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:07/24/2023

  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.

  Entered by BBB Staff - lj Consumer is a Senior. Consumer was on a trip in ************ ** on June 24th 2023. Needed service for his vehicle. Consumer has policy with Car Shield. He was trying to reach Car Shield and somehow got connected with this company when he Googled Car ******* phone number. Consumer states the call was intercepted. Consumer told he no longer had coverage with Car Shield. No longer had a policy with them. They will sign me up with their program. They would also assist in getting refund from Car Shield. Approximately $87. Consumer feels this was misrepresented. The sales representative was pushy and had a nasty attitude. Consumer provided his vehicle information and debit card number. Company withdrew $149 that day. Another payment would be taken out July 24th. Consumer was told he had to have this policy with them to get a refund from Car Shield.

  Business Response

  Date: 08/15/2023

  Thank you for leaving a review regarding your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. Upon looking into customer records, a full refund of $149.00 was processed back to the original payment method as of Aug. 1st, 2023.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you.

  We have no affiliation with Carshield, sorry for the misunderstanding.

• Initial Complaint

  Date:06/14/2023

  Type:Product 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.

  during the month of March, we received a call from Exclusive National auto club, they were indicating they were from our car dealership ******** and had some information on the vehicle warranty plan, we had with Carshield, they were saying car shield is not honoring the policy and we should cancel and use them, they sounded convincing and we set up an account, with my wife credit card, for which ****** the person we spoke said they were not taking any payments until we get the refund from car shield, in may 2 payments were taken from our account in the amount of ******. and they were trying again in June. we called to stop the payments. and seek our refund. that is when they told us to call car shield to get the refund. Car shield told me they could not refund because we did not cancel within 30 days of signing up, we signup with car shield in early 2022. I feel they took my money and I am left without my refund.

  Business Response

  Date: 07/24/2023

  Thank you for bringing this to our attention and providing your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. As per our direct conversation with you today, July 17th 2023, a full refund was processed back to the original payment method. A receipt of this transaction was emailed to you immediately after processing so that you can keep it on your records.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you!
  

  
  

  --
  

  Thank You,

  
  

  *************************

  Director of Customer Relations

  C: **************

  O: **************

  

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  In February of this year we signed up for this product after they called us. After awhile we tried to locate the number to call, with no success. They never sent us anything in the mail. I finally got the info and called them asking for a refund and they refuse to give us a refund. The one gentleman that I spoke to said that his name is *********************** and proceeded to say I am Captain ******** This place is a scam and I desire two resolution the first is a full refund and I want this company shut down.

  Business Response

  Date: 06/20/2023

  this policyholder was fully refunded, sorry for the inconvenience, this account is closed. 

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 was initially set up with Car Shield and when I called them back to give them my mileage on my truck I was transferred to a rep that handled this area. The male rep proceeded to talk bad about carshield and told me to look them up on BBB and that they wasn't accredited. I was totally confused because I called carshield. He said I should request a refund and switch to exclusive national car club and started telling me about it. He also stated that my coverage would start as soon as I received my packet via mail. He said he would handle canceling my carshield. He ran a payment for ******. I waited weeks for my packet and never got it. I then called in and asked where it was . It was nearing the 2nd payment date and I and I didn't even get to see or utilize any of the benefits. The rep stated that they would send out another packet and send one via email which I don't understand why they didn't just do that from the beginning. When I finally received my packet; I called in to see how I would go about scheduling an oil change does the basic tune up for my vehicle the same representative told me that I could not have anything done to my car until there was a thousand miles put on it. I only travel 2 miles tops to and from work daily there's absolutely no way I would put a thousand miles on my vehicle probably not even in a month's time. So from that point I decided I wanted to cancel.The rep then proceeded to tell me that it was too late for me to get a refund because of the date. Even though I just received my packet. So he then said, that I could get a refund. He gave me an address to write a cancellation letter to.. which I did. And mailed it off. And I waited weeks for my refund to be put back on my card, which it never was. So I then called back in to speak to the same representative. And he stated that I no longer could get the refund. When I became upset and asked to speak to a diff rep he said have a nice day and he hung up on me!

  Business Response

  Date: 06/22/2023

  This policyholder was refunded in full, sorry for the delay!!

• Initial Complaint

  Date:04/17/2023

  Type:Product 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.

  Company will not refund me the deposit I made & subsequently cancelled the contract according to their directions.They charged my credit card $1500 on 1/13/23.I cancelled on 1/31/23.They told me to fill out cancellation form . I mailed it to them.They said it would take 6 weeks to process the refund. I have still not received it. I called *********** said that they would get back to ********* still have no response.

  Business Response

  Date: 05/02/2023

  We mailed the refund to the address on file. Sorry for the inconvenience!

• Initial Complaint

  Date:03/01/2023

  Type:Product 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.

  This company pressured and scammed me into providing my credit card information or else my cars coverage would expire but I dont think there ever was a warranty from them on my car. They told me I had to provide $149 to be able to consider whether or not to get the coverage for 30 days, at any time during which I could give them my answer and if I did not decide to be covered with them i would be fully refunded. I have now called them multiple times to tell them to refund me and cancel just for them to tell me the original person who I talked to HAS to cancel for me and that she will call me back shortly, with no call back. I just want to cancel and have the fee they charged me which they told me multiple times was refundable, refunded. I do not want their services at all.

  Business Response

  Date: 03/16/2023

  this policyholder was refunded in full, sorry for any inconvenience

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19517256
  
  I am rejecting this response because:
  
  This company is committing fraud, lied to me about already having a policy on my vehicle then when I tried to cancel all charges to my account for the $149 fee they said was refundable and would not sign me up for a policy, they told me I couldnt until I gave them my VIN and that they $149 was a down payment for a policy which I had specifically told the person I originally spoke to that I did not want to sign up for. They sent a fake packet with a made-up VIN and I reported them for fraud because they lied, stole my information, signed me up for something I did not agree to and then tried to steal more of my information.  The only reason the $149 was refunded is because I reported fraud and changed my credit card. If anyone is called by this company, know that it is a scam.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/23/2023

  Type:Product 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.

  Paid a deposit for a service and was told I have 30 days to look it over and cancel and get my deposit back. Received the contract in the mail price was more than we agree on call the company and cancelled was towed. I need to send them a letter dated for the 9th of January which is the day that I call them and explain why I cancel before they will send you my deposit back. The weather didnt get there until the 24th of January which is two days past the 30 day period I had to cancel and get my deposit back. I complained and talk to a supervisor which they said that they would send it to accounting and they would deduct a cancellation fee and then send me the rest, I call and cancel within 30 days they want to know whether I didnt, they didnt tell me I need to send him a letter to cancel the first couple of times that I called him. Do you argue the point they hung up money they told me to call me back and then going through with them for two weeks . I was told cancel within 30 days and get my refund back. No questions asked then they want me to send him a letter dated for the ninth with all this information and telling why I decided to cancel

  Business Response

  Date: 03/15/2023

  this was refunded to his bank account , sorry for the inconvenience  

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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 12-15-22, I was contacted by someone claiming to represent corporate lexus regarding my car warranty and after I gave my card information while still on the phone, I told them I dont want to move forward unless they provide more information to my satisfaction and they soon hung up and told me theyll email me and send me my packet through the mail. I never received anything and when I tried to call them back, their number seemed to be out of service. I was charged $99 on 12/15/22 by Exclusive National Auto and $202.73 today 1/16/23 by EFS Companies. Ive been trying get into contact with someone to cancel this subscription and receive a FULL refund but to no avail. Suddenly the number, ************ was working when I called today and when I asked the name of the company, they told me Omega (Which isnt even what I was told last month) and I told them I want a full refund for all money expensed through them and they told me its not much they can do and I should write a letter to their office *********************************************************** and theyll deliver the message to cancel the policy. They then persisted to ignore everything else I told them about my experience and initial phone call last month and told me theres nothing else they can do and before they hung up on me they told me that they added me to a que and theyll call me when its my turn. Now Ive been looking through the complaints and I see that I am clearly not alone in regards to unwanted charges on accounts and the difficulty involved to get them to stop or removed. I hope someone who can help reaches out to me sooner rather than later to fix whats wrong. Policy: ENA55793

  Business Response

  Date: 03/16/2023

  This was a potential enrollment for coverage, the plan was voided the same day, sorry for any convenience, all in all, no money was taken from this consumer.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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.

  On October 11th 2022 I purchased a extended auto warranty from Exclusive National Auto club. They took ****** dollars for a deposit off my credit card. I called them many time for a refund. I also send them a letter to cancel my policy in thirty days. Still no refund. I call again yesterday 2/02/2023. Spoke to a manager ****** *****. He was trying to sell me other policy instead of sending me my refund. Giving me the run around. Telling is nothing he can do because it was pending. Then he told me the check was mailed on January 11. 2023. I just want my money back.

  Business Response

  Date: 03/15/2023

  we refunded this policyholder by check, sorry for any inconvenience

  Customer Answer

  Date: 03/15/2023

  [I received a call about my refund. The lady i spoke to was very nice. She told me that my refund check was mailed back to the company, and they will be sending me another refund check in the mail. She also send me a picture of the check. Didn't receive it yet, should be coming soon. Thank you
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/01/2023

  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.

  We believe we have been the victims of a bait and switch scam. Thought we were calling ************* billing and were transferred to this business who proceeded to tell us that **** had been bought out by their company and proceeded to sell us another plan, with the promise that all monies we'd paid **** would be refunded to us in 2-6 weeks. Called Toco again, only to find out that the original policy had expired and that no monies were due us.