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:02/09/2023

  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.

  RE: Policy PUG255546 Failure to repair vehicle under warranty. Greetings, I am writing in regards to my 2018 BMX X3 that the current motor has hydro-locked. **** and ************ both confirm that a new motor needs to be installed. I purchase the vehicle from ************ about six months ago performed a recent oil change on 12-5-23 on the vehicle car would no longer start. ************ advised it was overfilled which cause the motor to hydro-locked however **************** advised the motor obtain the proper amount of motor oil. *** advise that the vehicle had the proper amount of motor oil. I understand a tear down is required to determine the issue with the vehicle. *** is charging ***** for a tear-down however their head *******/Mechanic at *** advise this tear down will more than likely not determine the cause of failure. I have spend ****** so far for some tear down in which *** still have no idea why it failed. Thank you. ******************************** Supervisory IT Specialist - EIL ********* ******r ****** of Information and Technology (OIT), Development, Security, and Operations (DevSecOps)End User Operations (EUO)****** ** Area Mid-Atlantic District, Territory 3 GFE Mobile: ************* ******: ********************* M-F 7:00 am 3:30 p.m. EST

  Business Response

  Date: 02/13/2023

  United States Warranty Corp. ("USWC") received your February 10, 2023,  email and letter and forwarded them to me for review and response. USWC administers the Limited Powertrain Agreement ("Agreement") that was provided to ********************************* by Apex Motors on June 20, 2022. We hope you find the following information helpful.
  
  We have reviewed the claim with a claims supervisor and found the claim procedure is proper per the terms and conditions of the Agreement. As we explained to ********************** in a response USWC sent it to him on February 1, 2023, under Definitions, a "Mechanical Breakdown" or "Failure" is defined as "an event which results in the inability of a Covered Part to perform the function(s) for which it was designed due to an inherent material failure. Neither damage nor wear shall be taken to constitute Mechanical Breakdown or Failure. A Covered Part has failed when it can no longer perform the function for which it was designed solely because of its condition and not because of the action, inaction, or failure of any non-covered parts."
  
  Coverage is not automatic just because a claim has been filed. Specific requirements must be met for a claim to be covered, and there are also coverage exclusions. Section 4 Claim Procedures, subsection 3 states, "You must provide teardown authorization as requested in order to allow for an accurate diagnosis of your Covered Vehicle's mechanical condition. We are not liable for teardown charges in the event of a denied claim."
  
  To help move the claim, the claims team had a third-party inspection performed, and the inspection report noted an internal engine failure. The inspection report indicated that further teardown would be needed to determine the exact cause of failure and the extent of the damage. We cannot move forward with this claim until a cause of failure can be determined. Once the failure's cause and the damage's extent are found, we can determine if a coverable failure has occurred.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19380309
  
  I am rejecting this response because:  A letter was forwarded by the ******* of *** head guy in charge and advise tear-down of the motor will not indicate the cause of engine failure.  I have already paid for a partial tear down of ****** and they have discovered nothing so you want me to spend **** to tear down further.  You are prejudice company that don't honor the warranty you implied.  The motor is failed I no longer have a car and you are are finding any reason to deny the claim.  Said in this world today.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2023

  United States Warranty Corp. ("USWC") received a follow-up email and letter on February 16, 2023, and forwarded them to me for review and response. There has been no new information provided that would alter our decision. 
  
  As stated in our previous response, coverage is not automatic just because a claim has been filed. The contract holder is responsible for authorizing the teardown to determine the cause of the failure and the extent of the damage. A coverable failure is determined to have occurred when a covered part "can no longer perform the function for which it was designed solely because of its condition and not because of the action, inaction, or failure of any non-covered parts." Once a cause of failure is found, we can determine if a coverable failure has occurred. Until then, we cannot move forward with the claim.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19380309
  
  I am rejecting this response because: See you in Court. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/06/2023

  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.

  Brought truck 1/31/23 in to be looked at the dealer sent all information to warranty company warranty company told dealer they had to break down engine to make sure thats what it was which is a 6 hr job dealer the. Did that send all information over to the warranty company to show would had to be fixed the warranty company said that we had to send all paperwork showing maintenance on the truck on 2/2/23 from the time we purchased it dealer sent everything over to the warranty company said they had to review everything then they we contact the dealer even hear anything call Friday 2/3/23 they said they were still reviewing that paperwork work that they would coni the deal mid afternoon they never call the dealer back on 2/6/23 dealer call warranty company now they said they have to have someone come out an look at the truck they should be the ***** hours from today we cant get a rental car truck had been there 1 week as of 2/7/23 we did everything an so did the dealership as sending all paperwork to the warranty company an we keep getting the run around we bought the truck 2 years ok not sure why this is happening just need help to get it fixed or a rental car I wouldnt recommend this warranty company to anyone

  Business Response

  Date: 02/09/2023

  United States Warranty Corp.(USWC) received February 6, 2023, email and letter and forwarded them to me for review and response.
  
  With the information provided,we are still looking for a contract. If Mr. *************************** could provide us with a copy of the service contract or the vehicles VIN, we can perform a more thorough search.
  
  ********************** may send the information to ***************************** Once this information is received,we will be able to respond further.
  
  By pointing out the foregoing,USWC and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:01/11/2023

  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.

  The emergency call and GPS features stopped working. I brought it in to an approved repair shop, and they provided the following Fault codes: B7F317 GPS antenna shorted to ground and B7F327 TCB microphone shorted to ground. This led them to test plan, which was to seal car and run blower on high while spraying with soapy water to find a leak. This is ************ protocol for this since they have seen this problem before. This claim was denied first because they called out the exclusion: the following parts and conditions are not covered by this agreement. Any body, chassis or trim elements; sheet metal; body frames of any kind; mounts or bushings; cross members; body rails; welding of any part; body panels; engine cradles; bumpers; glass; carpet; door & handles & latches; weather stripping; lenses; sealed beams; light bulbs; LEF lighting; lamps; tires and wheels; batteries; dash pad and vents; air or water leaks;..When I stated that this claim is not for a water leak but for a mechanical failure, I was directed to the definition:Mechanical Breakdown or Failure is an event which results in the inability of a Covered Part to perform the function(s) for which it was designed due to an inherent material failure. Neither damage nor wear shall be taken to constitute a Mechanical Breakdown or Failure. A Covered Part has failed when it can no longer perform the function for which it was designed solely because of its condition and not because of the action, inaction, or failure of any non-covered parts.We are not submitting a claim of water damage. We are submitting a claim of antenna and microphone shorted to ground. I have asked the company for its notes. They failed to include the error codes and claim just water damage and further called our service provider and informed them they would not cover this without gathering additional information.

  Business Response

  Date: 01/18/2023

  United States Warranty Corp. (USWC) has received your January 12, 2023, email and letter and forwarded them to me for review and response. USWC administers the Limited Motor Vehicle ***************** ******** contract) that Mr. *********************** purchased on April 28, 2022, from ****************** *******. We hope you find the following information helpful. 
  
  We have reviewed the file and found that the claim was denied correctly per the terms of the service contract. The claims team received a call from ******* from Bummer Performance Center (repair facility) on  January 10, 2023, stating that the Emergency Call and GPS were inoperable. The repair facility noted that the shark fin cover was not sealing correctly, allowing water to leak into the headliner, which damaged the telephone control module and roof antenna. Since the shark fin cover is a part of the body that seals out the weather and is not a mechanical part, the cost to repair the telephone control module and roof antenna is not covered, and the claim was denied.  
  
  On January 10, 2023, ************** contacted the claims team to dispute the denial. To provide all benefit of doubt, a senior claims adjuster contacted the repair facility to verify the exact cause of failure. The repair facility confirmed again that the shark fin cover was not sealing correctly, allowing water to enter. The senior adjuster advised the repair facility again that body trim, weather stripping, loose bolts, and water leaks are not covered per section 12 Exclusions-What This Agreement Does Not Cover, subsection B., which lists the above items as not covered. 
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  

• Initial Complaint

  Date:01/04/2023

  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 gotten taken advantage of by the dealership I bought the car from the warranty company and the dealership that has done the repairs after the car broke down., The first time it should of been totaled and I should have been given a new car the whole motor blew up and tubo destroyed as well as other key components in the car that were never addressed these parties act as if they are separate entities but are all in business together profiting off of referring customers to each other and selling each others policies and covering each other when claims are opened. I will take this loss i am not responsible for the Mechanical failure from the manufacturer to the failed repairs done by the dealership service department to the poor handling of the claim from the warranty company.

  Business Response

  Date: 01/12/2023

  United States Warranty Corp. (USWC) has received your January 4, 2023, email and letter and forwarded them to me for review and response. USWC administer the Limited Motor Vehicle ***************** ******** contract) that ************************************* purchased on August 31, 2020, from ************************************************. We hope you find the following information helpful. 
  
  We have reviewed the file and found that the claim was adjudicated correctly per the terms of the service contract. USWC authorized the covered repairs to Mr. ****** vehicle, and we were not informed of any other issues with his vehicle prior to the expiration of the service contract by mileage.  
  
  We have reviewed the file and found that the claim was adjudicated per the terms of the service contract. USWC authorized the covered repairs to Mr. ****** vehicle, and we were not informed of any other issues with his vehicle before the expiration of the service contract by mileage.  
  
  According to the file, on December 14, 2021, the claims team authorized the replacement of the engine to *********************** ***** Coco Creek (repair facility). The repair facility replaced the engine, and on March 3, 2022,  payment was issued to the repair facility for $7,214.08. On March 4, 2022, the repair facility filed a claim for replacing the *** Module, which the claims team authorized for $1,185.85. 
  
  
  On March 17, 2022, ******* from ************************************************ (selling dealer) called and stated that ************** did not wish to return to the repair facility. The claims team advised ******* of the towing and rental benefits. ******* called on April 8, 2022, and stated that the vehicle was at the repair facility. The claims team advised ******* that they had not been contacted, and ******* said she would call the repair facility and find out why.
  
  USWC heard from ************** on January 4, 2023, when he called the claims department about his vehicle. ************** acknowledged that the claim was handled correctly but was not happy with the other parties that worked on his vehicle. The claims team asked for the current mileage, and ************** stated it was ****** miles. ************** was advised that his service contract has expired by mileage at ****** miles. He acknowledged this and asked for guidance since he was not happy with *********************** ***** Coco Creek on how they repaired his vehicle. As USWC is not directly affiliated with the repair facility, we cannot respond to any issues that ************** may have with them.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  

• 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.

  Took my vehicle in for warranty claim, some of the work was approved, but all should have been covered. Asked for reinspection of the vehicle 4 different times. I found out that the dealership cancelled my claim without my permission or consent even though warranty company has record of me requesting a reinspection the day before the dealership called to cancel. They are now denying coverage as I have exceed mileage. My next review will obviously be **************** for their criminal and negligent practices.

  Business Response

  Date: 10/31/2022

  Good evening, 

  With the information that has been provided, we are unable to locate a contract. To properly respond,we ask that ****************, provide us with a copy of the contract or the year, make and model and the vehicle's VIN. 

  Thank you,

  APD Compliance

• Initial Complaint

  Date:10/25/2022

  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.

  My **** Fiesta 3fadp4ej56m178540 was totaled in an accident on 3/29/22. I emailed US Warranty to cancel on 5/3/22 I have sent them a copy of the letter from the total loss **** of the insurance company as well as the collision center paperwork showing the odometer of ******. They have ignored my emails for a refund

  Business Response

  Date: 11/02/2022

  Good afternoon,

  At this time, we are unable to locate a *** contract with the information that has been provided. If we could be provided with a copy of the *** contract and/or contract number, we would be able to perform a more thorough search.
  
  Once this information is received, we will be able to respond further.
  

• Initial Complaint

  Date:10/11/2022

  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.

  A 100k warranty was purchased in 2018 when the car has 35k miles on it from the previous owner. We were told the warranty was 100k on top of the 35k mileage. **w the dealer is claiming that the warranty is only good for 100k including the 35k miles so now Im purchasing a warranty for 75k miles? ** one can get ahold of warranty either. ****** says closed.

  Business Response

  Date: 10/18/2022

  United States Warranty Corp. (USWC) has received your October 12, 2022, email and letter and forwarded them to me for review and response. USWC administers the ************************ ************ Motor Vehicle ***************** ******** contract) that ******************************* purchased on August 21, 2018. We hope you find the following information helpful.
  
  We have reviewed the file and found that the claim denial due to expiration by mileage is correct.   Per the terms of the service contract, Mr. ********* service contract expires at ******* miles.The Declarations page clearly states that the service contract will expire on June 10, ****, or at ******* miles, whichever occurs first. The mileage on the vehicle at the time ******* **** registered the claim on August 18, 2022, was 105,889.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:10/04/2022

  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 warranty when I purchased my car. My car needs a whole new motor $7000.00 is the total cost. Ive been without my car for a month. The warranty company is stalling and told the dealership service center to dismantle the engine at my expense $1500.00. I have not received a rental. The warranty company also sent someone to look at the car. What is the point of purchasing a warranty that doesnt want to cover anything when I need it. Its costing me a lot of money in Uber rides. I work full time and attend school full time; so this issue is disrupting my everyday life.

  Business Response

  Date: 10/13/2022

  United States Warranty Corp. (USWC) has received your October 4, 2022, email and letter and forwarded them to me for review and response. USWC administers Auction Direct USA Warranty, Inc.'s (ADWI) Limited Motor Vehicle ***************** ******** contract) that *************************************** purchased on December 17, 2020,from Auction Direct USA, ******. We hope you find the following information helpful.
  
  Coverage is not automatic just because a claim has been filed. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions.
  
  We have reviewed the file and found that the claim has not been denied but is pending verification of the failure's cause and the damage. As stated under Section 6 Claims Procedures, "3. You must provide "teardown authorization" as requested to allow for an accurate diagnosis of Your vehicle's mechanical condition. ADWI is not liable for teardown charges in the event of a denied claim." 
  
  A third-party inspection was performed on September 13, 2022, and the report verified that the vehicle was fully assembled. The report also verified pressure in the cooling system when the radiator cap was removed, the odor of combustion gas, and white smoke out of the exhaust. No intermix was present in the engine, and the oil was full and in good condition with no engine codes stored. 
  
  We cannot proceed with this claim until the teardown and diagnosis are completed, and a complete diagnosis is provided to USWC.   After the completed diagnosis, we will have a second inspection to determine if there is a coverable failure as defined by the terms and conditions of the service contract. 
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:08/15/2022

  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.

  I have been trying to get a GAP insurance refund for almost a month now and neither the dealership where I purchased the contract or I can get a response on the matter from the company.

  Business Response

  Date: 08/23/2022

  United States Warranty Corp. (INDS) received your August 16, ******************************************** for review and response.
  
  To respond to the complaint appropriately, we will need further information. If ******************** could provide us with a copy of the contract or the vehicles VIN, we can perform a more thorough search.
  
  ******************** may send the information to ***************************** Once this information is received, we will be able to respond further.
  
  By pointing out the foregoing, USWC and its affiliates do not waive, but specifically reserve,any and all rights and defenses they may have under the *** Addendum and applicable law.

• Initial Complaint

  Date:08/09/2022

  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 *** insurance with this company. I total loss my car on September 23,2021. After the accident I gave all the information needed to my insurance companies. GEICO paid their portion of the car and came to remove it. The *** insurance however only paid a quarter portion of the vehicle. Leaving me with $4,513 to pay out of pocket. I have called numerous times to figure out why they didnt pay the car completely off since thats what I was paying them to do. They told me they only pay for what the car is worth but I didnt see that stated in the contract. On the settlement they sent me, it says an unpaid net balance of around $2,000. However, my loan company is saying $4,513 is remaining. Nothing is adding up of making sense. It is also effecting my credit with the car being totaled and a balance still on it.

  Business Response

  Date: 08/17/2022

  United States Warranty Corp. (INDS) received your August 9, 2022, email and letter and forwarded it to me for review and response. INDS administers the subject *** Addendum that Ms. ********************* purchased on June 6, 2021, from TruAuto MC, LLC. I have reviewed this matter, and I hope you find the following information helpful.
  
  The *** Addendum is not a contract of insurance but an amendment to the financing agreement between Ms. ********************* and the lender, ******************, **** INDS is not a party to the finance agreement or the *** Addendum.
  
  We have reviewed the claim file and found that the claim was adjudicated per the terms of the *** Addendum. Our records show that the claim was reported to our claims department on October 26, 2021. On October 27, 2022, the claim was sent to the underwriter, CARCO (State National) for review. A payment of $2,746.38 was sent to the lender on October 28, 2021
  
  On the front page of the *** Addendum, it clearly states that This Addendum has no coverage to any Collateral where: a) the amount financed is greater than the Maximum Amount Finance Limit stated on page two; and/or b) the Financing Contract term exceeds the Maximum Term stated on page two. On the top of page 2, under Program Limits, it states the following.
  
  Maximum AFVR: 150% MSRP/NADA
  Maximum Term: 84 Months
  Maximum Limit of Coverage: $50,000
  Maximum Amount Financed Limit: $100,000
  
  The amount financed was $12,049.00, but the actual cash value (ACV) at the date of the loan was $4,625.00. This means that the total amount finance was over the 150%of the **** which is $6,937.50.  Ms.********************* called on July 5, 2022, and spoke to a *** adjuster, who advised her that the balance on the loan was a result of being financed over the terms of the *** addendum (150%).  Ms.********************* was not happy with this explanation and advised she has a family relative who is an attorney and will pursue legal action.
  
  On July 13, 2022, Ms. ********************* called back and spoke to a **************** Representative who reiterated the prior explanation from the claim notes.  Ms. ********************* was also provided the number to CARCO (State National) and transferred to CARCO so they could also explain why she has a balance on her loan.
  
  By pointing out the foregoing, INDS and its affiliates do not waive, but specifically reserve,any and all rights and defenses they may have under the *** Addendum and applicable law.

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17691553
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Vanler-*******