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:06/29/2025

  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 paid $4000.00 into this auto ********** transmission went out of my car as I was driving from **** back home to tennesse. I took the car to nissian repair garage in **********. I called Larit Automotive group and explained my situation and they say they would not pay for repairs because I drove it home.I want my money back. there number is888-230-3311.

  Business Response

  Date: 06/30/2025

  Upon reviewing your previous communication with customer service, it was noted that you experienced transmission issues in ****, where your check engine light activated, accompanied by a burning smell and humming noise. You subsequently drove the vehicle from **** to ********* and drove it to a repair facility. According to your policy's Section VI on Additional Benefits of Coverage, you are entitled to trip interruption benefits of $225 for meals and lodging, towing benefits for up to 25 miles at no cost, and rental benefits up to $250. However, it appears that these benefits were not utilized. The claims department had to deny your claim based on Section V, Page 8, which states, Damage resulting from the continued operation of an impaired vehicle, is not covered. Following your contact with our customer service department, we were able to credit the remaining balance of $213.12 on your account, due to the circumstances, which is now settled with a zero balance from an original amount of $2,692.00. After concluding your conversation with the customer service agent, we assumed this matter was resolved. If you have further questions or concerns, you may contact customer service at **************. Thank you for your review.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a total fraud. They send out cards in the mail posing as ******. I started a policy with them actually thinking that they were ****** it wasnt until I went for service that I realized it was a third party. Out of maybe 8 service claims I tried to get them to cover they covered zero. Finally I just decided to go direct with ******. While trying to cancel my policy with Lariat they were extremely hostile. They would put mw on hold for 15 min at a time. They hung up on me three separate times. They would continuously read from a script without letting me speak. Every time I would tell them I want to cancel regardless they would talk over me and tell me that they were speaking and continue to read from an endless script. I felt as if j was being held hostage. I asked them to bring up my policy so we could compare theirs to ****** and they have every excuse in the book; oh I dont have it in front of me, I would have to download it. I said ok fine down load it. Oh well thats not something we do, I can email it to you to look at I told them I wanted to be cancelled maybe 100 times. Finally someone claimed that I was cancelled and when I asked for proof in an email all she could do was provide a confirmation number ******** and said they dont send cancellation emails. But after cancelling me she rudely hung up on me and I received a cancellation email where only half of my information was accurate. Given the insane hostility and hesitancy to cancel my policy I am going to have to call my bank to make sure they cant charge my account anymore. This was a crazy experience and I hope that people see this and do not use this company. Hopefully I am actually cancelled but I do not have any confidence that I am.

  Business Response

  Date: 06/02/2025

  To Whom This May Concern,

  You reached out to us regarding a postcard advertisement we sent that prompted your inquiry about extended coverage pricing, which you subsequently decided to purchase. During the activation call, we did not identify ourselves as ******, nor did you inquire about our affiliation, as we are not associated with that brand. So, the topic was not addressed in your original conversation with our activation specialists.

  On December 26, 2024, you contacted us to request a copy of your policy, which we submitted and mailed to the address we have on file. It was not until May 9, 2025, that we received further communication from you regarding an update to your payment information for your monthly installments,as well as providing you with the Paylink payment link.

  You reached out to customer service on May 28, 2025, to cancel due to a claim denial for maintenance that was denied for an oil change and tire rotation. These services are classified as maintenance and are not included in your policy, which only covers repairs related to breakdowns on the vehicle. I have provided the terms and conditions for your review.

  We conducted a comprehensive review of all calls since inception, for quality control and confirmed that you were notified of the cancellation, receiving cancellation number ********. During the same call, all future payments were halted and sent an email with the correct information.Although one call was disconnected, the agent promptly returned the call to verify the cancellation of your account with you. The agent empathized with your concerns and successfully processed your request. Your prorated refund is currently being processed, we anticipate it will be issued to you promptly. If you have further questions regarding this matter,you may contact customer service at **************.

  Thank you.

• Initial Complaint

  Date:04/18/2025

  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.

  Registered my van with lariat warranty record *************

  Business Response

  Date: 04/21/2025

  To Whom it May Concern,
  

  We sincerely regret to inform you that your claim through Motoassure has been denied. At Lariat Automotive Group, we do not have the authority to overturn decisions made by the claims administrator regarding the approval or denial of claims. However, whenever we receive inquiries related to a claim, we promptly conduct a thorough investigation; and it is important to note that we do not have direct access to the claims department, as our role is solely that of a selling agent.

  Following our investigation, Motoassure confirmed that the denial of your transmission claim in March 2025 was based on the finding that the vehicle was operated with improper fluid levels, as indicated in the inspection report. This report documented that the transmission fluid was checked three times using the dip-stick, and each time it was found to be dry and showing no signs of lubrication present. You had previously contacted our customer service department regarding the denial, during which we provided a detailed explanation of the reasons behind the decision. Below we have provided the terms of your policy for your review.

  SECTION V. EXCLUSIONS WHAT IS NOT COVERED Coverage is not provided under this Contract for any of the following Exclusions: Pre-Existing Condition(s): Any Vehicle found not to be in good mechanical order at the time this Contract is placed on the Vehicle, or any failure that occurred prior to the purchase of this Contract. Any breakdown and/or failure, whereby the cause of failure occurred due to a condition that pre-dated the purchase of this Contract shall also be expressly excluded from coverage.

  Damage caused by continued operation of an impaired vehicle. (Page 11)

  Damage caused by pre-ignition detonation, pinging,improper/contaminated fuel including fuels containing more than ten-percent (10%) ethanol if the engine was not manufacturer for this mixture, excessive fuel conditions, lean fuel conditions, clogged fuel injectors, improper lubricants, or improper engine adjustments. Any mechanical Breakdown caused by failure to maintain proper levels of lubrication, lubricant blockage,coolant blockage, lack of lubrication, or carbon buildup in cylinders. (Page 10)

  Repairs required because You did not properly maintain Your Vehicle, as outlined in this Contract in III. Contract Holders Responsibilities. (Page 11)

  At this time, we are unable to overturn the decision of the administrator and must abide by the terms and conditions in your policy. We apologize there isnt anything further we are able to do. Any changes in the decision will have to go directly through your administrator. Should you have any further questions please give us a call at ****************. Thank you for your time.

  
  

• Initial Complaint

  Date:01/06/2025

  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.

  This business is absolutely atrocious. I only realized that they were a scam a day AFTER I looked them up (massive mistake). Once I found out I immediately called to cancel but the customer service *** refused - she kept defending the company, walking me in circles, attempting to drag on time to dissuade me from canceling. Basically trying to manipulate me. I had enough and I had to file fraud with my bank because they were refusing to refund and cancel their scam! I have no idea how they have my address and information - I kept receiving their slips of "expiring factory warranty" and telling me to "act fast because it'll expired Jan 6" before I had ANY personal interaction with them.

  Business Response

  Date: 01/06/2025

  To Whom it May Concern,

  Its always concerning when a consumer labels our services as a scam whether its due to online information or the views of others,without giving the policy an opportunity to showcase its genuine value and effectiveness. A successful business seeks to comprehend the motivations driving its customers' choices, particularly when they opt to discontinue their services unexpectedly.

  Understanding all the factors influencing a consumers decisions allows us to more effectively tailor our services to meet the needs and expectations, even in instances where the feedback is not entirely favorable. When you contacted us to terminate your service, the representative attempted to understand the reasons behind your choice before just proceeding, which is a standard part of any agents responsibilities.

  This understanding is essential for pinpointing possible areas for enhancement and improving customer relations processes. By examining the elements that affect such decisions, organizations can better customize their offerings to align with customer needs and expectations, even when the results may not be positive. The agent attempted to address any misunderstandings and reassure you of the legitimacy of our services. We want to emphasize that we fully respect your decision to end the service, and please know that we have not only honored your request but will refrain from contacting you in the future. We wish you all the best in your future endeavors and hope you have a wonderful day ahead.

  Customer Answer

  Date: 01/07/2025

  It took me filing this complaint and contacting my bank for me to start the process of receiving any sort of refund and for them to cancel the policy. While I'm glad that they have canceled it (according to their post. I haven't gotten any documented confirmation) they made no mention of refunding my money. I'm still under going the process of that with my bank. I've gotten no confirmation that the services have been canceled nor any mention of a refund. Regardless of what sort of business they think they are running, when a client wants to cancel for whatever reason it must be respected.
  

  Business Response

  Date: 01/09/2025

  To Whom it May Concern,

  We apologize and understand there may be some confusion, but your account was fully cancelled prior to your complaint. Our procedure dictates that when a customer expresses a desire to discontinue the service and disconnects the call, our agents must proceed with the cancellation. Your refund confirmation will be processed through your bank since it is currently an open dispute, and the handling of your refund will be between your banking institution and Lariat Automotive Group. Please note that when a chargeback is initiated, it will pause any refund process to prevent duplicate refunds. We no longer have your $50 payment, indicating that the dispute process has started. Our response serves as your confirmation of cancellation, which has been documented with the Better Business Bureau.Unfortunately, you did not provide an email address when your account was created, so when the agent cancelled your account, and were unable to send you a confirmation receipt. While we value your feedback, we have respectfully cancelled your account.

  Thank you for your time.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/16/2024

  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.

  Sent me a slip in the mail with vague details about my newly purchase care. Made it sound like they were with my dealership and not a third party. Took $395 as a "down payment." When asked to cancel I sat on the phone for 20 minutes and spoke with "customer service" and "finance" who both tried to avoid canceling my coverage until I got blunt and forceful. I spoke with a ***** ******* and a ****** at ************. This is predatory especially since they know I am a first time car buyer who would not know better.

  Business Response

  Date: 12/23/2024

  To Whom it May Concern,

  On December 16, 2024, our activations department received your inquiry following the receipt of our advertisement regarding the service contract for repair protective coverage on your vehicle. During your conversation with our representative, the details of the Diamond coverage plan were thoroughly explained and would have provided protection until your vehicle reached ******* miles or until January 19, 2031. After considering the options that were explained, you opted for this coverage plan, agreeing to an initial payment of $395 along with 12 subsequent monthly payments.

  Later that same day, you reached out to cancel the coverage.We would like to emphasize that our policy permits customers to terminate their services at any time without facing penalties within the first ************************************************************************** issues that may have arisen before initiating the cancellation process in both calls, which I apologize you didnt agree with. Upon reviewing the recorded conversations, to ensure our agents deliver the highest level of service while addressing customer inquiries effectively, we noted that your account was successfully canceled within six minutes of your call. The customer service representative handled the situation professionally, ensuring that your payment was voided promptly to facilitate a quicker refund.

  We understand that misunderstandings can occur regarding the specifics of a purchase of the repair protective coverage on your vehicle,and we fully respect your decision to withdraw from the coverage. There was no predatory intent involved; rather, it was a matter of clarifying your needs and preferences that fell on a mere misunderstanding of the coverage and had zero reason to do with being your first car. Should you have any additional questions or require further assistance, please do not hesitate to contact our customer service team at **************. Thank you for your understanding.

  Customer Answer

  Date: 12/24/2024

  Complaint: 22694549
  
  I have reviewed the business' response and am rejecting it because:
  
  The way I was treated during this exchange was unprofessional. I had to talk over the associate when I requested multiple times to cancel. One time should be enough. This is not the first complaint I have seen regarding customer service. Just learn to do better and that your tactics are in fact predatory. 
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/08/2024

  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.

  We have had our policies since 2023. We are very unhappy because we have called to cancel email to cancel and no one canceled our account and then we recently asked for a refund and they refuse to give it to us because they said they canceled our policy for nonpayment therefore we are not allowed to have a refund even though we tried months prior to cancel our policy and they refused to help us then they tell us oh we have Records showing that we emailed you numerous times we texted you numerous times, but in fact that is not truthful at all. I recently looked through my email and it shows no contact from them personally on email other than whenever I reached out first Im extremely unhappy because they owe us more than $1500. This business is a fraud And they steal peoples money.

  Business Response

  Date: 11/15/2024

  To Whom it May Concern,
  

  This policy was set up and activated on May 18, 2023, on a 2023 ********** Outlander to cover your vehicle until June 16, 2029, or when the vehicle reached ******* miles whichever had occurred first. At this time, we understand you misinterpreted the terms and conditions of the policy; however, we must abide by the terms and conditions of your policy through *********************** once the coverage had been active past 30 days of inception. To be clear, we only had one coverage with you on a 2023 ********** Outlander.
  

  Your coverage was active until July 21, 2024, when the account cancelled for nonpayment through *******. Your last payment was received on April 18, 2024. As of May 17, 2024, you contacted ******* to place the account on a BILL status which withdrew your automatic payments. So, on May 18, 2024, we started to contact you regarding the missed payment. We attempted to contact you at ************ & ************ each business day from Monday May 20, 2024, until Friday July 19, 2024, without a response to our customer service department in return.The text messages were only sent to the primary phone number ************ during the duration of us attempting to contact you.
  

  When an account falls behind, we give the customer 65 days from their missed payment to try and reach them by phone. We never received your request to cancel in writing or over the phone, so the account cancelled for nonpayment July 21, 2024. In your contract through *********************** it states, In the event this Contract is cancelled due to non-payment by the Payment Plan Provider, Finance Agent,or Selling Agent, You, will forfeit any and all refunds due to You. We have provided a copy of the terms on page 14 for your review.
  

  We were unsuccessful in our attempts to reach you; however, you have contacted us on several platforms regarding a request for a refund months later, roughly three and a half months. We didnt send you a refund because the account canceled for non-payment. We never received any cancellation request in writing over the phone, and we apologize if the answer for not getting a refund doesnt meet your expectations, but again, we must and are required to abide by the terms and conditions of your policy per Carguard Administrations terms.
  

  The emails you sent to us started on October 27, 2024, directly to our website which is generally used for quotes on our policies. The entries are filtered, so when we received your first message it was regarding you waiting on a refund and then again stating you have contacted us multiple times. We do record our calls for Quality Control and had found that there werent any inbound calls from you since August 11, 2023, and that was regarding a payment to be processed and not one mention of cancellation. We again advised that you to contact customer service at **************, so they could answer any questions or concerns that you have regarding your concerns about a refund.
  

  You continued to respond through the website providing a 3rd number ************,which we never had until October 29, 2024, as a form of contact for your account. We explained to you again you would need to contact customer service to get the answers you were requesting, and you both started calling our customer service department. You were unhappy with the explanation by phone regarding the refund outcome to your account canceling for non-payment and filed your complaint.
  

  To conclude our response your account was cancelled for non-payment on July 21, 2024, and we are unable to issue any refund at this time. We apologize for the inconvenience this has caused and if you have questions regarding these terms of your contract, you may contact us directly at **************. We never heard from you regarding any cancelation request in writing or over the phone until October 29, 2024, which the policy had already been cancelled for non-payment for a significant length of time.
  

  Thank you.
  

  
  

  Customer Answer

  Date: 11/15/2024

  We have proof we called and emailed to cancel the policy multiple times 

  Customer Answer

  Date: 11/15/2024

  Complaint: 22532255
  
  I have reviewed the business' response and am rejecting it because:
  We emailed and called and this is dated for 6/27/2024 of proof asking for the policy cancellations 
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/22/2024

  To Whom it May Concern,

  
  As per our earlier response, your account was terminated for non-payment on July 21, 2024,and we are unable to provide a refund at this time in accordance with the terms of your contract with ***********************. I apologize if you are rejecting the response and you can consult the previously provided document if you'd like. We sincerely regret any trouble this has caused and you can reach us directly at ************** if you have any queries about these conditions of your contract. Until October 29, 2024, when the policy had already been canceled for non-payment for a considerable amount of time, we never received any correspondence from you regarding any cancellation requests, either in writing or over the phone. We have successfully answered every phone call,email, website message, and customer care complaint as of October 29, ************ a recorded conversation nor any written correspondence from **** indicate that we got your request to cancel. 
  

  Thank you for your time.

• Initial Complaint

  Date:09/26/2024

  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 have been contacted by the bill company that I have neglected to pay for Lariat Automotive company, however I have told MULTIPLE representatives that have called to collect payment from Lariat Automotive Company asking to cancel and they have not done so. They keep calling to collect payment, and sending me the bill. I have also written to the customer service via their website asking to cancel.

  Business Response

  Date: 09/27/2024

  To Whom it May Concern,

  We apologize that your account continued to remain active due to us not receiving your cancellation form, a cancellation letter in the mail or your ending mileage over the phone. The 2 calls you had with a representative were disconnected by you in under 2 minutes without the ending mileage being provided after your account had been active over the 30 days and yes they were reaching out due to not receiving a payment, but then understood we were reaching out for the ending mileage. After further review, yes you were writing and attempting to communicate through our website which is primarily filtered through with quote requests and isn't a form of quick response communication. You stated your sister accepted a phone call without your knowledge, yet we are an inbound activation center and it's stated on the initial call that their name is ******** ******** after providing the ** Number on the card. We show you were directed to reach out to the customer service department at ************** between 8AM-5PM and the only inbound call was on August 12, 2024. The series of missed call screenshots you provided images of weren't considered a process of cancelling your account, but prolonging a cancellation process without proper communication, and we apologize, but every administrator has their own policy on a cancellation process. In your policy states the account must be cancelled by submitting the cancellation form in the mail, or to provide the ending odometer reading. As of today, your account with ********************** has been cancelled, your account will be refunded within 3-5 business days, and I have provided the credit and cancel procedures for your review. We hope you have a better day.

  Thank you for your time.

• Initial Complaint

  Date:09/25/2024

  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 a car, Lariat contacted me and offered an extended warranty. I paid the initial deposit and monthly premiums. Since then, every time a repair is needed, they start interrogating me and they end up denying the claim by saying it was "pre-existing". Their practices are predatory, not legitimate. If you use them, get a good attorney and be ready to fight in court.

  Business Response

  Date: 10/01/2024

  To Whom it May Concern,

  On February 12, 2024, you contacted us regarding an activation of coverage on your vehicle. On the initial call you were informed of a waiting period before using the services of 30 days and ***** miles and that we do not cover preexisting repairs. This means that if a problem occurs within that timeframe, it is considered your responsibility. You took your vehicle in for repairs on March 21, 2024, and your repair facility reported to replace Fuel level sensor, a Evac and Recharge Ac and replace the Rear Coolant Manifold Pipe. I apologize you find questions regarding a claim an interrogation, but there is required information to gather when filing every claim. When did the problem start, how many miles are on the car currently, what is wrong with the car.These are common questions for any claims company, sorry you dont agree with that. On the claim referenced there was a mileage discrepancy, and we requested maintenance receipts to get the miles corrected, you said your lawyer would contact us and hadnt heard from you until September 9, 2024. Your repair facility called in the exact same components that had been denied prior. From February 12, 2024, to September 9, 2024, the vehicle had been driven a total of ****** miles. In the complaint you stated on your desired settlement you want a repair to be completed, but Lariat Automotive Group doesnt handle payment for repairs and Motoassure is not looking into the claim any further and remaining denied. We can cancel out your coverage as of today and get the process started to send you a prorated refund from inception until present. Please contact customer service at ************** to confirm the most current address, or the check will be sent to the address on file.

  Thank you. 

• Initial Complaint

  Date:09/23/2024

  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 trying to cancel this policy with this scam company for a while now and they keep disconnecting my call when I'm trying to get my downpayment refunded. If I don't get this within 24 hours, I will be contacting the attorney general and ********************* for Missouri and my home state.

  Business Response

  Date: 09/24/2024

  To Whom it May Concern,

  Thank you for your recent complaint regarding your interest in canceling your service. Although we apologize that whoever you were contacting, that the number wasn't working for you. Our customer service number is ************** so we are not sure if you possibly had that information wrong? But we checked your phone number you provided "**********" in our system and have only one inbound phone call made to us on August 12, 2024. Although we appreciate a consumers concerns, but don't feel all of the threats are necessary when we weren't given the chance to properly be contacted and have no desire to retain consumers that don't wish to have our coverage plan. You should have received your contract or your payment welcome packet as well. However, we have cancelled your account and your refund in the amount of $195.00 & $177.28 will return to your account within 3-5 business days. If you have any questions regarding this matter further you may contact our customer service department at **************. Thank you for your time.

• Initial Complaint

  Date:08/12/2024

  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 got a card in the mail issuing my car warranty, I thought it was from my dealership so I proceeded to call and set up my account all on July ,7 2024 I initially paid $177 as a down payment and they wanted me to pay about $ 178 each month for 18 months it all seemed weird and sketchy after the call I reviewed all my dealership records and found out they had no connection at all went to call them back to cancel everything it all being a misunderstanding and I initially thought I just got scammed and called again immediately was on hold for about 15 min and then it seemed like they picked up the phone and then hung up , kept calling and finally got through to someone only for them to say they werent allowed to close an account I had to contact customer service ************************ Ive been calling on and off for awhile and Im put on hold and again I wait for at least ***** min until it seems like someone picks up and hangs up and no ones answering, then I finally got some mail from them, showing my account on pay link (which I guess they go through) contacted them stating my issue and how I want to cancel and got a response back immediately with them agreeing to no longer charge my card but I still need to contact Lariat automotive to cancel because they have no relation this was on July 17 24 as soon as I received the mail, I am now the date being August .12 24 getting calls everyday from random numbers associated with lariat automotive asking me to contact them through the customer service number to discuss payments but even when calling the customer service number no one picks up are I am calling after service hours or calling during lunch Im just trying to cancel the account they dont have an email I gave them mine multiple times during the first set up process and in the letter they sent its wrong so I dont have access to that its been months I havent used anything they have to offer and Im not trying to pay for this at all.

  Business Response

  Date: 08/13/2024

  To Whom it May ********************* apologize for any misunderstanding about the postcard advertisement you received in the mail that did not have your dealership information on it. They certainly do not send you postcards advertising third-party coverage, only their own, so we are unsure about the confusion there. When you called in to our activations department on July 2, 2024, and had a full conversation with the agent going over what exactly the postcard was referring to and then setting up extended coverage on the car not once did the agent ever say he was with the dealer, again not our fault for ones assumption. We investigated the inbound calls from ************, and you tried a couple times on July 2, 2024, and that was it. We emailed you and reached out by phone about your account once payment was not received and we had not received any correspondence from you in writing or over the phone since inception until today. As of today August 13, 2024,your accounts been cancelled and refunded. Have a wonderful day.

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  Customer Answer

  Date: 08/14/2024

  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,
  
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