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CarXoom complaints

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875 South Cobb Drive SE
Marietta, GA 30060 | Get Directions

(678) 217-7777

http://www.car-xoom.com

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Total Amount in Dispute:
$5,500.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, some complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

2 complaints against CarXoom closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against CarXoom

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3/4/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

2/2/2024

I had an extended warranty on my car from a company, because I was sold a car with the warranty to cover. But when I went to get my car fixed, I found out that the mileage was incorrect. The extended warranty canceled my contract, and promised to return my $2000 to CarXoom. I contacted Marco, the manager, and he assured me that he would take care of it. Later, he called me back and said that the warranty had been taken care of. I even resigned the title with the correct mileage on it, so there should be no problem. However, I have been trying to contact CarXoom many times, but they have not responded. This is unacceptable, and I demand a prompt resolution of this issue. Resolution Sought I demand that my car be fixed immediately and request a full refund of the extended warranty payment of $2000. Also for the bbb to respond to this inquiry.

Company Response

2/19/2024

We are so sorry you ran into a problem with your warranty. We listen and respond to all of our voicemails and emails and we received none regarding this issue. Did you contact us regarding this issue? if so, what number did you use. Please give us a call at 678-217-7777 and someone will surely help you out with a resolution. Thank you.

Customer Rebuttal

2/21/2024

I've been complaining to Marco and other team members about the car. my extended warranty had the incorrect mileage listed on the report that integrity had finally they wanted me to bring the car to them cars zoom to fix the problem. I took it to them on February 5, 2024 and receive my car back on February 14, 2024, so everyone was very aware of the problem because I didn’t want to take it to the dealership. I wanted to take it to the BMW dealership where I had my extended warranty from them to use anywhere, my car still has a howling noise every now and then from the water pump they supposedly have fixed. Hopefully it doesn’t run hot.

9/25/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,500.00 Amount Settled: $0.00

Customer Complaint

8/17/2023

I purchase a vehicle 2015 Q7 from. Carxoom with a 3500 service warranty. When the vehicle had a a.c. problem take it to a dealership to get repaired. Call the warranty number and they said the vehicle does not have a warranty and I need to contact the place I bought it from which is Carxoom of Marietta. Called and text my salesman several times including text messages and he stated everything is okay. I had to pay out of pocket for the vehicle to be fix which was 1300 dollars. Couple of months later the warranty was reinstated June 8,2023. I call the warranty company for reimbursement for the a.c.repair and they said I need to contact Carxoom for reimbursement. Resolution Sought I would like my 3500 dollars to be reimbursed. I have all paperwork to prove along with text messages from my salesman.

Company Response

9/13/2023

Company states: When we received the 1st notice from BCA, we went ahead and cancelled customer's warranty. Processing takes 60-90 days. We are waiting for the refund check. As soon as we receive it, we will forward to customer's lien holder, Metter Bank. Please have customer reach out to lien holder to receive any refund.

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