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:12/30/2024

  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.

  Purchased a car for my daughter. It was an older vehicle and the dealership offered a warranty through them. It was Wynns ****************** We paid over $2,000 for the warranty because we wanted to make sure we were covered in the event something would breakdown. Fast forward 8 months and the car started to smoke real bad. We took it to the dealership to have it inspected and file a claim with the warranty company. The warranty company made them tear the engine down to find the breakdown. It was two bent valves. The warranty company came back and told them to tear down the vehicle to the point of failure which was already found. The warranty company is refusing to pay because the dealership cannot find why the valves bent. I would like this to be covered by the warranty company. This was in the contract they would cover engine failures and all we had to pay was a $100 deductible. We have been without this vehicle for my daughter and I am now stuck with a $3,000 bill from the dealership and a $11,000 loan balance.

  

  Business Response

  Date: 01/07/2025

  ****** appreciates Ms. ****** reaching out regarding the ****** *************** contract.  In looking into the claim history, it seems that a claim was initiated on August 27th, when the repair facility stated the engine had low compression but no cause of failure.  The repair facility did not call back until September 27th, whereby they still could not state the cause of failure to the engine and only stated that there was low compression.  It was not until December 4th that ****** heard from the repair facility.  At that time it stated that the cylinder 3 exhaust valve was bent.  They could not identify a cause of failure or any other damages to the Vehicle and the cylinder head could not be rebuilt.  There was still no cause of failure.  The shop did not call until December 30th to report only two bent exhaust valves were found and no cause of failure.  As those can be repaired without replacing the engine, ****** requested additional information and a cause of failure to explain the engine damage.  On January 7th the repair facility finally reported that the valve guides were failed and that there was additional damage in the engine.  ****** assigned an independent inspector to verify the failures to the vehicle in order to proceed with the claim.

   

  ****** regrets any frustrations that Ms. ****** has felt in the claim process.  Unfortunately, the repair facility did not move quickly in diagnosing the failures or communicating with ******.  ****** will proceed with the claim this week following the inspection.

• Initial Complaint

  Date:12/06/2024

  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.

  My name is ******* ******* and I was qualified by my bank for Phoenix American Warranty to fix my car. I qualified for a two a day rental on Monday. On Tuesday, my car was ready but the warranty company is not willing to work out the the issue. The warranty company is claiming they need to receive the invoice and how much for the labor. The automotive shop sent the email numerous of times. They continually said they didnt receive the email. Ive had the rental since Monday and I cant afford to keep paying for it every day when my vehicle is ready. No one wants to reimburse me for this rental when its not my fault that Phoenix American Warranty cant get their stuff together. Every time I call them, they are rude and disrespectful. I need my vehicle and it aint coming out their pockets. The bank had my call them and it is the worst thing I have ever done. I still have gotten my vehicle although its been finish since Tuesday and no one can get it together about paying the car shop and letting me get the car.

  

  Business Response

  Date: 12/19/2024

  ****** appreciates Mr. ******* reaching out regarding his Contract and claim.  ****** approved the claim for repairs and, during that process, ****** advised the repair facility of the required invoicing requirements.  These requirements stated that the invoice must include the Vehicle's mileage and the parts and labor warranty that the repair facility stated it would provide with the repairs.  ****** approved the claim on December 2nd.  ****** emailed the repair facility on December 4th and 6th, as it remitted improper invoices for payment.  ****** paid the claim on December 8th upon receipt of the proper final invoice.  

  ****** understands Mr. ********* frustration, unfortunately the delays resulted form the improper invoices remitted to ******.  ****** was clear prior to approval of the necessary invoicing requirements, so they should not have been an issue at remittance by the repair facility.  ****** looks forward to assisting Mr. ******* in the future. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22652124
  
  I am rejecting this response because:
  The invoice issue wasn't with me. The invoice issue was between Phoenix and the car repair. And because it took so long for yall to get on the same page, I had to get a rental car longer than necessary. I had it a whole week because yall couldn't get it together about receiving invoices. It's not fair for me. I called everyday for a week and it was a problem that wasn't on my end. So why should it be on me to be out of money.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/07/2025

  Again, ****** regrets any frustrations felt by Mr. ******* in the claim process.  ****** cannot pay claims without proper invoicing - this is carefully explained to the repair facilities prior to the claim.  The delay was with that.  ****** did issue payment on January 7th to Mr. ******* for 2 days of rental pursuant to the terms of the Contract.  As the repair facility has been paid and the rental has been paid, ****** considers the claim closed and no further amounts can be approved.

  Customer Answer

  Date: 01/08/2025

  When I provide u a receipt for a rental that I got because I couldn't get the vehicle for a whole week because yall failed to email the company back that fixed the van. Yall are wrong. I sat in the office numerous of days waiting on yall to get the email saying yall are paying the company so I can get my car. Yall don't care about your customers and I'm going to make sure I let credit acceptance and every car lot know that yall ****. My van still leaking transmission fluid but I can't afford a rental for another week because your poor business 

   

  Complaint: 22652124
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/29/2024

  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.

  I purchase a extended warranty on my2013 chev traverse 6/2024 I have last than 5000 miles and in less than 5 months I have issues I took my vechical to ****** Auto where I was told I needed to replace my rac in pion I rented a car and got a call from ****** saying the ********** was approved for repair but it would cost mie $1900 out of pocket for 3 lines.I decided to get a second opion and rented a nother vechical and took my vechical to ********* where I was told a inspector had to come out in 2 to 3 days causing me to extend my rental car even though ********* said both the ********** which had already been approved not only that I needed replaced but the power sterring also ********* called to say **** would only cover the power sterring pump and a second inspection was needed after 4 days of rental charges I picked vehical up

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ******* reaching out regarding his contract and regrets any frustrations he may have faced in the claim process.  ****** shows that 3 claims were opened regarding the relevant issues with the vehicle.  The first two were closed due to Mr. ******* relocating the Vehicle.  In the current claim, ********* reported that the *************** steering pump, sway bar links, power steering gear and outer tie rods were failed.  ****** assigned an independent inspector to verify the failures to the Vehicle.  During the inspection, only the leaking power steering pump was identified as failed. No other failures were shown to the Vehicle.  ****** spoke with the repair facility and reported that only the power steering pump will be covered under the Contract.  The repair facility stated it wanted to have the vehicle reinspected, but would speak with Mr. ******* regarding the failures.  ****** is presently waiting for the repair facility to call back to set up reinspection or to proceed with ****** approving only the failure to the power steering pump.  ****** looks forward to further assisting Mr. ******* with this claim.

  Customer Answer

  Date: 12/07/2024

  My vechical was at *********** where the ********** was approved for repair this was the first claim I was told that **** would not cover 3 line which conect the racn pion and it would cost me $1900 when would only pay $2000 so that claim was canceled and I took my vechecal to Firstone where they determined that not only did I need a ********** I also needed a power stering pump **** wouild only pay for the powwr strering pump I was told that  **** stateted that I needed a second inspection at my cost $105.00 and it would be in a day or two By then I have already incurred a cost of $350.00 in car rental fees This process has been extremly frustrating.since I had the outer tie rods replaced and a sway bar which I paid for and a front end alingment For $335.00 For a total of $685.00 and my vechecal is still not repaired totaly which items covered under my warranty at 5000 miles

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22618527
  
  I am rejecting this response because: All items are covered but have not been repaired I have spent $685.00 in car rentals and the cost of installed outer tierods ends and a sway bar all items which should have covered under my warranty **** is giving me the run around
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/19/2024

  ****** has reviewed Mr. ********* claim history.  ****** has multiple repair facilities calling in the same failures to the Vehicle.  ****** has approved the cost to repair the front strut, rack and pinion, and the power steering pump.  ****** regrets the frustrations in the faced in the claim process and caused by the repair facilities attempting diagnosis.  ****** has reviewed the claim and approved the maximum amount permitted under the terms of the Contract.  ****** looks forward to assisting Mr. ******* again in the future.

  Customer Answer

  Date: 12/23/2024

   
  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:11/28/2024

  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.

  I have a warranty from this company Phoenix America from buying a used car that had issues two days after I bought the car from 3rd party. Now I'm trying to get the car repaired here in **************** by ********* and Phoenix America is holding up payment to pay ********* for the work they have done so far. The total cost for all repairs is well over $3600 and I ended up paying $1574.11. Phoenix America is now liable for their payments for $2363.95 and are holding up my car that I can't get it back. It's a 2014 **** Flex. I have all documents for this because ********* gave me these. They are holding up the check to pay *********. I don't know if it when I will get my vehicle back. It was told by ********* to fax a complete service repair claim invoice back to Phoenix America which they did and had the Store manager sign, date when repairs were completed and warranty repairs that would last by month and miles of new parts for this 2014 **** Flex.I have called Phoenix America many times calling about my claims and when I would receive my car back. It's been like about a week and half because ********* has to order the new car parts Please help me out to get this car fixed and back.

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ****** reaching out regarding his contract and regrets any frustrations that he is facing.  ****** received the claim on November 21, 2024 for a failure to the Vehicle's water pump.  ****** approved the claim that day.  The repair facility was required to remit a final invoice evidencing the Vehicle had been repaired and ****** would then remit payment. ****** processed payment on November 27th following receipt of a full final invoice.  The claim has been paid for the approved amount and, therefore, ********** has fulfilled its obligations for this claim.

  Customer Answer

  Date: 12/04/2024

   
  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:11/23/2024

  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 a 2013 *********** that I am leasing through Credit Acceptance by ************* in ********, *******. My GMC blew a piston ring back on October 25th, 2024. I took my car to ******* where I purchased it on October 27th, 2024. The mechanics have been informing me & keeping me updated with my vehicle & how it is going. No one from my warranty company has been into contact with me about how my claim is going. Last night, 11-18-24, I called MS **** ****** explained that ****** Warranty denied the claim because the mechanic torched my piston ring ****** will not be covering the work even though it is covered under warranty. I have personally seen the piece that is broken & it does not look sabotaged & further more the mechanic has no reason to ruin my vehicle. I have been reaching out to ****** Warranty to no avail. I have left several voicemails for the supervisor, *************** has no contacted me at all. This business is disgusting when it comes to customer service. Then to deny my claim & not even tell me why is terrible. I want my claim to be overturned & for them to fix my car like they're paid to do.

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ******* reaching out regarding his claim.  The repair facility initially started the claim with a complaint that the Vehicle's piston skirt was damaged and the cylinder walls were scored.  ****** assigned an independent third party inspector to verify the cause of failure and the extent of damage to the Vehicle.  Upon inspection, it was found that the damage to the cylinder walls could not have occurred during the regular operation of the Vehicle, which means that damage occurred after initial teardown of the Vehicle.  Since the damage was not caused by the operation of the Vehicle, it does not qualify as a Covered Breakdown as defined by the contract the claim was denied.  Unfortunately, ****** cannot assist with this claim.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22577627
  
  I am rejecting this response because:
  

  The business did not cause the malfunction in my cylinder. The ring was not getting the compression that is needed to function properly & when 2 pieces of metal heat up they tend to mold together. When the *** got just enough compression it broke free causing the ring to well out my cylinder. I have had several mechanics see the same thing in other ***'s that have these ecosystem engines. Your supervisor, ******** informed me the mechanic sent out claimed there was a hole in the ring. Now I am hearing a different story from you. I have contacted my State Attorney & you shall be hearing from them soon.

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

• Initial Complaint

  Date:11/20/2024

  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.

  took my truck in to the dealership on sept 13 due to the check engine light coming on and it was almost due for a service. dealership performed the service and noted that the #2 plug and coil was bad. had them replace the plugs and coil. drove to work sat sept 14 and on the way home the check engine light came back on. took back to the dealership and about a week later was quoted cams and rollers for the right bank. warranty company gave the ok to do the work. after work was done truck still was not running right. scoped #2 cyl and noted that coolant was seeping in to the cylinder. was contacted and warranty company gave the ok to do the inspection and diag work. was told the engine was bad due to the head and deck being warped. warranty company is refusing to cover the cost of the replacement and refusing to cover the cost of the work already performed leaving me to cover basically all the cost of the repairs. my truck has been in the shop for 3 months now and i do not have the close to 20 grand that they ok'd to that they are now refusing to pay for. they refuse to provide any paperwork or talk to an adjuster. a law suit has been started. if they replace the engine and cover all cost then i will drop the suit and we will part ways.

  

  Business Response

  Date: 11/21/2024

  ****** cannot identify a contract with Mr. ***** as the contract holder.  ****** request that he provide his contract number or the *** so that we can properly address his complaint.

  Customer Answer

  Date: 11/21/2024

  273964 is the last 6 of the vin 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ***** reaching out regarding his contract.  The repair facility initially called in with failures to all 4 camshafts based on a customer concern of check engine light and chugging. The vehicle was inspected and failures to all 4 camshafts along with rocker arms were confirmed. Approval was given in the amount of $5481.10. After the repairs were performed, the repair facility called back and stated the vehicle was still not running correctly. Upon, further teardown, they found the engine had been overheated with no cause of failure identified. The vehicle was reinspected and the overheat was confirmed with warpage.  The additional damage was only found after the initial approved repairs, when it should have been found initially if proper and complete diagnosis of the full extent of damage to the vehicle and the cause of those failures were identified.  ****** advised it can only approve the dollar amount of the previous repair towards a motor replacement as there was an incomplete diagnosis initially performed by the repair facility. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22585147
  
  I am rejecting this response because:
  
  both the repair facility, 4 inspectors, dodge engineer, and myself with 20+ years as a mechanic all of us show no overheat issue with the engine. It has been documented multiple multiple times that no overheat issue was ever present during the lifetime of the engine. Ive seen the paperwork from the shop and the inspectors.  At this time my lawyer will be in touch with you shortly and I will be going after the maximum I can.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/19/2024

  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.

  Auto warranty fully paid. 10 Oct 2024 One week later, Oil pump failed causing oil loss and catastrophic engine failure. Engine's been torn down, full of metal shavings. Photographic evidence provided. Warranty company refuses to send 'inspector' because they don't see source of *********** been in shop 5 weeks.Warranty company refuses to specify what additional evidence they require.

  

  Business Response

  Date: 11/21/2024

  ****** thanks Mr. ****** for reaching out regarding his claim and his contract.  The claim was initiated on October 22nd, at which time the repair facility was advised of the necessary claim procedures.  On November 4th and 7th, the repair facility could not determine the full extent of damage to the vehicle or the cause of failure, specifically what caused the metal debris in the engine.  ****** again advised of the necessary diagnosis procedures, including determining the cause of failure and full extent of the damage.  ****** again advised the repair facility of this information on November 18th, as it had not yet determined what caused the damage to the vehicle, specifically the low oil condition, and could not identify the full damage to the Vehicle's engine.  This information is necessary in order for ****** to determine what repairs are eligible for coverage. ****** looks forward to further assisting on this claim.

• Initial Complaint

  Date:11/03/2024

  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 am filing a complaint against **** Warranty for their unprofessional conduct and failure to process my warranty claim. For the past three business days, I have repeatedly tried to reach their office. When I called, a representative initially told me to call back, but now the phone line has an automated message stating that the office is closed, even though Im calling during listed office hours. This has prevented me from facilitating repairs for my car, which is currently inoperable and needs to be moved to another repair shop.Additionally, **** Warranty refuses to transfer my claim to a new repair shop, insisting that the original shop, which is closed due to the owners passing, must call to close the claim. This is impossible under the circumstances.The representatives I spoke with were rude, calling me wrong and stupid, hanging up on me, and refusing to provide any further information or solutions.I am seeking BBB's assistance to ensure **** Warranty handles my claim professionally and allows me to proceed with necessary repairs.

  

  Business Response

  Date: 11/21/2024

  ****** appreciates Ms. ****** reaching out regarding her claim and contract.  As was relayed to Ms. ****** each time that she inquired, since the repair facility that initiated her first claim can no longer perform the repairs, the vehicle needs to be relocated to a new shop.  The original claim will be closed and denied since no work was performed, and a new claim will be opened under the new repair facility.  Each claim is specific to the repair facility that opens it, which is why the original claim is closed.  Any rental time that is approved under the Contract is specifically tied to the approved labor time - as per the terms of the contract.  Although ****** has spoken with Ms. ****** multiple times, there has not been a claim initiated by a new repair facility.  It should be noted that ****** values its customers and how they are treated on the phones.  ****** will review this matter and the recorded calls to ensure that Ms. ****** was treated professionally.  ****** looks forward to assisting Ms. ****** with her new claim.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22486877
  
  I am rejecting this response because you have not been truthful. I was told I cannot take my car to another shop because Ill have two open claims. I was told that I could transfer my claim but everything has to match what the previous car shop diagnosed. I was also told that I HAD to have someone from the car shop call to close to claim and that I wasnt able to close it myself. I think you need to train your employees better because I got 3 different response that ended up all not being true. I am completely disgusted at how I was and still am being treated by your business. You guys do not care. I need a clear accurate answer on if and when I can transfer my claim to a new car shop and I need the policy on the rental car reimbursement. I was told that I cannot be given any information regarding the adjuster report as well, yet one customer representative told me something about a turbocharger. If this isnt resolved quickly, I will pursue legal action. Thank you. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/02/2024

  Everything provided in ****** response was accurate.  The rental policy is stated in Ms. ******** contract, including the maximum daily amount and total number of days possible for a covered repair.  It should be noted that the contract only permits up to 7 days of rental, at $30 per day, based upon the number of labor hours required if the claim is approved.  

  Customer Answer

  Date: 12/11/2024

  I am retaining a lawyer to move forward with this as they have continued to lie in their responses. I have every phone call recorded as well as the car shop repair mans testimony backing everything I said. 

  Customer Answer

  Date: 12/11/2024

  To add one more thing, the rental policy that was given to me only on a pamphlet states it is maximum 5 days up to 30$ a day. NOT 7. That right there should show the BBB that they have no idea what policies they have and corroborates my side of the story to being true on the fact that I have received multiple different/conflicting answers on what is the truth. My lawyer will be in touch soon. 

• Initial Complaint

  Date:10/17/2024

  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.

  Company is refusing to resolve or authorize repair on my 2014 ****** Juke that has been at the repair shop since July 4, 2024

  

  Business Response

  Date: 11/05/2024

  ****** appreciates Mr. ****** reaching out regarding his ****** *************** contract.  The repair facility initiated a claim stating that the Vehicle's engine seized.  After some initial diagnosis, they found that the timing chain had failed and caused a hole in the timing cover.  The repair facility suspected additional failures and debris in the motor, but had not performed the necessary diagnosis in order to confirm that additional failures that would necessitate and complete engine replacement/repair.  ****** advised the repair facility that it needs to confirm the additional damage to the engine so that ****** could proceed with the claim.  The repair facility pushed back against the necessary diagnosis and has not called ****** back.  Should the repair facility confirm the additional damage, ****** can proceed with an engine replacement.  Should no additional damage be confirmed, only the timing chain failures can be approved under the Contract.  ****** awaits the repair facility's complete diagnosis in order to proceed with the claim.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22415082
  
  I am rejecting this response because:
  Repair facility has made several calls and requested an adjustor to come out for further review
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/21/2024

  We thank Mr. ****** for his follow-up.  The repair facility has not contacted ****** since July 22nd and has not proceeded with the claim.  Mr. ****** was made aware of this and, unfortunately, no progress has been made on this claim from the repair facility.  ****** unfortunately cannot proceed with this claim without the necessary diagnosis.

• Initial Complaint

  Date:10/17/2024

  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 an extended warranty on my vehicle in February I had this warranty for about 7 months my ignition Coils have gone out and my car is overheating. Took my car to pep boys the owner/ mechanic called to get my claimed Approval the agent told the owner that more than likely the ignition coils wasnt the problem and that he needed to call the back and clear the air on why the vehicle was starting if all coils are bad . This is ridiculous over 2k down the drain. Im gonna contact a lawyer regarding this and also file a complaint with the local *********************

  

  Business Response

  Date: 11/05/2024

  ****** appreciates Ms. **** reaching out regarding her ****** *************** contract.  The repair facility initiated a claim stating that all of the Vehicle's ignition coils and spark plugs were failed.  The spark plugs are specifically excluded in the Contract, therefore cannot be covered.  Further, the repair facility stated that the Vehicle could start, which is not possible if all of the ignition coils were failed.  ****** advised that the repair facility needed to diagnose what was actually failed, versus not failed, so that the claim could proceed.  The repair facility has not performed any additional diagnosis.  ****** will again follow-up, but until proper diagnosis is completed, the claim cannot proceed.