Complaints

This profile includes complaints for Automotive Performance Warranty (APWI)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Automotive Performance Warranty (APWI)

  Wilmington, DE 19801-1058

• 

  Automotive Performance Warranty (APWI)

  PO Box 158 Cheswold, DE 19936

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:05/10/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 a car from Martir's Auto on 10-22-22 for 7,100 with and extended warranty for 6 months from APW International. 3 days later the car died in which i already filed a BBB case against Martir's Auto for Fraud and nothing happened. I filed a claim with the APW International for the transmission and they said they would take care of it. It has been over 6 months and I have not received anything and they are ignoring my calls and texts. I think it is very sad in Delaware that this happens to so many people and there is nothing you can do to resolve this. I have called several lawyers and no one accepts these cases because it is a waste of their time. I also called my work lawyer program and they can not find anyone to take this kind of case. Please let me know what the best way to handle this is. Thanks,

  Business Response

  Date: 05/21/2023

  It is unfortunate that you're claim will not be covered do to the fact that the company does not have staff to run daily operations or the finances to cover any claims.   

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This has not been resolved. From the response that I got is the better business bureau going after this company and shutting them down? If they don't have the resources or money how are they still in business to cover a warranty on their cars? Regards, Complaint ID: 20042910    

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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've tried to contact APW and ***** ******* multiple times via calls, text and email. I'm having issues with my vehicle, I purchased the 3 year 45k miles comprehensive plus package. Haven dealt with warranty companies before I have decided to try to contact them first prior to taking in my vehicle to see if they have a recommendation for a mechanic they have dealt with before. Again, I haven't brought it in yet, but just waiting on them to answer a call or text. I even left a message, no response....

  Business Response

  Date: 05/18/2023

  Unfortunately APWI will not be able to honor your claim due to the fact that the company does not have staff to run daily operations or the finances to cover any claims.

• Initial Complaint

  Date:03/24/2023

  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.

  Purchased a 02 trailblazer from choose your Rides in Delaware & a few days later the truck's driveshaft dislodged & now the truck is not working I have a warranty that cover's the work that needs to be done but the warranty company (APW)( Automotive performance warranty international) won't return my calls or text messages.the dealer say he tried to get in contact but can't so now what do I do? I haven't had my truck for ten days & already I'm trying to get something that's covered by the warranty but the company (APW international) won't answer or return call's I need help please.

• Initial Complaint

  Date:02/21/2023

  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 bought a vehicle on the 14th of Dec. 2022. On the 18th the check engine light came on and I contacted the warranty company, Automotive Performance Warranty International (APWI). Finally, in Jan. 2023, I was able to get my truck worked on which took place on Jan. 19, 2023, after waiting for their approval. It is now the 20th day of February 2023, and they are refusing to honor their contract by reimbursing me the money owed. Since the 19th of January I have been calling and leaving messages, but most are just ignored. When I do finally get a call back, I am told the check will be there in a few days. Just lies and more lies keep coming! It's been more than 2 months and this single transaction still has not been completed. The contract number that I have from them is 193108. As of this very day February 20, 2023, I am still waiting, and this process started on December 18, 2022! The Vehicle is a 2009 Ram 1500.

• Initial Complaint

  Date:02/06/2023

  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 a vehicle 2 years ago at auto gallery and they provided me with warranty for 2 years with APW. Within the first 6 months this car gave me so many issues and that the warranty was suppose to cover and never did. I spent 2800 out of my pocket for car cost that the warranty should’ve covered, the last incident was loss of motor, I called them and told them I needed it replaced and they asked me for 3 proofs of oil changed which I provided them with after that I never got a call back, they have never answered the phone, and completely have been no help.. my car has been sitting for over a year now and I’m still required to pay it off and pay full coverage for a car that has not been in use.

• Initial Complaint

  Date:08/30/2022

  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 have been trying to cancel a warranty for a customer Ms. *****, on her Ford Focus, via official email communication, as of April 29, 2022. We have been attempting this cancellation via phone for much longer. I have contacted both the owner of APW, *****, as well as ***** *******, his secretary, multiple times since April. ***** was assisting me with 2 cancellations simultaneously. One for a customer, which she helped me resolve, I am assuming because they did not have to pay any portion of the cancellation, and the other in the amount of $1150.00, for Ms. *****, which she stated on Monday June 27th, she had the check ready to refund to our dealership, Auto Gallery. She was waiting on the owner *****, to sign it. We should have it by the following Monday, July 4th. I was out of the office/state the remaining time of July and followed up with her when I was back in August, only to receive no response. As you can see in the attached two separate emails, with highlighted dates, all of my weekly follow up attempts in August were ignored by both ***** ******* at [email protected] as well as the owner ***** at [email protected]. I'd like to try to get this resolved without filing a lawsuit. I have informed them both via email if they do not respond to my email with an updated eta as to when we will receive the refund for the customer, I will be pursuing other options. We as a dealership are still responsible to refund banks and customers, the warranty cancellations, regardless of whether or not a warranty company ignores communication and does not complete the refund.

• Initial Complaint

  Date:07/25/2022

  Type:Billing 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 12, 2022 I purchased a 2013 BMW X5 from Wolfe's Elite Wilmington, DE for $17845. I was told by Wolfe's that I had a 1 year 15,000 mile warranty with APW International on the vehicle. Their practices were deceitful as I signed documents that indicated I has a warranty and others that said there wasn't one. On March 4,2022 the engine blew. APW provided me no warranty assistance and did not reimburse me for 1609.49 for fuel pumps that were originally diagnosed before it was determined it was the engine. They were rarely responsive and lied about getting back to me when I did speak to someone. I investigated the history of the vehicle and the previous owners informed put atleast 18000 into the vehicle before they traded it in with a leaky engine oil pan. I don't believe this was fixed before I bought it. I believe I purchased this vehicle with Wolfe's Elite knowing there were issues with it. They have offered me no assistance and repeatedly state that I bought it "as is." They also deny that they offered me a warranty, however some of their papers stated I had a warranty while others stated I didn't. This is poor business and deceitful. APW's ***** ******* admitted to me that he wasn't happy with the way my situation was being handled and he promised to get me covered. He lied. After months of getting no assistance from APW (Wolfe's referred warranty company), I informed them that I was going to contact authorities and file a complaint. shortly afterward they started answering my calls. They then decided that they would provide me with a proposal. That arrived weeks afterward and entailed replacing the engine with a junk yard engine from Brooklyn Indiana. It also did not guarantee the price they proposed. This made me suspicious and not able to trust them to provide the services they promised as they did not follow through for the months prior leaving me without a vehicle for 5 months now...am extremely disappointed with Wolfes & APW.

  Business Response

  Date: 07/26/2022

  To whom it may concern, 
  On 3/7/22 the contract holder had a break down on the highway traveling at a high rate of speed. The vehicle displayed a message on the dash which stated the vehicle should be pulled over immediately, but the contract holder was unable to safely get to the shoulder and was forced to continue travel until safely able to pull over. The contract holder had the vehicle towed to C&C Auto Repair and called into our message center the following day to open claim. On 3/8/22 the contract holder called our message center and alerted the claims department of his vehicle break down. Our contract states that the contract holder is required to take the vehicle to an approved repair facility for the diagnostic to be done on the vehicle. We do offer a one-time exception which can be made in the event we are unable to provide a repair shop, or the claims department determines the contract holder choosing repair facility would be beneficial either due to inconvenience or necessity. This claim had an exception made for the repair shop due to the fact the vehicle was already taken to the repair shop and the tow had already been paid for the claims department felt it was beneficial to approve this claim. 
              The vehicle was diagnosed to require a high-pressure fuel pump. The repair facility (1) indicated the pressure was low and the repair shop offered to complete the repairs with the part being supplied by APWI due to large price variance. During this diagnostic the repair facility claims to have inspected the vehicles cylinders, tested for spark, and found no further issues. The pump was supplied but due to an issue in ordering the part the part was incorrect. The repair facility initially told APWI the parts was visibly wrong and not installed. We immediately sent out a second part which was correct. The Repair shop required a wiring harness with the new pump which we had delivered the next day. This replacement unlike most vehicles requires the engine be set to BDC which means the engine would need to be rotated and set at the correct timing point for pump installation. Once part was installed the Repair Facility contacted APWI and informed us the vehicle needed the secondary pump which is located in tank also and the problem was still occurring, but the fuel pressure had been resolved with the first repair. It is very unlikely that both fuel pumps would go bad at the exact same time, but the repair facility provided fuel pressure test results and was adamite the repair was necessary to resolve the issue. We authorized this repair to be completed. The in-tank fuel pump was replaced, and the problem was still not resolved. The original issue was due to the vehicle shutting down on the highway and failing to start back up. The vehicle's "No start" condition remained and both fuel pumps had now been replaced. The repair facility claimed the issue was not due to programming, which was very unlikely, but they informed us that there was evidence the vehicle had lost programming during the time it was sitting at the repair shop waiting on parts and repair. They informed us the vehicle appeared to require programming which was found during follow up testing. 
  
   The in-tank fuel pump was replaced, and the problem was still not resolved. The original issue was due to the vehicle shutting down on the highway and failing to start back up. The vehicle's "No start" condition remained and both fuel pumps had now been replaced. The repair facility claimed their authorized number. . 
              The vehicle was towed to the BMW dealer to have programming completed as the private repair facility did not offer computer programming. The contract holder paid the total bill at the first repair facility which was $1,609.49 (Invoice # 6081 - C & C Auto Repair - attached) The repair shop had not fixed the issue with the vehicle and had over charged the contract holder for the repair. The contract holder paid the repair invoice total without making a phone call to APWI to receive any authorization for this amount as required in agreement.  At this point APWI had authorized $387.00 for the labor time for the first pump and $328.00 for the second pump labor time. The parts were purchased by APWI and sent to the repair shop for install. The total authorized amount is $715.00 which would be a very large variance between the charged amount which was $1,609.49. At this point the vehicle is paid for and towed to the dealer.
  With vehicle at dealer the BMW technician looks at vehicle and we also send an inspector out to the vehicle to have a second opinion to ensure a fair evaluation was performed by neutral parties. The vehicle was found by both BMW and the inspector to have internal engine damage which was causing the vehicle to not start. The vehicle did not require any programming at all and had no programming or key errors in the engine computer system. The vehicle also did not have any fuel pump error codes or indication that the fuel pumps had low pressure or stopped working. The vehicle had a cylinder that a valve dropped out of, smacked the piston and put a hole in the piston causing internal engine damage which would require the engine to be replaced to fix the problem causing the “No Start.” With this being said the vehicle was very low on oil, and had a maintenance light req. on. The BMW technician also informed us that if the hole was in the piston from the start the technician who performed the diagnostic should have noticed signs of the damaged piston when rotating the engine, checking the cylinder, and inspecting the spark plug. There are two likely conclusions which would explain the situation:
  The repair facility misdiagnosed the initial issue and did not perform the diagnostic tests they initially stated that they did. The fuel pump was replaced because the vehicle exhibited symptoms which aligned with that of a failed fuel pump, so they required replacement without confirming through diagnostic testing and were wrong.
  The technician who replaced the high-pressure fuel pump damaged the engine during the repair and possibly was unaware of it which lead them to continue recommending the additional fuel pump and programming without being aware of the other issue.
  The agreement between APW Int and the contract holder outlining the terms of the vehicle warranty states the following:
  Paragraph 3 THIS CONTRACT DOES NOT COVER, - SECTION N. Any damage resulting from previous improper repairs 
              Paragraph 4. CLAIMS PROCEDURE:
  Section B. Phone 1-855-999-5494 you will be directed to one of our authorized repair centers for an estimate. Calls will be answered between 9am-5pm Monday thru Thursday and 9am-4:30pm on Friday. A twenty-four-hour message center will retrieve your information for the claims department, when the office is closed or is experiencing a high call volume. After receiving the estimate, you may opt to take the vehicle to the repair facility of your choice. You must schedule an appointment with the repair facility you are referred to within 48 hours of receiving your referral. Do not agree to any repairs until you or the repair facility has received an authorization number from APW.
  We at APW Int. understood the frustration from the contract holder in this situation without the vehicle for several months and unfortunately the mistake was clearly caused by the repair shop, but we also are unable to create a expense for our company that is not within our terms of contract. However, in an effort to provide the contract holder a fair resolution to this we proposed a complete claim authorization document and outlined the amounts we were able to pay and cover and the amount the contract holder would be required to pay. 
              The contract holder's warranty contract covered the vehicle for a period of 1 year/15,000 miles and has a maximum total payout of $3,500.00. This means that APW Int. will only pay for repairs totaling up to $3,500.00 and once the maximum payout is reached the contract is deemed expired or void. In the attached authorization document, which was emailed to the contract holder we offered to cover the following: 
  1. The parts for the fuel pump repairs that we had already purchased and sent to the repair shop for both fuel pump replacements. 
  2. The pre-approved labor amounts for both fuel pump repairs 
  3. The inspection we had done to evaluate the engine was paid for by APW Int. 
  4. The transportation to the repair shop we set up to replace the engine for a much lower cost
  5. The remaining balance would be applied to the labor for the engine which would be approx. half the cost of the labor
  6. We also found the engine for the lowest cost with under the mileage on the vehicle currently. We offered the option to the contract holder of supplying a used engine for a lesser cost and he agreed to this resolution. 
  7. We found a repair shop to perform the labor of the engine replacement for substantially less than the BMW dealer 
  (PLEASE SEE ATTACHED DOCUMENT SENT TO CONTRACT HOLDER WHICH OUTLINES THIS OFFER EXTENDED) 
  Unfortunately, the contract holder did not ever reach back out to us regarding the offer we had sent him. We will accept any counter offers he would like to propose but the contract terms clearly offer several reasons that both repairs would be declined due to the repair shop performing repairs that caused damage to the vehicle or failure to follow proper procedures in authorization of claim. However, we feel the offer we have put together is very fair and involves us paying the contract holder the full maximum payout of the contract which is the largest payout available for the contract on repairs that are not under the terms of the contract covered repairs.
  
  The only thing we are able to offer to the contract holder is the same offer presented as we are unable to pay out more than what the contract sale price. With the country still trying to recover from COVID-19 we are in the same situation as most businesses which is having financial hardship and cannot afford to take any loss at this time. We are trying to provide a fair offer while also protecting our company and not creating a loss we cannot afford. Please contact me with any further questions. We are glad to help!
  
  
  Claims Department
  APW International

   

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  

  To Whom it May Concern,

  I do not agree with APW’s response to my complaint to “repair my vehicle.”  There a several notes on their response that are easily disputed and inaccurate.  They were unresponsive and not helpful for months and left me without transportation.  Their response takes no ownership and blames others, including blame shifting to the other repair facilities who deny APWS claims, the BMW dealership who is at a loss for words about the poor warranty service Ive received , a virus for their poor customer service, and even me for driving “at a high rate of speed.”  These are excuses for their lack of professionalism and poor service. I will accept the $3500 payment, but I am rejecting their offer to have the engine replaced under their terms. As evidenced above,  I do not trust APW to have the vehicle fixed properly, in a timely manner, by a reputable repair facility and with acceptable parts.  I was not informed that the replacement engine would be from a junk yard.  There is no guarantee that the repairs will cost what APW states they will.  I am out over 17,000 because I was sold a lemon with a warranty that nobody seems to honor or take seriously.  Wolf’s Auto Elite sold me a car that wasn’t inspected properly (leaking oil) with a warranty that they take no responsibility for.   I was told by the BMW Dealership and the previous owners that the car had a terrible history with over 18K of repairs done to it.   This was not disclosed to me by the car dealership (Wolf’s Auto Elite).  Instead they issued me an implied warranty with APW and stated that it was out of their hands because I bought the car from them “as is.”  To this day Wolf’s claims its APW’s responsibility and not their warranty.  With APWS proposal to have the engine replaced with a junk engine at a repair shop that I have no familiarity with I likely will be out thousands more with no security that the work would be completed properly with a functional engine.   Wolfe’s Auto Elite and APW should be ashamed for the way they justify their business practices.  They have been deceitful and do not offer the services that they promise to their consumers.  This is evident as there are several complaints that are similar to mine and poor reviews. I have repeatedly attempted to mediate this situation. In an effort to avoid future costs and no longer have to do business with these companies, I request that APW sends me a check immediately for their “Maximum coverage” of $3500 so I can move on from this and explore other repair options from a trustworthy source.  I emailed Carlie Haskins from APW yesterday with this request and have NOT received a response. 

   

  
  
  
  
  Regards,

  Complaint ID: 17620765

   

   

   

  Business Response

  Date: 08/18/2022

  This offer has already been made to the contract holder; however, we will require that he send us a completed invoice once the engine has been replaced to show the repair was completed and the total amount has been paid for. We will need to verify with the repair facility also to ensure the engine has been replaced as we will not issue the payment if the repair was not done. Once the repair has been completed the contract holder can email the invoice to [email protected] and we will process the max payout for the contract holder. The contract holder will be issued payment(s) in the form of company check which will be mailed to his home address. Unfortunately, we have attempted to communicate with contract holder and try to work this out in a fair manner however, our warranty company has no control over the condition of the vehicle when sold. We have worked with many customers from WOLFs ELITE and have not had many engine claims with them. We feel through our experience with this contract and with other Wolf's Elite customers that they have a history of providing good quality used cars to their customers and this issue was likely directly caused by the repair facility performing the fuel pump replacement incorrectly. With that being said the contract holder is expecting APW to pay for a repair that is over double the max payout on this contract which is unreasonable and would not be possible at the present time with the economic effects from Covid-19 our company is unable to do that. The risk you take when buying a used car is that the vehicle will need repaired more often than if buying new. We can understand the frustration from the contract holder, but APW is not responsible for anything outside of our contract terms. Our resolution offered is the following: 
  1. Contract holder may have repair completed with any repair facility of his choosing. Only requirement is that the repair facility must have an ASE Certified technician perform the repair. 
  2. APW will offer to payout the remaining amount of max payout available on this claim after deducting all amounts paid thus far. APW has already paid $1,041.00 towards this claim, remaining available amount for payout would be $2,459.00
  3. Payout will only be processed once repair invoice has been received indicating the repair has been completed and paid. APW must also verify with the repair shop to confirm the repair has been completed. 
  4. The payout will be issued in the form of company check mailed to the contract holder; the claim may require payment made in payments instead of one lump sum.
  5. APW contract with contract holder will be expired and no further claims will be processed. 

  Thank you, 

  APW Int.