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:02/23/2023

  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.

  After they wasted almost 2 weeks of the dealers time, they finally sent an inspector. They denied the claim because the vehicle had a "modification". The modification was an exhaust "resonator delete" by previous owner. This is nothing more than an elongated small/hollow tube (real muffler is in rear) that reduces highway drone.
  My car had premature radiator seam failure and premature supercharger bearing failure. There is no way on earth a "resonator delete" can cause these failures. BTW, my GPS needed a firmware update (which they specifically mention is covered) and they wouldn't even pay that small amount (how does a resonator delete affect a firmware update?).
  I told them that under the Magnuson-Moss Warranty Act they were under the "burden of proof" to show that the vehicle modification could in any way cause the repair needed. They basically could care less. I also contacted CarChex that sold the warranty plan and received zero help. Almost all the reviews show this company is a scam. My attorney said a public records search showed this to be a good candidate for a class action lawsuit. They are in direct violation of Federal law.

  Business Response

  Date: 02/28/2023

  This
  response is written with regard to the Better Business Bureau complaint of ******
  ******, Complaint ID 19457160, received on February 23, 2023.
  
  Thank
  you for patience while we further investigated this matter. Upon review of Mr. ********
  claim file we determined that Mr. ****** contacted us to get a full
  refund.  We have processed that refund
  and are awaiting from Mr. ****** to confirm his mailing address so that we can
  mail his cancellation refund check.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/17/2023

  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.

  My car has been at the dealer service shop for six weeks. The first few weeks getting approval. Finally got approval. Repair was completed for two weeks now. I cannot pick up my vehicle because RPS will not pay the dealership the agreed upon and approved payment.
  Everything RPS has requested was provided to them by myself and the dealer please at least respond, return phone calls and emails from the service manager. Provide payment per the agreed terms. They have heard the excuses of system and phone lines down. Run around from one department to another.

  Business Response

  Date: 02/24/2023

  This
  response is written with regard to the Better Business Bureau complaint of ****** *******, Complaint ID 19425947, received on February 17,
  2023.
  
  Thank
  you for patience while we further investigated this matter. Upon review of Mr. *******’s
  claim file, we were able to establish that we did provide full payment to the
  repair facility.  The following payments
  were issued via credit card:
  
  $10,679.91 on February 17th
  $431.78 on February 20th
  
  
  Should you require additional information,
  please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/17/2023

  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.

  CarChex and their Administrators refuse to perform their very clearly stated obligations in their contract.
  
  I purchased a vehicle service contract from CarChex in November 17. The sales rep, ****** ******, taled up how great and reliable their policy was and how easy their claims process is compared to others. Nothing could be further from the truth.
  
  The contract is supposed to cover everything except wear and tear items, and any pre-existing conditions I already knew about. ("We may only deny a claim hereunder for damage, failure or breakdown which existed, or was caused by a condition existing prior to the purchase of this Contract if such condition was which was known by You.") There was no inspection requirement. Since I was not having any issues with the car, nor aware of any problems at the time, that seemed to be a non-issue.
  
  Fast forward a couple of months, and I notice a leak under my car last week. I brought it to the shop and they tried to contact the phone claims phone number in the contract, but that number doesn't work, nor does the emergency claims number also in the contract. It seems that though CarChex sells the contract, the contract "Provider" is a Scioto Administrators Corporation, they in turn hand off the administration to a company called Allegiance (no address or other info given), and Allegiance, it turns out outsources to some other company - in my case called "Renascent Protection Solutions." It's a huge shell game.
  
  Renascent for their part, doesn't have working phones (for the past week) and forces all communication via email, which tremendously slows the process (they take half a day or more to reply), and they then denied the claim as pre-existing, despite the contract requiring that I knew about it, which I did not. And Carchex for their part just hides behind this pile of shell companies saying they don't know anything about the claims process - that's all up to the Administrator, Allegiance (and around we go).

  Business Response

  Date: 02/17/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** ********, Complaint ID 18954156, received on February 17,
  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/14/2023

  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 car was towed to **** ****** Chevrolet on 01/19/2023.
  Renascent Protection who covers my car warranty (that I have paid for) has not communicated with me about the service **** ****** completed. Renascent has stated since 01/20/23 their servers are down. They still report that their system is still down to this day and cannot help the customers. My car was at **** ****** for over a week. I needed my car back ASAP due to school and everyday life. I paid **** ****** almost $700 dollars for something my warranty should cover. **** ****** told me that I can pay to pick up my car after the service was completed and file with the warranty company to have the money reimbursed. I am a college student and paid over 200 dollars in uber and lyft the week my car was in the shop. I have no money. I have sent over 20 emails asking to have a Supervisor from Renascent contact me. I have not heard back from them. Please help me contact them to solve this issue. I am not happy with their service especially since I have paid them over 3,000 for a car service warranty. It's okay to speak with *** ****** on my behalf. My contract number with Renascent is EF00284886. Thank you for your time and consideration with assisting me with this issue. I would like to have my money refunded for the service that my warranty contract covers.

  Business Response

  Date: 02/20/2023

  This
  response is written with regard to the Better Business Bureau complaint of ****** ********, Complaint ID 19406367,
  received on February 14, 2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  In
  regard to ****** ******** vehicle, we determined that the cause of failure was
  excluded from her contract and the claim was fully adjudicated.  ****** ******** may contact the repair
  facility for more information.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 03/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19406367
  
  
  
  I am rejecting this response because: the attached documents show this claim is covered under warranty 
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 03/13/2023

  This
  response is written with regard to the Better Business Bureau complaint of ******
  ********, Complaint ID 19406367, received March 10, 2023.
  
  As mentioned in our previous response
  to Ms. ********’ initial complaints, the parts and cause of failure are
  excluded by the terms of Ms. ********’ contract.  The cause of failure was the broken shift
  cable, and that cable is part of the covered vehicle’s transmission. Ms.
  ********’ contract clearly excludes “Transmission and Brake Cables” in Article
  V, section B. The other part listed in Ms. ********’ claim is the TPMS sensor.
  The TPMS sensor was reported as physically broken/leaking.  Repair of the TPMS sensor was denied because
  it was physically broken, which could only occur in a collision. Article V,
  section D excludes repair of damage resulting from a collision. The purpose of Ms.
  ********’ contract is to repair covered mechanical breakdowns and is not a
  collision insurance policy.  We believe Ms.
  ********’ claim has been properly denied pursuant to the terms and conditions of Ms. ********’ contract.

  Should you
  require additional information, please feel free to contact me at [email protected].
  

  Customer Answer

  Date: 03/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19406367
  
  
  
  I am rejecting this response because: 
  

  Please see the attached receipt. The receipt
  clearly shows that **** ******* replaced the shift cable related to the
  transmission.  As per your response “The cause
  of failure was the broken shift cable, and that cable is part of the covered
  vehicle’s transmission”.  I have enclosed
  the contract which shows I have the elite plan coverage.  All transmission and internal parts are
  covered under the elite plan. 

  
  
  

   

  
  
  

  I did not submit a claim for the TPMS sensor
  which was not replaced.  The TPMS valve
  stem was replaced.  For more information
  on the TPMS sensor, please see page 2 of the receipt

  
  
  

   

  
  
  

  Regards,

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

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

• Initial Complaint

  Date:02/14/2023

  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.

  Purchased a aftermarket warranty through carchex my vehicle needs repairs carchex approved the claim then they just disappeared don't reply emails from the repair facility nor can they be reached by phone in the meantime I'm without a vehicle it's been two weeks

  Business Response

  Date: 02/15/2023

  This
  response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 19384834, received on February 14,
  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at ****************** or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (****************.
  
  Should you require additional
  information, please feel free to contact me at *********************

  Business Response

  Date: 02/24/2023

  This
  response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 19384834, received on February 16,
  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  As
  stated in my email to you, please have the repair facility contact our claims
  payment department at ###-###-#### for payment.  
  
  Should you require additional
  information, please feel free to contact me at *********************

  Customer Answer

  Date: 02/28/2023

  [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.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/13/2023

  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 12/29/2023, I needed a tow and ****** told me I could only get towed to the nearest shop, which wasn't true. She didn't even take time to look at my plan. So, I told her I would look up the info and call back. When I called back, I had to wait another 35mins. She said she realized when she got off the phone with me that I had a different plan. Although she realized this, she didn't try to call me back and apologize and get the tow started, she just didn't care. I was then told I would be scheduled a tow to get my vehicle home. I received a message after about 3hrs saying a provider would be to me in 90mins. No one came so I called back, they said they would check on it.. 3hrs went by. I call again and they said the info never went to the tow provider, someone forgot to put it in. So, they told me I had to pay an extra $169 because of the time of day, the providers are more expensive. When I paid additional fees, they still didn't send a tow that night. The next day, they told me I had to pay for additional miles. I started calling them 5:30am and they finally got my vehicle towed at 12:15pm. They never sent me a receipt, which they said they would the same day. They said they would refund me December 30th and I still haven't received a refund. I've called 8 times and they tell me all kinds of different things. I was told it take 24hrs, it takes a few days, it takes 7-10 business days, the supervisor has to do refunds and receipts, now after over a month of the runaround, the servers have been down for 3 weeks so they can't do anything. I've spoken to ******, *****, ******, ******, ***** and ******, some of them multiple times and some I didn't get their name. Nothing has been resolved.

  Business Response

  Date: 02/15/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** ******, Complaint ID 19393867, received on February 13,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  Also,
  we noticed in the complaint that ***** ****** stated he spoke to several different
  individuals within our company but we do not have employees by the names of
  ******, *****, ******, ******, ***** or ******. I advise ***** ****** to reach
  out to the claims department above or have the dealer submit a claim through our
  website.  
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 02/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19393867
  
  
  
  I am rejecting this response because: My complaints weren't addressed at all. This complaint resulted from December in which I expressed that I have been calling several times since then. I spoke to several people that said they would get my refund taken care of weeks before the system went down. The more I called and got different info, I made sure to take names and make sure I knew what company I was dealing with because I started to wonder how many people were paying for service and don't get the service or a refund. I noted everything so I could talk to an attorney about a class action lawsuit due to this not being the first issue I've had with this company. I did't say anything about a mechanical claim.

  
  

• Initial Complaint

  Date:02/10/2023

  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.

  Paid $5,500 for an extended warranty on my vehicle purchased in December 2022 and now need to file a claim and the company will not respond. I have been trying to get the company to address the claim since Monday, 6 Feb and today is Friday, 10 Feb. the company claims a system outage but I have now been without a vehicle for 5 days due to their lack of response. I prefer the business to make this right and pay for the repair/ be responsive to the claim, but I will request a refund of the insurance if they continue to be unresponsive.

  Business Response

  Date: 02/15/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** *******, Complaint ID 19385851, received on February 10,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/10/2023

  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.

  warranty company isnt responding to claims

  Business Response

  Date: 02/15/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** *****, Complaint ID 19385640, received on February 10,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/08/2023

  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've been calling this company for the past week the mechanic spoke to them they ask for estimate and mechanic sends it no reply and then to find out that there having an outage.for the past week now my car has been at this mechanic since the January 17th i had another mechanic look at my vehicle days prior and call and was told by the company to they didn't want a new transmission in the vehicle that they wanted the transmission rebuilt the mechanic couldn't do it and recommended to a mechanic who can rebuild the transmission has been at his shop since January 25th and he has sent out a estimate of Feb 1st as they have asked and no reply

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of *********** ******, Complaint ID 19369546, received on February 8,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/08/2023

  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.

  I was told to purchase this warranty by the dealership where I bought my vehicle. I've had the vehicle for a little over 3 months now. 2 weeks ago, the vehicle had to be put in the dealership for an ignition switch and a blend door actuator. The dealership couldn't get Renascent on the phone. This went on for days. I had to pay almost $1000 out of pocket because it's my only vehicle. Since then I've been trying to contact them and have had no luck

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of ******* ******, Complaint ID 19365142, received on February 8,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].