Business Profile
Extended Warranty Contract Service Companies
Palmer Administrative ServicesThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 224 total complaints in the last 3 years.
- 62 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/25/2024
Type:Product IssuesStatus: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 received an authorized warranty claim on May 16th, 2024. Authorization # SR0G7Q78.$1,804.36 is owed. Their claims phone number redirects to a third party customer service center that directs us to contact their claims department. Palmer is a Scam.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:06/14/2024
Type:Order IssuesStatus: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 van has been in shop since May23,2024.Palmer gave me a contract no.It is AAPL125985. *************** will not give me any information at all about my account . Claims will not answer the phone. I've called the business office and now they answer the phone and don't say anything but claims department is closed and hang up. I'm stopping payment to them now. They are a scam.******** went to the shop and said approved and gave no documentation. They won't talk to the garage owner.run around with all different numbers that says they are 3rd.party and they know they can't do anything. Please help me. I need my van fixed. I have a handicapped son who needs this van very badly.Thank you so. Kindly. Please let meknow something!Business Response
Date: 06/25/2024
We apologies for the experience you are having with your claim. This claim has been approved and the approval was sent to the repair facility on 06-19-2024 in the amount of $2545.00. To receive payment the repair facility needs to email the final invoice showing the repair as complete to *************** and then they can call ************ for payment.Customer Answer
Date: 08/21/2024
Complaint: 21853446
I am rejecting this response because:Palmer admin has not sent any money or any information and the paid invoice has been emailed twice
Regards,
**********************************Business Response
Date: 08/27/2024
We have a final invoice from the repair facility but it was marked paid by customer via check but a cleared copy of the front and back of the check was not sent. If you would kindly send a cleared copy of the front and back of the check used to pay the service provider we can issue a reimbursement.Initial Complaint
Date:06/14/2024
Type:Service or Repair IssuesStatus: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 vehicle warranty for 2007 MKZ 12/23. Submitted claim for A/C repair 6/24. They never paid their portion ( $1507.00) of repairs to ***** and ********* for repairs even though they authorized it with dealership. Both dealership service manager and myself called them several times for payment. They ran us around in circles on the phone after several phonecalls over 3 days, by giving us the incorrect phone numbers for the claims ***** They never called us back or sent the payment. I had to pay the full amount ($2607.00) in order to get my car backBusiness Response
Date: 07/11/2024
We sincerely apologies for the difficulties you experienced while filing your claim. We have processed your claim and issued your reimbursement in the amount of $1529.22 which should arrive via **** within the coming days.Initial Complaint
Date:06/13/2024
Type:Service or Repair IssuesStatus: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 2 vehicles with Palmer warranty on them, the first time the repair facility kept calling them to file a claim they wouldnt respond to the claim and I had to pay out of pocket for a $850 repair. Now this most recent time I took my other vehicle in for repair, they authorized the repair, then when the job was finished the repair facility called in for payment and after a week of calling they still have not answered. They keep redirecting the call to different departments that say they have nothing to do with Palmer and theyre only a 3rd party directory service for them. Now Im mostly like going to pay the full bill again, even though I already gave them thousands of dollars for coverage. They are scamming customers and repair facilities, the fact they havent gotten shut down is beyond me.Business Response
Date: 07/11/2024
We sincerely apologies for the difficulties you are experiencing with our claims department. Can you please email ************************* with any paid receipts you may have for repairs that you were unable to submit to our claims department. Also, we do show claim number SQF2K0p6 as ready for payment and payment will be made today.Initial Complaint
Date:06/13/2024
Type:Customer Service IssuesStatus: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 happen 6/24. I pay Palmer 95 dollars per month for a warranty on my car. My car went to the shop 5/24. Palmer finally gave the ok to repair my car. The mechanic has finish the repairs and he is unable to get in touch with Palmer to pay ******. I tried to get in touch with them and no one answer the phone but the third party who is *****. They will tell you to call the same number and extention and the same thing happens all over again. We can't get Palmer to answerBusiness Response
Date: 07/12/2024
We sincerely apologies for the difficulties you have had processing your claim. Your reimbursement in the amount of $744.39 has been processed and you should receive the check in the coming days.Customer Answer
Date: 08/07/2024
Complaint: 21843285
I am rejecting this response because: Good morning. I am sorry to bring this issue up again. I was informed by BBB that Palmer Administrative is going to reimburse me ****** . That was on 7/25/24. So far I have not seen a red cent. And I am beginning to believe that they said that to keep us quiet. I am someone who is needing help letting people know that this is a company is operating with out trust. So far I don't know which way to turn to get my reimbursement due to the distance between us. But hopefully BBB can help me to help others from companies like this. Thank you for your time
Regards,
**************************Business Response
Date: 08/14/2024
****************,
A replacement check has been reissued and it went into the mail yesterday. It should arrive within the next 1 to 2 days.
Initial Complaint
Date:05/30/2024
Type:Service or Repair IssuesStatus: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.
Claim was filed for engine replacement in my 2016 ******* Tucson in early Feb 2024. No reply to numerous phone calls. No one answered phone in *********** No reply to my numerous emails. Finally gave approval on 3/15. The approval was that they would approve only $6743.11 minus our $100. Deductible, making their payment $6643.11. They would not pay more than $5000. for the engine and required a 6 month 6000 miles warranty. Only authorized 100.hour for labor. Anything over the approved $6643.11 would be our responsibility. After searching for an engine that met the requirements one was found for *******. Asked if they could allow more and received a reply (after numerous emails and phone call which were never answered) finally on April 25, they emailed me No additional monies. Tne total bill was $10245.98. We paid our part which was3602.87. Car ready on May 23, all paper work and bill for their balance sent on May 24 and resent on May 28.. Instructed to email and then to call after email sent for payment. Called and no answer. Still no one answers phone. I cannot pick up car until they make payment. (This is due to poor customer service from ********************** Adm.Can you help get this settled. Only car we have. Been without car since 2/7/2024.Business Response
Date: 06/05/2024
We greatly apologies for the level of service you experienced. This claim was updated as paid in full to the repair facility on 05/31/2024. If any of your concerns are still outstanding that were not resolved with the claim resolution please let us know, we can be contacted at ************ or via email at *******************Initial Complaint
Date:05/16/2024
Type:Service or Repair IssuesStatus: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 claim # **********, I took out a warranty for my vehicle with Palmer administrative services. My vehicles air conditioner went out and I submitted a claim to Palmer, I took my vehicle to *** **** in Deland Florida phone number ***–***-****. Palmer gave *** **** the OK to repair the vehicle. My vehicle was completed yesterday and there is nobody working in the Palmer claims department to make payment to *** ****. The phone number for the claims department is ###-###-#### the customer service number is ###-###-#### and when I called them they tell me to call another number for claims which is ###-###-####. My car has been completed since 2 o’clock yesterday. Today is May 15 and still no payment has been made, *** **** also sent them an email requesting a return call, please helpBusiness Response
Date: 08/13/2024
We do apologies for the inconvenience you experienced while filing your claim. Our records indicate that this claim was paid out as a reimbursement on 06/25/2024. Please let us know if we can assist any further with this claim.Initial Complaint
Date:05/15/2024
Type:Product IssuesStatus: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.
Auto Warranty Policy PELMF408066-transferred to me after Grandfather death 11/3/2023 3/28/2024-Cancelled my car warranty due to them denying my claim and refusing to replace the engine in my vehicle. Requested refund at that time. Also sent certified notarized letter through **** to a PO Box that a representative provided. 4/20/2024-Followed up regarding the refund and was give the email of ******** Service Supervisor ***************************** 4/22/2024-Emailed ******* and received no response 4/25/2024-Sent another follow up email to ******* and received no response 4/30/2024-**** who cancelled the policy emailed her on my behalf and ******* finally called-she was short and made the statement that the refund typically goes back on the card with which the warranty was paid, however I explained that the original form of payment no longer existed, it belonged to my grandfather and he passed away last year. She said she would look into how to process the refund and follow up with me. 5/10/2024-Tried calling and asking for ******* and was told they would send her a message. No response. Sent ******* and email requesting an update and once again no response. It seems as though they are trying to make obtaining a refund so difficult that I give up.Business Response
Date: 05/22/2024
We apologize for the inconvenience and frustration you have experienced regarding the refund for the auto warranty policy PELMF408066 that was transferred to you after your grandfather's passing. We understand the importance of timely and effective communication, and we regret that this was not your experience.
******* was following our standard protocol, which typically involves issuing refunds to the original payment method. However, given the unique circumstances of this case and the original form of payment no longer existing, we have decided to process your refund directly to you.
Please allow 5 to 6 business days for the refund to be processed and appear in your account. We hope this resolves the matter to your satisfaction. If you have any further questions or need additional assistance, please do not hesitate to contact our ****************************
Once again, we apologize for any inconvenience this situation has caused and thank you for your patience and understanding.Customer Answer
Date: 05/22/2024
[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, however how would you refund directly to my account when you havent asked for my bank account information? I dont want the case closed until we clarify that.
Regards,
***************************Initial Complaint
Date:04/18/2024
Type:Service or Repair IssuesStatus: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 are not paying my mechanic they let the time run out daily they are closed no body knows nothingBusiness Response
Date: 04/29/2024
This claim was received on 04/15/2024 at 4:23pm. Approval was provided to the repair facility on 04/15/2024 at 4:37pm. The repair facility was paid immediately when they sent in the invoice on 04/19/2024. There was no delay in processing this claim.Initial Complaint
Date:04/10/2024
Type:Service or Repair IssuesStatus: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.
This company took payments from me for 12 months automatic draft never a late payment I tried to get them to fix two different things on my vehicle they denied both of them I had to repair on my own eventually I had a serious issue they wouldn't repair that I couldn't find the part for my vehicle my vehicle said for months at the car repair facility. I followed the protocol I called spoke to someone they canceled the warranty I did everything I needed I had the paperwork notarized I was told the paperwork has been received and that a check has been mailed that was 6 months ago I would like to have my money back it's like I just gave this company money for nothing they never did one thing for me and I gave them over $1,200. I feel like I was scammed every time I call customer service someone tells me they will get a message and someone will call me on Thursday there has been 6 months of Thursdays. I still have yet to get a phone call or any paperwork stating they are processing my check I would like to have a refund and I would never ever deal with this company again.Business Response
Date: 04/11/2024
***********************,
We sincerely apologize for the delay in addressing your concern. A check has been mailed to you; please allow 5 to 6 business days for it to arrive.Customer Answer
Date: 04/17/2024
Hello I thank you for contacting palmers on my behalf. At this time I'm asking what check amount they are offering me in return before I accept. I'm willing to accept a check which should be at least $1000.I see they said they were sending a check but I haven't received a letter, phone call or check. I just want my refund and I will be happy.
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,
***********************
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