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:06/29/2023

  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.

  On March 18, 2023 I filed claim for a trip interruption. I submitted several receipts for meals and the hotel which was covered for three days up to ****** per my policy. All but one receipt which was less than ***** was denied saying every item was not listed out on the food receipts and the hotel name was not listed on the Priceline receipt. I could do nothing about the food costs but I resubmitted the receipt and included the hotel name. After another month of waiting with no check received, I did a final resubmission on June 6, 2023 and included the fact that if I did not receive reimbursement per my contract, I would seek assistance from the BBB. As of today June 29, I have not received reimbursement.

  

  Business Response

  Date: 09/08/2023

  Please see the attached.

  Customer Answer

  Date: 09/08/2023

   
  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:05/27/2023

  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 car to *** Boys automotive shop to repair an issue with my engine. I informed them I had coverage under ****** Extended Care. *** Boys was told by ********** that they were required to break down my engine in order to investigate and find the cause of the break down and inform ********** so that they can determine coverage of the issue. *** Boys took a week to break down the engine. The next week they tried to reach ********** to inform them of the cause but according to *** Boys they were constantly put on hold and hung up on. I called ********** and put them on 3 way with *** Boys but was told by customer service that pep boys would have to talk to claims. I asked to be connected to claims and the rep stated under policy, I, the customer could not talk to claims, it had to go through pep boys, meanwhile they will not take *** Boy's calls. During this whole ordeal, *** Boys has had my car for a month trying to deal with **********.

  

  Business Response

  Date: 09/21/2023

  See the attached.

• Initial Complaint

  Date:05/24/2023

  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 the upgraded and platinum warranty contract with Phoenix when I purchased my ***** suburban. Upon rough handling and riding I took it to get services and discovered the transmission has major problems and the electronic struts and ride system has failed. (the electronic systems to the struts) Phoenix sent an adjuster out to my vehicle where they approved the replacement of a transmission but were Denying the struts. We had to choose between aftermarket transmission and GM. Upon our decision we called in to tell them of our choice, a second adjuster overrides the original adjuster and denied the first adjusters authorization for the replacement without seeing the vehicle and said I now have to come out of pocket to tear the transmission down for an inspection. Then they would determine if they will replace any parts.The dealership and I called in to discuss the matters and speak to a supervisor as the vehicle has been sitting for a month or more. I was refused my request for a supervisor by *** (he said hes they only *** in the company but also refused me any employee ID or last initials or any identifying confirmation of him) he blatantly Told me I dont have the right and he would not connect me to any supervisor nor his superior and that was all he could do for me. This company needs to be driven out of business for the unethical and fraudulent warranty company they claim to be.

  

  Business Response

  Date: 09/21/2023

  See the attached.

• Initial Complaint

  Date:05/23/2023

  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 full coverage through this company once I got the car everything with the car was great until a little bit over a month of having the car, the car shuts off and wont start and I take it to the dealership I got it from and they said the motor is blown, and the inspector from this company came and took pictures and that three levels of there company had to look at the pictures to decide that the oil pump looked new so they were not going to cover the new motor. I talked to the mechanic at the shop and he said they never replaced the oil pump that he wipes parts down to better access and look at the issues and for when they rebuild the engine.

  

  Business Response

  Date: 09/22/2023

  Please see the attached.

• Initial Complaint

  Date:05/11/2023

  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 car from a dealer and with doing that we bought the extended warranty with Phoenix Amercian. Four months with having the car the engine failed. I reached out to Phoenix American and asked them what the process was and followed it. We decided to take it to *************, as they work on ***** all the time and know their cars and products. After reviewing the car the mechanic reached out to Phoenix American and tried to start a claim. They would NOT start a claim unless the customer (me) paid for a tear down of the engine completely. So, we did the tear down of the engine. After the engine was torn down the mechanics had determined that the engine failure was due a failed component the bearings failed ( which would have been a covered benefit). Phoenix American sent an inspector out and even though the engine was completely disassembled they deemed the failure to an oil *****. ******************* found his findings quite unusual since the engine was completely apart and virtually a prior leak did NOT cause the engine failure, and **************** found through their investigation that the engine failure was determined to be the engine bearing failure. The manager of *** was very upset with the inspector and comforted him that he was writing up a false report. The manager *** was very upset over all with his lie. I called Phoenix American for a copy of the inspectors report and they failed to give me one. They told me that they do not give out reports and they I would not get one. I also asked to speak to a manager and was told that they have no managers, I told her I needed to speak to some one higher up and she said No they have nobody and hung up on me. I have been missed guided, miss *******, and taken advantage of from this company. I have lost all faith in extended warranty's after this experience. I feel this needs to be done right and Phoenix American knows they messed up and they should pay for the benefits owed me!Kindly, ***********************

  

  Business Response

  Date: 09/21/2023

  Please see the attached.

• Initial Complaint

  Date:03/31/2023

  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 warentee from them when I purched my new car and unfold my transmission went out. I brought it to the nearest dealership in ********* ** which is cornerstone **** to get fixed. Cornerstone called me and said that the warentee company sent out there inspector to look at it and after that they said there was a small leak in the cooler line and I would have to have them tear down the tray and prove that wasn't the problem. So I contacted *********** and asked them if they could do it and to my surprise they said it would be impossible to prove. I told Cornerstone to order a new transmission for now and I would figure it out with the warranty company because it was a six week wait to get one and I need my car back as soon as possible. Fast forward 4 weeks still trying to get the warentee company to agree to pay for it and then the story changed to just tear it down show us there's fluid in it and will cover. Meanwhile they closed the claim without letting me know and I contacted Cornerstone to tear apart the transmission and they said it was already sent away! I'm extremely frustrated with both companies because I don't understand why I have to be the middle man when I bought a warentee that covers the tyranny brought it to get fixed as I was instructed and they should have hashed it out on what to do to satisfy the coverage. Now I have been without a vehicle for months and stuck with a **** bill for a transmission that should b e covered under the warranty I bought.Please help I have no idea what to do

  

  Business Response

  Date: 09/22/2023

  ****** responded to ****************** complaint to the ********* Attorney General, which is the same as the one with the BBB.  A copy that response is attached hereto.

• Initial Complaint

  Date:03/27/2023

  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.

  When my check engine light came on I went to ******************* to have a diagnosis run in order to figure out the problem as there had been no signs of leaks and or improper operation of the vehicle. The technicians at ******************* found that the coolant was going into the cylinder block, which caused the engine to overheat, and therefore warp the engine. Now my vehicle has been in the shop since January 30th 2023 waiting for the warranty company to approve the repair of my **** Fusion 2016. When the warranty adjuster came to inspect the car they refused to cover the repairs, citing that the overheating was not a direct result of the engine defect. I'm dissatisfied with the outcome of the warranty company since repairs will amount to over 9k and I have maintained perfect maintenance of the car. Furthermore, I have discovered through the BBB that this warranty company has over one hundred complaints with no responses. I have reached out to the ******** company that sold me the warranty and they have been unable to obtain a different result when they reached out to the insurance company. I feel that I'm not at fault here and that Phoenix American should accept my claim and cover the repairs and costs. The total repair costs are $9,575.33.I paid Phoenix American $2,083.00 for the limited warranty, with an issue date of 5/27/2018, that was to last 5 years or ******* miles, whichever one came first. Phoenix American commitment/obligation was to cover a part that has a breakdown or mechanical failure during the term of the warranty, of which an engine is listed under "covered parts." I have attached a document that goes into greater detail regarding Phoenix Americans commitments and obligations.

  

  Business Response

  Date: 09/22/2023

  Phoenix American previously responded to ******************** complaint to the ********** DOI, which contained the same complaint.  A copy of that response is attached hereto.

• Initial Complaint

  Date:01/24/2023

  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 car for my son in March of 2020. It broke down in July of 2020, after just 3.5 months. It hasn't worked since, although it has been to five different auto shops. It has been determined that it needs a new engine, yet nobody will replace it because of the difficulty they continue to have with the warranty company, Phoenix American. The car is under warranty until 3/2023, so only for another two months. I also purchased gap insurance coverage. So far, I'm out over $1000 for repairs that amounted to nothing, and I'm also our $13000 for the actual car. I have also paid for all the towing from place to place, some as far as from ******, ** to ***********, **... 170 miles. ** short, I have no car, no reimbursements, no nothing despite the warranty and coverages. And my son still has no transportation, almost two years later. Can you please help me?

  

  Business Response

  Date: 09/22/2023

  Please see the attached.

• Initial Complaint

  Date:01/16/2023

  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.

  Im not getting any assistance from my warranty wyns pus 2008 I purchased a vehicle last May 2022 from Drive Panda I never received a Carfax. My car has been acting up. Ive paid out of pocket to get my car fixed because my warranty. Dont comply with any shop as of now, my car has been in and out the shop, now my car is undrivable and its at the cat motors in Sycamore and my warranty company stated that they cannot pay for my vehicle to get fixed due to the price and the warranty on the parts. I am paying a car note for a car I cannot drive I am not getting any information from no one . Im really stuck with a car thats in drivable an my warranty covers what needs to be fixed I have absolutely no transportation I put money into this vehicle they sold me a savaged vehicle I really need legal help pertaining this matter I have to pay a note on a car that I cant drive and also no assistance from my warranty company I havent had this car a year yet an when I call I get disconnected an no resolution

  

  Business Response

  Date: 09/08/2023

  Please see the attached.

• Initial Complaint

  Date:01/03/2023

  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 car in February if 2022 and with it I purchased a used car warranty with **** Plus extended Care which I guess from my research is now this company or one of it's subsidiaries. I am still well within my warranty on my time frame and I am still under warranty based on my miles. My cars engine had catastrophic failure I did everything my warranty stated to be in compliance with what they required which was maintence correct fluids and all that now my car has been sitting for over a month and my mechanics have done everything they ask they sent an inspector to look too and the inspector even stated I needed a new engine it was not repairable and then we called after not hearing from them and they told us the inspector didn't work for them that what he said didn't matter they needed to have an estimate to repair or flush the engine well that couldn't be possible cause all the shops including the one my car sits at will not flush an engine that has the issues mine does. My mechanic sent proof of that an the estimate for my new engine they told him they wanted him to just patch it up he told them that was fraudulent and that is not what he would do for me his customer that I didn't pay for a ********************** for them to patch it up he would not put his business name on patched up work and nobody around would do that either now they are saying something else and are making me pay for another inspector and want my engine tore down even further on my car and it should have already been fixed we have done all they ask I want my money back I want the adjuster ********** talked to fired he refused to let us speak with the supervisor and argued with me would not stop talking and did it on purpose. He refused to answer our questions. And it was appalling the way that my mechanic and me were treated by **** and adjuster who refused to let us speak with his supervisor. They are gonna fix my car like my contract says or I want my money back for this warranty I purchased.

  

  Business Response

  Date: 09/19/2023

  Attached is ****** previous correspondence with ************** through the ******** Attorney General's office.  Since the date of that correspondence, ****** has requested a repair invoice from the repair facility, but has not yet received it.