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:07/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 September 2022, I purchased an extended warranty for my 2017 Audi Q7, good for 3 years and/or 50,000 miles. I have a document confirming that fact. I was told by the sales representative, ******* *****, that the warranty would cover the car I was told by the sales representative, ******* *****, that the warranty would cover the car "from bumper to bumper," excluding common wear
  items like brake pads and rotors.
  I had no claims for many months after purchase. I then had a claim in July of 2023, when one of my headlights began showing an error code, though no fault in the component itself was appeared. An authorized Audi dealer said the solution was to replace the component. ASE denied the claim, saying that headlights were excluded. This was news to me. After many phone calls and unreturned emails to ASE, they continued to refuse to repair,.
  Then in June 2024, the starter on my car started to fail. This seems like a clear issue that the warranty should cover. I took it to my Audi dealer and they started a claim. After 10 days, ASE came back with a denial saying that a previous repair has not been completed.
  This was not true; we provided an invoice indicating a completed repair. They further said that the fault was the result of "negligent ownership" and they would not be responsible. This made no sense. The starter is an independent system, and should clearly be covered. After weeks of lack of response, ASE is again refusing to live up to the service they said they would provide. Since this began, I have read reviews of ASE on Trustpilot and Yelp. They are filled with
  similar experiences – huge delays, concocted unreasonable excuses for denial, and in many cases, failure to pay the shop that performs a repair they do approve.
  I am seeking a full refund of the amount I paid them, as they have completely failed to deliver any of the service promised. I feel exploited personally by false claims of "coverage" and would like to see others avoid that fate.

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 is *****, service writer for a small automotive mecanics shop in Sacramento CA.
  
  On 4/18/2024 one of hour customer's with a 2016 Ford Explorer chose our shop to repair a water pump falure.
  
  The Customer and we at A&A Auto Repair reached out to ASE Protection, (providers of the customer's extended warranty) with a quote for the parts and labor for the waterpump repairs.
  
  ASE Protection by means of phone call aproved the repairs at the full amount of labor hours (10.5hrs @ $145/hr = 1522.5 ASE Protection approved 1525.00) and $44.50 for the water pump (Parts).
  
  ASE Protection provided an "Authorization # : PW348977075
  
  Repairs on vehicle began on 5/02/24, Customer dropped off vehicle @ this date
  
  As repairs began all steps were documented with Shopware (Shop management program), Photos were posted for customer and for documentation, photos of process, front cover removal, condition of spark plugs, timing chain removal and re install, new and old pumps compared, any new part installed and any part that required cleaning, timing set proces and timing cover torque pattern and specification and finally Cooling system pressure test after repairs
  
  Repairs were completed on 05/08/2024
  
  ASE extended warranty was reached out to on 05/09/24, During call we were told the job has not been approved yet as it is pending "maintenance" before it can be aproved. Informed warranty work was already performed as we were given the GO for repairs per Abdul. Service representative recommended calling tomorrow as repairs and "Maintenance" was going to be discussed with Master Tech
  
  Email sent to ASE protection @ 2:00PM Friday (05/10/24). they requested documetation of repairs. Spoke with Nina.
  NOTE: ASE protection was given access to the repair order and all documented steps thru Shopware shop management.
  
  Further communications between shop and ASE Protection will be sent as uploaded document as we ran out of characters to fully document the months of attempts to resolve

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 an extendend warrenty for my vehichle from ASE Protection. After doing more research online and found out that they are a scam, I requested a refund within the 30 days. They asked for all sorts of documentation to be sent in, which I provided with thracking saying it was delivered to them. 3 months later, my "refund" was being reviewed. 2 months after that my "refund" was approved and I signed a contract stating that they have 60 business days to send the check. They business days are not like any other company. Their business days are only Monday thru Thursday, coviently. So I wasted and no check showed up. They said it was returned and that it would take at least 2 weeks to complete an investigation. This has been the same excuse and process for the last 12 months. Every single time the same excuse and the same explanation. They will not let me talk to a supervisor or anyone in the finance department to get real answers. THIS COMPANY IS A SCAM and needs to be shut down! They take moneya nd do not provide a service. They do not refund money even after they make the customers jump through hoops to "get their refund." DO NOT buy any sort of service or warranty from this company.

• Initial Complaint

  Date:05/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dear Madame/Sir,
  
  I signed an agreement with ASE warranty now is called ASE protection on ?8/12/2022 re extended warranty for my vehicle Audi A8, 2016. In pertinent part the contract specifies that I have $0 deductible My car needed a certain repair on 09/21/2011 claim number 4538, and 03/07/2023 claim #5247 which triggered coverage by the extended warranty insurance. I contacted the company for the first time on or about ?September 2022 with supporting evidence, as required by the contract. Their response was ?they have mailed the checks. Check number one for $500 reimbursement claim#4538 and check two for $662.04 claim #5247. This is the amount the ASE warranty should have paid the mechanic after they approved the claim. They never did I had to pay that money also. I have contacted them repeatedly ever since and their standard answer is that he is have been mailed since September 2022. This has been happening for ?2 years They have not complied with what they clearly are obliged by the agreement. Their standard response of postponing the payment is not a fair practice and has been damaging to me as a consumer. This should not happen and the company must be held accountable.

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 or about 12.20.22, I purchased 2 warranties from ASE Warranty. Its website, along with an internet search showed no concerning issues. ASE's handling of a claim led me to cancel my 2 contracts on 11.28.23 and seek a refund. 
  From 11.24.23 to 11.28.23, I made 6 calls to ASE. I requested someone from upper management but was told ASE administrators did not work on Fridays or they were in meetings.
  On November 28th, I spoke with ***** *****. Including wait time, this call took 34 minutes and 52 seconds. I was told to provide odometer pictures, canceled contracts, and a certified letter confirming my cancellation. This certified mail was signed for by ASE agent ******* ******, on 12.08.23. 
  On 01.23.24, I emailed ASE regarding my refund. ASE didn't respond. On 02.06.24, I contacted ASE again. ASE didn't respond.
  On 02.08.24, I spoke with ASE’s agent *****. The call lasted 31 minutes and 18 seconds.  She told me ASE never received my certified mail and I had to send it via email. I received verbal confirmation from ***** that all documentation was received and my checks would arrive in 60 business days. I memorialized the call in an email to ASE.
  
  On 02.20.24, I spoke with ***** again. I sent another email memorializing our conversation that the claim was processed by ASE on January 30th, even though she had previously told me on February 8th it had not been received.
  
  On 04.16.24, I emailed ASE re: my refunds. At 9:47 a.m. PST, on 04.14.24, ***** left me a message stating that ASE had been trying to reach me. Other than a missed call at 9:46 a.m. there were no other efforts. At 9:59 a.m. PST, I had a call with ***** for 12 minutes and 5 seconds, including wait time. ***** said I had to sign the digital cancellation to process my checks. She told me the checks would go out that day. I signed the cancellations, under duress, by 10:37 a.m. PST. I provided a follow-up email seeking confirmation. I haven't heard from ASE despite follow-up emails on 04.26.24 and 04.30.24.

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hi My Name **** ******.
  i bought 3 the cars warranty from ASE warranty in 4/19/23 i have a claim for one of my tesla car and the tesla didn't except their warranty. I called them they said we never hear that before so claim was denied. 2nd time my chevy volt went in to the shop. and request for the bill to be paid from ASE they denied as well. My car was in the shop for 3 days and wife had to take off work for 2 days. it was on 10/2/23 after calling emailing to the ASE Claim department numbers of time no reply back from them finally got ahold of w. porter ASE rep to cancel my policy on 10/4/23 he said no problem look for the email from us for canceling the policies. Didn't receive any email called him again he said we send the email to you we can send it again that time i did receive the email and respond back with the paperwork the ask for which was notary the form it stated i **** ****** canceling my all the policies with VSC # 11/7/23 mailed in with tracking # and called them 5 days leter to find out if they receive the later talked to ***** 1st she said they did relieved it and second time after couple od days she said they did not receive anything from me i give the tracking number and copy of my search photo. At this point no calls or email reply back from them. On 1/18/24 talked to ***** at the customer service she said mr. sharma we did not receive anything from you can you please send us the paperwork again.2nd later notaried and email to ***** provide to me and mailed again check with ***** she said they got it i also mailed. Now after talking to between ***** and ***** for the whole time un until now they keep saying the person who refund the money he's on vacation /sick no show two days ago ***** finally give up on me she said mr. sharma i don't what to do here at this point you need to what you have to do. After talking to my friends and family they told me to talk tp BBB Please help me it's $5000 they charged for all me three cars policies.
  Thanks

• Initial Complaint

  Date:10/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 an auto warranty in February 2023 and paid in full, then canceled with ALL documents needed sent via FedEx end of May2023. Refund process is SUPPOSEDLY 60 business days. I was advised my refund check was mailed end of September 2023, still not received. Please help me get my refund ASAP. This company is terrible and don't abide by their own guidelines.

• Initial Complaint

  Date:10/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 offers a refund of the unused portion of the warranty contract. I have followed all the requirements to receive a refund. I have certified mailed two affidavits as they claim the mail room in their large building did not forward the first certified mail. All my calls are placed on hold, and then several minutes later, the system hangs up on me. This company is not responding to my questions.

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Bought policy on 10/13/2022 (3 year policy); Paid $890
  Canceled policy on 7/19/2023 (due a prorated refund)
  They canceled the policy ok, but I had to send a notarized letter cancelling. (which I did)
  Called numerous times- always to the notarized document has not been uploaded.
  This has been going on for over 2 months.
  
  History:
  
  7/19
  I called to cancel my policy. (Number: VSC # 7168243) Their rep stated it has been canceled, but I must send them a notarized contract cancellation letter requesting a prorated refund along with proof of miles on the odometer.
  
  7/21
  I called ASE to verify the policy was cancelled. They assured me it had been.
  
  7/24
  I wrote up the statement, had it notarized and mailed it, along with the “odometer discloser statement” provided by the dealer at time of sale.
  
  8/11
  I called to see if they had received my letter, they told me it has not been uploaded, and they cannot check on it because the mailroom supervisor is out. They told me to call back next Tuesday.
  
  8/15
  I called them back as requested. They answered after about 45 minutes. Their rep told me she would check on it. Was put on hold for about 10 minutes then disconnected.
  I tried call back but after an hour with no answer.
  
  8/16
  Called but again no one answered their phone.
  
  8/17
  I called, again a rep said she had to check it out. Was put on hold and after a while disconnected again.
  
  I called back and eventually got another rep. She said they have 60 days to mailout the refund.
  
  I told her I just wanted to make sure they had received the notarized letter from me. She said it has not been uploaded and she has no control over what the mailroom does. I was told to call back again next week.
  
  
  9/18
  I called and they asked for proof of delivery. I resent the letter via USPS certified mail.
  
  9/22
  Received proof of delivery
  
  9/27
  Called ASE – now they tell me to email the proof of delivery, which I did.
  
  I believe this company has no intention of refunding.

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 is selling extended warranty's and not paying claims they say they are paying and will not refund money. Reps will hang up on you when you call.