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:10/25/2022

  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.

  Please see letter attached Seeking reimbursement for costs Photo Description: Image 5723-5727 show damage to BOTH sides of the inner fender (scraped) this is due to the failed struts on BOTH Sides. Image **** is the communication from Royal to *******!, Image **** and **** were taken in October 2022 after the car was moved to the front (note both sides are DOWN Shop stated pass. would not hold pressure and driver would deflate and was not holding pressure, these should hold pressure indefinitely if they are within manufacturer spec.), Image **** was taken in September note the car is on the ground. Image **** was on 10/21 after the repair, note the car holds height and pressure. I have also taken more photos since it has been returned and repaired all 24 hours apart showing it holding pressure as it was designed to do.

  

  Business Response

  Date: 11/04/2022

  Please see response.

• Initial Complaint

  Date:10/18/2022

  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.

  ******* wrote a warranty through this place. I waited my required amount of time (30 days and ***** miles), and 4 months after purchase, I had a leaking water pump on my car. Inspector verified concern and ******** said "looks like it was leaking way before the warranty purchase." The adjuster was extremely rude, talking over me, being belligerent, etc. I asked for proof and he just kept saying "it was denied, you'll get a letter of denial. is this done?" Failed to provide proof of his statement. We bought the car in June and it passed inspection clean bill of health from the dealer, and we never had an issue with it or had to add antifreeze but it was "leaking for quite some time." couldn't give me proof, just kept saying denied. I feel as though I was scammed out of my money and time with this warranty. I followed all necessary rules and contractual agreements. They did not hold up to their end of the bargain, they would not provide reasonable proof this was a failed issue for quite some time, they would not explain further. This is a scam.

  

  Business Response

  Date: 10/28/2022

  Please see attached

  Customer Answer

  Date: 11/03/2022

  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. 

  Please see attached response from the customer. There is no way ********************** can justify existing repair if the vehicle has driven ***** miles since purchase of the contract. Royal Administration Services needs to be able to provide a time at which this complaint against the car started happening. Customer followed all rules with the contract, including waiting the mandatory 30 days and ***** miles before warranty came into effect. During that time frame, if the vehicle had an existing failed water pump, the vehicle would have broken down or shown obvious signs of stress within that ***** miles. Royal Administration services did not complete a vehicle inspection at time of contract purchase, meaning they cannot confirm if this problem was on the vehicle for an extended period of time. In  addition, if this was a problem that was existing, don't you think it would've been taken into the shop way before 4 months and ***** miles have passed?
  
  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: 11/08/2022

  Please see attached.

  Customer Answer

  Date: 11/09/2022

  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. 

  This is a he-said, she-said response. Royal cannot simply provide physical proof of the exact timeframe of the start of this leak. Royal fails to acknowledge that the water pump is not original to the car, meaning it was replaced sometime before, which could account for the buildup of coolant underneath. Royal fails to acknowledge that this part is a covered component of the warranty that was purchased in good-faith from the owner of the vehicle. Royal fails to acknowledge they agreed to cover this vehicle and this part without completing a proper inspection, rather just wait 30 days/1,000 miles, which was well completed by the owner. Royal cannot deny a claim based off of undisclosed facts without proper documentation and proof. The vehicle would not have been delivered from a reputable car dealership with a massive leak, such as pictured. Royal also fails to provide physical proof that the leak in the pictures were in fact on this exact car, rather, I believe they are showing pictures of a different vehicle. Royal wrote this warranty in good faith with myself and Carchex, as I did as well. Without proper documentation or proof of exactly when this leak started, Royal cannot deny a covered component if the owner of the contract performed satisfactory contractual obligations, such as 30 day/1,000 mile wait. Rather, I think Royal is scamming people and trying to find a way out of covering a covered component and thus providing illegal tactics against the ************************* Again, this vehicle would not have been delivered to us at time of purchase from a large ****** dealership with an active leak. Royal is responsible to cover this failed part, per contract, as they are unable to provide documentation on what date and mileage this leak started, rather basing off of assumptions that are clearly not accurate. I am more than happy to get the vehicle fixed and provide all documentation to Royal in a court action, as they are in charge of repairing said vehicle.
  
  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:10/14/2022

  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 bought an extended car warranty from Carchex written by Royal Administration Services last year for my 2016 *** X5. AT the time of purchase i was told that i could take my car to the dealership when it had any issues and then the warranty company would cover the expense if the breakdown was covered under warranty. I took the car to the *** dealership and they provided a synopsis of the issues i was having. The claim filed for about $4000/- including time and materials that the *** workshop would charge. The warranty company accepted the claim and approved the repairs for only about $1600/-. The warranty company admits that all of the issues identified are covered within the warranty agreement but they are not ready to pay for the repairs.

  

  Business Response

  Date: 10/22/2022

  Please see attached.

  Customer Answer

  Date: 10/22/2022

  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. 

  My complaint is not whether Royal is approving the claim or not. They have already approved the claim. However the amount of money and hours they have approved for parts and labor is not what the Repair Facility is charging me. The repair facility indicated that the total cost of repairs is around$9000/-. With labor of around 26 hours @ $189/hour and parts around $3500/. The Evaporator core has been approved by Royal worth $161/ while the cost of the part is $912 as quoted by the repair facility. 

  When I asked Royal to show me where to get the part for $161 i was told that is not something they can do. How is it that they are telling me to go buy a part for $161 but they cannot tell me where to buy the part at that cost. If it is an online retailer that sells the part for $161/ then they should pay me for a rental car to cover the amount of time it would take the part to arrive. 

  This is the real issue here - the parts from the repair facility cost $3500/ while Royal is approving $932/. But they are also not telling me where i can purchase the parts for $932. If they can tell me where i can get parts for that price, i will order for that price. Every shop i have gone to has quoted parts at upward of $3000/

   

  [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,

  Asim

   

   

  

  Business Response

  Date: 10/28/2022

  Please see response.

  Customer Answer

  Date: 10/31/2022

  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. 

  There are a few things still unanswered from the initial complaint. Autozone has the evap coil for *** for $161.99 but that coil doesnt support dual climate control thats in the vehicle under warranty. The mailing time of that part from Autozone is 4 days - While you admit now in your last note that you will reimburse 2 days of rental for delayed parts, your representatives on the phone do not mention this even after asking them several times about delayed parts or mailing of parts. 

  
  

  I appreciate that there will be a difference on labor charges based on where the car is taken but if you or the representatives indicated to me where you are sourcing parts from (which you just did in your note - Autozone), maybe we wouldnt be at this position. I will be fine paying for the labor difference between what you quote and between what the shop i choose has. 

  
  

  At this point, i have paid *** $2,100 on top of what the warranty company has paid and they completed the repairs. I would like to be refunded the $2100 from CarChex or Royal Administration Services.
  
  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,

  Asim

   

   

• Initial Complaint

  Date:09/26/2022

  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.

  I purchased an extended vehicle warranty on my 2014 *** 535D thru *******. Royal Administrative Services is the company that administers the claims of the warranty. in short, my vehicle needed to go into *** for a repair that was covered under the terms of the warranty. prior to being repaired, all charges have to be reported to ******* and then to Royal Administration Services (https://www.bbb.org/us/ma/hanover/profile/auto-warranty-processing/royal-administration-services-inc-0021-89028) to gain a prior approval for the repairs. Royal Administration bench-marked the labor cost and estimate time for the repairs using 3rd party data that makes it almost impossible for me to find a local shop here in * CA that can perform the work. *** stated that the work would take 10 or 11 hours to complete. Royal wouldn't pay for more than 8.2 hours. BWM Concord charges a standard rate of $255 per hour. they can discount slightly when a request is reasonable. Royal would not pay more than $162 per hour for the labor charge. Royal demanded that *** repair certain parts of my car that were covered under a national recall even though the recall has nothing to do with the part that is needed to be repaired under the warranty. basically, Royal job is to administer the warranty, but in effect what they do is administer the warranty in a way so that the underwriting insurance company never has to pay out on a claim. The average hourly cost for a auto repairs here in the * CA area is around $185 to $210 per hour. high end car dealerships like ***, Mercedes, etc charge $235 - $265 / hour because of the additional warranty they provide on their work. it is impossible to find a reputable service center to work on my *** for $162 / hour. for this reason, my car say for days, costing me days of additional rental car coverage and out of pocket expenses, while I searched other options.

  

  Business Response

  Date: 10/07/2022

  Please see attached.

• Initial Complaint

  Date:09/14/2022

  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 the warranty from the dealer on 3/2021 for 3 years to cover the electrical and powertrain for my 2015 Ram. This is my first claim since purchase. About 6 weeks ago I started hearing the exhaust and smelling fumes inside the cab. I took the truck to the dealer and they discovered broken manifold bolts on both sides of the engine. When the dealer submitted a claim and they were told it was not covered because it was a "broken bolt". The repair cost me for parts and labor $*******. From what I found out this is a known issue with this model truck. The engine including the exhaust system, I would consider part of the drivetrain. The warranty company should honor their agreement and cover the repair. Repair completed on 8/10/2022 Total cost ******* Drive Train and Electrical coverage Businesses refuse to discuss the claim except "it was a broken bolt and that's not covered"Warranty Sold By: ********************************** *************************** ************** Administered by: Royal Administration Services, Inc.51 ************************************************ Tele: ************** From 2-26-2021 to 4 yr ****** miles ******* Add-****************** # FS587902 ***** ********* ******** **** Warranty Act

  

  Business Response

  Date: 09/24/2022

  Please see attached.

  Customer Answer

  Date: 09/28/2022

  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:09/02/2022

  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.

  Auto warranty company not honoring terms of contract to cover car repair. Car is at auto shop wheee mechanic indicates transmission repair is required, auto warranty company simply disagrees and refuses to cover.

  

  Business Response

  Date: 09/12/2022

  Please see attached

• Initial Complaint

  Date:08/22/2022

  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.

  Purchased an extended car warranty from Carchex for my 2013 suburban. My transmission needs to be replaced according to AAMCO, a reputable transmission shop, The transmission was replaced previously with ******* on the odometer, the supporting paperwork is attached. The reason that ******* is saying they won't cover it is because they say I don't have a service record for the original transmission that was recommended by the *** at ****** miles. This record has nothing to do with the transmission that was replaced by AAMCO at *******. As far as I'm concerned, ******* is not holding up to there end of the contract and trying to use terms that don't apply to this situation.

  

  Business Response

  Date: 09/02/2022

  Please see attached.

  Customer Answer

  Date: 09/02/2022

  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. 

  The extended warranty indicates that I have a $100 deductible, which I was intending to cover, but AAMCO has indicated that the balance is $723.46 since the warranty company had only approved $4,091.36. Please advise.
  
  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: 09/09/2022

  Please see attached.

• Initial Complaint

  Date:08/17/2022

  Type:Order 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 took the car to my local dealership because I had a boost pressure code relating to the turbocharger on 6/15/2022. After 2 full months of communication chaos, inspections, and claim denials, this warranty company has decided to pay up for the repair. During the 2 months, the warranty company ordered one of their inspectors to tear down the turbo to inspect it further. I naively approved the teardown upon talking to the service manager, and now I'm told that they wouldn't reimburse me for the tear down because my claim was denied. 2 months later, as of 8/16/2022, the total amount approved for the repair is only $1114.92 for a turbocharger replacement, with $655.61 for the labor and $559.31 for parts and misc. cost. This is a completely unfair estimate. For the labor, I researched online and got the information that this job could take 7-9 hours. To get a second opinion, I called a dozen shops around me and found out no shop was able to do the job for less than 8 hours. Reimbursing me only 5.9 hours is completely inadequate to cover my repair cost.For the parts, $559.31 is also extremely far off from the actual cost of a turbo. 11-65-7-583-149 is the ** part number for the turbo. I looked all over the internet and was struggling to find a part that was less than $1000. The dealership quoted me $2886.32, and other shops quoted me around $1600 over the phone.I called the company to disclose the information they obtained to come up with the estimate, and they refused to do so and claimed: "it is not part of the contract." I'm still waiting for a call back from one of their adjusters to explain the payout, but with my past experience with this company, I believe it is going to take a while.

  

  Business Response

  Date: 08/18/2022

  Please see attached.

  Customer Answer

  Date: 08/18/2022

  [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,
  
  Xitai ****

• Initial Complaint

  Date:08/03/2022

  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.

  As described in contract, the part required was a covered part according to details. After explaining in complete detail the part is not the same on other vehicles the warranty company sent us back to the sell. Carchex. They refused to respond, refused to call back, refused to settle the issue, refused to do anything in any manner. Part in question on a 2016 **** escape se 2.0l turbo is a drive train part and requires oil for operation. All drive train parts that use oil are covered. Company refused to accept it. Due to the failure of the company to abide to they're own contract or make changes that are very evident we require a full refund on all payments made as well as the $200 in parts that were required to fix the vehicle as well as $148 for the diagnostic fee. Total refund should be in the amount of $598. Nothing less will be accepted and case will be brought to court if not paid.

  

  Business Response

  Date: 08/13/2022

   Please see attached

  Customer Answer

  Date: 08/13/2022

  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:07/18/2022

  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'm paying for my extended warranty when my starter went out they refused my claim saying this was a pre existing issue i have evidence that it was not

  

  Business Response

  Date: 07/28/2022

  Please see attached.