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:01/29/2024

  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.

  My contract number is #AAPL113074 and the covered vehicle requires a transmission replacement, following failure, on the road, in late December. At my expense, it was towed to the local dealership who called the ************ on January 2nd. An inspector was sent out on January 4th and it is now January 29th with no response from the ***************** approving the claim. Both the ************** Representative and myself have attempted to contact the ***************** but the result has been either exceedingly long wait times, in which case we have had to hang up due to non-response or the calls have been dropped. However, I did manage to have my call answered this past week (after a sixteen-minute hold) to be told by the ***************** representative who took my call that "they receive case updates daily and that our case had not been updated. Further, that as soon as an update was received, the dealer service department would be contacted". When pressed for an idea of how long this would normally take, the representative simply restated what he had said before. Both the *************** Representative and myself are very frustrated by the lack of response from the ***************** since it is going on a month since the claim was initially submitted and the vehicle is languishing in the dealership parking lot. Both the dealership and myself request an urgent response from the **************** to get the covered vehicle back on the road and this matter settled. Thank you.

• Initial Complaint

  Date:01/23/2024

  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.

  My name is ***************************. I have been a customer of ********************, ***** better know as *********************** -P, for over 6 months. I purchased vehicle protection plans through them for my vehicles, and up until now Ive never had to submit a claim. Recently, my vehicle was experiencing issues, and I was forced to take it to a mechanic near me. After receiving an invoice from the mechanic, I let him know that I do have a vehicle protection plan with Palmer Administrative Services, **** The auto mechanic went ahead and contacted the claims department to let them know what was wrong with my vehicle. Palmer Administrative Services, ***** or ***********************-P, told the mechanic they could only cover a wheel bearing, and none of the other diagnosed issues were eligible for coverage. I have tried endlessly to contact the claims department myself, in an effort to discuss my plan coverage and so that my vehicle can be serviced! However, when I call the claims department at, ************, I get stuck with a ringing tone for hours. There have been times I patiently waited hours only for the call to be disconnected. This is no way to treat customers or conduct business. I feel like Ive been scammed. I feel taken advantage of, and I dont understand. Im paying for a service and cant even receive simple correspondence, let alone help covering these expenses. I need for this company to be honest, accountable, and to show some respect, support, and compassion in my time of need!

  Business Response

  Date: 04/01/2024

  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 do show a claim was called in on January 15th, 2024 for the vehicle's wheel bearing which was approved and paid as a reimbursement to the customer on 03/04/2024. We also see that vehicle's wheel speed sensor, brake fluid flush, torn axle boot, control arms and ball joints were called in but the coverage being primarily a powertrain coverage did not list those additional items for coverage. Unfortunately we were unable to cover the additional items as they were not included in the coverage the customer purchased. Our claims team can be reach directly at ************ to discuss the coverage.
  
  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:01/23/2024

  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 the 3rd party extended warranty plan for my 2014 buick. I have been paying for about a year monthly. My vehicle has been at the dealership for over two weeks waiting on the approval from palmer claim ***** I have had difficulty reaching someone at the claim **** and when I finally reached someone I'm told they are waiting for an email from claims office with the approval to proceed with the repair and once they receive the email they will contact the dealership where my vehicle is located. My acct# ********** or *********** I have made at least a total of $1,422.96 in payment

  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. The claim authorization has been delivered to *** at ********************. If the service has already been completed and paid for by you, please email the paid receipts to ******************* for immediate processing for a reimbursement. We can be reached directly at ************ if you need any additional assistance.
  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: 21187510
  
  I am rejecting this response because:
  I was inconvenienced  a month with out a vehicle. I made numerous attempts to reach someone in the claims **** as well as the repair shop om my behalf, where my vehicle sat for a month. I sent in a notarized letter requesting my account be canceled and a full refund for total payments received to-date. I have not yet received any responses even though it was confirmed that the letter was received. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/03/2024

  *******,
  We truly understand the inconvenience and frustration you've faced over the past month without your vehicle, and for that, we're genuinely sorry. Your experience was far from the high level of service we strive to provide, and we want to make things right.
  We've taken note of your request to cancel your account and issue a full refund.  Your payment plan provider, Paylink, has been informed about your cancellation request, and they're processing your refund. You can expect to see the refund on your card within the next 3 to 4 business days.
  We're here to ensure that everything goes smoothly from this point forward. If you have any questions or need further assistance, please don't hesitate to reach out. We're here for you.

• Initial Complaint

  Date:01/22/2024

  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 am contacting you in regards to my claim filed 20 days ago on January 2, 2024 for CV axels. I have never not once received a call back from anyone within this company to follow up with any claims I have ever submitted. I have made endless attempts to contact the claims department every single day during hours of operation. My mechanic shop at ******* **** ****** has also called every single day and have heard nothing back. I cannot afford to go without my car any longer and request that contact be made immediately. This has been more frustrating than anything I have ever encountered with a warranty company. It is rediculous that no one can connect me to a supervisor, and that no supervisors or managers have attempted to contact me or the shop. I’m not exactly sure what it is I’m paying monthly for if I’m not receiving the service promised. Every person I’ve spoken with through customer service and claims has been absolutely rude, sarcastic, and not helpful at all. Im either hung up on or attempted to be transferred to claims to which the phone hangs up. The claims department has not answered the phone in weeks and the line continues to ring and then eventually someone just forwards me back to the main menu without acknowledging me all.

• Initial Complaint

  Date:01/22/2024

  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 A WARRANTY FOR MY WIFE'S ***. I HAVE ONLY HAD TO USE THE WARRANTY ONCE. A FEW DAYS AFTER THANKSGIVING, MY WIFE'S *** STOPPED AGAIN. I TOWED THE *** MYSELF TO THE REPAIR SHOP. THIS IS WHERE THE *** HAS BEEN SINCE. THE REPAIR FACILITY HAS CALLED, WE HAVE CALLED WE HAVE EMAILED AND NO RESPONSE. YET, THEY ARE STILL DRAFTING THEIR PAYMENTS OUT OF MY ACCOUNT. THIS COMPANY NEEDS TO BE PUT OUT OF BUSINESS AND DIS***DED. THERE IS NO ONLINE CLAIMS OR ANYTHING TO FILL OUT. SO IF YOU DON'T GET SOMEONE ON THE ***** YOU CAN'T MAKE A CLAIM. THIS IS A SCAMMMMMMMM.

  Business Response

  Date: 03/29/2024

  We have an open claim on this agreement for the vehicle's timing components. The failure required a virtual inspection which was scheduled for 3 separate occasions all of which the repair facility did not show up for. We called an left a message to inform the provider that the inspection would need to be completed or the vehicle would need to be moved to a facility that would allow the inspection. We have not heard back regarding the inspection. In order to move the claim forward we would need the repair facility to participate in the inspection process or the vehicle would need to be moved to a new facility. We can be reached directly at ************ if you need any additional assistance.

  Customer Answer

  Date: 04/06/2024

  
  Complaint: 21181783
  
  I am rejecting this response because:
  We ourselves had sent emails as well as phone call that were never answered. They only recently answered a phone call and said the would reach out to the repair shop. 

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

  Business Response

  Date: 04/16/2024

  We reached out to the repair facility on 04/09/2024 and requested that they send us photos of the failures. Again, we have yet to receive the requested photos.

• Initial Complaint

  Date:01/20/2024

  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.

  Am filing on behalf of my 80 year old, 100% disabled father, who I am Legal POA. On 12-19-23 while checking his bank account found a $100 pending charge to Palmer Admin. I called the number listed on the charge and found it was for an extended warranty. Was on hold for almost 30 minutes, asked what this charge was for, was told he had purchased an extended warranty. I explained this was not possible, since he didn't own a vehicle, was wheelchair bound and basically bed ridden. Was informed that the purchase was thru one of their 3rd party phone marketing resources. On the slim chance he said yes to something on the phone I told them to just cancel whatever it was and refund the $100.00. After about a 20 minute hold i was assured that it had been cancelled and the pending charge would be reversed. I forgot about this until today when I found a pending charge from Mepco for $89.96, which he knew nothing about, but after calling the number associated with the charge I was transferred to non other then Palmer. She said she needed to get his permission to speak with me, which he gave. After explaining everything to her and another 20 minute hold, was told that the policy was cancelled charge would be reversed as soon as we sent the cancellation verification code that would come in his email in 30 to 45 min. Couldn't get explanation about verification code. She was putting note on account that he gave prior permission for me to take care of this.After 1 1/2 hours and no email I called the number she had given me to find out what was going on. Woman wanted to speak to him. Explained he was unavailable right now, but note was on account, etc. She kept insisting on speaking only to him, finally she said sorry you got lied to, can only speak to him and hung up. There's more to this, but not enough room to list all details. After reading all the complaints on here it's obvious this company is a scam and am also looking into filing a complaint for Financial Elder abuse.

  Business Response

  Date: 01/22/2024

  Hello,
  
  Firstly, please accept our sincere apologies for the inconvenience and frustration you and your father have experienced. We understand that dealing with such matters can be particularly distressing, especially given your father's health condition.
  Regarding our policy cancellation process, it's standard procedure for our customer service representatives to require direct authorization from the person who initially purchased the policy. This is to ensure the security and wishes of our policyholders are respected. In cases where someone other than the policyholder needs to make changes or cancellations, we typically require proof of legal authority, such as ***** of ******** documentation, to proceed. This policy is in place to protect both our clients and our company from potential misunderstandings or disputes.
  However, given the circumstances you've described, we recognize the need for an exception to our standard process. We acknowledge your father's 100% disability status and your role as his legal ***** of ********. Therefore, we are proceeding with the cancellation of his policy and the refund of the charges to his account.
  Please be assured that a refund of $100.00, as well as the $89.96 charge from Mepco, which represents the first monthly payment, will be refunded to his card ending in ****. The total amount of $189.96 has been initiated for refund. We kindly ask for your patience as it may take 2 to 3 business days for this transaction to reflect in his bank account.
  We are committed to improving our customer service experience and appreciate your feedback, which highlights areas where we can do better. Rest assured, we are taking steps to ensure our processes are more accommodating for situations like yours in the future.
  If you have any further concerns or need assistance, please feel free to contact us directly.
  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 01/22/2024

  [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, provided the refunds come within the next week.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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 an active extended Warrantee with the Palmer agency. They call several times a week to get information to extend the policy. I have repeatedly asked them not to call me. I have even call the companys complaint/customer service and asked them not to call. They assure me they will flag as do not call, but I continue to be harassed every week. Every claim that was submitted was denied, we paid $8000 out of pocket. Before purchasing the policy we specifically asked if certain issues would be covered and was assured it would be.

  Business Response

  Date: 01/11/2024

  Thank you for bringing your concerns to our attention. We understand the inconvenience caused by the repeated calls. It's important to clarify that Palmer itself does not make sales calls. The calls you received were from one of our sellers regarding a promotion. We have taken steps to ensure that your number is removed from their call lists, so you should not receive any more sales calls from our sellers in the future.
  Regarding your claim, our records indicate that only one claim was filed, which was duly paid. The notes from our claims department provide a detailed account of the inspection and actions taken:
  03/19/21: Vehicle details and history were entered, noting it as a 2012 Dodge Ram with regular maintenance and no signs of abuse or collision.
  03/24/21: An inspection was carried out, revealing a functioning AC system after a recharge, with a recommendation for an AC compressor replacement.
  03/24/21 to 03/31/21: Various updates were made, confirming the shipment of necessary parts and coordination for the repair.
  05/11/21: Final arrangements for payment were discussed, with confirmation of part delivery via *** tracking.
  We apologize for any misunderstanding regarding the covered issues and claims. If you have any specific questions or need further clarification about the claim process or coverage, please don't hesitate to reach out to our customer service department.
  We value your business and are committed to ensuring a better experience for you in the future. Thank you for your patience and understanding.

• Initial Complaint

  Date:01/05/2024

  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.

  I joined this company which is like car shield that if my car breaks down it will cover major things. The only thing they ever paid for was the free oil changes the lady threw in to talk me into buying the plan. I've contacted the company to see how to cancel and get my money back. I followed all steps last June of 23. To do that. I have been calling every other week since last June and now it's a whole new year and they still won't send me my money. They had no trouble taking it out of my checking account monthly

  Business Response

  Date: 01/09/2024

  First and foremost, I would like to sincerely apologize for the delay and the frustration this situation has caused you.
  I understand that you have been trying to cancel your plan and receive a refund since June of last year. Please know that it is never our intention to inconvenience our customers, and we genuinely value your patience and persistence in this matter.
  After reviewing your case, I am pleased to inform you that your refund is being expedited. We have processed the necessary paperwork, and the refund will be mailed to you this week. Please allow 5 to 6 business days for the check to reach you.
  We deeply regret any inconvenience this delay may have caused and are taking steps to ensure that such issues do not recur in the future. Your feedback is crucial in helping us improve our services.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to ensuring your complete satisfaction and hope to restore your faith in our company.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/22/2024

  
  Complaint: 21097077
  
  I am rejecting this response because:I didn't respond because this is the first email I've got since I sent you one. I want to know how I'm supposed to contact them directly when they left. No information because I received a check yesterday and the names have nothing to do with Palmer. I'm questioning if it's even legitimate and I want to know what happened to the rest of my money because they only paid for maybe four oil changes between 50 to $70 and I paid on that for at least 2 years. Where's the rest of my money?
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 01/22/2024

  *************************,
  Thank you for reaching out with your concerns. We understand that you have questions regarding the legitimacy of the check you received and the calculation of your refund. Please allow me to provide some clarity on these matters.
  Firstly, you can always contact us directly through our **************** line at ************ for any inquiries or further assistance.
  Regarding the check you received, it is indeed legitimate. The check is issued by MB Administration, which is a partner of Palmer. They handle all the refunds for our customers, so the name you saw on the check aligns with our refund processing procedure.
  Let's address the details of your refund calculation. You purchased the policy on August 27, 2020. According to our records, every claim you filed has been duly paid. Here is a breakdown of how your refund was calculated:
  Contract Price: $4,177.00
  Contract Start Date: 8/27/2020
  Contract Term: ***** days
  Contract Cancellation Date: 6/14/2023
  Total Amount Received: $4,177.00
  Days Active / Earned Per Day: ***** days / $2.25 per day
  Contract Earned: $2,297.25
  Claims Paid: $300.00
  Cancellation State / Fee: ******* (**) / $50.00
  Calculated Refund: $1,529.75 Amount Refunded: $1,529.75
  This calculation reflects the period you were covered under the policy, the claims that were paid, and the applicable cancellation fee as per the policy terms.
  We hope this breakdown clarifies the refund process and the amount you received. If you have any more questions or need further clarification, please don't hesitate to contact us at our **************** line. We are here to assist you and ensure your satisfaction.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21097077
  
  I am rejecting this response because:I can't call the company. I can only do texting. Please ask the company if what they paid was for the few oil changes I got. Because that's all the paid for. In that case they use fraudulent means to get people to sign up. Because the sales lady that called me to get the plan through in free oil changes for the life of the policy if I signed up because I wasn't going to get it. Which appears not to be free if you took the money out of my money. So the people that represent you lie just to get customers.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 01/30/2024

  *************************,
  Thank you for your continued communication and for sharing your concerns with us. We appreciate the opportunity to address them. Our customer service team is available to assist you during our business hours, which are from 6 AM to 5 PM PST. You can reach us at ************.

   Regarding the claims and the services provided under your policy, our records confirm that the claims we processed and paid for were exclusively related to the oil changes. We acknowledge that the sales representative offered free oil changes for the life of the policy as an incentive for you to sign up. Our review confirms that these oil changes were indeed covered under the terms of the policy you purchased.

  We want to assure you that it is not our practice to use misleading tactics to gain customers. Our intention is always to provide clear and accurate information about our services. If there has been any misunderstanding or miscommunication, we deeply regret that and are committed to rectifying it.
  If you have any more questions, need further clarification, or wish to discuss your concerns in more detail, please do not hesitate to contact us during our business hours. Our team is here to assist you and ensure that you are fully satisfied with the resolution of your concerns.

  Customer Answer

  Date: 02/12/2024

  
  Complaint: 21097077
  
  I am rejecting this response because:I did reply. I told you to forget it because they were dishonest. When you tell a customer something is free. It is free. You don't go and charge them for the money that they've collected from you.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an extended warranty with Palmer Administrative Services on my 2015 QX60 Infiniti and did not use the warranty. It was paid in full under the terms of the policy. Under their policy they are to reimburse me for the unused portion based on the time frame of the number of years of the policy. I wrote to them in February or March 2023 about the warranty and the reimbursement. In May I called as was told that they had a major walk out and that was the reason I hadn't received my refund. I have made phone calls to them on 9/13; 10/24; and 11/24/23 and spoke with ******* who informed me that they were sending an email to the finance person but couldn't cc me on the email to expedite my refund. To date I have not received a refund. I was told that someone would call me on a Friday before my refund would be issued. I am making contact to the BBB as my first attempt to ask for assistance before taking legal action.

  Business Response

  Date: 12/21/2023

  We have received your complaint filed with the Better Business Bureau regarding the refund request for your extended warranty with Palmer Administrative Services on your 2015 QX60 Infiniti. We understand your concerns and appreciate the opportunity to address this matter.
  Upon reviewing our records, we found that the refund amount you are eligible for is $499.00, not $2,876.16 as initially expected. This discrepancy arises from the way the refund is calculated, based on the amount of time your policy was active.
  Here's a breakdown of the refund calculation for your reference:
  Contract price: $2,978.00
  Contract start date: 10/30/2019
  Contract term (in days): 1,491
  Contract cancellation date: 2/13/2023
  Amount received for the contract: $2,978.00
  Days your contract was active / Earned per day: ***** / $2.00
  Amount earned on the contract: $2,404.00
  Claims paid: $0.00
  Cancellation state / Fee: AR / $75.00
  Calculated refund: $499.00
  We sincerely apologize for the delay in processing your refund and any inconvenience this may have caused. Your refund of $499.00 will be mailed to the address we have on file for you as soon as possible. Please allow 5 to 6 business days for it to arrive.
  If you have any further questions or concerns, please do not hesitate to contact us. We are committed to resolving this matter to your satisfaction.

  Customer Answer

  Date: 12/27/2023

  [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:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 12/14/2023

  Thank you for reaching out to us through the Better Business Bureau.
  I understand that you intended to include some documents with your complaint for us to review. However, it appears that these documents were not attached successfully to your submission. We want to ensure that we fully understand your concerns and address them appropriately, so having access to all relevant information is crucial.
  Could you kindly recheck and resend the documents? You can attach them directly to your response in this BBB complaint thread, or if you prefer, you can email them to us at **************.
  We are committed to resolving any issues our customers may face, and your satisfaction is our top priority. Once we receive the necessary documents, we will promptly review them and continue to work towards a resolution.
  Thank you for bringing this matter to our attention. We appreciate your cooperation and look forward to resolving your concerns as quickly as possible.