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:04/03/2024

  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.

  I bought an extended warranty thru Palmers Administrative Services Dec 19, 2021. Until this time I have not needed to use it. I am unable to speak with anyone I. The claims department. The number given gives information on after 2022 but nothing for before. My repair center has emailed the information for the repair but has not heard anything back. This is for a 2016 Dodge Journey. I paid in over $4000 for the contract. Since they do not seem to want to fulfill their part of the contract, I would prefer a refund , but would consider them paying for the repairs.

  Business Response

  Date: 04/04/2024

  We apologies for the inconvenience you are experiencing. Palmer Administrative Services is no longer the administrator responsible for claims on your agreement. Life of the *********************** is the claims administrator and they can be reached directly at ************ and ***********************

• Initial Complaint

  Date:03/18/2024

  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 purchased a contract through palmer that I ended up not needing, went through the steps to cancel. It has been 6 months, finally contacted paylink and have been told my refund d was ******* last month but palmer never called and has not Rameses my refund to me, cannot contact them. They do not follow their own policy of 6-12 weeks and phone calls. I would really like my refund.

  Business Response

  Date: 03/19/2024

  ***********************,
  We are truly sorry to hear about your dissatisfaction with your experience with Palmer. Your feedback is invaluable to us, and we are committed to resolving your concerns promptly and efficiently.
  Upon review of your account, we understand that you are requesting a refund of $750.00 related to a contract purchased on October 19, 2022, and active until August 4, 2023. We acknowledge the inconvenience you've faced due to the delay in processing your refund and the difficulty in reaching out to us for a resolution. Please accept our sincerest apologies for any frustration this has caused.
  After carefully reviewing your account and the terms of your contract, we have determined that a prorated refund amount of $147.10 is applicable, based on the duration your policy was active. We assure you that this calculation is in accordance with our company's policies and the specific terms of your contract.
  We are processing this refund immediately, and a check for the amount of $147.10 will be mailed to the address we have on file for you. Please allow 5 to 7 business days for the check to reach you. We hope this resolution is satisfactory and helps alleviate some of the inconvenience you have experienced.
  Should you have any further questions or require additional assistance, please do not hesitate to contact us directly. We value your business and are committed to ensuring a positive experience with our services.
  Thank you for bringing this matter to our attention, and again, we apologize for any inconvenience you have encountered.

  Customer Answer

  Date: 03/19/2024

  
  Complaint: 21448721
  
  I am rejecting this response because:
  
  When i spoke to Paylink about why my refund has not been issued they said the refund in the amount of 750 and some change had been released but I had never received it,  so I am trying to understand the difference in the amount they said I was getting and what you are saying I am getting in a prorated amount because the numbers are now adding up.  Especially when i had not made any claims on the warranty that i held with you. Please let me know. 600 dollars is a big difference. 

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

  Business Response

  Date: 03/22/2024

  ***********************,
  Thank you for your continued correspondence regarding your refund request. We understand your concerns and appreciate the opportunity to explain how we determined the prorated refund amount.
  Based on the information you've provided:
  The total contract price was $3,725.00.
  The contract began on 10/19/2022 and was canceled on 8/21/2023.
  During this period, the contract was active for 306 days.
  The daily rate for the contract, considering its full term of 791 days, is calculated as $3,725.00 / 791 = $4.71 per day.
  The amount earned by the contract until cancellation is 306 days * $4.71 = $1,441.26.
  The total amount received from you was $1,639.00.
  A cancellation fee of $75.00.
  Additional adjustments include a Palmer contribution of $24.36 and a producer contribution
  After accounting for these factors, the prorated refund was calculated as follows:
  Total Received-(Contract Earned+Cancellation Fee+Adjustments)=Refund AmountTotal Received-(Contract Earned+Cancellation Fee+Adjustments)=Refund Amount
  $1,639.00 - ($1,441.26 + $75 + (-$24.36)) = $147.10
  This calculation complies with the terms of your contract and applicable state laws. We hope this clarifies the prorated refund amount. A check for $147.10 has been processed and should reach you shortly.
  We regret any inconvenience this matter may have caused and are here to address any further concerns you might have.

  Customer Answer

  Date: 03/28/2024

  [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:03/11/2024

  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 have been trying for over a month to get my car repair approved. It has been at Dupage Transmission since February 1st. My contract # AAPL115830. Please someone respond to my message. I'm very disappointed and frustrated with the service I'm receiving. My premium has been taken out of my account twice since my car has been in the shop, but no one is contacting me about my claim. That's not right.

  Business Response

  Date: 03/14/2024

  Thank you for bringing this matter to our attention. Upon reviewing the claim associated with this service agreement, we acknowledge that there was an oversight in the processing, resulting in an undue delay in the approval and subsequent communication to the repair facility.
  
  We extend our deepest apologies for this lapse in service. Please be assured that this incident does not reflect the high standards we set for ourselves and our commitment to our customers. We understand the inconvenience and frustration this may have caused.
  
  We have taken immediate action to rectify the situation: as of 03/07/2024, we have ensured that the claim authorization was sent to ***** at the repair facility. Furthermore, ***** has been provided with all necessary instructions to facilitate payment upon completion of the repairs.

  We are sincerely sorry for any inconvenience this may have caused and are committed to making things right. We appreciate your patience and understanding as we work to improve our processes and prevent such occurrences in the future.Thank you for giving us the opportunity to resolve this issue, and we look forward to serving you better moving forward.

• Initial Complaint

  Date:02/27/2024

  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 have been paying money for a warranty on my car for at least 3 months. I have an issue with my car and I took it to the shop on February 12,2024. They shop tried to contact the claims department for a week straight and could not reach anyone as the claims phone just rings and after 22 minutes it hangs up. I CALLED SEVERAL TIMES and it done it to me as well. It has now been 3 weeks and no one has picked up. I called the payment department and the *************************** and they will pick up but they just transfer me to claims and it hangs up after 22 minutes. I spoke with the ladies in **************** 3 times this week and she said she escalated to the manager last week and to no avail no one person has called me back or access my claim. Then I spoke with the same customer service lady and she said she cant contact the manager she can only send a message. I think this is a SCAM because no one can ever contact a person for a claim but they will take your money and they will give you the run around knowing that they do not have a CLAIMS DEPARTMENT. I have missed numerous meetings and work because my car is stuck in the shop.Please help and stop this company with scamming people out of there hard earn money.

  Business Response

  Date: 03/11/2024

  We sincerely apologies about the breakdown in the service you have received. Some process changes have led to increased hold times we we understand are not acceptable in any situation.  
  
  We have taken immediate action to rectify the situation as we have setup a claims telephone line that leads directly into our claims team who is immediately available to take your call. You or *********** facility may reach this claims team ************. We will also reach out to you until we connect to intake your claim.

• Initial Complaint

  Date:02/26/2024

  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 Am writimg with a complaint Aganist Palmer Adminstrative services in ** , I am a customer since 7/25/2023 , I pay *****$ am month , my policy is for and extended warenty for my **** 2014 escape the policy is to cover powertrain enhanced. I have been having issues with my car and took it to interstate **** in ******** ***** is the service manager I have been working with **********. I took My car in on December 26 th or 27 Complaint that my transmision was acting funny shifting slow up and fast going down , also noticed the terbo was serging up and the car was serging up and back in a forward back motion. ****** has had mu cat since then have tried over 10 x to get Palmer to fix, At first they were ver help full scheduled a vertiual inspection with **** dealer and transmision expert , Jan 10/2024 they were in agreeance that i needed a transmision, we have been waiting for aproval for transmision ever since . when calling Palmer can never get a hold of Claims , and have talked to ****** in customer service, **** times , each time she reaches out to claims and no answers, I need my car as I have been driving my fathers truck and because of health isues it is not easy for me to get into. I need help getting the warenty people to pay for my transmision. ***** has emailed and cant get them to reply either. I am paying for a service and not getting any where.

  Business Response

  Date: 03/06/2024

  We have reviewed the claim filed under this service agreement. After the review we did find that a breakdown in the handling of this claim that has caused a significant delay in the claim approval being delivered to the repair facility. We would like to sincerely apologies for this breakdown in service. This is not a stand that we hold ourselves to nor should a customer ever have to expect that level of service quality. We have confirmed that the claim authorization has been delivered to ***** at the repair facility as of 12:32 eastern yesterday. ***** has also received the instructions to receive payment for the claim once the repair is completed. Again we sincerely apologies and we hope to provide exceptional service moving forward. 

  Customer Answer

  Date: 03/11/2024

  [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:02/17/2024

  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.

  On 01/29/2024 my repair facility file a claim but they never got a respond or call if them neither , the repair cost ***** on my *** 750IL , I been calling the company for weeks over weeks they left note on your account and send them to claim **** but not call them , and connect you with them .. talk , I been paying every month but dont want next month cause they not doing the job or fulfilling the contract agreement my contract number PELRF483427 , PLEASE i need respond not from yall customer support they not useful in situation

  Business Response

  Date: 03/11/2024

  Thank you for bringing this matter to our attention. Upon reviewing the claim associated with this service agreement, we acknowledge that there was an oversight in the processing, resulting in an undue delay in the approval and subsequent communication to the repair facility.
  
  We extend our deepest apologies for this lapse in service. Please be assured that this incident does not reflect the high standards we set for ourselves and our commitment to our customers. We understand the inconvenience and frustration this may have caused.
  
  We have taken immediate action to rectify the situation: as of 03/05/2024, we have ensured that the claim authorization was sent to the repair facility. Furthermore, the repair facility has been provided with all necessary instructions to facilitate payment upon completion of the repairs.
  
  We are sincerely sorry for any inconvenience this may have caused and are committed to making things right. We appreciate your patience and understanding as we work to improve our processes and prevent such occurrences in the future.Thank you for giving us the opportunity to resolve this issue, and we look forward to serving you better moving forward.

• Initial Complaint

  Date:02/13/2024

  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.

  I was contacted by Palmer Administration within the last week of November 2023 to get a extended warranty for my 2014 ****** Murano, which I purchased on 11/06/2023. I excepted the extended warranty and it began on 12/01/2023 when I paid $99 to initiate my extended warranty. My first payment of $90 was taken out on 01/04/2024. On 01/18/2024 I took my ****** to ******************* in ******, ** because I was having trouble with my car not performing well. I was told that I needed a new transmission and Mikey, my service provider submitted a claim to Palmer Administration the morning of 01/18/2024. The claims department never responded to that claim, except for having someone come out to assess my ******. Many calls will made by ***** and myself and the only response was that you can't leave a message for claims, claims department never returned any calls when customer ******************** left general messages, messages directly to the supervisor, nor "high priority" messages. I picked up my ****** from ****** ****** on 02/01/2024 and took it to Aamco Transmission in ********, **. On 02/02/2024 **** of ***** attempted to contact Palmer Administration to no avail. He later advised me that he did not believe Palmer Administration to be a creditable company. On 02/06/2024 another payment of $90 was taken out of my account and I was still trying to speak with claims about my claim. The process to repair my ****** began 02/05/2024 and was completed on 02/07/2024. I put $4700 on multiple credit cards to pay for my repair. No one ever was able to reach Palmer ********************************* I tried to cancel my account on 02/06/2024 and I learned that it still wasn't closed on 02/08/2024. To sum this up I want my account to be closed and to receive proof, plus I want all of the money I paid back since they fail to uphold their part of the contract.Service Agreement # AAPL123558

  Business Response

  Date: 02/14/2024

  Thank you for bringing your concerns to our attention through your complaint submitted to the Better Business Bureau regarding your experience with Palmer Administration's claims process for your 2014 ****** Murano. We understand the frustration and inconvenience you have faced, and we appreciate the opportunity to address this matter.
  Upon review of your case, including communications with the service providers and our internal claims department notes, it appears there was a misunderstanding regarding the eligibility for coverage under your extended warranty agreement. According to our records, your claim was denied based on the vehicle's mileage since the purchase of the contract. Our policy specifies that a vehicle must travel over ***** miles from the contract's inception date to qualify for certain types of coverage. At the time of the claim, your vehicle had only traveled 347 miles since the contract's purchase date on 12/01/2023, with an odometer reading initially at ******* miles and later at ******* miles.
  This condition is part of our efforts to ensure that pre-existing issues are not covered under new contracts, to maintain fairness and viability of our warranty programs for all customers. However, we acknowledge the communication challenges you encountered while trying to reach our claims department for clarification and assistance.
  To address your request to cancel your extended warranty and for the refund of payments made, we kindly ask you to contact our **************** team directly at ************. Our team is available from 5 AM to 5 PM PST and will provide you with the necessary instructions to process your cancellation. Please have your Service Agreement # AAPL123558 available when you call to expedite the process.
  We sincerely apologize for any inconvenience and dissatisfaction you have experienced. Palmer Administration is committed to improving our communication and processes to better serve our customers. We value your feedback as it helps us to enhance our services.
  If you have further questions or need additional assistance, please do not hesitate to contact us directly at the number provided above.

• Initial Complaint

  Date:02/01/2024

  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 purchased an extended warranty with the company - my contract# ***********.
  November 6, 2023 I contacted the company and was approved for a claim to repair my vehicle. I was told i would need to pay the invoice and would be reimbursed since the repair shop would not work with the warranty company. Repair for a wheel bearing, total $885, they would cover (and send me a check) for $594.70. Submitted all documents on line as they requested. Waited... began following up with the company via phone 11/16/23 and was told they se the claim and i should receive a check with in 2-3 weeks. Continued follow up 12/14 by email and phone numerous times over the next month+. I have at least 17 documented calls or email since. Rarely if i do get thru to someone they transfer me to non working extension, back to original que, or to infinite ring (i have waited upto 10 min for the ring to be answered)

  Business Response

  Date: 03/29/2024

  Thank you for bringing this matter to our attention. Upon reviewing the claim associated with this service agreement, we acknowledge that there was an oversight in the processing, resulting in an undue delay in the approval and subsequent communication to the repair facility.
  
  We extend our deepest apologies for this lapse in service. Please be assured that this incident does not reflect the high standards we set for ourselves and our commitment to our customers. We understand the inconvenience and frustration this may have caused.
  
  We have taken immediate action to rectify the situation: as of 03/04/2024, we have ensured that the claim payment has been processed and the reimbursement check has been issued and mailed to the customer.
  
  We are sincerely sorry for any inconvenience this may have caused and are committed to making things right. We appreciate your patience and understanding as we work to improve our processes and prevent such occurrences in the future.Thank you for giving us the opportunity to resolve this issue, and we look forward to serving you better moving forward.

  Customer Answer

  Date: 03/29/2024

  
  Complaint: 21233350
  
  I am rejecting this response because:
  

  I acknowledge that they sent a check BUT it was for only a small portion of what it is supposed to be.

  They had approved to pay only a portion of the bill i paid originally, but now they have only paid a portion of that portion and not what they agreed to pay me originally.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 04/03/2024

  This claim was filed for the vehicle's front wheel bearings. The claim was authorized on 11/06/2023 in the amount of ****** which was after the two $100.00 deductibles and sales tax. The authorization never changed. The authorization was for 100% of the repair facilities requested amount.

• Initial Complaint

  Date:01/31/2024

  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.

  My vehicle has been in the shop for almost a month. The auto shop states that they never get response on phone. An inspector finally came last week and verified the damages however we are still waiting for payment/approval for repair of my vehicle.

• Initial Complaint

  Date:01/29/2024

  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 have been with Palmer going on two years now for their extended warranty program.I filed my first claim with them in December. They have not paid the claim to ******* *** yet. *********** has called several times and got nothing but a run around. I have also called several times and gotten no where. *********** is now asking me to pay the balance on what is owed that Palmer should have paid. I just want them to pay *********** what is owed.

  Business Response

  Date: 03/29/2024

  Thank you for bringing this matter to our attention. Upon reviewing the claim associated with this service agreement, we acknowledge that there was an oversight in the processing, resulting in an undue delay in the approval and subsequent communication to the repair facility.
  
  We extend our deepest apologies for this lapse in service. Please be assured that this incident does not reflect the high standards we set for ourselves and our commitment to our customers. We understand the inconvenience and frustration this may have caused.
  
  We have taken immediate action to rectify the situation: as of 03/08/2024, we have ensured that the claim payment was issued as reimbursement to the customer. The reimbursement check was processed and placed in the mail on the 8th.
  
  We are sincerely sorry for any inconvenience this may have caused and are committed to making things right. We appreciate your patience and understanding as we work to improve our processes and prevent such occurrences in the future.Thank you for giving us the opportunity to resolve this issue, and we look forward to serving you better moving forward.

  Customer Answer

  Date: 03/29/2024

  [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,
  
  *************************