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:22/04/2024

  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 am writing to express my strong dissatisfaction with the service provided by Vehicle Armour regarding a recent warranty claim for my 2023 *** M850i GC. I purchased this vehicle along with Vehicle Armour's tire coverage, which I expected to protect me in case of tire damage due to road hazards.On April 13, I discovered a nail puncture in an irreparable part of my left rear tire. I promptly contacted ***************************** at *********************** ***, who verified my tire coverage and scheduled a replacement. Despite these precautions, when I arrived at the dealership on April 17 to have the tire replaced, I was informed that Vehicle Armour had not approved my claim and requested evidence of the tire deflating.**** complied by sending a clear video showing the air leakage, proving that the claim fell within the coverage terms. However, due to unsuccessful communications with Vehicle Armour, my vehicle remained at the dealership for two days, which significantly disrupted my plans, as I urgently needed to move. Ultimately, I had to pay $881.53 out-of-pocket to retrieve my car.This denial appears to be based on an unwarranted suspicion, possibly due to a previous tire claim I made, suggesting that the claims were too frequent or that I might have deliberately damaged the tire myself. This is not only baseless but also illogical, as both the car and the tires are brand new and had no prior issues until the puncture.I am seeking BBB's assistance in obtaining a reasonable explanation from Vehicle Armour and a refund of the repair costs I incurred, as I believe there was no justifiable reason for denying my claim. I question the authenticity and efficacy of the coverage they provide. Had I known this would be the outcome, I would not have opted for the additional coverage nor ordered a new tire from ***.If BBB is unable to help me resolve this issue or reclaim the fees, please advise me on alternative avenues for filing a complaint and seeking restitution.

  Business Response

  Date: 01/05/2024

  We received the claim as we normally do from our dealers. Our adjudicators review the claim and all photos and documentation. In this instance our administrator and manager who are both trained government licensed automotive technicians agreed and deemed this to be not a possible road hazard incident that the customers policy covers. to us in our experience it was very obvious by the angle it entered the tire and the fact that the s**** was still protruding out sideways(see attached photo) it was deemed to be placed there in an vandalism which is excluded from coverage as stated on the customers policy. Our decision was not related  in any way to the previous tire that was claimed the month prior on a winter tire.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 21599903
  
  I am rejecting this response because: I cannot accept such an explanation. Since your administrator and manager are both government licensed automotive technicians, I believe you must have a formal inspection procedure. Therefore, please provide an proper inspection report/analysis. I don't consider simply observing damage through photos and providing verbal conclusions to be a responsible and compliant way of handling this.
  
  Sincerely,
  Fuyang Jiao

  Business Response

  Date: 15/05/2024

  As discussed in previous communication, that the location, angle, and the s**** made it obvious to us that it was not possible to be picked up on the road. In addition if it was picked up and driven over it would have been imbedded in the tire and not protruding as shown in the provided photos from the dealer