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:06/17/2025

  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.

  I bought a service contract with Freedom Vehicle Service Company . I paid $**** it. 10/29/2024 was the date. on 4/4/2025 I cancelled my contract with them because I sold the car to an auto salvage company. They should have refunded me the value of the remainder of the contract.I really don't know what that figure should be. Any help would be appreciated.

  

  Business Response

  Date: 06/19/2025

  We have received the request for cancellation on April 16th, however because we have paid $******** in claims, there is no additional funds available for refund on this account.  

  Per the customer's contract, below are the terms for cancellations and refunds.  

  SECTION 10: Cancellation
  1. You may cancel this Contract at any time for any reason. If this Contract is cancelled within the first 30 days of the Contract Purchase Date, We will refund 100% of the Contract Purchase Price to You, if no claims have been paid under this Contract. If You cancel this Contract 31 days or more from the Contract Purchase Date, or if within the first 30 days and We have paid a claim, a prorated refund will be made to You, less claims paid, and less a Fifty-Dollar ($50) cancellation fee. Please Contact Us at ************** for information regarding procedures to cancel this Contract.

• Initial Complaint

  Date:04/28/2025

  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 contract from freedom warranty, my rear differential went out . Submitted claim and they denied it saying I didn’t have sufficient evidence of oil changes. I turned in all the documents I had on every oil change preformed and they still denied it. Also the dealer told them they have inspected the car every year I’ve owned it and video it and told them there has never been a problem with the rear differential until now and they still refuse to pay. Service advisor told me freedom warranty representative was rude and unclear on what they really needed to proceed. My issue is not engine related and they are denying for not enough engine oil change records.

  

  Business Response

  Date: 04/28/2025

  Per the claim notes, we requested Maintenance records, some were sent in, but there was 31,000 miles travels with one oil change.  We advised the customer, he sent in receipts of oil purchases, but there were still not enough maintenance records needed to satisfy his required maintenance. 

   

  Regardless of repair, the customer's contract clearly states that are required maintenance that needs to be followed in order for a claim to be processed.  Below are the details from the customer's contract.  

  SECTION 4: Your Responsibilities for Required Maintenance
  1.Oil Change: You are responsible to have the oil and oil filter changed by a licensed Repair Facility within 30 days from the purchase of this contract. We recommend You change Your oil and oil filter immediately after purchase of vehicle. Mechanical failure before required initial oil change, may delay or void Your claim. It is Your responsibility to follow manufacturer’s specifications and maintenance schedule. Unless otherwise stated in Your vehicle’s
  recommended maintenance schedule, You must change Your oil every 3 months or 3,000 miles (whichever comes first) if using conventional oil, every 6 months or 5,000 miles (whichever comes first) if using synthetic blend oil, and every 12 months or 10,000 miles (whichever comes first) if using full synthetic oil. Save all receipts for proof of maintenance. All receipts must come from a licensed repair facility and must be computer-generated. If the repair facility is unable to provide a computer-generated receipt, you must call Us the day of the oil change and provide Us with details. We, in turn, will provide You with instructions and options on how to forward Us the handwritten receipt. If We are closed, please leave a message and We will call You back the next business day.
  2. Maintain Your vehicle as recommended in Your vehicle’s owner manual and follow the maintenance schedule.
  3. Use fluids, filters, lubricants, and coolants recommended by Your vehicle’s manufacturer.
  4. Keep all receipts. You may be asked to provide documentation at the time of a claim.
  5. Make certain Your odometer functions properly. A faulty or non-working odometer will void this Contract.
  PROOF OF MAINTENANCE
  It is required that You retain “Proof” of maintenance for the service and/or repair work on Your Vehicle, regardless if work was performed by You or a repair facility. “Proof” means repair orders from a Licensed Repair Facility and/or the self-maintained log that has corresponding “purchase receipts” for oil, oil filter, coolant, etc. The self-maintained log without corresponding “purchase receipts” is not acceptable “proof” of maintenance. Repair orders must be readable and understandable with customer complaint and repair diagnosis, parts, labor hours, vehicle identification number, date, vehicle mileage, Your name and signature, repair facility name, address and phone number, repair totals, and method of payment to satisfy the repair order.

   

  The last note from this claim, shows that one of our claims underwriters spoke with the customer, explaining this in detail, however the customer did not agree.  

   

   

• Initial Complaint

  Date:04/22/2025

  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.

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

  My mechanic disputes this as the cause of the failure.  The stated reasons for denial, or a combination of leaking coolant line, and the fluid being high.  The transmission did not fail because the transmission fluid was a little high.  The report states: "THE CONDITIONS VERIFIED INDICATE AN INTERNALMECHANICAL FAILURE OF THE TRANSMISSION, A RUN LOW CONDITION MAY HAVE ACCELERATED THIS FAILURE.". And the statement about may have is just conjecture. 

  I am requesting a new inspection by a different company.

  
  Sincerely,
  
  
  
  ****** ********

  y to appeal the decision. She told me no once the claim is denied that's the end of it.

  

  Business Response

  Date: 04/22/2025

  Claim was called in on 4/1/25 to replace the transmission.  We sent out a 3rd party inspection company on 4/7/25.  We received the report back on 4/8/25, and the 3rd party inspection report did state, with pictures verifying the Point of Failure was the cooler lines causing an improper fluid level. As stated in the customer contract, any failure involving an improper fluid level is non-covered.  

  I have attached the inspection with the inspector notes. 

  

  Business Response

  Date: 04/23/2025

  I will submit a request for a new inspection to be ordered.  Please understand this will delay the results of your claim.  

• Initial Complaint

  Date:04/21/2025

  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.

  Cannot get in touch with company. Car has been in repair shop since this morning. The repair shop cannot get in touch nor can I. Called every number on their website. Put on hold, then told to leave a message. Left messages and no call back all day!!! My car needs to be repaired asap so I can go to work and that is why I have this warranty. This is ridiculous and very shotty business to have a warranty that you cannot get in touch way. Nice little scam.

  

  Business Response

  Date: 04/21/2025

  Freedom Warranty's office was closed on Friday, in observation of Good Friday.  Our office reopened today, Monday April 21.  Our claim's department called the repair facility and started the claim at 10:15am this morning, and we are still currently waiting on the repair order to be sent over, so the claim's underwriting process can proceed.