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:09/09/2023

  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.

  Called my card warranty company August 29th and was told the part was covered. After they called the repair shop they said it wasn’t covered. And now coincidentally have no phone record of me calling and are refusing to honour their mistake by telling me they would cover the cost to repair my car.

  Business Response

  Date: 09/22/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ********
  *****, Complaint ID BBB-20580652, received by Renascent Protection Solutions on September 19, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ******** *****’s file,
  the component forming the basis for the claim, the catalytic converter, is not a covered part under Ms. *****’s
  contract. Article V, Section B states that exhaust systems and emission components are explicitly not covered
  and thus excluded from coverage. Ms. ***** is mistaken in that RPS does have on file telephone calls of
  Ms. ***** contacting RPS. RPS does not have any employees working in Tennessee, thus it is possible Ms.
  ***** called the wrong company on at least that occasion.
  The denial of Ms. *****’s claim for replacement of the catalytic converter, an excluded component, was
  appropriate.
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 10/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20580652
  
  
  
  I am rejecting this response because: 
  
  I had been in contact with the IT department and they did infact find the phone call (as proof of phone call we submitted the screenshot of your companies phone number) The employee stated to me that the converter was infact covered. You’re passing the buck and trying to get out of responsibility  

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

  Business Response

  Date: 10/10/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******** *****, Complaint ID BBB-20580652, received by Renascent Protection Solutions on October 4, 2023.
  
  
  Thank you for your patience while we further investigated this matter. Upon review of ******** *****’s file, Ms. ***** is again mistaken and misstating the facts in this matter. As stated RPS does have on file telephone calls of Ms. ***** contacting RPS. Those calls have been pulled and reviewed. At no time was a statement made by an RPS employee that a component that is not covered under the contract was covered for her claim. Further, also as stated, RPS does not have any employees working in Tennessee, thus it is possible Ms. ***** called the wrong company on at least that occasion. We cannot comment on that interaction if it occurred.
  
  
  Again, the component forming the basis for the claim, the catalytic converter, is not a covered part under Ms. *****’s contract. Article V, Section B states that exhaust systems and emission components are explicitly not covered and thus excluded from coverage. Any other fact is irrelevant. The stated component is not covered under the explicit terms of the contract, it simply could not be clearer. The denial of Ms. *****’s claim for replacement of the catalytic converter, an excluded component, was appropriate.
  
  
  Should you require additional information, please feel free to contact me at [email protected]. 

• Initial Complaint

  Date:08/30/2023

  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.

  My then-partner purchased an Ultimate Protection Package for her 2017 Honda Pilot, offered by Tricor Automotive and administrated by Renascent Protection Solutions. The contract states that: The contract holder must authorize diagnostics before a claim is sent to the insurer. Should the repair be covered, the diagnostics will also be covered.
  
  We've been dawdling around for over 3 months trying to get a repair done as the SUV is deemed unsafe as the airbags will not deploy due to an issue with cables/harnesses. We have been told 3 weeks ago that we would have to pay, out of pocked, roughly 1500$ for diagnostics, by the dealership as Renascent would not approve the diagnostics due to the fact that they are "not verifiable" hours. As a consumer we honestly couldn't care less if the hours are verifiable or not: I wasted 3 days of work, UNPAID, which amounts to over a 1000$ in un-earned salary. The contract states clearly that the diagnostics are to be covered. I don't care how it gets done, abide by the contract otherwise there will be a lawsuit under Canadian law which states that insurers MUST ACT IN GOOD FAITH, which I am most definitely not seeing right now.
  
  The contract number is TVS0027995, under the name ******* *********. I am the one dealing with this situation as I am fully bilingual and recommended she buy the warranty, which right now I am regretting.

  Business Response

  Date: 09/25/2023

  `This response is written with regard to the Better Business Bureau follow-up to the complaint of *******
  *********, Complaint ID BBB-20543239, received by Renascent Protection Solutions, LLC on September
  14, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ******* ********** file,
  this matter relates to extended diagnosis work done on the covered vehicle. It is noted that RPS paid more
  than was required under the terms of the contract for diagnosis work done by the dealership. The required
  coverage was roughly 1.5 hours and RPS paid roughly 3.3 hours. It is our understanding that Mr. Desfosse
  is working this matter out with the dealership that performed the repairs.
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 09/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20543239
  
  
  
  I am rejecting this response because: 

  while trying to work out the issue with the dealership, they have referred me back to the insurer, as 3.5 is the diagnostic that was requested by the insurer, in addition to the initial 4.0. Had the insurer not requested that diagnostic with Honda Techline, then most if not all of the diagnosis would have been covered.

  Further to that, I was informed by the dealership that the insurer was going by an OP code that covered 6.1H for a repair that requires the removal of the steering column, which the dealership estimates is 12h total work. How can there be such a massive discrepancy between an OP code and actual work? 

  The coverage is advertised as comprehensive and exclusionary. Nowhere does it state that the diagnosis is not fully covered (no exclusion stated to this effect) and while the OP code only covers 6.1, I need an explanation as to why there is a discrepancy as massive as there is.

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

• Initial Complaint

  Date:08/23/2023

  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 got my car is may 2023 so I’ve only had it for about 3 months. My engine failed last month and the cause stated by BMW was due to “lack of lubrication”. When I called the warranty company about this I was told SEVERAL times my claim was denied due to “lack of lubrication”. I then saw a provision under Georgia (where I bought the car) and it specifically states none of my claims can be denied based on lack of lubrication.
  
  When I pointed this matter out I was put on hold for an hour and the goal post was moved. Instead now they claim it was due to negligence referring to part D of my warranty. However part D talks about lacks of lubricant which is already denounced in the provisions.
  
  The employees are extremely rude and they are NOT looking to help. If there is any way they can put the blame on you they will do their best to do so. Now I have to seek legal assistance to help my claim get covered. Because I have a 3 month old car with a broke down engine. Anyone who owns or has owned a car knows an engine failure within 3 months of purchase is absolutely crazy that I wouldn’t be covered.
  
  Again I cannot stress this enough do not give this business your business. And before you buy a car make sure the extended warranty is not with this company.

  Business Response

  Date: 09/11/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******** *****, Complaint ID BBB-20510208, received by us on August 24, 2023.
  
  Thank you for your patience while we further investigated this matter. Upon review of ******** *****’s file, the inspection report revealed that the repair facility technician at the repair facility chosen by Mr. ***** stated that less than a quart of oil was in the engine when repairs began. The oil filter also showed signs of metal shavings, an indication of operating the vehicle with improper lubrication. The technician and the third-party inspector stated that Mr. ***** would have been receiving warning lights and symbols indicting both the low oil status and that he should cease operating the vehicle.
  
  The available evidence clearly indicated that Mr. ***** failed to maintain his vehicle by failing to have proper engine lubrication. His claim was denied based upon Section V(D) which states that any breakdown caused by misuse, abuse, negligence, lack of scheduled maintenance including failure to maintain proper levels of lubricants creates is exclusion from coverage under the contract terms. We have all of those occurring in Mr. *****’s claim adjudication, thus the denial of his claim was appropriate.
  
  Should you require additional information, please feel free to contact me at [email protected]. 
  

  
  

  Customer Answer

  Date: 09/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20510208
  
  
  
  I am rejecting this response because: 
  

  I have attached a copy of my warranty. While what they are saying may seem to be accurate there is a problem. Each state has its own specific provisions within the warranty that protects the consumers from incidents like this.

  Under the Georgia provision (where I purchased the car) the provision states verbatim “We will not deny a claim hereunder for damage, failure or breakdown caused by the lack of proper and necessary amounts of coolants or lubricants
  or caused by contaminant(s), or foreign object(s).”

  This alone clearly protects me against Part D (the clause which the company denied my claim).

  By law you have to honor the provisions in the contract. You also moved the goal post by now claiming negligence which was not in your original denial. And even if it were that is still not grounds to deny the claim because you are stating the damage was caused by “lack of lubrication”.

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

• Initial Complaint

  Date:08/18/2023

  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.

  On 6/27/23 I had Shocks and struts replaced on my 2019 Ford F150 at Anderson Ford in Anderson, SC. I was told by the dealer that they were not covered under my Triton Protection Premium Extended Warranty, a product of Renascent Protection Services. on June 1st I had the truck in for another issue and while researching my warranty for that Triton stated that I was covered and provided a solution to get reimbursed. On 6/27/23 at 8:45 am ********* ****** texted the following:
  What Needs to be Submitted for Review ~ All documents must be submitted in PDF format
  a. A letter of explanation of why prior authorization was not obtained
  b. A final invoice that shows all of the charges for parts and labor as well as the totals
  c. Any applicable sublets 1. Rental, towing, trip interruption, etc .
  d. Proof of payment 1. If they paid for the repairs with a credit card a copy of the card receipt
  2. If they paid cash for the repairs the final invoice must be stamped “Paid in full”
  5. Documents should be emailed or mailed in: Email: [email protected] Mail: Claims Review PO Box 2082 Dublin, OH 43017
  6. Letter Of Acknowledgement (LOA) ~ States that the contract holder understands that no further claims without prior authorization will be reimbursed. a. Must be completed by the contract holder and sent back to this office.
  Thanks,
  Customer Service Department
  Renascent Protection Solutions
  1-800-457-7703 x-7001
  [email protected]
  
  All docs were mailed 3 days later. I received nothing so reached out 8/19/23. Mrs. ****** stated that nothing is being reimbursed because I didn't get prior authorization. I emphasized i asked and was told not covered but it should have been. Transferred to supervisor in claims. Waited on hold for 1 hour 15 minutes then I was disconnected.

  Business Response

  Date: 09/14/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ****** 
  *****, Complaint ID BBB-20489544, received by us on August 25, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ****** *****’s file, his 
  claim related to the replacement of shock absorbers. Shock absorbers are excluded from coverage under his 
  contract at Article V(B), “WHAT IS NOT COVERED … FOR ANY OF THE FOLLOWING PARTS OR 
  CONDITIONS FOR ALL COVERAGE LEVELS … “Carburetor, Battery, Battery cables, Shock Absorbers, 
  Manual and Hydraulic Clutch Assembly …” As the specific items involved in Mr. *****’s claim are directly 
  excluded by the contract terms, they cannot be approved and covered. Thus, the denial of that portion of Mr. 
  *****’s claim was appropriate.
  Mr. ***** has stated he would consider a refund as an acceptable option. Mr. *****’s contract sets forth the 
  terms required for him to cancel his contract and obtain a refund.
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 09/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20489544
  
  
  
  I am rejecting this response because: 
  
  I spoke with multiple customer service employees who stated that the struts were a covered parts and that a check would be issued. The second supervisor is focused on the shocks and not the strut component. I have reached out to ford and the dealership and recommended they use a better warranty with company in the future with better trained individuals. Do not purchase extended service plans from this company.
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/05/2023

  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.

  The service contract was purchased for $5,188.00 in “ultimate coverage” for **** *****’s 2017 Land Rover Range Rover Sport Spg. On 15 March 2023, the service department at Exclusive Automotive, where the vehicle was towed to after its initial malfunciton, sent an invoice to Renascent for maintenance stemming from a water pump failure. Renascent sent a representative to assess the vehicle. The representative had Exclusive Automotive disassemble the entire vehicle. Thereafter, the Renascent representative informed Exclusive Automotive that they would not cover a single cent of the repairs or for the disassembly. Complete disassembly would not have occurred but for the Renascent representative’s demand to do so. Up to this point, the cost of repair, total disassembly, then reassembly of the vehicle cost over $22,000. Days later, after calls from the service shop at Exclusive Automotive and from **** *****, Renascent then stated that they would not cover anything not because it was not covered parts, but because the vehicle “was driven while or after it was overheated.” This is not and cannot be true, as there are receipts proving the vehicle was towed any time a malfunction occurred as required by the contract. Exclusive Automotive can also prove, both verbally and in writing, that the vehicle was towed at every step of its process, and that the Renascent representative was not even there to see the results of this disassembly. Regardless, any potential driving of the vehicle by the service provider would not invalidate **** *****’s claim to fulfillment of her contract with Renascent, Scioto Administrators Corp., Allegiance Administrators, LLC, and the American Bankers Insurance Company of Florida. The Provider has since cut all contact and avoided **** *****, attorneys representing her, Landmark Motors (where the vehicle was purchased), and the service department at Exclusive Automotive. This behavior has clearly been (i) an example of gross negligence and (ii) an blatant bad-faith dealing that exposes all listed administrators of the service contract to liability.

  Business Response

  Date: 08/17/2023

  Per email received from the business, they have requested additional time.  

  Customer Answer

  Date: 08/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20426405
  
  
  
  I am rejecting this response because: 

  they have been ignoring all forms of communication since March 2023 so them requesting more time is ridiculous as evidence shows that they are in breach of contract and they have not made any attempt to communicate about correcting this issue which has put massive financial and emotional strain upon my family as a Active Duty Service member I find it extremely frustrating that they can jeopardize my career as in this is my only mode of transportation for work, which now I am paying out of pocket for car rentals and still having to pay for my car insurance and note.
  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 05/16/2024

  na

• Initial Complaint

  Date:07/27/2023

  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.

  Bought a car from diplomat dealership located in Troutdale, Oregon on September 1st, 2022. They sold me this insurance for $2,105.00 assuring me if I have any service repairs that needed to be fixed within the warranty it’ll be covered. In march of 2023 I was going home from work when my engine failed on me in the middle of the freeway, leaving me stranded late at night. I took a video that same night with provided time stamp.I sent the video to multiple auto shops they’ve believed I had a rod knock and the only solution was getting a NEW engine. I informed the dealership and they gave me the warranty number and told me to take the car to their auto shop where they do all their warranty work at. Once my car was towed to the shop, the manager there said the only way the warranty will cover my engine is if they get my authorization to pull the engine out of my car so the inspector can take pictures. I gave them my approval, by this time my car has been sitting in the shop for a month waiting endlessly for an inspector to come out to the shop.They informed me an inspector can take about a week to file the claim. About a week later I still haven’t heard back from the warranty or the shop. So I ended up calling the shop and they had said that the warranty company is denying my claim. You could imagine my frustration after waiting months on end to be told we will not fix your car. Supposedly they are denying my claim for the reason that I have a tuner in my car. Which was a tracker created by ******, The dealership included for an extra $400. When I came in contact with the claim adjuster, He had told me 20 people in the office looked at my claim and told me they couldn’t figure out what the tracker was in my engine. I have absolutely no modifications on this car. He said I could call the office multiple times and there’s nothing they can do for me but to go and appeal. He wouldn’t give me an honest answer either of why it’s not even being covered. He had also the audacity to ask me what a warranty is ?! Excuse me , I paid $2,105 for the warranty to fix my car for times like this. I read the contract simultaneously, I know what’s covered & my rod knock is covered. All I ask is simply to fix my car.

  Business Response

  Date: 08/03/2023

  Thank you for your patience while we further investigated this matter. Upon review of **** *****’s file, Mr. ***** has altered or modified his vehicle. There is at least an aftermarket custom exhaust system and some
  other unknown device plugged into the covered vehicle’s OBDII of the ECU. Article v, Section F excludes coverage if any alterations have been made to the covered vehicle. Further, the inspection report clearly
  indicates that Mr. ***** continued to operate the covered vehicle while in a failed state. The inspection report states that the failure and resulting damage was caused by the failure to protect the covered vehicle from further damage, listing a bearing that was simply missing, having been disintegrated by continued operation in a failed state, and heavy metal deposits throughout the engine, causing additional damage, also from continued operation in a failed state. Article V, Section D, excludes coverage for damage caused by misuse, negligence, abuse, and failure to protect the vehicle from further damage once a breakdown has occurred. Mr. ***** admitted to driving the vehicle with a loud “knock” coming from the engine until the vehicle ceased to operate. This is the textbook example of failure to protect. Thus, upon review of this claim, the denial was well warranted for two reasons backed by the findings of the third-party inspection report. Should you require additional information, please feel free to contact me at **************

• Initial Complaint

  Date:07/27/2023

  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.

  Wednesday 7.12.2023, I noted a small 1/8in section of my car display screen delaminating. I called Renascent to obtain instructions on how to addressing the issue. After receiving instructions, I took it to Kia of Frisco Service to start the process. Monday, 7.17.2023, I received word that the claim was denied due to inaccurate information. I immediately took 2 video recordings to show the issue of lack of function in the effected area.
  I wish to provide the following information:
  1. Per the definitions and description in the warranty contract, my issue falls within the definitions and coverage for the “Ultimate Coverage” plan.
  Per the provided video evidence and the photo, the screen delamination has caused the screen to be unable to perform its function due to the /breakdown.
  -It is unable to register my touch inputs
  -Causing additional problems with the Apple CarPlay feature
  -Has caused significant difficulty with the visibility of the screen in the affected area
  All the above have impacted the “normal service” and “functionality” of the part/vehicle.
  Per the response provided:
  "... we will be sticking to the denial decision as the inspectors report states that the delamination is not effecting functionality of unit at this time.”
  The delimitation is in fact having a significant impact/failure with the “functionality of unit”, thus meets the definition/reason that was just given.
  
  2. I followed every process provided by Renascent. I documented my entire process and provided evidence showing the breakdown worsened during the process of following steps 3-4 of “Filing a Claim” section. I altered my schedule ensure the simplest method for all parties.
  3. Per Texas Law of Occupations Code-Title 8-Chapter 1304-Subchapter A, and Business and Title Code-Title 2-Chapter 1 -Subchapter E, with the evidence provided, written language and agreement of the warranty/service contract, and definitions of the state law, the decision violates several of the state laws.
  EF00242600

  Business Response

  Date: 08/03/2023

  respond to R. ********* complaint

  Customer Answer

  Date: 08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20382958
  
  
  
  I am rejecting this response because: 
  

  The statement regarding that the delamination is "signs of normal" wear and that the screen is still functioning is completely false. The "small spot" statement is no longer true as the provided photos have now show that the area has grow to the length of the full screen, and continues to grow. I have sent, and am now attaching, 2 additional videos from 7/31/2023 showing that the the screen is indeed affected and is not functioning as intended. The evidence (and prior evidence) provided continues to show that the issue meets the contracts definition of a breakdown. Additionally, Renescent has not provided me with a copy of the third-party inspector's report when I requested, nor has attached in this current case with the BBB. Once more, I have, and continue to provide evidence and statements that support the legitimacy of my claim. All I am requesting is for Renascent to honor the agreement in the contract to process my appropriate and legitimate claim, and repair/replace the affected part. 

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

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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.

  takes forever to get a claim approved, and when they do approve, it is far less than any market value of any service or part. I had a $550 bill....they covered $210 and I paid the rest out of pocket. They have now been "reviewing" my claim of a covered part for over 32 hours. My mechanic spent 7 hours on the phone with them to get nothing...or disconnected. I recently found out while spending my own hours on the phone with them...that Consumer Care Direct administers this contract...I ddnt purchase from them! I purchased from Endurance....who cant help me because Consumer Care Direct administers it.....False advertising at its best!

  Business Response

  Date: 06/26/2023

  Endurance is simply the selling agent for this contract. The
  administrator is DriveProtect. This means that DriveProtect is responsible
  for the approval or denial of claims, and Endurance plays no role in the
  administration of claims. 
  
  Please forward this complaint to DriveProtect
   Allegiance Administrators [d/b/a DriveProtect]
  (****************)

  Customer Answer

  Date: 06/28/2023

  **** ******* <******************>
  Attachments
  Tue, Jun 27, 3:35 PM (20 hours ago)
  to Better
  
  They finally approved $626 out of a $2000 claim. I used their recommended site of repairpal.com to get an estimate, and the estimate for my car to get fixed is between $1088 to $1527 (which I have attached), which is only parts and labor it says. It does not include tax or anything else. They dont even cover what their recommended site says it will cost. 

  Business Response

  Date: 07/06/2023

  Hello ****** *****,

  Currently
  NASC has approved the claim within the terms and conditions of the customer
  Vehicle Service Contract. NASC provided excellent customer service to customers
  and repair facilities. NASC apologizes for any inconvenience this has caused.
  

  Customer Answer

  Date: 07/07/2023

  [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.

  I ONLY accept the response because there isn't really much that can be done. I am almost done paying for this so it is pointless. I will admit that it was a COMPLETE waste of money and I would have never purchased this, and will make sure to let everyone and anyone know NOT to buy from them. It has saved me MAYBE $800 total.......at a cost of over $3,000

  
  
  Regards,.

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

• Initial Complaint

  Date:06/15/2023

  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.

  Extended vehicle warranty purchased and company is refusing to pay the full amount due to "reasonable costs". I live in Philadelphia where every luxury dealership is charging $200+ per hour for labor. In my opinion it's reasonable to assume that anyone driving a luxury vehicle that spent thousands of dollars to purchase an extended vehicle warranty will be servicing said vehicle at their local dealership. In addition, the Insurance Company assigned to the contract doesn't have record of my warranty as it was recently bought out by Renascent and therefore they cannot assist me in filing a claim due to lack of performance per the contract.

  I purchased an extended vehicle warranty and my vehicle was totaled 6 months later. In that time no claims were put through the warranty. Per the warranty administrator, I went through the originating dealership to cancel the warranty. This was completed and it has now been two months and I still have not been refunded for the warranty.
  
  

  Business Response

  Date: 07/11/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** ******, reference number 20190386.
  
  Thank
  you for your patience while we further investigated this matter. Upon review of
  the customer’s claim file, we determined that multiple components failed.  Based on the contract, we authorized
  aftermarket parts, and labor per the labor manual.  Per the contract, we are within the terms and
  conditions.    
  
  Should you require additional information,
  please feel free to contact me at [email protected].
  

  Customer Answer

  Date: 07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20190386
  
  
  
  I am rejecting this response because: It would be reasonable to assume that someone would service their vehicle at the respective dealership. Renascent did not accept the full cost that the dealership was charging and money was paid out of my pocket to complete the work needing done. 
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 07/12/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** ******, reference number 20229447.
  
  Thank
  you for your patience while we further investigated this matter. Upon review of
  the customer’s claim file, we determined that multiple components failed and
  approved the claim for the repair or replacement of those components.  Based on the terms of the contract we have
  sole discretion as to the use of recycled, remanufactured or new parts. We authorized
  aftermarket parts, and labor rates per the national standard labor manual.  We are not required to pay more for
  components if they can be sourced for a lesser cost nor are we required to pay
  higher than standard labor costs or rates for approved repairs. Per the contract,
  we are within the terms and conditions.    
  
  Should you require additional information,
  please feel free to contact me at [email protected].
  

  Customer Answer

  Date: 07/13/2023

  [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 even if the resolution is not to my satisfaction. It’s clear that their customer’s best interests are not priority and I would not recommend this warranty company to anyone. 
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/02/2023

  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.

  On 2/6/23 I contacted them for a tow and did not hear from anyone for 2 weeks. I was told that they had a system outage and apologized for the late response. So I had to arrange for my car to get to the service location myself. Once my car was in for service the service location tried to reach the warranty for a month before they could get ahold of anyone. The repair location found that the oil pump had failed and needed to be replaced. The warranty company sent their adjuster and he recommend an oil flush and oil change to fix the failed oil pump. The warranty company also said it was caused by lack of oil change. I submitted my copy of oil and filter change and they still refused to cover the cost of $7100.00 to repair my vehicle. After 3mths without my vehicle I was left with no other option but to pay for the repairs myself out of pocket! I would never recommend this company to anyone and advise everyone not to buy a auto protection plan from this company!

  Business Response

  Date: 07/11/2023

  This
  response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 20137040.
  
  Thank
  you for patience while we further investigated this matter. Upon review of Mr.
  ******’s claim file, we determined that Mr. ******’s claim is still in
  process.  The claim is on hold for
  maintenance per the contract.  We have
  recommended removing the improper oil from the vehicle and getting the correct
  oil in the vehicle to proceed with maintenance. 
  
  Should you require additional information,
  please feel free to contact me at [email protected].