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:02/10/2024

  Type:Product 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 ***************** contract HZF079410 from SunPath LTD on 01/24/2020 for ******** for my 2014 Jeep Grand Cherokee. I sold it in July 6, *********************************************************************************************************** the contract. I was told to mail written notice to American Auto Repair Coverage PO Box 1639 ****************** ** ***** by ***** at phone ************. I have followed up by phone 10 times and reached a point on Jan 29, 2024 that ***** stated they had a check in amount of $1014 made out to me and were going to mail it "soon". On 2/8/2024 he texted me a **** express tracking number stating the check has been mailed. To date the shipment is not registered in **** tracking system and as of 2/9/2024 a lady named ****** said they are bankrupt and they will never mail the check.

  Business Response

  Date: 03/13/2024

  Thank you for your feedback. We take your concerns seriously and are actively working to address them. Your satisfaction is our priority, and we'll reach out to the appropriate channels for a prompt resolution. We'll be in touch soon to discuss further. For immediate assistance, call us at ************.

  Customer Answer

  Date: 03/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Sunpath approved a repair for *************************** Claim # C060415 on 01/02/2024 and had to order parts and when completed on 01/12/2024 we emailed for payment and they state the cannot pay because the company went out of business??? They cannot supply written evidence of why they cannot pay. Will not let me speak to manager- This is theft and we will pursue if needed.

  Customer Answer

  Date: 02/03/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/13/2024

  Thank you for your feedback. We take your concerns seriously and are actively working to address them. Your satisfaction is our priority, and we'll reach out to the appropriate channels for a prompt resolution. We'll be in touch soon to discuss further. For immediate assistance, call us at ************.

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  HAve never been contacted or paid since Jan of 2024
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/02/2023

  Type:Order 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.

  Date of Purchase 01/06/2022 Contract Purchase Price $4565.00 AAP contract was to cover my 2015 *** for mechanical failures.AAP refused to cover my vehicle under the contract that they sold me.AAP refused to cover the contract and has elected to refund the payment that were made without my consent.Service Contract No. MPF207341

  Business Response

  Date: 10/11/2023

  SunPath acknowledges receipt of the complaint of Reginold *****. ************** made the exact same complaint to the ******** Department of ********************************* (VDACS, ********, **), the regulatory authority in the ************************ that governs SunPath in May of 2022. Upon information and belief, the matter is closed.

  The facts have not changed, and our office's response was as follows: SunPath issued service agreement MPF207341 to Mr. **********;on or about January 6, 2022. A copy of that service agreement declaration page is attached. The service agreement covered Mr. **********;2015 **** F-150. It appears that when presented with this documentation, Mr. **********;sought to substitute the **** F-150 with another vehicle, a 2015 *** X5. Upon information and belief Mr. **********;contacted the independent vendor that sold him the original service agreement to do so. That vendor does not have the authority to bind coverage and our office does not provide coverage to the particular *** model owned by Mr. *****. *** X-5's are not eligible for coverage under our service agreements. 

  
  Reference is made to the sections of the service agreement entitled Exclusions (#**) and Cancellation of Service Contract which set forth our rights to cancel the service agreement in these instances. Our office did so and returned all sums it received for this service agreement to Mr. *****' installment payment provider (MEPCO). Mr. ***** thereafter received a full refund including his down payment from the vendor. 

  SunPath has at all times acted in good faith and in accordance with the written terms of the service agreement, none of which has been waived. SunPath LTD is again reserving all rights and defenses available under the laws of the ************************.
  
  

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  REASON FOR REJECTION
  The first information received was a contract with a 2015 **** F150.  I responded that I did not own or had ever owned that vehicle listed with that VIN number on that contract.  I was then issued a new contract with my 2015 *** with the correct VIN number 5UZKA4F3D0N09346, along with new identification cards with the contract number #MPF207341, and the Sunpath Mileage Plus coverage.  I have attached the supporting documents that show that indeed the contract to cover my ********************************************************* error.  (Please see the documents attached) My belief that my vehicle was cover is no fault of mine, but that of the issuer of the coverage plan.  ************ must be made to pay for the repair that was covered by the contract that they issued and should have honored.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 10/19/2023

  SunPath regrets that the consumer has rejected its response. Rejection notwithstanding, the consumer has undeniably been provided and accepted a full refund of all sums paid. SunPath remains unable to provide any type of service contract coverage for the consumer's vehicle due to the fact that coverage plans are not offered for the consumer's vehicle. 

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  The contract was issued by Sunpath for my 2015 *** X5. (See the attached contract)  Sunpath can not deny that they issues that warranty contract.  Sunpath only denied the coverage when a claim was made.  Refund of the down payment was accepted in on January 7, 2022,  Payments were accepted on February 7. 2022, March 7, 2022, and April 7, 2022 for coverage of my 2015 *** X5 35d via charges to my *********** credit card..   The monies was refunded to my *********** credit on May 4, 2022  after the claim was made without my knowledge, acceptance or approval.                                                                                                                                                                                  Sunpath has not disputed that they issued the warranty contract for my 2015 *** X5 35d with the *** #*****************, and accepted payment for the coverage of that vehicle.  The contract shows that Sunpath did indeed sell warranty coverage for my 2015 *** X5 35d and even they admit refunding the payments to advoid paying for a covered repair.  The actions of Sunpath represent that they have lied about my acceptance of a refund, lied about the contract that they issued, and is attempting to deceive the Better Business Bureau.                                                                                                                                                                                                                                                      Sunpath issued that contract and should honor their commitment as it is written in that contract.  Please review the contract and it will be evident that they did issue coverage for my 2015 *** X5 35d.                                                                                                                                                                                                                                                         

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

  SunPath regrets that the consumer has rejected its response. Rejection notwithstanding, the consumer has undeniably been provided and accepted a full refund of all sums paid. SunPath remains unable to provide any type of service contract coverage for the consumer's vehicle due to the fact that coverage plans are not offered for the consumer's vehicle. 
  

   

  Business Response

  Date: 11/16/2023

  SunPath regrets that the consumer has again rejected its response. Rejection notwithstanding, the consumer has undeniably been provided and accepted a full refund of all sums paid. SunPath remains unable to provide any type of service contract coverage for the consumer's vehicle due to the fact that coverage plans are not offered for the consumer's vehicle. There are no circumstances under which coverage can be provided.
  
  

  Customer Answer

  Date: 11/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I reject the response from SunPath for the following reasons.   It is clear that I hold a fully executed contract with SunPath identifying my 2015 *** X5 with the *** #5UXKS4C53FON9346 as the vehicle that they were insuring. Any court of law will find that this was a legitimate contract and fully enforceable.  A court of law will also find that there is no signed documents approving a refund of the premium that was paid and accepted by SunPath for the vehicle 2015 *** X5 with the *** #5UXKS4C53FON9346 up until the claim was filed for the repair  The courts will also find that I do not own, or have ever owned the **** F150 that SunPath has referenced in their correspondences. So there is no way that SunPath could have legitimately sold a contract to me for that vehicle. The courts may very well find that SunPath has committed fraud by trying to use a ************* tactics to keep from paying this claim.  It is my intent to settle this claim without having to make it a legal case, but it seems that SunPath wishes to continue to distort the trust.  But I do have the contract and the services card that they issued for the for mentioned 2015 *** X5.  If the vehicle could not be warranted by SunPath they should have not fraudulently sold me the warranty.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/15/2023

  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.

  I was sold a Auto warranty, I WAS TOLD and reassured the **mpany name is "OMEGA " **me to find out it was NOT ********* warranty **. i **ntacted OMEGA and was told I DO NOT have a policy with OMEGA(but this is the item i was told i purchased), after extensive research and endless calls. I had canceled this **verage after the first month when i did not receive any booklet or ID card explaining the policy **verage as i was told in the beginning i would get, this was the reason for cancel i was suspicious Needless to say they did not cancel the billing and billed my credit card under a different name than the first payment. This is fraudulent sold me a product i did not get straight out LIED and after i CANCLED IT they still billed me, this **mpany used an outsourced ** to sell product and a different ** to bill and different ** sent me a $99.00 refund check which **vers my 1st payment, but have not got any response to the $175.11 billed paid 7 times= $1225.77 Please help looking for refund this was not the product i was told sold and they are very sneaky using 3/4 different **mpany names. Got big time run around i was told 3 different **mpany policy names before find the actual real one. Lie after Lie, my credit card **mpany has bin trying to **ntact Sunpath to resolve this and get my refund ,with NO Success nor reply back from Sunpath im reaching out for your assistance with this can not believe they kept billing me after i canceled it. Shocked i got a $99.00 refund but nothing else obviously they realize this whole situation is wrong or i would have not got the first payment refunded $99 to me.

  Customer Answer

  Date: 09/26/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/12/2023

  This response will serve to confirm that the consumer received credits from her credit card company totaling $1225.77 on or about August 9, 2023 and August 10, ********************************************************************************************************************** her purchase of service agreement SAF218511. This sum, in addition to the $99 refund provided to the consumer from the service agreement seller (****************************, LLC) represents all sums paid by the consumer ($1324.77). No additional monies are owed to the consumer who has been made whole as a result of the refunds referenced herein.

• Initial Complaint

  Date:07/26/2023

  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 93 year old father bought a 60 month Service contract from Sunpath (marketed as "Advance Auto Protection") for $3,851 on 5/1/2021. The 60 month coverage was billed in advance over 24 months and my father paid a total $2,502.33 in monthly installments when he passed away 10/02/2022. My fathers estate is pursuing the prorated refund for this coverage. Sunpath was notified of my fathers passing in 2022 but did not mention that they required a certified letter for a prorated refund. I have since provided the certified letter which is attached. Have called both Advance Auto Protection and Sunpath numerous times on this. Still seeking prorated refund on this service contract

  Business Response

  Date: 08/02/2023

  SunPath would first like to extend its condolences to the ******** family on its loss. Our office regrets what appears to be a delay in processing the refund to ************************ estate. This response will confirm that a refund is being processed as requested and delivery of same will be made in **** business days.

   

  Customer Answer

  Date: 08/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** (provided the prorated refund amount is reasonable and the check is sent to the estate 7- 10 day time period). I understand that by choosing to accept the business response that my complaint will be closed as resolved. If the check is not received or does not clear banking this BBB complaint will be resubmitted.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/03/2023

  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 was assured by ******** (rep. from ***************) that if I purchased their warranty my vehicle would be covered "like a new car." Fast forward several months later, I'm told by my Lexus Dealer that the warranty didn't cover a typical repair that's normally covered. When I reached out to ********, he was no longer the "nice" representative, and told me that I should've asked in advance if the repair would be covered. I shared with him that I had no way of knowing in advance that I would require such repairs. I requested my payments be refunded. He told me that he would put in a request for my payments to be refunded. When I contacted a representative from ***************, he gave me the run around, by stating that a letter would need to be mailed to request a refund of my premiums. In the same conversation, he told me that I may not receive all of my premiums. When I questioned the conflicting statements he became increasingly rude and abrasive.

  Business Response

  Date: 06/23/2023

  After reviewing the customer information, it has been found that this consumer has an auto warranty contract with SunPath LTD located at **********************************************************************************. The consumers paperwork says this information specifically on his declaration page as follows "This Contract is between You, the Purchaser and SunPath, **** the Provider/Administrator/Obligor of the Contract. In *******, the Provider/Administrator/Obligor is SunPath LTD Corp. d/b/a SunPath LTD Corp. of
  ********, ** License #***** ***************************************************** ******************************************************************************** **************"

  Here is the consumers insurance company BBB link so the review can be forwarded to the company correctly:  *************************************************************************************************************************

  We are happy to have helped this consumer in obtaining the correct information so they can seek services with their insurance company and wish them the best in their desired outcome. We will follow up with a phone call to the BBB remove this incorrect complaint from our file today and have it be placed with his correct company. 

   

  Business Response

  Date: 07/21/2023

  SunPath is the provider administrator of the Consumer's vehicle service agreement (the "Agreement"). Upon purchase, the Consumer was provided 30 days to review the written terms and conditions of the Agreement, after which the Consumer could request a complete refund if he was not satisfied. There is nothing in the record or the Consumer's complaint to suggest there was an election to cancel the Agreement.

  The terms and conditions of the Agreement are clear and unambiguous with respect to seals and gasket coverage, specifically in that section entitled Plan Coverage: 

  SEALS & GASKETS: Seals & Gaskets are covered only if required in conjunction with a Covered Repair. Leaking seals or gaskets
  are not covered.

  Cn June 9, 2023, a claim was initiated for coverage to the covered vehicle's Timing Cover Seal, which was leaking oil. The Timing Cover Seal is not specifically identified as a covered component and its replacement was not required in conjunction with an otherwise covered repair. The consumer's claim was denied in accordance with the terms and conditions of the Agreement. The claim determination was made in good faith and in accordnace with the Agreement's terms and conditions.

   

   

• Initial Complaint

  Date:06/15/2023

  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.

  On 6/15/23 I received a call from an individual representing SunPath LTD asking if I wanted an extended warranty on my car. I've been on the Federal Do Not Call Registry for over a decade. When I mentioned this to her, she hung up immediately before I could request to be removed from a call list it's illicit for me to be on in the first place.This business is engaged in willful violation of FTC regulations.

  Customer Answer

  Date: 06/26/2023

  I have not heard from the business in response to my complaint.

  They openly defy the FTC's do not call list and harass via broad spam call techniques, routing initial calls through overseas call centers (to judge by the connection times and accents of those who always initiate the conversation), then when any interest is shown, the call is transferred to this business.

  I've also filed a formal complaint with the **** I hope they're fined into the stone age.

  Business Response

  Date: 07/06/2023

  SunPath serves as the administrator of certain service contracts and is committed to ensuring that its third party independent contractor vendors engage in legal and ethical sales practices and addressing complaints of consumers. At no time did SunPath either contact the consumer or authorize any party to contact the consumer on its behalf. To the extent that any party claimed to represent SunPath or claimed to be contacting the consumer on behalf of SunPath, this was done without SunPath's knowledge,approval, or permission.  It is furthermore difficult to verify any of the allegations contained in the consumer's complaint, and SunPath has been unable to do so based on what was provided. If the consumer is in possession of documentation from the party that contacted him and provides same to SunPath,SunPath will review the submission and take action if possible. SunPath is committed to assisting consumers in preventing the receipt of unwanted calls that concern the availability of our products and services. The consumer should contact SunPath directly if the problem persists.

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I find it very convenient for SunPath to make these statements and continue cold calling numbers on the FTCs Do Not Call Registry with impunity. 

  My complaint is obviously unaddressed by their non answer and I will continue cooperating with the ************************ to see that theyre fully investigated and held accountable.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/21/2023

  SunPath regrets that the consumer has rejected the company's response. SunPath stands by its response as submitted.

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ****************************** has provided no satisfactory answer for their deceptive business practices. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/30/2023

  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 vehicle repair warranty from AAS on August 4, 2022. I have been paying month to month and have not missed any payments. Last fall my car stalled at a light and would not start back. I had it towed to my repair mechanic who later diagnosed the engine as being seized up. After contacting AAS my mechanic informed me that *** said that I would have to authorize a teardown of the engine to interpret the point of the engine failure. After authorizing the teardown (which costs over $5,000 for the teardown since the motor has to be removed from the car to do so) the engine failure was diagnosed as a main bearing failure. The point of failure was identified as requested. Once the inspector returned to look at the motor torn down, he indicated that his opinion was that the turbos had failed which caused the engine to become loaded with metal particles causing the bearings to seize on the crankshaft. The inspector denied coverage of the engine replacement because it was his opinion that the turbos on the car had failed prior to my purchase of the car and that a "pre-existing" condition existed when I purchased the extended warranty contract and that they would not be covering the repairs due to a "pre-existing condition". The car was ************* when I purchased it, and it was ************* up to the point where the engine stalled. I do not agree that a pre-existing condition was present when my car was purchased nor when I purchased the extended warranty. Had there been a pre-existing condition involving the turbos, check engine lights would have been lit on the dash for low boost pressure and the car would not have run correctly without the proper boost levels. It would be over rich on fuel and lean on air if the turbos were failing or had failed. There were no CEL lights or any indications on the cars dash which indicated that there was a problem. The warranty specifically states that all internally lubricated parts are covered, the turbos are covered, I do not see how that the repairs can be denied based on a "pre-existing" condition which I had no knowledge of at any time during my ownership. After calling the claims department to get a written report of the repair findings, I was told to call AAS to speak with them about the case. After calling and waiting on hold repeatedly, the call would be put on hold and the someone would pickup the line, with no response, and hang up the call.

  Customer Answer

  Date: 06/12/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/26/2023

  SunPath is the provider administrator of service agreement ECF213867 (the Agreement) purchased on August 4, 2022 by the Consumer when the covered vehicle has accumulated ******* miles driven. Upon information and belief, the Consumer is the 5th owner of the vehicle, which was purchased by him in February of 2022 when the vehicle had accumulated ******* miles driven.

  In January of 2023 a claim for engine coverage was presented. At the time of claim presentation the covered vehicle had accumulated ******* miles driven. The repair facility reported the covered vehicles engine had locked up and was not operational. In response, our office dispatched an independent inspector to examine the engine and determine the cause of failure. The vehicle was inspected on January 31, 2023 and the attached report confirms the failure of both turbochargers and the presence of fine metallic debris in the oil filter and filter housing. The vehicle had not been torn down to the point where cause of failure could be determined, which is required for determining coverage under the Agreement. Both the Consumer and repair facility were advised additional tear down of the vehicle was required.

  There was thereafter no communication of any kind from the repair facility to our office in February,March or April of 2023, and the Consumers claim was closed for No Action.

  In May of 2023 the repair facility contacted our office and advised tear down was complete. A second inspection was ordered by our office. The second inspection revealed extensive long term damage from overheating and continued operation, all of which is clearly visible in the report's photographs. Both turbochargers had extensive play and the turbo rotors are visibly damaged from their contact with the turbo housing.

  The failures described in the inspection report cannot reasonably be described as "sudden failures" and support the conclusion that the vehicle had been operating in a compromised condition that would have been apparent to an operator for an extended period. The photographs support the conclusion that the vehicle had not been properly serviced and the attached Carfax report does not confirm any maintenance after July of 2020 when the vehicle had accumulated ****** miles driven. The Agreement expressly excludes from coverage failures where damage is caused by continued operation of an impaired vehicle (see Exclusions #6), pre-existing conditions (see Exclusions #1). For the foregoing reasons, the Consumers claim for coverage was properly denied.

  SunPath has at all times acted in good faith and in accordance with the Agreements terms and conditions.

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/19/2023

  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.

  This company robocalled me on 4-19-2023, on cell phone. I was transferred 2 times, before I could get a company name. I am on the National Do Not Call List and has been since 2019. Sunpath is selling car repair warranty, I don'[t own a car. The number used to call me was ************.

  Customer Answer

  Date: 04/30/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/06/2023

  SunPath serves as the administrator of certain service contracts and is committed to ensuring that its third party independent contractor vendors engage in legal and ethical sales practices and addressing complaints of consumers. At no time did SunPath either contact the consumer or authorize any party to contact the consumer on its behalf. To the extent that any party claimed to represent SunPath or claimed to be contacting the consumer on behalf of SunPath, this was done without SunPath's knowledge,approval, or permission.  It is furthermore difficult to verify any of the allegations contained in the consumer's complaint, and SunPath has been unable to do so based on what was provided. If the consumer is in possession of documentation from the party that contacted him and provides same to SunPath,SunPath will review the submission and take action if possible. SunPath is committed to assisting consumers in preventing the receipt of unwanted calls that concern the availability of our products and services. The consumer should contact SunPath directly if the problem persists.

• Initial Complaint

  Date:03/01/2023

  Type:Order 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.

  scam / solicitation - clearly states on their website: "We will Not at any time engage in the direct solicitation of service contract sales." I've gotten dozens of calls soliciting and they continue to call from a different phone number each time. They should be shut down and jailed for scamming people.

  Business Response

  Date: 04/06/2023

  SunPath serves as the administrator of certain service contracts and is committed to legal and ethical sales practices and addressing complaints of consumers. SunPath did not contact the complainant, or authorize any party to contact the complainant on its behalf. To the extent that any party claimed to represent SunPath or contact the complainant on its behalf, this was done without SunPath's knowledge, approval, or permission.  It is furthermore difficult to verify veracity of the allegations or the true identity of the complainant as he/she/they have left phone number and email address that are obviously fictitious. If a complainant is in possession of documentation from the party that contacted them, SunPath would be happy to review this information as it could potentially be of assistance in identifying the party or parties responsible for calling the complainant. SunPath is committed to assisting any complainant in preventing the receipt of unwanted calls that concern the availability of SunPath products and services.