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:06/03/2025

  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.

  I purchased a contract through ******* as an employee benefit, last year. I went in yesterday for a repair at ***** of *********. The cost of the repair was declined by SnoopDrive, stating it wasn't a covered item. My contract states that ALL parts are covered, for mechanical breakdown OR failure, except maintenance items and negligence. No where in the contract terms does it state that wheel hubs, wheel studs, ect. are excluded. The physical part broken is a wheel stud, that broke inside the wheel hub, causing the wheel hub assembly to fail and needing replacement. I asked numerous times for the SnoopDrive representative to point out where in my contract it states that it was not covered and she kept repeating back to me what I stated to her, "THIS CONTRACT COVERS ALL COMPONENTS AND PARTS IN THE EVENT OF A MECHANICAL BREAKDOWN OR FAILURE, SUBJECT TO TERMS,CONDITIONS AND EXCLUSIONS (SECTION 1.D. WHAT IS NOT COVERED) OF THIS CONTRACT." The part failed; it is not named in section 1D as an excluded part. The person on the phone was so condescending and focused on proving me wrong that she wasn't even listening to what I was asking. This has been such an awful experience, to be gaslit by a company that I'm paying money to. At this point, I really don't want to sue, I just want my money back.

  

  Business Response

  Date: 06/04/2025

  We apologize that Mr. ******* has had a bad experience.  The customer service *** that he spoke with was from DriveQuest, the administrator on the platform.  All items are included unless stated that it is not covered.  His policy explicitly states in section D item "O" and says tire or wheel damage is not a covered item.   We will be happy to cancel his remaining coverage.  

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 January 29, 2025, I purchased an automotive vehicle service contract from SnoopDrive. The contract indicates that claims are to be administered through a third-party, Dealer Loyalty Protection (DLP).Recently, I attempted to file a claim through *** as instructed. They denied my claim, stating that the contract is not valid due to it being currently unfunded and referred me back to SnoopDrive.However, SnoopDrive has confirmed that the contract is fully funded and in good standing, and that *** is simply failing to fulfill their obligations as the claims administrator. This leaves me without the coverage I paid for, with both companies refusing to take responsibility and I have a vehicle that is out of service as a result

  

  Business Response

  Date: 06/01/2025

  We apologize that Mr. ***** has had a poor experience with one of our administrators.  SnoopDrive is terminating the relationship with DLP based on the treatment and lack of performance.  SnoopDrive will be placing Mr. ***** with a new A-rated administrator within the week and will upgrade his coverage at no additional cost.  Additionally, we will be giving Mr. ***** a complimentary DriveClub package for 1 year which will pay for monthly car washes, an annual oil change and many other perks to address his inconvenience. 

• Initial Complaint

  Date:02/18/2025

  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.

  I had a breakdown on my Ram 2016 on December 26 and took my car to the dealership for repairs. I handed the dealership my warranty which is attached to this email. Snoopdrive partnership with *************************** authorized the dealership to teardown my car and send photos to them. After one month *************************** told the dealership that they canceled my warranty since I wrote ****** for the mileage on the warranty and Carfax had ****** for the mileage. I asked *************************** and ************************ to pay the dealership the cost of the teardown since they authorized it and restored my car to the state it was in when I drove it in the dealership and they refused.

  

  Business Response

  Date: 02/28/2025

  We apologize for Mr. Pawa's bad experience.  Mr Pawa's claim was denied because it was determined to be pre-existing prior to the purchase of the policy via the diagnostic analysis.   His policy expressly states that it will not cover an existing issue.  We are happy to cancel Mr. Pawa's policy and have sent him the cancellation form to complete.  

  Customer Answer

  Date: 03/03/2025

  While you have stated that my claim was denied due to a pre-existing condition, I must emphasize that this determination is incorrect and lacks proper justification.

  
  

  At the time I purchased the policy, my vehicle was in driving condition and exhibited a "Hemi tick" sound, which I experienced only two days prior to taking the car to the repair shop. The repair shop informed me that this issue is a common problem in Ram trucks and could potentially require a lifter or camshaft replacement. Importantly, the issue was not diagnosed as pre-existing prior to the purchase of the policy.

  
  

  DealerLoyaltyProtection.com, the authorized entity under SnoopDrive, instructed the repair shop to conduct a diagnostic analysis, including a teardown of my vehicle, and to submit pictures of the process. The repair shop complied with these instructions in full. However, after receiving the diagnostic results, DealerLoyaltyProtection.com abruptly canceled the claim and refused to cover the costs of the diagnostic analysis, leaving me with a significant financial burden.

  
  

  This decision is not only inconsistent with the terms of the policy but also unjustified, as there was no conclusive evidence provided to support the claim that the issue was pre-existing. Furthermore, the refusal to cover the diagnostic costs, which were conducted at the direction of DealerLoyaltyProtection.com, is unreasonable and unfair.

  

  Business Response

  Date: 06/18/2025

  Unfortunately, we do not control the outcome of a claim filed with one of our policy administrators, and we do not process claims ourselves at SnoopDrive. If Mr. Pawa would like to further dispute the outcome, he will need to reach out to his warranty administrator directly. Mr. Pawa's account has already been cancelled on our side and we cannot provide further assistance on this matter. 

• Initial Complaint

  Date:02/18/2025

  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.

  I bought an extended auto warranty from ************************ to cover breakdowns on my vehicle. I have been pay the monthly premiums since April 2024. I got a breakdown this year Feb. 2025 and ************************ is not responding to to the repair shop to service my car as per the terms of the auto policy. I have sent so many emails and nobody has responded to the repair facility.

  

  Business Response

  Date: 02/28/2025

   We apologize for Ms. Pawa's bad experience.  Unfortunately, her claim was not fulfilled because the mileage represented at the time of purchase was not correct and conflicted wit CarFax data.  Ms. Pawa asked for a cancellation which we immediately sent the cancellation form, but have not heard back or received the form.  We sent a new cancellation form to her and will expedite her cancellation once she completes and returns the form.  

  Customer Answer

  Date: 03/03/2025

  Firstly, it is important to clarify that my claim was not denied solely due to discrepancies in mileage. A representative from SnoopDrive had previously updated my policy documents and instructed me to resubmit my claim, which I did in good faith. Despite this, my claim remained unapproved for over three weeks, leaving my vehicle unrepaired and causing significant inconvenience.
  
  Furthermore, the repair shop involved in this matter has expressed concerns about the lack of responsiveness from DealerLoyaltyProtection.com, even going so far as to suggest that the situation may be indicative of a scam. 
  
  I have made multiple attempts to cancel my warranty and request a refund of my payments. However, I have not received a timely response from SnoopDrive, nor have I received a new cancellation form as claimed. This lack of communication and follow-through is unacceptable and further exacerbates the distress caused to me.
  
  In light of these issues, I will appreciate it if SnoopDrive take the following actions:
  
  1. Expedite the Cancellation Process: Ensure that I receive the cancellation form without further delay and process my cancellation request promptly upon receipt.
  
  2. Refund Payments: Refund all payments I made in connection with the warranty, as I have clearly expressed my desire to cancel the service.
  
  

  

  Business Response

  Date: 06/18/2025

  Unfortunately, we do not control the outcome of a claim filed with one of our policy administrators, and we do not process claims ourselves at SnoopDrive. If Mrs. Pawa would like to further dispute the outcome, she will need to reach out to her warranty administrator directly. Mrs. Pawa's account has already been cancelled on our side and we cannot provide further assistance on this matter. Any applicable refunds are calculated and dispersed by the policy administrator and not SnoopDrive. 

• Initial Complaint

  Date:10/25/2024

  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 originally signed up with snoop drive with the intent on the 32 a week when I signed up when I looked at the profile it had said 132 a week so I had them cancel the policy before it started it was canceled now Im going on multiple weeks of them taking money out of my check. I believe the total is about ************************************************************************************************************************************************* get a refund. Of the money. Still havent. Heard nothing yet I keep emailing and Im not getting any answers. I want them to shut off the payments and send me my f****ing money

  

  Business Response

  Date: 10/30/2024

  Hello ******. First and foremost, we apologize for the experience you had with SnoopDrive. We have issued a full refund of your deductions to the details you provided us. We have confirmed with your payroll deductions department that no further deductions will come out. Do not hesitate to reach out to us if you have any further questions or concerns. 

• Initial Complaint

  Date:09/25/2024

  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 signed up with this company at the beginning of this year as through our employer we have a discounted contract rate they take payment as payroll deductions which Ive had no problem with the issue. Started about two months ago when I went to use the service and I was told the contract was never active so I have been paying for a contract that was never activated. I contacted them And they told me that I was the first one to make them aware of the issue and that they found it to be a larger problem, affecting more of their customers as well. I requested a refund and they said they would work on getting me one as they had some steps to go through to make it happen. Its now been almost 2 months And when trying to communicate with them they have no phone number listed to be able to call and speak to a person. Theyre only option is online support or email.I can wait anywhere from one to two weeks normally for a reply and I still have yet to receive the resolution that was offered to me I would simply just like this issue to be resolved so I can stop chasing it. I would let it go, but its almost $1000. That I spent with them for pretty much what you could say was empty space as there was no active contract yet they were taking my money

  

  Business Response

  Date: 09/26/2024

  Hi ********. We completely understand your frustration after your experience with both your claim and waiting for the refund. We do ask all of our customers to allow several weeks for their refunds to be processed, as we must wait to receive the funds from the Administrator on the policy first. We implement this policy for all of our customers, however, we understand the urgency of your situation and have dispatched the funds today (9/26/24). We wish you all the best moving forward! 

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******