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:02/21/2025

  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.

  I am extremely unhappy with the warranty I have purchased. For clarification I have a Level 3 contract (#CHZVSC000075) that i have had since October of 2023. This is the very first time since purchase that i have attempted to use my warranty to cover a repair that is routinely covered my warranty companies. So on 2/12/25 i dropped my car off at ************** as normal for warranty work on my sway bar and associated bushings. I gave all the needed info to my advisor, *****. The next day comes around and ***** calls me letting me know that the warranty work was declined (claim# ******) and he was not given a reason. ***** and I looked over the contract at the covered work and noticed that the work should have been approved because in the suspension outline of covered work it stated stabilizer shafts and associated parts were covered. ***** let me know that a stabilizer shaft is the exact same thing as a sway bar, just different verbiage between manufacturers. He advised me to call the company and asked what was going on. The customer service **** ***** i believe, let me know that even though the part is the same, its the little tiny details like that and part numbers that will get you. How can you warranty a luxury vehicle and not outline your contract to cover that manufacturers verbiage knowing very well in the industry, different words are used for the same exact parts as well as part numbers being different for different brands. I have done extensive research and did in fact find out that the parts are the exact same. A stabilizer shaft is more commonly known as a sway bar. I am absolutely baffled at this whole ordeal.

  

  Business Response

  Date: 02/24/2025

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

  First and foremost, we are sorry to hear about your recent experience with the claims process for your vehicle service contract. At **************************, we strive to connect customers with reliable coverage providers and make obtaining a service contract as transparent and straightforward as possible. We regret that your first attempt at using your coverage has left you dissatisfied, and we understand how frustrating this situation must be.
  

  To clarify, ************************** operates as an online marketplace where customers can shop for and purchase ******************** service contracts from reputable administrators and providers without needing to talk to an Account Manager if they choose not to do so. In this case, Chaiz served as the platform for your contract purchase. However, as noted in your agreement, Chaiz is not the contract's administrator or provider. All decisions regarding claims, including approvals or denials, are made solely by the contracts administrator, whom you have already contacted directly during this process.
  

  While we are not involved in claims decisions or interpreting contract language, we recognize the frustration you experienced. From your description, it appears there may have been a miscommunication or difference in terminology regarding the terms "sway bar" and "stabilizer shaft," which are commonly regarded as equivalent industry terms. This kind of inconsistency can cause understandable confusion. We encourage you to work with the administrator to seek a more satisfactory resolution, as they are responsible for interpreting and applying the contracts terms.
  

  Please know that we are here to assist in any way we can to facilitate communication with the administrator. Customer satisfaction is essential, even if the outcome lies outside our purview. Please let us know if you need help connecting with the administrator or need further support in understanding the process.
  Once again, we apologize for your frustration and hope this matter can be resolved satisfactorily.
  

  Sincerely,
  Chaiz Support Team
  

  
  

• Initial Complaint

  Date:06/27/2024

  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.

  Re: Re Contract #CHZVSC000178 - Claim #******** My air conditioning went out and I opened a claim for repair. My mechanic was made to go through outrageous *********** I am being asked to supply maintenance records - which I have and can do. But asking for service records such as oil changes, etc, which has NOTHING to do with the air conditioning wrong with my car right now. It also seems to me that you are trying not to pay the claim. I would like to know WHY this is needed & why I am purposely being given a hard time?

  

  Business Response

  Date: 06/28/2024

  Dear *****,

  We understand your frustration and are sorry you have to go through this. However, Chaiz is the wrong business to receive this complaint. Chaiz is purely the seller of vehicle service contracts for many providers and in your case "Dealer ********************** (DOWC)" with their product "servicecontract.com". This means that Chaiz is in no way involved in the claims process or any other services covered after the sale and has no authority nor influence in deciding if a claim is granted and how it is handled on a case-by-case basis. So unfortunately, we can't help you with your case and ask you to reach out to DOWC/servicecontract.com directly via their support line as found in your contract or via their BBB page. 

  We hope this helps & all the best,

  - Chaiz team

  Customer Answer

  Date: 06/28/2024

  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,
  
  *******************