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:06/25/2024

  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.

  My car broke down on April 5, 2025 and the warranty took about 7 week to approve the engine repair and agreed to pay for it and then made me pay for the labor Fee.

  

  Business Response

  Date: 06/26/2024

  Phoenix American adjudicated the claim upon receipt.  Following lengthy diagnosis, Phoenix American agreed to approve the claim and gave the option to have a replacement part sent in by a third-party vendor or apply that approved amount towards the more expensive new engine replacement that the repair facility would provide.  Phoenix American approved and paid for the claim.  Phoenix American paid the claim as per the terms of the contract and cannot approve any additional amounts at this time.  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21901839
  
  I am rejecting this response because I wasnt expecting to pay as much as I was told I would to get my car back. Then also had to pay for a car rental that cost me another $2000
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/27/2024

  Was told that they would help me out with some of my car rental after the claim was opened

  Customer Answer

  Date: 06/27/2024

  Was told that they would help me out with some of my car rental after the claim was opened

  Customer Answer

  Date: 06/27/2024

  Was told that they would help me out with some of my car rental after the claim was opened

  

  Business Response

  Date: 07/08/2024

  Phoenix American was unaware of any rental.  If ******************** submits her rental invoice to Phoenix American's auditing department, it will review her rental for any amounts that can be approved under the Contract.

• Initial Complaint

  Date:06/10/2024

  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.

  On 2/7/24 I brought a car from One Love Auto Sale. I put down $2555.00. On 3/20/24 I had to pay for a Sensor $195.31 to be put on. On 4/15/24 as I was driving the transmission went out on the car. I had to have the car towed from ******* back to S.C. where I live. $400.00. They told me to get a rental car while the car was in the shop and they will reimburse me. I had the rental for 14days $1028.01. They wanted me to help pay for transmission to get fixed. They refuse to reimburse ANY MONEY THAT I HAD TO COME OUT OF POCKET

  

  Business Response

  Date: 06/13/2024

  ****** approved the claim following diagnosis of the failures by the repair facility.  The claim was approved for $4,447.06, which was paid upon receipt of a final repair invoice.  Included in that was $210.00 in rental, which was the maximum allowed for the repair under the Contract.  ****** regrets any frustrations that **************** has faced in the claim process.

• Initial Complaint

  Date:05/22/2024

  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.

  My car was purchased June 2023 and is within the warranty. In March 2024 my hazard lights began to go off intermittently and caused a drain on my battery. I put the car in the shop and was charged $600 to fix the issue, a claim was filed to ****** and was denied due to the broad meaning of electrical, I am to assume. My car was out of commission for three weeks. May 2024 the car's suspension goes out, (car is out of commission for another three weeks )and I take it to the dealership and they charge me $100 deductible, ****** later denied the claim and two weeks later the bumper falls off car, the car is now back in the shop for the same thing. During each time the loan company has expected my payment.

  

  Business Response

  Date: 06/13/2024

  ****** has again reviewed ************************ claims.  The contract specifically states the parts that are eligible for coverage, and each of the parts reported as failed are not listed for coverage.  The first claim, they reported the parts reported as failed were a bulb, a console screen and the hazard switch; none of these are listed as a covered part.  In the second claim the parts reported as failed were suspension air compressor and the left/rear air shock; unfortunately these too were not listed for coverage either.  Therefore, no amounts can be provided towards those claims.

• Initial Complaint

  Date:05/16/2024

  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 purchased a used 2012 **** F150 in **********, ************ on April 11th 2024. On May 7th I began driving to pick up my daughter in **********, *****. On May 9th, 2024 at 1am, in ********** ***** my truck began making a loud banging noise. I immediately pulled over and climbed underneath to see if I had hit something. There was nothing there. I then checked my oil while pulled off the highway. It was at the full **** as it had been when I started my trip. There were also no leaks of any sort under the vehicle. I then started the truck and exited the highway a few hundred yards later. I pulled into a gas station parking lot and at this point the check engine light came on and before I was able to park the oil pressure dropped to zero. It was parked and towed the next day. The diagnosis was a blown engine. phoenix American refused to pay and order me to get the engine torn down at my expense before they would pay anything. They also said that rental reimbursement would only be paid if they approved the repair. The mechanics agree that they are ripping me off due to the strange request to prove a leak couldn't have caused the issues. That is as bad as asking what came first the chicken or the egg. I want my vehicle fixed or a refund.

  

  Business Response

  Date: 06/06/2024

  ****** would like to apologize for any delay that ****************** faced in the claim process.  The chosen repair facility did not notify ****** it had completed diagnosis and had all failures exposed for inspection until June 3rd.  The claim was approved for repair on June 5, 2023.  Upon proper completion of the repair, ****** will remit payment to the repair facility for the approved claim amount.  ****** looks forward to assisting ****************** in the future, should the need arise.

  Customer Answer

  Date: 06/06/2024

   
  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:05/13/2024

  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.

  We have this company for my car. My car is still under warranty. I have paid for parts that are covered because they refused to pay for the covered parts. I have called them about it and they have hung up on me and everything else. Now my car has been having issues a week after I got it. It's been 2 months and now my car sits in the shop with a 950 dollar bill and I don't want to pay for a part that's covered and this company refused to refund me my money of 1016 dollars not counting the payment I make on my car that goes to them each month while I have it. I want them to pay the 950 and I'll call it even. And I have all the documents needed to prove my case.

  

  Business Response

  Date: 05/24/2024

  ****** appreciates **************** business and for reaching out regarding his Contract.  Two claims have recently been made under the Contract.  The first claim was for a failed waste gate sensor, ac sensor and a turbo tube; none of the failed parts were listed for coverage.  The second claim was for a failed water outlet and radiator hose; neither of those parts are listed for coverage either.  ****** unfortunately was required to deny both claims due to the failures were to non-covered parts.  ****** looks forward to assisting ************ in the future on any other claims that *** arise.

• Initial Complaint

  Date:05/03/2024

  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 took my 2017 ***** Accord to Concord ***** for a routine oil change and an oil leak was found during the oil change. I authorized the repair shop to check to see where the leak was coming from and it turned out to be a leaking oil pump. I have a warranty with Phoenix American Warranty and on Tuesday April 30,2024 a claim adjuster went to Concord ***** to inspect the problem but denied authorization to complete the repairs saying the car needed seals when they never spoke with the technician nor did the adjuster thoroughly inspect the car per *************************** who works at Concord *****. ****** called the warranty company about the denial of oil pump issue and she said they were very unprofessional (arguing with ******) and continued to deny the claim telling her its seals which are not covered when it needs an oil pump. There has been always an issue with Phoenix American whenever my car needed repairs that were under warranty but it was eventually paid after the dealership (Pittsburg *****) had to go back and forth with the company. I purchased the car used and unaware of any issues that *** happen while operating the car and thats why I purchased the warranty. I need help with getting this issue solved. Thank you in advance for your time

  

  Business Response

  Date: 05/24/2024

  ****** appreciates **************** business and for reaching out regarding her contract.  ************* initiated a claim regarding the Vehicle having an oil leak.  Following an inspection by an independent third-party inspector, it was confirmed that the Vehicle had a leak from the Front Crank Seal.  **************** Contract unfortunately does not provide seals and gaskets coverage, therefore, coverage to the claim was denied.  This claim was properly adjudicated and the claim denial must stand.  

   

  As ************ states, ****** has previously paid over $5,000 in claims on her Vehicle and looks forward to assisting her in the future for any claims that *** arise.

  Customer Answer

  Date: 06/06/2024

  My apologies for the late response this email was in my spam folder. As stated before the car wasnt broke down so **** couldnt possibly see where the actual  leak is coming from and their conversation with ************* vague. They are saying its seals but its an oil pump thats leaking onto the seals. Did you ask **** I if the car was broken down to actually indentify the problem instead of looking under the hood with a flashlight? Have you spoke with *************? Did someone from BBB go look at the car? (**** a claim against another company before and your company actually sent someone out to look at the car)What are my next steps that I need to do to get this claim paid? 

  

  Business Response

  Date: 06/13/2024

  The vehicle was inspected by an independent third party inspector who confirmed that the failure was to the front crank seal, which caused the oil to leak of the vehicle and caused further damage to the vehicle.  The failures were confirmed and no other part was identified as failed.  As the failure originated from a non-covered part, ****** cannot approve any amounts towards this claim.

• Initial Complaint

  Date:04/25/2024

  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 got a loan for a car back in January. the engine went out two months later and i had it towed to the dealership where i got it from. The warranty company told me to email them a receipt on the car rental we would be reimbursed. the warranty company sent some one to look at the engine that went out. they decided to replace the engine. instead buying the engine that the dealership had they decided to ship an engine which took them over a week. i ended up having a car rental for over two weeks. which we paid over 2k for the car rental. and all they did was send a check to the dealership for ****** for a car rental i never got from the dealership because they had no service loaners to use. if the warranty company bought the engine that the dealership had i would had my car back and fixed a week earlier not waiting over two weeks for a car to be fixed. i have sent an email to the refund department. and i have not seen an email back yet or a voice mail. i think i deserve way more than ******. i uploaded my receipt for the car rental.

  

  Business Response

  Date: 05/07/2024

  ****** regrets any frustrations that ********************** faced during the claim process.  ****** followed the required procedures set forth in the Contract and paid the maximum rental authorized under the Contract.  The repair facility was paid the rental as it submitted it with the repair invoice for final payment.  If a reimbursement is owed to ********* for the rental, the repair facility would need to remit it as they accepted the rental payment.

• Initial Complaint

  Date:04/12/2024

  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.

  On July 14,2022 we purchased a vehicle from ******** Pontiac GMC,INC along with the purchase of the vehicle we purchased Guaranteed Asset Protection Insurance (GAP) provided by ****** GAP (Phoenix American *************** ****** On February 16,2024 the vehicle was involved in an accident resulting in the vehicle being total loss. We informed ****** Gap as well as ************************* Corporation of the total loss. On April 8,2024 we received a notice stating "no benefits will be provided under this GAP Waiver Addendum based on the provision that the vehicle was being used for commercial purposes at time of accident." THIS STATEMENT IS NOT TRUE WE USE THE VECHILE FOR PERSONAL AND WE WERE HEADING HOME FROM THE GROCERY STORE AT TIME OF ACCIDENT.

  

  Business Response

  Date: 04/16/2024

  Phoenix American has again reviewed **************** claim.  The Vehicle was not equipped with any seats in the cargo area, therefore, it was configured for commercial purposes and was not eligible for coverage.  Unfortunately the claim must remain denied.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21566976
  
  I am rejecting this response because:The response from ****** GAP is a contradiction from what we Signed & Payed for. We were not provided with this information from ****** GAP or ******************** when we purchased the vehicle. Also a commercial vehicle is designed to move 16 passengers(including driver) with a GVW (gross vehicle weight) ******. The vehicle we purchased doesn't meet these Criterias. Therefore IT IS IN FACT NOT A COMMERCIAL VEHICLE
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/17/2024

  We appreciate **************** frustration, but the *** Waiver is clear regarding its coverage.  We apologize if there was confusion at the time of sale, but unfortunately no coverage can be provided towards this claim.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21566976
  I am rejecting this response because on July 14 2022 all parties involved knew the make and model of the  vehicle being purchased to ignore that fact is egregious and the practices of this company is borderline Criminal and immoral due to the fact you knowingly took payment for the service and never had any intention of upholding your part of the agreement
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2024

  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.

  A sensor in my vehicle went out. Take it to the shop they sent a claim to the warranty. The automotive shop show the inspector that there was power going into the sensor but not coming back and the warranty People denied the claim because they physically cannot see a problem with it. And now I have a automobile that won't drive

  

  Business Response

  Date: 04/16/2024

  On April 3, 2024, Victory Chrysler initiated a claim under the Contract.  ****** inspected the Vehicle and no failures were demonstrated to the Vehicle's transmission.  They could only show the old error code which indicates there is some issue with the transmission, but does not state the cause of the failure or the full extent of that damage.  Without proper diagnosis of the cause of failure and extent of damage to the Vehicle's transmission, ****** cannot proceed with the claim.  

• 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.

  On 03/26/24 I took my recently bought 2013 **** Explorer to a dealership shop for mechanical issues. The shop found that the vehicle has a severe coolant leak by the water pump, radiator hose and oil by the transfer case. The vehicle has an insurance that only wants to pay a fraction of the job and parts when they're supposed to pay for the work and parts.

  

  Business Response

  Date: 04/16/2024

  ****** appreciates **************** reaching out regarding his claim.  ****** agrees that the repair facility reported that the Vehicle had a lack of power caused by the transfer case and also had a leak in the water pump and damage to the Vehicle's engine mounts, gaskets and sway bar links.  ****** approved the cost of the water pump, gaskets and sway bar lines.  The radiator cap and radiator hose were denied because they are not listed for coverage.  Further, during the claim process ****** spoke with **************** who admitted that the Vehicle had a lack of power issue prior to his purchase of the Vehicle and it caused him to return it to the selling dealer after purchase.  ****** denied this claim because it was pre-existing to the purchase of the Vehicle, which is specifically excluded under the Contact.

  ****** has again review this claim and has confirmed that no additional amounts can be approved under the Contract.