Complaints

This profile includes complaints for AutoAssure LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoAssure LLC

  Cottleville, MO 63376-1666

• 

  AutoAssure LLC

  Plano, TX 75024-6099

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:09/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a comprehensive extended repair warranty for my **** **** ***** on 04/03/2018. I’ve never needed to use it, until this week. I took my truck in for new tires - and it turns out, at 120,000 miles, it needed new front struts and rear shocks. Both of these items are listed as covered expenses under my extended repair warranty. HOWEVER, after four years, I was unable to immediately locate my contract and ID card - and so had the truck repaired and paid for it out of pocket. I figured when I found my information, I would simply file a claim and get reimbursed.
  
  Of course, once I found the information, on Page 4 of the policy booklet, it states that unless it is an emergency, all claims must be pre-authorized. I called, and they told me that they would not let me file a claim. I asked if there was a mechanism for retroactive approval, and they told me “no”. However, if it were an emergency, then retroactive approval would have been granted.
  
  Since there is a mechanism in place for retroactive approval for emergency repairs when Auto Assure’s offices are closed, I know there is a mechanism in place to facilitate getting me reimbursed if they wished to do so.
  
  The bottom line here is that I paid $4009 for a six-year warranty, never used it once for well over four years, and the first time I go to use it and can’t find my information and pay the repair out of pocket, they deny the claim.
  
  Yes, by the letter of their contract, they’re within their rights to do this, and I’m sorry that I’m a senior citizen with a bit of a memory issue when it comes to finding documents. But it was a repair that I had done from a nationally-recognized chain (**** *******), a repair that is absolutely listed as a covered expense in my contract, and because I made a tiny administrative error (in essence putting the cart in front of the horse), they’re not going to pay. All I’m looking for is an opportunity to submit this legitimate claim for reimbursement.

  Business Response

  Date: 09/16/2022

  All AutoAssure contracts work on a pre-authorization basis. The repair facility is required to file a claim with Administrator and receive authorization before beginning repairs. Per contract Pg. 4 FILING A BREAKDOWN CLAIM:
  
  
  If Your Vehicle incurs a Breakdown, You must take the following steps to file a claim:
  
  
  4. Obtain Authorization from the Administrator – Prior to any repair being made, instruct the service manager at the licensed repair facility to contact the Administrator to obtain an authorization for the claim at ************. Any claim for repairs without prior authorization will not be covered except as provided under Emergency Repairs.
  
  
  As Mr. Sinibaldi's repair facility performed the repair during business hours (see attached document) without prior authorization and did not meet the criteria for an emergency repair, the Administrator was unable to authorize the claim. Per the Exclusions section of the contract, which states coverage is not provided for
  
  
  For any repair, replacement, or maintenance service made without prior authorization from Administrator to Repair Facility...

   

  Best Regards, 
  AutoAssure

  Customer Answer

  Date: 09/19/2022

  Complaint: ********
  
  
  
  I am rejecting this response. I’ll explain; however, I know that this is probably where it will end.

  
  

  *** from AutoAssure said he did what he could, but that I was out of luck because I hadn’t preauthorized the repair. By the letter of the contract, I was wrong for not calling for someone to authorize the repair; in my defense, I’m getting up there in years and over four years after purchasing the coverage, I couldn’t find my contract or ID card so I didn’t even know who to call before paying for the repair out of pocket. 

  
  

  *** explained that they have a lot of fraud, and I get that - but my repair was very normal for the amount of miles on my truck, and the cost was within the parameters for that repair. I’ve had the policy for over 4 years and never filed a claim on anything; I’m not one to commit fraud. 

  
  

  It would have been nice if there was some sort of mechanism for people who just make an administrative error; even 50% of the cost of the repair would have been acceptable over simply saying “tough luck, so sad, too bad” (and I’m paraphrasing here; *** was very nice).

  
  

  In the end, I guess it is a very expensive lesson learned for me, and a warning to anyone who purchases this product: Don’t spend even a dollar on a covered repair without contacting them first, because they’ll use that clause on page 4 to deny paying even a dime regardless of whether the repair would have been covered or not.

  
  

  In my very humble opinion, the clause on page 4 is a “gotcha” designed to allow the company to deny any and all claims other than emergency after-hours, even those claims that would absolutely have been covered, if a call wasn’t placed first to start the process. *** confirmed to me that my claim absolutely would have been covered, but for missing the phone call. Ugh.
  
  
  
  No need to do anything else at this point. Shame on me, I guess, for being elderly and forgetful.

  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this service some time ago, because I had been receiving letters in the mail saying my warranty was expiring. When I purchased my 2021 vehicle, I opted in to buying a 7-year warranty from the dealership. How was my warranty expiring? I fell for their trick. They charged me about $110 dollars a month. I realized my mistake, cancelled the service through their means, sent a cancellation form to them. I am still being charged to this day by them.

  Business Response

  Date: 09/07/2022

  After receiving this complaint, an AutoAssure Manager contacted the consumer and resolved the situation.
  

  Best Regards
  AutoAssure Resolutions

  Customer Answer

  Date: 09/09/2022

  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,
  
  ***********************************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair 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.

  AutoAssure sent out multiple letters stating vehicle warranty was expiring. Being a 75yr widow **************** was scared her vehicle was out of warranty. The letter had a deadline implying vehicle warranty expires. Warranty on vehicle was NOT expiring and even had extended warranty! AutoAssure used questionable sales tactics in the multiple letters sent out. Unknowingly after receiving multiple letters **************** called and sales representative was pushy on telephone an was told needed to act now or lose coverage! A credit card was asked to make payment an sales rep made it reoccurring each month without authorization! **************** had to cancel credit card and paid next 4 payments by check. Resolution Asking 5 payments of $99.64 ($489.20 total) be refunded to **************** Here is AutoAssure account information Billing account # *********** Policy # ***********

  Business Response

  Date: 09/01/2022

  Upon receipt of this complaint, AutoAssure's **************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.

  Customer Answer

  Date: 09/05/2022

  Complaint: 17791196
  
  I am rejecting this response until total refund has been issued  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have contacted them. I have complied with AutoAssure request an emailed cancellation form in verified by Notary Public to Endurance. I will also fax the form and send in US mail.

  Per telephone call Manager *** has assured me I would be refunded my entire amount of $498.20. I do not want to withdraw this complaint until my refund has been issued. 
  
  Sincerely, 
  
  *************************
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/07/2022

  AutoAssure has successfully resolved the consumer complaint ******** to satisfaction of *************************

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am filing a complaint against auto assure llc I have paid them 14 payments for bumper-to-bumper coverage they were supposed to be covering repairs they never covered one thing never rein burst for anything I sent them a certified letter to cancel policy and refund money still never received nothing I gave them over 2,226 dollars for nothing for any work done on my **** *** ***** my acc# is ************ Employee at ***** **** called number about oil changes they said e- mail them the receipt and I would receive a check in 15 days never happened that was over 2 months ago

  Business Response

  Date: 08/11/2022

  Thank you for bringing this to our attention. A manager from
  AutoAssure made several attempts to contact the consumer but was unsuccessful.
  The manager has since provided their contact information via voicemail and
  email. At this time, we are requesting the consumer to reach out to the manager
  at their earliest convenience so we may further assist.
  

  Kind Regards,
  

  AutoAssure Resolutions

• Initial Complaint

  Date:07/26/2022

  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.

  Warning. When you want to cancel your service, after a long hold and they understand that you want to cancel your service, the representative on the line all of a sudden can't hear you "what, what, I can't hear you" and sometimes hang up. They make it almost impossible to cancel your service.

  Business Response

  Date: 07/29/2022

  Thank
  you for bringing this to our attention. A manager from AutoAssure reached out to
  Mr. ******** regarding their cancellation concerns. AutoAssure can confirm the
  contract’s cancellation and that the consumer’s pro-rata refund is processing
  at this time. We appreciate the opportunity to assist the consumer.
  

  Kind
  Regards
  

  AutoAssure Resolutions