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:06/25/2023

  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.

  My repair facility has been trying to reach claims for two weeks with no success. They talked to customer service who say they sent claims an email, still nothing.It's to the point now that I may need a rental care if not resolved soon.Contract # PELNF482284 $125 a month 2014 ****** Pathfinder ****************************, ** ***** Contact person: ***** ************ or ************

  Business Response

  Date: 07/10/2023

  We have setup a special claims hotline at ************. Please utilize this telephone number to file all claims. Alternatively, *********** facility may file all claims online at www.claimadm.com
  We will continue to reach out to the customer to assist with filing the claim.

  Customer Answer

  Date: 07/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:06/22/2023

  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.

  I purchased a vehicle service agreement with Palmer Administrative services. I have had monthly drafts taken out to pay for the agreement. I made a claim after having a car dealer inspect my vehicle. They said I had broken axles. The dealer called Palmer and they said they got the impression that they didnt want to bother with a claim for it. I had to pay for the inspection and the dealer said if I left with the vehicle I would have to pay another inspection. I could not leave the vehicle because that is the only car my son has to drive. I then took it to a local car repair which is ****** Performance. (Not related to me). **************** said he would work with me and ****** Administrative to have the claim reviewed. We had the vehicle there several times after being told that someone would be there to inspect it. No one ever showed up and I contacted claims several times to let them know that. I finally was told that the inspection was cancelled and it would be handled by administration. That has now been at least two or more weeks. They will not return a call, but will send an email which every time says its still in administrative. No decision has been made. Today I cancelled before another bank draft could be taken out. They have had ample time to make a decision. I feel like this company is a scam. I would like a refund of my payments. The claim was only $881.77. Please help me get a refund. I live on social security and dont have any extra money to have the vehicle repaired. Thank you for your help.

  Business Response

  Date: 07/10/2023

  We have processed the claim filed under this plan. We have attempted to connect with the repair facility contact to deliver the approval. We will continue to attempt to deliver the approval. We can be reach at ************.

• Initial Complaint

  Date:06/22/2023

  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 am writing to file a complaint against a car warranty company that I have been paying for the past four years. In total I have spent over $3,000 with this company and have never filed a complaint before . The company has been unresponsive to my attempts to file a claim for my Black 2013 ****** Altima's transmission. The claim number is 053655428.I filed a complaint on May 17th . They have looked at the car and approved my claim but I have not received the transmission for my car. My car has been sitting at ****** of ***** City in ******** for the past 6 weeks.I have attempted to contact the company multiple times through their website and via phone, but have not received any response. I have also tried to initiate a claim through their online system, but it keeps giving me an error message.I would like your assistance in resolving this matter with the car warranty company. I have fulfilled my financial obligation to them and I expect them to fulfill their contractual obligation to me. Thank you in advance for your attention to this matter.Sincerely,*************************

  Business Response

  Date: 07/10/2023

  We have received and processed the claim filed on this service agreement. The claim approval was sent on 07/06/2023. We are awaiting completion of the repair and receipt of the invoice to make payment to the repair facility.

• Initial Complaint

  Date:06/21/2023

  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 purchased a warranty with Palmer in 2018 for my 2007 Aspen, my warranty does not expire until 9/2023. I called and made a claim on 6/7/3023 and I spoke to someone that told me my claim is approved. I have not heard anything else from the company when I call I'm on hold for over 2 hours then it disconnects me. The dealership that's doing the repairs has emails from the company stating that its approved but no more information this has been two weeks. I purchased this warrant for $3,399 and I would like my car repaired because it is covered, I would like some one to call me. I have been told six time someone will contact me within 24 hours I have not heard from anyone since June 7.

  Business Response

  Date: 07/10/2023

  We have processed this claim and received the final paid invoice for reimbursement. The reimbursement has been processed and the customer should receive the reimbursement in the coming days.

  Customer Answer

  Date: 07/19/2023

  
  Complaint: 20217047
  
  I am rejecting this response because: For now until I know I will receive my reimbursement. The business has not contacted me via phone or email about reimbursement. I want to know when I will receive my refund and the amount before I accept. I have been calling this company for 5 weeks and no response to me personally. They reached out to the dealership but has not told me anything, When I call in to customer service their response is they don't have any claim information. 
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/19/2023

  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.

  On May 30, 2023 I took my 2012 ****** Highlander to a transmission shop to be checked out and repaired if needed. As it turned out my transmission needed to be replaced. I called the number that is listed in my warranty booklet for filing a claim. I called and was on hold for 1.5 hours, so I hung up and called again, the second day my car was in the shop I finally got someone name ***** on the phone. He stated he would reach out to the transmission company, and he did. ***** spoke to ******* the man in charge of AAmmco. ******* sent ***** an email with the information ***** requested. As of today June 19, 2023, no one at Palmer has responded to me or AAmmco. I have called Palmer every day and stayed on the phone for hours waiting for someone to answer, as of today no one has answered in the claims department. AAmmco has called several times and got the same thing I did, no answer. I have called customer service and the payment department and have reached someone but none of them have helped. I have asked for a supervisor and continue to be told they have no supervisor. I was also supposed to get approval of a rental car that pay $30.00 a day when the cheapest rental car is $60.00 in the area where I live. I have been paying this company since May 2022 and expect the service that I am paying for. I wish I would have checked out the BBB prior to purchasing this warranty agreement. My advice is to NEVER purchase anything from this company EVER. My attorney even sent a letter to them with no response.

  Business Response

  Date: 08/18/2023

  We do apologies for the level of service you received. This claim has been approved and is being processed by the insurer of the plan. A reimbursement in the amount of $3310.80 is being processed and should arrive in the coming days. The insurer responsible for the claim can be reached at ************.

• Initial Complaint

  Date:06/13/2023

  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.

  Have a car warranty with Palmer Admi. Scv. 2018-2023. My car needs engine. Their inspector told my garage my car definitely needs an engine. I nor the garage has been contacted or informed of anything since that day. .y contract # is PELVF297792. Palmer was informed of my cars breakdown on either 3-30-23 or 3-29-23.

  Business Response

  Date: 06/15/2023

  We have received and reviewed  ************************* complaint filed with your office. We had a claim filed by the customer on 03/30/2023. Upon processing the claim for approval there was a delay in the claim funding from the insurance provider which in turn caused a delay in our ability to process the claim approval. The delay has been resolved and the repair facility received the authorization on 06/14/2023.

  Customer Answer

  Date: 06/15/2023

  
  Complaint: 20179578
  
  I am rejecting this response because:
  
  The engine will cost $6500. They need to pay the other $2500.00, so I don't not pay anything g except my $100.00 copay.p
  
  Regards,
  
  *********************

  Business Response

  Date: 08/17/2023

  The authorization on this claim is for $4475.32. The claim was filed for an engine replacement utilizing a new engine but the authorization was provided for a lkq recycled unit. Unfortunately, the claim approval cannot be increased. Your claim is now being processed by the plans insurer directly. You or *********** facility may call ************ to discuss the claim.

  Customer Answer

  Date: 08/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:06/12/2023

  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.

  My 2015 **** Expedition was taken to ************** dealership in ******** ** ************** on May 8, 2023 for an oil change, subsequent check of the **** the mechanic found a turbo leaking which would be unsafe to continue operating the vehicle. I ask what it would cost to repair it and was informed it would be more than $2,700.00, I informed him to look into the glove compartment and call the extended warranty company for approval which he attempted several times. I called several times, finally a virtual inspection for repairs was approved, but NOT FOR PAYMENT as of 5-16-23 when I spoke to **** in the claims department, I have called several times more than(20) no one will answer I have called ******************** and spoken to ******** 5-18-23 and explained to her that my SUV have been in the shop since May 8th for repairs and the claims department will not give approval to have the vehicle repaired, they will not call the **** dealership or answer the phone. I also called Josangra 6-1-23 at 10:18 a.m. I explained the problem to her and she spoke to her supervisor and ask him to email the claims supervisor my complaint and to contact me to resolve the problem. 6-1-23 ***** in Retention have done the same thing. I have used all efforts to make contact with Palmer Administrative Services to resolve this issue, I have made ALL schedule payments from the start of the policy 10-28-22 to present, the policy expires 11-26-26, monthly payment of $84.00 for a total $2,100.00. I have kept my promise, it is time for you to KEEP ****.

  Business Response

  Date: 06/14/2023

  We have received and reviewed *********************************** complaint filed with your office. We had a claim filed by the customer on 05/11/2023. Upon processing the claim for approval there was a delay in the claim funding from the insurance provider which in turn caused a delay in our ability to process the claim approval. The delay has been resolved and we are processing the approval to the repair facility as of 06/14/2023.

• Initial Complaint

  Date:06/10/2023

  Type:Product 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 a vehicle service agreement from Direct Auto Protection via Palmer Administrative Services on 11/22/22, after being reassured by the sales person that the purchase price for the first month ($199) would be fully refundable if it was cancelled within the month. A few days later my wife and I decided to trade this vehicle in for a new car. I called Palmer Administrative and was emailed instructions to request the refund on 12/6/22, basically telling me exactly how to request the refund in writing. I followed these instructions and mailed my request within the next 1 - 2 days, but I have never received the refund.I have called multiple times and emailed twice. The customer service representatives have repeatedly assured me that my written request was received and the refund would be processed. The rep on my most recent phone call a few days ago, however, told me she did not know how to escalate my request and that she could not tell me when or if I would receive the refund. She told me she was new to this job but was unable or unwilling to transfer my call to a supervisor or to the ********************

  Business Response

  Date: 08/21/2023

  We have received and reviewed ******************** complaint.  **************** has received a full refund of $199.00.  Check number **** was issued on August 18, 2023.

  Customer Answer

  Date: 08/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:06/07/2023

  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 what was supposed to be a platinum auto warranty that was solicited via phone by them, a CHEVOLET DEALER. Secured a policy and made payment on time, every time with a 3rd party pay source called PAY LINK which they use to secure their payment. I have 4 payment to go for a four year coverage so they have over 90% of the payment that they stated.Car had problems (06/02/2023) and the dealer tried to obtain authorization from the claim company as well as I. Place on hold for sometimes two hours and then the phone is disconnected from their end. Unable to get to the claim department and the car has been in the shop for three days, with constant consistent attempts to reach the department at extension #*** and I without transportation to important medical appointments.Account # for policy is ***********. Dealer; ************************************************* ****************** for repairs. Palmer, which was solicited as a Chevrolet's dealers, originally, phone# *************. Resolve the issue by reimbursing me for the amount incur to fix the vehicle if I have to go that route, or call and give the authorization to have my vehicle fixed at the dealership.

  Business Response

  Date: 06/15/2023

  We have received and reviewed ******************************************** complaint filed with your office. We have reached out to the repair facility but the calls have reached voicemail. We will continue to call the service provider to get this claim progressing. A claim can be filed by the repair facility that diagnosed the vehicle's concern by emailing the repair order and estimate with part numbers, part pricing, labor time and labor rate to ******************* Alternately the service provider can call our special claims hotline at ************************** to expedite this claim.

• Initial Complaint

  Date:06/05/2023

  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 have a warranty with them and I am trying to get some work done on my vehicle. They will not connect me or my **** dealer with the claims department. They say they have been having phone issues for the past 3 weeks to a month. **************** says they will give my number to the claims department and have them call me but they never call me back. This has been happening for a week or so.

  Business Response

  Date: 06/14/2023

  We have received and reviewed ******************************* complaint filed with your office. We have reached out to the customer but the calls have reached voicemail. A claim can be filed by the repair facility that diagnosed the vehicle's concern by emailing the repair order and estimate with part numbers, part pricing, labor time and labor rate to ******************* Alternately please call **************************.