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:05/17/2025

  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 service contract for my automotive contract 05-22-2021, Century Service I attempted to use it several times for my car burning oil. In the contract it states I can choose my own mechanic. They denied me that option and want to send me to the dealer I bought from and the also refused service in the service manager at sill terr I have not been able to get repairs. Head gasket or worn valves

  Business Response

  Date: 06/02/2025

  We have reviewed the complaint. We do not currently have any claim or
  any notes that the customer had reached out to our customer service or claims
  team.  As the contract states, “Repairs or replacements under this
  Agreement must be performed by the Selling Dealer, … or, if approved in advance
  by the Administrator, by an authorized Dealer or repair facility.”  If you
  have any further questions or concerns as to your coverage or claims process,
  please reach out to our claims team at *************

• Initial Complaint

  Date:03/29/2025

  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.

  Saturday afternoon, 2/22/25, it was determined my car needed repairs.
  
  On Monday, 2/24/25, I called Century Automotive Service Corp to initiate a claim. Was told that the shop had to initiate the claim.
  
  On 2/25/25 I took dropped my car off at *** ******* *** ** **** ***** ********* ******** ******  The shop called to get the release so he could repair the vehicle. He was told to call back in two hours to see if the release was authorized, which he did. He was told that the dealer had not responded. I told him to go ahead and repair the vehicle.
  
  I called CASC to get some explanation. Talked to a service rep.
  
  * He confirmed the timeline of the account I was given by *** ******* * He confirmed that there was no response from the dealer.
  * He told me that some contracts have a provision stating that the dealer has two hours to respond but my contract didn’t have a time limit on it.
  * He confirmed that my repairs should be covered by the extended warranty I bought.
  * He said he was going to email his managers.
  
  No response by 2/28/25, so I called again. Conversation:
  * Was told the two-hour waiting period applied to every contract.
  * He told me the repairs were made without authorization.
  * I mentioned taking the dealer or Century Automotive Service Corp to small claims court.
  * He said that since I talked about taking legal action he had to end the call and any further communication had to be in writing. Fair.
  * I lost my cool - which I regret - and hung up.
  
  My frustration is that I tried to follow the rules which are quite vague. I have purchased extended warranties in the past but have never had to use them. This is my first experience of actually dealing with an extended warranty company and, honestly, it hasn’t been a good one.
  
  I have emailed Century Automotive Service Corp 3 weeks ago. No response.

  Business Response

  Date: 04/07/2025

  It is our understanding our claims team has reached
  out to the customer on the reimbursement. 
  Thus, we believe the matter has been addressed and settled. If you have
  any further questions or concerns, please reach out to our claims team at
  *************

• Initial Complaint

  Date:12/02/2024

  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.

  In August I needed both AC compressor and condenser replaced (around $2,300). I finally got them approved to be replaced. Once I had the repairs made that I paid for out of pocket in order to get my truck back timely I submitted my receipts and itemized invoices as requested on 9/25/24. After not hearing anything back for a week (10/2/24), I sent a follow up email to confirm everything that's needed was provided. Again, no response. On 10/17/24 I sent an additional follow-up email to the supervisor ********* ***** requesting a status update on my claim submission, still nothing.
  
  On 10/23/24 I called and waited on hold until I could speak with a person. I asked what was going on with my claim and I was told that its being held up because it requires additional documentation. I asked what else was needed and provided making sure they had everything before ended the phone call.
  
  On 11/22/24 I did not receive a check nor call or email. So I called again to hear the exact same thing. However, this time it was approved specifically by reimbursement department, but disbursement decided they needed additional information but failed to communicate this to anyone. So, for a month my claim was left unattended without progress or resolution and was only discovered in this state due my phone call enquiring about it. The individual I was speaking with seemed to be trying to help and was very apologetic but needed a supervisor to approve the claim. After taking an hour, she was able to get a supervisor to see everything had been provided and approve my claim to be dispersed. She told me my check would be written the next day and mailed to me.
  After 10 days (now 12/2/24) I called asking what day my check was mailed out only to be told its not approved that it requires additional documentation again.
  Century Automotive Services (car warranty) plays games with your time and money. They do everything in their power to avoid paying out covered claims. I'm still not paid

  Business Response

  Date: 12/16/2024

  Thank you for reaching out to us
  on this matter. It is our belief and understanding that this claim has been
  addressed. Please reach out to us if you have any further questions, concerns,
  clarification or need assistance for any future claims, and our customer
  service agents and claims representative at *************

• Initial Complaint

  Date:11/04/2024

  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.

  They will not answer the phone. They answer and go silent. You can hear them in the background. Not doing their job.

  Business Response

  Date: 11/15/2024

  On November 6, 2024 the claims
  representative tried to reach you via phone but your voicemail inbox was full
  and they also sent you an email.  The claim was paid on November 13, 2024.
  If you had any questions regarding the terms, exclusions, coverage, or your
  claim, please reach out to our claims team at *************
  

• Initial Complaint

  Date:10/02/2024

  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 extended warranty contract with Century Automotive Service Corporation. Contract number *************. I bought it for my Ford F150 I purchased in Colorado Springs, CO on the same day I purchased the vehicle. The contract is Comprehensive, states is covers repairs to "All" all mechanical and electrical parts with the exception of specified exclusions. Over the past two to three months I experienced problems with my Sync system in the truck which includes radio, cameras, navigation, etc. On Sep. 30th, 2024 I took the truck to ***** **** ******* ********** ** ********** ***  They stated multiple modules (GWM, TCO, APIM, IPC) were outdated and needed updates. They stated network traffic issues cause the modules to lock up. Ford estimated it would cost nearly $600 dollars for the updates. **** contacted Century and Century decided not to "participate" according to the **** service agent. These modules are electrical parts and are clearly not functioning properly. I do not understand how/why Century and simply decide they are not going to honor the warranty. I had to pay $194.99 to **** for their diagnostic to determine the problem. I am out that money and still have a broken system.

  Business Response

  Date: 10/09/2024

  The complaint the
  corresponding claim as been reviewed and we have concluded it has been properly
  determined. The software update is a maintenance item and does not fit
  the definition of a “Breakdown, Failure” in your Vehicle Service Agreement. Please
  reach out to the claims team for details. If you had any questions regarding
  the terms, exclusions, coverage, or your claim, please reach out to our claims
  team at *************

  Customer Answer

  Date: 10/11/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The software update at the dealership would not be needed if the electronic modules were functioning correctly.  This update is required to be conducted at the dealership at a cost of $600 because the over-the-air update failed.  If they were functioning correctly the normal update would not have failed.  So, that means they are not functioning normally.  That is my definition of a breakdown or failure.
  
  
  
  
  
  Regards,
  
  
  
  ****** ***** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 10/21/2024

  The complaint the
  corresponding claim as been reviewed further internally with claims and we have
  determined the claim will be covered.  Please reach out to the claims team
  for details and if you have any other questions regarding the terms, exclusions,
  or coverage. Please reach out to our claims team at *************

• Initial Complaint

  Date:09/04/2024

  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.

  Hello,
  I purchased my vehicle used from a dealer with a 3rd party warranty(century), I have had a few issues with my vehicle since the date of purchase and had no issues with the dealership reaching out to my warranty and getting repairs covered. During my previous repairs my vehicle has had A) and axleback exhaust and B) a blow off valve.
  I have had these parts purely for the preference in sound it generates from my vehicle. The parts generate no additional power and would not add additional stress to my motor. These parts were never an issue before this recent visit.
  
  Recently I had my A/C go out and I took it into Subaru to get inspected. During the inspection they found my head gaskets leaking.
  Century outright denied the claim when they saw these parts installed. I called them to figure out why and they simply stated that my exhaust was modified and was the cause of the head gasket failure, they then stated if I go back to stock they would reinstate my warranty to contract terms. I did just that, they then approved my A/C repair but denied the head gasket again, this time they claimed that the exhaust and blow off valve had caused my head gasket to fail. I then sought out professional help to claim it has no correlation and sent them emails from both the blow off valve company as well as the director from Subaru to help state that what they deemed was in fact incorrect.
  I had my car sitting at Subaru waiting for them for a month and a half, and took it out when I could no longer be without it financially.
  It took them 2 weeks to even get a reply on If they were going to outright deny my claim. I don’t understand why they would tell me to revert my parts back to stock condition to reinstate my contract if they were still going to deny the claim due to reasons no longer pertaining to the vehicle.
  I feel like I am getting a run around from this company because they do not want to cover the expense for the head gasket repair.

  Business Response

  Date: 09/17/2024

  The complaint the
  corresponding claim as been reviewed and the claim was properly determined. On
  page 4 of your Vehicle Service Agreement, exhaust systems modifications are
  listed as reasons to exclude coverage if the failure may have resulted from
  that modification.  As your Vehicle Service Agreement states on page 5,
  “Selected associated Coverage under this Agreement may become void and Coverage
  will no longer be available for any components which may be effected by….(b)
  alterations and/or modifications to Your Vehicle in a manner not recommended by
  the manufacturer” and such modifications were made to the vehicle before the
  failure. Additionally, as a courtesy the coverage was not voided and coverage
  has been reinstated after those modifications have been removed on an ongoing
  basis, but that doesn’t include the failure which existed prior to the time the
  modifications were on the vehicle and at that time this failure occurred.
  Please reach out if you have any questions regarding the terms, exclusions, coverage,
  or your claim at *************

  Customer Answer

  Date: 09/21/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While the exhaust system is part of the same drivetrain as the head gasket there is no correlation with installing an exhaust and head gasket failure. 

  I reached out to Subaru the vehicles manufacturer to verify if in fact it could cause the issue, and the service director emailed me stating it would not be the cause of failure. I even quoted that email in one of my reply's which was conveniently ignored by the team at century. 

  This entire situation has been beyond frustrating and has taken way too long to reach a resolution, since It is my only vehicle and can not afford to repair the problem; I went ahead and traded the car in and submitted my paperwork to cancel my contract with this company. I have tried to explain various times that the exhaust system would in fact help prevent head gasket failure by allowing the car to have less pressure in the cylinder heads, which is why Subaru said it would not cause head gasket failure. The reasoning behind the denial does not make sense.

  I purchased a warranty to help cover the cost of unexpected repairs, It seems that when it came to anything major they wanted to find any reason to not cover the repairs. 

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/30/2024

  As stated and detailed in the
  previous response, the complaint the corresponding claim as been reviewed and
  the claim was properly determined based on the claim and the corresponding
  Vehicle Service Agreement. We also have noted your cancellation of the Agreement.
  Thus, we believe this matter is closed.  Please reach out if you had any
  questions regarding any other matter at *************

• Initial Complaint

  Date:08/06/2024

  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.

  In September of 2023 I purchased a MY 2015 Chevy Equinox from ******** ***** *** ** ********* ******an. At the time of purchase a 150-point inspection was done on the car. During this inspection the dealership have paperwork, that they have shared with the warranty company, showing no issues with the engine or excessive oil loss. During the purchase process I was also given information about a lifetime powertrain warranty I receive with the purchase. The link for the brochure is below.
  
  ***********************************************************************
  
  It clearly states replacement of engine.
  
  In February 2024 I had the oil changed at a ***** **** * **** ******* ****. They didn't report any issues with an oil leak. While driving the car in late June it stopped running. The dealership said it ran out of oil and seized the engine and needs a full replacement.
  
  My claim for warranty coverage was denied due to "abuse" on my end while driving the car with no oil. I drove the car 300 miles from the oil change in February until it broke down in June. I don't have a drop of oil on my garage floor where the car was stored and no warning lights came on. I would have no clue the oil was excesivleiyt running out.
  
  Below are articles inline showing this known issue with 2015 Chevy Equinox.
  
  ************************************************************************************************************************************************************************************************************************* ***************************************************************************************************** 
  I am moving forward with the expensive repair, but am looking to be reimbursed from the warranty company.

  Business Response

  Date: 08/16/2024

  Dear *** ****** **thank you for
  reaching out to us on this matter. While the claim was initially denied
  it has remained open as it is our understanding that our claim team has
  requested additional information from you and working with the dealership to
  address the questions and issues that may affect the claim status. Thus, we
  look forward to working with you further on this issue. If you have any
  questions or concerns, please call our claims department at ************.   

• Initial Complaint

  Date:07/25/2024

  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 am filing on about the agreement of Service I purchased with my car by ValPro that is Administrator by - Century Automotive Service Corp that is sold by car dealerships. I purchased the Agreement for my Car back in June 13, 2000 that supposed to cover - Windshield Sealant - Plus Reapplication Every 6 Months
  Exterior Sealant - Plus Paint-less Dent Repair*
  Anti-bacterial Interior Sealant - Plus Rip, Tear & Burn Repair*
  Alloy Wheel & Headlight Sealant - Plus Cosmetic Alloy Wheel Repair*
  
  The company is not waiting to honor or stand behind there agreement. I paid $2396.00 for the ValPro Agreement and I have tried to do a claim and they are refusing to honor the claim and they called me and then it has been over 3weeks and now just nothing for reply.

  Business Response

  Date: 08/06/2024

  Thank you for your email. I will be out of the office until Monday, August 12. If you require immediate assistance, please email ********************************** Thank you!

  Business Response

  Date: 08/06/2024

  We have reviewed the complaint the
  corresponding claim. Under the Exclusions section this section excludes
  damage caused by hail. Thus, the claim was properly determined. However, there
  is coverage for cosmetic damage of the rim. If you had any questions on the
  coverage or your claim, please reach out to our claims team.

  Business Response

  Date: 03/07/2025

  Date Sent: 8/29/2024 4:38:11 PM
  The complaint and the corresponding claim have been reviewed. Under the Exclusions section this section excludes damage caused by hail. Thus, the claim was properly determined. Please refer to the terms of the contract and the exclusions. Nevertheless, as we stated before there is coverage for cosmetic damage of the rim. Please reach out to the claims team for details. If you had any questions regarding the terms, exclusions, coverage or your claim, please reach out to our claims team at 888-338-0389.

  Customer Answer

  Date: 03/07/2025

  Date Sent: 9/5/2024 1:42:51 AM
  Complaint: ********
  
  I am rejecting this response because the information that they advertise with the vendor is misleading to the consumer.  I am asking for full refund of their agreement of their misleading flier and different levels what they offer.  I still today have not gotten no calls from anyone.  Per the review of the BBB reports of other consumers showing they had the same issue with allot of the same misleading of their agreements they are selling
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/07/2025

  Date Sent: 9/12/2024 4:18:19 PM
  The complaint the corresponding claim as been reviewed. Our form is a Limited Product Warranty for the Valpro sealant product you purchased.  The product paid for is the sealant product and what we offer is a free limited warranty for the product. The limited warranty is not refundable as it is offered for free. The product paid for was the sealant applied to the vehicle. If you wish to be refunded for the sealant applied to your vehicle, please reach out to the selling dealer. We cannot speak for or represent the dealer.  Nevertheless, as we stated twice before, the limited warranty does offer coverage for cosmetic damage of the rim for this particular claim. Please reach out to the claims team for details. If you had any questions regarding the terms, exclusions, coverage, or your claim, please reach out to our claims team at 888-338-0389.
  

  
  

• Initial Complaint

  Date:07/11/2024

  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 refinanced my vehicle and upon doing this i was informed that in my payment was gap insurance and power train warranty on my vehicle for life of loans Approximately a month after signing contract my vehicle had transmission issues upon taking to a dealer they contacted the warranty company,the warranty company sent an inspector to the dealership to look at transmission,they then decided against the mechanics findings and said they would not pay for repairs due to it being a pre existing condition,however the garage says there is no way,lender says it was because loan was so new is reason not being paid,and tried getting me to cancel insurance and re writing the loan.

  Business Response

  Date: 07/26/2024

  Dear *** ********, we appreciate that you have reached out
  to us on this matter. We have reviewed this matter internally and made a
  consideration concerning your claim. Please reach out to our claims team and
  our claims representative at ************ for an update on your claim.

• Initial Complaint

  Date:07/10/2024

  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.

  It appears that my engine has malfunctioned and CENTURY SERVICE company is making me responsible for having the engine broke down to find the root of the problem. I feel that if THEY as a company is having a problem with approving the new engine and want to see what the root of the problem is and to find a alternate and cheaper fix than it should be up to THE company to pay for the break down not me. This company has offered me no solutions for my problem. I refuse to authorize for a service that i may be liable to pay. This is what my warranty should cover. I have filed a consumer complaint against THIS company. I would like for my complaint to be responded too and I would also like it to come from a corporate officer. I want a contact at their corporate office also

  Business Response

  Date: 07/22/2024

  Dear *** *******, we appreciate
  that you have reached out to us on this matter. We have reviewed this matter
  internally. As it states on page six of your Vehicle Service Agreement, “You
  may need to authorize the repair facility to…tear down Your Vehicle in order to
  determine the cause and the cost of the repair.  You will be responsible
  for these charges if the failure or component is not covered under this
  Agreement…You are responsible for authorizing inspection or teardown of Your
  Vehicle by the repair facility to determine the cause of failure. If the
  failure is not covered under this Agreement, You will be responsible for these
  costs.” Based on your Vehicle Service Agreement you will have to authorize the
  tear down and you be responsible for the costs of the teardown if the cause of
  the failure is not covered under your Vehicle Service Agreement. Please reach
  out to us if you have any further questions, concerns, clarification or need
  assistance for any future claims, and our customer service agents and claims
  representative at *************