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:17/03/2025

  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.

  Autopair agreed to cover my vehicle for extended warranty.
  
  I submitted a valid claim on October 29, 2024.
  
  The approval of the claim was not easy for them and took almost 4 months and multiple communication and followup attempts on my part during that time and approval was finally issued on February 19, 2025 with an email promising payment of $1991.72 within 12 hours of that date.
  
  As of today (March 13, 2025) no payment has been received and an acknowledgment email I sent on Feb 24/25 and two followup emails requesting payment Mar 7/25 and Mar 12/25 have not been responded to.
  
  During the waiting time from claim submission to receiving my vehicle back almost for months later I incurred vehicle rental costs of $2546.17 and they only offered to reimburse me for $350 of that cost despite the extraordinary delays….their policy as per the contract would be to reimburse $30 per day for 7 days max so as per policy they are being more generous in recognition for the time it took to approve my claim, but their excess payment was clearly arbitrary and not reflective of the costs I paid as a result of the long approval wait.
  
  I appreciated however, that they chose to cover the additional vehicle parts required to complete the turbocharger replacement as included in the $1991.72 they approved as payment to me to settle the claim.
  
  However, they replaced my main claim part (turbocharger) with an aftermarket part and not original manufacturer parts solely because it was cheaper for them.
  
  I have no receipt for the price they paid for that part as they shipped it to me directly for me to then give that part to my shop. So if there happens to be a failure on that part within its warranty period, how am I supposed to make a subsequent claim if the part ends up being faulty? I assume that won’t be necessary as my vehicle is running fine now but without any record of purchase for that part that is a risk to me.

  Customer Answer

  Date: 21/04/2025

  With regards to complaint ID ********. 
  
  They did finally pay me shortly after I logged the BBB complaint but it is certainly not a company I would do business with ever again. 
  
  They called me asking me to redact the BBB complaint feeling it was unfair that I stated the delays in my claim were solely due to them. 
  
  So I wrote them this email and have received no response to it just like you have received no response.
  
  Thanks so much!
  
  *****

• Initial Complaint

  Date:28/11/2022

  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 October 26 I brought my car to the mechanic. The mechanic identified the issue and I called autopair. Autopair approved the work and advised to submit a claim. On October 27th the work was completed on my vehicle. On October 28th, I submitted the claim. Between October 28th, 2022 and November 18th, 2022 I repeatedly called, left voice mails and send emails asking for an update. I never got a response until Nov 18. The response only said: Claim>Not covered. There was no explanation or any reason. I have since requested more information and my requests are being ignored. I continue to call and email.
  
  The company can not provide a reason why the work on my car was not approved and therefore I would like the work that they originally approved as covered OR I want a FULL refund of $2,371.87. Preferably I would like to have the work covered. But as a result of the companies inability to respond to my request I have lost trust in their ability. Right now, it seems like a scam. But I literally have no information or contact with the company to know otherwise.
  
  Background I purchased the top tier warranty on January 29, 2021 and the warranty is still valid.

  Business Response

  Date: 06/12/2022

  Firstly, unless the customer can demonstrate this otherwise, no authorization is given for any repairs before there is an actual submission of a claim (see section 7.2 of the contract).  Once received, our claims department proceed with their due diligence to determine the outcome of a claim.  In this case, the shock absorbers are NOT a covered component (see section 6.1 of the contract).

  Please find the warranty contract attached.  See sections 6.1 & 7.2 of the contract also illustrated below:

  6- EXCLUSIONS:
  IN ADDITION TO THE PROVISIONS PROVIDED ABOVE, THE FOLLOWING PARTS AND REPAIRS ARE NOT COVERED BY THIS WARRANTY NOR Wil l REFUSAL TO REPAIR SAME IMPLY A REFUSAL TO HONOUR THE WARRANTY PROVIDED FOR IN THIS CONTRACT:
  6.1 Diagnostic costs, manufacturer' s prescribed maintenance, tuning, shock absorbers, spark plugs, heading, alignment, wheel balancing, body parts, hoses, timing hoses (including timing belt and tensioners), satellite navigation system road layout system brake pads, discs, drum, exhaust system (including catalyst), manual transmission clutch lining, component for application of the delta clutch or hydraulic, injectors, flywheel, clutch release bearing, speed selector triangle, carburetor , throttle body/intake gas, pollution control system parts, cooling system arts (including radiator) engine oil cooler, transmission oil cooler, bolts, safety devices, air bags, mirrors, fuser glass, headlights, fuses, remote starter, antitheft system, battery, pinning, oils, fluids, freon, frame, tires, roof, paint, switches, switches not mentioned, modules not mentioned and any other parts not mentioned in Section 5 above. Workshop supplies are not covered.

  7.2 In the event of breakage, breakdown or replacement or repair potentially involving the application of this warranty, you must first obtain the authorization from a Autopair Warranty agent before proceeding with the repair of the Vehicle, and as soon as possible after knowledge of the breakage, breakdown or repair required so as not to aggravate the situation.

  In conclusion,  the customer proceeded with the repairs without our authorization and unfortunately the repair was that of non-covered parts resulting in a zero dollars claim payout.  We apologize for any delays that the customer felt was unacceptable.  We are inundated with sales, calls and claims but usually delays, mostly, are due to our inability to reach the customer's selected repair facility during our claims process.

• Initial Complaint

  Date:16/11/2022

  Type:Customer Service 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 think Autopair does not deserve 5 star rating due to poor customer service and False advertising:( I don’t think that most cases are approved within 6-12hours as stated in their website.)
  
  I bought my policy last August 5, 2022. I waited for my warranty card for a month but nothing arrived.
  I called last 27Sept2022 to follow up. I spoke to a person who took my personal details and assured me that I will get a call back within the day…nobody called back
  Followed up again last 19Oct2022, I spoke to a person again who does not “have access to my file as we are only offsite” so she took my personal details and assured me that I will get an email or a call back within the day…nobody emailed or called back
  So I called again the next day to follow-up but same info was given to me.
  
  Called 28Oct2022 to follow-up. Finally, an Alex K replied by email stating that the warranty card will arrive soon.
  I filed a claim last 5Nov2022 via email. It states that “Processing time: In most cases we are able to approve your claim within 6-12 hours.” For days, I did not get a reply back acknowledging that my claim was received.
  I called “claims department” followed up last 10Nov2022. Somebody answered and said “I do not have access to my file. So again I was told “I will forward your message and your info to our “claims department” and you will get an email tomorrow” Nobody emailed me back.
  I feel that there is somebody on the other end of the phone who is not writing things down. There was no “reference tracking number” of our conversation when I ask them. Also, no acknowledgement that an email was received and request is being processed.

  Business Response

  Date: 24/11/2022

  After a deeper investigation into the complaint we have realized that the customer is correct.  There was a glitch in the Warranty Card issuing partner's system and no customers from Aug 2022 had their warranty cards mailed.  We are currently rectifying this issue.  A card is currently being prepared and sent to the customer.  As per her claim, again due to the glitch, the warranty contract was not found on the system and therefore was not able to be assessed.  Our Claim's Manager is personally handling the claim to assist the customer.  We apologize for the troubles we have caused.

  Customer Answer

  Date: 25/11/2022

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

  It does not clearly present a plan to 1) automatically log (like a logbook with reference numbers) email and phone communication to consumers as a sign that it has received a claim request (or complaint), and action to resolve has started. 2) to remove advertised claim of "6 to 18 hour response" to claim request until "recent metrics" can  actually support it. 

  Consumers like me rely heavily on BBB's rating, which is why i feel disappointed. I do appreciate looking into the glitch in your system.
  

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

  Business Response

  Date: 06/12/2022

  We are working diligently in correcting this.

  Customer Answer

  Date: 15/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Thank you for your response. As of your reply last Nov 24, 2022, the warranty cards has been sent to policyholders and the glitch in the system was fixed. Just to let you know, no warranty card was received as of today. Provide tracking numbers to customers via email if you must, so customers can track it themselves. Please work harder to improve customer service.
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 21/12/2022

  We verified with the **** Warranty card provider and it was mailed to the address you indicated on the warranty contract.  Please call us immediately if you have not received it yet.  We can have a replacement sent out.  Thank you.