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:03/18/2025

  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.

  on FEB,142025 my transmission failed on US Highway 95 in ****** CT had to have car towed off highway nearest dealer was ******* Chrysler Dodge Jeep at ****************************** Mystic CT ***** phone#********** 2 B SAFE WANTED video of transmission dealer said they could only send pictures. I was stuck with no way to move car I had to agree to repair as I was on my way to ******* I had none changes to my reservations. 2 B SAFE TOLD me basically to bad repairs had to be *************** tried but I was left in limbo. Now I am left with a $6,888.03 in credit card bill'dealer invoice # ******

  Business Response

  Date: 03/28/2025

  Dear Mr. ***************** outlined in the terms and conditions of your service contract, all claims require submission and review of a work order, proof of failure, and service records before authorization. According to our recorded phone conversation with ******* Chrysler Jeep Dodge Ram of 02/14/25, their service advisor declined to provide the requested proof of failure. Without this documentation, we were unable to process your claim.

  
  Additionally, per Section "Components and Expenses Not Covered" of your service contract, you assumed full financial responsibility for the repair when you instructed the repair facility to proceed without prior authorization from us.

  
  We recognize that this is your third claim with us, and two previous claims were processed and paid without any issues. However, this time you chose a repair facility that refused to follow our claim procedure, leading to claim denial. Based on the contract terms and the circumstances of this claim, we will not be providing any compensation.

  
  Sincerely,
  2B Safe Warranty

• Initial Complaint

  Date:12/14/2024

  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 purchased this warranty because I got the car from the same company. I did not realize the warranty company was affiliated with the dealership and in October when my starter wouldnt work. The first thing was the car was listed as $11,777 but the warranty lists it as $12,276. I was told they would give an extra year and rental which was not carried over to the contract sent. When I asked about it they said no rental even though it said it. They make up their own rules and breach the contract. The person even signed their name several different ways. A few weeks ago I asked where I could bring the car and they said any repair shop and I found a good mechanic near my new location and the claim was denied. When I asked about it yesterday the perso continued to act like it didnt happen. The dealer also told me that they put in a claim in for a safety concern and there was no information on that. It seems like this is just one person and they are affiliated with the dealer themselves.

  Business Response

  Date: 12/26/2024

  Dear *******,
  Thank you for reaching out. Unfortunately, were having difficulty understanding some of the concerns mentioned in your message. According to our records:
  1. The claim for the failed starter was approved, processed, finalized, and paid on November 5, 2024.
  2. The second claim, dated December 4, 2024, was not authorized as we did not receive the requested information from your shop.
  If you have any additional details or clarifications, please feel free to share them so we can assist you further.
  Best regards,
  2B Safe Warranty

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22686983
  
  I do not accept the business's response as a resolution to my complaint because: The business did not respond to my complaint. The owner of the warranty is also the owner of the business. I do not know what to do or what role BBB can assist in this complaint.

   

  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 12/28/2024

  I am writing to express several concerns regarding 2B SAFE WARRANTY ***** particularly after my recent attempts to resolve issues with the company and the lack of response to claims filed against them. On both December 12th and December 13th, I reached out to your company regarding a claim brought by another dealer, only to be told that 2B SAFE WARRANTY **** never received the claim. This response raises concerns, as it appears the company is either not following through with claims properly or is intentionally avoiding resolution. The lack of accountability and clear communication has led me to further investigate your company, uncovering additional red flags that I would like to address.
  Firstly, I noticed that your company shares the principal office address at *********************************************************************************** with **********************************, which raises questions about the legitimacy and separation of these two entities. While businesses under common ownership can share office space, it is crucial for them to operate separately in full compliance with New Hampshires business laws under RSA 292 (*********************). The ambiguity surrounding the relationship between these businesses, coupled with the shared address, is troubling.
  Additionally, the ***** code listed for 2B SAFE WARRANTY **** as Other / underwriting and sale of auto extended warranties is vague and unclear, potentially avoiding necessary regulatory oversight. According to RSA 294-A (**********************************), businesses offering auto warranties must adhere to specific regulations, and I am concerned that this classification may not meet the requirements set forth for warranty providers.
  Another issue I encountered is the absence of a listed state of incorporation in your public records, which violates New Hampshires corporate registration requirements under RSA 292-B. A lack of transparency in this area raises questions about whether your business is operating in full compliance with state regulations. Furthermore, ****** Shesternev holding multiple roles as President, Secretary, Director, and Registered Agent suggests a concentration of control that could create governance issues, especially without proper checks and balances.
  Given these concerns, I respectfully request a full explanation of the company's operations, as well as clarification of the steps you are taking to address the claims I have filed. Your failure to properly respond to claims and your lack of communication are extremely concerning and have led me to look into your business further. As a consumer, it is important for me to ensure that the businesses I deal with are legally compliant, transparent, and accountable. I look forward to your prompt response and resolution of these matters.

  Business Response

  Date: 01/16/2025

  Great investigation, ******** I recommend that you discuss this with your legal counsel.
  Best Regards
  ****** Shesternev

  Customer Answer

  Date: 01/24/2025

  Hi *****,

  Im hopping its not sarcastic. I am usually my legal counsel as I believe mediation is the best practice. If you want me to involve counsel it might be in MA as that is my venue and for my mother. If you want to speak by phone let me know or maybe I can talk to ***** I never wanted to have to make this report and will delete if we can come to some resolution. I loved my car very much and sad to see so much damage on it. Im a mediator and worked in MA for consumer complaints so Id love to come to an agreement without involving the court if youd like since I am a private person. Let me know if you want to talk. Hopefully that wasnt sarcasm as I do legal writing. Let me know what you think!

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22686983
  
  I do not accept the business's response as a resolution to my complaint because: I submitted more information and hoping we can make an agreement through a mediated approach. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/26/2024

  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 purchased their lifetime warranty because in the brochure it claimed to cover the air suspension which I knew was a common problem in the model vehicle I was purchasing. The compressor for the air suspension needed to be replaced and when my mechanic put in the claim they stated they would not cover it. I called the warranty company and was talking to what sounded like a phillipine woman with roosters crowing in the background. She couldnt tell me why it wasnt covered or what exactly of the air suspension is covered. The compressor is the heart and soul of the air suspension!!!

  Business Response

  Date: 08/02/2024

  Dear *******,

  
  Thank you for bringing this matter to our attention.

  
  We've reviewed the disclosure on our brochure, and it does not state that your selected coverage includes the air suspension compressor. Additionally, our brochure clearly states that it "is not a Service Contract but a general outline of coverage available through this program. For complete details concerning terms, conditions, coverage, and exclusions, please refer to your 2B Safe Warranty *************** Contract." Then, as outlined in your contract (page two, section "Covered Components: Suspension"), we cover ball joints, leaf, air, and coil springs.

  Unfortunately, we have to deny your claim for the air suspension compressor failure.
  

  Please let us know if you have any additional questions. We apologize for any inconvenience this may cause and appreciate your patience.

  Thank you,
  2B Safe Warranty Team

• Initial Complaint

  Date:07/03/2024

  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.

  We purchased a Used car, 2012 Chevrolet Suburban, from ************ **** at ********************************************************* on July 30, 2022. As part of the purchase we also purchased a warranty. We requested the best warranty they had available, since I had just had a stroke on July 15, 2022, so we wanted to make sure that most repairs would be covered should anything happen to the vehicle.We were told that the best warranty they had available was from 2Be Safe which would cover the vehicle for as long as we owned the vehicle from Bumper to Bumper. The cost of this warranty was $2800.00. Early last month, June 9, 2024 we brought the vehicle to a repair shop for numerous issues, expecting to have everything repaired before we were going on a trip planned for June 14th - June 17th. I reached out to the dealer to ask about the process for getting warranty service and was told that I need to contact 2Be Safe first. I tried going online to the website as noted above, (2Besafe.com), but it did not work. I sent an email to ************************** and did not get any response. I called them and was told that I need to first take it to my repair shop and have them diagnose it and send all diagnostic reports with pictures to them for review. IT was almost 3 weeks later before the *********** finally replied to the repair shop denying coverage for any of the repairs needed. 1- Major repair replacing the Fuse block under the hood. The mechanic said that this was common on these vehicles. 2-Repair leaking Air Conditioning hose. 3-failed sensor on one brake caliper. 4-********* was failing. T 5-rear wiper motor not working.6-intermittent messages on the dash. The costs for repairs was well over $4000.00. Car Rental for 4 days at a cost of over $500.00. Rental Coverage for up to $300.00 was also denied. I requested a transcript of communications with the repair shop so I could review the requested parts/repairs and reasons for denial. They refuse to provide this.

  Business Response

  Date: 07/12/2024

  Dear **********************,
  Thank you for bringing this matter to our attention.
  At this time, 2B Safe Warranty does not provide bumper to bumper coverage. Each service contract contains a list of covered components, as well as specific terms and conditions that apply to each claim. According to your signatures we have on file, you acknowledged and agreed to the coverage selected and our terms at the time of vehicle purchase. The dealership mentioned in your complaint is not an agent of 2B Safe Warranty, and therefore we are not responsible for any promises made by the dealership employees.
  Our website has never been 2BeSafe.com, and the claims processing departments email is not ************************ However, our domain did move from 2BSafe.com to 2BSafeWarranty.com, and the claims processing department email has always been **********************.
  I regret to hear about your disappointment with our denial decision. If the components requested by the repair facility are not covered per your contract, we are unable to approve such a claim under any circumstances.
  When reviewing claims, we ask the repair facilities to provide information relevant to the failure reported on the work order. In your case, there was a three-day response delay from the service advisor, and another two-day delay was caused by the weekend. The total time between the initial contact and the denial decision was six business days. An official denial letter that included the reason for denial was emailed to the address we have on file on 07/05/2024.
  Please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21931213
  
  I do not accept the business's response as a resolution to my complaint because: 

  When we purchased this coverage in July 2022 we were told that this was a plan with lifetime coverage and was "bumper to bumper". We were responsible for the maintenance as required by the manufacturer. IT also provided partial coverage for a rental when the vehicle was in for repairs. This plan was also transferrable. 

  Based on the number of repairs that our Suburban required, 2BeSafe should have covered some of the repairs that are necessary due to filed parts. Our Mechanic did mistakenly apply for a claim for the Transmission to be serviced which is our responsibility as part of the regular required maintenance by the manufacturer so we know that this should not be covered.  Their denial for coverage based on "rust or corrosion" is just a blanket denial they are using to avoid covering anything.  Some of the parts that have failed are not due to rust or corrosion and should have been covered. Based on their blanket denial for other repairs due to "rust or corrosion" it is apparent to me that this is their regular operating procedure to avoid responsibility.

  When we left our vehicle at the repair shop on a Sunday evening so it would be onsite when the shop opened on Monday morning, we had already planned a trip for the next weekend and anticipated that our car would be repaired by the time we were leaving on Friday afternoon. IT was not ready and we had to rent a car for our trip for 4 days, from Friday through Monday afternoon. Since 2BeSafe denied all claims for the repairs they also denied any reimbursement for the rental.

  It is obvious to me that this company denies almost every claim that it receives.

  I have attached a picture of the top part of the warranty which shows the website as 2BeSafe.com.  As originally noted this does not work. The representative(s) that I dealt with never offered the updated/correct website whether speaking to them by phone or usually via email.  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/26/2024

  Dear **********************,
  Once again, there is simply no way for you to have purchased bumper to bumper warranty, as the service contract you have signed clearly outlines the list of covered components as well as all exclusions. 2B Safe Warranty does not have bumper to bumper coverage. We advise you to contact your originating dealership and clarify this matter with them. 
  Your claim was not covered based on terms and conditions of your service contract for which you have signed an acknowledgement. Per your information, not covering normal wear and tear, including rust and corrosion is a standard practice among warranty companies that work with used vehicles. The rust on your vehicle did not appear as a result of a failed covered component, instead it happened overtime due to a prolonged exposure of the vehicle to humidity. 
  You keep misspelling the domain and the company name. There is no E AFTER B. IT IS 2Bsafe, not 2BEsafe. Your attached file verifies that. As I have previously mentioned, the domain moved to 2BSafeWarranty.com. 
  Thank you,
  2B Safe Warranty Team

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21931213
  
  I do not accept the business's response as a resolution to my complaint because:

  This company is operating a fraudulent business.  IT apparently denies every claim due to wear or corrosion. This is an absurd reason for denying claims since this is the reason that any car needs repair.  We have receipts proving that we have maintained the vehicle as required by the mfr. since we owned it.  It is also obvious that the warranty was a complete waste of money since it apparently does not cover anything that would need to be repaired even though this warranty was supposed to cover the vehicle for as long as we owned it. I want my money back.  I hope that this will be referred to the Attorney general and insurance commission to investigate this company.  IT is probably even more fraudulent than Car Shield which was just assessed with a heavy fine for fraud

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/06/2023

  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.

  Purchased at warranty for my truck at 2B safe. I paid $1735.00 for the warranty. They when I sent a report of a major problem the was covered they refuse to fix it. I have the paperwork to prove my claim. They told me my vehicle was to old, but they took my money. I had a legal contract and they broke it. I had to pay out of pocket to fix it when they should have covered it. I demand a full refund. Unprofessional company to do business with.

  Business Response

  Date: 12/16/2023

  Dear *******,
  Thank you for reaching out regarding your recent claim filed on 06/30/23. We appreciate your patience as we thoroughly reviewed the details of your claim.
  Upon careful examination, we have partially approved the claim on 07/06/23. Coverage eligibility was determined based on the list of covered components outlined on page two of your service contract.  As stipulated in the terms and conditions of your agreement, only the specified components listed are eligible for coverage.
  We understand that the denial of coverage for certain parts may be disappointing. However, our decision is in accordance with the explicit terms established in your service contract, and we are unable to extend coverage beyond what is outlined therein.
  Should you have any further questions or require clarification regarding the terms and coverage of your contract, please do not hesitate to review the contract documentation provided at the time of purchase or contact our customer service team. We are more than willing to assist you in understanding the coverage parameters outlined in your agreement.
  Sincerely,
  2B Safe Warranty Team

• Initial Complaint

  Date:03/10/2023

  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.

  I paid an extra $2400 for the 2B Safe lifetime/ unlimited warranty. Currently there is no heat in my truck. I took the truck to an authorized Jeep Service Place at the dealer to fix. Jeep service place submitted a claim for my truck and now the warranty people are asking for a code and the video proof of the heat not working. You cannot prove this because it's air.

  Business Response

  Date: 03/17/2023

  Re:
  BBB has received a complaint about your business
  To
  whom it may concern:
  ******* ******* has active Enthusiast
  coverage with unlimited mileage/lifetime term with 2B Safe Warranty.
  We received a claim from the ************ ******* ******** ***** **** *** on 03.07.2023. Following the claim procedure listed in
  our service contracts and internal policies (and provided to the
  Service Advisor), our claim processor requested sufficient proof of
  failure. That includes a video of the reading tool connected to the
  vehicle and showing failure codes listed in the initial diagnostic
  report for the thermostat and a video that shows the blower motor not
  performing per the manufacturer's specifications. The repair facility
  refused to follow our claim procedure.
  Our policies and
  procedures are put in place to protect customers from unnecessary
  repairs and unreasonable charges by the repair shops. Due to the fast
  technological development and complexity of newer vehicles, many
  respectable repair facilities incorporate a video inspection into the
  initial diagnostic procedure and provide it to us when initiating a
  claim.
  According to our records, ******* ******* has another
  ongoing claim for which we await proof of failure.
  Please, feel
  free to contact us with any additional questions.
  Thank
  you,
  Andrei
  S*********

  Customer Answer

  Date: 03/29/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I read the message but it doesn’t really answer my question.  I don’t have a video because you the heat is air.  You cannot prove from a video that it is not working.  The fan make a noise but wasn’t producing any air flow which was confirmed by the genuine jeep certified repair service department at the Jeep dealership .  Enclosed please find the pictures of the fan the thermostat and alternator.
  
  According to ***** ***** from the Certified Jeep service center in Natick, MA.  As a 35 year veteran at the service center he has never been asked to verify that a part is not working with video.
  
  ***** has already given a good description of everything on the invoice  concerning the alternator, thermostat and fan. 
  I have attached the invoice here