Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a brand new drone $5000 Evo 640T Thermal cam drone for a new job I got. I needed the thermal cam to do inspections. I got locked out of the remote by a passcode. They told me I had to send them the controller in order to reset the passcode. Even though it was a brand new drone with not even 1 flight they made me pay $50 to ship it to them. Then they "fixed it" as they said and now they are trying to charge me $250 for the labor and will not give me back the controller. I have emails of all of this. They are all uploaded here. They did not even tell me before they did the work that it was gonna cost me. I would have just had them send it back to me broken. Now I have lost my job because I missed work for 3 days because I didn't have the drone. Now I have no job, no working dronbe and I spent my entire saving ($5000) on the drone and cant even fly it to make money because they refuse to give me a controller. The controller cost $1100

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  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,

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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 response

  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,

  ***** 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Customer response

  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 response

  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

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On or about November of 2021 I contacted Autel North America regarding a issue with my computer scanner that I paid over $1300 and used a couple of times. I spoke with a customer service representative and provided him with the serial number to the devise and the issue with the scanner. To my excitement, the scanner was under warranty and said to mail it in so they can repair it..Due to financial hardship I was unable to send it, till months later..The reason Im filling this complaint is because they are saying Im out of warranty and out of their region(what)..In order to repair the scanner I would to purchase a warranty $495 plus $300 to get approval from a region..Im not sure what that means.. Attached are the emails providing me with a repair, replacement and forms to be filled out. Also the location where the scanner should be sent.

  Customer response

  06/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Autel USA regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Autel MK906BT code reader unit for my self employed mechanic from ***** The original ad said that it covered obd1 and obd2. I have been trying to get it to work for obd1 from the beginning with no luck. We refered to the manual included and the online manual provided on the Autel website. Today we contacted Autel customer service because it was still not working. They said that their machine software doesn't cover obd1 anymore and that the obd1 adapters included with the kit are for after **** and that it doesn't read obd1. Obd1 isn't in vehicles starting ****. **************** was abysmal and the people we spoke with we both rude and condescending. Kept trying to talk over me while I was explaining the issue. They refused to acknowledge the information written in the manual and said that we need to contact **** for issues and refunds. **** has nothing to do with Autel's misleading information in the manual. The supervisor stated that others have also called with the same complaints. The device cost $1221.88 with tax and they are refusing to even consider that the error is on their part with misrepresenting their product and aren't changing the written information. They are refusing refund. I've had this "paperweight" for 6 months now and it's completely useless. It doesn't say anywhere that they don't have obd1 software, that it only works for ****+ models and I'm disappointed with their business practices as a whole. When reviewing the manual refer to chapters 2&4. Thank you.

  Customer response

  04/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Autel USA regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  I have not had any additional contact from Autel outside of the initial contact when I tried to resolve the issue prior to contacting BBB. They didn't respond to you either so that should show their level of customer service and 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. ↩