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:05/09/2023

  Type:Billing 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 my car used at a local car lot. At the time they sold me a warranty which was $30 month. I got a letter from these people listing the car lot I used and all my vehicle information stating I needed to renew my policy. So $127 starts coming out of my account because THEY LED ME TO BELIEVE IT WAS MY ORGIONAL WARRANTY. I LIVE ON SOCIAL SECURITY! $1,300 monthly. Only when I reached out to cancel this because I could no longer afford it did I find out I had been tricked/scammed. Now cannot get ahold of anyone to cancel this!!! I am in Hospital trying to cancel a Bill I can no longer afford. I do not have access to my paperwork right now. I will be going to a Rehabilitation location for unknown length of time. My sister has picked up my mail for me and brought to me once a week. Please help. I was totally misled. They should not be allowed to prey on older people!! Especially those on very fixed incomes!

  Business Response

  Date: 05/10/2023

  To whom it May Concern,
  
  I apologize, but none of our
  notices state anything about a renewal, so I’m unsure of the confusion. Our
  notices are only based off the timeframe for the factory coverage. We are not
  aware if you have coverage through anyone else since our databases are not
  shared with anyone else. Just the same as we don’t have access to any dealership
  databases. You contacted us on May 9, 2023, stating you wanted to cancel, and
  we cancelled your account. This was the ONLY time your phone number came up on
  a quality assurance report since inception on June 8, 2022. If you can’t afford
  the policy, we understand, there was no “preying” on anyone done here. You
  could have contacted us to cancel before you went into the hospital as well,
  and we would have cancelled you the same way, our procedures are still the same.
  I was also able to review your first phone call with the representative when
  you set up the policy and you had stated the car was purchased a week prior to
  the inception date and not one time mentioned you bought coverage the week
  prior nor was a “renewal” spoke of.
  
  You asked the activation agent how
  to “activate” your coverage after they explained what we were able to offer
  you. After further investigation of this claim, at this time you are absolutely
  entitled to a prorated refund which will be sent to you at the address on file
  within 30 days of your cancellation date of May 9, 2023. You weren’t prompted
  or asked to submit pictures to cancel the policy, although we are sorry you are
  ill. We gladly got your account cancelled and the refund process has started
  per your request. I have attached your cancel procedures as well as the tracking information showing the policy was delivered to your address on June 14, 2022. If you
  have any further questions or concerns, our number is ###-###-####.
  
  Thank you,
  ******* ******
  ******** ** ****** *********

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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 simply asked for a refund of the two charges that was made from my account that I did not even get to take advantage of and when I did ask for the refund multiple times after telling them I didn’t have money I finally was able to just tell them no and there is no deal that I want that they kept offering. I was told that I’d have to write a letter for a refund of my money and that they just keep it if I don’t. I didn’t have to write a letter to pay. Nor did y’all hesitate to take my money out of my account but they make it difficult to receive MY money back considering that I am a working single mother so they can pocket your money. This “policy” should definitely be changed or the customer should be warned before purchase from the consumers mouth themselves

  Business Response

  Date: 04/17/2023

  To
  Whom it May Concern,
  
  I
  apologize you are not happy with the outcome of the refund amount, but when
  your account was cancelled, you were indeed outside your review period of 30
  days for a full refund. On February 9, 2023, you initially only paid $50.00 out
  of the full $199.00 down payment requested and on February 27, 2023, we waived
  the $149.00 to help you out. You also paid one monthly payment of $107.75
  totaling $157.21. You called in to cancel on March 14, 2023, and asked for a
  refund, at that time you were advised to submit your letter for cancellation.
  Carguard also offers a consumer to print a cancellation form off the website
  and send it to them directly. We advised on the same call your prorated refund
  would take up to 30 business days to process and send.
  
  You
  contacted customer service again @ ###-###-#### on April 3, 2023, to let us
  know you “didn’t feel like” sending a letter and asked, “can we just send the
  refund without it?” We explained we couldn’t waive it due to the contract
  asking for that upon cancellation by phone. You then asked if you could just
  reinstate the policy and we advised we couldn’t reinstate the account after 15
  days of cancellation. You stated to the representative that you didn’t want to
  start a new policy and that you would just send in your letter. You wrote “I
  was told that I’d have to write a letter for a refund of my money and that they
  just keep it if I don’t.” After reviewing the calls between you, activation,
  & customer service this was never stated to you, although we did explain
  that we require notice to cancel in writing or email and you chose to do
  neither. Every company has their own cancellation and refund policy. We require
  a letter for the release of funds when an account is cancelled early.
  
  It
  was stated to you twice in the initial call with your activation specialist informing
  you of the 30-day review period to get a full refund. We tried to offer you a
  discount on the policy since after purchasing stated you couldn’t afford the
  initial agreement. Regardless of if you use the services or not, we were still
  liable for your repairs during the time your coverage was active. We must abide
  by the terms and conditions of your policy. And since you have yet to send your
  written notice releasing your liability to the contract, we will gladly use
  your complaint as your written notice to cancel. We will be sending your
  prorated refund out no later than April 21, 2023, to the address on file. We have also provided where it states in the contract you purchased, how to cancel the contract by sending it in writing. We as a company or selling agent choose to cancel by phone to stop all payments, but still require the letter to release liability to the contract and services.
  
  Thank
  you,
  ******* ******
  ******** ** ****** *********
  ###-###-####

• Initial Complaint

  Date:03/24/2023

  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.

  Had trouble with my truck, I paid for some work to be done forgot about insurance, Ac quit, last week mechanic had to fix the AC unit, did not have time to see what caused it. and set appointment for March 23rd. found out broken motor mounts. Called Lariet Automotive Group Contract ************. He called the insurance company on March 23rdand they denied claim that I did not take care of it immediately. Today is March 24th. I did not know I had broken motor mounts until March 23rd. Can't call before know problem. Truck had set in driveway until appointment. They are refusing to pay for any repair work. It is covered but keep saying did not take immediate action.

  Business Response

  Date: 03/30/2023

  To Whom it May Concern,
  
  I would like to start off
  by saying we apologize that the outcome of your claim experience was
  unsatisfactory to you. So much so that you felt a review and complaint was
  necessary. I want to express that we do not take complaints or reviews lightly
  and give the best effort into each situation and try to come forth with the
  best solution utilizing the tools including the terms, conditions, and
  procedures of the policy. After investigating the concerns that you had stated
  in your complaint and review, we were able to determine otherwise regarding the
  outcome of the claim to be in ********** favor regarding the denial.
  
  I want to first address
  that you did not ever contact Lariat Automotive Group regarding anything about
  your claim. You did however, contact ******** ************** regarding your
  claim on contract number *********** on March 23, 2023, due to a repair request
  on your engine’s motor mounts. You stated to the claims adjuster that you had
  the AC repaired 2 weeks prior and had forgotten to file the claim because you
  forgot you had active coverage which is determined not our fault and
  unfortunately do not reimburse repair work that isn’t filed through the claims
  department. You also at that time didn’t have them repair the jerking or thud
  issue when you were having them repair the AC issue and at that time made an
  appointment to bring the vehicle back and drove the vehicle out of the repair
  facility. You also stated to the claims adjuster that you drove the vehicle for
  2 more weeks after that before bringing it in to file the claim on your
  scheduled appointment day. I have shared the contract documentation supporting
  this concern. 
  
  You stated to the claims
  adjuster on March 23, 2023, the engine’s motor mounts issue had been going on
  about a month and you described to him “the vehicle felt funny, wasn't driving
  right, was jerking, pulling, shaking a little, abnormally vibrating all mostly
  when driving – and first noticed the issue within the last
  3 weeks and stated the thud started a month ago.” (Your words on recorded
  QA call) So, yes, the claim was denied due to Continued Operation on March 24,
  2023. You also didn’t utilize the roadside assistance to tow the vehicle in
  when the issue started to happen a month prior. I have shared the contract
  documentation supporting this concern as well.
  
  Unfortunately, we don’t
  feel it to be fair for us to remain at fault for a consumer not utilizing the
  coverage correctly or “forgetting” they had the services. We must abide by the
  terms and conditions of the policy at hand. With that being said, the claim
  with ******** ************** will remain denied for Continued Operation. We
  have not heard from you otherwise regarding any cancellation request in writing
  or over the phone. Currently, you are entitled to a prorated refund if you wish
  to cancel, please contact us at Lariat Automotive Group at **************.
  
  Thank you,
  ******* ******
  ******** ** ****** ********

  Customer Answer

  Date: 03/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Lariet had asked leading questions and has manipulated my answers. In February 2023 The truck started acting funny. I took the truck to ****** ***** *** dealer (where I bought truck) who said my problem was tie rods ends need replacement, brakes, transmission oil changed and cabin air filter. I shopped around and found *** ** ** who fixed the items and I paid them. Neither place mentioned anything about motor mounts. In March my AC went. I ended up taking it to ******** ******** ********** ****** On March 17th. **** had it and asked if I had an extended warranty and replaced the AC. When I left **** said if I have problems to let him know and I drove it off the lot. I called him and said it did not appear right and he said he could work me in on March 23rd. (I had only driven the vehicle 5 miles.) On March 23rd **** called me and told me I had broken motor mounts. He then called Lariet at *** ********. They told him he should have driven the truck and he told them he does not usually drive vehicle for AC issues. They also told **** that I knew of the problem for over two months and were not going to tell me why they were denying my case. I called and all they said I did not do it in a timely matter. I got loud and the agent cut me off. I am a not a mechanic and did not know of motor mount issue until the 23rd. The truck was left at the shop until the motor mounts were replaced. On March 27th I paid $1,204.65 to get my truck back. The items they are talking about were the issues I initially took the truck to **** and *** ** ** and got fixed and I am not asking for refund on those issues which I now believe were covered. I am only asking for refund from Motor mount work. I had paid in full over $2,700 for plan which covers until 109.028 miles. I have 199,812 miles.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car into my mechanic for a knocking noise and they stated the engine needed to be replaced. I sent them all my service records they denied claim because I continued to drive the vehicle and they indicate cause more damage. I guess they are mechanics too (yea right), my mechanic says no further damage would of cause harm once the knocking started plus the mileage you can see on the vehicle, also I towed the car to my mechanic shop if I wanted to drive it I would of instead of paying for tow. They didn't send an adjuster or anything they just denied the claim. Waste of time and money, don't buy overpriced and they find any way not to pay claims just like all other insurance companies.

  Business Response

  Date: 03/23/2023

  To Whom it May Concern,
  We apologize you are upset regarding the outcome of your
  vehicle not being repaired. It is stated in your service contract on Page 9
  below SECTION V. WHAT IS NOT COVERED “Damage caused by continued operation of
  an impaired vehicle.” It is also stated on page 11 within the same SECTION
  V. WHAT IS NOT COVERED, “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.” According to the claims adjuster, your mechanic reported metal
  shavings due to internal knocking. This was determined to cause further damage
  when driving the vehicle. You first stated to the adjuster you drove for a week
  to and from work, then 2 weeks later stated you drove a couple miles. Unfortunately, we are not able to override a decision regarding a
  denied claim, that is all handled directly through your administrator, which in
  this case was ******** Administration. Thank you for your time.

  Customer Answer

  Date: 03/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Unless the adjuster is a certified ASE mechanic as well as an adjuster then I need them to stick to their expertise, my repair facility already told me whether or not the vehicle was continued driven would not have made a difference with the knocking or made matters any worse.  I also work from home and can show evidence that I work from home as well you could check the odometer to see how much the car has been driven.  I also, have proof that I towed the car to the facility not drive it there it would make no sense that I would tow to the repair facility if supposedly kept driving it.  Anyways I already figured you'd find some loophole not to repair my vehicle and didn't even send anyone out to inspect, at this point please cancel my policy and refund my full policy amount I've paid in since account was opened would be appreciated.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 03/27/2023

  To whom it may concern,

  I apologize you aren't happy with the detailed end result. Unfortunately continued operation is continued operation no matter if your mechanic and the adjuster disagreed there were metal shavings present with the knocking so there were damages caused from continued operation of the knocking rods with more evidence than a couple miles.

  It's stated in the claim, "Customer was asked when the issues started. The customer stated the issues started last week and has also stated he continued to drive vehicle for about a week. The customer also stated he did not take in sooner because of work, and making an appointment."

  Once "Continued Operation" was determined as the reason for your claim being denied, only then you stated you only drove it a couple miles and that it remained parked until you were able to take it in. Your claim with ******** will remain denied due to the terms and conditions of the policy. I have previously provided the documentation supporting your Administrator, ********'s decision. Thank you. ******* ******

  Business Response

  Date: 03/27/2023

  To whom it may concern,

  We also would like to add that we will be issuing your prorated refund within 30 days of your cancellation request. Thank you.

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  
  What does this mean I will be getting refunded the full amount of what I've put into plan? 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/12/2023

  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.

  I fell prey to Lariat Automotive's scam in November 2022 after purchasing a car through *******. I was upsold on unnecessary coverage through a plan that would see me paying over $3500 over the course of 12 months. By the time I realized I had fallen victim to a scam, I had already sunk $931 into their unnecessary coverage. In order to cancel my plan, I had to call over five phone numbers, many of which either went straight to voicemail or left me on hold. Additionally, requesting a refund requires sending in a letter to their offices, and I was told that my refund would be prorated. I am still awaiting word on if I will receive any refund at all. Please pursue coverage elsewhere and DO NOT make the same mistake I did.

  Business Response

  Date: 01/13/2023

  To whom it may concern,
  
  We apologize that you chose to no longer carry your coverage, but we can assure you “scam” is far from what you were experiencing. You contacted us after receiving our information regarding your Factory Coverage expiring or getting ready to, at 36,000 miles. You purchased a platinum plan through Integrity to cover your vehicle until 11/22/2026 or 101,000 miles. Yes, you were paying it off in 12 months for 4 years of coverage being received. You are referring to calling several numbers to cancel when we only have one, which is the customer service number at **************, you spoke to a representative, and we gladly cancelled your account and provided the refund procedure. You continued to call several numbers after you had already been cancelled and left a nice message on our voicemail regarding cancellation, but again your account was already taken care of per your request. Upon reviewing your cancellation call, you didn’t call in to cancel because of your “scam” concerns, you called in to state you could no longer make the payments due to affordability and just wanted to retain car insurance on the vehicle, we understood and complied with your request. After further reviewing all the calls between you and our company, which we record all of them for quality assurance for this very reason, can only speculate that you disagree with only receiving a prorated refund per the terms of your policy, which we have provided a copy for your review if there are still questions regarding that. We do not provide an exact amount of the refund until processing is completed so as to not provide the wrong amount being sent. We will continue to await your refund request in writing, and we will send your prorated refund as soon as the process is completed. Upon completion of reviewing this concern, we will be following normal procedures regarding our refund process. If you have further questions regarding this matter, please contact customer service at *************** Monday through Friday 8AM-5PM Central Standard time. Thank you, ******* ******

• Initial Complaint

  Date:12/20/2022

  Type:Billing 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 fell for this scam and purchased some plan but once i realized it was a scam they had charged me $400 so i had my bank dispute it, then i changed my card and somehow they still charged me this month. I just called customer service to cancel and the lady kept trying to make me keep the plan asking me about "are you aware of the inflation of services?" yes idc i still want to cancel. She said she did and that I would get my money back because i was within the 30 days but I never got an email confirmation even though she said she would send it. this is bogus and a load of **** ***

  Business Response

  Date: 12/22/2022

  Attached are the documents supporting this complaint. Please let me know if you need anything further. Thank you.

• Initial Complaint

  Date:10/29/2022

  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 received a postcard from this company telling me I needed to get a extended warranty on my car. I thought it was a legit business so I said we would do it monthly and only one withdrawal from my credit card, after that I wanted statement mailed to me. Well after they took the ****** out my bank called me and said they were a scam. I tried to call them and asked for my refund back and to cancel insurance. The lady ****** said she would do this and I should receive my money back in 48 to 72 hrs, That hasn't happened and now I will have to change my card number as well. I am so depressed over this transaction and losing my money.

  Customer Answer

  Date: 10/31/2022

  The company refunded me the money. 

• Initial Complaint

  Date:10/17/2022

  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 purchased a vehicle protection plan not knowing it was a 3rd party group. I already have my car protected with the dealership itself. I just want to cancel the vehicle protection plan. Was on the phone with a representative for around 18 mins trying to cancel the plan but they just kept avoiding task in cancelling and instead firmly wanted me to keep the plan and even add more payments.

  Business Response

  Date: 10/18/2022

  *** *******
  
  I
  apologize for the misunderstanding in the process of the cancellation of your
  account. Your account was set up yesterday October 17, 2022, and you contacted
  customer service to cancel, which only took 10 minutes. It is their job in
  customer service to ask questions regarding the decision to cancel just minutes
  after you set this up the contract only because you stated in the initial call
  you knew it was extended coverage that you were purchasing and that you only
  had a year left on your current policy, so we offered you a 4 year plan instead
  of a 3 year plan at no additional cost to you. Your only concern was that our
  coverage covered you on comprehensive components.
  
  Your
  reason for cancellation was stated to ****** that you couldn’t afford the plan,
  so you spoke with ****** to discuss a discounted rate. You declined the offer,
  and your account was cancelled, and the payment was voided, and you were
  emailed the refund confirmation at the email address provided ***********************, and I have
  provided a copy of the email for your review.
  
  Again,
  this account was cancelled and refunded on the same phone call, however *** ****** disconnected the call during the process of cancellation. The
  representative did call him back and left him a detailed message to return our
  call, but that doesn’t stop the cancellation process and his coverage was
  cancelled per his request. If you have any additional questions, please don’t
  hesitate to give me a call directly at 636-203-8306.
  
  Thank
  you,
  ******* ******
  Director of Client
  Relations

• Initial Complaint

  Date:10/04/2022

  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.

  On October 3,2022, I got a card in the mail recently that stated I needed to replace my factory warranty on a car that I had just purchased. That same day, I called and spoke with someone and agreed to re-register my car for the plan, that I thought was coming from Motor Vehicle Services, which was advertised. I paid the down payment of $50 over the phone and was told that I could cancel for free, within the first 30 days. After contacting the dealership and the manufacturer of my car, I definitely know that this is a scam. I tried calling in to cancel my policy, but every time I connect to someone and let them know why I’m calling, I get put on hold. I called the number on the back of the card initially, but if you call the customer service numbers, they immediately send you to voicemail. Now seeing the reviews from people who are experiencing the same thing, I am concerned and alerted my bank that this is a fraudulent transaction. All I am asking for is confirmation that my plan has been cancelled and I will not be charged anything on my debit card.

  Business Response

  Date: 10/05/2022

  *** *********
  
  I
  apologize for any way you felt in your experience with us. We do not take
  consumer complaints lightly as we thoroughly investigate every complaint to
  make sure we are doing everything on our end here at Lariat Automotive Group to
  ensure all our representatives and departments are following the consumer
  guidelines we have sent in place here to avoid a consumer complaint against us
  or our policies.
  
  You
  are most definitely correct in stating that you can cancel our coverage without
  being charged a cancellation fee within the first 30 days to receive your full
  refund. You had set up the policy on October 3, 2022, with a down payment of $147.00
  which you only had $50 to put down, so we allowed you to set up a split payment
  to help you out and you arranged to pay the remaining balance of $97 on
  10/7/2022.
  
  However,
  after further investigation of the complaint at hand, I was able to find that
  the only call that was picked up by us was when you called in to the activation
  department. So, unless you called from a different number than ************* I
  am unable to find a series of calls of you be transferred around at any time
  with a ***** area code. Our representatives do not have the option to switch
  you to a voicemail, as there is only a voicemail set up after hours and at this
  time, I do not have any messages stating this concern as to you simply wanting
  to cancel left on my afterhours voicemail as well.
  
  No one
  has refused that to you at all. We cancel out customers all the time who do not
  wish to keep their service as we only want consumers who want their coverage.
  You have been cancelled out and refunded at this time. You received a notice in
  the mail because you bought the vehicle used and were approaching the expire
  mileage on the factory warranty. It was clear to us that when the
  representative explained to you what this policy was, were under the impression
  that you understood what it was that you were purchasing on October 3, 2022. You
  even explained you have a noise that the car was making right now, but we
  explained to you that you will still be able to utilize your factory coverage
  and you again seemed to understand.
  
  As far
  as an explanation of the experience you had, I found no other calls besides the
  one with your selling agent. We take pride in answering all our calls in a
  timely and professional manner as well as notating every file that comes into
  our phones, which wasn’t the case at this time, so I’m sorry we couldn’t find
  that issue. Please contact our office regarding this matter if you have any
  further concerns at 1-888-230-3311.
  
  Thank you,
  
  ******* ******
  ******** ** ****** *********
  ************** **** ******** ** *** *******

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: Like I mentioned in my response, I did NOT know that I was taking out a new policy, I did mention to the representative that I’m not sure of anything that related to insurance and policies since it was my first vehicle purchase. I am attaching all the calls I made to your business on yesterday , because I kept getting disconnected and I did in fact let Stacy know in the activation department and she kept redirecting me. Yes I did only have 50 dollars to put down as a down payment since I am currently still in college and don’t have the funds directly, yet that doesn’t take away from the fact that I called my dealership and the manufacturer and still have a policy through them when I initially bought the car. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 10/07/2022

  **** *********
  I appreciate you letting us know you are rejecting the previous
  response, and I am sorry to hear that, however at this time, the resolution of
  your initial complaint was to cancel the account and receive a full refund of
  the initial $50 deposit solely based off your misunderstanding of the policy
  you had purchased on October 3, 2022. I’m not sure at this point what else I am
  able to offer you since I completed your initial request?
  I wasn’t stating anything about why you made a $50 deposit
  other than we gave you the option to help you out. Just like setting up the
  coverage you also made the decision to cancel, which is completed. Also as
  previously stated in my first response, since your account is cancelled, and we
  reversed your $50 back to your account and you will see in 3-5 business days. Clearly not every review is bad and we are most definitely not a scam and do provide a really reputable service.
  Again, as
  far as an explanation of the experience you had, we take pride in answering all
  our calls in a timely and professional manner, I’m sorry you were unable to
  wait on hold to speak with customer service, I’m not denying you were trying to
  contact us, just that the calls weren’t registering properly and you didn’t
  wait on hold when they were finally able to transfer you. Please contact our
  office regarding this matter if you have any further concerns at
  ***************
  
  ***** ****
  
  ******* ******
  ******** ** ****** *********
  ************** **** ******** ** *** *******