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:02/28/2024

  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 filed a claim and my claim was denied for what they are calling a &#**;pre existing condition&#**;. I have kept up with my vehicle maintenance and was never told about these issues.

  Business Response

  Date: 02/28/2024

  Dear **************,
  We acknowledge receipt of your complaint filed with the Better Business Bureau regarding the denial of your claim. We understand and empathize with the inconvenience and frustration this situation may have caused you. At Merit Administration, we are committed to providing clear, fair, and transparent service to all our customers, and we take your concerns seriously.
  Upon reviewing your claim, it was determined that the claim denial was based on the following exclusions as outlined in your policy:
  Exclusion #** - Pre-Existing Conditions: Our review, supported by Mode 2/Freeze ********** and your vehicles maintenance records, indicated that the engine misfires had originated and remained unrepaired since before the inception of your policy on March 28, 2022, at ****** miles. It was noted that the P0**0 Diagnostic Trouble Code (DTC), which indicates a misfire, was detected and cleared at ****** miles, suggesting that the condition existed prior to the coverage period.
  Exclusion #7 - Continued Operation of the Vehicle with a Known Issue: The records indicate that the P0**0 DTCs were detected and subsequently cleared ***** miles ago without any associated service records for diagnosis or repair. This suggests that the vehicle was continued to be operated with a known issue without attempts for repair, which is against the policy terms.
  Exclusion #** - Loss of Compression and Oil Consumption: The policy does not cover engine failures caused by loss of compression and/or oil consumption. These conditions are often indicative of underlying issues that are not covered under the terms of our agreements.
  While we completely understand that you have made efforts to maintain your vehicle, the decision to deny the claim is based on the specific terms and conditions of your policy agreement. These exclusions are in place to ensure fairness and to keep insurance premiums affordable for all our customers by not covering pre-existing conditions or issues that arise from continued operation after a problem is known.
  We provided this explanation directly to you via email and also communicated the denial and relevant policy exclusions over the phone, offering guidance on possible next steps, including contact information for the United States ********************* Services (USAPS) for further assistance.
  We value you as a customer and are here to answer any questions you may have or to provide further clarification on this matter. Please feel free to reach out to us directly at Merit Administration..

• Initial Complaint

  Date:02/21/2024

  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.

  So I was sold a extended warranty and I was told I just needed to keep up with the vehicle maintenance and do oil changes which I have done and these people just keep trying to deny my claim I was not told about all the parameters needed to get my vehicle repaired during the sales call I was told to just keep up with my oil changes I’ve done so, and they just keep denying in my claim. I’ve looked up their reviews and I keep seeing things about them being a scam company and not paying and I can kind of see why people think that because they have done everything they can not pay and I’ve already paid 3100 dollars to their company and now that my car has broken they are refusing to fix it even though I keep sending them the correct paperwork I needed I just wanted to at least get my money back but I would much rather them honor the deal to fix my car like I had in the sales call I was never told during the sales call about any of the stuff they are are asking for or I never would’ve signed up for it. I feel like they know exactly what they were doing when they did it they told me to put a pamphlet that they would be sending into my glovebox not letting me know that had the contract details in it they said I would only need the pamphlet if I had a breakdown of any kind so I did exactly what they said and I’ve been sending them all the information they need and they just keep looking for excuses to deny my claim. I just want a reasonable solution to this problem. I would just like them to fix my car or give me my money back because I feel like I was sold a lie. I was never told everything that they needed me to do or I would’ve never signed up for their plan And hindsight, I should have looked up their reviews and I would’ve found out everything I needed to know about this company. They are not trying to help they just want to steal your money.

  Business Response

  Date: 02/27/2024

  Dear Mr. ******,
  We at Merit Administration take customer feedback and satisfaction very seriously, and we appreciate the opportunity to address your concerns as outlined in your complaint to the Better Business Bureau.
  Upon reviewing your file, we understand that you purchased an extended warranty for your vehicle through ** ********** ********** Services, which qualified you for a plan administered by Merit Administration. We acknowledge that your claim, initially denied on February 1, 2024, due to a lack of maintenance documentation, was subsequently reopened for review upon your provision of the required maintenance records.
  We regret to hear that interactions during this period did not meet your expectations. Regarding the reinstatement of your coverage, we must clarify that once a policy is canceled, reinstatement is subject to specific terms and conditions, which, in this instance, unfortunately do not allow for the coverage to be reinstated. We understand this may be disappointing, and for that, we are truly sorry.
  In alignment with our commitment to customer satisfaction, ***** has provided detailed instructions for submitting a request for any refund that may be due. We encourage you to follow these instructions to expedite the processing of your refund.
  While we regret that we cannot offer a review of your case, we hope that the information provided and the steps outlined by ***** for processing your refund will assist in resolving this matter to your satisfaction.
  Thank you for bringing your concerns to our attention. Should you have any further questions or need assistance with the refund process, please do not hesitate to contact us at 1-************.

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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 purchased an extended warranty last year over the phone from Merit Administration for my 2017 **** Fusion. They offered with the condition that would be covering pretty much any mechanical breakdown with a deductible of $100. Since then I only received a card with my agreement number on the mail, never had access to my rights or any conditions that could be applied to my policy. Recently I found out an manufacturer problem on my vehicle and had to contact them to file a claim. The company is denying my claim and imposing that I could not have driven my vehicle after finding out even though that was never specified to me and I instructed by a mechanic that I should take my car to **** but it wasn't anything that I could not drive the car while I could look for an appointment. This company purposely did not provide me information and now is failing to comply with what they promised they would.I never had access to my contract.

  Business Response

  Date: 02/21/2023

  See attached
  See Attachment/File: BBB Case ********.docx

  Customer Answer

  Date: 02/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need my problem solved. I never received any contract through email the first email that I received from their company was from the claim department after I opened the claim. I only received my card in the mail which does not contain contract information. You purposely hid information from me and now are trying to use it against me. When a mechanic takes a look at the car and said it need a new engine, it's a new engine no matter what, it's not a repair. When it is a repair they recommend you not to drive the car to prevent further damage. I should not have to be going through this information because this is something you are aware of. Acting in bad faith is not acceptable no matter what your excuse is.

  Business Response

  Date: 02/23/2023

  See attached.
  See Attachment/File: BBB Case ******** 2nd response.docx

  Customer Answer

  Date: 02/24/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will take the refund of my $738 dollars and cancel this warranty. I am not satisfied with the resolution but I can't go through more stress under the circumstances that I am right now.