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:06/05/2023

  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 powertrain enhanced extended warranty through Palmer administrative services and I have been trying to contact them for a claim for over 2 weeks with no response have left messages with their customer service department with no response when I call the claim number I get music playing for about an hour and call drops I have called at least 30 times over this 2 week period so has the shop that my car is at. This is also the roadside assistance number and no one answers. I'm not sure as to what is going on with them but I pay for a service I am not getting. If I can not get a response from them I want a refund for ALL monies paid for this service I am not receiving. I am without a vehicle now and this is not fair to the people that believe in your services.

  Business Response

  Date: 06/14/2023

  
  We have received and reviewed *************************' complaint filed with your office. We have a claim that was filed on 05/09/2023 that was subsequently approved with the approval being delivered to the repair facility on 05/16/2023. We have reached out to the customer but our calls have reached the voice mailbox. Claim information can be obtained by utilizing the special claims team hotline assigned to this claim by calling **************************.

  Customer Answer

  Date: 06/14/2023

  
  Complaint: 20144438
  
  I am rejecting this response because:
  
  I have not received any calls or voice mails from them. I have been trying to contact them for over a month. I was told by them that my claim was approved but not for full amount and was told I could find a cheaper mechanic I did so and for a month I can not contact them nor the shop that has my vehicle.  I was told to have them request for repair because I have changed mechanic and for a month now we can not get a hold of anyone. Have contacted customer service to send a message twice and no response.  Contacted the company that sold protection and they said they to have not heard from them in about a month. I need my car fixed. I am paying for a service that I can not use. As for the number you gave to contact ************************* can't get ahold of anyone there either. Just music playing until the call drops. 
  
  Regards,
  
  *************************

  Business Response

  Date: 07/10/2023

  This claim was approved in the amount of $3604.12 on 05/16/2023. Since delivering the approval the customer requested to cancel the agreement and subsequently moved the vehicle to a new repair facility. We have reached out to the new repair facility to provide the previous approval but we were not successful with our attempt. We will continue to reach out to the new repair facility. The facility may also contact our claims team at ************.

• Initial Complaint

  Date:06/01/2023

  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.

  Took my vehicle on May 1st, 2023 to my auto mechanic to see what was the going with the buckling sound with my 2011 Dodge Durango. He diagnosed and informed me that I would need a new transfer case. I told my mechanic that I had an extended warranty at which point he asked for the information to call to see if the repair would be covered. My mechanic called several times where he sat on hold for hours and or was hung up on after holding for someone. He was finally able to speak with warranty company on May 9th, 2023. I and my husband had tried several times where we were on hold for hours or on hold and then hung up on. ******** said that an inspector needed to come out to assess the repair to see if it qualified as being covered. An inspector did not come to investigate until May 16th, 2023 who did agree that transfer case was issue and it would be covered in the warranty contract. Either I nor my mechanic has heard back from warranty company. Mechanic, my husband and myself have all called the warranty company. I was successful with speaking to a human being who stated that they were from the customer service department and the claims department was backup so they would send a message to them and have them contact. My husband spoke to someone on the 19th and was told by the claim department that the claim had been approved on May 18th but was told that they are waiting on the administrative department to approve the funds. I have not heard back from anyone as of June 1st, 2023. Today my husband sat on hold for 37 minutes the first time and then the phone hung up on him. Then he called again and sat on hold for 4 hours. At that point he hung up the phone. I pay my premium for this warranty every month and should have the repair paid if it falls under the warranty contract. I have been without a vehicle since May 1st, 2023 with no end in sight as to whether I can get my vehicle fixed. This company is not holding up their end of the contract which is legal and binding. No one should have to wait this long for their repair. If this issue is not resolved in a timely fashion, I will be forced to take legal action to have my vehicle repaired.

  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:06/01/2023

  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.

  Pay for a new extended warranty for 4 years first time using warranty my truck has been sitting for 2 months for warranty company has done nothing. I can never get a hold of anyone who can't tell me anything. I was told it's approved but thier payment system was having problems now I'm told it's on hold but no one has told me anything. I've been calling for 2 months and I get the run around I have made 2 payments and am about to be 3 payments and I don't have my truck or an answer to when or anything is going on with it.

  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 04/05/2023. 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:05/31/2023

  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.

  Today 5/31/3023, we have an extended car warranty from Liberty shield which is under Palmer. Calling to verify coverage of a needed repair we arent able to get straight information from one representative to the next. One says coverage is offered on spark plugs and ignition coils, another says just ignition coil. The repair shop gets conflicting information as well. Im dismissed over the phone because its under my husbands name. I feel like we were swindled out of money by purchasing this contract. What is the purpose of it when we cant even get straight information as to coverage?

  Business Response

  Date: 06/09/2023

  Please provide the vehicle's VIN number or the contract agreement number. Unfortunately, we cannot locate the coverage as the coverage is in another person's name.

• Initial Complaint

  Date:05/30/2023

  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.

  Tuesday May 16th my car was put in the shop for diagnosis and repair. The shop completed the diagnoses and reached out to my car warranty company. I have also tried to contact the warranty company as well. As of today, May 30th, neither the shop or myself has heard back. We both have spent hours on hold waiting to speak to a human. I am having to rent a car to complete basic task at my expense until the repair is completed. I need someone from the warranty administrative company to authorize this covered repair according to my contract ASAP so my car can be repaired. My vehicle service agreement number is LOTAF377837. My vehicle is at ******************* ************ to authorize the repair. I can be contacted at ************. I need help ASAP.

  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 05/16/2023. 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.

  Customer Answer

  Date: 06/22/2023

  
  Complaint: 20121720
  
  I am rejecting this response because:
  Palmer Administrative Services has not resolved the invoice for payment to my mechanic, he has sent it to them with no response from them I need my car fixed and they do not answer ! I need this paid ASAP !
  
  
  Regards,
  
  *********************

  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 payment of $876.28 is being delivered to the repair facility. The payment can be expected in the next 24 to 48 hours. The insurer responsible for the claim can be reached at ************.

  Customer Answer

  Date: 08/28/2023

  [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:05/30/2023

  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.

  I purchased an extended vehicle warranty from this company who at the time of purchase stated they were the ************************ This turned out to be false; therefore, my business was obtained fraudulently to begin with.This said, I had covered warranty work done to my vehicle, 2018 ****** Forester, on 3-24-2023. this work was done by ************, ***************************************************** ********, **** *****, **************.I was told this work was covered and I would be reimbursed in **** days; ( this was after i spent the day at the dealership and the Palmer Company was unable or unwilling to pay the dealership directly as promised.I keep calling Palmer Administrative services (PAS) at *********************** for service or ext. 318 for a manager-voice mail only of course. The 505 extension i am told everything was approved and sent to accounting; however, nobody can answer if a refund was ever sent to me or when one will be sent to **** cannot contact accounting directly as i suspect they have no intention of paying me for what was agreed upon as covered items in agreement / service agreement #LoTBF482569.My total bill was $641.89 minus 100 deductible should be $541.89.I was told by (PAS) they would not cover the entire labour rate because it was too high nor would they cover the full price of the parts since they could find similar parts cheaper on-line. For these reasons (PAS) agreed to less than half the amount billed which i have yet to be reimbursed for.This is a terrible company who has obtained my business be fraudulent means and does not meet their obligations. For these reasons I cancelled my policy in writing and notarized on 4-24-2023.

  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 03/20/2023. 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 payment. The delay has been resolved and we are processing the reimbursement which should arrive to the customer in 5-7 business days.

  Customer Answer

  Date: 06/19/2023

  
  Complaint: 20119199
  
  I am rejecting this response because:

  They have been telling me since last March that the claim would be paid in 7 to 10 days and have failed to deliver on payment as agreed upon.

  Should payment actually be made this time I will be sure to let you know.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/20/2023

  The reimbursement check for this claim has been shipped and should arrive in the coming days.

  Customer Answer

  Date: 06/28/2023

  [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.

  Thank you BBB!
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/26/2023

  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 name is ***********************. I have been paying for extended warranty for some time with this service In fact, for over 3 years I have spent $1,850.00 per year on this service which they are happy to quickly process. On May 9, 2023, the alternator went out in my vehicle as I was driving it and I was stuck on the freeway. I managed to get a tow to my home and then I attempted to contact Palmer Administrative Services to file a claim for warranty and get my vehicle repaired. After being on hold for several hours with the claims department, I punched a button for the accounting department who transferred me back to claims. After an additional hour on hold I then dialed the **************** line and once again was transferred to Claims. Eventually I did manage to speak to Claims who told me to take it to the shop and they would handle this. After a week with no word and the Mechanics shop not getting any word from their claims ***** I called back. More hold time and more runaround. I have spent several hours a day for 4 days on hold only to be told that my claim has been sent to their admin department and that eventually they would get back to me. On May 26, ********************************************************************************** I had to tow the unit somewhere else or incur storage fees. I had no choice but to attempt to call Palmer again all to no avail. I can not afford the repair without the warranty and finally had to once again tow the car back to my house. I have yet to receive any type of contact from Palmer and I have received no claim #. My vehicle is still not running. I am having to add to the costs of the 3 tow charges that I am out of pocket for @ $150.00 each for a total of $450.00) as well as I have had to ask for assistance to purchase an alternator and someone to assist me in the repairs. I am without the funds to do this as I said on my own and I am without any transportation to my Doctor's. ************* Church, or to the grocers. I could not even get a loaner vehicle due to no claim # and no contact from Palmer. I am on a limited income and do not have the funds to pay for these expenses which is why I purchased the warranty in the first place. I am at my **** end, my wallet is empty, and still no reply or repair. I would like to cancel this service, request a refund for at least my Policy payments for this year, as well as the towing charge for having to return my car back to my house after they said to take to a Mechanic. I absolutely deserve an apology. My account # with ********************** is ***********

  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 05/09/2023. 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. We have left a few messages with the repair facility but we will continue to connect as the day proceeds.

• Initial Complaint

  Date:05/26/2023

  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 2015 dodge journey has been in the shop sense May 4th. The dealership contacted palmer administrative services on numerous occasions, I myself called. With that came numerous unsuccessful attempts. Palmer administrative services claims department will not answer calls. **************** agents ****** hang up the phone, stating that nothing they can do, while directing you to call the claims department. I sent emails on palmer administrative website and again unsuccessful. I've paid my policy in full and now ****** refuses to answer or reply back. It's going on a month now that my vehicle has been in the shop with no response from ****** administrative services.

  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 05/09/2023. 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. We have left a few messages with ******* for ****** at the repair facility but we will continue to connect with ****** as the day proceeds.

  Customer Answer

  Date: 06/14/2023

  
  Complaint: 20110052
  
  I am rejecting this response because:
  
  As of today 6-14-2023 . I was informed from dealership that the issue is still not resolved. I have been contacting Palmer and have not been successful on the outcome of the coverage that will be paid for the repair .I spoke to ****** at the repair facility as of 6/14/2023 and was informed nothing have been resolved. So what would my next step to have this issue resolved ? We continue to call palmer administrative services claims department extension 505 and continue to be unsuccessful. Is there a better number to reach the claims department than what's listed on their website. Again this issue regarding my auto warranty policy remains unresolved. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/20/2023

  We have called for ****** 7 times on 06/14/23 and 06/15/2023. We were able to connect with ****** on 06/15/23 and provide the authorization.

  Customer Answer

  Date: 06/20/2023

  [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:05/16/2023

  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 had a claim in with Palmer Administrative Services regarding my 2016 ***** Traverse for almost a month now, approximately around 4/19/23. *********************** Dealership in **************** has contacted Palmer several times informing them of what was wrong with my car and what parts are needed to be replaced (rear wheel bearing and a window switch). Neither the dealership nor I have heard back as to the status of this claim. I have also contacted the claims department multiple times and was initially told my claim and several others were put on hold by a Manager due to a computer issue. Two weeks later, the claims department and a manager will not answer my phone calls. I have been without my vehicle for almost a month now and need my vehicle repaired. According to my policy, the parts that need replacing are covered parts. I also contacted customer service this week since the claims department will not answer my calls. **************** said they would tell the claims department to call me. I have not yet received a call from the claims department. Please investigate this issue with Palmer. I am not the only client having issues with them.Thanks

  Business Response

  Date: 06/13/2023

  
  We have received and reviewed ********************* complaint filed with your office. We had a claim filed by the customer on 04/19/2023. 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 approval has been delivered to the repair facility and customer as of 06/13/2023.

  Customer Answer

  Date: 06/22/2023

  
  Complaint: 20068495
  
  I am rejecting this response because:
  
  I have not yet heard from Palmer Administrative Services regarding my claim. After reviewing your email and the response Palmer gave you, I contacted the repair facility to see if they had heard from Palmer Administrative Services regarding the status of my two needed repairs. The repair facility had heard from Palmer on 6-13-23 approving both repairs. However since my writing to you I needed my vehicle, so I went ahead and paid for one of the two repairs needed (the wheel bearing) that allowed me to drive my vehicle again. The repair facility mistakenly told Palmer Administrative Services that I had approved both repairs and already had them done and that they (Palmer) would need to reimburse me. Once I found this out, I tried contacting Palmer Administrative Services claims department several times via phone. I was never successful in getting anyone to answer their phone no matter how long I let it ring. I then made contact with their customer service department explaining the situation. **************** said there was nothing they could do besides tell the claims department to call me. I have yet to receive a call from the claims department. I am extremely frustrated.
  

  I need to have Palmer Administrative Services contact me, so I can let them know:

  1) I need to be reimbursed for the repair of the wheel bearing, and

  2) I need to get the second repair (window switch) fixed.
  

  I also need to know what  amount Palmer will be covering on the repairs as well. They will also need to contact the repair facility again letting them know the second repair (window switch) is approved and what the coverage is.

  The repair facility stated they work with insurance companies on a daily basis and have never dealt with an insurance company that doesnt respond and is this difficult to get a hold of. 

  Regards,
  
  *************************

  Business Response

  Date: 08/21/2023

  We apologies for the level of service you received. Your claim is being processed by the plans insurer directly. You and or *********** facility may call ************ to start future claims or inquire about any existing claims.

• Initial Complaint

  Date:05/09/2023

  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 need to have my car repaired and was advised by **************** that Palmer's stated to them their payment system has been down for 2 months. I called Palmers on 5/9/23 and was advised by their claims adjuster that they have no means to pay any claims for repairs to any facilities on their customers behalf and do not have an ETA of when that will take place. I paid over 3K for a service contract and now once again, when it is time for them to provide the service I purchased with them, they are not willing/able to provide their side of the contractual obligation. There is no reason in this day and age that a company should not be able to provide another business with a way to pay for services that they took my money for. The lack of concern on their part as to what they plan to do to rectify the situation is beyond my comprehension. I would like immediate resolution to this problem that does not involve me providing **************** anything more than the $100.00 deductible that is in my service contract with Palmer's and the inconvenience of having my car remaining at **************** due to their negligence.

  Business Response

  Date: 06/13/2023

  
  We have received and reviewed ************************* complaint filed with your office. We had a claim filed by the customer on 05/08/2023. Upon processing the claim for approval there was a  delay int he 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 approval has been delivered to the repair facility and customer as of 06/02/2023. We were advised that the vehicle is not going to be repaired and to close the claim.

  Customer Answer

  Date: 06/13/2023

  
  Complaint: 20038764
  
  I am rejecting this response because:I was not notified of any action whatsoever from Palmer's. No phone call, letter, email or text at all. All my attempts after my complaints resulted in the same response from them which was, our method of paying out claims has been inoperable for 2 months, and we cannot even approve any repairs, let alone authorize repairs or payment. As for myclaim being rejected and closed, this is news to me. I found I had no recourse due to Palmers response and their lack of response to the BBB but to file a cause of action due to "Breach of Contract". Perhaps this is why my case was closed out without any form of notification from Palmers.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/18/2023

  This claim was already authorized to ******* at the repair facility on 06/02.  Your claim will be processed by the plans insurer directly. You and *********** facility may call ************ to further inquire about the claim.