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:06/30/2025

  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 was contacted about an extended warranty for my car. I agreed to the extended warranty and was charged an initial $199.00, this was withdrawn from my account. I have never received anything telling me about my extended warranty. When I called the 800#, I was asked to provide m checking account. They did not ask a name, address, phone#, anything else, just a checking account#. When I asked for clarification as I had already provided my checking account, otherwise the initial $199, would not have been charged. I asked why my checking account number would be needed, and was told, who would know better as to what is needed, me or you. I asked to speak with a supervisor, was told no, and then hung up on. I have no idea if this is a scam Or what.

  Business Response

  Date: 06/30/2025

  We appreciate Mr. **** bringing his concerns to our attention and the opportunity to respond.
  After reviewing our records, wed like to clarify a few key details:
  
  Mr. **** completed a purchase for an extended warranty plan on June 11, 2025, and the payment of $199 was made via a credit/debit card ending in 8474, not through a checking account.
  
  At no point did our team request his checking account information.
  
  The follow-up call he referenced was made to confirm key vehicle details specifically the *** and mileage which are necessary to finalize and activate the coverage.
  
  Mr. **** did in fact provide a picture of the *** and mileage via email, which we received and appreciated.
  
  We regret any confusion or frustration caused during the verification process, and we apologize if the communication was not as clear.
  
  At this time, his payment has been processed, and his policy is active and in good standing. We will be happy to resend his policy documents or address any further concerns he may have.
  
  Mr. **** is welcome to reach us directly if he needs clarification or would prefer to speak with a supervisor.

• Initial Complaint

  Date:05/15/2025

  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.

  Date of transaction: 5/15/2025 Amount of money taken without consent: $99.00 This business advertises auto warranty sales, one of which I originally was going to do but eventually expressed disinterest and declined the services. The customer service *** decided to end the conversation when I asked her if my card information can be removed. This action was done twice and no further things were said except her saying okay, goodbye ***eatedly. This issue has not tried to be resolved, which is disturbing.This business has called with this specific *** to try to get me to agree to other figures, but they claim thats a different company even though the same person has called 4 different times in the past 2 ******** feels very much like a scam.

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to this complaint.
  
  After carefully reviewing our call logs and account records, we found no prior contact with the customer since their initial sign-up on May 1, 2025, until we received their voicemail on May 15, 2025. There were no previous calls, requests to cancel, or indications that the customer had declined the service prior to the transaction on May 15.
  
  The statement that the same representative called multiple times is not supported by our call records. Additionally, our customer service representatives are trained to end calls respectfully, particularly if the caller is unresponsive or unwilling to continue a conversation.
  
  We regret any misunderstanding and are happy to process a full refund of the $99.00 as a gesture of good faith. We have also ensured that the customers information has been removed from our call list and system.
  
  Please feel free to reach out to our support team directly should you have any further concerns. Our goal is always to resolve matters promptly and fairly.

• Initial Complaint

  Date:02/10/2025

  Type:Product 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.

  Contract Agreement started March 2022, Full premium was paid for 48 months of warranty service. First and only claim was made in June of 2024; a full two years after the effective date of the agreement. I and the auto repairer contacted the claims department of the company and was told that I did not have warranty service with them. I had to make numerous calls to the company and was given another number to call. Finally, I was told that yes, I did have coverage. A claim was submitted. It took so long for the claim to be acknowledged, that I ended up having to pay for the covered repair my self and wait for reimbursement. I did not like the way I was treated after an error that was made by their company, so I asked for a refund of the used premium. I followed their instructions on how to request the ********* first, I was told that I could get the refund through their refunding my debit card. I had had some other problems with my bankcard and was advised by my bank to close that one. Therefore, the company cannot put the funds back onto that card. I requested that they do a check to me. My request for refund was made August 29, 2024. As of today, I have not received it. I was told two checks had been sent to me, but I never got them. In between the multiple phone calls I have made, I was also, that I was not due a refund, that someone in the ***************** had made a mistake.I know I should get a refund of the unused premium; starting from the date of my request August 2024 until March of 2026. Either I still have coverage or I get a refund. I do not want to have any coverage with this company. I requested a refund following their instructions, but I have not received it.

  Business Response

  Date: 02/18/2025

  We apologize for any inconvenience caused. On May 22, 2024, Mrs. ****** informed us that her car was in the shop for repairs. We advised her that we would need to contact the repair facility for an invoice to confirm the covered damages. The repair shop reached out on May 27, 2024, noting a repair for $1,146.81 related to wheel bearings and front wheel hub bearings. On May 29, 2024, Mrs. ****** called to inform us she paid for the repair out of pocket to avoid delay and requested a refund for the shop to reimburse her. We explained that the company should have been notified before the work was completed. A refund of $1,146.81 was issued to Mrs. ****** on May 31, 2024.
  
  On January 7, 2024, Mrs. ****** inquired about extending her policy for a higher level of coverage but ultimately chose not to proceed due to the additional cost. On August 2, 2024, she requested to cancel her coverage, and we provided cancellation procedures. A cancellation letter was received on August 20, 2024. On August 26, 2024, she asked about a refund. We explained that refunds are processed in the order received and that she would be eligible for a prorated refund based on the coverage used, which was *****%. We clarified that prorated refunds are calculated based on either the days or miles used, whichever is greater.
  
  Mrs. ****** requested the refund be sent to her sister, ******* Lawtons account, as her own accounts were closed. The prorated refund was processed to the card ending in 7824.
  
  

  Customer Answer

  Date: 02/18/2025

  
  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,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:10/28/2024

  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.

  This company calls me 3-5 times every week day asking for a person who is not myself. As soon as I tell them that I am not the person that they are looking for and request that they remove me from their call list, rather than acknowledge their mistake and stop calling me, they continue to harass me. I want to be removed from their call list as I have no business with them nor will I ever have business with them.

  Business Response

  Date: 10/29/2024

  We sincerely apologize for any inconvenience this may have caused. As an inbound call center, we primarily handle incoming customer calls; however, there are instances where we may make outbound calls if a customer specifically requests a callback. Please rest assured that we will take steps to prevent this from happening in the future. Thank you for your patience and understanding.

• Initial Complaint

  Date:06/13/2024

  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.

  My elderly (age 91) father received a call apparently from this company. My father has a diagnosis of Alzheimers Disease. He has no memory of anything that happened 5 minutes prior. As of February I got power of attorney and am handling all his finances and medical. I have hired a dementia caregiver who is with him 7 days a week.In going through his bank statements I saw that he was charged $3,100 for a car warranty. He had no memory of this at all. Someone got a hold of his credit card number and charged him. His car has been sold as his license to drive has been revoked due to medical issues (Alzheimers). I have called this Auto warranty company several times. At first I was told to send in the power of attorney paperwork by email which I did and they acknowledged receiving. I then sent in proof that the vehicle was sold. I have heard nothing. I've called them again and they said they can't find the power of attorney paperwork. This is a shame taking advantage of elderly people. I have cancelled his credit cards so that he can't be scammed again but I want his money to be refunded or I will turn this case over to an attorney to pursue.

  Business Response

  Date: 08/07/2024

  I'm very sorry for any inconvenience, unfortunately when a customer calls in request to purchase **********************, we have to service the customer, we aren't able to judge the caller. However, if ever we have a POA calls in requesting to canceled policy, we handle this with urgency. Please contact **************** so that we can rectify this situation. 

  Thank you for your time and patients! 

• Initial Complaint

  Date:06/13/2024

  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.

  July 17th 2023, bought the service over the phone. 1 week later, trying to cancel the policy after figure it's not suitable for my car. Call in the customer service and declare I want to cancel the policy, they said I have to mail in a signed cancellation letter instead of just by email or by the phone call. Mailed in July 24th 2023 and another one in August 1st 2023. They said they did not received them until Aug 31th 2023(which does not make sense, not sure if they did it on purpose) so I am out of cancellation policy period and can not get first month recuring refund. got charged $195 07/17/2023 $221.56 08/07/2023 $221.56 09/07/2023 only got refund $190.62 09/18/2023 $221.56 11/25/2023 Need another refund of $221.56 which I am missing as a full refund

  Business Response

  Date: 07/08/2024

  Dear ********,
  
  
  You were refunded in full for two different transactions.
  
  
  Please let me know if you have any more questions or need anything further. Have a wonderful rest of your day.
  
  
  Sincerely,
  Management

• Initial Complaint

  Date:10/24/2023

  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.

  On 9-13-2023 my Mother stated that she spoke to a man named ***** and he told her she needed to get this car warranty to remain covered on her vehicle. She said she asked him if this was her car dealer warranty and he said yes. She purchased the warranty and was told she had 30 days to cancel if she changed her mind. On 9-14-2023 my Mom, *************************** contacted the warranty company at ************ and told ***** that she wanted to cancel and that he confused her by making her think it was her car dealership warranty that had ended. He told her to look over the policy that is covered better than what she had. He was rude and she got upset and disconnected the line. I contacted the warranty people on 9-18-2023 (with my Mom present) to tell them that she already had coverage and didn't need this policy. We spoke to ***** once again and she confirmed over the phone that she wanted to cancel it. He said we couldn't just cancel over the phone she needed to type up a letter to cancel it. So the letter was typed and sent out on the following day with the info he told us to include. The letter is attached. He told us to phone the following week to verify they received it. We phoned on 9-27-23 and verified with ***** that they had received the cancellation and the check went out that day. Phoned back on 10-3-23 and was told the check went out on 9-29-23 and to give it until 10-13-23. Phoned 10-16-23 and spoke to **** and was told the check didn't actually go out until 10-6-23 and to give it until 10-20-23. phoned back on 10-24-23 and spoke to ****** and was told it did go out on 10-6-23 and we should have received it by now. he cancelled the check and said they would reissue another because it must be lost in the mail. The other check would go out friday, 10-27-23. We are upset that this is taking so long. They didn't have any issue communicating thru the mail about the policy which was received but now the check seems to be getting lost in the mail. Just want refund ASAP.

  Business Response

  Date: 12/20/2023

  This account was cancelled and a refund check was sent. However, they disputed the payment, we had to void the refund check. The daughter spoke with my assistant *************
  

  
  

• Initial Complaint

  Date:08/22/2023

  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.

  I purchased car warranty and when I went to use it I was told they would not cover my car since it was "salvage". They said they would issue a credit two months ago. Every time I call there is something else they need. I am still waiting for the "manager" to call me. Not sure why this is taking so long. They had no trouble billing me every month, so why can't they issue me a credit?This is borderline fraud. They knew it was salvage but nothing was said until I went to use it. Then I had to send in copy of my title to prove to them it was salvage! They are the ones who told me but then I had to prove it to them.I spend so much time calling them and getting put on hold, then being told everything is in order a manager/supervisor will call me back!

  Business Response

  Date: 09/14/2023

  Dear ****,
  We appreciate you taking the time to voice your concerns, and we want to assure you that we take your feedback seriously. We apologize for any inconvenience you may have experienced in your recent dealings with our office.
  Firstly, we'd like to clarify the issue regarding the salvage vehicle. We, as an office, were not made aware of the salvage vehicle status until the administrator, which is a separate entity, brought it to our attention. We understand the frustration this may have caused you, and we sincerely apologize for any lack of communication in this matter.
  Regarding your refund, we took prompt action to resolve it. On August 11, 2023, a refund check was issued to you. However, we understand that you did not receive the check within the expected timeframe. To address this delay, on August 25, 2023, we voided the check and initiated a direct refund to your bank account. This was done to expedite the refund process and ensure you receive your funds as soon as possible.
  We understand that such delays can be frustrating, and we genuinely regret any inconvenience this may have caused you. Rest assured, your satisfaction is important to us, and we have taken steps to rectify the situation.
  If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer support team. We are committed to resolving any remaining issues and ensuring your satisfaction with our services.
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding and patience as we work to address your concerns.
  
  
  Sincerely,

  Management

  Customer Answer

  Date: 09/18/2023

  
  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,
  
  ***************************