t change their stance on the incident. Next experience cost $250 out million f pocket. No where in their advertising of their windshield coverage was their notification that the ADAS recalibration would not be covered by the warranty. I searched their website and could find where this was communicated to the consumer. Not impressed by the deceptive coverage and poor customer support. For the next question, I wanted to state that I have been forced to pay well over $620 but that was to other companies because Maximus did not cover it.

  

  Business response

  06/24/2024

  We apologize for any misunderstanding on the terms or coverages of your policy.  It is always our intention to provide the best possible customer experience while administering appropriately to the terms and conditions of the agreement you purchased. We have done an extensive look into your claim history to review and understand better what has occurred. 

  Looking over your prior claims, we see that we have paid to replace a tire and a key back in December of 2023.  In March of 2024 we paid to replace 2 more tires.  All 3 of those claims were covered because they fell within the terms of your agreement coverages, and prior authorization was requested and obtained from us in advance before having any work done. The terms and conditions of your agreement state on Page 1 as well as several other places throughout, that all work has to receive prior authorization by us in order to be covered.  

  I am sorry that your PDR claim has had delays in resolution.  We have our claims team reaching out to the repair provider to resolve the delay.  We will be in touch with next steps shortly.  We have reviewed your windshield claim and see that we have authorized the replacement already.  The terms of your agreement do state under the "Non-covered expenses" section that Windshield ADASA Recalibration is not covered.  

  The good news is that even though there seems to have been some misunderstandings, your policy has created a lot of value savings for you so far.  After your windshield replacement and PDR claims are complete, you will have saved yourself over $2,700 in out-of-pocket expenses that have all been covered by your Maximum Protection Plan Plus coverage.  

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  just because I have saved $2700 does not mean that these charges are fair. Not only do falsely advertise that there are no other cost to your windshield repair when there is but you’re also holding me responsible for what the repair shop should have done before they put tires on my car which was contact you.
  

  I guess before I have the dent work completed on my vehicle I should go read the fine print to See what other hidden cost I will responsible for when I pick up my vehicle. 
  

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a key replacement policy (contract ***********) through Maximus Auto Group and attempted to use the coverage on 2/29/2024. The company said the contract was voided. I have been unable to reach the company. I want the company to honor the contract.

  

  Business response

  03/05/2024

  We apologize for the frustration you have experienced during your claim process.  After looking into your claim further we have discovered that the dealership which sold you the contract originally did not make us aware of the purchase.  This was an oversight and not intentional.  We were able to reach out to your dealership and confirm that your original purchase of the vehicle did include the coverage plan you referenced in your complaint and have resolved the situation directly with them.  We are having someone from our claims team reach out to you so we can move forward with your claim now that we have been able to confirm your coverage was in effect.  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When trading my vehicle in - I assumed that the vehicle's warranty would be canceled. I was surprised to see that there was still coverage on a vehicle I did not own. I emailed the company asking for a backdated refund on or around 12/24/2023 and received no response nor confirmation that my email was even received. Called in on 1/8/2023 and was informed to contact the dealer. Contacted my dealer and was told that they could only backdate the cancellation 15 days. I am still due a refund for 187 additional days. The dealership said the system was unable to backdate any further and they had no means to request an adjustment. Contract was ************. The Equinox was traded on on 6/20/2023.

  

  Business response

  01/10/2024

  We apologize for any frustrations or confusion that occurred during the cancellation process.  All cancellations are processed and calculated based on the date the cancellation request is received.  Our records show that 1/8/2024 was the official date we first received notice of your request to cancel.  We show that as a courtesy, an exception was made to backdate your cancellation date to 12/25/2023.  We are unable to extend the exception beyond that date.  

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is nothing in the agreement around the cancellation not being allowed to be backdated. Yes - the dealer did what they could and said that on their end there was nothing they could do and that they've asked for the functionality to backdate more. I've not owned the vehicle since June 2023 and yet I could only get a backdate of 15 days. 

  I've cancelled my other contract in light of this as well. I will never purchase another MAG product. 

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

  

  Business response

  01/12/2024

  The terms of the agreement under the cancellation section state the following: "If this Agreement is cancelled after thirty (30) days from the effective date or if service for a claim(s) have been rendered to You or on behalf of You, You will receive a pro-rata refund based on the time expired less a fifty dollar ($50) cancellation fee and less claims paid to You or on behalf of You". 

  Your cancellation request was processed per these terms and conditions.  Any time prior to the date you informed us you wanted to cancel the contract is considered time expired.  An exception was made to reduce that time expired as a courtesy. We are unable to reduce it any further.  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim number ********* The repairs to my windshield was made at my fathers address **** ** ***** ** ** ******** ** ***** on 12/6/23. ******** **** ***** repair was the vendor Maximus used. I called Maximus because I noticed there was a line going upward and slighted downward on my windshield the very next day 12/7/23. I sent before and after pictures to Maximus whom requested I send an additional photo from outside my vehicle. After there investigating I was told I could take my vehicle to ***** ********* where I purchased it from and Maximus would pay for labor, fees and tax but not the cost of a new windshield that I would have to pay for it. My thing is if the repair person could not fix my windshield without causing additional damage he should have said that at the beginning. I feel because I sent that 5th photo that Maximus has come up with a clause that’s in their contract so they would not be responsible. I never signed any paperwork saying I understood what could happen if the chip could not be repaired or in some attempts more damage could happen. Maximus mentioned because of the sensors and camera in my vehicle it’s now up to the dealer to make the repair but at my expense of this windshield. Had I known this coverage was not effective I would not have purchased it plus the cost was added to the contract and financing of my vehicle. Since the company ******** caused more damage to my window both parties should get together and make these repairs at no cost to me or pay me back the $799 I’m paying plus any interest and fees added by my finance company. My next step is small claims court. Because the proof is in the pictures

  

  Business response

  12/13/2023

  We apologize for any frustration this claim experience has caused you.  We did a full review of your claim so that we can propose the best resolution.  After reviewing your claim, it appears that you may have a wrong understanding of your coverage.  The protection plan you purchased does cover windshield replacement in the event a repair is not able to be completed.  Our notes indicate that your claim rep explained the only thing not covered by the policy is any cost for recalibration of your vehicles Advanced Driver Assistance System (ADAS).  Should that be required, you would be responsible for that portion. The policy will cover parts and labor for the windshield replacement itself. Our notes indicate that you are planning to take your vehicle to your dealership to have the windshield replaced.  All we need is for your selling dealership to contact us with a price quote before doing any work so we can authorize the replacement cost, then once the work is complete, we will pay them for the authorized replacement.  Please feel free to reach out to our claims department at ************** if you have any additional questions about your claim.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/2023 Will not approve to have a tire replaced on my *****. Says the denial was because of the wear and tear of the tire. The tires on my ***** were just bought about 4 months ago and i have the receipt to prove it. I think this is a terrible way to do customers. This company does not stand behind what is fair The contract has never been given to me for me to read all the details only the 1st page was presented to me to this day. How are contract holders supose to know the fine details of a contract if we cannot see it!!! Contract # U*********8

  

  Business response

  11/30/2023

  We have researched your complaint and confirmed that the reason your claim was denied was due to the tread depth being at 2/32" on both tires.  The terms of your agreement state that tires with less than 3/32" tread depth at the lowest point are excluded from coverage.

  In your complaint you stated that you purchased these tires just 4 months ago. Most tires come with a manufacturer treadwear/mileage warranty.  It is not normal for tire tread to wear that quickly unless you drive an excessive number of miles on them.  If you are unsatisfied with the amount of time the tread has lasted on your tires, you would need to discuss that with the manufacturer.  

  In regard to your complaint about only receiving the first page of your contract terms, it is standard practice for your selling car dealership to provide a full copy of your terms and conditions when you purchase a protection plan.  The signature panel on that first page of the agreement you referenced indicates that in the signing box that you agree you have reviewed the full agreement.  We are happy to provide you with another copy of your terms and conditions if needed.  Please respond back to this message and provide us with an email address you would like us to send it to or contact our claims team at ###-###-#### to discuss other delivery options.  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a PDR Warranty when we purchased our 2021 Jeep Grand Cherokee L from the dealership through Maximus Auto Group. Recently, we've had two small door dings and have gone through the process to get this claim processed. I received an estimate from a PDR company. I sent this to Maximus who then denied the claim. Stating that they talked to the guy who did the estimation who stated that there is paint damage that also needs to be fixed and he would need to remove the doors. After hearing this I immediately talked to the company/guy who confirmed he has not talked to Maximus on the phone or via email about the claim. There is no paint damage that needs to be fixed, it is a relatively simple PDR fix beyond removing the inside door panels to get to the dents better. The estimate he sent over that I sent to Maximus does not state there is paint damage that also needs to be repaired. Since they have denied this claim and put notes that there is paint damage on the file, I was informed that I cannot submit a new claim for the same dents now even though there is no paint damage to the areas. We have ultimately been lied to from the claim's processors (I have now spoken to two different ones)/company and would like a full refund for the amount we paid towards this service which was $833.56 (for a 4-year warranty, Contract # *********** Effective date 08/14/21), I can provide the contract pieces that we signed for this if needed) as we see this as a scam and outright lie by the company. I will recommend every family member, friend and acquaintance to refuse any type of service from this company going forward. I am including the estimate that I received from the company that shows nothing about paint damage just the PDR. Until they can provide proof that they talked to him (according to him he has never talked to them) then they have flat out lied and refused to cover a service we have paid for and is a justification for a refund for denial of service with no means.

  

  Business response

  08/03/2023

  We have completed a review of the claim mentioned in this complaint and the decision for the denial was accurate based on the terms and conditions of the customers agreement and the information that had been provided to us at the time the claim was filed.  We did not find that any misinformation was communicated to the customer after reviewing the recorded phone call.  Because the customer’s BBB complaint indicates that information we received initially about the claim is not accurate, we are completing a secondary review of this claim and have reached out to the customer leaving them a message to contact us back so we can find a satisfactory resolution. 

*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. ↩