Complaints
Customer Complaints Summary
- 59 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/05/2025
Type: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 7/14/23 I got a call from vehicle protection group offering a warranty coverage plan for $189.17 a month for 18months Over the phone I was told it will repair major mechanical and electrical issues at no cost. As long as the coverage is paid in full. IF NOT ITS A $50 deductible. On 1/28/25 my vehicle is in the need of a repair thats covered from the warranty company **************** told me I will need to pay the full cost of my repair and I will get reimbursed 40% of the repair fees So over the 18th span that was $3,600 that came out of my pockets. The repairs on my vehicle is about $700 and Im only going to get back $280 for reimbursement IF I was to pay for it . WHEN THE WARRANTY IS PAID IN FULL - THIS BUSINESSES NOT BENEFICIAL AS IT CLAIMS TO BE ITS A COMPLETE SCAM MEPCO -3rd party payment process company (Only handles payment) Vehicle protection group SOLD ME THE POLICY. ROYAL HANDLES CLAIMS
Business Response
Date: 03/17/2025
Please see attached.Customer Answer
Date: 03/19/2025
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:01/24/2025
Type: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 Vehicle Broke down after only 22 Miles. I started the claim process, the dealership stated that the Vehicle needed a new engine. Royal Sent an inspector out, I was called a few hours later by Royal and they let me know my Claim was denied due to the Engine Overheating. Well they cover the components of the Engine and the Part that caused the Overheating was the Head Gasket. As soon as an issue with that specific part is present the Vehicle Instantly Overheats. As soon as the Temp started to Raise I pulled over and shut the Vehicle off. My car did not overheat for even 1 full Minute before it was turned off. How can they state they are denying my claim due to damages I caused due to overheating? If they cover the Head Gaskets they Cannot deny a claim due to overheating. This matter will also be getting brought up with proper channels involving the ****** **** Warranty act for Wrongful Denial of Claim if Royal does not want to honor their contract. I have asked for a copy of their Reason for Denial in writing after their Vocal Statement and I have still not received it nor did they state they would send it. I just want them to honor their Contract with me following the ****** **** Warranty Act Guidelines. Not to mention they Cover the Engine cooler as well, a lot of their Covered items would cause a vehicle to overheat if they needed replacement, so how is it that those items are covered if they Fail? Here is also a statement showing the vehicle had no Codes before the incident happened.Customer Answer
Date: 02/04/2025
I have not heard from the business in response to my complaint.Business Response
Date: 02/04/2025
Please see attached.Customer Answer
Date: 02/04/2025
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.
As I have stated previously, for Royal Administration to state that they cover certain internal components including the head gasket and radiator, but then claim the exclusion of "Overheating" is absolutely made in bad faith and what the *** states in a blatant "Loophole to Deny Valid Claims" if you see from the first attachment the vehcile had Zero codes until After the Failure Occured. Coolant will also be low in a vehicle after it overheats because moisture evaporates under heat. My claim was valid, I am asking for Royal to do what was promised to me when I purchased their product, before *************************** files Their Formal Complaint on my Behalf. I am giving Royal the opportunity to do what they promised before getting other parties involved that have the authority to force an action.
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,Caleigh
Business Response
Date: 02/10/2025
Please see attached.Initial Complaint
Date:12/31/2024
Type: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.
***************** is finding ways not to pay.Business Response
Date: 01/13/2025
Please see attached.Initial Complaint
Date:11/15/2024
Type: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 extended warranty on my 2015 ***** Encore and they will not honor my contract. They come up with different reasons not to payBusiness Response
Date: 11/25/2024
Please see attached.Customer Answer
Date: 11/26/2024
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.
[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,Litsa
Initial Complaint
Date:10/13/2024
Type: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 a 2016 2.0L turbo ************* Fusion with less than ****** miles that's been in the shop/dealership for over 2 months. It pretty much needs a new engine, due to coolant leak ($5000+). This has been a known manufacturing issue. I'm currently without a car because the extended warranty company and **** were going back and forth and the extended warranty company (Royal Administration) has denied my claim. My extended warranty is for 84mo/100,000miles (it's within both), but because the warranty company states this is a known issue (TSB) with a class action lawsuit, and any known issue is not covered under my contract. **** States this is out of their "known" range, even though other vehicles with the same year, make, and model were recalled for the engine repair/replacement. There is not one specific TSB for my actual year, make, model, engine size. All TSBs found were either in the correct year, but different engine size, or correct engine but 2017 or newer. The extended warranty company is breaching they're contract and have yet to ACTUALLY provide an explanation/proof of claim denial. They keep mentioning the **** and lawsuit, but the lawsuit is still IN LITIGATION and service bulletins do not pertain to my vehicle. I feel I'm being scammed and that they'll try and drag this out until my contract is expired.Business Response
Date: 10/23/2024
Please see attached.Initial Complaint
Date:08/14/2024
Type: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.
July 22, 2024 took my vehicle into the dealership for a check engine light. Dealer diagnosed my car told me I need a total engine replacement July 25, 2024 called major manufactory which is royal administration spoke to man named ***** recommended I take my car in to European shop Made an appointment with her European shop. August 7 2024 took the car into European shop diagnosed my car told me I need a total engine replacement European shop placed in a claim with administration August 7. 2024 Got a call from ******* from Royal administration. Asking car service records, bill of sale of the vehicle. August 7, 2024 Royal ministration sent out an inspector to the European shop to inspect my vehicle. Inspector inspected my vehicle came up with the same issues as the dealer and the European shop. August 9, 2024 got a call claim adjuster, ***** Of Royal administration. Claim adjuster told me I have to have the European shop do a complete engine teardown at my cost. I asked claim adjuster after I pay for a teardown. Whats going to happen?Claim adjuster told me they will resend an inspector to reinspect the car again. I asked if the inspector comes out and does not find any fault of mine which we have proof. Are they going to guarantee to fix my car? I got no for an answer. Ive been going back-and-forth with Royal administration. They cant answer any of my questions or guarantee to fix my car went on ****** reviews and seen everybody that put in a claim got denied. Basically Royal administration took my money. Cant answer any of my questions and I cant get the service I paid for. I dont understand how company is still in business for scamming everyone that puts in a claim and buys their warranty.Business Response
Date: 08/23/2024
Please see below.Initial Complaint
Date:06/26/2024
Type: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 am the *** for my aunt, *************************. She had a charge on her account today to MEPCO for $185.83. I called ************** and it said the contract was with *********************** I was transferred and spoke with *** who said their number is ************ and address *************************************************. He said there is no customer service email to submit a *** and refused to tell me the owner's name. I called back with ******* on the call to cancel and spoke with *******. She said that ******* could not cancel since she had a *** even after ******* gave her verbal permission to speak with me and said she wanted to cancel. ******* said the *** must be mailed with a cancelation letter. ******* continued to speak over both of us, was argumentative and condescending.This whole exchange was unprofessional, unethical, and unacceptable. I want the contract canceled, a full refund, and ******* placed on their DNC list.Business Response
Date: 06/25/2024
see attachedCustomer Answer
Date: 06/25/2024
Complaint: 21892142
I am rejecting this response because:
I will not be satisfied until there is a refund. MEPCO needs to be accountable for who they take payments for and from going forward.
Sincerely,
*************************Business Response
Date: 07/05/2024
Please see attached.Customer Answer
Date: 07/05/2024
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.
[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.]
I reject this response because as the business handling payments you should be vigilant in making sure professionalism and ethics are upheld. A business cannot refuse a cancellation and refund request made by the customer, which is exactly what happened. If this is who you choose to take payments for then you are a scam as well. You should be ashamed.
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: 07/20/2024
Please see attached.Customer Answer
Date: 07/22/2024
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.
[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
I reject this response because I did call Mepco and was told they couldnt do anything. If this is the case, why does your response say you canceled the contract? It cant be both ways so you lied to me at least once. You also gave me a business name that didnt match what I was told when I called them. Who was being dishonest then, you or them? Obviously both of these alleged businesses are shady, unethical and unprofessional.
Do NOT have any future contact with my aunt for ANY reason.
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:06/21/2024
Type: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.
Hello, I recognized in March 2023 that the warranty actually doesn't cover anything. I made the easy decision to begin the refund process, as I can use the $4,295 to make the repair to my vehicle. Here I am more than a year later, STILL waiting.. I've made countless calls, and have been told the same thing each time. Refunds take 8 to 12 weeks to process, I would receive a call on a Thursday and the check would be in the mail on Friday. Even with their potential '12 week processing period' I am 52 Thursdays past due for my phone call. You are committing fraud. My contract is cancelled, I was told if I call for roadside assistance, they won't come. Therefore, I can't use a service that I have paid for. Nor have I received my refund that is due to ME per THEIR contractBusiness Response
Date: 07/01/2024
Please see attached.Customer Answer
Date: 07/10/2024
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.
[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,Brittany
Initial Complaint
Date:06/10/2024
Type: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.
CONTRACT # CMC100687 Purchased extended warranty for my vehicle for ******* Was denied 2 times for no reason. Last claim was for AC Compressor wich should be covered by warranty. Adjuster said we not paying, because AC Compressor is dirty from previous oil leak. Mechanics statement is Compressor can't be damaged because of that.My contract is CMC100687Business Response
Date: 06/20/2024
Please see attached.Customer Answer
Date: 06/22/2024
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.
[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,*******
Hello! I was spoken with many different mechanics and all of them say that is no way ac compressor can be damaged by oil leaks. This compressor has no clutch, and there's is no parts outside the compressor that can be damaged by oil leak.
Business Response
Date: 07/08/2024
Please see attached.Initial Complaint
Date:05/02/2024
Type: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 2010 GMC Denali on 10/19/23 . I purchased a warranty through this company upon purchase of vehicle. Five months into owning the vehicle I noticed a knocking noise from the engine. Brought it in to a mechanic that works with warranty companies and had it diagnosed. The warranty company then told me to have an engine tear down. We tore it down seen the probable cause of noise and they were not satisfied so the warranty company requested a second tear down. This tear down showed minimal scorring on cylinder wall 1 and play with the piston. I was denied my claim because they said it was due to basic wear and tear and that can not be the case. The vehicle has ****** miles on it with a full carfax record of maintenance performed on the vehicle with the previous owners. **************** claims I had this issue prior to purchasing vehicle. Dealer has video on phone of vehicle prior to me owning it, showing no noise coming from the engine at all. I have requested email proof of reason for denial and also pictures that were taken of my vehicle from their 3rd party inspector they sent out to my mechanic. I have tried countless of times to resolve this issue, they have been rude and hung up in my face. I have every name to every person I have spoke to in this company. The lack of professionalism from this company is astonishing. There is no way my engine with proper maintenance and low mileage has issues with the cylinder and pistons due to wear and tear. I have the same exact vehicle already with ******* miles and it has never had that issue. This is not due to wear and tear and under the warranties contract they state all components that require lubrication in the engine are covered under warranty.Business Response
Date: 05/11/2024
Please see attached.
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