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:05/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 turned in the car at *********** **************** in ******, ********, on April 21, 2025. The car transmission has a problem with the gear change when the manual shifter is used. It took one week to figure out the problem and send the claims to Merit Administration. It took two days to get responses from Merit, and they said that they had missed documents from me and the dealership about the repair and the care of the vehicle. We both sent the documents that they asked for. On Monday of May 5, Merit responded that we were still missing a document from an oil change and the dealership GDS2 report, and a photo of the vehicle mileage. I sent the final document for the oil change. On Wednesday, I called Merit and asked for an update, and they told me that they didn't receive the GDS2 report and the photo from the dealership. I called the dealership to make sure they sent it, and they resent the document again to them. On Friday, I called Merit, and they still told me that they haven't sent the report and photo. I make a conference call with both Merit and the dealership and talk with each other about those missing documents. It took a while, but was able to receive the final documents. On May 13, 2025, Merit declined the claim due to a misdiagnosis of the vehicle, which Merit claims that the Module is the only part needed to get fixed. The dealership claims that the Module and the gear shifter needed to be fixed due to a short out that could have fried the module again. I made a final conference call, and nothing was done; and the claim got declined. On May 9, I made the call to get the car fixed due to the long wait and paying too much for a rental car. The vehicle was done on May 14, and I tested the car gears, and it fixed. I called Merit one more time before I take action, and they are still denying me.

• Initial Complaint

  Date:05/01/2025

  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.

  Merit is a COMPLETE SCAM!! 04/22/25 They will try to find any reason to deny your claim. We paid for years into this good for nothing warranty. Tried to file a claim on $300 they fighting the shop on everything!! Shop told me they would settle it for me so I didnt have to deal with Merit and let me pick up my car. And told us to get rid of the warranty. Then months later 04/22/25 I have another issue so we take it back. Car is at the shop all week waiting on Merit to approve the claim. No work being done. Need to get to work so shop says pick it up drive it around see how it does cause some issues may have worked themselves out with the oil change while we wait on Merit. So we do so on a Saturday. I call Merit Tuesday like hello still no update. They say they were calling me. Which they did not. Needed service recs. I sent what we had and some work we did ourselves cause it was minor. A fuel pump, oil change. I call back Thursday like still no update? She says well now the shop hasnt sent over records I said lies I just got off the phone with them they sent over everything and I said to call them on 3 way she did not want to said it wouldnt matter cause picking the car up will void the claim anyway. The customer service is trash. They denied my claim for no reason other than they are looking for reasons to deny it.

  Business Response

  Date: 05/12/2025

  Dear Better Business Bureau and Ms. **************** you for the opportunity to respond to the concerns raised regarding the claims filed under Ms. ******* vehicle service contract with Merit Administration. We understand how frustrating it can be when a vehicle requires repairs, and we sincerely regret that your recent experience did not meet your expectations. Our goal is to provide clear, fair, and timely service to all contract holders.
  We would first like to address your concern regarding the initial claim. Contrary to the statement that Merit did nothing, our records show that the first claim filed in November 2024 was fully approved and paid. On November 18, 2024, Merit Administration issued a payment of $357.94 directly to the repair facility for the authorized repairs. Our team maintained communication with the shop to ensure all documentation was received and payment was made promptly so that the work could proceed without delay.
  With regard to your second claim filed in April 2025, our records reflect that we promptly began the review process, which required the submission of service and maintenance records as well as diagnostic documentation from the repair facility. Between April 24 and April 28, 2025, our representatives made several attempts to obtain the necessary records from both you and the repair facility. Although the requested documents were eventually received on April 28, it was confirmed by the repair facility that the vehicle had been released to you and driven starting April 26, prior to our claims decision.
  As outlined in your vehicle service contract, continued operation of the vehicle after a known mechanical failure can result in additional damage and may void eligibility for coverage. Because the vehicle was driven under these conditions, the claim was unfortunately denied in accordance with those terms. This decision was communicated to both you and the repair facility on May 6, 2025.
  We understand your concerns about your interactions with our customer service team. Our internal notes reflect numerous outreach efforts on our part to provide updates and request necessary information. That said, we regret if any part of this process felt unclear or unsatisfactory. We are always working to improve communication and service quality and will ensure your feedback is taken into account.
  To summarize: your first claim in November 2024 was approved and paid in full, while the April 2025 claim was denied based on a violation of contract terms concerning continued vehicle operation. We regret any frustration or inconvenience this situation may have caused. If you have any additional documentation or information that you believe may impact this decision, we welcome the opportunity to review it. Please feel free to contact our office at your convenience.

  Customer Answer

  Date: 05/13/2025

  Complaint: 23276054
  
  I have reviewed the business' response and am rejecting it because: When we took the car to the shop in November we were in contact with the shop who filed the claim. We were in communication with them and every time we spoke it was Merit has not approved anything. They let us go before you all settled anything because unlike Merit they put the customer first. We do not have weeks to sit around while you look for reasons to deny our claims. You may have paid the shop at a later date. As for my recent claim. You all had the wrong number and I provided it to the rep. ***** once did they call ME! Zero communication from Merit to ME. I had to call and find out what was the hold up. The shop sent everything you all asked for and sent me copies. Again they were the only ones to communicate with ME. You all expect someone to be without a car for days and weeks while you scour the warranty to look for an exclusion. You do this to everyone we all have the same complaints. Every review is about the same thing. We have paid thousands into these warranties there should not be any issues when we need to use it! There is a reason you are not accredited with BBB. I learned my ****** with Merit and will inform everyone of the same. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/25/2025

  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 took my vehicle to be repaired, and submitted the claim with the business, and after 2 days they denied my claim, stating they were not going to cover it, and that it was a GM issue, but when I contact ** they do not have any recalls on the gear shifter.

  Customer Answer

  Date: 04/25/2025

  ***They also would not cover other work that should have been covered in my bumper to bumper warranty, which included a diagnostic check the repair shop had to do and in their findings I needed other things done which would cost about $5000, but should also be covered under my warranty that the business is refusing to cover.

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint filed by Ms. ******* ****** regarding her recent claim submission. We appreciate every customer who places their trust in our vehicle protection services and strive to ensure all claims are evaluated fairly and in accordance with the terms and conditions of their service agreement.
  Background of the Claim:
  Ms. ****** submitted a claim related to a gear shifter issue with her vehicle. Upon receipt of the claim, our claims team promptly engaged with the repair facility and initiated the standard process of evaluating the cause of failure. We requested several key documents, including the repair order, failure photos, freeze frame data, and maintenance records covering the last 12 months, which are necessary to determine eligibility.
  Throughout this process, we maintained contact with both the customer and the repair facility to obtain the required documentation. It is noted in our internal logs that several follow-up communications occurred between April 22 and April 24, 2025, including multiple requests for supporting documentation to fully assess the claim.
  Claim Decision:
  After a thorough review, the claim was denied based on the following:
  The diagnosis revealed a pre-existing condition, specifically a significant oil leak from the upper oil pan and pressure tube at the crank cap.
  This condition is consistent with long-term leakage, which existed prior to the activation of the coverage and is therefore not eligible for reimbursement under the terms of the contract.
  We also understand Ms. ****** referenced being told the issue was a "** recall." However, our claim was not denied on that basis. The decision was strictly made due to the pre-existing condition exclusion defined in the contract.
  Customer Service Interaction:
  Our records show that Ms. ****** was emotional during the process, and we understand this has been a frustrating experience for her. We made efforts to explain the decision and communicate professionally at every stage. While we respect her right to seek additional opinions or legal counsel, we remain confident that the claim was handled correctly and according to the policy guidelines.
  Closing:
  Merit Administration is committed to fair and transparent claim handling. We regret that Ms. ****** was dissatisfied with the outcome but must uphold the standards set forth in our service agreements to ensure consistency and fairness to all contract holders.
  If Ms. ****** has additional documentation that she believes supports her claim, we remain open to reviewing it.

• Initial Complaint

  Date:10/28/2024

  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.

  October ******* Merit my extended warranty denied me to pay for repairs for my car being serviced at the dealership. *** never used my warranty until now *** had it since September ******. My repairs were a total of $3600

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for forwarding Ms. ********* complaint to us. We appreciate the opportunity to respond and clarify the reason for the denial of her recent warranty claim.
  Ms. ******* submitted a claim on October 21, 2024, for repairs related to sway bar links and a left engine mount. During the review process, it was noted that her vehicle had exceeded the required service interval by over ****** miles since the last documented maintenance. According to the terms of her warranty policy, consistent maintenance is necessary to maintain coverage eligibility, including adherence to service intervals. Unfortunately, the lack of required maintenance records prevented us from approving the claim.
  Our team reached out to Ms. ******* to request any additional service documentation that might support her claim. However, after a thorough review of the available records, the claim remained denied due to non-compliance with the maintenance requirements.
  We understand that Ms. ******* is disappointed by this outcome. Should she wish to cancel her coverage, we are happy to assist in that process and will notify our administrative team to facilitate her request.
  Thank you for allowing us the opportunity to clarify this matter.

• Initial Complaint

  Date:10/08/2024

  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.

  I bought an extended warranty from Merit for my 2017 ***** suburban in April 2023 for $3502. In August 2024 while traveling cross country my transmission went out at right around 150k miles. I bought the vehicle used with right at 103k miles and planned to get the transmission serviced at my destination because it would be at the 50K miles point and I knew it would need the service. I didnt know that it hadnt had any transmission services done before I had purchased it. I did all required maintenance on the vehicle at the appropriate times. Merit is refusing to pay for the transmission even though it is covered in the extended warranty or even helping cover half.

  Business Response

  Date: 10/24/2024

  Consumer will have to contact us directly. 

  Customer Answer

  Date: 10/25/2024

  Complaint: 22398328
  
  I have reviewed the business' response and am rejecting it because: I have been in contact with the business since the transmission went out and tried to come to some kind of settlement with them weather it was them paying half or any kind of help from them to get the vehicle fixed. 
  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for bringing ***** ****** concerns to our attention. We understand the frustration shes experiencing regarding her denied transmission repair claim, and we are committed to clarifying the reasoning behind this decision.
  After reviewing Ms. ******* warranty policy and service records, we found that her claim was denied under Exclusion #9/I of the policy due to a lack of necessary maintenance records for the transmission service interval. Ms. ***** purchased the vehicle with approximately ******* miles, and the policy specifies that transmission service is required at intervals of ****** miles. However, there is no record of the required transmission service at the 135,000-mile interval, which is vital for ensuring continued coverage under the terms of the warranty.
  Our representatives worked diligently to explain this policy requirement to Ms. ***** on multiple occasions and provided her with all necessary documentation to clarify the coverage terms and exclusions. We understand she expressed dissatisfaction with the outcome, and we sincerely regret any frustration caused by the decision.
  Please be assured that our policies are in place to provide fair and consistent coverage to all customers based on their adherence to maintenance guidelines, which are necessary to uphold the integrity of the warranty. While we empathize with Ms. ****** situation, the terms of her warranty do not allow for coverage of this claim due to non-compliance with these maintenance requirements.
  If further clarification is needed, we remain available to discuss any additional questions regarding the warranty terms.

• Initial Complaint

  Date:08/28/2024

  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 pay monthly for an extended warranty. The part on my car needs replacing and is covered under my warranty but was denied because I drove the car from the mechanics to a store in which the car seized on me for other reasons and was towed back to the mechanics. They denied it because they stated I continued to drive the car while waiting to see if they would cover the work that should be covered. It took a total of 8 days for them to deny my claim I have been without a car for 8 days because they took so long to respond back to the mechanic. I want this insurance company to pay for the repair that I have been paying them for every month. It is not right that they should get away with this kind of stuff. We purchase extended warranties to feel safe in our purchase companies like this distroy people lives and makes me never trust another extended warranty company.

  Business Response

  Date: 09/12/2024

  Dear Better Business Bureau and ****************,
  Thank you for bringing this matter to our attention. We understand the frustration that vehicle repairs can cause and appreciate the opportunity to address your concerns.
  Upon reviewing ****************** claim, we would like to provide a timeline and clarification of the events leading to the claim denial:
  The claim was initially called in on the late afternoon of Friday, 8/23/2024. At that time, we informed the repair facility that we would require an estimate, diagnostic report, and the vehicles maintenance records to process the claim.
  On Monday, 8/26/2024, late afternoon, we were contacted by the repair facility again. At that time, we communicated that we were still awaiting the necessary maintenance records and the part numbers for the repair in question.
  On Tuesday, 8/27/2024, we had further discussions with the repair facility, during which it was confirmed that there were no maintenance records available for the vehicle. We explained that these records are required per the policy for claim evaluation, and this was communicated to both the repair facility and ****************.
  It was also confirmed that the vehicle was driven away from the repair facility on 8/23/2024, after which it stalled and had to be towed back. During this period, the repair facility cleared the codes, and they had been test driving the vehicle to try to reproduce the codes.
  On Wednesday, 8/28/2024, the claim was denied due to continuation of use, which is a stated exclusion in the policy. This exclusion applies when a vehicle is driven after a mechanical issue is identified and has the potential to cause further damage. In this case, the vehicle was driven after the issue was discovered, and the repair was not completed, thus leading to the claims denial.
  We understand the inconvenience this situation has caused, but based on the policy terms and the outlined exclusion for continuation of use, we were unable to approve the repair.
  We strive to process claims as efficiently as possible, and we regret any delay that may have occurred during this time. However, the denial was based on the specific terms of the policy, which were followed accordingly in this case.
  If there are any additional questions or concerns, we are happy to address them further. We value **************** as a customer and are committed to providing clarity on our process.

• Initial Complaint

  Date:06/20/2024

  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 extended for my used ******* Santa Fe because my engine was broken and they found a loophole so they don&#**;t have to pay for a new one so not only are they a terrible company, they don&#**;t honor their agreements so if you are looking for a good insurance company, don&#**;t choose this one, and their customer service is terrible, for instance when you call them to get an explanation on a problem they have an attitude. Both ******* ******** and H32**3233353331353830H was giving me the run around. Hopefully the plan is to take them to court and get my money back.I would like for them to repair my car or give me my money back.

  Business Response

  Date: 06/24/2024

  Dear ****************,
  Thank you for contacting us regarding the denial of your recent claim. We understand your frustration and appreciate the opportunity to provide further clarification.
  Based on the inspector's report and the pictures provided, it has been determined that your vehicle is experiencing a failure of the valve on cylinder 2, which is causing a loss of compression. The recommended repair involves replacing the engine.
  However, according to Exclusion #** of your policy, loss of compression due to failure of valves is not covered. This specific exclusion means that we are unable to approve claims for repairs related to valve failures that result in loss of compression.
  We understand that you have been dissatisfied with the service and communication you received, and we regret any inconvenience this has caused. Our goal is to ensure that all claims are handled fairly and in accordance with the policy terms.
  If you have any additional questions or need further assistance, please do not hesitate to contact our customer service department. We value your business and are here to assist you with any future needs.

• Initial Complaint

  Date:06/12/2024

  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.

  I have been doing business with this company since Dec of 2023. My truck starting having some issues so I took it to a local mechanic. He advised me to take it to a dealership because he could get the code to run on his machine. I took it to the Ram dealership on 5/17/2024. This week will make 4 weeks that my truck has been there because this company is refusing to fix it. They keep wanting more information from them. They have sent everything that was ask of them but still nothing is getting done. This is my transportation and I need this problem fixed. Prior to this I had no issues with my Ram. Just had the usual oil changes and tires done. I'm really to the point of taking legal action if necessary. I pay every month so I don't have this problem and they don't care to take my money. But my Ram isn't getting fixed.

  Business Response

  Date: 06/24/2024

  Dear ************,
  Thank you for reaching out to us regarding your recent claim denial. We understand how frustrating vehicle issues can be, and we appreciate the opportunity to address your concerns.
  After reviewing your claim and the associated documentation, we found that the denial was based on two specific exclusions in your policy:
  Exclusion #7 - Continued Operation of the Vehicle with Known Issues: This exclusion applies when a vehicle is operated despite known issues, which can aggravate the existing problem or cause further damage.
  Exclusion #** - Pre-Existing Conditions: Our records indicate that the issues causing the P1D6C code originated ***** miles ago, at ******* miles. This was before your policy was purchased and appears to have occurred shortly after the service on 11/28/2023 at ****************** As such, these issues are considered pre-existing conditions and are not covered under your current policy.
  We understand that you rely on your vehicle for transportation, and we regret any inconvenience this situation may have caused. However, based on the terms of your policy, we are unable to cover repairs for issues that were present before the policy was in effect or that were exacerbated by continued operation of the vehicle with known problems.
  If you have any further questions or need additional clarification, please do not hesitate to contact our customer service department. 

• Initial Complaint

  Date:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I think that they misrepresented what they were offering so I had to sign an agreement with them. I&#**;m concerned because I kept telling them I want to cancel, I want to cancel and they wouldn&#**;t do anything. I would like for them to stop bothering me.

  Business Response

  Date: 05/09/2024

  Dear BBB and *****************************************,
  We at Merit Administration appreciate your feedback and are here to address your concerns as outlined in the recent complaint.
  We would like to clarify that Merit Administration has not been directly attempting to contact you. Our services and coverage plans, including yours, are sold and managed through our trusted partner, US ********************* Services. They are responsible for account management, including payment collections and handling requests for cancellations or changes to the plans.
  According to our records and partnership agreement, it is US ********************* Services who has been attempting to reach out to you regarding the delinquent payment on your account. We sincerely apologize for any confusion or inconvenience this may have caused.
  To resolve any issues with your service or to discuss changes to your account, including cancellation, we kindly request that you reach out directly to US ********************* Services. They can be contacted at **************. They will be able to assist you promptly with your concerns.
  Furthermore, if you wish to cancel your service, please refer to the policy booklet provided at the time of your purchase, which outlines the process for submitting a written cancellation letter. Adhering to these guidelines will ensure that your request is processed efficiently.
  We respectfully ask that you consider withdrawing your complaint against Merit Administration, as it appears there might have been a misunderstanding regarding which entity has been communicating with you. We believe that there has been no wrongdoing on our part that would warrant a complaint.
  We value our customers and strive to provide clear and accurate information regarding our services and partnerships. If you have any further concerns or need assistance, please do not hesitate to contact us directly.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 05/10/2024

  Complaint: 21683706
  
  

  Thank y ou for filing my complaint against Merit Administration.

  
  I have read their response letter, stating that they are not responsible for contacting me for payments, but that it is actually their partner comany, US *****************************,  that has been harassing me.  This appears  to be yet another attempt by Merit to evade accountability and avoid canceling my service. Their shady tactics is exactly why I have reached out to you for assistance.

  
  I will not withdraw my my complaint against Merit. In addition,  I have contacted The Better Business Bureau in ******** and was informed that Merit is not registered in the state of ******, and they have had numerous complaints filed against them in the last year. Furthermore, if in fact, US ***************************** is responsible for calling my home every day since 4/28/2024, I would also like to file a complaint aganst them as well.

  
  A simple cancelation of a policy should not require this much effort. I hope you can help me resolve this issue quickly so that we can all go on with our lives. Your guidance and support is much appreciated.
  
  
  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them $108.93 every month for 2 years and after this I didn&#**;t have to pay anymore. It was a deluxe plan with the policy. It was supposed to expire on Jan. 9, 2026. I had a 35 point inspection on my car and this is when they found out I needed new ball joints and arms. When I put in for it, they denied the claim. I had to pay $1,055.97 and had to put it on my credit card. I would like to be refunded for paying for this repair.

  Business Response

  Date: 03/26/2024

  Dear **************,
  Thank you for reaching out through the Better Business Bureau to express your concerns regarding the denial of your claim. At Merit Administration, we are committed to transparent communication and customer satisfaction, so we appreciate the opportunity to address this matter directly.
  Upon thorough review of your claim regarding the need for new ball joints and control arms on your vehicle, it was determined that the denial of coverage was indeed accurate based on the terms and conditions of your contract. Specifically, the control arms and bushings were found to be covered in rust, a condition explicitly excluded from coverage under our policies. This determination was made in accordance with the contractual agreement in place, which outlines covered and excluded conditions for repairs.
  We understand the frustration that can arise from having a claim denied, especially after contributing monthly towards a policy intended to mitigate such repair costs. On March 14th, you reached out to *****, the selling entity of your policy, to express your dissatisfaction. Its important to clarify that during that communication, there was no request for a full refund or cancellation of the policy.
  Your contract, initiated on December 11, 2021, remains active and in good standing. We sincerely regret any inconvenience the repair and its associated cost of $1,055.97 have caused you, particularly the necessity to resort to credit card payment.
  While we stand by the claim denial based on the specific exclusions of your policy, we also understand your position and the significance of customer satisfaction. Should you decide to cancel your policy, we are prepared to offer a prorated refund in recognition of the active status of your policy and the time remaining until its intended expiration.
  To proceed with a cancellation and prorated refund, or to discuss your policy and coverage in further detail, please contact us directly at your earliest convenience. We are here to assist you in understanding the coverage specifics and exploring all possible resolutions to ensure your satisfaction.
  We value you as a customer and are committed to providing a fair and considerate response to your concerns. Thank you for allowing us the opportunity to address this matter, and we look forward to assisting you further.

  Customer Answer

  Date: 04/09/2024

  They didn't honor what they said in the complaint.