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:06/11/2024

  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 have made multiple service requests on my rowing machine. Each time time the wrong part was sent. This last time I was told that they will not send me a new part eventhough the original part was never received and still broken. Many screen shots and pictures were sent of the wrong parts, the part needed, and correspondence with other agents detailing the issue. This has been on going since 2023.

  Business Response

  Date: 06/21/2024

  **************,
  
  Thank you for taking the time to reach out about your experience with ***************************** Care agent has reached out to you via email with no response. Please contact your ******** Care agent for further assistance. 

   

  Thank you
  
  

• Initial Complaint

  Date:05/20/2024

  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 tankless water heater service plan from the business with labor coverage through the product 4th year, April 2024. In October 2023 my associated well pump went down; water was everywhere. The property is seasonal, and was shut down for the winter.The well pump was rebuilt, reinstalled in April 2024, and it still leaked and I purchased and installed a brand new well pump. When the water system was fully operational for the season, I discovered that the water heater ALSO had an internal water leak. An exact date of the water heater leak absolutely COULD NOT be determined. I filed a claim with the business, who misunderstood it; stated that " the water heater wasnt reinstalled before 4/11/2024" (it was never uninstalled), and denied my claim and said "there isnt anything I can do." Ultimately in my 4-years' total coverage, the company had denied my claim over allegedly a difference of 8 days. However, reiterating, the actual water heater leak start date positively COLD NOT be determined given the multiple leak issues of the associated well pump! Also of interest, the business was extremely unresponsive and untimely... I wrote them 8 times in the fall of 2022 trying to confirm warranty end date, and elaborately 4 times in April and May of this year trying to appeal the claim before they ever answered my emails.

  Business Response

  Date: 05/30/2024

  ************,
  
  Thank you for taking the time to reach out about your experience with *** Warranty Corp.
  
  Management has already reviewed your claim and informed you that due to you first noticing the leak on 04/19/2024 after the warranty expiration of 04/11/2024, we were not able to move forward and file claim. While we do understand your frustrations, the below email was sent to us on 04/21/2024 where you indicated the unit was placed back into service on 04/19/2024, 8 days after the expiration. Subsequently, that resulted in the response from management on 04/21/2024 that we were not able to move forward and file a claim. At this time, our stance will remain. If you have any questions, please reach out to your ************* agent.
  
  Please review the below correspondence, whereby my water heater warranty/contract was confirmed active until 4/11/2024.
  
  Please understand that in 10/2023 my well pump associated with my water heater went down. The water heater serves a seasonal cabin, and,as such, was shut down, drained, and removed from service for the season in 10/2023.
  
  In the off-season I had a local pump shop rebuild my well pump, which was reinstalled earlier this month. However the rebuilt pump leaked, and was immediately removed from service and replaced with a brand new well pump purchased at Menards on 4/19/2024. 
  
  Only then on 4/19/2024 was the water heater placed back in service for the season. It was immediately determined that the water heater had an internal water leak, seemingly like the prior leak for which the water heater was replaced. With my well pump issue, and the delay in putting the water heater back in service, it was not possible to know of the water leak prior to 4/19/2024.
  
  Given the repetitive water heater leak scenario, and the delay in discovering the leak, please allow a water heater claim, as per the contract, in order to to get my water heater back in service. I intend to bring-in a service provider tomorrow or as soon as it can be scheduled, as my cabin is unusable without hot water.
  
  Thank you very much for your consideration.
  
  
  ************* @ *** Warranty Corp 

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I under explained or perhaps incorrectly reported my leak start date, resulting in your claim denial. I am sorry for that, and I would like to clarify and have the claim reconsidered.

  In 10/23 I experienced water everywhere, and 'blamed' my well pump. As I had mentioned, we then drained and shut down the system for the winter.
  

  I had my well pump rebuilt and reinstalled in 4/23 to no avail; I had the IDENTICAL water mess! I even replaced the pump, only to still have water on the floor. The water heater was MOST DEFINITELY contributing to this all along!

  With multiple components leaking and contributing to the water mess, plus a delay in completing component replacements, we very truthfully COULD NOT isolate the leaks and determine the exact sources of water more timely. (Had it not been for multiple component replacements, we would have had water on for the season by 4/1/24, certainly within the plan coverage period. We did all we possibly could have to expedite the process.)
  

  Thus please amend my claim to 10/23, well within the plan coverage period. I should have reported it as such back then, but I did not realize that two components were leaking. In hindsight I should have proceeded with repairs then, NOT postponed until spring.

  In conclusion, both the pump AND, by virtue of the identical water leakage pattern, the water heater had to have leaked in 10/23. I incorrectly stated a 4/19/24 leak start date. I was wrong in indicating this date, and again I'm sorry for under explaining or incorrectly reporting my scenario.

  Please make good on this claim where the leak start date was 10/23. (Please understand the cabin is seasonal, so things were at a standstill for six months.) I was able to get the replacement water heater installed for only $200 plus misc. fittings, for which I could submit proof for a claim.

  Thank you for your reconsideration.
  

  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 07/16/2024

  ************,
  
  Thank you for taking the time to reach out about your experience with *** Warranty Corp.
  
  While we do understand your dissatisfaction, at this time, we are not able to ***** any exception due to your contract expiring on 04/11/2024 and contact not being made to us until after the expiration on 04/21/2024. If you have any questions, please reach out to your ************* agent.
  
  ************* @ *** Warranty Corp 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business contends that I did not report the damage on time and thus improperly rejects my legitimate, covered claim. Due to multiple component failures associated with my well pump system and contributing to water leakage, I COULD NOT possibly identify and report the damage one day sooner. Doing so would have been baseless, improper, and non-factual.

  My claim was entirely improperly denied. The business extremely wrongfully denied my legitimate, covered claim.

  My gratitude to the the BBB for allowing me multiple opportunities to honestly, factually present and reiterate my non-resolution.
  

  Sincerely,
  
  *****************
  
  
  
  
   
  

• Initial Complaint

  Date:05/16/2024

  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.

  On November 14, 2020, I purchased a couch along with a 3-year warranty. On December 30, 2022, I filed a claim because the frame of the couch was broken. A furniture repairman was sent to evaluate the couch, but the repair was never completed. Despite this, the furniture repair company was paid for the repair. They neither fixed my couch nor contacted me again after the initial evaluation.I have made numerous attempts to resolve this issue. I contacted Amynta via chat on their website and explained the situation in detail. However, they refuse to investigate the matter, citing that the warranty has expired, even though I made the claim a year before the warranty ended. I have requested a call from a supervisor multiple times, but I have not received any response.It is unacceptable that I paid for a warranty only for the warranty company to pay a repair company that failed to perform the necessary repairs. I am left with a broken couch and out-of-pocket expenses for a warranty that was supposed to cover such issues

  Business Response

  Date: 05/30/2024

  ******************,
  
  Thank you for taking the time to reach out about your experience with Warrantech Consumer Product ************************** Care agent has attempted to reach out to you and left a voicemail. After further review of your account is has been determined that repairs were not made. We have issued a ******* gift card for the replacement of your unit. Please allow up to ********************************** the mail at the address we have on file. If you have any questions about those expectations, please reach out to your ************* agent.
  
  ************* @ Warrantech ************************

• Initial Complaint

  Date:04/22/2024

  Type:Delivery 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.

  Filing a complaint because of damage table and chairs the order number ******** . Original purchase date July 11 2019 Nebraska Furniture Store. I contacted Nebraska furniture, and they advised me to contact Guardsman Phn ************** to file a claim on the product due to the protection expires in July 2024. However, I was declined after filing claim. I feel I was unjustly handled regarding my claim due to the expiration date of July 2024. Therefore, I request help with getting this company to honor their warranty. Claims number #********, last conversation on Monday April 15 2024.

  Business Response

  Date: 05/06/2024

  *******************,
  
  Thank you for taking the time to reach out about your experience with Guardsman US.
  
  A ******** Care agent will reach out to you about your current claim. The agent will be able to provide the current status of the claim and what to expect in the future. If you have any questions about those expectations, please reach out to your ******** Care agent.
  
  ******** Care @ Guardsman 

• Initial Complaint

  Date:03/26/2024

  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 their Platinum Protection Plan contract #********** on a used vehicle, purchased from ******************* in ************. The first time I had a break down the dealership the vehicle was towed for service could not get hold of an agent to file a claim. This went on for 5 business days,I myself had tried numerous times to contact an agent without any luck. I paid $4,197.00 for this protection plan I would like my money back for this policy.

  Business Response

  Date: 04/08/2024

  Dear *****************
  
                  This is in response to your Better Business Bureau complaint regarding filing a claim and cancelation of your vehicle service contract.  See the filed Better Business Bureau complaint below. We thank you for your patience while your complaint was under review. We apologize for any delay or frustration that you may have experienced.
  
                  On April 5 and 8, 2024, we called you and left a message. Our records indicate that on March 20, 2024, you called and wanted to know how to file a claim, we advised you of the claim procedures. On March 21, 2024, *************** emailed ************ requesting to start a claim.  ************ requested a copy of the repair order and for them to fill out a claim request form. ************ never received a response from ***************.  On March 27, 2024, we received email that you would like to cancel the contract.  We spoke to you on the phone, and we advised that we would email you a cancelation request form.  We advised that the selling dealer; ****************** Buick, would be the responsible party for issuing the cancellation refund. Later that day you called ************ requesting reimbursement for a repair that you had done to your vehicle.  We advised you to email us copy of the invoice.  On April 3, 2024, ************ received the invoice. On April 4, 2024, we emailed you the eligible amount and that the check will be mailed to you.
  
                  I have attached a cancelation request form if you are still wanting to cancel the vehicle service contract.  Please fill out the form and return to me. I will send the document to the cancelation department and expedite.  After the vehicle service contract is cancelled in our computer system, the selling dealer (****************** Buick) is responsible for issuing the cancelation refund.
  If you have any questions, you can call me at ************ or email me at ******************************************.
  
  Best regards,

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempting to be made whole on a extended warranty. Provided all documentation requested. OEM warranty states 1 yr parts/6 months labor. They state 6 months labor is what they will cover. Who the h*** does that? There was no labor involved! Claim denied. Claim number *********. Many emails involved with no satisfaction. My next step will be State Attorney General and personal attorney with a charge of consumer fraud. I'm too old for this...

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.  Check their reviews.  Horrible.  Complaints filed with State Attorney General. 
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 05/07/2024

  **********************,
  
  Thank you for taking the time to reach out about your experience with WCPS of ********
  
  A ******** Care agent has reviewed your claim thoroughly. It has been determined your warranty started after the shortest period of the manufacture warranty which was 6 months from you date of purchase 03/10/2021. Your warranty ended on 09/10/2023. At the time you called to file a claim on 12/28/2023 your warranty was expired. Currently the denial of the claim is correct. If you have any questions, please reach out to your ******** Care agent.
  
  ******** Care @ WCPS of *******

• Initial Complaint

  Date:01/12/2024

  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.

  2021 WE Purchased New Maytag Washer (and dryer) with warranty from Badcock Furniture. In 2022 and 2023, warranty service company was contacted (******************************* LLC). The technician was sent out at least three different times. Each time the technician was sent out to repair the machine, the part was not available or had not been sent to our home. This continued until we told them we are ready for a different resolution. They said they would have the part for the next time the technician was scheduled. This is the same thing they had said every time. The technician even stated to the office, on the phone while we were standing there, that they needed to close this account out replace it with a total replacement since the part we needed was too difficult to get in stock. We agreed but nothing materialized. Many times we were told that the part would be delivered or that they had the part with the technician and didn't even show up or the part never showed up. We have heard nothing from them since the last technician visited our home. We contacted them through email and by phone. We were also directed to a company out of ************, ** that does not service our area. We have had to buy a used replacement washing machine and connect it to a water hose outside the house so that we can wash clothes. We still don't have a working Maytag Washing Machine inside the home. We need help to resolve this please. R/O # ************** ***** ****** *** ****** ************ ********************* ** ************************************************ ************************* **** ****** ******** ******** ******** ************************

  Business Response

  Date: 01/11/2024

  Please contact the extended warranty provider. After multiple attempts to retrieve authorization with no approvals or response from the warranty provider we closed out dispatch. We have since stopped doing business with this warranty provider due to these issues. 

  Business Response

  Date: 05/07/2024

  ********************,
  
  Thank you for taking the time to reach out about your experience with *********************************************** Care agent has reviewed your claim thoroughly. It has been reported the unit has been repaired and working to factory standards.If you have any questions, please reach out to your ************* agent.
  
  ************* @ ****************************

• Initial Complaint

  Date:01/11/2024

  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.

  Im trying to cancel my warranty contract with this company. The vehicle that had the contract was bought back by Stellantis. *** tried numerous times to call and no one has answered the phone. I need a refund of my warranty contract.

  Business Response

  Date: 05/09/2024

  
  Dear *** ******
  
                  This
  is in response to the Better Business Bureau complaint that you filed regarding
  the cancelation of your vehicle service contract.  We thank you for your patience while this
  matter was under review.
  
                  Our
  contract file indicates that on January 22, 2024, we spoke with you and advised
  that the vehicle service contract was cancelled and depending on the mail
  system would depend on when you would receive the cancelation check.
  
                  We
  apologize for delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

• Initial Complaint

  Date:12/18/2023

  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.

  Business that sold me a contract went out of business. Couldn't use it elsewhere for the amount discussed at sale. Company told me cancel since I can't use the Maintenance plan, but would not disclose how much I would get back on a plan with 2 years remaining. Now they said I am owed nothing. I had 2 plans with this company.

  Customer Answer

  Date: 01/11/2024

  At this time, I have been contacted directly by The Amynta Group regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  Even though I requested the refund amount ahead of time several times, they would not tell me. After cancelling they said I was owed nothing. I could've been reimbursed a very small amount for the remaining services if I would've known I was getting nothing, this would've still gotten something. This company has been horrible to deal with and just stopped responding to me at all. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by The Amynta Group regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 05/30/2024

  Dear
  *** *******,
  
                 
  This is in response to the Better Business Bureau complaint that you filed
  regarding contract cancelation refund.  Thank you for patience while this
  matter was under review.
  
                 
  On May 28 & 29, 2024, we called you and left a message. On May 29, 2024, we
  emailed you explaining the reason for no cancelation refunds.
  
                 
  Regarding your Pre-Paid Maintenance agreement cancelation.  The agreement
  was prorated at 22%, after deducting the cancelation fee and previous claim
  there is no refund.
  
  Retail
  cost – $753 * .22 (22 percentage) = $165.66
  $165.66
  – $50 (cancellation fee) = $115.66
  $115.66
  – $163.00 (paid claims) = $-47.34 (no refund due)
  
  The
  Pre-Paid Maintenance Agreement states:
  
  Cancellation
  of Your Agreement
  
  d.
  If this Agreement is cancelled within the first sixty (60) days and no
  maintenance services have been redeemed, We will refund the entire Agreement
  cost paid. If this Agreement is cancelled after the first sixty (60) days or
  any maintenance services have been redeemed, We will refund an amount of the
  Agreement cost according to the pro-rata method reflecting the greater of the
  days in force or the miles driven based on the term/miles selected and the date
  coverage begins, less a fifty dollar ($50.00) administrative fee and less
  any maintenance services redeemed. In the event of cancellation, the
  lienholder (if any) will be named on a cancellation refund check as their
  interest may appear. (Emphasis added)
  
  
  Regarding the vehicle service contract,
  there was only 7 days left on the vehicle service contract. This equated to
  prorated percentage of 0%. The vehicle service contract has a $50 cancellation
  fee. This resulted in no cancelation refund.
  
                 
  We apologize for any delay or frustration that you may have experienced.
  
  Best
  regards,
  ****************************
  

• Initial Complaint

  Date:11/28/2023

  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 would caution anyone to avoid purchasing an extended vehicle warranty with this company at all costs. I was sold an extended warranty with the purchase of my brand new vehicle (2018 **** Escape 1.5 L engine) in 2018, for a price of $2,799.00. My vehicle has been sitting in the dealership parking lot since 9/20/23. After several weeks with no update I reached out to the dealership at which time they told me warranty solutions needed documentation of all oil changes on the vehicle before they could approve the claim, I obtained what they requested and emailed it to them. They also asked the dealership for some diagnostics which they also supplied (P0340, P0344, verified engine losing timing due to loss of oil pressure, engine replacement recommended); both the dealership and I were under the impression that once these documents were provided, the claim would be approved. Per the dealership, customer services was less than helpful and despite several calls and requests to speak with a supervisor, we were given the run around. Dealership sent warranty company the diagnostic codes and stated a new engine was needed. Once the dealership was able to speak with someone, we were again told that more diagnostics were needed. It was at this time that they informed me that the diagnostics provided were not enough and I would have to pay for an engine tear down est. cost $4, 594.20 with no guarantee of coverage once the cause of oil failure was determined. Also, if warranty solutions deems the oil failure as part of the contract exclusion, and I go forward with an engine tear down, I will be left with a dismantled engine. Despite multi email requests sent to warranty solutions to provide in writing what the reason for further diagnostics was, I have received nothing. My car is due to be paid off in full in 2/2024 and no I will be left with scrap metal. It is clear that warranty solutions does not want to pay for the new engine. My car only has ****** miles on it.

  Business Response

  Date: 05/14/2024

  Dear **************************,
  
                 This is in response to your Better Business Bureau complaint regarding an engine claim.  We thank you for patience while this matter was under review.
  
                 On November 30, 2023, we received your appeal letter regarding an engine claim.On December 7, 2023, we emailed you a response letter advising of the status of the engine claim.  We advised you the vehicle service contract (***) is a contract and not an insurance policy or guarantee. Warranty ******************************** (WSMC) administers the terms and provisions of the ****  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility and at times verified by an independent inspection agency. 
  
                 We reviewed your claim file with our WSMCs Claims Team and determined that the engine claim is still in open status.  The maintenance records have been found to be adequate.  The claim department is waiting for the repair facility to verify the cause of failure and the extent of damage.  The *** states that you must authorize the repair facility to diagnose the mechanical breakdown to determine the cause of failure and the extent of damage.
  
  The vehicle service contract states:
  
  Contract Definitions
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part to perform its intended function due to defects in materials or faulty workmanship in its manufacturing. This may include wear tolerances that are outside the manufacturers specifications that prevent the part from operating as designed.(see General Contract Exclusions) Non-covered parts are not covered.
  
  How to Make a Claim
  
  3. You must authorize the Issuing Dealer or any other state licensed repair facility to inspect and diagnose the Mechanical Breakdown, as necessary, to determine the cause of failure and the cost of parts and labor to repair.  IMPORTANT: You must call the Administrator prior to all transmission disassembly. You are responsible for the cost of disassembly in the event the Mechanical Breakdown is NOT payable under this Contract (see General Contract Exclusions).
  
  General Contract Exclusions
  
  4. Any costs incurred for diagnostics or disassembly work if a Mechanical Breakdown is not covered by this Contract (see Payment of Mechanical Repairs).
  
  
                 We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ***************************************
  

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: in my opinion this company uses bait and switch tactics which are misleading. I would advise anyone thinking of using this company to reevaluate and run.  The customer service was unprofessional and unhelpful. The response time is abhorrent. The entire response above is just copied and pasted and lacks any answers to questions I raised. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I cannot afford an engine tear down. You want me to pay and I cant afford $15,000 for a diagnostic tear down. Please stop copy and pasting pre written jargon.  Your company is unethical: 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business Response

  Date: 06/10/2024

  Dear **************************,            
  
                 We are sorry for the inconvenience, but as the administrator for your vehicle service contract, we must adhere to its terms and conditions. Currently, we don't have the specific cause of the engine failure, only the symptoms. We need the repair facility to identify the mechanical issue with the engine before we can proceed with the claim. We can't approve a claim based solely on the symptoms; we require the exact cause of the failure and extent of damage. Once the repair facility provides this information, we will proceed with the claim and adjust it as per the terms of the contract.
  
  We apologize for any inconvenience, and we are committed to providing the coverage as stated in the contract.
  
  
  Best regards,
  ***************************************