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:12/15/2022

  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.

  In July 2022 financed a 2017 ram 3500.Financed through credit acceptance extended warranty through **** extended warranty. 45 days later reported claim to dealer and **** and took truck to dealer for service.Leaking in my drive way.Upon diagnosis dealer mechanic advised transmission silenoid sticking needs new transmission.**** requested they tear **** smission down to inspect. They did Upon **** inspector coming check truck determined dealer mechanic was correct truck needs transmission.Inspector left msg for me to call **** extended warranty for questions.I called and a agent,*********************,asked me what did i buy the vehicle for. I responded to drive but At a later date we would be using the vehicle for a business but as of today/ currently!! we are not!! close to that date.**** mentioned several times no work is being done in vehicle at all and agent ****** even notated me saying no work has been done in the vehicle at all and was no where near being ready to become a work vehicle.The vehicle has been parked basically since we bought it with no business ties.Two days later the dealer calls to say **** denied claim due to commercial use!Upon going to my contract & calling **** extended warranty, agent ******************************************************* said ,on 12-1-22, page 5 section B #2 Covers this denial/matter.Agent states If I intend to use vehicle for commercial use at a later date and personal use now the warranty doesn't cover it due to at some point in life I plan on trying to start a business.Upon re reading my contract in fact it does not state if I ever intend to use the vehicle for profit as **** agent *************************** reported to me but couldnt show me where in contract it says that if I intend to use the vehicle for business at a later date warranty is void.In fact the article she quoted that she says covered said denial is Page 5 section B $2 of **** extended warranty which ********** quote,"This contract provides no benefit or ************* have no obligation under this contract if:If your vehicle is used for business,deliveries, construction or commercial hauling or a postal vehicle, taxi or ridesharing vehicle, police car or other emergency vehicles.Upon reading more no where in my contract does it say if I ever intend to start a business With my truck the warranty doesn't cover it.When in fact my contract stated only if the vehicle is being used now or in recent past for business it's considered commercial used vehicle which is the grounds **** used to deny my claim.My truck has been in the dealer shop for past 60 days now **** has wrongfully denied my claim causing a hardship on me the customer with paying car note and possibly repairs. **** said my claim would be denied and my contract cancelled

  

  Business Response

  Date: 01/25/2023

  Please see scanned business response.

• Initial Complaint

  Date:12/13/2022

  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 a 2012 ******** GL450 from ************ in ****************, ** on September 21, 2022. I was financed for the vehicle through *********************** and as part of this loan, I was told I was required to purchase an extended warranty. This warranty was through ****** Extended Care, LLC and added an additional $3,000 to the total amount of the loan. I was not given a choice of extended warranty companies, ****** is the "go-to" for my loan provider. On December 8, 2022, I got in my car to go to work and when I put it into reverse, the battery light came on and the power steering locked up. Using the roadside assistance service provided through ******, my car was towed to ***************** in ********, **. After inspecting the vehicle there, the mechanic informed me that the water pump had locked up, which in turn locked up the idler pulley and that caused the poly-v belt to come off. When this belt came off, it wrapped around the tensioner and damaged it. The power steering pump pulley also has a crack in it (unknown whether this happened at this time) and the only way it can be fixed is to replace power steering pump. They recommend replacing the water pump and idler pulley, the tensioner and power steering pump. The repair estimate is $3300. The mechanic told me from his experience, these repairs are covered through the auto extended warranty. On December 9, 2022, the mechanic called me to let me know he had talked to the warranty company and the repairs claim was denied. I immediately contacted ****** claims **** and the lady I spoke to said my claim is denied because, although the water pump and the power steering pump are covered, the determined cause of failure is the idler pulley, a part which is not covered. She refused to put me through to a supervisor or to discuss my claim any further, the final decision is a denied claim. The water pump locking up is cause of failure, the warranty *** is rearranging facts to get out of paying for these repairs.

• Initial Complaint

  Date:11/20/2022

  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 a 2015 ********** Outlander in January 2022. At the time of purchase, I was offered to purchase Wynns Auto Warranty. I was told the policy was zero deductible, and covered bumper to bumper minus routine maintenance. I cannot tell the whole story, as we are allowed limited characters in our explanation. The 3rd auto repair shop confirmed with the first two, that engine needed to be replaced as it was pulling all of my oil through the engine every ***** days. The auto shop contacted Wynns and was told they had to submit pictures of the problem. The auto shop was amazing and sent them everything requested. I had to pay $2,200 up front for the engine, and the total job was priced at $4,519.41 with labor. When the job was completed, they had still no confirmation from Wynns. I called to find out what was going on. I was told by the first CSR, that they never got the pics, and the mechanic would need to call. When the mechanic called, he was NOW told they were going to send out a guy to watch a tear down of the engine at MY cost for the additional $2,000-$3,000 in labor costs and THEN decide if they would cover. Neither I, nor the Mechanic were told this upfront. I called again and spoke with a CSR and requested she send me in writing EXACTLY what they are requesting from the mechanic. I was told they would NOT give me anything in writing. How is this even legal? Wynns will not give me instructions in writing? How is me having to pay $2,000-$3,000 in labor fees no deductible? They make it impossible to have it covered. Now I am not only out the money for the engine, but it stole away from the me chance to spend Thanksgiving with my daughter and Grandchildren. I am sick over this. How do these companies sleep at night? People do not have the money to cover these costs which is why they buy a warranty in the first place. This is not just for me but anyone who may be a victim like me.

  

  Business Response

  Date: 01/24/2023

  Please see the attached.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18442069
  
  I am rejecting this response because:

  The file that you sent to me is regarding a different person's claim against the company.  I am not *********************** and that

  is not the vehicle that I own.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/26/2023

  Please see scanned business response

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18442069
  
  I am rejecting this response because:

  The company is not representing the situation correctly.  The warranty is sold as a "no deductable" plan.  Requiring the
  the policy holder to pay thousands of dollars upfront to make a determination of coverage is misrepresenting the coverage.

  I have forwarded all documentation to pursue this legally to the ****************.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/03/2023

  Complaint: 18442069
  

  
  I am rejecting this response because:

  The company is not representing the situation correctly.  The warranty is sold as a "no deductable" plan.  Requiring the
  the policy holder to pay thousands of dollars upfront to make a determination of coverage is misrepresenting the coverage.

  I have forwarded all documentation to pursue this legally to the ****************.

  
  Sincerely,
  
  ***************************

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/06/2023

  ****** regrets any frustrations felt by *****************  Unfortunately, the Contract is unambiguous that it will not authorize repairs without prior authorization.  As **************** authorized repairs without prior authorization, the claim was properly denied and that denial must stand.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 18442069
  
  I am rejecting this response because:  Wynns is leaving out the fact that they require a partner company to witness a total teardown of the engine which I would have to pay for estimated at thousands of dollars in mechanic time.  This makes it impossible to have any claim covered.  In reading other complaints people who did comply and pay these charges still did not have the engine covered because the partner company says they can not prove whatever the mechanic states is wrong with engine.  This company is scamming people.  Please read all the complaints.  Do not let this company keep praying on the people who trust in a warranty only to be paying for it and not getting the bumper to bumper coverage they advertise.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/17/2023

  Please see the attached.

• Initial Complaint

  Date:11/01/2022

  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 purchased vehicle 6/24/22. On 10/26/22 the transmission went out on 2012 **** focus titanium. The vehicle is now sitting at shop and the warranty company refuses to cover cost of transmission even though the warranty said the transmission was supposed to be covered under warranty. I've had the vehicle less then 6 months.

• Initial Complaint

  Date:10/28/2022

  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 bought a **** F-150 in August 2022 with Wyns Plus as an extended warranty. Within 3 weeks my vehicle started to have transmission issues. I took it to a **** dealership where they service department said that it needed a transmission control module connector. The part is no longer being manufactured. It has been discontinued. So the only way to get that part is by purchasing as after market or , pick and pull, etc. It took 3 months to find an after market part at ****. I called Phoenix ******* (Wyns Plus - but we wont go there) and was told because that the after market part would be covered if the part had 1 year warranty and ****** warranty parts and labor. The issue is you cannot find an after market part that has a year warranty - only 6 months is offered. When I explained this to the customer service rep. with ********************** *******, I was told that nothing less than a year would be accepted. I then asked the rep to please find me that part in the continental US with a 1 year, ****** mile warranty, because it doesnt exist. She said that their policy is that Phoenix ******* will not cover a part with less than 1 year labor warranty. I also called **** Corporate and was told that standard warranty for labor is 6 months. My issue is that I have paid good money for the extended warranty. The part is covered but not with the 6month warranty on labor. Phoenix is asking for something that is impossible to provide. Why have an extended warranty at all if Phoenix wont cover after market parts when the actual part is no longer being manufactured? I am a single mother and a 90% disabled vet who struggled to even get this truck as a graduation present for my son that he was only able to drive for 3 weeks before it broke down. I just want them to honor their commitment to their customers by taking into account the fact that when parts have been discontinued , the after market part will not have the same warrant and the coverage needs to be adjusted accordingly and covered.

• Initial Complaint

  Date:10/26/2022

  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 have my vehicle at a repair facility. My vehicle has a warranty with phoenix *******. An inspection was done for the repairs needed on my vehicle that are covered under my warranty. The repair facility confirmed that my repairs needed were parts that were failed internally and not due to rust or corrosion. The warranty company denied my repairs saying that the failure is due to rust and corrosion. I requested the inspection report and the warranty company would not provide it to me. The warranty company is not basing their decision on what the inspector or repair facility said. They are basing their denial because the pictures show rust. Rust is normal for any car especially given the fact we live in ********. But that is not the cause of failure for my repairs needed.

• Initial Complaint

  Date:08/17/2022

  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.

  7/28 i made a gap insurance claim. i was told by credit acceptance to send a statement of loss, no one contacted me after that. i was behind a significant amount on my car payment. due to *****, I have not had stable steady income. i was on time with my payments the first 10 or 11 payments. the balance that was past due on my account was ******** that was on 7/30. I sent in ALL of the required documents to credit acceptance that was requested. (statement of loss, declaration page from last insurance company). still heard nothing. on 7/31 I went to my credit acceptance portal and the balance was accelerated and also applied to my credit bureau report and i had yet to hear from anyone about the status. when i did call in, a guy told me about a settlement, i cant afford it.. my rent is 5 months past due, im not vaccinated, cant keep a steady job because of that and i also have to see after my mom who is high risk and who also has a compromised immune system. I now have no car and on the verge of losing my home. i received a letter dated August 3 from administrative offices or phoenix american gap processing department saying because of the balance owed which was ******* on July 29 when i checked the portal basically nothing can be done. I will continue to file complaints and i will keep going until something is done. the gap insurance was purchased when i bought the car, yes i fell behind, do the job and post a payment there or a complaint will be made everyday until something is done. i didnt have money to pay the note on time, i dont have money to pay for a flooded broke down car. My level of stress has become intolerable and its only going to get worse.

  

  Business Response

  Date: 09/21/2022

  Please see the attached.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17725681
  
  I am rejecting this response
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/23/2022

  No one is able to do anything about the situation. This outstanding balance is on my credit so thats where it will remain. There is no need for the gap insurance company for me to contact it or vice versa. No more communication on either part.