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:05/21/2025

  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 used 2018 Alfa Romeo Stelvio from Volkswagen of West Islip in October 2023 and was sold an extended vehicle protection plan underwritten by Renascent Protection Plan (Contract Number: **********). The contract was sold to me with the clear verbal assurance that I would receive a refund if I chose to cancel the plan early due to selling or trading in the vehicle.
  

  
  In March 2025, I traded in the vehicle and initiated the cancellation process. I was quoted a refund amount of approximately $3,400 (based on pro-rata usage and remaining contract value), but was later informed that I would receive $0.00 due to a prior claim paid under the plan. This was never clearly communicated to me at the time of sale, nor is it clearly stated in the contract terms. The wording in the agreement says that refunds will be calculated based on time or mileage used, less any paid claims, but it does not state the entire refund can be completely wiped out.
  

  
  I contacted Renascent Protection Plan multiple times for clarification. Every representative I spoke with refused to explain the refund calculation in detail and continuously told me the matter was "up to the dealership." On the other hand, the dealership stated everything was "up to the warranty company." This resulted in over two months of back-and-forth communication, repeated calls, and no accountability.

  I even had to take off from work and drive over seven hours round-trip to the dealership just to fill out cancellation paperwork—only to be told afterward that I would not be receiving any refund.
  
  I feel misled and taken advantage of. The sales process was not transparent, and the post-sale customer service has been unhelpful and evasive. 

  Business Response

  Date: 05/27/2025

  Hello
  Mr. *****,
  
  I
  apologize for the negative experience you have had with Renascent Protection
  Solutions (RPS) and the difficulties you have experienced when seeking clarification regarding a refund. I have notified
  our Claims Review team and asked that they open up a review file. They will be
  reaching out to you directly within the next 24-48 hours once they review the details of your dispute.  However, please feel free to contact the team at any time
  at [email protected] as we welcome the opportunity to work
  with you on resolving this matter.
  
  Thank you,
  ******** *****

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. They have agreed to re-imburse me the $3400 please close the complaint.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/08/2025

  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.

  On or around 1/20/25 I took my 2017 ************* 3.5T to ************** service department due to the check engine light coming on. When we sat down with the service advisor, he checked with his manager and said all of our warranties were expired. Since this was the dealership we bought the car at, we took their word for it. ************** informed me of the issue and it would cost $3,700 to fix. I bought this car in 2021 from **************, and included an extended warranty provided by Newport Jaguar with Renascent Protection Solutions for $4,000, and it only had 19K miles. Now it only has 42K miles. We had no choice but to approve and pay out of pocket (We were again, never informed of getting a pre authorization if we had extended warranty, even though their system had it listed on the paperwork) Renascent is not willing to reimburse for repairs that are covered, it took them all of 4 minutes to reply and say denied, and I paid $4,000 for this contract, it appears that the company is a Scam. I am requesting refund of the $4,000 we paid for this contract, or reimbursement for repairs, which unless are refunded, I will be reporting this as a fraudulent transaction. Again, I was never provided with procedures for filing claims, and this procedure of authorization is a trap for consumers, and benefits Renascent Protection Solutions. I have researched this company and found that many customers are denied due to pre authorization guidelines. We had never been informed or had any paperwork that was provided when vehicle was purchased, that we needed to get authorization to get repairs on the car. I have had many extended service contracts provided by the selling dealership and never in 30 years have I had to worry about authorization to get repairs completed by the Manufacturing dealerships. We have never used the service contract and since they are refusing to reimburse, they have a profit of $4,000 instead of a few hundred.

  Business Response

  Date: 05/07/2025

  Hello Ms. *************** apologize for the negative experience you have had with Renascent Protection Solutions (RPS) and the delay in response to your complaint. I have notified our Claims Review team and asked that they open up a review file. They will be reaching out to you directly once they review the details of your disputed claim.  However, please feel free to contact the team at any time at ***************************************************************************** as we welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Customer Answer

  Date: 05/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23178928
  
  I am rejecting this response because: I appreciate the response from business, but Once they contact us and we talk, I can close this complaint.

  We are still willing to discuss with business a resolution.  just waiting on them to review.

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

  Business Response

  Date: 05/14/2025

  The Claim's Review Team has contacted the consumer directly. 

• Initial Complaint

  Date:03/31/2025

  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 vehicle from ******************* in *******, **.

  At the time of purchase i received two warranties one for the transmission and the other for the engine which was promised as long as I owned the vehicle. The warranty for the transmission expired June 27, 2023. The company will not honor the warranty for the transmission. They say they can see that in their system. I have paperwork for both warranties 

  Business Response

  Date: 05/07/2025

  Hello Ms. ***************** apologize for the negative experience you have had with Renascent Protection Solutions (RPS) and the delay in response to your complaint. I have notified our Claims Review team and asked that they open up a review file. They will be reaching out to you directly once they review the details of your disputed claim.  However, please feel free to contact the team at any time at ***************************************************************************** as we welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Customer Answer

  Date: 05/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23138458
  
  I am rejecting this response because: the warranty has not reached out to me regarding this. I have had no contact from them by phone or email.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/13/2025

  Please know we responded directly to the customer. 

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23138458
  
  I am rejecting this response because: I've presented photos of both warranties that I received at the time I purchased the vehicle that shows the coverage of the both warranties I would just like them to honor the warranty
  Regards,
  
  ****** *******

  Business Response

  Date: 05/20/2025

  Dear ******, 
  
  Based on your complaint, your claim was escalated to the Claims Review Team and re-reviewed.  As a result of such review, your claim has now been adjudicated and approved for payment consistent with the email that was sent directly to you.  We apologize for the inconvenience.

  
  Please feel free to reach out if you have additional questions.
  
  Thank you,
  Claims Review Team  

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/05/2025

  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.

  Failure to honor service contract.

  Customer Answer

  Date: 03/11/2025

  From: ******* ****** <************************************************>
  Date: Tue, Mar 11, 2025 at 11:46 AM
  Subject: Mediation Request
  To: ******************************************* <*******************************************>
  
  Good Morning -
  
  We previously contacted the BBB on March 5, 2025, to schedule mediation with Renascent Protection Solutions. The individual on the phone indicated we must first submit a complaint and await a complaint number. This is a claim submitted by ******* T ****** against Renascent Protection Solutions. 
  
  We have yet to receive a complaint number. The mediation request has already been forwarded to Renascent Protection Solutions, and we would like to try to get this matter scheduled for mediation as soon as possible. If you could please tell us what the next steps are we would greatly appreciate it.
  
  ******* T. ******, Esq.
  Law Firm of ******* T. ******
  *******************************************>********************
  Tele: ************
  
   
  CONFIDENTIALITY NOTICE: This message, together with any attachments, is intended only for the addressee. It may contain information which is legally privileged, confidential and exempt from disclosure. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, use, or any action or reliance on this communication is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately by telephone (************) or by return e-mail and delete the message, along with any attachments.

  Business Response

  Date: 03/12/2025

  Hello Mr. *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at *********************************************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Customer Answer

  Date: 03/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23023080
  
  I am rejecting this response because: The claim has previously been brought to the attention of both the claim department and the ** of the Renascent Protection Solutions, and the company has not honored the insurance/warrant policy. We are requesting this matter be scheduled for mediation as required in the warranty contract. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/24/2025

  Good afternoon - a settlement offer was sent directly to Mr. ****** via email today (3/24/25) in an effort to resolve this matter prior to mediation.

  Thank you,

  ******** L. *****

  VP of Legal, Regulatory and Compliance

  Renascent Protection Solutions, LLC

  Customer Answer

  Date: 04/21/2025

  We would like to withdraw our complaint and are satisfied with the outcome of our issue. Thank you.

• Initial Complaint

  Date:02/25/2025

  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 brought my vehicle 2016 **** s6 to the mechanic due to mechanical issues I purchased a warranty through Renascent Protection Solutions which cost me around 6k. I received a bill from my mechanic in the price range or 7k. Renascent Protection Solutions is only willing to pay ******* and telling me to use used parts or parts no recommended for the vehicle. I would have never of even purchased the warranty if I knew they would just deny coverage.

  Business Response

  Date: 03/12/2025

  Hello Mr. *************** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at *********************************************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Customer Answer

  Date: 03/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22987855
  
  I am rejecting this response because: I've continued to have issues with this company/agency. My mechanic against his opinion went with the after market parts requested. Upon receiving them one of the parts didnt even fit my car. The mechanic shop called the warranty company to tell them this. The response they got is we'll we will pay 20 dollars towards the correct part. So I had to pay additional 200 out of pocket. For this repair I had to pay ******.out of pocket. This is complete nonsense and people are being taken advantage of
  
  Regards,
  
  ******* ***********

  Business Response

  Date: 05/14/2025

  The Claim's Review Team has contacted the consumer directly.

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22987855
  
  I am rejecting this response because: what is there to approve?

  I'm aware this really isn't going to go anywhere, but their response is a receipt of what they covered, which is 2k and change.

  The entire bill was 6k and i'm just hoping and praying that the parts I couldn't afford to replace don't cause any serious issues. However, i'm keeping track of everything they refused to repair and am prepared to sue for negligence when it's determined that the parts they refused to repair actually needed to be repaired. Also didn't address the fact that I still had to pay 1k out of pocket when I had a deductible of 100. 
  
  Regards,
  ******* ***********

• Initial Complaint

  Date:02/24/2025

  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.

  BBB transcribed details from handwritten complaint form below:

  "Had to get some major repairs on my vehicle. Found out that my  warranty was never submitted. I have contacted Legal Aid, the company, my leinholder & I am getting no where.  The company that sold the warranty is no longer in business.  I had to take out a  loan to get my vehicle fixed & everything would have been covered under the warranty.  

  Business Response

  Date: 03/12/2025

  Hello Mr. ************* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  I apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at *********************************************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

• Initial Complaint

  Date:02/13/2025

  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.

  There is a high cost vehicle protection plan when you go to use it they always have an excuse not to cover. What is the matter with your vehicle at the time but supposed to be covered is a scam. I had a claim of $730.36 of course they denied it. I saved the parts and have them so they could not say what was wrong with them why they didnt cover.

  Business Response

  Date: 02/19/2025

  Hello Mr. ******************** apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at *********************************************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

• Initial Complaint

  Date:01/22/2025

  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 extended auto warranty from Carchex on August 5, 2022. The total cost was $3518. My monthly payments are $97.73 a month for35 months on January 18 of 2025. I have an issue of my vehicle which was a turbo oil feet pipe, which was leaking and all of the oil leakedout of my vehicle and I had to have it towed to the dealership to be repaired when the dealership called my extended warranty plan. They were that this was not a covered item that it was considered a hose and so the item was not covered. I ended up paying $437.18 to get my vehicle repaired I do not consider a metal pipe a hose. I want to file a complaint against this company. I would also like a total refund of my money back as they have not fixed anything on my vehicle I would like the total cost of 3518 refunded to me minus The balance of four 8857 so I have paid in $3029.43. This is the amount that I would like refunded to me apparently I feel they misrepresented themselves in the contract. I dont believe that a metal pipe should be considered a hose. I have an email showing where ******* refused to fix my vehicle. I would like my money to be refunded. They told me that it wouldbe prorated. I gave them the mileage on my vehicle on Monday, January 20 25. I spoke to a ****** and she was supposed to called me backwith what my money being refund it was, and she never reached out to me. I also gave ****** the total of the mileage on my vehicle and I also have a photo of my mileage which as of January 2025 was ****** miles on my 2017 Buick four. I purchased the warranty with the mileage starting ******. Today is Wednesday, January 22, 2025 and no one has not returned my call from this company.I am asking for a refund of the warranty as I have not used it and I have been denied this one claim. I feel likeI should get the full amount back minus what I still owe on it.

  Customer Answer

  Date: 01/25/2025

  **** ****** <****************************> Sat, Jan 25, 3:24?PM (3 days ago) to disputeresolution
  
  Hi *** ***
  I am trying to send from my phone.
  Having a hard time trying to send you the 
  Papers all at once
  I will email you the rest after I print and take pics of . So sorry.
  Huda
  
  **********************************************************************************************************************************************

  Here is one.

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

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

  Business Response

  Date: 01/28/2025

  Good Morning Huda,

  
  I apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at ***************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Business Response

  Date: 02/04/2025

  Hello,

  I apologize for the trouble you have had getting in contact with me.  My email address is ***************************** and my phone number is ************.  

  I look forward to speaking with you,

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

  Customer Answer

  Date: 05/30/2025

  I just wanted to let you know that the issue has been resolved to my satisfaction.
  I received a reimbursement from Renanascent and I am satisfied with the outcome.
  
  Thank you,
  **** ******

• Initial Complaint

  Date:01/09/2025

  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.

  My name is *** ****, I filed a warranty claim for my 2020 ************* E350. I purchased an extended car warranty through Performance First Ultimate Protection (Renascent Protection Solutions) via ******************** and I have encountered serious issues with refusal to honor the claim. My vehicle has a burnt valve and cracked head, and despite submitting all necessary paperwork and service records, the company has continually denied coverage, citing impossible-to-verify questions about the cause of the damage.I am extremely disappointed with the lack of professionalism and transparency in handling this matter. My mechanic, who has over 35 years of experience working with *************, has never encountered such unreasonable requests from a warranty company. The questions about the cause of the burnt valve are entirely speculative, and its clear that no definitive answer can be provided. My check engine light came on, and my car began shaking, leading me to take the necessary steps to seek repairs. It is disheartening that instead of honoring the warranty I purchased, they have chosen to put up unnecessary barriers to avoid fulfilling their obligations.Furthermore, I have encountered rude and disrespectful behavior from your customer ********************** supervisor, which has only compounded my frustration. Given my experience and the many similar complaints I have seen from other customers, I strongly believe there may be unethical practices at play hereboth by ***************** and Pristine **********. I am deeply concerned that this warranty may have been sold under false pretenses and that the dealership and warranty company are working in tandem to deceive customers like myself.

  Business Response

  Date: 01/28/2025

  Good Morning ***,

  I apologize for the delay in response to your complaint and for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at ***************************** as I welcome the opportunity to work with you on resolving this matter.

   

  Thank you,

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

   

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 4 th , 2024 Renascent Protection Solutions issued a denial letter against my claim for coverage under this contract number EF00292377 for my 2016 Range Rover in order to avoid paying the legal claim under the agreed-to contract I purchased from them. I contend that they used deceptive practices under your offer to provide an extended warranty as well as fraudulent practices in denying the claim. As provided for in the Massachusetts General Laws of Consumer Protection, Chapter 93A, I am making a written demand for relief. You have 30 days from receipt of this letter under Massachusetts law to comply with the relief.The actions of Renascent have cost me over $34,000 in expenses, plus my time and potential additional legal costs. I hereby request that you provide relief in the same amount within 30 days of receiving this letter. Should you fail to do so, I am prepared to have my attorneys serve your company with a lawsuit in ****************************, as this amount meets the threshold. If pressed into a lawsuit, you will be held liable for treble damages under Massachusetts law, my transportation and mechanics car storage costs, as well as any and all legal expenses I incur pursuing this matter

  Business Response

  Date: 01/28/2025

  Good morning,

  We have been communicating with Mr. ****** directly regarding this complaint.

   

  Thank you,

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

  VP of Legal, Regulatory and Compliance

  Renascent Protection Solutions, LLC

  Customer Answer

  Date: 03/18/2025

  I have come to a satisfactory resolution with the company and their legal team. please retract my complaint entirely or note it as fully satisfied.

  Thank you very much.

   

  ***** ******