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:08/06/2024

  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 have been paying Palmer Administrative services for a warranty in case my car had problems. I took it to **************************** and they did an claim online. Palmer approved the claim for $1900.00. Once the car was fixed the Auto Air tried calling Palmer to get payment. Palmer said their credit card was compromised and they were waiting on another card which they should have received that day being Wednesday July 31. Later that afternoon Auto Air tried calling back to Palmer for payment but no has not answered the phone since. Auto Air has tried calling since the car was completed 6 days ago. They have called 2 and 3 times daily with no answer. I have also tried calling 3 and 4 times daily and sent emails to the company but have not received a response. My car is still at **************************** because they will not release without payment. This is my car that I do business in. I am at a lost and don't know what to do from here. I spoke with Palmer's customer service department but they said they could only send an email but could not give me a direct phone number to the claims department. My car is still there waiting to be picked up from **************************** @ ************ (*********************************). Warranty account #************** and the contract is AAPL131964.

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced processing this claim. Our records indicate that this claim has been paid in full as of 08/09/2024. Please let us know if we could be of any further assistance with this claim.

  Customer Answer

  Date: 08/19/2024

  [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:08/05/2024

  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.

  At the beginning of June 2024, my car started giving me stop-and-go issues. Finally, on 6/12/2024, my car stopped running altogether. I called my car warranty Palmer and spoke to ****, who helped me have my car towed to ******** in ********. Once my car was towed to ********, I called Palmer again and gave them my ID#********** to the general officer and they transferred me to the claims department ***************) extension 505 the line rang for 30 minutes and no one picked up. I called back again and **** picked up again I explained the issue that he helped me with and that no one picked up and he transferred me again. After another 30 minutes, no one picked up on the claims department. This has been happening for two months (6/13/2024-8/5/2024). Today, I called (8/5/2024) and now no one is picking up at all. ******** has reached out to Palmer and there is no answer and my car has not been worked on at this time. Palmer has taken $99 out of my account and sent me another new warranty booklet in the mail. I want my car fixed. Palmer assured me that my car would be fixed due to me having it towed there.

  Business Response

  Date: 08/13/2024

  We have been contacted by the repair facility and customer regarding this claim. During these calls we have advised both parties that the claim would need to be filed online at claimadm.com. We have received several emails from the repair facility with partial repair information and a few black estimates but they have refused to submit the claim via our online claims portal at claimadm.com. the claim can proceed forward once it is received via our online claims submission portal.

• Initial Complaint

  Date:08/01/2024

  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 needed to file a claim for repairs on my car. I called Palmer Admin Services on June 24, 2024 to inquire how to file a claim. My calls went unanswered for a couple of weeks. I finally talked to customer service and was informed to have the dealership(Audi of Wilmington) file the claim on the website. On July 15, 2024 the dealership supposedly filed my claim. I have continued to call the claims department with some questions and to get an update on the status of my claim. But my calls have still gone unanswered.

  Business Response

  Date: 08/02/2024

  Upon receiving the complaint, we thoroughly reviewed Mr. ******** case. We have verified that the claim was indeed filed by Audi of Wilmington and has since been processed. Here are the details of the approved claim:
  Total Authorized: $450.00
  Breakdown of Approved Amounts:
  Water Pump and Associated Parts:
  OEM FMV No Ship (Part #**m121013d):
  Authorized: $290.66
  Shop (Part #**m121688):
  Authorized: $10.74
  Shop (Part #G12e0501grtu):
  Authorized: $20.00
  Labor Charges:
  Authorized: 4.5 hours @ $100/hour = $450.00
  Claim Update and Approval: The claim was approved for direct payment in the amount of $671.40. We acknowledge that there were communication lapses and delays in updating ****************** on the status of his claim. We have taken steps to ensure such delays do not occur in the future, and we are committed to providing timely updates to our customers.
  
  Contact Information: ****************** can reach out to our customer service department for any further queries or clarifications regarding his claim. Our team is dedicated to assisting him and ensuring a smooth resolution process.
  Once again, we appreciate the opportunity to address this concern. We strive to provide the best possible service to our customers and will use this feedback to improve our processes.
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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.

  Palmer car warranty claims office will not answer their phone. I have been trying to contact them since March 2024 to fix my car! I have had customer ******************** send Claims messages about my situation. **************** will connect to claims and the phone will ring for over 30 minutes until it just hang up!! I have call them more than 30 times no response back!! I have sent more than 10 e-mails no response back: I contact a claims July 2024 the phone ring for almost an hour, a staff name ****** he said he's a manager and he look up my information and stated to me you call us back in March, I said yes: I explain to him my car is at Right Price Auto repairs and the owner name is *****: ***** have sent claims pictures of my vehicle and filled out all the documents claim sent him: Now its time for approval: Claims mention to ***** on July 2024 an adjuster will come out, the adjuster never shows up: ***** has been calling claims daily no one will answer the phone: ***** has e-mail claims no one responded back!! It's very frustrating living on a income and watch money leave your account . I believe this company is a fraud!! I will like a refund for the full contract agreement! I believe I may have to take them to court, because no claims agents is answering their phone: I have spent money for rental car and transportation . My car has been in the shop for a month waiting on approval. If you really want to help contact claims and talk with claim manager *************** promise me he will take care the situation, ***** gave me his direct line to him # ************ I been calling this number for weeks no one will answer!! If you really want to help me call Right Price Auto and asked for ***** the owner, his number is ************. I read many customers that's having the same problems I'm having with Palmer car warranty!! Palmer has hire 3 party call line and they tell me we been getting similar complaints.

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced while filing this claim. Our records indicate that this claim approval was delivered to your repair facility via email on 08/08/2024. Please let us know if we can assist any further with this claim.

• Initial Complaint

  Date:07/29/2024

  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 HAD AN ISSUE WITH MY CAR AND I TOOK MY CAR TO THE REPAIR SHOP AND THE REPAIR SHOP CONTACTED PALMER TO SEE IF THEY COULD GET THE CLAIM APPROVED SO ONCE PALMER REACH BACK OUT TO THE REPAIR SHOW GIVING THE APPROVAL TO FIX MY VEHICLE THEN BODGENS AND SONS REPAIRED MY VECHICLE AND TRIED CONTACTING PALMER TO PAY FOR THE APPROVED CLAIM AND NEVER GOT NO ONE TO PAY IT SO THE REPAIR SHOP CONTACTED ME TO LET ME KNOW SO IVE TRIED CONTACTING PALMER AND I GOT NOTHING BUT A RUN AROUND AND ITS GOING ON ONE MONTH AND TWO WEEKS AND IVE ALWAYS MADE MY PAYMENTS WITH PALMER FOR ***** A MONTH SINCE JANUARY AND I THOUGHT IT WAS A GOOD COMPANY BUT NOW I SEE ITS A COMPLETE RIP OFF IF POSSIBLE I WOULD LIKE FOR PALMER TO FINISH MAKING THE PAYMENT TO BODGENS AND SONS IN ********* FL THERE CONTACT INFO IS ************

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced while filing this claim. Our records indicate that this claim was paid in full as of 07/31/2024. Please let us know if we can assist any further with this claim.

  Customer Answer

  Date: 08/14/2024

  It Has Been Paid 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:07/25/2024

  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.

  They called my father who has dementia and he gave them his credit card number. His card has since been cancelled. He doesn't even own a car. I called them today to request a refund. They said they needed my Dad's permission to speak with me; which he gave. They now want me to send over my legal documents vs just refunding the money. He's never used the service because HE DOESN"T HAVE A CAR. I explained to them that I would spread the message that they are not reputable and are predators. There is nothing preventing them from issuing a refund besides greed.

  Business Response

  Date: 07/26/2024

  Thank you for bringing this matter to our attention. We understand the concerns raised by ************************** family and appreciate the opportunity to address them.
  To proceed with resolving this complaint, we kindly request that the complainant provides us with either the policy number or the customer ID number associated with Mr. ********** account. This information will enable us to accurately locate the policy and issue the necessary refund.
  Our customer service representatives follow protocol to ensure that cancellations and refunds are handled correctly, especially in situations where a third party requests changes to a policy. This is to protect the interests of the policyholder and to prevent any potential issues should they wish to file a claim in the future. In this specific case, we need proof showing that ********************** has the authority to act on her fathers behalf, such as a power of attorney document.
  However, to expedite this process and make an exception in this unfortunate circumstance, we are willing to proceed with the cancellation and refund once we receive the policy number, contract number, and the full name of the policyholder.
  We hope this clarifies our position and demonstrates our commitment to resolving this issue promptly and fairly. Please have ********************** send the required information at her earliest convenience so we can move forward with processing the refund.

• Initial Complaint

  Date:07/12/2024

  Type:Order 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.

  In July 2023 i activated extended warranry for my car. I made about 3 payment for it. Payment pay whole covereage of 5 years contract in 2 years. In december 2023 i cancelled coverage and sent all required documentation. Company confirmed all document were received. I was told with in 12 -18 weeks i will receive overpayment prorated check. Now is July 2023 , 7 month (30 weeks) since cancelation. I call every 2 weeks to find out status of my check. Every time i told to wait and nothing happens. Please assist to get back due amout in about $240. ******

  Business Response

  Date: 07/15/2024

  We apologize for the delay in processing the refund.
  ************************ refund has been mailed and should arrive within 5 to 6 business days. If you have any questions,Please reach out to our **************** team.

  Customer Answer

  Date: 07/17/2024

  [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:07/08/2024

  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.

  This transaction was initiated on 04/22/2024 as a vehicle extended warranty. The initial payment amount was $99.00 with $89.00 being deducted from my account on a monthly basis. The company promised that there would be a $100 deductible for claims received. I filed a claim on 07/02/2024 and the company stated I would have to pay half of the $2,200.00 to fix my AC, which I did. My mechanic, which is ****Boys, called to tell me that they still have not received payment and is having a hard time contacting the claims department. I have tried to contact them and have been placed on hold for ***** minutes at which point I am transferred to a call center directory who transfers me back to the claims line and the follows a continuous loop. I have yet to be able to speak to anyone regarding the status of this claim nor would the agent (***) let me speak to a Supervisor nor supply a corporate phone number.

  Business Response

  Date: 07/12/2024

  We apologies for the difficulties you encountered while trying to receive payment for this claim. The claim has been paid as of 07/11/2024.

• Initial Complaint

  Date:07/01/2024

  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.

  On the 13th of each month i was charged $90.00 for an extended car warranty. Palmer was suppose to pay for repairs to my vehicle. I took my car to **************** to get my engine replaced. Palmer approved $2485.00 of the engine replacement, but they didnt make a payment after the car was completed.

  Business Response

  Date: 07/11/2024

  We sincerely apologies for the delay in providing the payment to the repair facility. As of 07/11/2024 this claim has been paid in full to ***************** in the amount of $2485.32.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 6 year, 100K extended warranty for my 2019 ***** HR-V.My car was taken to ***********, ********, ** on 6/26 for service. Neither me or the ************************ can get in touch with the claims department to find out how much of the service Palmer will be responsible. It is now 6/28 and I still do not have an answer and the dealer is holding my car. I don't believe that this is a responsible business practice. **************** was also extremely rude.

  Business Response

  Date: 07/11/2024

  We received a claims inquiry from the customer's repair facility on 06/27/2024 for the vehicle's A/C Pipe, Fender Liner and Sunroof Drains. We responded to the repair facility on 06/27/2024 advising them that none of the failed items are listed for coverage. Unfortunately, we cannot provide an authorization for these claim as the items are not included in the coverage.

  Customer Answer

  Date: 07/12/2024

  
  Complaint: 21914952
  
  I am rejecting this response because:
  

  they failed to repond to calls from the dealership and myself.  It's been more than two weeks since I have tried to get in touch with them.  I paid $3374 for this policy and I want my money back.
  
  
  Regards,
  
  *****************************