Complaints

This profile includes complaints for Interstate National Dealer Services dba Revolos's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Interstate National Dealer Services dba Revolos

  14755 North Outer 40 Rd Ste 400 Chesterfield, MO 63017-6050

  
• 

  Revolos

  5090 Pga Blvd suite 308 Palm Beach Gardens, FL 33418-3957

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:07/19/2023

  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.

  6-9-23 $302.10 Diamond Coverage I paid for a mobile repair service on my camper and filed a claim with Revolos due to my issue being afterhours. This is a legitimate claim and they denied it. I have the ************ and this is unacceptable that they denied the claim

  

  Business Response

  Date: 07/27/2023

  Interstate National Dealer Services dba Revolos ("INDS") has received your July 19, 2023, email and letter and forwarded them to me for review and response. INDS administers the NorthStar RV ******************************** ********* contract") that ****************************************** purchased from Unlimited RV on November 17, 2022. We hope you find the following information helpful. 
  
  Our records show that ******************** filed a claim for No Prior Authorization, which was submitted to the claims department on June 16, 2023, and reviewed for reimbursement consideration.  
  When the claims team reviewed the documents received, they noted missing information on the invoice received. The invoice was handwritten with a company name, phone number, and contact name. The invoice must have a complete address to verify if this is a licensed business.  
  
  Undersection 6. WHAT YOU SHOULD DO IN THE EVENT OF FAILURE, subsection 2. States, "If Your Unit breaks down, return to the Issuing Dealer during normal service department hours. If this is not possible, take Your Unit to the licensed repair facility of Your choice (You may contact the Administrator for assistance in locating a repair facility)." Under Section 3. BENEFITS, subsection REIMBURSEMENT, states, "Reimbursement will only be considered when properly licensed and insured providers provide a covered service; private citizen services are not reimbursable." 
  
  When the claims team searched for the company using the phone number, there were two listings for the same number. They could not reach anyone at the phone number provided to verify a business license for the repair shop.  
  
  Yesterday, July 26, 2023, the claims team made a final attempt and reached Mobile RV Repair and secured the needed business license to validate the invoice. 
    
  The invoice indicates that the service call was for the outdoor hose portion on the back of the camper was broken and leaking. The broken hose connector was not repaired or replaced, only plugged to prevent leakage. As this is not a repair as defined in the service contract, this portion of the claim would not be covered. Section 5. TERMS & CONDITIONS, subsection 2 states, "FAILURE OF COVERED PARTS: We will pay on behalf of or reimburse You for the reasonable costs to repair or replace any of the parts included in Your Coverage which cause a Failure." 
    
  Since the claims team validated Mobile RV Repair's business license, we will reimburse ******************** for the service call and thermostat repair with tax. A check can be sent to ******************** for $136.83. We ask if ******************** could confirm his mailing address. He may send that information to **************************** or by calling the claims team. Once we get this information, a check will be issued. 
  
  As stated above, the temporary solution for the broken hose portion would not be covered as no repair was performed, and we cannot reimburse that fee.  
   
  By pointing out the foregoing, INDS and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20344031
  
  I am rejecting this response because:

  This was a part failure and just because the after hours repair tech didn't phrase the invoice correctly, the warranty company is refusing to reimburse me $302 I spent on a bad / defective part of the water line / connection that did fail. The mobile technician did not have the part to replace it with, so in order to get our water working and usable for the weekend, he had to plug it! There was no way to "call and get pre approval" as it was 9pm on a Friday night. This company has a long history of denying claims for people who paid for their service / protection (as you can see from the many BBB reviews).  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2023

  Interstate National Dealer Services dba Revolos ("INDS") has received your July 27, 2023, follow-up email and letter and forwarded them to me for review and response.
  
  There has been no information provided that would alter our decision. The $136.83 paid was for the actual repair of the heater issue. The broken connector fitting has not been repaired and cannot be reimbursed since no repairs to this component were performed.
  
  By pointing out the foregoing, INDS and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:06/13/2023

  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 get 3-5 phone calls a day from this company even though I'm on the *** Do Not Call List. They have a disregard for the legal structure of this country as they harass myself, my family, my friends and coworkers daily.

  

  Business Response

  Date: 06/19/2023

  Interstate National Dealer Services d/b/a Revolos ("Revolos") received your June 13, 2023, email and forwarded it to me for review and response. We hope you find the information helpful.
  
  In Mr.  ************************* complaint, he alleges that he receives 3-5 calls a day, even though he is on the ************************'s Do Not Call list. Please be advised that Revolos is not the source of these calls. Revolos administers vehicle service contracts and does not market or sell these products directly to consumers.
  
  Over these past several years, Revolos has been aware of competing businesses or telemarketers not affiliated with Revolos who have been soliciting consumers and identifying themselves as "National Dealer Services," "Dealer Services," and other similar, generic names. Due to the companies' use of these names, when consumers attempt to identify the company, for example, by doing an internet search for "National Dealer Services," Revolos is mistakenly identified as the source of the calls. In some instances, Revolos has been advised that these telemarketers will go so far as to provide our website with information if the call's legitimacy is questioned.
  
  Revolos has been diligently trying to identify the specific entity or entities behind these calls. However, because these callers disguise their identity by utilizing spoofed or obscured phone numbers, locating, and identifying them has proven extremely difficult. Our efforts to identify these telemarketers are ongoing. In addition, through outside counsel, Revolos has notified multiple government entities of these calls, including the ************************ and the Attorneys General of all fifty states.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  I purchased an extended warranty for my auto when I refinanced. My mechanic provided me with a computerized estimate with detailed part numbers, etc. for the work required on my car. He needed to submit the required work for approval to Interstate National Dealer Services (INDS). I needed new struts. INDS rejected the claim; they stated that the required part number was called a Shock Absorber by the manufacturer, and the warranty does not cover Shock Absorbers. After much back and forth with my mechanic and a detailed explanation, I looked up the part number online. In fact, some listings refer to this part number as: Acura 51621-TX4-A12 Shock Absorber ************ Part Description: Shock Absorber Unit, Left Front ; Strut, some other online parts warehouses refer to the *** parts simply as "strut."Additionally, the shock absorber and the strut are part of the same assembly, meaning, it is a combo part. You cannot purchase one without the other. As a consumer, it is reasonable that if 'struts' are listed in the policy coverage in my contract, I would expect this part to be a covered expense. It is not within my control how manufacturers/*** and parts distributors define and describe the actual part. In fact, according to Acura Parts online they describe it as BOTH shock absorber and strut. (*****************************************************************************************)INDS contractual agreement should have provided more clarity as well as explicitly stated the circumstances in exactly how a combo part would be handled/covered. However, in their contract, it explicitly states that *****S are a covered expense. If the ***** is part of the shock absorber assembly, the this should be covered by the warranty. I paid over $3,000 to have this extended warranty coverage and I am unable to get INDS to cover it, rendering the policy useless. I'd like INDS to cover this work as part of their warranty agreement. I have not had the work completed.

  

  Business Response

  Date: 05/17/2023

  Interstate National Dealer Services dba Revolos ("INDS") has received your May 15, 2023, email and letter and forwarded them to me for review and response. INDS administers the Assure ******************************* ********* contract") that *********************** purchased on June 3, 2020, from Auto Approve, LLC. We hope you find the following information helpful.
  
  We have reviewed the file and found that the claim has been adjudicated appropriately based on the terms and conditions of the service contract. The repair facility called the claims department on May 5, 2023, to report that a left front strut had failed, and they provided the part number. Acura, the manufacturer, confirmed that the part number and description are a left front shock assembly and not a strut.
  
  Although a "coil-over shock" and strut look similar, they do not have the same functions, nor are they the same part. A strut replaces the need for an upper control arm; it attaches the vehicle body to the steering knuckle, and a vehicle's front-end wheel alignment can be adjusted from the strut; a shock has none of these capabilities.  
  
  Under the EXCLUSIONS section of the service contract, it states that "For all coverage levels, this *************** Contract Provides NO Coverage or Benefits for the following: Section A, THE FOLLOWING PARTS: CARBURETOR; BATTERY; BATTERY/BATTER PACK ON ELECTRIC OR HYBRID VEHICLES; SHOCK ABSORBERS." (Emphasis in original)
  
  By pointing out the foregoing, INDS and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:03/07/2023

  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.

  Bought harley ******** from ************ in ***** **. Got revlos service contract. ****** later tried to cancel. **************** finance dept.faxed revlos a cancel notice. Nothing. Months later.Faxed revlos a complete cancel form. Nothing. Months later,today called revlos to ask why they did not cancel. They knew my name my motorcycle and just hung up on me. I was told I could cancel at any time that it could take up to 3 months but I would get a refund for that time. ************************* faxed Revlos a completed cancelation form as did I myself as of phone calls. They will not cancel. I'm paying it monthly & can't stop it. I'm being hung up on without being even talked to. No rudeness in my voice whatsoever. Hung up on.Please help me resolve this issue as I am lost & confused at what to do.I have copies of my completed cancel fax with printed sending time. Thank you so *****************************

  

  Business Response

  Date: 03/15/2023

  Interstate National Dealer Services dba Revolos (Revolos) received March 8, 2023, email and letter and forwarded them to me for review and response. Revolos is the administrator of the Maintenance Agreement (agreement) that Mr. ***************************** purchased on October 3, 2021, from *************************. We hope you find the following information helpful.
  
  All calls are logged into the agreement holders file. We have reviewed the file and found that ****************** has only called Revolos twice. The first call was on June 30, 2022, to update his email, and the second was on March 7, 2023, inquiring about canceling his agreement. We informed our customer that his policy was active and provided him with the cancellation procedures. As of today, we have not received the cancellation request.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 03/15/2023

  I have a copy of the cancelation form sent to me & the receipt from the fax machine with the date. 12/30/22. Also months before I filled out the same form at ****************,signed it  & they said they would fax it. I was told to use this form by Revlos & have done it twice. I will attach a copy for you. My email has not changed in years. I do have a new mailing address PO Box 63 ********* Flordia ***** I am almost 70 years old living off my retirement & really just trying to enjoy the rest of my days. This stress is not helpful.Thank you BBB 4 your help. I am very grateful. 

  

  Business Response

  Date: 03/24/2023

  Interstate National Dealer Services dba Revolos (Revolos) received the March 16, 2023, follow-up email and letter and forwarded them to me for review and response. We have reviewed the additional information that ****************** provided. 
  
  We have contacted the selling dealer, who is reviewing the information received. They indicated that they would contact **************** regarding the cancellation request. 
  
  If ****************** does not hear from them within the next **** business days, he may contact me directly at ****************************.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 03/25/2023

  This is the second fax I have sent. This is the proper form & way I was told to cancel. As you can see the receipt says SUCESSFULLY SENT. DAated Dec. 31rst. All I am asking is that they cancel as of this date and refund from this date.

  My new address is PO Box 63

  ********* ******* 32183

  I sent to cancelations that day with receipts. I sent 1 from ************************* in October.  Who knows what happened to all these. Please cancel & refund from Dec. 31rst to my new address. 

  Thank you so much BBB.

  You are really helpful. 

  

  Business Response

  Date: 03/31/2023

  Interstate National Dealer Services dba Revolos (Revolos) received the March 27, 2023, follow-up email and letter and forwarded them to me for review and response. We have reviewed the additional information that ****************** provided.
  
  The cancellation request or the receipt was not attached in ****************** follow-up of March 27, 2023. The selling dealer has sent ****************** a cancellation form but has not heard back. As our previous responses state, we have no record of receiving a cancellation request.
  
  Again,****************** may send his cancellation request to me at ****************************.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:02/23/2023

  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.

  Purchased car in 2017 and bought additional warrinity from interstate through ************* the 2.4engine I learned recently is defective according to mechanics at the dealership. I had 5 oil consumption tests **** miles driven for each test car burned 2 to 2.5 quarts of oil after each test . ******* is replacing engines that are still under their warranty interstate will not replace engine unless I produce 6 years of maintenance receipts and agree to a tear down of engine. If they decide to agree to their terms I would be responsible for cost of tear down if they decide the engine was abused pretty much leaving me with no option to junk car as I could not pay the **** to replace engine.the mechanic at ******* advised me to just trade it in and get new car which i really dont want to do as I still have 2 payments left on 72 month loan and pretty much every dealership in wny is aware of 2.4 engine defects which would lower trade in value (there were several boxes of new engines lining wall of service area which mechanic pointed out to me as 2.4 engines as replacements for cars still under their warranty) all I really want is the warranty company or ******* dealership to stand by their service or product in *******s case to make things right and fix my engine

  

  Business Response

  Date: 02/28/2023

  Interstate National Dealer Services dba Revolos ("INDS") has received your February 23, 2023, email and letter and forwarded them to me for review and response. INDS  administers the ********************************* ********* contract") that Mr. ************************* purchased on April 13, 2017, from **************** dba *************. We hope you find the following information helpful.
  
  Coverage is not automatic just because a claim has been filed. Certain conditions must be met for a claim to be covered, and there are also coverage exclusions. We have reviewed the file and found the claim has not been denied but is waiting for ************** to authorize a teardown of the engine so that the cause of failure and the extent of damage can be found.
  
  In his complaint, ************** questions needing maintenance records and authorizing a teardown. The requirement to produce maintenance records can be found under the ***** AND CONDITIONS section of the service contract, and subsection 7., states, in bold type, that "VEHICLE MAINTENANCE REQUIREMENTS: You must maintain Your Vehicle according to the manufacturer's recommendations as outlined in the owner's manual. Your owner's manual has separate required maintenance schedules for "normal" and "more severe" operating conditions. You are required to follow the maintenance schedule that applies to Your Vehicle's conditions. You must be sure only the proper grade of lubricants and coolants, as recommended by the manufacturer, is used in Your Vehicle. It is necessary for You to retain verifiable receipts for all parts and materials necessary to perform the required maintenance. If necessary, this documentation will be verified by the Administrator."
  
  Failures due to lack of maintenance are excluded from coverage under the EXCLUSIONS section of the service contract. Also excluded from coverage are failures due to the continued operation of the vehicle in a failed state, lack of lubrication, or overheating regardless of the cause. We would need a teardown to assess the damage's cause and extent to determine if a coverable failure has occurred. It is the responsibility of the contract holder to authorize the teardown.
  
  Under the section of WHAT YOU SHOULD DO IN THE EVENT OF A FAILURE, subsection 4. states, "In some cases, You may be required to authorize the repair facility to inspect or tear down Your Vehicle to determine the cause and cost of the repair. You will be responsible for these charges if the Failure is not covered by this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being performed. We reserve the right to move Your covered Vehicle to another repair facility."
  
  By pointing out the foregoing, INDS and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  
  

• Initial Complaint

  Date:12/13/2022

  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.

  On Monday December 5, 2022 I took my car to the ********************** to address car issues I was having with my 2007 ****** Versa. Because this was the same dealership I purchased the car and vehicle service warranty, I felt confident that not only the problems of the car would be fixed but the warranty I purchased originally with the car would cover any cost associated with ************ the ****** tech did his initial evaluation he explained that before they went further that an appraiser from Interstate National Dealer Services had to make a determination on what level of coverage the insurance covered. After a few days ****** contacted me with the decision of coverage as determine by Interstate National Dealer Services. This did not cover what was promised in the contract. The practices used by the insurance company were deceptive based on what I paid.

  

  Business Response

  Date: 12/19/2022

  Interstate National Dealer Services dba Revolos ("Revolos") has received your December 13, 2022, letter and forwarded it to me for review and response.Revolos administers the *********************************** ********* contract") that Ms. ********************* purchased on July 23, 2018, from **********************. We hope you find the following information helpful.
  
  The service contract is not a warranty, nor is it insurance. The service contract lists what is covered and what is excluded from coverage, and there are coverage limitations.
  
  We have reviewed the claim and have determined that the claim was adjudicated correctly. According to the file,********************** ('repair facility") initiated a claim on December 5, 2022, stating that the transmission (CVT) needed to be replaced. As **************** mentioned in her complaint, a third-party inspection firm inspected the vehicle, and the inspection report verified the failures, fault codes, and test drive. The failure warrants the transmission replacement, and the repair facility estimated the cost would be approximately $4,300.00.
  
  By signing the contract, **************** acknowledged that "(11). I have read and understand the Limit of Liability as defined in Item 4. Terms and Conditions". Item 4 states that "LIMIT OF LIABILITY a) The Maximum limit of liability per loss shall be equal to the actual cash value of the Vehicle at the time of Failure.
  b) The Aggregate limit of liability for each Service Contract shall not exceed the purchase price of the Vehicle.
  
  The National Automotive Dealers Association ******** value was determined to be $2,912.00. On December 8, 2022, the claim was authorized per the terms and conditions at the limit of liability mentioned above.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 12/19/2022

  When I purchased the warranty, the ****** dealership did not inform me that there would be a limit of liability. I was told that, if the transmission or engine went out, it would be fully covered. I believe the warranty company should take some responsibility for what dealerships tell potential clients.

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in the phone for three hours for emergency roadside assistance that is covered under my policy and can get anyone to assist me. Been on hold for two hours now and still stranded on the side of the road. Sent multiple emails and no one will get back to me about receiving service. **************** is horrible and slow

  

  Business Response

  Date: 12/16/2022

  Good morning,

  We have investigated this complaint thoroughly and found that during the initial call to the customer, he was provided all the information necessary to set up a claim. However, there were multiple calls after, that upon review, provide opportunity for improvement with the response to ********************. Please be assured that we strive to provide the best service possible and will utilize this experience as a coaching moment for our team. 
  

  ******************** was contacted by our Director of Claims and a voicemail was left for him expressing our regret for his experience as well as the offering of a direct method of contact for any future instances of need. Additionally, he will be reimbursed for the out-of-pocket expense incurred. 

  Thank you for allowing us the opportunity to investigate this complaint.

   

• Initial Complaint

  Date:12/01/2022

  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 had a service contract with the business. I was told it could be cashed out if not used. I sold the vehicle and called to cash out the policy. I was told at that time It would be pro-rated at a value as the contract was still current. I called now as it was up and never filed a claim and they stated, " now that it is expired, you can not get a refund on it and take it up with the dealer." The dealer is out of business and the contract is with this company.

  

  Business Response

  Date: 12/05/2022

  With the information that has been provided, we are unable to locate a contract. If **************** could provide us with a copy of the contract or the vehicles VIN, we can perform a more thorough search.
  
  **************** may send the information to ***************************** Once this information is received, we will be able to respond further.

  Customer Answer

  Date: 12/05/2022

  #**********   Vin *****************

  

  Business Response

  Date: 12/07/2022

  Interstate National Dealer Services, Inc. ("INDS") received December 5, 2022, email and letter and forwarded them to me for review and response. INDS is the administrator of the RPM One **************** ********* contract") that ******************************* purchased. We hope you find the following information helpful.
  
  We reviewed the file and found the request for a refund was correctly denied per the terms and conditions of the service contract. According to our records, our only communication with **************** was on December 1, 2022, when he called to inquire about canceling his service contract. The customer service team explained that the service contract had expired and no refund was due. We have no record of a conversation with **************** where he was told to wait to cancel the service contract until the expiration. Once the service contract had expired, the full purchase price paid was earned.
  
  On the Application Page, it states that "The Contract Application, whose signature appears below, acknowledges, that: (9) I understand that I have the right to cancel this Contract and receive a refund as indicated under the section entitled "Cancellation of Vehicle ****************." The Cancellation of Vehicle **************** section states again that the contract holder can cancel the service contract for any reason and explains the cancellation process.
  
  By pointing out the foregoing, INDS and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:11/06/2022

  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.

  June 21, 2021 purchased an extended warranty for a 2011 Jeep Wrangler for $1992. Three weeks ago the drive train comes off while driving. The combination of of Primary and Custom sections of the warranty state clearly the transfer unit (4x4) internal parts including bearings, bushings, sprocket, chains, sleeves and gears. Transfer case is also covered. Plus Dive axles, all internal parts. However, they told me and the autoshop, "BOLTS" are not specifically not covered and because the bolts failed, they will not cover the repair. I asked for a refund and was told I had to cancel through the dealership. I know once I cancel anywhere, they will then claim I have voided my rights on the warranty. I reminded them there is nothing in there contract preventing a refund and they refused and said I have to go through the dealership. How are bolts not part of internal parts? How are they able to accept payments but not issue refunds? I have paid just shy of $2000 and have received nothing in return. My current repair bill is $1300. If i follow their instruction, I will get my prorated amount (which they refused to disclose how they will calculate) 6-8 weeks after they receive and review my cancellation. This company clearly denies claims on the weakest of justifications and keeps all the money and providing no services. That is called robbery. I demand a full refund or authorize the claim, and waive the deductible. Any remedy other than these options indicate this company is a scam.

  

  Business Response

  Date: 11/10/2022

  Interstate National Dealer Services dba Revolos ("Revolos") has received your November 6, 2022, letter and forwarded it to me for review and response. Revolos administers the NorthStar Protect XM ************************ ********* contract") that ******************************* purchased on June 10, 2021, from ********************** Dishers. We hope you find the following information helpful.
  
  The service contract lists specific covered components and conditions and parts and events that are excluded from coverage. Coverage is not automatic just because a claim has been filed.
  
  The service contract is a part-inclusive coverage plan. Coverage is explained under section "1. Coverage". It states, "The components listed below, within the coverage level indicated on the Administrator copy of the Declaration Page and your Identification Page, are covered by the Contract. If no coverage level is checked, Primary coverage will apply." The coverage ****************** selected was Custom Coverage. 
  
  On October 31, 2022, the repair facility reported that the vehicle had stopped moving. They said the mounting bolts had broken, causing damage to the driveshaft yoke, which is part of the driveline assembly, and neither part is listed for coverage with this contract. The repair facility also found the radiator to be leaking which is also not a listed covered part on this contract.
  
  On November 3, 2022, ****************** called in and spoke with our ************** Senior Leader, and they explained the reason for the denial. At that time, ****************** requested his contract be canceled. He was advised there is a process for requesting cancellation within the contract, and ****************** hung up before the full disclosure could be provided. 
  
  To cancel the service contract, ****************** must follow the procedures listed under section 8. Cancellation of the ************************. Attached is the cancellation request form. Per the service contract, we will send the refund to the lienholder if the vehicle is financed. 
  
  By pointing out the foregoing, Revolos and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.
  
  

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18366053
  
  I am rejecting this response because: When I spoke, I requested a refund. I did not request cancellation. I was informed they would not refund. I asked them to point out in the contract where they are prohibited from issuing a refund. They were not able to do so because there is nothing in their contract to prevent them from issuing a refund. I listened to their description of the "refund" policy. According to them, to get a refund, I have to contact the dealership who sold it. Then I have to fill out a cancellation form to cancel the policy. I explained I was not comfortable doing so, as my experience in the past, when a policy is cancelled the company has no obligation or motive to follow through on any action. Because the policy is cancelled. I related this and her response was there was no alternative. I asked if I went through with this, what could I expect. If I cancelled, 6-8 weeks after they receive it, I will get a prorated refund. IF they decide to ***** the refund. I also asked for their formula for calculating the prorated refund amount. Again, I was told it is "proprietary" and they would not disclose. I asked her often they approve a refund and was told she can't disclose. I asked her how does a fraction of a refund 3-4 months from now help me get my car repaired now? She didn't respond, but instead did repeat the instructions to cancel. To omit these details from their response and to blatantly lie saying I requested a cancellation rather than a refund is clear and reasonable evidence of their deceptive ways and greed driven approach for conducting their business.

   

  I hung up on them because their representative was talking over me and raising her voice when repeating over and over my only alternative was to cancel my policy at the dealership. Another relevant and deliberate omission in their response. I would not recommend anyone buy anything this company offers. I am severely disappointed in their service and I feel taken advantage of and borderline robbed. I regret purchasing this policy.
  
  
  ***************************

  

  Business Response

  Date: 11/17/2022

  Interstate National Dealer Services dba Revolos ("Revolos") has received your November 11, 2022, follow-up letter and forwarded it to me for review and response. We hope you find the following information helpful.
  
  Although this claim is not covered, the service contract continues to provide significant protection in the event of a mechanical breakdown. In ********************** response, he stated that he did not ask for a cancellation but a refund and that nothing in the contract prevents a refund. If ****************** wants a refund,he must cancel the service contract. If he wishes not to cancel, a refund will not be provided, as they are the same. A refund will void the rest of the contract's terms and conditions.
  
  We have reviewed the notes and found that the information explained to ****************** was correct. The selling dealer is still in business, so we referred ***************** back to them because pursuant to their agreement with Revolos, they are responsible for providing the refund. The terms and conditions of the contract also clearly state how the refund is calculated.
  
  The refund is calculated using a pro-rata amount based on time or mileage,whichever is used most. A cancellation fee of $75.00 and any paid claims are also deducted. The refund will be sent to the lender if the dealer does not have proof that the loan has been paid off.
  
   Again, if ****************** wishes to receive a refund, he must fill out the cancellation form previously provided in our last response.
  
  By pointing out the foregoing, Revolos and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18366053
  
  I am rejecting this response because: I am not satisfied with their explanations. I have not received adequate assurance a refund will be sufficient to pay for my repairs after their pro-ration and now this $75 cancellation fee is applied. They could issue a refund but they refuse to. It is that simple. It is insulting for them to express they do not have the ability to refund transactions. I have no confidence future claims will be honored as they will apply their same shifty and dishonest interpretations to justify denial of claim and service. They are welcome to prove me wrong but until they do, I will always feel this company ripped me off to the tune of nearly $4K, 2K for their useless policy and 1.5K for the out of pocket repairs they won't cover. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/04/2022

  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 called Oct 30 to report I lost my key ring which has my wife's key to her car also. I purchased the assure gaurd Ultimate2 warranty for my truck. Contract states they would replace my key and any key on the key ring such as my wife's car. I went to dealer in my wife's car, called ************ and was told they would not pay for my wife's key even though my contract stated it was covered. I decided to cancel entire contract for a refund. I was told to send letter asking for cancelation to fax number given to me by assure *****. It cost me 5 dollars, I then received email stating that was the wrong company I faxed to. What?? I received that number from them. ************ CONTRACT # ******** INTERSTATE NATIONAL DEALER SERVICES ******************************************************************************************* phone ************** I paid $2627.74 for warranty. I want this run around to stop. I just want to cancel warranty.

  

  Business Response

  Date: 11/08/2022

  We cannot locate a contract in our system with the information provided in the complaint. If ******************** could provide us with the *** or a copy of the contract, we would be able to review it further.
  
  ******************** may send the information to ****************************. 

  Customer Answer

  Date: 11/08/2022

  Copy of cancellation form, Copying  of letter requesting cancelation,  Copy of title showing Vehicle has clear title with Relase from ********************** I have emailed the info, they answer phone and find my info just fine. They will not honor claims, They are stonewalling to deter me , but , I will file complaint with Insurane Commissioner,  and Attorney General in my state, if , this I'd not resolved. The title pick has my Vin number. 

  

  Business Response

  Date: 11/15/2022

  Interstate National Dealer Services dba Revolos ("Revolos") has received your November 8, 2022, follow-up letter and forwarded it to me for review and response.
  
  Thank you for providing us with the requested information. This contract has now been canceled a refund will be issued within 6-8 weeks. If ******************** does not receive the refund, he may contract me at *****************************
  
  By pointing out the foregoing, Revolos and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************