Complaints

This profile includes complaints for DOWC Administration Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DOWC Administration Services, LLC

  199 Pomeroy Rd 3rd Fl Parsippany, NJ 07054-3706

• 

  DOWC Administration Services, LLC

  14 Countryside Ln Ringwood, NJ 07456-2742

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:01/26/2023

  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 filed a claim regarding a major safety issue with my transmission. Its still under warranty, the car shifts hard all the time when driving the car pops with service transmission and I can not accelerate and once I stop I can not move until I turn the car off for **** minutes. It then runs for a short while and does it again. This is a major safety issue with my young child in the car, we have been stuck in the middle of I4 and almost hit multiple times. They had me take the car to two different shops they both stated it needs a new transmission. **** said I needed receipts from my oil changes which I did provide, the same day I sent them he denied the claim stating he could not get the problem to reoccur for him. Aamco transmission stated this car is not safe to drive due to sudden failure while driving or trying to accelerate. I emailed bill to discuss and heard nothing back, they are trying to get out of fixing the vehicle and I will be filing with legal counsel Monday morning. I currently have possession of the vehicle as I had to pick it up or start paying storage fees from the shop. Mind you the shop was 1 hour away from my house and the car shut down 3 times on the way home. I also had to pay aamco $133.52 for diagnostic for **** to deny the claim

  Business Response

  Date: 01/30/2023

  **** is the administrator for the *************** Contract under which ******************** filed her claim.  **** denies all of the false allegations that ******************** asserts in the BBB complaint, **** has handled this claim timely and properly and within the four corners of the *************** Contract.  ****'s attempts at communicating with ******************** have gone unanswered.  In processing the claim, neither AAMCO or the third-party inspector that inspected the vehicle experienced the "neutral shift" that ******************** claimed.  Nevertheless, on Friday, January 27, 2023, ****, after discussion with AAMCO, reached out to ******************** to inform her that the repair was going to be covered.  **** did not receive a callback until this afternoon.  ******************** has agreed to return the vehicle to AAMCO at which time the repair to her vehicle will begin.  

  Thank you for the opportunity to respond to this BBB claim.  

   

   

• Initial Complaint

  Date:11/18/2022

  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.

  These people are fraudulent and a scam. I have been contacting these people for the past three weeks and have filed three claims and now they are saying they can only file two. I hope they have recorded every phone call where I have been speaking to them. Something is not adding up they are working with U S Auto Sales to not take accountability of providing me two cars that have broken down since 10/04/2022 at this point I want my money back. This is not a regret I want my money back period. And if they cant do better than a sorry phone call to get this fix we will be going to court. They should be ashamed of themselves.

  Business Response

  Date: 11/28/2022

  This is a second complaint improperly filed by this customer against ****, a ********************** that serves as administrator for the Limited Warranties that came with the vehicles this customer recently purchased.   Instead of providing the diagnostics of the problem with her vehicle, as this customer was instructed to do on multiple occasions, including on 11/11 and 11/14, the customer chose to file this baseless complaint.  **** did not sell any cars to customer, does not act as the provider under the Limited Warranties, and is unable to assist with the customer's request for a refund for the cars she may be dissatisfied with.  More importantly, **** is unable to adjudicate a repair claim under the Warranty until a repair facility provides the diagnosis. This information was finally provided to **** on 11/23, just before the holiday weekend.  The claim is under review. 

• Initial Complaint

  Date:10/24/2022

  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 2012 ******* Sonata from a local dealer and was offered a warrenty via DOWC. I bought the warrenty hoping for peice of mind since I am elderly and on a limited budget. I had the turbo fail in the car last week and took it in for repair. **** is denying the claim telling me that I didn't follow maintance on the turbo by having the gaskets/seals inspected/replaced before the failure. I believe this is a complete scam on DOWCs part as the offical ******* maintenance schedule (https://www.hyundaiusa.com/us/en/maintenance-schedule) for the car does not mention the inspection or replacment of the seals/gaskets on the turbo. I believe that DOWC is just denying the claim to keep my money and increase their profits. I took the car in for regular oil changes and even had the entire engine replaced by the dealer under a recall a few years ago. This is not right for DOWC to deny this claim. I am demanding they honor the warrenty and pay for the replacment of the turbo.

  Business Response

  Date: 11/01/2022

  As of 10/27/22, **** has reviewed and approved the Customer's claim for repairs that were covered under the Contract.   Payment has already been made to the repair facility for the covered repairs and in a telephone conversation with *********************** of ****, **************** confirmed that understanding.  Please close this Complaint as resolved.  Thank you.

• Initial Complaint

  Date:08/04/2022

  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 spouse paid $1500 for a extended warranty. The car has a blown ****** in which the company said they can fix. Theyve even towed it to two separate body shops but keep saying BOTH of the companies are not communicating with them which is not true. We have been 5 months without a vehicle due to their negligence. They refuse to contact the newest company and we were told by another rep that someone closed the claim as well as put a false claim in prior. Every call a different rep as a different answer but the car still hasnt been fixed. All they need to do is provide a direct contact so that the shop can solely communicate with them and get the repair approved.

  Business Response

  Date: 08/05/2022

  Good morning.  Please provide more information so we can look into your Complaint.  Please provide the year, make and model of the vehicle, the name of the person that purchased the automobile coverage and the dealer from whom it was purchased.  Thank you.  Without this information we cannot resolve your complaint.

  Customer Answer

  Date: 08/05/2022

  [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:
  
  Hi! The 2015 Chevrolet Cruze was purchased from US Auto Sales by *******************************. The current claim number is 269-288z 
  
  Regards,
  
  Turquoise ******

  Customer Answer

  Date: 08/11/2022

  
  Complaint: 17670731
  
  I am rejecting this response because:Hi! The 2015 Chevrolet Cruze was purchased from US Auto Sales by *******************************. The current claim number is 269-288z 
  
  Regards,
  
  Turquoise ******
  
  
  
  Regards,
  
  Turquoise ******

  Business Response

  Date: 08/11/2022

  OWC Administration Services, LLC (DOWC) serves as an administrator of vehicle service contracts and related products.    
  
  Customer purchased ******* coverage under *************** Contract ***ALL126830 on November 5, 2020 (***) and accepted the terms of the **** Please see a true and accurate copy of the *** attached. Customer purchased a 2015 Chevrolet ****************** with ****** miles on it. 
   
  As the Administrator of the Contract, DOWC and the Customer are guided by the contractual terms and conditions of the *** when a claim for coverage is filed.   
  
  On March 28, 2022, at 12:28 p.m., Customer contacted DOWC to advise that the Vehicle broke down on the highway.  Customer advised that she left it on the side of the highway.  DOWC arranged to have the Vehicle towed to a repair facility.  On April 6, 2022, the repair facility contacted DOWC to advise that the Customers vehicle had a blown head gasket but the repair facility did not know the cause of the problem.  The repair facility stated that it was unable to do diagnostic or engine teardown. Repair facility advised Customer to take the vehicle to another repair shop to diagnose the issue.  Required maintenance records were requested from the Customer and on June 7, 2022, Customer responded asking why DOWC needed the maintenance records.  DOWC advised Customer that the *** required her to keep and maintain those records and provided her with a copy of the ****  See attached ****  Subsequently, Customer had the Vehicle moved to R&R Auto in ******, *******.  However, no diagnostic report was provided to DOWC other than the initial repair facilitys observation that the Vehicle had a blown head gasket. Pursuant to the ***, gaskets and seals are specifically excluded from coverage.  See *** at p. 6, 41.  Without any further diagnostic, DOWC had no choice but to close claim.  
  
  On August 3, 2022, Customer advised that her vehicle was being written off for non-payment. However, the Customer had not contacted DOWC about the Vehicle between June 8, 2022, and August 2, 2022 and did not provide any diagnostic report for the breakdown.  DOWC requests that the BBB close, and remove, Customers complaint as unsubstantiated. 
  
  

• Initial Complaint

  Date:07/30/2022

  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.

  Had warranty issue told them problem, was told it was covered and was forced to tow my car to ******** in ********** and have had no car now for 3 weeks and can get any answers and told multiple different things from multiple people and have no resolution in sight.

  Business Response

  Date: 08/05/2022

  We have looked into the Complaint and need further information.  Customer has several contracts, and he recently had repairs done on a mini-****** at AMG which was administered by DOWC and closed on August 3, 2022.  From the customer we need the information that underlies his recent Complaint with the BBB.  The name on the contract, the identity of the vehicle, which service contract and if available a claim number.  We have contacted AMG and they confirmed that the Customer's mini-****** was fixed and returned to him.  We will make a further inquiry if the Customer provides the requested information.  Thank you.

• Initial Complaint

  Date:06/09/2022

  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 a warranty with this bussines horrible service on getting back to me with response. I canceled my warranty and never received my reimbursement check. Its has been 60 days now. I call and no one ever calls me back horrible service

  Business Response

  Date: 06/10/2022

  DOWC Administration Services, LLC (DOWC) serves as administrator of vehicle service contracts and is responsible for processing claims under the service contracts.?? 
  
  *********************** (Customer) canceled her *************** Contract No. DOW203208 on or about March 23, 2022 and DOWC promptly processed the cancellation. Customer was advised on March 23, 2022 that the refund would be issued by the dealership. The amount of the refund due is $521.31. 
  
  A member from DOWC **************** has reached out to the Selling Dealer to confirm when/whether the refund was issued to the Customer/Lienholder, as applicable. DOWC will advise the Customer accordingly.   

  Customer Answer

  Date: 06/10/2022

  
  Complaint: 17338529
  
  I am rejecting this response because:
   
  *************** said they didnt not receive a refund at all 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/21/2022

  A member from DOWC **************** has reached out to the Selling Dealer to confirm when/whether the refund was issued to the Customer/Lienholder, as applicable. The Selling Dealer confirmed that a refund was processed and issued to Customers Lienholder on June 9, 2022. A copy of the check was also sent to the Customer per a phone conversation between the Selling Dealer and Customer on June 15, 2022. Therefore, we request that this complaint be closed as resolved.