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:09/28/2023

  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 August 2,2023, I received a call from Auto Defender. I was not feeling well and told that to the salesman, but he persisted.
  My defenses were down, and he ended up convincing me to purchase a policy at their cheapest price. I wasn’t going to purchase anything, but he told me I had 65 days to cancel with no questions asked. He also said my policy was tied to a loan company called ***** ********** who processed the monthly payments, and that my 1st payment of $97.50 wouldn’t be processed until September 15, 2023.
  Unfortunately, I ended up in the hospital until early September. When I saw the first payment had been processed I called Customer Care to cancel my policy and was told a Manager would have to call me back. A Manager called at 6:30 that night, but we did not connect. I made a second call to the number the manager left but it went right to customer care who told me once again that a Manager had to call me back. After this happened a third time, I tried to reach my salesman, but that number sent me to a random pool of salesmen, none of whom knew the salesman that sold me my policy. I stayed on hold for a very long time with the sales department, and finally reached a Manager who after asking questions during this “no questions asked” process finally cancelled my policy.
  Next I called.**** *, who told me it would take 6 to 8 weeks to cancel my policy and if my payments didn’t continue they would report me to the credit bureau. I explained I couldn’t make the payments which was why I wanted out of the policy and was told I would have to call Auto Defender back and ask them to expedite my cancellation, or I would be screwed. The customer service rep told me he saw my cancellation in the system as “pending”. But it could still take 6-8 weeks for processing. He said the time line was up to Auto Defender, who had just told me to call **** *. This is so obviously a scam. Once they have their screws in you , they never let you go.

  Business Response

  Date: 11/15/2023

  We are very sorry you were not feeling well and made a decision to purchase a policy when you didn't want it ? With the **** * program its a loan for the coverage and you have to E-sign and agree to all terms via email / phone promptings. So the process is very clear and there is nothing that we can do if you didn't sign and agree, also very sorry you were in the hospital and we did our best to contact you with no connection each time. The email you receive from **** * clearly states how to cancel your loan / contract with them. Once you sign up **** * handles everything from there since they are the lender for the loan. Also the reason **** * states it takes that long to cancel is cause it clearly states it in the contract email. We wish we had more control over this situation, but everything is clearly posted in the documents that you had to sign. Plus all payments are handled by **** * not Auto defender, so its a lil unfair that we receive this complaint on our end. Please contact **** * for any further questions or actions needed. 

• Initial Complaint

  Date:03/16/2023

  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.

  Auto Defender’s warranty agents and “customer service” agents are awful. I called the number that called me on Monday about an extended warranty on the car I had just purchased Saturday, asking to speak to the manager and was hung up on at least 15 times. I looked up their number online and finally, after more run around got to Nick, the man that called me Monday. At this point I was understandably frustrated, and he ended up hanging up on me, after I’d requested a confirmation of cancellation. When he called he acted as if he was from the dealership and it wasn’t until after I’d agreed to everything that he stated the withdrawals would be from auto defender. The last person I spoke to ridiculed me, called me sweetheart and when I addressed that he was being rude and disrespectful, he stated that it wasn’t against the law sweetheart. Ty is supposed to be calling me to confirm my cancellation of the contract and refund I requested, but I have not gotten that call yet, as the last person I had spoken to informed me that there were people more important to me and Ty would call when she could.

  Business Response

  Date: 03/16/2023

  We are sorry you this was felt by this client.  I believe you were mistaken as to the phone number you had because you were calling our sales department.  The customer service department was provided by the manager upon the welcome call in which this is addressed.  Normally, since the sales department can't transfer they have to tell us to call our clients if you are not speaking to the right department in which you were not.  Our process when our clients canel the manager of Customer Service Ty will call before the close of business.  We provide quality service to all of our clients hence this is how you reached Nick, who by the way walked you through a Welcome Call and let you know how the payments processed. Our calls are recorded and upon review he was neither rude or disrespectful in any such way in fact, he cancelled the coverage and provided a refund for the downpayment in which was discounted and the downpayment will go on the account within 3-5 business days, standard by the banking institution.  Auto Defender has done nothing but comply with the client's wishes.  Our manager also reached out to the client and left a voicemail with no response.

• Initial Complaint

  Date:12/15/2022

  Type:Sales and Advertising 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.

  They called multiple times I asked them to delete my information and to not call me again they kept hanging up repeatedly I had to call them back 14 times to finally get one of them to say they would delete my information but I highly doubt they will I also will be calling them again at a later date to make sure that when they answer they don’t use my name I am registered on the national do not call registry so where ever they bought my information from beats me! If they call again I will take up with my lawyer for further steps

  Business Response

  Date: 12/15/2022

  We apologize for any inconvenience this has caused.  We spoke with the client and completely removed her from all of our lists.  We made a follow up call to let the client know.  She thanked us.  

  Customer Answer

  Date: 12/15/2022

  My issue has been resolved I would like my complaint removed Sent from my ******

• Initial Complaint

  Date:10/12/2022

  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.

  keep receiving solicitation calls from this business claiming my car's extended warranty is about to expire and I need to renew. I have asked them to remove me from the their calling lists multiple times but they will just hang up. This is in violation and I should be compensated $500 per call for not putting me on the do not call list

  Business Response

  Date: 10/13/2022

  We apologize for any inconvenience this has caused you.  We are aware that you must state clearly to please place you on the do not call list if someone has hung up then you can't state that.  We will place you on the do not call list and you will not receive any more calls from now on.  Thank you for making us aware of this and do have a excellent day.  

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising 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 keep receiving solicitation calls from this business claiming my car's extended warranty is about to expire and I need to renew. I have asked them to remove me from the their calling lists multiple times but they will just hang up.

  Business Response

  Date: 08/23/2022

  We called the client and resolved the issue by completely removing them from our database.  The client was satisfied and said they would resend the complaint.  Our intention is not to ever be inconvenient to any client and we will readily remove any client who doesn't wish to be called.  

  Customer Answer

  Date: 08/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just received a new call today after their statement that I have been removed from the system.i even got a call yesterday after the complaint from a manager that advised me they have removed my name from their calling list.  
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 08/24/2022

  When I spoke with the client he stated he would be satisfied if we removed him totally and we did that. He stated he would resend the complaint.  We have completely removed him and he will not receive any calls from our company whatsoever.  

  Customer Answer

  Date: 08/25/2022

  
  
  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 will re-open or reference this complaint if they contact me again. 
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:07/19/2022

  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 am getting calls repeatedly daily after asking to stop. Caller is soliciting business not asked for nor wanted

  Business Response

  Date: 07/19/2022

  This client does not show up in a data base that she was ever called by our company however, we will take her number and block her and no calls will be made to this client whatsoever.