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:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I trusted the warranty to be timely and at this point im pretty sure its a scam, my vehicle has been sitting at the mechanics finished for about 3 weeks now with the mechanic and I calling multiple times daily with constant excuses of outages and phones being down for months. My mechanic now has a credit card issued by palmer admin services and no funds are appearing and hes charged a fee everytime he tries to run it. Palmer agreed to pay ***** of the repair cost for a transmission replacement and I cant even get that out of them. Avoid at all costs and dont pay $139.45 every month to just spend 5+ hours a day waiting on the phone for nothing.

• Initial Complaint

  Date:11/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Can't call they just send you around Can't get a hold of them to file the complaint

  Business Response

  Date: 11/15/2023

  I'm sorry to hear about your experience. To address your concerns directly, please contact our customer service team at our toll-free number: ***************************. Our team is available from 9 AM to 6 PM Eastern Standard Time, Monday through Friday. We are committed to providing you with the assistance you need and look forward to resolving your issue promptly.

• Initial Complaint

  Date:10/24/2023

  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.

  see Attached document

• Initial Complaint

  Date:10/20/2023

  Type:Billing 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've been paying Palmer administration services $127 a month since 2018. My last payment was made on April 5th 2023 I canceled the insurance. I never even used it, they only are refund. And they told me it would take 4 to 8 weeks, and it's now been almost 20 weeks.

  Business Response

  Date: 10/24/2023

  We sincerely apologize for any inconvenience you have experienced during this process.
  We want to assure you that we have processed your refund in the amount of $1821.28, and a check (number #****) was mailed out to your registered address earlier today. Please allow up to 10 business days for the check to reach you.
  We understand that the delay in processing your refund has been frustrating, and we are taking steps to ensure that such delays do not occur in the future. Your satisfaction is our priority, and we appreciate your patience and understanding in this matter.
  If you have any further questions or concerns, please do not hesitate to contact our customer service team

  Customer Answer

  Date: 10/24/2023

  [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:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a policy with Palmer over 5 years ago. I sold the car with the policy 2 years ago. They keep calling me about renewing an expired policy on a car I do not own anymore. When I tell them I dont own the car anymore, they quickly hang up or if they dont disconnect the call and Im able to ask they stop calling and take my number off the list, they apologize and then hang up. Yet, the next day, I get another call. Ive gotten calls every day for over 4 months now. I block each one and a new number calls again. This is harassment. *** sent a cease and desist letter and the calls keep coming. Ive seen responses to other people here who have the same complaint saying its not Palmer making the calls, its some third party. Give me the third parties making the calls so I can reach out to them. Palmer sold them the information because they know everything when they call. Calling the numbers back gives you an automated response. Get this, the only option is to press 1 to take your number off the registry. You cant make this stuff up.

  Business Response

  Date: 10/18/2023

  We deeply regret the inconvenience and distress you've experienced as a result of these repeated calls. At Palmer, we prioritize the privacy and peace of mind of our customers. Please be assured that Palmer does not sell or share our client data with outside parties.
  It's possible that you were contacted to offer our new products and promotions, as you have been a valued client in the past. However, we want to make it clear that such outreach should be respectful and limited. We have taken immediate action to ensure that your number is added to our Do Not Call (DNC) list, and you will not receive any further communication from us.
  Additionally, we would like to clarify that the frequency of calls you've described does not align with our standard practices. There are numerous car warranty companies in the market, and it's possible that another entity may have misrepresented themselves or given the impression that they are affiliated with us. We genuinely appreciate your feedback, as it allows us to continually improve our customer experience.
  Once again, we apologize for the inconvenience and thank you for your patience.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased auto warranty. My cars starter went out and it was a ****** to get them to pay. Now my cars transmission needs repaired and I've been trying since August to get them to approve the work. They were suppose to send out a inspector to check the work but no one has showed up and now when you do get them on the phone they say they don't have any information or work quotes. It's getting very frustating.

  Business Response

  Date: 10/05/2023

  We have received and reviewed the complaint filed with your office. We received notice that the customer's vehicle was in for a transmission concern on 08/21/2023. We were advised by the customer on this call that she had taken her vehicle to a new repair facility. We did not receive a call about the transmission from the new repair facility until 09/19/2023 which is when we provided our web portal address to file the claim. We did not receive the claim submission through our portal until 10/2/2023. We have processed the claim and approval was delivered to the repair facility on 10/03/2023. We are now waiting for the repair to be completed and the repair facility to submit the invoice for payment.

  Customer Answer

  Date: 10/06/2023

  
  Complaint: 20685356
  
  I am rejecting this response because:
  
  They want to give us a used transmission that has ****** miles on it and we still have to pay about **** out of pocket. 
  The warranty says they will totally fix the repair.
  Regards,
  
  *********************

  Business Response

  Date: 10/06/2023

  The warranty does state that parts used in the adjustment may be new, used or re-manufactured or parts of like kind and quality. The comparable used transmission was not a transmission with ******* miles but rather one with less mileage than your vehicle had when you purchased the plan at ****** miles.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep call endlessly about an insurance policy on a vehicle I dont own any more and been told like **************************** but they keep calling. Had four calls to from different numbers because I block the ones they called from before.

  Business Response

  Date: 09/18/2023

  Thank you for bringing this matter to our attention. We are truly sorry to hear about the repeated calls you have been receiving regarding an insurance policy for a vehicle you no longer own. We understand how frustrating and inconvenient this situation must be for you.
  We would like to clarify that Palmer does not engage in outbound sales calls. It seems that you have been contacted by a third-party sales company that is  affiliated with us. We sincerely apologize for any confusion and distress this has caused you.
  To help resolve this issue, we are committed to taking the following steps:
  We will promptly add your number to our internal Do Not Call (DNC) list to ensure that you do not receive any further communications from us.
  We will reach out to the third-party seller involved to address this issue and request them to remove your number from their calling list immediately.
  We appreciate your understanding as we work to rectify this situation. We are here to support you and are dedicated to ensuring that this does not happen again in the future.
  Thank you for your patience and understanding. Please feel free to reach out to us if you have any further concerns or questions.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19th of this year I had taken my car into ***** for repair. The claims department is impossible to get into contact with. They do not answer phones or emails. I was supposed to get reimbursed but this has not happened it took the claims department three weeks or more to contact ***** in regards to the claim. My name is ***************************** ************. People need there cars and my car should never sit at the dealer for this long for repairs. If you need documentation please email me and I will send them to you

  Business Response

  Date: 09/23/2023

  We do apologies for the level of service you received. This claim reimbursement has been approved and released in the amount of $753.43. The payment can be expected to arrive in the coming days.

  Customer Answer

  Date: 10/04/2023

  
  Complaint: 20609001
  
  I am rejecting this response because:
  
  I do appreciate getting the check in the mail yesterday but I do not understand why I was not reimbursed for the full amount. Could you please provide me an explanation. 
  Regards,
  
  *****************************

  Business Response

  Date: 10/06/2023

  The differences are below.

  The coverage covers a maximum labor rate of $100.00 per hour. The repair facility charged $185.00 per hour. the repair facility also charged 3.9 hours to remove and replace the compressor and we authorized 1.9 hours as per the published ***** labor guides.

  The repair facility requested $1141.55 for an OEM compressor but the coverage authorized an aftermarket replacement for $423.43.

   

  Customer Answer

  Date: 10/06/2023

  [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:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased extended car warranty after a representative contacted me from Mepco through Palmer Administrative Services, **** My contract/ agreement number is LOTAF461050. I had been paying $133.00 since 11/8/2021 through 01/19/2023. I cancelled the policy for 2016 Jeep Cherokee Trailhawk because every time I took it to a dealer to fix a problem, the dealer would tell me the extended warranty would not cover the cost. This became an issue for me since why am I paying for extended warranty that doesnt cover any of the major issues I was having with my Jeep. I paid over ****k before I decided to cancel the warranty. I was informed through Mepco to send an email requesting my cancellation. I did this on the day I contacted them 01/19/2023. They informed me I would be owed a ****** refund and will be paid to me in approximately 2-4 weeks. I waited almost a month before I contacted them to provide them ample time. When I reached out they indicated is still being processed. I called every week 2 to 3 times a week to check on the status and every single time I was told it is still being processed! Finally, one representative indicated that "checks" were stolen by an employee and that this was the reason for the delays in processing payment. I was informed on this in May 2023. This was the first I had heard of this news and no one indicated this prior to May 2023. Currently, I have been very patient and my refund check ****** has not reached me. I asked for a supervisor and was provided an extension for "******* and few days later *******!" Both have not replied to my calls or messages. I think this company robbed me because it is likely a fraud company. They not only denied to cover costs incurred on my Jeep 2016 even with me paying monthly for over a year but now the refund check that they have been giving me the run around and avoiding payment at all cost. I need your help PLEASE. I am single mom and need my refund and the money I paid monthly since 11/08/2021 thru 01/19/2023. Your Help is greatly appreciated so that I may move on with my life.

  Business Response

  Date: 09/06/2023

  Response to BBB Complaint:
  
  Dear ***********************,
  First and foremost, we sincerely apologize for the inconvenience and distress you have experienced. We understand the importance of the concerns you have raised and are committed to addressing them promptly.
  Upon reviewing our records, we could not find any claims filed under your policy with the contract/agreement number LOTAF461050. We recommend checking with your dealership regarding any discrepancies or misunderstandings related to the coverage of your extended warranty.
  We have received your cancellation letter dated 01/19/2023. I can confirm that your refund of $717.00 has been approved. We deeply regret the delay in processing your refund, and I will personally look into the reasons for the oversight. Please be assured that we will mail out your refund check immediately. Kindly allow 5 to 10 business days for the check to reach you.
  We understand the frustration you must have felt, especially with the information provided about the stolen checks. We are taking measures to ensure such incidents do not recur and to improve our communication with our valued customers.
  I apologize for the inconvenience caused by the lack of response from our representatives. I will address this matter internally to ensure that our customer service standards are upheld.
  Please know that we take all complaints seriously and are dedicated to resolving them to our customers' satisfaction. We value your trust and will work diligently to regain it. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  Thank you for bringing this to our attention, and we hope to resolve this matter swiftly for you.

  Customer Answer

  Date: 09/08/2023

  [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. I would like them to not only refund me the ****** the owe me but in addition the ****** I paid monthly  from 11/2021 Thru end of policy 01/2023.  I feel this company did not follow through with what they originally stated in their policy.  I took my jeep several times to dealer to fix it for major issues such as Cadillac converter and steering rack and I was told by dealer that my policy holders Mepco Thru Palmers does not cover such costs.  They contacted the company to confirm costs and continued to reject the coverage.  If you can assist with them also refunding me for the mths I paid for an insurance company that did not stand to their agreement I would greatly appreciate it. In the meantime, I still would like my refund check of ****** And look forward to receiving it. 

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

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on a do not call list and this company calls me 5+ times a day about a car I never owned. I have asked them repeatedly to stop calling me . And they continue. They hang up on me once I day I don't have that car I never did. And they call back over and over.

  Business Response

  Date: 08/25/2023

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced.
  I would like to clarify that our company does not engage in any outbound solicitation calls. We take such concerns seriously and, upon reviewing our system, we found no records of any calls made to the number you provided.
  It's possible that another company or entity may be using a similar name or misrepresenting themselves. We recommend conducting further research to identify the exact source of these calls and contacting the appropriate company directly to address the issue.
  Again, we apologize for any confusion and appreciate your understanding. Please let us know if there's any other way we can assist you.