Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  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.

  They confirmed with a dealer that items were covered. Then didn't pay for it.I had to pay out of pocket. They said that they pay the avg of repair shop in the area they did not. I had to pay. They even if I had no knowledge of things done to truck before I purchased it . It's my fault

  Business Response

  Date: 06/17/2025

  Thank you for your feedback. Were sorry to hear about your frustration and appreciate the opportunity to address your concerns.
  Upon inspection during the most recent claim, it was discovered that your vehicle has a Banks programmer installed. This type of aftermarket modification alters the vehicle's performance and, as outlined in your *************** Contract (VSC), voids coverage for any components that may be affected by such modifications. Since this is a Truck PT contract, the presence of this programmer renders related coverage void.
  Wed also like to note that during a prior claim related to the timing chains, *** approved and paid the claim in good faith, based on the repair facility's confirmation that the vehicle had no modifications at that time.
  We understand these situations can be frustrating, but its important that vehicles remain unmodified in accordance with contract terms to ensure continued coverage.
  If you have any additional questions or would like to review your contract terms further, wed be happy to assist.

  Business Response

  Date: 06/17/2025

  Attached is the copy of the full service contract for reference. 

  Customer Answer

  Date: 06/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23445760
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** *********
  
  
  No response 
  
  
  
  
  
  

• Initial Complaint

  Date:03/14/2025

  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 purchased a ***** at ************************ They offered me to purchase an extended warranty package of $4000 for 6 years or ****** miles, whichever comes first. I bought it with the ***** on September 4th, 2024. A week after purchasing the warranty, I realized that it's necessary for the Tesla for the next 6 years because the ***** was still under manufacturing warranty. I then called for ***, and they said that I needed to come back to the dealer that I bought the vehicle from to resolve the problem. I came back to the dealer and talked to the sales representative and asked him to talk with the financial manager so that he could write it off for me. They tried to find tons of reasons for me not to see the financial manager, even though I know that I was there the entire time. They have me tried on a different vehicle and switched out to wait in the lobby for hours for me to give up. I couldn't wait any more, so I ended up leaving. I came back the following day, and they did exactly the same things. I stopped coming there. I just sold the vehicle on February 17th , 2025. According to the state law of ********* I'm eligible to cancel the policy, which I only used for 5 months. I still have 5 years and 7 months worth of the extended warranty. I called for *** again, and they said that they couldn't cancel it because it passed 30 days after coming up with the policy. What should I do now? I have the authority to file a law suit according to the state law of ********* If this problem won't be resolved, and I can't get back my money here. I have to file a law suit against *** and *********************** I don't want it to happen.

  Business Response

  Date: 03/21/2025

  We appreciate the opportunity to respond to the complaint submitted by Mr.**** ****** regarding the service contract purchase at ************************
  As stated in the agreement the service contract policy is administered by ***, and cancellation policies are governed by their terms and conditions. Cancellations must be requested within a specific time frame, which *** has indicated is within 30 days of purchase. Since your request for cancellation was made beyond that period, the policy is non-refundable.
  Any refund requests or inquiries regarding cancellation should be directed to the selling dealer, as they are responsible for processing such matters per the terms of the sale.
  We regret any inconvenience Mr. ****** experienced while attempting to address this matter at the dealership. We strive to assist all customers with their concerns, and we apologize if there was any miscommunication during the process.
  If Mr. ****** has documentation supporting eligibility for a prorated refund under Virginia state law, we are open to reviewing it to determine if any further action can be taken. Our goal is to ensure a fair resolution while adhering to the contractual obligations of the extended warranty agreement.
  Please let us know if any additional information is required. We appreciate your time and assistance in reviewing this matter.

  Business Response

  Date: 03/28/2025

  After reviewing the details of Mr. ******* request, we have approved the cancellation and refund in accordance with the terms of the contract. The selling dealer, ************************, has submitted the necessary cancellation paperwork, and we are processing the refund accordingly.
  
  We regret any inconvenience Mr. ****** may have experienced during this process and appreciate his patience as we worked to resolve the matter. If there are any further questions or concerns, we are happy to assist.

  ******** *******
  
  Office Manager & Payroll Specialist | Preferred Warranties, Inc.

• Initial Complaint

  Date:02/08/2025

  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 purchased an extended Premier car warranty from *** that is set to expire at the end of this year. I have not needed to use it until now. I took my car to the mechanic to see what's causing the issue I've been having. When they did the diagnostic, they contacted *** to review the issue. The agent told the mechanic that the part that needed to be replaced wasn't covered under warranty. However, I have a copy of the contract and do not see anywhere where it states the issue isn't covered. I feel as though I've been taken advantage of. I spent almost $3000 for this warranty package because I was told it was the best one that *** sells and that my vehicle would be taken care of should anything happen. Now that something has happened and I need to use it, they are saying they won't cover it. This feels like a scam and a complete waste of money that I truly don't have to waste.

  Business Response

  Date: 02/19/2025

  Preferred Warranties, Inc. (PWI) would like to respond to Ms. **** *******, complaint # ********.
  
  Thank you for providing us with the opportunity to address Ms. ********* concerns regarding her service contract with PWI.

  
  Upon further review of the customers contract and the documentation provided from the repair facility regarding the vehicle diagnosis, we have determined that the part in question is covered under the terms of the service contract. The customers claim has been authorized within the guidelines of the service contract, and we have taken steps to notify the repair facility so that the necessary repairs can proceed.

  
  We apologize for any confusion or inconvenience experienced during the initial handling of the claim. *** is committed to providing clear and reliable service, and we appreciate the customer bringing this matter to our attention so we could take appropriate action.

  
  If further assistance is needed, we remain available to answer any additional questions or concerns.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase an auto warranty when I purchased my vehicle. Recently I'm having an issue which seems to be a known issue for this make / model of car. So I took it to a mechanic and he verified it and then we filed a claim. Claim number ******. This claim was denied. I have the Premier warranty. Page 5 of the contracts says premier covers component groups 1-12. Number 13 says "elite plan covers all parts of the vehicle except for the following items:1. parts listed under the exclusions section of this contract and;2. parts covered under the manufacturer's warranty, special policy, or recall" It's not in the exclusion. Company can't seem to figure out how to transfer to a supervisor to tell me why it's not covered. In my opinion based on the contract this part and labor should be covered.

  Business Response

  Date: 11/14/2024

  Thank you for your feedback. Weve conducted a thorough review and, unfortunately, have been unable to locate a service contract in our system under this information. Please feel free to contact us directly at ************ so we can look further into this and clarify any possible confusion.

• Initial Complaint

  Date:10/31/2024

  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.

  My husband purchased a 2013 dodge ram 1500 from seaport auto in July 2022, during the sale of his vehicle he was talked into also buying a service contract offered by preferred warranties inc. our cost was 2500 dollars. We read through the contract and agreed to buy this product because specifically labor rates were covered with a 100$ deductible for any covered repairs on our plus coverage 1-24 on the items list. This was important because money was tight and we didn't want to ever worry about not having a reliable ********** July 2024 my husband heard a engine knock. He called the dealership for a appointment and notified PWI. Through the time at the dealer we kept them aware of the situations. End of July beginning of August we had to get a second opinion due to failure to properly diagnose vehicle on seaports behalf and asked *** if that would be a problem. They explained we could have repairs/diag done at any chosen shop. Within an hour of being in the other location they had diagnosed correctly the vehicles issue which was considered a covered repair. Now due to the labor rate diffrence between seaport auto and our chosen licensed mechanic we have been left with a 2300 dollar bills and in the end of October still we do not have possession of the truck. We have attempted many times to communicate with *** that the contract was non specific in the details about labor rates. We have been informed the amount covered by them will vary day by day depending on the average of "independent shop rates in that zip code". I have reviewed the contract numerous times and in no part of our contract does it say that labor rate coverage will vary. It says they determine hourly labor rates based off ALLDATA or ******** the industry accepted flat rate multiplied by the fair market labor rate. We were informed by our chosen shop the costs of parts and the website they used was not current and accurate information. We would like this corrected.

  Customer Answer

  Date: 11/08/2024

  As of 11/6/24 *** made corrections to payment authorization agreeing to cover all but ******. We picked up vehicle from *** ****** dodge 11/7/24. It was determined if seaport auto had done correct diagnosis and repairs we would have had the truck back before the end of August 2024 and we would have only had to pay deductible of 100

  dollars. 

  Business Response

  Date: 11/11/2024

  Weve been in touch with Ms. ******* and are pleased to report that we reached a resolution to her satisfaction. We appreciate the opportunity to address her concerns and thank her for working with us toward a positive outcome.

  Customer Answer

  Date: 11/12/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *******
  
  

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5.9.2024 I purchased warranty through ********* on ***** ** in *******, Tx. I did not take possession of car on that date. The next day I told the dealership to cancel the warranty. They said they would. I picked my car up on the following monday. I requested my refund. They said they would mail me a check. I waited. I continued to contact the dealership who said they were waiting on the warranty company to do it's paperwork. I called the ***. They said my telling the dealership was all I had to do. That they had nothing to do with my refund. I called the dealership back. Over several weeks they continued to claim it was the ****************** issue. I tried to get the **************** to assist with this via phone but they refused. My Brother ** Law went to talk to the dealership and they gave him a form for me to sign. The form would release them from any problems the car might have. Which it already had. I called the warranty company they said agreed with me not to sign. They did some checking and the warranty had been canceled due to non payment by dealer. Now 9.19.2024 Dealership has offered a check for half of the cost of the warranty. I paid $500.00 for a warranty that was canceled in less than 24 hours. The **************** Preferred Warranty says they did not keep any money which is what the dealership is claiming. Preferred Warranty will not get on a call with them to assist in disproving the dealerships claims and they hung up on me.

  Business Response

  Date: 09/23/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ************ ******** complaint # ********.
  
  Thank you for reaching out regarding Ms. ********* concerns. After reviewing our records, we do not have an active contract on file for Ms. ********* vehicle as the dealer did not submit payment for the contract. We recommend reaching out to the dealer directly regarding any refunds.
  If you have any further questions or wish to discuss the situation in more detail, please do not hesitate to reach out to us. We are here to assist you.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle a year ago and also purchased a warranty through Preferred Warranties Inc. The vehicle started to consume oil. I ***orted it to PWI at the end of May 2024. They had no record of me contacting them! I took it to the dealership and was advised my piston rings were bad. The vehicle is using a quart of oil every 1500 miles on whats supposed to be a 10k mile oil change. The car is smoking along with a strong burning smell of oil. However, this company is refusing to fix the issue when the **** dealership has expressed the engine needs to be rebuilt. The excuse of this company is that the piston rings are worn and hasnt mechanically failed. However, its obvious they have failed if the vehicle is smoking, consuming oil and has a strong burnt oil smell. Ive been given the runaround along with the dealership about fixing my vehicle. They even suggested for me to take my car to a ********* mechanic shop to help them keep rates down! They even used the same terminology with the service *** at the **** dealership. It appears this company wants the car completing broke down before they will fix any issues.

  Business Response

  Date: 08/13/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ***************** complaint # ********.
  
  We understand how troubling it must be to experience these issues with your vehicle, and we apologize for any frustration youve encountered during this process.

  After thoroughly reviewing your claim, we would like to clarify the terms of your service contract. Our coverage applies to the mechanical failure of internally lubricated parts within the engine, as specified in your agreement.In this case, the oil consumption and the condition of the piston rings, as described by your dealership, are considered to be normal wear and tear rather than a mechanical failure. Because of this, these issues fall outside the scope of coverage provided by your service contract. Please see page two of the service contract under Important Terms.

  
  That said, if the repair shop identifies a specific mechanical failure related to an internally lubricated part, we would be happy to re-evaluate your claim. Our goal is to ensure that all claims are handled fairly and in accordance with the terms of the contract.

  
  While we understand your concerns, it is important to note that coverage exclusions for wear and tear, as well as for oil consumption, are standard in vehicle service contracts, including those provided by PWI.
  We apologize for any confusion or inconvenience this has caused. Our goal is to ensure that all claims are handled fairly and in accordance with the terms of the contract. We also understand your dissatisfaction with the suggestion to seek out an independent mechanic, which was intended to provide a potentially cost-effective solution rather than to diminish the quality of repairs.

  
  If you have any further questions or wish to discuss your situation in more detail, please do not hesitate to reach out to us. We are here to assist you.

  Business Response

  Date: 08/13/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ***************** complaint # ********.
  
  We understand how troubling it must be to experience these issues with your vehicle, and we apologize for any frustration youve encountered during this process.

  After thoroughly reviewing your claim, we would like to clarify the terms of your service contract. Our coverage applies to the mechanical failure of internally lubricated parts within the engine, as specified in your agreement.In this case, the oil consumption and the condition of the piston rings, as described by your dealership, are considered to be normal wear and tear rather than a mechanical failure. Because of this, these issues fall outside the scope of coverage provided by your service contract. Please see page two of the service contract under Important Terms.

  
  That said, if the repair shop identifies a specific mechanical failure related to an internally lubricated part, we would be happy to re-evaluate your claim. Our goal is to ensure that all claims are handled fairly and in accordance with the terms of the contract.

  
  While we understand your concerns, it is important to note that coverage exclusions for wear and tear, as well as for oil consumption, are standard in vehicle service contracts, including those provided by PWI.
  We apologize for any confusion or inconvenience this has caused. Our goal is to ensure that all claims are handled fairly and in accordance with the terms of the contract. We also understand your dissatisfaction with the suggestion to seek out an independent mechanic, which was intended to provide a potentially cost-effective solution rather than to diminish the quality of repairs.

  
  If you have any further questions or wish to discuss your situation in more detail, please do not hesitate to reach out to us. We are here to assist you.

  Customer Answer

  Date: 08/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22063214
  
  I am rejecting this response because:

   

  The parts have failed if my car is not operating as normal. The car is smoking and has a strong burned oil smell. Thats beyond worn and consuming oil. However, your company refuses to address the issue. This company has a history of using the terminology worn to keep from fixing vehicles. They even suggested that I find a mom and pop mechanic shop to look at my vehicle. 
  

  68412647DC2AA
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/19/2024

  Thank you for your patience as we continue to review Ms. ******* concerns.
  Our records indicate that we were awaiting additional information from the repair shop regarding the specific cause of the failure. Unfortunately, we did not receive follow-up from them. However, we understand the importance of resolving this matter and will now actively work with the shop to determine the exact cause of the failure.
  If the cause of the failure is determined to be covered under the terms of ****************** contract, we will reassess the claim accordingly. Our goal is to ensure that any covered issues are addressed promptly and fairly.
  We appreciate your understanding and cooperation during this process. Please feel free to reach out if you have any further questions or concerns. 

  Business Response

  Date: 08/19/2024

  Thank you for your patience as we continue to review Ms. ******* concerns.
  Our records indicate that we were awaiting additional information from the repair shop regarding the specific cause of the failure. Unfortunately, we did not receive follow-up from them. However, we understand the importance of resolving this matter and will now actively work with the shop to determine the exact cause of the failure.
  If the cause of the failure is determined to be covered under the terms of ******************* contract, we will reassess the claim accordingly. Our goal is to ensure that any covered issues are addressed promptly and fairly.
  We appreciate your understanding and cooperation during this process. Please feel free to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my first vehicle mid-Jan 2024, and, given the substantial investment it represented to me, I took it to ***** Chevrolet in *************, ** for a full used car inspection. ***** gave it a clean bill of health - I paid $250 for the comprehensive inspection which covered engine, suspension and all major components. I purchased an extended warranty from Preferred Warranties Inc (PWI) because, as a 23 yr old I could not afford a new car, but I wanted the peace of mind that a warranty was supposed to grant. Before my first oil change was due, I noticed an odd sound coming from the engine. I booked an appointment at *****. Shockingly, they advised that the engine had lost or burned almost 80% of its oil since they inspected it 3 months earlier. Needless to say, NO lights or gauges, or leaking oil warned me of the problem. ***** stated that the engine was beyond repair and a new engine was required. PWI tried to avoid responsibility, saying that coverage is not extended to low oil levels (negligence), but this failure was not due to me not checking or changing my oil. The engine clearly was burning oil in a way that was unimaginable - 80% in 3 months! In summary, my claim is based on:1. The oil was certified as full and fresh by Chevrolet during the inspection process - no leaks or problems were detected. Clearly an unnoticed catastrophic engine problem drove the significant consumption of oil. 2. All of the warning gauges failed on the vehicle. These are also warranted items that are covered by PWI and would have tipped me off to the underlying problem of oil consumption. Neither my engine light nor oil light nor oil pressure gauges signaled a problem. As a 23 year-old, I expended significant savings to buy the peace of mind and financial security that PWI pledged via the warranty coverage. They happily took my money when they wanted to sell the warranty. I placed my faith in this company and they are failing me when I need them most.

  Business Response

  Date: 08/09/2024

  Preferred Warranties, Inc. (PWI) would like to respond to Mr. *********************** complaint # ********.
  
  We understand how concerning this situation must be for ********************,especially considering the investment and care put into maintaining the vehicle.
  After thoroughly reviewing the claim, we want to clarify the terms of the service contract. As stated in the agreement, coverage does not extend to damage caused by low oil levels, as this is considered a maintenance-related issue. While we acknowledge the inspection and the unexpected oil consumption ******************* described, its important to note that our contract terms are specific in excluding damage resulting from low oil levels. Please see page six under section ************** Contract does not cover of the service contract.
  We understand Mr. ********* frustration, especially with the lack of warning from the vehicle's gauges. However, the responsibility for regular maintenance, including checking oil levels, falls under the owner's obligations as per the contract. The absence of warning lights does not alter this requirement. Please see page six under Your Obligations of the service contract.
  We strive to support our customers within the framework of our service contracts and appreciate your understanding in this matter. Should you or ******************* have any further questions or wish to discuss this further, please do not hesitate to contact us. 

  Customer Answer

  Date: 08/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22057303
  
  I am rejecting this response because: In their reply, the Company contradicts themselves several times. They begin by acknowledging the care and maintenance that I have proven with documented vehicle service records but then continue to place blame on me for the vehicles failure. Given that I have evidence of an oil change on the CarFax within 5000 miles of the car breaking down, it has been proven beyond a reasonable doubt that the oil consption was due to mechanical failure and not negligence. If we reference an unbiased and reliable source such as AAA Automotive, QUOTE: "with modern lubricants most engines today have recommended oil change intervals of ***** to ***** miles." END-QUOTE. This is common knowledge, and any reasonable person would not expect catastrophic loss of oil in a 5000 mile period. I reiterate once again, this lack of oil was an abnormal circumstance which was due to mechanical failure and not negligence any part. If the company still refuses to take responsibility, they leave me no choice but to pursue legal action.
  
  
  Regards,
  
  Arzaan Bharucha
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/14/2024

  Preferred Warranties, Inc. (PWI) would like to respond to Mr. *********************** rejection to our response to complaint # ********.
  
  We understand Mr. ********* frustration and want to address the concerns raised in his rejection.
  Firstly, we want to clarify that our initial response was not intended to place blame on ******************** for the vehicle's failure. Our intent was to explain the coverage limitations of the service contract purchased.

  Regarding the oil consumption, we recognize that modern engines should not typically experience such a significant loss of oil within a 5,000-mile interval. However, service contract coverage is based on specific terms and conditions, including exclusions related to run low. Please see item # ** under section B on page six. While ******************** may have evidence of recent maintenance, the cause of the oil consumption must be directly linked to a covered mechanical failure to an internally lubricated component under the terms of your service contract. Please see page three under coverage, item #1. 

  To move forward, we would like to review any additional evidence or expert opinions ******************** may have regarding the mechanical failure that caused the oil consumption. We recommend providing a detailed report from a certified mechanic or the dealership that identifies the exact cause of the oil loss and how it relates to a covered component under ********************* contract. This information will help us reassess Mr. ********* claim in light of any additional context provided.

  If ******************** would like to discuss this matter further or provide additional documentation, please contact our customer service team at ************. We are here to assist you and will prioritize Mr. ********* case.
  Thank you for your understanding and cooperation.
  

  
  

• Initial Complaint

  Date:04/28/2024

  Type:Product 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.

  We purchased a PWI 2 year warranty on a 2010 Dodge Ram from **************** in Fishers, In. for $2000, and requested that it he cancelled within a week, after realizing the truck was a lemon and the warranty company would not pay for "pre-existing" issues. We were refunded 427 dollars onto the account for the truck loan. This company still owes us ***** dollars. I will be contacting an attorney Monday about this.

  Customer Answer

  Date: 05/09/2024

  We were refunded by the auto dealer for our warranty, and no longer need to proceed, thank you!

  Business Response

  Date: 05/09/2024

  Preferred Warranties, Inc. (PWI) would like to respond to ********************************* complaint # ********.
  
  We want to thank you for bringing your concern to our attention. We value your feedback and want to ensure complete transparency regarding the refund process for service contracts purchased through our dealership partners.
  
  As a service contract provider, we handle refunds in accordance with the agreements made with our dealership partners. When a customer requests a refund, we promptly process and return the wholesale portion of the contract, which is our responsibility.
  
  However, it's important to note that the retail portion of the contract, which covers additional costs associated with dealership services and administrative fees, falls under the responsibility of the selling dealer. While we strive for efficiency in all aspects of our operations, the timeline for the return of the retail portion may vary depending on the dealer's internal processes.
  
  We apologize for any inconvenience this delay may have caused and empathize with your frustration. Please be assured that we have reached out to the selling dealer to expedite the return process of the retail portion of your contract.
  
  Should you have any further questions or require assistance, please do not hesitate to contact us directly. Your satisfaction is of utmost importance to us, and we remain committed to resolving this matter to your complete satisfaction.

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a claim for an engine repair/replacement for my 2017 ******* at the beginning of 2024. After a claim was filed, It seems they forgot about me and after waiting some time I recalled them to see what happened. They finally sent out an appraiser to check out the claim. After his initial visit again, the claim was lost. after another lengthy time and two more phone calls, They finally offered a decision, Money towards a new engine, or they will supply a used engine and pay the cost minus the deductible and sales tax toward the repair of the car. Again, after a while and making excuses to not being able to talk to the garage and more phone calls, I agreed to the used engine option. Now the engine they had in mind was sold to someone else during all this hee hawing around but finally they did find a replacement engine. The engine was shipped as promised to the garage but it wasn't complete and later found it it wasn't even from a *******. All the wires and associated harnesses were destroyed plus being a different engine from another type car, all the sensors and harnesses from the old engine had to be swapped over to the replacement engine. As I said the engine wasn't complete and was missing the oil cooler so it was tried to swap it from the new one and then found out it doesn't fit. A new one had to be ordered from the dealer and we were told it is a special order since that comes with a complete engine. preferred claims they will not over that part, and the gasket kits nor the labor need to make all these swaps. The care is finally done, but the mechanic is holding my care till he gets paid. Preferred has been stalling to pay the bill because they claim the bill doesn't reflect what they are willing to pay. If they would have send the complete proper engine, The car wouldn't have needed the extra parts and labor. It has been almost 5 months I'm without this car and preferred isn't budging to try and solve this. I would like to have my car back. Please !!!

  Business Response

  Date: 05/20/2024

  Preferred Warranties, Inc. (PWI) would like to respond to Mr. ****************** complaint # ********.
  
  Upon reviewing Mr. ******* claim, it has come to our attention that there was a miscommunication between **************** and our claims representative, which contributed to some misunderstandings and the extended processing time for the claim. We understand how frustrating this must have been, and we deeply regret that our service did not meet Mr. ******* expectations.
  
  Please rest assured that we are taking immediate steps to rectify this situation. Our team has been in contact with **************** regarding his claim and will ensure that it is processed as swiftly as possible. Additionally, we are reviewing our internal procedures to prevent such miscommunications in the future, as we are committed to providing the highest level of service to our customers.
  
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.

  Business Response

  Date: 05/20/2024

  Preferred Warranties, Inc. (PWI) would like to respond to Mr. ****************** complaint # ********.
  
  Upon reviewing Mr. ******* claim, it has come to our attention that there was a miscommunication between **************** and our claims representative, which contributed to some misunderstandings and the extended processing time for the claim. We understand how frustrating this must have been, and we deeply regret that our service did not meet Mr. ******* expectations.
  
  Please rest assured that we are taking immediate steps to rectify this situation. Our team has been in contact with **************** regarding his claim and will ensure that it is processed as swiftly as possible. Additionally, we are reviewing our internal procedures to prevent such miscommunications in the future, as we are committed to providing the highest level of service to our customers.
  
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.

  Business Response

  Date: 05/21/2024

  Preferred Warranties, Inc. (PWI) would like to respond to Mr. ****************** complaint # ********.
  
  Upon reviewing Mr. ******* claim, it has come to our attention that there was a miscommunication between **************** and our claims representative, which contributed to some misunderstandings and the extended processing time for the claim. We understand how frustrating this must have been, and we deeply regret that our service did not meet Mr. ******* expectations.
  
  Please rest assured that we are taking immediate steps to rectify this situation. Our team has been in contact with **************** regarding his claim and will ensure that it is processed as swiftly as possible. Additionally, we are reviewing our internal procedures to prevent such miscommunications in the future, as we are committed to providing the highest level of service to our customers.
  
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.

  Customer Answer

  Date: 06/02/2024

  This complaint has not been completed. I have not settled anything with them at this time....

  Business Response

  Date: 06/28/2024

  Preferred Warranties, Inc. has sent a check for the amount of the claim. **************** has cashed the check. Please let us know if there is anything else we can do. Thank you!