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:17/06/2024

  Type:Sales and Advertising 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.

  Ive purchased a car in may 21 /2024 with a lbrico warranty for three mon. On June 16 I went to the repair shop and they realized that the car had a broken suspension and they sent the claim to lbrico. After one hour a person for lbrico, called me telling that the warranty doesnt cover this kind of job, but anyways we paid the warranty. So what is the purpose of paying a warranty if they dont cover?? In extremely disappointed with them

  Business Response

  Date: 26/06/2024

  Thank you for reaching out to Lubrico Warranty via the Better Business Bureau. In order to properly address this issue, we kindly request that the complainant provides a copy of their warranty document for our investigation.

• Initial Complaint

  Date:27/05/2024

  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.

  Purchased a Lubrico Warranty in Jan 2024. The vehicle needed repairs immediately and they covered nothing. Fast forward to now and the car is being written off leaving us with no vehicle because the amount insurance is giving us will not cover the car. Lubrico has refused to refund the remainder of the warranty on a car that will be scrapped.

  Business Response

  Date: 26/06/2024

  *************** purchased the vehicle from one of our dealers in January of this year.The dealer marked it up, which is normal. This means the warranty holder paid $2,000 plus tax for his warranty.
  On May 21st, 2014, Lubrico paid a $100 towing claim on the warranty, which was likely due to the vehicle's accident.
  
  Lubrico Warrantys Support Team have had 3 conversations with the warranty holder since that time and explained our answer in situations like this...
  
  We explained to the warranty holder that the warranty is not cancellable for a refund or that the warranty is not transferrable to another vehicle, as the warranty is attached to a car/vehicle,and not an Owner.  We gave the only available answer to the warranty holder as being if he had purchased a new vehicle and a Lubrico Warranty from the dealership he bought, his current vehicle from that transaction, we will work with the dealer to get a prorated refund applied to the cost of his new warranty.  Since then, we have heard nothing from this customer other than this complaint he lodged with the BBB.

  Customer Answer

  Date: 26/06/2024

   
  Complaint: 21765045
  
  I am rejecting this response because:
  There is  no response from the business.  The space under business response is blank. 

   

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

• Initial Complaint

  Date:10/04/2024

  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.

  My 20 year old son bought a 2018 Chrysler 300 from ********************* dodge in august. It started having over heating issues they told him it would likely be about 200 to find out what was wrong. Called Belleville dodge they were cheaper had it towed to them found out there is a crack in the rad and it needs a thermostat and this all isnt covered by the lubrico warranty he was sold doesnt cover it and they have quoted him $4100!! This is insane not only did the salesman take advantage of a young man with a learning disability he sold him a very over priced car 168km and was 36k. a warranty that seems to be useless. It is currently sitting at Belleville dodge awaiting my sons decision to fix it. not sure exactly what this lubrico warranty covers but one would think this would be under it!

  Business Response

  Date: 12/04/2024

  Thank you for bringing this matter to our attention. We understand the frustration that can arise when a warranty doesnt meet the expectations of the buyer once purchased.
  
  Lubrico Warranty has agreed to pay $1,615 plus taxes, towards the cost of the repairs to the customers vehicle.  Lubrico has paid the repair shop directly.  We have spoken to the customer, and they are happy with our gesture of goodwill, understanding now that the failed items are not normally covered by her sons Drivers Shield warranty.
  
  Our aim is always to ensure customer satisfaction, and we're pleased that we could assist in this instance.  We value your business and hope that this resolution demonstrates our commitment to providing excellent service.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us.  Thank you for the communication and continued support.
  
  Best regards,
  Lubrico Warranty

• Initial Complaint

  Date:29/11/2022

  Type:Customer Service 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.

  My son and I purchased a used 2018 ********** **** ********* with 111264 km on it from ******** Auto in Calgary AB on Sept 14,2022 for $21,500.00 plus fees and tax . Along with the Car we also purchased a Lubrico Warranty Powertrain Protection plan. we paid an additional $2308.95 for this warranty. After only 60 days of driving the car to and from work 30 km round trip the car broke down. We contacted the dealer and they told to take it to the Warranty approved Auto Service centre. Having done so, we discovered that it needed a new water pump and Thermostat. Once fixed we were handed a bill for $941.85 and told that when they contacted Lubrico about covering the cost , were informed the repairs were not covered. what is the point of a warranty if nothing is covered. We paid out of our own pockets all related expenses such as towing and car rental. we could have put the $2308 into a savings account and used for just such a purpose. This will be the last Warrant we ever buy.. we are asking that they cover our repair bill. Otherwise the Warranty is NOT WORTH THE PAPER IT WRITTEN ON. We are just simple folk trying to get by. We Require a settlement. If nothing is reached we will be going to the Media. People need to understand what corporate greed looks like. Thanks again. ****** ***

  Business Response

  Date: 30/11/2022

  Good Day and thank you for forwarding the complaint you received. 

  I am very sorry to hear of the disappointment expressed by the Complainant. We at Lubrico take these matters very seriously and always strive to administer the Policies we offer as reasonably and fairly as possible. 

  The Vehicle Protection Policy purchased by the Complainant was for two years of Powertrain Protection, with the additional inclusion of  the "Seals & Gaskets" option. The parts covered by this Policy are all detailed on the contract, but unfortunately does not include coverage of the vehicle's water pump or thermostat.

  In consideration of the above, while the failure was not covered, if the Complainant could please forward to me by email ([email protected]) copies of the invoices he paid, I will be more than happy to review and consider some goodwill assistance.

  In addition, I see on the Complainant's file that we have authorized some towing assistance - subject the available per incidence amount of $75.00 (plus HST). I simply require a copy of the paid towing invoice so we can process a payment for up to this amount.

  I hope the explanation helps clarify our position and I look forward to working with the Complainant to find a reasonable resolution to his concern. If he has any difficulty emailing me the required information or has any questions, he is welcome to contact me by email or at 1 800 265 1510, ext. 351250.  

  Thank you for your time and Best Regards,

  For Lubrico Warranty Inc.,

  Doug Harris

   

   

  Customer Answer

  Date: 04/12/2022

  
  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. I did email Doug as well in response to the complaint. Looking forward to seeing what his thoughts are. Once he gets back to me, I will then consider my options.I would like to see some monetary help. So far everything is fine. It’s now in Doug’s hands 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:03/10/2022

  Type:Product 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.

  We purchased a 2 year Lubrico warranty in February, 2022 for a 2012 ****** Quest. At the beginning of August the check engine light came on with the code P1778. Our mechanic advised it was an transmission code. We contacted Lubrico who recommended we use Transmission Technology. When we contact their shop they mentioned it could not be repaired and the transmission had to be replaced. We were also advised that only a used transmission would be available as new and rebuilt were not available at that time. The cost would be the same as putting in a new transmission due to current supply chain issues. Our mechanic advised that the transmission could be repaired based on his research and we authorized the repair. It is now fully repaired and working fine. When we contacted Lubrico they denied the claim as we were supposed to use the transmission shop they recommended (they had not approved using our trusted mechanic). We are now out of pocket $4,200 for a transmission repair. We purchased a warranty for $1,400 that was suppose to provide $3,000 worth of coverage per repair with a $150 deductible. We would like Lubrico to honour the warranty that we purchased. I realize that the contract states we have to use their garage but their garage would not repair the transmission and new transmissions were not available. This vehicle was used for our home day care business and it was sitting waiting for a transmission to come into stock, with no availability date. We needed to get the vehicle back on the road. We appreciate anything that can be done to help us resolve this issue.

  Business Response

  Date: 03/10/2022

  Hello, 

  We have been in contact with the customer and the situation has been resolved to mutual satisfaction.

   

  Best,

  Chad Jacobs

  Lubrico Warranty Inc.

• Initial Complaint

  Date:02/08/2022

  Type:Product 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.

  Hello, Kindly, we have a customer who purchased a warranty from lubrico Warranty Inc for car 2011 *** with VIN: ***************** on 27/04/2022 for amount: 1695$, lubrico Warranty Inc has cancelled the warranty and refused to refund the money to the customer. Please, we request a full refund of the warranty price or accept to repair the car. Thank you! Ziad ******** ****** **** **** ****** **** **** ******

  Business Response

  Date: 02/08/2022

  Good day and thank you for forwarding the complaint you received.
  
  I can confirm that a warranty was applied for on the 2011 *** X3 described by the complainant. Unfortunately, after the application was received it came to the attention of Lubrico that the warranty was not applied for on the original April 13 2022 date of vehicle sale – as required. In addition, there was a discrepancy in regards to the odometer reading reported to Lubrico by the Complainant. In light of these discrepancies Lubrico did advise the Complainant that the warranty was not valid and contrary to that reported by the Compliant, we have indeed offered to refund the full premium we received.
  
  As we have advised the Complainant previously, he simply needs to contact our Support Department to make arrangements for the processing of the applicable refund. The request can be formalized by calling us at 1 800 668 3331 or by email at: [email protected] . Please however note that the warranty value declared by the Complainant is I would assume the retail value he charged the purchaser of the warranty. It is not the wholesale value that was paid to Lubrico Warranty. Obviously it is only the wholesale value that was originally paid to this company that we are able to refund.
  
  Please advise if any further questions and thank you for your understanding.

  
  Best Regards,

  For Lubrico Warranty Inc.,
  
  Doug ******