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:09/06/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car broke down and I called this company to inform them. We asked for a tow truck and they responded they didn&#**;t do that service although they told me they did when I signed up. I got it to the shop. The shop reached out to them to send them the paperwork. It took five days for the company to respond and they denied the claim. They claimed they never received the information regarding the claim and it was sent to them. They also failed to tell me they were closing early on the day I was reporting the claim. I got the car fixed.

  Business Response

  Date: 09/21/2022

  Azlo Auto does not administer any policy and does not pay out any claims on policies.  In this case, ************************* is the administrator for the policy, and it is responsible for approving or denying any claims.

  On 04/09/2020, *************************** purchased, from our company, a service contract for her vehicle administered by *************************.  On Saturday, 05/07/2022, at 9:45 am, a claim was opened by the repair shop that **************** brought her vehicle.  Please not that Endurance's claim department is open until 3pm on Saturdays.  The shop did not call in the claim to Endurance until Monday, May 10th, after the repairs had already been completed on ******************** vehicle.  It was then that Endurance informed the customer that they were denying the claim due to the claim not being preauthorized by Endurance previous to the work being performed on the vehicle.  This is listed on line #4 under "Filing a Breakdown Claim" in the policy and this is exactly how it reads:

  4. Obtain Authorization from the Administrator - Prior to any repair being made, instruct the service manager at the licensed repair facility to contact the Administrator to obtain an authorization for the claim at ************.  Any claim for repairs without prior authorization will not be covered except as provided under Emergency Repairs.

  *This also did not fall under emergency repairs because Endurance's claim department was open until 3pm and the claim was opened by the repair shop at 9:45 am.

  Also, it is worth noting, the policy that *************************** has on her vehicle is an exclusionary policy, which is the highest level of coverage that we offer.  Even though this issue was not covered because of the "no prior preauthorization," her vehicle has been covered and is still covered for the majority of mechanical and electrical components.

  As stated earlier, Azlo Auto is only the seller of the policy and has no authority to authorize any claim.  That sole authority is designated to *************************.  The only authority Azlo Auto has listed in ******************** desired resolutions, is to cancel the policy and provide *************************** a prorated refund.  We will attempt to contact *************************** to see if this is sufficient resolution.

  We hope that this matter is now closed in respect to *************************** and Azlo Auto.  If there is anything else that Azlo Auto can do to further assist in complaint #********, please notify.

  Customer Answer

  Date: 09/29/2022

  I am accepting the business' response.  

  Customer Answer

  Date: 10/17/2022

  I have not received the refund of approximately $1500 as they promised.

  Customer Answer

  Date: 11/07/2022

  We have received the refund and the complaint has been resolved.