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Business Profile

Auto Service Contract Companies

Lariat Automotive Group, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/07/2023

    Type:Product 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 Lariat Automotive Group, LLC to cancel my extended warranty and to get a full refund. At first I called them and was told that it will be cancel and I will get a full refund they put me on hold so they can proceed with the cancellation but then they hung up after 6 minutes. So then I called them back about the cancellation and the full refund and was told the cancellation was made but I wont be getting a full refund which I dont understand why all of a sudden I cant get a full refund. So I came on here to file a complaint because I want to know why Im not able to get a full refund.

    Business Response

    Date: 12/11/2023

    To Whom it May ************** answer your question on why the refund will be prorated is due to having your policy since May 5, 2022. We had held coverage on your vehicle for 17 months. You wanted to cancel on November 15, 2023, because you claim you have coverage through the dealership, which could be true, but we do not have access to that information and after one and a half years of coverage are only eligible for a prorated refund. Your full refund guarantee was within your first 60 days of purchase. You called in on July 8, 2022 to inquire of us giving you less coverage so the monthly payments would be lowered, but your policy remained the same since the contract was already submitted. Since then,the only conversations with you were to make payment arrangements for monthly payments. We must abide by the terms and conditions of the policies we sell for and your refund will remain prorated, we have submitted refund terms that are in your contract for your review. You shall receive your prorated refund within ***** business days of the cancellation date of November 16, 2023. We also reviewed the phone calls between the representatives on your cancellation day,and no one told you that you would get a full refund. However, the representatives did explain the prorated refund which you unfortunately didn't agree with. Thank you for your time.***************************.

    Customer Answer

    Date: 12/11/2023

    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:12/07/2023

    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.
    I purchased a warranty plan and was unable to use it. I requested a refund two months ago and still no refund. I really regret doing business with them. At this point we are seeking a civil matter. Who purchase from here BEWARE…

    Business Response

    Date: 12/08/2023

    To Whom it May Concern,
    You are correct, you cancelled your account with us on October 30, 2023. That is roughly 39 days ago and your refund process was given to you more than once at 30-45 business days. I apologize you do not agree with the refund process and timeframe, but your refund will be processed and mailed within the timeframe that was given to you, which will be no later than 12/22/2023. You couldn't use the coverage because your frame was bent and the vehicle was sold to you like this, we didn't sell you the vehicle and was in process of a total loss. So we suggest you speak with your dealership about this matter, because we do not handle insurance damage claims. If you have any further questions feel free to contact customer service at **************. Thank you for your time.
  • Initial Complaint

    Date:12/04/2023

    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 from the company and they are denying coverage for a part that is covered on my contract and I am within the miles because I thought I heard a noise but wasn't sure where it was coming from and the noise was random and not related to acceleration or deceleration or turning or breaking or anything. I want them to cover my repair.

    Business Response

    Date: 12/07/2023

    To Whom it May ********************** purchased Platinum Plus extended coverage for your vehicle through *********************** on February 9, 2023. Your repair facility called in to initiate the claim on 11/6/2023 for 2 sway bars and struts. You stated the issue had been going on for a month and you continued to operate the vehicle until the knocking noise became more and more frequent within 2 weeks of taking it in to get fixed.

    On Page 9 under Section V.Exclusions What is Not Covered; Damage caused by continued operation of an impaired vehicle. Then again on Page 11; For any safety related maintenance events required by Your state or the manufacturer of Your Vehicle or a Breakdown caused by the continued operation of the Vehicle in an overheated condition irrespective of thermostat failure or the lack of proper and necessary amounts of coolants or lubricants. We have included the above requirements of the contract for your review.

    This claim was denied due to continued operation which is stated more than once in your contract. In May of **************************************************************** the amount of $417.38, this was paid out and approved due to you taking the vehicle in when the problem first occurred.Unfortunately, this claim will remain denied.

    Although the outcome isnt what you are wanting to hear, we are unable to overturn any claims decisions made by the administrator of your policy. Even though we are a selling agent and not affiliated in any way with your claims department, if you wish to cancel your service due to the denial, you are entitled to a prorated refund minus any claims paid that can be mailed to you in the form of a check within 30 days. Please contact our office to advise of your decision at **************.Thank you for your time. 

  • Initial Complaint

    Date:11/05/2023

    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.
    This company didn't do anything for me, except take my money. My transmission In my truck went out and they did nothing except deny my claim, even tho my oil changes & everything else was up to date. I have all my paperwork on everything that has been done to my truck. This company is very misleading about the repairs it will cover & its false advertising.

    Business Response

    Date: 11/08/2023

    To Whom it May ******************* purchased Platinum Plus coverage through us with *********************** on January 25, 2022, on your 2017 GMC ******* Your vehicle was covered under *********************** for any covered repairs with a few requirements stated in the policy to properly maintain the vehicles maintenance. You never filed the claim through Lariat Automotive Group, in fact, all your correspondence was through ******** directly. You never called us to inquire anything about a denied claim. You contacted our office regarding the claim on your transmission.

    Per *********************** reported the claim was denied because according to the handwritten receipts you provided to the repair facility, they were unverifiable due to no part numbers listed on the receipts, they were handwritten and lastly the miles intervals one was **** miles over the recommended service interval. On September 25, 2023, you called in to customer service and your account was cancelled due to the claims response at *********************** and we apologize, but we cant override an administrators decision. There are terms and conditions in your policy we must abide by when you are processing a claim and per ******** this claim is going to remain denied at this time.

    Your prorated refund will be submitted no later than Friday November 10, 2023. We also issued a full refund on your September monthly installment. Thank you for your time and apologize there wasnt more we could do regarding the claim, you would have to contact ******** regarding the claim going forward.

    Thank you,

    ***************************
    Director of Client Relations
    **************

    Customer Answer

    Date: 11/14/2023

    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:09/27/2023

    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 recently bought a new car from Toyota and not soon after I got a piece of mail along with some other things for my car like my title, etc. it had no business name on it but it said to call a number about a recall on the car to see if I was experiencing any issues and he asked me if I wanted them to put it under full warranty and now they’re trying to get $1300 out of my for insurance I already have with State Farm. They said nothing about lariat automotive and so I thought it was straight from Toyota

    Business Response

    Date: 09/30/2023

    To Whom it May Concern,

    Mr. ***** ********* called in to our activations department inquiring about a notice he received. After his conversation with the licensed activation specialist, he decided to purchase the coverage, yet was never told it was car insurance, but did explain its repair coverage for the vehicle. He didn't seem perplexed on the call from start to finish as we review every complaint with the same procedures which is to review the calls, notes, etc. We do not mind if you wish to cancel, but I am concerned when you thought we asked for $1300 when your phone authorized and recorded "Yes" was only for $175.Regarless we do not want you to feel you were stuck in anything as our policies can be cancelled at any time. As of today your account is cancelled and you will only be receiving the initial and only amount you paid which is $175 within 3-5 business days. If you have questions regarding this matter you may contact me directly at **************. Thank you, ******* ******

  • Initial Complaint

    Date:07/26/2023

    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 from Lariat Auromotive group. My air conditioner seized up on my vehicle, so I took it to ******* ****** innFort atkinson, for diagnostic testing and the mechanic said the clutch on the compressor seized up. So then they put a claim into Integrity. A company inspector from Integrity came to ******* ****** and inspected my vehicle, and said the clutch had seized and it will be covered 100%. He even stated if there was filings found in the system, they would flush it out and that also would be covered. Now I get a voice message on my phone from a man named *****, stating they denied my claim. This is not right! I spent $3700,00 on this and if they refuse to cover what they are suppose to, I want a complete refund!

    Business Response

    Date: 07/28/2023

    To
    Whom it May Concern,

    We
    apologize that the claim was denied due to the clutches failing in your AC
    compressor. After contacting Integrity Vehicle Group regarding the denial
    reason, and also because they are the company that handles your claims. Lariat Automotive
    Group is your selling agent. Your vehicle was set up with coverage on November 18, 2021, with
    133,403 miles. Your policy that was mailed to you back on November 26, 2021,
    included all the items that are covered under the policy you purchased.

    The
    Inspectors unfortunately do not approve claims, they only send the Inspection
    Reports to the claims adjusters who then approve or deny a claim based off the
    list of covered components. Integrity also does not cover flushes for anything
    and if filings of metal were found to be the reason of failure, wouldn’t have
    been covered. This information is all in your policy as well. The first image
    you provided is showing the covered components in your contract, the second
    image is your application page, but the third image isn’t affiliated with
    Lariat Automotive Group or Integrity Financial Group. I have provided the
    stated reason for this denial in your policy for your review.

    At
    this time per Integrity Financial Group the claim will remain denied. You have
    paid in $2,823.72 out of $3,700. We are willing to waive the balance of
    $876.28, which means no more payments going forward from today due to
    Integrity’s denial decision per the terms of your contract making you feel the
    decision is unfair. Even though we must abide by the terms and conditions of
    each contract we sell. If you have any further questions, you may contact
    Customer Service at ###-###-####. Please let us know how you would like to
    proceed going forward.

    Thank you,
    ******* ******
    ******** ** ****** *********
    ************
  • Initial Complaint

    Date:07/17/2023

    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 brought my car in to King Honda for services on July 13, 2023. Oil leak is what they found. I told them I would need to bring the car back tomorrow because i have a doctors appointment. I called Lariat and they told me once I bring the car in for repairs tomorrow to have King Honda call them to start the claim. **** from King Honda called Lariat and they told her if they approve the repairs, it would be about a month for them to approve it! They then called me and told me to tell them to stop the repairs to my car because THEY didn't approve! She was clearly upset from the way they handled her! She said she never heard of them before and they sounded shady and clearly does not want to help you. I said well i can pay for the repairs and the company can reimburse me. I was told that was not an option and that is not how we do business. VERY RUDE! I have two special needs kids and a disabled mother whom i ride in my car daily!! I will not allow them nor myself to ride around in a unsafe car. King Honda told me the oil leak was an 8 out of 10! I can't wait until a month to see if they would approve the repairs, by then something else could be wrong. This is the only car i have and that would be very expensive to rent a rental car. I called Lariat back on Monday to cancel my contract and request a refund and ***** was very rude and unprofessional. She kept wanting me to explain why I was cancelling. What good is a company if i cant get serviced, cant get a refund and be talked to any kind of way!! She even kept cutting me off. Apparently, she didn't want to cancel the contract but i no longer want to deal with this kind of treatment. I was told i have to write a letter to cancel my contract and IF they refund it, I will not get my full refund! I have never used their services before. I just want to be done with them. I'm very upset!

    Business Response

    Date: 07/19/2023

    To
    Whom it May Concern,


    I
    apologize that you didn't agree with the claims process with ******** **************. Please understand Lariat Automotive Group is your selling agent and has
    no authority over claims with ******** ************** The repair facility
    found an oil leak and you drove out of the repair facility, but were
    to return the next day. We also aren't sure who your repair facility
    spoke to, but none of our policies take a month to pay so I'm sorry
    for their misunderstanding. It had nothing to do with not cooperating
    with the repair facility, but simply also didn't want to follow their
    procedure on the claims process. 

    The claims adjuster at ******** requested for up to 2 years of service records since Carfax maintenance was
    inconsistent for your vehicle. ********'s contracts require this to ensure the customer is
    completing and following the recommended maintenance schedule, we have provided the document from your contract for your review. You then chose not to get them together and submit as you were also provided an email to submit them to. The ******** claim adjuster advised you to not allow the repair facility to work on the vehicle
    without prior authorization or that could potentially deny your claim. Your repair facility stated it would
    take a month when we advised it would take a total of 3 days, not
    including time if there is a parts delay which would have allowed max
    time on rental per your contract after approval. You advised the claims adjuster at ******** and the
    representative at Lariat Automotive Group that you are canceling the
    policy and the claim all together and you will pay for everything
    yourself. We completed your request and your prorated refund will be
    sent to you shortly. If you have any further questions you may
    contact customer service at ###-###-####.


    ***** ****
    ******* ******
    ******** ** ****** *********
    ###-###-####

  • Initial Complaint

    Date:06/29/2023

    Type:Sales and Advertising 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 misleading and deceptive mail from "Motor Vehicle Services" that appeared was official and coming from Toyota/dealership about repair work needed to be done in order to prevent cancellation of current warranty and classification in the system as a "high risk, pre-existing condition vehicle" - nowhere on the mail was the name of the company and I only figured out this was an extended warranty company trying to trick people after calling the number.

    Deceptive and misleading practices. shame on them.

    Business Response

    Date: 07/03/2023

    This customer has been removed from our mailing list.
  • Initial Complaint

    Date:06/06/2023

    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.
    The date of the initial transaction was February 02/21/23. The amount taken was $1,497.50. They then proceeded to take $153.33 per month until May 2023 when I reported my card lost/stolen so as it would stop. I had work done to my car in April by a reputable dealership at which said company above decided to not cover the repair although it is within the paperwork that they would. I then asked for my money to be returned as what am I paying for if I must come out of pocket in addition to services not rendered while being paid for additionally? I worry about people such as my grandmother or other people not accustomed to dealing with technology. This has been an absolutely predatory interaction. They did not provide a receipt/statement with the egregious "settlement" check refund. I would ask for the remainder of $312.43 back as that is what I am owed for this atrocity.

    Business Response

    Date: 06/08/2023

    To Whom it May Concern,

    I
    apologize, but ******** denied the claim on your policy that you had attempted
    to utilize for your vehicle. When the mileage discrepancy that was re-calculated
    placed you in the validation period of 415/1000 miles
    driven since inception (February 21, 2023), you chose to cancel and threatened
    to have your lawyer “attack” us along with asking the representative that was
    trying to give you your policies cancellation procedures, that you also didn’t
    agree with, stated “Are you (Profanity) Stupid”? several
    times and wouldn’t let any of the representatives explain that you spoke to in
    the 7 calls made to our department. Instead, on a quality control recorded line,
    you explained, “your lawyer would attack us”, you stated, “this isn’t the last
    we have heard from you”, and said, “I won’t be going away.” You have also
    corresponded through 2 emails regarding your concerns, as well as left 2 voice messages
    with your expected demands, and filed a complaint.

    We issued
    you the proper refund amount per the terms of your policy. After further review
    of the calls, it was explained to you this would only be a prorated refund that
    would be sent to you within 30 days, you called several times in that period to
    “check on the status for your case” and you were informed, the same procedures
    were being followed. You also knew the refund was prorated as we made it clear
    during your cancellation call, but at the time of your questioning of the
    refund amount on 6/6/23, you thought you had paid $1804.16, so we
    immediately sent you the credit receipt of $802.50 2/23/23 when
    you originally paid $1497.50 for your down payment directly to
    your email for your review. As well as the calculation formula of the prorated
    refund of $689.23 out of $1001.66. At this time, we will
    not be giving you a full refund as there was not a full refund due to you.

    We must
    abide by the terms and conditions of the policy you would have used if the
    mileage was able to be corrected going forward, but you chose to cancel the
    plan which we processed per your request, and we also processed your prorated refund
    in the amount of $689.23.  Again, I apologize, but there is no additional
    refund to give. I sent you the calculation of the refund, and you are still
    asking for the full amount. I have attached a copy of your cancellation/refund clause
    of your policy for your review. Every policy is followed and treated the same.

    Thank
    you, Have a great day.
  • Initial Complaint

    Date:05/10/2023

    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.
    This business has no way for me to cancel the policy. They have pretended to be *************** by sending me a fraudulant mail and tricked ** into obtaining a policy by pretending to be ***************. When we call to cancel, they put ** on hold until the phone hangs up. There is no way for ** to actually cancel the policy, but they keep calling and saying they are charging **.

    Business Response

    Date: 05/11/2023

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

    I apologize if you called to speak with customer service regarding cancelling your account. You called to speak with customer service during ********** CST, in which they are closed for lunch. I personally tested our phone lines to make sure our transfer queue was presenting the closed message and it was successful. An agent brought your call to our attention and your account was already processed for cancellation and the refund was submitted yesterday and you will see it reflect your account within 3-5 business days. You were also provided with the direct number to customer service in your initial call. We never called you to explain we would continue charging you, although stopping future payments is completely up to you, however it doesnt cancel your account. No one refused to do so either. I have attached a copy of the refund credit receipt and your tracking showing the policy was delivered to your address which contains all the direct numbers as well. Thank you for your time.

    ***************************
    Director of Client Relations

    Customer Answer

    Date: 05/11/2023

    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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