Complaints

This profile includes complaints for Black Diamond Administrative Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Black Diamond Administrative Co

  2 Eagle Ctr Ste 1 O Fallon, IL 62269-1847

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  Black Diamond Administrative Co

  109 E 1st St O Fallon, IL 62269-2127

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:12/31/2022

  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 my vehicle from a reputable dealership back in April 2022 with 80,069 miles on it. It was running perfect when i bought the truck and when I bought the policy. I was Bombarded with mail from ***** which is managed by Black Diamond Administration Company to purchase an extended warranty. I decided to take a chance and purchased the warranty. When I purchased the warranty the truck had 83425 miles on it. I was driving down the highway when suddenly the engine started knocking and went into limp mode and never turned on again. I had it towed to one repair facility and after about a month the repair shop told me I need to getbthe truck out of there because Black Diamond was being difficult to deal with. So I had to pay the diagnostic fee and pay to get it towed to a dealership. I had to authorize a tear down for them to send and inspector out to "determine" if the cause of failure was present during the validation period. I'm currently 1544 mile outside of the validation period but I'll give you 2 guesses as to what the inspector had to say... that the cause of failure was present during validation period what a surprise. Black Diamond or the inspector cannot even give me a mileage range of how long it would take for something like this to fail and I cannot get an answer. Black Diamond director of claims even tells me over the phone that there's no way I could've known because the truck has enough power to push through the issue until it breaks down. So how am I supposed to know if the truck was messing up when it was running smooth? I bought the policy in the event something happened I did what I was supposed to do went over the validation period and Black Diamond Administration is not holding up their end of the deal because they says it's a pre existing condition. They never asked for or did a vehicle inspection before I bought the policy. If they want to be more cause they should require this or make the validation period more stringent.

  Business Response

  Date: 01/26/2023

  After reviewing all aspects of this complaint here are the facts as presented to me.  The original shop became frustrated with the delays and asked the customer to move the vehicle.  The delay came because the customer would not authorize teardown to the point of failure.  If the customer won't authorize tear down we cannot find out what broke, how it broke, and when it broke.  This requirement is specifically stated in the contract.  Once the vehicle was moved and teardown was finally authorized an independent inspector was sent.  We use independent inspectors so we get a completely unbiased view of any breakdown.  We have no idea who the inspector is.  They don't know us and they don't know the customer, they just look at the issue and lay out the facts.  All we get is a report back showing the findings. In this case they found the #4 rod was spun and the #6 rod was very loose on the crank which is a sign that the rod bearing had been worn severely. The amount of wear on the rod bearing shows that this was a long term issue, probably from even before the customer purchased the vehicle.  While I completely understand that the customer is upset, I believe the anger should be with the dealership that sold him a vehicle that didn't even make it to the first oil change and not Black Diamond for following the language of the contract.  Thank you.