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:02/05/2025

  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.

  On May 8th 2020, I purchased a vehicle and purchased the extended gap insurance warranty in the event of a loss and peace of mind. We experienced a total loss April 3rd 2025, I submitted all requested documents to sym-tech for review. Over the course of the next week, they requested more and more documents, even documents they admitted to not being allowed to ask for. They advised me it would be reviewed and responded to within 24 hours at maximum. That was on Thursday 24th 2025, they have not responded to any of my emails or anything since. They essentially accused me of being behind on my payments and that eluding to not wanting to cover a covered claim. When I advised them of what they said and were doing, they essentially ****** ** * **** and told me that they already had all the needed information but haven't reviewed the claim yet. I have emailed them every day since Thursday (understanding they may be closed Saturday and Sunday) and they have yet to answer or send the outcome to the review. I started this process 2 weeks ago April 14th 2025, so it has far surpassed the 24 hour time frame they gave. I want my claim paid, or my money back for the warranty. The claim is around $3500, the warranty is around $1500

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond to this matter.

  We understand that the circumstances surrounding a GAP claim can be stressful, particularly during an already difficult time, and we regret that the customer is dissatisfied with their experience.
  

  The claim was submitted on April 21, 2025, and all required documentation was received shortly thereafter. Our team completed a thorough review, submitted the claim to the insurer on April 28, 2025, and communicated the calculated amount to the customer on the same day. We have since received confirmation that the cheque has been issued. Throughout the process, we remained in regular contact with the customer, providing timely updates and doing our best to ensure clear and transparent communication.
  

  The payout calculation was completed in accordance with the terms and conditions of the GAP contract. While we regret that the resolution did not meet the customer’s expectations, we are confident that the claim was handled with care and professionalism.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I declined your offer and advised the person I will not be accepting the "calculated" amount. That's also no longer my address, had your person been in contact as they claim, they would have asked and confirmed before mailing anything. 

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

  Business Response

  Date: 07/05/2025

  Thank you for your response.

  We would like to clarify that the payment issued was not a discretionary offer, but rather a contractual benefit determined in accordance with the terms and conditions of your contract. The claim was reviewed and processed in line with those terms, and the payout amount was confirmed by the insurer.

  We also note your comment regarding the mailing address. According to our records, correspondence was sent to the most recent address we had on file, which was validated with your claim submission. 

  Customer Answer

  Date: 07/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I was in constant communication with your company representative, I have a right to decline your offer, your contractual obligation is to pay the outstanding balance of my loan. I haven't missed a single payment and you couldn't even check what the acv of my vehicle is to do your calculations. I advised your representative as much and instead of reaching out to me to confirm information, your representatives were advised I was moving, they stopped responding altogether. I will be reaching out to my contact with *** **** ********, as I've recorded every interaction I've had with your representatives, whether by phone or email, and will be providing them everything they need to do an expose on your company since you are trying to get out of paying what I paid for. It was sold as "gap insurance, to bridge the gap between your insurance and your outstanding loan amount". The acv of my vehicle is still $20k+. I owe $2900, not $2600. I will be contesting to get the full insurance amount of $1500 back as your insurance is basically useless. My credit is going to be impacted and I will not be able to get a new vehicle thanks to your company. 

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

  Business Response

  Date: 13/05/2025

  Thank you for returning our call. We trust that your concern has now been addressed to your satisfaction.

  If there’s anything further we can assist you with, please don’t hesitate to let us know.

  Regards,

  Sym-Tech Dealer Services

• Initial Complaint

  Date:01/05/2023

  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.

  * **** ******** * **** ******** **** *** *** *********** *** ******* ** * ****** ** ** ** ******** ** ******** ***** *** ** ************* **** *** ******* ****** ** ********** ******* ** **** **** ****
  In summary:
  
  I am at my wits end with this business. ** ** ******* **** **** **** ** ********** ** ***** ***** ** *** ******* ***** **********. They make it extremely time consuming and frustrating to make any progress towards getting the warranty fulfilled just to deny your claim anyways. Just look at the other complaints. Other people have obviously had the same issues and the fact that every single business that I have went to for my warranty claim has refused to even attempt to deal with Sym-Tech is extremely telling. Do not purchase a warranty from them, it is simply a waste of money. BBB please help!

  Business Response

  Date: 03/05/2023

  Thank you for bringing your
  concerns to our attention. We take this matter very seriously and we have
  reviewed the information that has been shared.
  
  Unfortunately, as we have
  relayed to the customer on multiple occasions over the years, the customer is
  responsible for completing the required bi-annual rust inspections and submit them to us.
  To date, we have only received one in 2017. The inspections are a customer
  requirement clearly outlined in the contract. The rust inspections help to minimize the damage caused by the rust over time
  on the vehicle. If inspections are completed properly, rust concerns are caught
  early and repaired more effectively.
  
  Had the customer been able to
  supply the required documentation outlining the rust inspections, we would have
  certainly reviewed his contract/claim(s) for any rust perforation concerns that
  may be covered.
  
  While we sympathize and understand this is not
  the outcome the Customer was hoping for, we are not able to assist further.

  If there
  are any more concerns or questions about the coverage purchased, please feel
  free to reach out to us directly.

• Initial Complaint

  Date:26/04/2023

  Type:Order 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.

  I purchased a used vehicle at **** *.’s in Peterborough Ontario and we thought their extended Simtek warranty, which I was told would cover everything on the vehicle other than tires, brakes, gaskets, and small incidentals. The warranty cost me almost $4000 in 2020. Since that time I have had to spend almost $2300 out of pocket on repairs that were not covered by the said warranty. I have been in contact with the dealership many times and since last October, November 2022, I have been dealing with the dealership to get a full refund on my warranty that I have not used as well as the money that I had to put out of pocket myself due to the warranty, not covering the repairs the vehicle that I bought a **** **** ****** has had nothing but problems since the day I bought it fuel pump, fuel lines, heating and cooling system. The sunroof among other things I am now being told that they have cancelled my extended warranty and that out of that over $6000 I’ve had to put out the Syntech warranty company is giving me back just over $400. I have never ever been treated this ******** *** *************** from a company who easily took over $40,000 of my money between the purchase of the truck and the extended warranty. I’ve had nothing but runaround after run around promises for callbacks that never came months and months and months of fighting for this. ***** ****** and Sym-Tech are the worst companies to deal with. Terrible customer service, promises that were not kept & being sold a truck that had a ton of issues and a warranty that covered NOTHING - told I was getting the Ultimate Warranty for just under $4000 when in fact the paperwork said Enhanced which more that 2 ppl
  at **** ****** informed me they have NEVER sold. I would never recommend either of them to anyone that I know and I really believe that something needs to be done about this.

  Business Response

  Date: 03/05/2023

  Good morning,

  Thanks for raising your concerns. We take this matter very seriously and we immediately initiated our investigation upon receiving this information. We are committed to rectify this issue. During our investigation, the Customer contacted us directly and we are now working directly with her and the selling Dealer to resolve the issue to her satisfaction.   

   

  Customer Answer

  Date: 05/05/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  When I purchased my vehicle, I purchased a Sym-Tech rust protection package. The coverage was a lifetime warranty against rust.
  
  I took the vehicle to a dealer for inspection and they submitted a claim on my behalf to Sym-Tech. The cost of repair was $799.25, performed November 19, 2021. Sym-Tech claimed the vehicle was only worth $400 and they would only cover that amount of the repair. I contacted them several times to dispute their valuation of the vehicle and to get an explanation of how they determined the value. They were slow to respond and never provided full details other than they use the Canadian Black Book value. The black book did not have a value for my year of vehicle so they used a depreciation rate of 22% per annum, stating that was the average depreciation of the previous 5 years from the latest year that was valued for my model.
  
  I provided several sources that valued the vehicle above $800. These sources were ignored. I was never provided any detailed information by Sym-Tech to back their valuation. It seems they decided $400 was all they wanted to cover and they fit the calculations to that number.
  
  I have several issues with their method of valuation.
  
  1. $400 is less than the scrap value of pretty much any vehicle.
  2. Vehicles do not continue to depreciate at the same rate year after year. Taking a 5 year average of the previous years of newer vehicles and applying that at the same rate to older years is flawed. The newer the vehicle the greater the depreciation from one year to the next but that slows each year and is not constant.

  Business Response

  Date: 10/01/2023

  Thank
  you for bringing your concern to our attention.
  

  Our
  investigation into this matter confirmed the original claim was approved for
  $400 on September 9, 2021 and this Better Business Bureau filing was submitted on December 28, 2022; 15 months after the claim approval. 

  We understand that the resolution of this claim wasn't to your satisfaction due to the valuation methodology explained by our Claims department on multiple occasions; the most recent
  being on February 28, 2022. That
  being said, as a goodwill gesture, we would like to extend to you the balance of
  the repair cost of $399.25. 

  A member of our management team will contact
  you before the end of the week to discuss the details.

  Customer Answer

  Date: 10/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******6, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:30/11/2022

  Type:Service or Repair 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.

  I bought an extended warranty on my used car through the dealership. The warranty product is called i-Select Plus and is provided by Sym-Tech Inc. It provides two coverages: repair claims and roadside assistance. The contract says roadside assistance (towing) coverage is North America. Recently I required a tow in Toronto and was denied. The explanation was that I broke down in a restricted zone, and they did not have a towing partner available that was authorized for the restricted zone. They denied me a tow. As a result the MTO towed my car at a cost to me of $700. When I called back roadside assistance, they told me to call the claims department. When I called claims, they told me to call ********** Corp in Florida (***********) but they only handle claims. Basically no one will answer any of the following questions - why was I denied a tow if I broke down in North America, how do I submit my bill for reimbursement, what is their actual towing coverage map, would I be denied a tow if I broke down again in a restricted area of Toronto, would I be denied a tow anywhere else?

  Business Response

  Date: 05/12/2022

  Thank you for bringing your
  concerns to our attention.
  We take this matter very seriously. We have already started our
  investigation. We are also reviewing the information we just received from our
  Roadside Assistance Provider. They confirmed that a partial refund ($150) was
  already processed. This said, we would like to extend the Customer with a full refund for
  this inconvenience. A member of our management Team will contact the Customer before the
  end of the week to discuss the details.

  Customer Answer

  Date: 05/12/2022

  
  
  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. 
  
  
  
  Sincerely,
  
  
  
  ***** ********