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:01/10/2023

  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.

  The company is not covering a repair even though it says it covers repairs on transmissions. My semi truck couldn’t go drive. This is a transmission problem

  

  Business Response

  Date: 01/12/2023

  Thank you for making us aware of Mr. ********'s complaint, and for giving us an opportunity to respond. 

   

  Mr. ********'s limited warranty agreement with us provides coverage for specific transmission components. Each of these components is clearly outlined in the section of his contract describing that coverage. The repair estimate for his recent vehicle breakdown showed that the components which had failed were among those we do not provide coverage for. Specifically, Mr. ********'s gear shifter and transmission wiring harness are not covered. I have attached a copy of Mr. ********'s warranty agreement for your convenience. 

  While we are sorry we were not able to provide Mr. ******** coverage for this particular repair, we look forward to being of more service should he have another future repair that is covered by his warranty. 

  Thanks again for providing us with the opportunity to respond, 

  Brian ********

  Chief Operating Officer

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:
  
  
  
  
  Gear shifter is automatic transmissions is similar to gears in manuals.  This is what the customer representative on 1/3/23 told me.  Also I know you have that recorded since this was said prior talking to customer representative when I called. This has to be rectified or I will escalate the matter where we both spend more than the actual warranty is worth   Do you really want to do that? 

   

   

  

  Business Response

  Date: 01/18/2023

  I
  have reviewed the recording of the actual phone conversation on January 3rd,
  2023, with Mr. ******** and the customer service representative.  In the
  recording, Mr. ******** specifically stated that he was broken down and asked
  if the gear selector was covered under his warranty. The customer service
  representative reviewed his warranty contract and answered his question that a
  gear selector was not covered. At no time in the conversation with the customer
  service representative was Mr. ******** told this was covered under his
  warranty,
  or that the “gear shifter in an automatic transmission is similar to gears in a
  manual transmission.” We
  again are sorry we were unable to provide Mr. ******** coverage for this
  specific repair. 
  

  Thanks
  again for providing us with the opportunity to respond. 
  
  Brandy ****
  Vice President, Claims

• Initial Complaint

  Date:10/15/2022

  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 with these people and never had any issues with these people before until it was time to do major engine work I sent in all the information they asked for even though they switched up several times about things After I gave them what they asked The engine needs a rebuild that they won't pay for even though I produced every piece of information that the very unpleasant and unprofessional consumer rep (James B****) asked for I will not tolerate disrespectful people that are supposed represent me and others owner operators that are trying to make a financial living But people like (James B****) and premium 2000 don't care that you have to come up with $$$20000 out of your on pocket and that's why I'm filling this complaint It probably what do any good but to warn other people about James B**** and premium 2000 the scam that they are running against many people out there.

  

  Business Response

  Date: 10/19/2022

  Thank you for making us aware of Mr. ******'s complaint, and for giving us an opportunity to respond. 

  We are disappointed to hear that Mr. ******s found our employee's behavior unprofessional or disrespectful, and would like to understand specifically how that behavior was displayed to him. If he can provide us with more information about this, we will be glad to review it and address it with the employee as appropriate. 

  With respect to Mr. ******'s larger complaint that he provided all the information we required of him in support of his claim, yet we denied the claim anyway, our response is as follows: While it is true that we require information from customers and repair facilities so that we can determine how warranty coverage may apply to a particular repair, it is not true that submitting what is requested will always result in approval of a claim. The documents we request provide information that we need to properly determine coverage. If the documentation provides information that does not support that the subject repair is covered, a claim denial will be issued regardless of compliance with the responsibility to provide the information. In Mr. ******'s case, he provided records associated with vehicle maintenance that we required, but these documents were insufficient in that they could not be validated as being associated with his vehicle. Specifically, the records had no identifying vehicle information on them such as the VIN, or even the year, make and model of the vehicle. These records also did not identify that Mr. ******s was the owner of the vehicle the service was done to. in fact the customer fields were either blank, or they bore the name of a different person or business. Finally, these records did not include the mileage of the vehicle at the time of service, which is critical to determining whether and when OEM recommended maintenance was performed. For these reasons, we could not make an adequate coverage determination with the information on the documents submitted, and we denied the claim.

  If Mr. ******s has additional documentation or information to submit to us in support of his claim, we will gladly review it in an effort to validate coverage and provide approval for repairs. Absent any new information, the denial of his claim will stand. 

  Finally, in response to Mr. ******s' assertion that we are in some way a "scam," I would remind him that we have paid 5 previous claims for Mr. ******s under the warranty he purchased from us, for a total amount exceeding $24,000. The contention that we are trying to avoid paying "major claims" is at least misleading to the public, and at worst, libelous. 

  Thank you, 

  Brian K*******-Chief operating Officer