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:06/17/2024

  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 car from a dealership in February. It was assigned to century as my warranty coverage policy.
  2 weeks later, I had to return the car to the dealer. Because I was overheating. 3 months later, the car stopped While driving. I had the car towed to the dealer.
  The warranty department rold dealer They will not fix the car because of negligence on my behalf. I had the car 4 mo thes, what. Could I have possibly done negligent when the car broke down 2 weeks after purchase. They keep making excuses why they can't repair my vehicle. It's obvious that there trying to find the way out of paying for it. Meanwhile I'm 34k in debt For a car that I can't even drive.

  Business Response

  Date: 06/27/2024

  We have reviewed the claim
  associated with this complaint and we have determined that the claim was
  properly denied. The inspection determined the cause
  of the failure was due to the lack of maintenance as no valid maintenance
  records were provided to show the proper
  maintenance was completed within the manufacturer’s recommendations. If you
  have any further questions or concerns, please reach out to our claims team at
  ************.

• Initial Complaint

  Date:03/22/2024

  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.

  Note to Century Services outlining concerns:
  
  I am writing to address the denial of coverage for repairs to my vehicle under the terms of the warranty contract, as evidenced by your communication dated March 11, 2024, in this response to your email. This correspondence serves as a formal notice of dispute and a demand for the fulfillment of contractual obligations.
  
  On February 22, 2024, my vehicle underwent a scheduled service at ***** ****, well ahead of the stipulated maintenance schedule outlined in the warranty agreement and or vehicle mileage usage. The service included a thorough inspection, during which no leaks were detected. Subsequently, on February 29, 2024, my vehicle experienced a complete failure, prompting immediate towing to a repair facility.
  
  I promptly communicated the issue to a Century Warranty Specialist, establishing a clear timeline of events. Notably, no leaks were observed in my driveway, attesting to the fact that the vehicle was diligently maintained and did not operate in a state of neglect. The failure, specifically within the transmission, raises concerns of potential fluid leakage as the root cause.
  
  Given the close proximity between the service date and the catastrophic failure, it is evident that the circumstances fall within the parameters specified in the warranty contract for coverage. Your refusal to honor the warranty for necessary repairs constitutes a breach of our contractual agreement and, by extension, a failure to fulfill your legal obligations.
  
  This letter serves as a formal demand for immediate reconsideration of the denial and an expeditious resolution to cover the costs associated with the transmission repair. If a satisfactory resolution is not reached within 24 hours from the date of this letter, I reserve the right to pursue legal remedies available to me under the terms of our agreement and applicable laws.
  
  I anticipate your prompt attention to this matter and a timely response. Please address all future correspondence regarding this dispute to the undersigned.

  Customer Answer

  Date: 03/23/2024

  I have tried for over a month to work with Century Services for them to uphold the contract, to which they will not respond to me as a consumer. 

  Customer Answer

  Date: 04/08/2024

  Please move forward with this statement:

  
  

  Note to Century Services outlining concerns: I am writing to address the denial of coverage for repairs to my vehicle under the terms of the warranty contract, as evidenced by your communication dated March 11, 2024, in this response to your email. This correspondence serves as a formal notice of dispute and a demand for the fulfillment of contractual obligations. On February 22, 2024, my vehicle underwent a scheduled service at ***** ****, well ahead of the stipulated maintenance schedule outlined in the warranty agreement and or vehicle mileage usage. The service included a thorough inspection, during which no leaks were detected. Subsequently, on February 29, 2024, my vehicle experienced a complete failure, prompting immediate towing to a repair facility. I promptly communicated the issue to a Century Warranty Specialist, establishing a clear timeline of events. Notably, no leaks were observed in my driveway, attesting to the fact that the vehicle was diligently maintained and did not operate in a state of neglect. The failure, specifically within the transmission, raises concerns of potential fluid leakage as the root cause. Given the close proximity between the service date and the catastrophic failure, it is evident that the circumstances fall within the parameters specified in the warranty contract for coverage. Your refusal to honor the warranty for necessary repairs constitutes a breach of our contractual agreement and, by extension, a failure to fulfill your legal obligations. This letter serves as a formal demand for immediate reconsideration of the denial and an expeditious resolution to cover the costs associated with the transmission repair. I anticipate your prompt attention to this matter and a timely response. Please address all future correspondence regarding this dispute to the undersigned.

  Business Response

  Date: 04/11/2024

  We have reviewed the
  complaint and the corresponding claim. The claim was denied due to the
  inspection discovering the transmission cooler lines were disconnected from the
  condenser/transmission cooler junction block and that transmission fluid washed
  all the way to the rear of the vehicle under that entire side of the
  undercarriage. This is a clear indicator that the fluid had leaked out while
  still being operated and causing internal damage to the transmission. In your
  Vehicle Service Agreement in the Exclusions section, it states the Agreement
  does not provide coverage if there is damage due to leaking fluids and failure
  to protect the Vehicle with continued operation. Thus, the claim was properly
  determined. If you have any further questions or concerns, please reach out to
  our claims team at *************

  Customer Answer

  Date: 04/12/2024

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

  The response is incorrect, as attached is a service invoice from just a few days before the transmission failure where the vehicle was fully inspected and there were no leaks. Also attached is the January service record, and no leaks detected.

  For context, I attached a claim that Century paid from an oil pan leak. This is reflective that if a leak is detected, they cover the repair.

  Century does not want to honor their contractual obligation.

  
  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: 04/23/2024

  Century Automotive Service
  Corporation (Century) cannot speak to any other companies’ inspection done
  before the failure. Century can only make a determination based our own
  certified inspection conducted after the failure. The cited claim is based on a
  completely different claim and a different situation. This claim was denied due
  to the inspection discovering the transmission cooler lines were disconnected
  from the condenser/transmission cooler junction block and that transmission
  fluid washed all the way to the rear of the vehicle under that entire side of
  the undercarriage. This is a clear indicator that the fluid had leaked out
  while still being operated and causing internal damage to the transmission. In
  your Vehicle Service Agreement in the Exclusions section, it states the
  Agreement does not provide coverage if there is damage due to leaking fluids
  and failure to protect the Vehicle with continued operation. Thus, the claim
  was properly determined. If you have any further questions or concerns, please
  reach out to our claims team at ************.

• Initial Complaint

  Date:02/15/2024

  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.

  We purchased a certified used Subaru WRX from Centennial Toyota in Las Vegas in March 2021 with 33K miles on it. I purchased the gold package (highest warranty and protection plan they offered) to include the GAP insurance. This warranty is third party owned by (******* ********** *******) I found out later after we had an issue.
  
  My wife was driving down the highway back home when she started to hear a knocking sound coming from the engine. Shortly after the transmission lost gears 2-6 and only could be driven in 1st. The engine at this time was a little over 66K miles, on Jan 2nd 2024. We have attempted to file a claim through Century twice now, and they first refused the claim saying their was no proof of an oil change, and the engine seized and died due to no oil. The Toyota service department said there was oil, it wasnt low, but the oil was gummed up. Upon further research I found many article with people who had the exact same issue with their WRX's. Come to find out there is a manufacture defect with the cam shaft bearing seals. Causing oil to be consumed and burned without a noticable leak.
  I returned their frist denial email with the receipts of the oil and filters that were purchased that they requested. After asking several times for a response after another week of waiting, they refused the warranty yet again with only a reference to their original email. They refuse to fix the vehicle, or use the GAP insurance coverage that I have. In total I owe $24K on the loan, and they claim another $15.8K for engine repairs. I have all emails to and from them saved. I'm unsure at the moment how much I paid for their "premium" warranty coverage, but I believe it was around $8,000. I would have to get back home the check my records, but I am currently deployed and I cannot do anything but send emails and try to call once a week, while my wife sits there stranded at home for the last 5 weeks unable to get to work, and unable to get the company to help.

  Business Response

  Date: 02/27/2024

  After reviewing the claim associated with this
  complaint, we have determined that the claim was properly adjudicated and denied. A claims inspector was sent to
  inspect the vehicle on January 12, 2024.  The inspector spoke with the
  dealership technician who reported the oil was low and metal contaminated on
  arrival. The date on the oil filter installed in the vehicle at the time of the
  inspection was December 30, 2022 which was over a year old on the date of the
  inspection indicating a lack of maintenance. Thus, the claims inspector
  determined that low oil operation and lack of maintenance likely contributed to
  internal engine failure. While the customer provided an amazon order of an oil
  filter and oil on October 14, 2023 the oil filter on the vehicle has a date of
  December 30, 2022. Thus, according to the exclusions section of their Vehicle
  Service Agreement, the “service agreement does not apply to losses caused by or
  resulting from any breakdown caused by…lack of normal maintenance required by
  the manufacturer’s maintenance schedule…For any Breakdown considered…failure to
  protect your vehicle from further damage when breakdown has occurred (Continued
  Operation)”  Additionally, under filing of the claim section it states,
  “Any damage resulting from continued operation of an impaired vehicle will
  constitute failure to protect your vehicle and will not be covered under this
  Agreement.”  As stated before via email GAP can be used if the vehicle is
  a total loss and that is determined by your insurance company. Please reach out
  to your insurance as they will determine if the vehicle is considered a total
  loss.  If you have any further questions or concerns, please reach out to
  our claims team at ************.

• Initial Complaint

  Date:01/11/2024

  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.

  We purchased a new vehicle from ******** ***** *** on 3/9/22 with the service plus agreement sold to us as “Extended Warranty” for $3000. We sold the vehicle on 9/25/23 with 14,572 miles on it. We contacted the dealership in person on 01/09/14 in person after multiple calls led to promises that we will be contacted by the finance manager were never upheld. The outcome today was only to be told that “we should have a prorated balance left on our extended warranty” and again they’ll call us when they send over the cancellation. When that answer did not sound right I did some digging and I find out that this warranty does not start when the manufacturer warranty ends as it was advertised and sold to me but runs consecutive with the manufacturer warranty time period. This is definitely a deceptive sales action especially considering extended warranties are offered and explained by the finance manager on their computer showing only the prices for the different tiers. If you opt in all signatures are completed digitally on a pad and paperwork is then printed and placed in a folder or envelope and handed to the consumer. No one would ever pay for a double warranty to cover what is already being covered by the manufacturer and this company and the dealerships are well aware of this information which is why there are so many complaints against this company for taking customers money by “pretending” to offer coverage during a time when the car is covered bumper to bumper by the manufacturer and to further add insult to injury the dealers are dodging customers when they attempt to cancel knowing that with every day that they are able to stall the cancellation equals less of a refund to the customer. There’s no way to not recognize that this company is scamming consumers with the assistance of the dealership.

  Business Response

  Date: 01/26/2024

  We have reviewed the
  complaint and the corresponding cancellation of the corresponding Vehicle
  Service Agreement. We understand it can sound confusing; however, WRAP coverage
  is a common and industry wide coverage and it is not double coverage.  If you
  had any questions on the coverage you could have reached out to us with any
  questions and you had an option to cancel the Vehicle Service Agreement for a
  full refund within the first thirty (30) days. Finally, we note that the refund
  was factored as a pro-rata refund with an effective sales date of September 25,
  2023 which is the date you had traded or sold your vehicle.  If you have
  any further questions or concerns, please reach out to our claims team at *************

  Customer Answer

  Date: 01/29/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is not my first vehicle purchase nor is it the first time I have traded in a vehicle and received a refund for my unused warranty. I have purchased vehicles in Georgia, Florida, California, Virginia, and Washington, prior to my purchase in Illinois and I have purchased from different Makes. Under no circumstances was I “confused” when I added the warranty. The correct term is misled or straight lied to.
  

  “Wrap policies are types of warranties. They are made for vehicles with power-train warranties that extend beyond the factory's original bumper-to-bumper warranty. For example, a car may have a bumper-to-bumper warranty of five years but a power-train warranty of seven years. This means that after the bumper-to-bumper warranty expires, your only warranty is the power train, which covers just about a quarter of your vehicle's parts. A wrap policy essentially extends your bumper-to-bumper warranty so that even if your factory bumper-to-bumper policy has expired, all the parts of your vehicle are still under a warranty. Typically, power-train warranties cover the engine, transmission and the components of the drive train. A wrap policy will cover almost everything else.”

  This is my understanding of a wrap policy. The keyword being “extends”. Never except in this instance have I seen where the coverage runs consecutively with the manufacturers warranty. How does that equate to an extension? It literally makes no sense…except to financially benefit the seller. Also your company responded that a refund has been issued…when and to whom. We are still waiting to hear back from the dealer that they even sent the paperwork in to you, so if a refund has been issued why have we not been informed? This response is not acceptable in any way shape or form. Please try again.

  
  
  
  
  
  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: 02/07/2024

  Thank you for the response
  and inquiry. As you can see on the first page of the Agreement, “This Agreement
  begins on the Original Factory In-Service Date, and shall end 84 months from
  that Date….” and the agreement shows the Date of In-Service is March 9, 2022.
  Therefore, the contract was over 77% of the way to expiration. The WRAP
  contract covers repairs that the factory warranty would not while that coverage
  is in effect, then replaces that coverage when the factory warranty lapses. As
  such, it begins when it is purchased not when the factory warranty lapses.
  Thus, the cancellation was properly processed. If you have any further
  questions or concerns, please reach out to our claims team at ************.

• 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.

  We purchased a Century Automotive warranty product for our car (when we purchased the car). Now that we have an issue with the car, we've found Century Automotive has used about six different methods to dodge our claim.
  The car is a Prius C, we purchased it used with about 45K miles on it. The car experienced some electrical issues, wouldn't start even by jumping it. Called several shops near us, while also trying to get a hold of Century, though we couldn't get anyone on the phone (probably due to the holidays). None of the places we called wanted to work on a Prius, told us to take it to Toyota.
  Had the car towed to Toyota for about $200. Got a hold of **** from Century, who told me the mechanic had to call it in. When the mechanic called it in, Century Automotive gave him the run around as well.
  My wife spoke to Century Automotive a couple of times as well, the just kept putting up loopholes.
  
  Bottom line, the car was dead, had no option but to do things the way we did them. Century was not helpful in guiding us through the process. I'm willing to pay for the battery, since it was probably time to change that anyway. However, the electrical issues were likely part of a deeper problem. When we purchased the car there were signs of long periods of power-off. Id be happy to explain further if need be.
  
  But over all, we'd like the charges of the Diagnostics test (which was unhelpful anyway), the tow truck costs (only way to get it there), and labor costs, all of which puts the bill at under $1000.

  Business Response

  Date: 01/23/2024

  We have reviewed the
  complaint and the corresponding claim.  The claim was denied due to the
  fact that the proper procedure for filing the claim as detailed in the Vehicle
  Service Agreement was not followed. Please be aware that if the breakdown is
  caused by a covered part and the proper claims procedure is followed, there is
  towing reimbursement and other additional benefits detailed within the Vehicle
  Service Agreement.  Review the Vehicle Service Agreement for details. If
  you have any further questions or concerns, please reach out to our claims team
  at *************

• Initial Complaint

  Date:11/11/2023

  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.

  Purchased my extended warranty plan with my car and had expectations that the plan would serve as a backup in the event of an emergency. Emergency occurs where I need assistance with my engine due to mechanical issues and coolant line issues and I get blamed for the incident and I am told they can not assist with the matter. Again, my rationale behind purchasing a warranty plan was to cover incidents that might occur. They stated that at fault one of the incident, I refused to adhere and it was simply because the fault went away and as a driver, I’m thinking it is okay. When fault two came, that’s when I realized it was a big issue and I immediately stopped the car. It is disheartening that a warranty company can come to conclusions on “continued operations” when the fault one went away and I assumed it wasn’t an issue and when I realized it was, I immediately stopped and got the car towed. I believe the refusal is also within the cost of the repair, in which I was initially told “they would have to hear back from my bank before they make a decision on repair.”

  Business Response

  Date: 11/22/2023

  Mr. ***, thank you for reaching
  out regarding this issue. We have internally reviewed the claim and would like
  to assure you that at no point in the claims review process do we consider the
  cost of repair. Per the inspection report, the initial failure was caused by a
  pothole, which would not be covered because it falls under “collision and/or
  accident” damage as listed under exclusions in your contract (see Exclusion A
  on page 4). Continued use of the vehicle caused overheating, which resulted in
  the secondary failure. As stated in your contract on page 7, “Any damage
  resulting from the continued operation of an impaired Vehicle will constitute a
  failure to protect Your Vehicle and will not be covered under this Agreement.”
  As such, we have determined that the claim was denied properly. Please reach
  out to us at ***** ******** if you have any further questions or concerns, or
  need clarification or assistance. Our customer service agents and claims
  representatives are happy to help should you need it.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new car from Dodge Chrysler Jeep in Los Angeles California on July 25th 2023. I financed through the dealership which allowed me to purchase an extended warranty with their partner, Century Automotive Service Corporation for an additional $4500. I took my car to a repair shop this week due to some issues and neither the shop nor I can get ahold of anyone from the company to file a claim.
  
  The shop has tried twice to call, once waited for almost 1.5 hours before they had to hang up due to other business. Another time they were disconnected without even talking to anyone. I've tried to call to file a claim and I was also disconnected after waiting an hour. I've tried logging into the portal to file a claim but portal is not functioning properly. My car is just sitting at the repair shop and I can't get my car from the shop till its fixed and I don't know what to do at this point.

  Business Response

  Date: 10/30/2023

  *** ********
  We appreciate you bringing these matters to our attention.
  We have looked into the issues. It appears that one of the issues is that the
  service advisor at the shop had provided the incorrect VIN number which caused part
  of the delay. We will look into the
  disconnection and portal matter further as well. Your claim has been created.
  Your Claim number is *********** Please reach out to us if you have any further
  questions on this matter at ************. Thank you.

• Initial Complaint

  Date:03/13/2023

  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.

  I purchased a 2017 chevy camaro 2ss and century automotive extended warranty, from ******* ********* on 11-6-2016. My extended warranty was for 84 months or 100,000 miles, or which ever comes first. My car had a bad fuse block in the trunk. My lights and turn signal was completely out. I was in carson when this happened, so I took the car to **** ********* ** ******. I explained to **** ********* that I had an extended warranty through century automotive service. The ran a diagnostic check on the car and contact century automotive service. Century automotive service told **** ********* that the work I needed done was covered. Century automotive service then told **** ********* , they would only pay 165 an hour for labor. **** ********* hourly labor rate is 220 an hour. Century automotive service said I would have to pay the difference. My century automotive service contract states that they pay the manufacturer reasonable rate only. I called the manufacturer and the dealer where I purchased the car( ******* ********* ** ****** ******, they told me manufacturer suggested rate for labor is 250 an hour. I feel Century automotive service is denying me service that I paid for, against the contract.

  Business Response

  Date: 03/30/2023

  Mr. ********, we appreciate you reaching out to us on this matter. We are internally looking into this matter.  We are agreeable to pay the difference in the labor rate. Currently, we are attaining the repair order from the dealership so that we can address it accordingly.  Please reach out to us if you have any further questions, ************* 

  Customer Answer

  Date: 04/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  It's been 6 days since I received a message from century extended warranty. I called the number they provided and left 2 messages, no response. I'm going to file with small claims court regarding this matter. I'm getting all the receipts from when chevrolet that I'll need and let the judicial system sort it out.
  
  
  
  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: 04/18/2023

  Mr. ********, as you know, we are agreeable to pay the difference in the
  labor rate. A representative from Century Automotive Service Corporation will
  be reaching out to you shortly. Thank you for your patience with us on this
  matter. Please reach out to us if you have any further questions,
  *************

• Initial Complaint

  Date:03/01/2023

  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 a new vehicle in July of 2019 and was sold an extended warranty for $2495.00 and never received a copy of the contract or explained the details. I was led to believe it would be a bumper to bumper warranty after my manufacturer warranty expired. After my warranty expired from the manufacturer, I had an issue with my engine (fuel pressure sensor) which cost me $725.00 and upon trying to get the claim processed I was told it was not covered. I called Century Services to get an explanation and they informed me that if the items listed as coverage and items not listed did not include this part it means it is not covered. I asked for a copy of the agreement which they sent me 3.5 years after the purchase. Century Services or myself never signed this agreement acknowledging the terms. If I had seen this document when it was purchased I would have declined the offer from day 1.
  I decided to cancel the agreement and request a refund and was quoted as a refund of $744.00 of the original $2495.00. I inquired as my manufacturers warranty covered me for the first three years and 36000 miles so technically I only used the agreement for 149 days. They informed me that their warranty started the day I bought the vehicle at which I explained to them I already had coverage and did not need a second warranty. So given that the contract started from the day of delivery they said I used 73% of the term obligation so they were withholding the $1751.00 even though I never collected on a claim. I feel this is a "Legal Scam" as the way the agreement is written they are correct however, I was never given the terms of the agreement or told anything about the cancellation clause.
  I am not sure if I am the only one to complain of this poor business practice however, there has to more people out there who have fallen for this.
  Your help is much appreciated.
  Thank You.

  Business Response

  Date: 03/09/2023

  Mr. ******, we appreciate you reaching out to
  us on this matter. We have internally reviewed this matter. Please see the
  signed first page of the contract we received from the dealership. As it states
  on the first page of the Agreement, “This Agreement begins on the Original
  Factory In-Service Date, and shall end: 60 months from that date….” The vehicle
  was purchased on July 20, 2019, so the contract was almost 70% of the way to
  expiration. The refund was calculated using the remaining 31.856% less the
  cancellation fee.  This is a “Wrap” contract, so it covers repairs that
  the factory warranty would not while that coverage is in effect, then replaces
  that coverage when the factory warranty lapses. As such, it begins when it is
  purchased, not when the factory warranty lapses. Thus, the cancellation was
  properly processed. Please reach out to us if you have any further questions,
  concerns, clarification or need assistance, and our customer service agents and
  claims representatives are happy to help should you need it, at *************

  Customer Answer

  Date: 03/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The signature on this agreement is NOT MINE!! I have a copy of the original Century Services sent me at which there is no signature. I will gladly provide my signature as they will see this is not mine. This further demonstrates the reason for my complaint.

  Feel free to let me know their response.
  
  
  
  
  
  
  
  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]

  Customer Answer

  Date: 03/10/2023

  Please disregard the complaint I filed as the dealership has resolved the issue. 
  Thank you for all your work on this. Complaint number is listed below.

  ********
  
  **** ****** | Culinary Specialist - Central Illinois 

   

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Honda Passport Elite from ******* ***** and they had already place the ****** 360 product on the vehicle. I was charged $2396 for one package and $599 for the other package and this was to cover the car for 5 years. I sold my car on January 2, 2023 and expected to get the ****** credit back in the amount of $1557.40 and now they are declining the refund. I was told that this product was pretty available and that is not the case and I am finding that this is not a good purchase as they really don't stand behind their product. Now they are telling me that I had to take the vehicle back to ******* where I purchased it and they didn't have the vehicle that I wanted, and I did not know about that piece that I couldn't trade it in elsewhere unless I was 300 miles away. Between Century and ******* I am being cheated out of a large sum of money for a car I no longer own. This refund should be allowed as this is a very crooked business practice. I have also been seeing lots of other complaints online about this company and product since I have been trying to get my money back. Had I known what I know now I would have never purchased this vehicle\product. I couldn't take it back to the original dealership as they did not have a vehicle on the lot that I wanted so now they are trying to penalize me for their dealership not having the vehicle that I wanted.

  Business Response

  Date: 01/19/2023

  Ms. ****, we appreciate you reaching out to
  us on this matter. We have reviewed this matter internally. On the Certificate
  it states that, “This additional VALPR Trade Credit must be redeemed at
  original selling dealer or dealer affiliate locations unless customer resides
  300 miles or more from the original selling dealer affiliate locations.” We
  understand your frustration on this matter, but this is the condition on the Certificate.
  Please reach out to us if you have any further questions, concerns,
  clarification or need assistance, and our customer service agents and claims
  representatives are happy to help should you need it, at *************

  Customer Answer

  Date: 01/27/2023

  This 300 mile rule has created a major monopoly considering COVID shutdown the country for a couple of years which resulted in a major vehicle shortage.  I live 160 miles one way from the dealership and they no longer have any dealerships in my immediate area as they closed those dealerships before COVID.  The dealership did not have the vehicle that I wanted due to this vehicle shortage as a result of the COVID shutdowns so what you (Century Automotive Service Corporation) are stating is that I should have settled for a vehicle that I didn’t want.  This did create a situation that caused hardship, and it was no fault of my own.  During the timeframes that I owned a vehicle with the ****** service contract not once did I ever file a damage claim so you were never out any money, the right thing to do would be to refund the trade credit value back to me.  I have owned 2 vehicles with this service contract to date and still own one with the service contract of which not once have I filed a claim, as it stands now I can’t recommend this contract\service due to how this has been handled to date.  The trade credit needs to be refunded back to me as this situation was a result of issues beyond my control. 
  
  
  
  All that I am asking is for you to make this right because this entire situation was out of my control.