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:05/09/2025

  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.

  Vehicle was dropped off at the dealer for repairs on Friday April 18th. I received a call from Head-start the same day asking questions about the issue. The claim was filed on Monday April 21. Dealership was finally able to actually speak to the adjuster around May 7th after several calls between the service department and myself to get the ball rolling. Finally a 3rd party inspector is set up to come on May 9th to look at the vehicle. It has already been a total 22 days that we have had to drive a rental car due to ours be inoperable. The policy was bought thru a company called Line 5 which used a company named head start warranty group to process claims. Head Start Warranty group has been hard to deal with and even the inspector stated that they don't work quickly to solve issues. Reason poor customer service history of dealing with Head Start Warranty During the 22 days phone calls were made by myself and the dealer. hung up on during an attempt to speak to a Supervisor. Which they said that a Supervisor conversation wasn't warranted due to inspector showing up to look at the vehicle and nobody was there. That is a lie because I had already spoke to the dealership which was in contact with the inspector and had set up a day to inspect the vehicle. My main concern is they only want to cover 6 days worth of rental when they took over 2 weeks to even respond back to the claim. 1-Hung up on 2-Told we would have an answer in 24 to 48 hour. Was told this at least several times an adjuster would call the dealership to no prevail. 3- We'll call back tomorrow never happened.

  Business Response

  Date: 06/02/2025

  I apologize if there were miscommunication with regards to your claim. It appears you want a billing adjustment for you contract. Headstart is just a third party administrator company. We did not sell the contract. You would need to contact who you purchased the contract from.
  

  Customer Answer

  Date: 06/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2025

  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.

  My 2014 ****** tundra broke down on 4/11/25 Its at the ****** shop **************** ********, *****. The service advisor Mr ************ Had a diagnosis on the 3014 ****** tundra 4/11/25 And the results from the diagnosis is Cylinder head and engine failure . The service advisor ************** forward the total cost and the report and pictures of the diagnosis to head start warranty they received it . And they just was reviewing. Reviewing only instead of repairing my 2014 ****** tundra. Now they want to have the engine tear why down . When they have the diagnosis. Its going to cost over 5600 just to do this and they dont want to approve this . ************ the service advisor and formed head start warranty why spend all that money on engine tear down when you have the total diagnosis and report in pictures of this. The contract # MSC371312906. I been paying for the extended warranty sins 3/4/25. I was and form by Mr. **** ***** exclusive *******************. There number ************** in ************** that covers the hold engine. .head start warranty phone **************. ************ service advisor for ****** phone # ************* the shop ************.

  Business Response

  Date: 05/13/2025

  The contract requires a cause of failure. Engine is listed. Its just like a stove a repairman may say well a burner went bad you need a new stove. But instead of spending 5K on a stove you replace just the failed part. Obviously looking at everything theres not enough to justify an engine replacement yet. Without tear down they are guessing what the cause of failure is. 

• Initial Complaint

  Date:04/23/2025

  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.

  My car has been in for almost 2 weeks, repairs. They keep saying it's in review. Dealership won't fix until it is approved

  Business Response

  Date: 04/25/2025

  We do not show a claim pending? Your repair facility can call us at ************ or through the website at ****************************** and file a claim there
  

  Customer Answer

  Date: 05/01/2025

  BBB took a complaint over the phone. Below is the voice to text voicemail description
  
  
  Yes, my name is ***** ******. My phone number is ************. Complaint number is *********. And my complaint is my car has been in the shop for two weeks. And I haven't got a definite answer from my extended warranty company. They keep talking to the *** dealership, but then somewhere in there, there's a mix-up. But I just want my car fixed, I mean, that's why I got the extended warranty in the first place. So, if you get help out, please, I appreciate it. Hello.
     
  
  BBB to BBB took a complaint over the phone. Please see attached voice to text voicemail description
  

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising 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 from the Sharpest Rides in ******,** 09/2024 with a warranty from Headstart Warranty Group. 11/2024 my car was taken to the shop for ***airs and my car was returned 4 months later. ************** in ******,**. The mechanic shop had to spend hours and months trying to contact Homestart warranty group for an approval for ***airs. During this time Headstart lost the original approval and they sent blank approvals due to a system change or updates. Long story short, I had to rent car in February to leave state for a family emergency, had Headstart did the approval in a timely manner I could have drove my own vehicle. Now that I have my vehicle back I called Headstart to get a reimbursement for $322.22, I had to pay for a rental. The original customer service *** told me all I needed to due was send proof of payment and I would be reimbursed. NOT once did she mention any company polices of $40 per day up to $240 or being paid for their labor billing hours which they claim was 8 1/2 hrs but my CAR was in the shop 4 Months due to HEADSTART being short staffed and not approving claims in a timely manner. I should be fully remimbursed for my rental. The escalation team is refusing my request. They should support a customer when they are clearly in the wrong in this situatuion.

  Business Response

  Date: 04/15/2025

  The original claim was called in and authorized on 1-9-2025. The repair facility called back numerous times changing labor, changing parts. We are also bound by the terms and conditions of the contract. We cannot change or go around the specific terms for rental car.
  

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:   the time frame to get a approval for repair and the time frame that the shop had my car does not match up when parts were sent they were sent defective they were sent missing parts which caused the shop to have to keep contacting vendors to get parts keep contacting Head start warranty to get more approvals and this delayed me having my vehicle back therefore out of courtesy for the customer I should be provided the full amount I had to pay for a rental car which was $322.22. you guys sent me a check for $80. That's $242.22 short and I would like the remainder of my money. When a person pays for a warranty they expect the warranty to be available immediately so that they can get their life back on track and not have to worry about a vehicle to get back and forth to work.

  Business Response

  Date: 04/21/2025

  The contract does not afford rental car for shop delays. We approved the claim as we mentioned before.
  

• Initial Complaint

  Date:04/04/2025

  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.

  In October 2023, after a call from a Premier Auto Protect agent, I purchased an exclusionary warranty (Agreement #PAP000068458) for my 2018 Acura MDX for nearly $3,000. At the time, my vehicle had ****** miles, and I provided a mileage photo. Though the car had a rebuilt title and no issues, I bought the warranty to protect my $22,000 investment.Months later, I had my first issuean error affecting the Auto-Idle system. The ***** dealership contacted Headstart Warranty, which covered the ***air, minus my $100 deductible.Recently, while my car was in for a recall, the dealership found a radiator leak and contacted the warranty provider. After days without a response, I called Headstart and was told 50+ claims were ahead of mine. They advised the service department to call directly. When they did, Headstart denied the $1,200 ***air due to the salvage title.I followed up and was told a surcharge shouldve been applied due to the salvage status. I explained I had disclosed all details at purchase, and a previous claim had already been paid. They referred me back to Premier Auto Protect.Premier confirmed my purchase and prior claim. They said a $300 surcharge shouldve been added but couldnt confirm the title type at the time. I clarified my title is rebuilt, not salvage. Still, I offered to pay the $300.I asked whether paying it would maintain current coverage. The *** said yesbut Id have to wait 30 days before submitting a new claim, making the radiator issue a pre-existing condition. She offered to check if Headstart could make an ***************, I called backthey denied the claim again. I can pay the $300 surcharge, but Im left with a $1200 radiator bill. The warranty will now cost me $4,500, & I still have to wait ***** miles to use it again. Im frustrated. They couldve honored the ***air, admitted their oversight, and accepted the $300 as a customer courtesybut they refused. The ********************** itself is great, the reason for the decision not so much

  Business Response

  Date: 04/08/2025

  Headstart Warranty Group must abide by the terms and conditions of the contract. If the surcharge was not in place at the time of the claim we cannot afford coverage. The agency that you purchased it from should have had the surcharge added at time of sale.
  

• Initial Complaint

  Date:04/03/2025

  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.

  My 2020 Chrysler Voyager engine light came on. I took the vehicle to Expert Auto to have to have a diagnostic done on March *******. I have a warranty with Headstart Warranty Group . I had to pay out of pockect for the diagnostic to be done because the warranty does not pay for it which was $195,00. their findings was that my engine is bad and that it needed to be replaced. The shop contacted my warranty with their findings. The warranty ordered a teardown of the engine before they could send an adjuster out to confirm what needed to be done. The warranty do not cover the teardown so I had to pay for the teardown of the engine which cost me $1080.00 out of pocket. The auto shop then contacted Headstert Warranty Group and told them that I needed a engine replacement and to send the adjuster out to look at the engine and confirm their findings. Headstart Warranty Group is refusing to to send the adjuster out. Me and the Auto shop have been going back and forth with Headstart Warranty Group for 3 weeks and the keep giving us the run around. The auto shop told the warranty people that after so long of a time that they will put the engine back together and have me come pick up my vehicle unfixed !

  Business Response

  Date: 04/08/2025

  None of this is factually correct. It sounds to us as if the repair facility is misleading you or the repairs may be done without prior authorization. Per the terms and conditions of the aforementioned service contract we need the cause & extent of damages. The repair facility has refused to provide the cause & extent of the damages. The repair facility also has not given an estimate for the repairs. All that we get when speaking numerous times to the repair facility is :send the inspector" The repair facility should also not be having you pay for diagnosis and teardown as the claim is still ongoing. We agreed to send an inspector out to expedite the process even though the repair facility is not cooperative.
  

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:   On March 12, 2025 when I took my car into the shop I was standing right there when they were on the phone with Headstart Warranty Group I heard the whole conversation and everything that was said between Expert Auto and Headsart Warranty Group and the coversation went as and I quote " Expert Auto told them of the engine failure and the codes Headstart Warranty Group reply was that they needed a teardown of the engine so that they could send an adjuster out to look at it and that I would have to pay out of pocket because they do not cover the teardown " So I paid $1,275 for the diagnostic and the teardown of the engine. I was standing right there ! It is also states  in my warranty contract that they do not cover diagnostic and teardown. When I got home the first thing I did was look at my contract and it's in there that they do not cover diagnostic and teardowns. Until this day April 8, 2025 my car is stiil at the shop with the engine torn apart and no adjuster has been out to look at it!! My car has been in the shop almost a month. I  can not work or do anything I have lost wages and my bills are piling up. I'm also beyond stressed out! I have paid Headstart Warranty group over $3,500 and they just took another payment out of my account on March 27, 2025 .This is unacceptable!

  Business Response

  Date: 04/08/2025

  As previously stated we have agreed to send out an inspector...

  Customer Answer

  Date: 04/08/2025

  *********** has sent an estimate twice to Headstart Warranty Group.

  Customer Answer

  Date: 04/08/2025

  I just want Headstart Warranty Group to honor the contract and  send an adjuster out to look at the engine pinpoint the problem and fix my car it should not have gone on this long.

  Customer Answer

  Date: 04/08/2025

  Ok Thank You

  Customer Answer

  Date: 04/09/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 04/28/2025

  The adjuster came out on April 15, 2025 and then came out on April 17, 2025. Today April 28, 2025 I made a call to Headstart Warranty Group to check the status of my claim. I was told that *********** needs to contact them so they can go over with them the notes that the adjuster sent them. I put in a call to Expert Auto so that they could contact Headstart Warranty about moving forward with fixing my car. *********** said that the adjuster told them that someone from Headstart Warranty would be contacting them with further instructions which they never did. Expert Auto contacted me after their conversation with Headstart Warranty and said that they wanted them to send information over that they have already sent to them and that they could not understand the notes of the 3rd party adjuster that they sent out. Headstart Warranty Group accused Expert Auto of not sending in any information at all which is not true because it's in their system of information being sent to them on several occasions! This going back and forth is unacceptable I put my car in the shop on March 12, 2025 and it is now April the 28, *************************** the shop. I have resulted in renting a car which I rented on April 12 , ********************************* the rental car and have paid over $1000 dollars at $264 every 6 days. Headstart Warranty is not trying to honor the warranty and fix my car they are beating around the **** and I am suffering terribly sleepless nights, my anxiety is at an ultimate high, and I'm stressed and not eating properly some of my family has had to step in to help me with the rental car.  Headsart Warranty took out my last payment to them ***** ***** 27, 2025. The warranty is paid in full. 

  Customer Answer

  Date: 04/28/2025

  The person that Expert Auto communicated with name is ***** . He was very rude and had an attitude while speaking with Expert Auto. Unacceptable !!!!

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because:  Expert Auto has sent an estimate twice to Headstart Warranty Group. The person that Expert Auto communicated with name is ***** . He was very rude and had an attitude while speaking with Expert Auto. Unacceptable !!!!

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because:   Expert Auto has sent an estimate twice to Headstart Warranty Group. The person that Expert Auto communicated with name is ***** . He was very rude and had an attitude while speaking with Expert Auto. Unacceptable !!!!

  Business Response

  Date: 04/30/2025

  You should follow up with your repair facility. The claim has already been authorized.
  

  Customer Answer

  Date: 04/30/2025

  I will call Expert Auto tomorrow morning April 1, 2025 when they open to confirm that the claim has been authorized. Once it it confirmed I will accept and close out the case. Thank You

  Customer Answer

  Date: 05/02/2025

  I am rejecting this response because:   Headstart Warranty wants to replace parts in the engine basically rebuild the engine. Expert Auto has told them that the car may not run correctly if they do that and that the engine just needs to be replaced. Upon talking with Headstart Warranty this morning they told me that Expert Auto needs to send that information over to them which they have already done on several occasions. I talked with Expert Auto this morning and they went in the computer and pulled up everything that they have sent over to Headstart Warranty including the notes , pictures , and video's. Headstart Warranty said that they could not understand the notes of the adjuster that they sent out. This situation has really been working on my mental and overall health. I am getting migraine headaches day in and day out and losing a lot of sleep over this situation. I can not even concentrate on my life or anything else because of this situation. My car has been in the shop since March ******* which resulting in me renting a car on April ******* which I'm still renting over $1,200 and over in rental fees. In my contract it says once the claim is approved they will cover up to six days of car rental cost and I was told today that I was not eligible for. It looks like this situation is heading towards a legal matter. The going back and forth with this company is ******. They are just trying to put band aids on my engine. The mechanic knows what he is talking about and knows what's best for my car engine. If replacing parts in the engine would fix the problem he would have told them so. The adjuster is not a mechanic and neither is the adjusters at Headstart Warranty they are all the way in ************. I will also be sending this statement to the President of Headstart Warranty who I previously sent an email to. 

  Customer Answer

  Date: 06/02/2025

  It has been has been over 10 days and the business has not responded ! 

• Initial Complaint

  Date:03/28/2025

  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.

  Purchase Date is 1/25/2025, I purchased a 2017 Dodge Ram 3500 Pickup and purchased a warrant for this vehicle at the time of the vehicle purchase. On 2/10/2025 the check engine light came on so I took it to our local diesel mechanic, he ran tests and drove the truck and found that the Turbo needed replaced. On that same day the shop tried to contact Headstart Warranty Group and was on hold for a couple of hours and then just sent an email, After 2 weeks of myself and the shop contacting Headstart they finally opened a claim. Then after 2 more weeks they requested more information from the shop. I contacted the dealership and they contacted Headstart. After another 2 weeks of myself contacting them as well as the shop they put in a request for a third party inspection group to go and inspect the truck which happened the next week. Then they contacted the shop again telling them that they needed to get my permission to tear down the turbo and the shop talked to them and asked them if a internal turbo video performance would due since if they tear down the entire turbo then it has to be replaced as where taking the video would allow me to still drive the vehicle if necessary. The claims adjuster that the shop has been working with agreed to this. And now the next week they say that they have to know the cause of the turbo failure so they want it completely torn apart. During this entire almost 2 months I have been without a vehicle and feel very strongly that they are simply putting off any repair approval in hopes that I will just give up and pay for the repairs myself. I have the email records from the shop to Headstart as well if needed. I already owe the shop $420 for taking the turbo apart enough to take the video and now the complete tear down will cost me a lot more and Headstart has not committed to any repair at all, Along with the turbo failure the heater quit working also and the heater core needs replaced as well.

  Business Response

  Date: 03/31/2025

  We need a cause of failure. The repair facility states the turbo is failed. There is only a code, no failure noted with the turbo. No smoke from exhaust, no failure noted to the turbo. Contractually the aforementioned failure needs to be established.
  

• Initial Complaint

  Date:03/19/2025

  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.

  Car was having, so took it into jeep for them to do a diagnostics to see what the problem on Feb 1st. Has taken into oil change in Sept, no issues or recommendations. I always take care of recommendation's. Warranty declining due to negligence. There was none. Nothing came up in Sept and as soon i hears something weird i took into jeep to look into. Warranty making up a bogus reason to decline. Warranty us overheating is the reason and its excluded from the warranty. I did not drive around knowing. the waterpump gasket failing is not from overheating what the warranty is trying to say is that you knowingly drove around with it leaking coolant or overheating but we dont see signs of like a long time coolant leak or anything showing us it was driven around for a long time overheating

  Business Response

  Date: 03/24/2025

  Your statement is factually incorrect. The vehicle was inspected by an independent third party inspector. The cause of failure was a leaking water pump causing overheat. Engine overheated so much that it warped both of the cylinder heads. We are bound by the terms and conditions of the aforementioned service contract. There is nothing "made up"
  

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because:   there was no check engine notification. I have always taken care of all any recommendations. Took the car in for a full service oil change and nothing popped. I doubt from Sept to Jan, there was enough time to overheat. I took the car in as soon I noticed something. Car was no stuck on the side road overheated. For the warranty to state negligence on me is incorrect. There was no negligence on me. There were no pre warnings of engine issues. I took the car on my own, so that's not being negligent

  Business Response

  Date: 04/01/2025

  The vehicle was inspected by a third party inspector. The cylinder heads were warped by overheating. The only way that happens is just that, overheating. The cause of failure again was overheating which is excluded. The repair facility also stated that this was caused from overheating. We have no choice but to adhere to the terms & conditions of the contract.
  

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:   when did the overheating occur? There were no warnings that my car was overheated. I'm not a mechanic, reason I bought the warranty. Look at the history my car and look at the odometer, I don't drive much. ****** since 2017. It's like I'm been driving all over with a overheated. Again if my car was stuck on the side of road it had to get towed in, I understand. I did not knowingly drive around. As soon as I noticed, I on my own took the car to get looked at. There was no check engine light. Car started with no issues, until it didn't and I took the car in immediately. 

  Customer Answer

  Date: 04/03/2025

  I have attached the oil change from Sept and as you will see there were no recommendations, as mentioned before i took very good care of me car. You will see there was ****** on the odometer reading on 9/24. On the 2nd attachment, you will see ****** for the odometer reading. So from Sept 29 to March 7th, i have only driven 2798 miles in 5 months. I havent driven the car that much for me to be negligent and driving around with an overheated car. 

  Customer Answer

  Date: 04/14/2025

  Is that it, so the business will just ignore my complaint not respond. Its just wrong. I have warranty why would I knowingly drive around with issues, if there are issues.  Check engine light never came on. There were no signs that there were issues. As soon i have saw an issue, i took the car in. My car as been at jeep since Feb 1st. Also wrong, they made Jeep take the car apart and thats an additional $4000. They need to pay that or refund me every thing i paid and cancel my warrant. 

• Initial Complaint

  Date:03/17/2025

  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 car in December of 2024 and purchased a three year warranty through Head Start. There was a one month waiting period/1,000 miles before they would cover anything...no problem. Around mid February, the ** stopped cooling in the car. I took it to a dealer for repair and gave them HeadStart's information. They DENIED the claim within a few hours and claimed that it was a pre-existing condition. How could they possibly make that deduction? EVERYTHING on the car functioned properly when I purchased it. I have purchased many cars and always check everything. I called later to ask about the decision and the lady I spoke with could not understand why they would say it was pre-existing and re-opened the case. They asked the dealer to send information and the information was sent. I then waited almost a week with no answer. I called every day to check and was just told that the supervisor had not made a decision and they did not know when it would be made. SAME ANSWER EVERY TIME. One time when I called I was told that the supervisor was out and they did not know when he/she would be back...meanwhile I had to rent a car with my own money and then pay the dealership to put the car back together (they had to take several things apart to get the information asked for by HeadStart. I had to pay 239 for that and around 300 for the rental. I finally gave up and traded the car for another one and paid ****** out of pocket when everything should have been covered by the warranty company to begin with. I called to cancel and they said it would be 3 to 4 weeks before I get a refund. RIDICULOUS. I would like to be reimbursed for the rental car and shop charge I incurred because of the sloppy and uncaring way they do business.

  Business Response

  Date: 03/25/2025

  This is a cancelled contract. There is no contract in place to be afforded anything. This was denied due to pre-existing. It was 240 miles out of the ***** mile waiting period. The 240 miles does not include mileage to & from the repair facility either. As stated the aforementioned contract has been cancelled there is nothing further that can take place.
  

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   

  Yes the contract is canceled.  I canceled it because I had to wait a ridiculous amount of time and still got no definitive answer.  Had you held up your end of the contract the it would still be in effect.  It was NOT a pre-existing condition.  The mileage on the car and the waiting period had both passed.  The fact that I had to call your company DAILY for almost a week and get told each time that there was no way to know when the answer would be given is RIDICULOUS.  Again...NOT A PRE-EXISTING CONDITION...please explain to me how it is a pre-existing condition when THE COMPONENT WORKED JUST FINE WHEN I BOUGHT THE CAR.

   Of course I canceled the warranty...I had to get another car because this company had no regard for my time whatsoever.  

  Business Response

  Date: 03/25/2025

  This was previously explained. The contract is cancelled. This is a waste of time to re-explain this. Nothing further can happen here.
  

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   
  

  I didnt ask for a re-explanation.  I asked for someone from the company to contact me (in my original post.). Once again, Headstart Warranty Group demonstrates no desire whatsoever to resolve a complaint.  Waste of time accurately describes me ever doing business with such bungling, incompetent and uncaring people.  Its like you didnt even read my last response.  I was told I would get some type of pro-rated refund after I canceled.  Im not holding my breath.  Just a simple apology from you people would go a long wayagainnot holding my breath. 

• Initial Complaint

  Date:03/17/2025

  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 vehicle's transmission malfunctioned. I took the vehicle in for service and was advised by the original shop that Headstart wanted the transmission to be disassembled and pictures needed to be taken. Unfortunately that particular mechanic was unable to complete the job. Therefore, it required me to pick up the vehicle and drop it to another local mechanic that could disassemble the transmission. However, Head start now advised that I did not qualify for a claim. Upon calling Head start directly they then agree to send out an adjuster. The adjuster stated that my vehicle had aftermarket rims and a blow off valve and denied my claim. I purchased a used vehicle and was not aware of any aftermarket blow-off valves being installed. Additionally, Head start required no pictures of my vehicle nor were the rims installed larger then the factory diameter. Headstart customer service has been substandard and I'm currently waiting for a supervisor to call me back. I've been told they are in a meeting. I would like my transmission replaced or a full refund of the amount I paid for the policy.

  Customer Answer

  Date: 03/24/2025

  Headstart agreed to replace my transmission. I'm fine to close out this complaint. However, the customer service was substandard and required for me to call the original deal where I purchased the vehicle who put me in contact with someone that was able to successfully escalate my issue to the director of claims for review.  

  Business Response

  Date: 03/25/2025

  I show an authorized claim for ******* for a transmission. This claim was not denied.
  

  Customer Answer

  Date: 03/26/2025

  I have reviewed the business response and accept this resolution.

  However, this BBB complaint was filed prior to Headstart reversing their decision which was originally a claim denial. The claim was only approved after the dealership where I originally purchased the vehicle intervened and provided me the contact information for their relationship manager.  Additionally, there is no available supervisor within your contact centers, which further exasperated an already frustrating situation.