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:01/11/2024

  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.

  The ***** is in the shop for the whole duration of December 2023 only getting a notice of denied service on the first week of January. Now the vehicle is towed to ******of Richmond to which at that point the car is in a state of disrepair.

  Business Response

  Date: 01/15/2024

  We have received your complaint and after a complete review of the facts and documents as they pertain to this claim, the following is a result of our findings:
  On December 20, 2023, ***** initiated a claim for the timing belt on your 2012 ***** ***. On that date an adjuster was assigned to this matter and verified with the repair center the vehicle/customer information, claims procedures, and diagnostic requirements. As part of the claims process, a statement was obtained from you regarding the issues with your vehicle and when they occurred. Based on your statement, the check engine light was on when you purchased the vehicle and you noticed that it was burning oil on the drive home from the dealership. Based on this information, along with only 11 days and 547 miles on the vehicle since purchase, your claim was denied.
  

  This denial was a result of failures being prior to contract acceptance. Your contract excludes coverage for a breakdown that existed prior to, or was caused by a condition that existed prior to, the service contract purchase date as stated in Section III.B.5.
  

  It is our decision that we feel the terms of the service contract have been met and must respectfully deny any reimbursement for this repair.

• Initial Complaint

  Date:06/27/2023

  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.

  I purchased a car last year in February 2022. During the purchase I was sold a warranty from Penn Warranty which I was told everything listed on the warranty was covered. A year later my car is not working. The transmission went. I call Penn Warranty and they are extremely nasty and rude. Nobody WANTS TO ACCEPT this warranty because all the shops already know this company is KNOWN for SCAMMING CUSTOMERS. Googling this company you see all the reviews and consumers complaining about being scammed. And the dealership is complicit in the scam. This company does not act in good faith and now someone needs to be held accountable and responsible. I have been in contact with the shop and this company is not being honest about receiving the testing that was already sent to them until I had to conference them both in. The representative on the phone repeatedly said they would not replace the transmission even though that is the problem and its covered under my warranty. Now they are saying they will only cover $2500 which doesnt cover the transmission or the labor. When I first called the warranty company I was told it would be fully covered except for $100. Now that we were actually able to move this claim forward after a month, they are pulling another trick. This company should not be able to operate any longer using these unscrupulous practices. This company and any company working with them and is complicit with this scam should be shut down immediately. This is disgusting how they have absolutely no regard for their customers. Just stealing money from consumers. I want a full refund or someone to pay this bill I was assured would be covered by this scam warranty company that is disguised as a legal business. Something needs to be done immediately and people need to stopped being taken advantage of by this unscrupulous unethical company. They do not act in good faith.

  Business Response

  Date: 06/30/2023

  The Penn Warranty Corporation is in receipt of complaint ID ******** regarding ***************************** service contract and claim.

  A claim was initiated for ****************** transmission on May 25, 2023 however the claim was put on hold as of June 7, 2023 since we were unable to obtain a diagnosis or an estimate from the repair facility. The repair facility was told to call back to reopen the claim once they are able to provide this information. The next contact was not until June 27, 2023 when ************** contacted us for an update on her claim. At this time, ************** was informed that we did not receive the proper documentation required to move forward with the claim. A three way call with Penn Warranty, **************, and repair center aided in getting the required documentation needed and the claim was reopened on June 27, 2023 and authorized this same day.

  Based on the information above, we have authorized the repair that ************** which should help resolve this complaint. We appreciate your consideration and hope this helps bring an agreeable conclusion to this matter.

• Initial Complaint

  Date:06/09/2023

  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.

  I bought a 2013 ******* ******* from ******* Auto Sales in Georgia off the internet and I paid to have it delivered the first time I cranked it I noticed a knocking in the engine and it's at ********************** on ***************** in Columbia South Carolina and they said it needs a new engine and paying warranty hasn't done anything about replacing the engine and it's been over a month ! This car is undriveable and has been since day one and like I said it's been

  Business Response

  Date: 06/12/2023

  Dear ****************,
  

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Please be advised that some delay was due to this issue possibly being covered by the manufacturer, however it seems the manufacturer did not cover the repair. Your claim is currently pending and still being adjudicated. Please contact our Claim Department for the current status of your claim. They can be reached at **************.

  If you have any further questions or concerns, please do not hesitate to contact us.
  

  Sincerely,
  The Penn Warranty Corporation

• Initial Complaint

  Date:02/12/2023

  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 purchased a 2009 ****** ***** from ********************* in Ozone Park, NY on December 30, 2022 after both of our cars were flooded in NYC on December 23, 2022. We paid $5,912 cash for the vehicle and were offered an extended warranty for $100 through Penn Warranty Corporation. The warranty was to cover us for major issues for 3 months since the cars mileage prevented it from being covered by the dealer's warranty. Two weeks later our car's transmission went out and Penn Warranty Corporation denied out claim stating, "This service contract does not cover, For a mechanical breakdown, which existed prior to, or was caused by a condition which existed prior to the service contract purchase date. " Basically, the extended warranty that is sold at the used car lot will not cover any condition that they deem to be pre-existing!!! Our car has been in the shop for 6 weeks. Our repair bill is at least $4,200, and we have been unable to drive it since January 12, 2022.

  Business Response

  Date: 02/14/2023

  **************, we have received your complaint and after a complete review of your claim and contract details, following is a result of our findings: On January 17, 2023, a claim was initiated by ********* Transmission for the transmission on your 2009 ****** *****. After diagnostics were performed, an inspection was ordered to verify the failures to your vehicle. Upon inspection, the inspector found a torque converter clutch failure with continued operation causing damage to the clutches and contamination to the unit. Per the inspector, this failure was in progress prior to the 457 miles driven on the vehicle since sale. Per the terms of your contract, under section I. of What This Service Contract Does Not Cover, it states "16. FOR A MECHANICAL BREAKDOWN, WHICH EXISTED PRIOR TO, OR WAS CAUSED BY A CONDITION WHICH EXISTED PRIOR TO THE SERVICE CONTRACT PURCHASE DATE." Based on this information, your claim was denied. If you would like to dispute your claim denial, please contact our Customer Service Department at ************** for more information.

  Customer Answer

  Date: 02/14/2023

  [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: ********
  
  I am rejecting this response because:
  

  There is no way of them knowing this information.  This is a tactic they use to scam and fraud vulnerable people who buy used cars.  They should be put out of business.
  
  Regards,
  
  ********************************

• Initial Complaint

  Date:01/20/2023

  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 purchased a vehicle and paid cash in September 2022 from ******* Auto Sales in Portsmouth, VA. At the purchase I also added a warranty with Penn Warranty Corporation. This vehicle was declared a total loss on 12/29/2022 and proof of that was emailed to Penn Warranty on 1/3/23. I received response the same day stating no further information was needed and my refund would be processed in order received. The evening of 1/19/23 I emailed to follow up since I haven't received my refund. The morning of 1/20/23 Penn Warranty states they mailed my refund check in the name of ******* Auto Sales to ******* Auto Sales with a letter included stated it is my refund. Why would the company that I hold a year car warranty under my name send my refund to the dealership I purchased the warranty from? They have my contact information. How is that legal? Because of course the dealership has not contacted me and when I contacted them they don't know what I'm talking about. If I am a person being issued a refund why isn't it issued directly to me and mailed to my address that's clearly listed on Fully Insured Vehicle Service Contract we both have access to? How am I to deposit a check in the name of the dealership?

  Business Response

  Date: 01/23/2023

  *********************, after reviewing your complaint and the refund information, following is a result of our findings: We received a request to cancel along with your total loss documentation on January 3, 2023. Your contract was cancelled on January 11, 2023 and the refund check was issued to your selling dealer. Per our contract's terms and conditions, refund checks are mailed to the lien holder, to you, or the selling dealer as deemed appropriate in our sole discretion. This information can be found in your service contract under section V.H.1. According to our records, the check mailed to your dealership has been cashed and they are responsible for forwarding the refund to you. If you have any additional questions regarding the status of your refund, please contact our Refund Department at **************.