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:04/08/2024

  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.

  I have been trying to call Key Vehicle Resources for the last 3 weeks to cancel my month to month contract. I have selected the phone option for an agent to call me back after the recording verified my phone number. Three weeks later I still have not received a call back! Two weeks ago I sent an email requesting cancellation and told them not to bill my **** anymore. Two days ago 04/06/24 my **** was billed for another month of coverage $109.00. Key Vehicle Resources is an agent selling for ********************. On 04/01/24 I called ******************** and explained my problem they checked and said my policy was no longer in their system and had apparently been cancelled 5 days later Key Vehicle Resources billed my **** again. All I want is a refund of this last $109.00 charge since I no longer have coverage and not be billed anymore!I have had this policy approximately 2 years and no longer need it

  Business Response

  Date: 04/08/2024

  We have researched what number this customer was calling he was leaving a message on the Sales Floor not ***************** The phone number that was provided in his booklet and ID Cards is ************ . We have contacted the customer and canceled his contract and will refund his last monthly payment. We would normally refund to the Credit Card on File but he has closed that account so we will mail a check to the address that we have confirmed with the Customer. 

• Initial Complaint

  Date:07/03/2023

  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.

  this happened around 06/17/2023. my ignition switch locked up and i could not remove the key. i had to have it towed to my mechanic and the ignition switch had to be replaced. i talked to ************************* at ******************** or key vehicle resources i am not sure wich company they are. he told me that the ignition switch was covered and to send him a copy of the paid invoice which i did to his e-mail on june 23rd 2023. i havent heard back about if he recieved it or not or if they are going to pay it.i tried to contact **** on july 3rd 2023 and left a message. he told me over the phone that his service contract people said the switch was covered. this sint the first time this has happened to me with this company, in oct of 2021 my motore seized up and they refused to pay but after filing a complaint against them they finally paid after i had already made arrangements with my mechanic for a motor from a wrecked vehicle be put in my car. i recieved the short end of the stick because at the very least i should have had a remanufactured motor . everytime i have an issue they refuse it

  Business Response

  Date: 07/14/2023

   

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Liberty STF, **** ("Liberty") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers. In this instance, the customer purchased a *** from ******************** (KVR) on October 5,2020.  A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of the text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  Upon receipt of this complaint, a Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic (the Specialist) reviewed the claim and determined that the customer has already been reimbursed for their vehicles lock barrel and ignition switch repairs. However, the Specialist contacted the customer directly to discuss their claim and the customers complaints. As of the writing of this response, *** and the customer have reached a mutually agreeable resolution to consider this matter resolved. Therefore, *** considers this complaint fully resolved at this time.
  We trust the foregoing adequately addresses the issues raised in the complaint.
  

  Customer Answer

  Date: 07/15/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/03/2022

  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 an extended warrant on8/4/2022, and I canceled carshield big mistake because I was 350 per month for them I was looking for a cheaper rate and so I received a call from vehicle key resources and they transferred me to ************************* he was a slick talker and hesitated on purchasing a policy with them because I had read the reviews and I called him back and and told him to cancel my upcoming payment because you guys Dont like to pay claims and he assured me they would pay my claim so hesitantly went thru with it so September 13 and my car brakes down I needed a water pump serpentine belt( which I new was not covered) and I needed motor mounts and a few other repairs I can't recall but the total was **** dollars now I met all the requirements over 500 miles and 20-day requirement so they said it was a pre-existing condition so ok I was upset but I paid the amount and stayed with them so now on 10/13 I had my mechanic call them cuz now I have a cracked radiator and they still say it's a pre-existing condition so, of course, I canceled their buts because there's no way I'm paying for a monthly payment every month and they refuse to pay I feel hurt and I feel bamboozled and I want my money back so I can fix my car but the customer agent said no I'm going to have to take them to court for breach of contract

  Business Response

  Date: 11/09/2022

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Liberty STF, Inc.("Liberty") does not sell contracts, insurance, extended warranties,or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers.  Liberty works with ******************** to administer the repair claims.  In this instance, the customer purchased a month-to-month *** on August 4, 2022.  The *** had a wait period of twenty (20) days and 500 miles or forty (40) days and 250 miles.  A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of text encourage all *** holders to read their contract.  The *** has clearly stated coverage,benefits, and exclusions.
  
  According to the contract seller's notes, the customer called the seller on September 6, 2022, asking whether motor mounts were covered.  The customer was advised the motor mounts were covered but a claim had to be opened by the customer's chosen repair facility.  AAS records indicate that the repair facility called AAS on September 2, 2022, asking if certain components were covered by the ***, and the ** was provided a listing of covered components.  This call to AAS was made twenty-nine days after purchase of the ***.
  
  This claim was officially opened by the customer's chosen repair facility (the "**") when it called AAS on September 6,2022.  The ** reported the vehicle had been towed to the ** and the breakdown date was September 1, 2022.  This was 950 miles and twenty-eight days after purchase of the ***.  The customer complained that the battery light was illuminated.  The **, after a visual inspection, advised that the motor mounts had collapsed and failed due to age and miles.  The ** also reported that it found the water pump was leaking out the weep hole.
  
  The ** provided photos of the A/C compressor rubbing on the frame, which damaged the belt. The photos could not be opened, and the ** was asked to resend the photos.  The photos were sent again and reviewed by AAS on September 8, 2022. The photos showed extensive corrosion from the water pump,substantiating a long-term leak that was pre-existing purchase of the ***.  The engine mounts also appeared to have collapsed and failed.  There was no sign of a recent liquid leak from the mounts. The claim was then denied as it was determined that the claimed issues were a result of a failure or condition that occurred prior to purchase of *** or prior to expiration of the required wait period. This is an exclusionary condition pursuant to the ***.
  
  The customer then called the seller on September 9, 2022, stating the vehicle had been driven to *********** and a belt broke, causing the vehicle to overheat. The customer wanted to cancel and receive a full refund.  The seller agreed to look into cancellation and a full refund, but the customer called again on September 12, 2022, and retracted the cancelation request.  The customer then called the seller again on November 3, 2022, with a renewed request to cancel the *** and receive a full refund.
  
  This claim was reviewed by a Legal Claims Specialist for AAS (the "Specialist").  A review of the claim shows the following facts:
  
  1.         The customer purchased *** ********** from another marketer on April 30, 2022, with a starting mileage of ******* provided as the inception mileage.
  
  2.         A repair facility called AAS on June 6, 2022, to start claim for TPMS sensors and a window motor assembly.  The reported mileage was *******.  The claim was denied for the waiting period exclusion (Section D.2.q. of the ***).  The *** was 37 days into coverage and 337 miles into coverage.  The customer then canceled this ***.
  
  3.         The customer purchased *** ********** (through another marketer) on August 4,2022.  The mileage provided at inception was 151,097.
  
  4.         The ** reported mileage of ******* when it called AAS on September 6, 2022.  The ** called in a claim for engine mounts and a water pump.  The ** was advised that photos were needed to verify failed parts.
  
  5.         The photos provided by the ** showed rust in and around the water pump, indicating this was a long-term leak and not a current failure.  No current leak was shown, only residue of rust, and no active drips were shown.  The photos showed the engine mounts had cracking but no movement was demonstrated. No verified failure was demonstrated by the photos provided by the **.
  
  Based on the available documentation, the claim adjudication requires modification as there was insufficient evidence to support a denial based on pre-existing condition. There is insufficient evidence to reasonably determine the exact age of the failure. Further, no failure was verified by the photos submitted.  No leaks were shown to a drip; only seepage with rust around it was shown. The engine mounts did not show movement demonstrated.  
  
  The customer did not submit a paid invoice for review.  The customer may provide his paid invoice to the Specialist for review for potential reimbursement.  The customer, in his complaint, states he wants to cancel the *** and receive a full refund.  If the customer does not wish to provide a final, paid invoice for review for potential reimbursement, AAS is willing to resolve this dispute amicably and offers to instruct the seller of the *** to cancel the *** and fully refund to the customer the payments made for the ***.  This offer must be accepted within seven days of the filing of this response or the offer will be null and void.  The customer should accept this offer by writing the **************** at *********************************** or by responding to the BBB.
  
  We trust the foregoing adequately addresses the issues raised in the complaint.  Please do not hesitate to contact our legal department at *********************************** if you have questions.
  
  

• Initial Complaint

  Date:07/15/2022

  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.

  my problem is in tried for over3 weeks to get a claim started and this ** did not allow that to happen, in have been a paying and in good standing member with them for years and was was not only hung up on but i was treated very very badly by thier so called cust service ***** not only me but the repair facility was also treated so bad that after 3 failed attempts to get my claim started they gave up. keys answer to that was take your car elsewhere and when i told them my car was sitting with the engine half out the only suggestion they had to offer was oh well we are sorry to hear that, i don,t want anything extra from them all i want is for them to open my claim and if its **vered then **ver it and help me out here. i really want to talk to someone with the BBB please call me at ************** ) ***********************

  Business Response

  Date: 07/22/2022

  ********************,as the Administrator, of the *** also received a complaint and is handling the matter. I have spoken to ************** and he has agreed to a settlement that has been sent to him. If you need me for any further information please contact me. Thank you.