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:03/11/2025

  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 had a warranty on my car that covered the problem of my car in the contract I had and I still ended up coming out of my pocket and that's not right

  Business Response

  Date: 03/12/2025

  Each service contract has terms & conditions that are stated and that you signed. Headstart Warranty Group must abide by the terms & conditions of the service contract. If there was a question of repairs and pricing that would be between you & the repair facility.
  

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased an extended warranty for my vehicle through Head Start Warranty, but they are giving the dealership the run around. My vehicle has been in shop since 2/17/25, an adjuster from Headstart warranty went out a week ago yet has not even reviewed the claim. They are rude and do not call us back, the dealership or myself. They even hung up on us both because we called three way in hopes of getting everyone on the same page. They do not care about their customers once you have paid them off. Apparently this is their way of doing business according to other complaints filed by consumers.

  Business Response

  Date: 03/11/2025

  We apologize for any delays. We have a system outage that threw us into delays. I show an authorized claim for ******* to ***** ****** Dodge as of 3-11-2025

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   It is unacceptable that is has been 30 days since the claim was filed and yet nothing has been done to fix my vehicle. I have been without a vehicle for over a month and it is an inconvenience to have to use **** because they do not want to give me a rental. 

  Business Response

  Date: 03/11/2025

  The claim was authorized and ***** ****** was notified.There is nothing more that needs to be done..

• Initial Complaint

  Date:02/26/2025

  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 my auto extended warranty for my 2018 *** 540i on March 22 2024 from Empire Protect which was the seller of the warranty. The warranty company is Headstart Warranty. I currently pay $137.71 each month. I have never had a breakdown as regular maintenance is done on my car. On 2/6/24 I took the car to the dealership because it was cutting off when I backed up. The dealership did a software update and also a full vehicle inspection that determined that I needed a new reservoir tank, front brake pads, and the Electrical Powersteering System was out and needed to be replaced. The reservoir tank and the *** are covered parts under the warranty and my car has been at the dealership since 2/6/24 with no resolution of it being covered. The dealership and I both have been calling, emailing and reaching out daily to get a resolution. It can take over an hour for you to even speak with someone only for them to tell you that it is being reviewed. If the dealership didn't give me a loaner I would have been without a car for this long.First it went to an adjuster, then he sent it to an inspector who finally came out late on 2/21/25 and he told the dealership they would hear from them on Monday 2/24/25 and still nothing. I called on 2/25/25 and ask what the hold is and was told it was still in review, this is ridiculous! *** are expensive cars hence why I got a warranty for repairs and yet they still have not issued the approval for my car. It is almost like they are looking to not pay for the car repairs. They even suggested that the *** dealership use used car parts on the car but if they do, they then they cannot do the repairs or warranty the parts that have been replaced which is disadvantage to me. I want my car fixed and repairs made immediately. If not then I want all the money I have paid to be returned to me because I would not have received the services I have paid for. If no resolution, then I plan on taking this to small claims court.

  Business Response

  Date: 03/11/2025

  I show an authorized claim for ******* as of 2-28-2025.
  

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   although this claim was authorized it was only authorized for the used parts. The main part that I needed was almost $7800 in new condition in which they did not agree to pay. The dealership cannot use used parts on my car and guarantee the work. My covered limit is $10000 for covered repairs and yet it they still did not pay for it. The contract does state that replacement parts "May be" used, but under this circumstance used parts would pose a risk to me and my car and could be an issue when no one would guarantee used parts. They even ***** the dealership quote and made up their own parts numbers and sent over an approval for a used part for only $1600 which is nowhere near the part that was needed for repairs. They did fix two of the smaller issues which came up to about $1500 not sure if that has been paid yet, but the remainder should have been for taken care of as well. If no resolution on this issue then I will reach out to the ************************************** because they are taking people's money without holding up their end of the bargain. I will not let this go and will even take this to arbitration next. If you cannot afford to do repairs on a *** then you should not insure those types of  cars when we all know that they are expensive to repair. 

  Business Response

  Date: 03/14/2025

  The parts authorized were LKQ. You can purchase the new more expensive parts (betterment). You would pay the difference in what was authorized vs the new. The service contract is in place to get the vehicle back into the condition before it broke down. Each LKQ part comes with a warranty and Headstart also has the warranty in place.
  

• Initial Complaint

  Date:02/25/2025

  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.

  i purchased this warranty thru headstart warranty, from eagle cargo. i paid $10,194.00, for this warranty, i took my vehicle in for repairs, my service advisor (jeison) ************ at the repair facility, contacted headstart warranty on february 12, and they said they would send a inspector out to look at my rv within two days, they never did , jeison called them back on february 21, and was told the inspector they had coming out was on personal leave another adjuster will call him back to set up a appointment, as of this date february 25, 2025, no one has called the repair facility back nor sent anyone out yet, i called today and spoke with a receptionist and she told me no one had been assigned yet. this is costing me money my wife and are having to stay in a hotel because the unit is being repaired in ********** and we live in *******. i think we have be very patient about this , they need to get this process rolling. and i hope we don't get the run around like a lot of other people i'm reading about on here.

  Customer Answer

  Date: 02/26/2025

  The company has responded back to me directly and we are making progress.

  Business Response

  Date: 03/11/2025

  I show an approved claim of ******* as of 2-26-2025.
  

  Customer Answer

  Date: 03/11/2025

  I have reviewed the business response and accept this resolution. 

• 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.

  On December 23rd our vehicle was dropped off at a repair facility due it mechanical issues. The repair facility determined the vehicle needed a new turbo. After 30 days Headstart finally approved a used turbo to be placed in the vehicle. The repair shop tested the used turbo and found it did not work. This was on February 12th, the warranty group also denies any one time use parts as part of the quote to repair the turbo. A 2nd proposal was placed for another used turbo, or a new turbo. They have yet to reply to the request, and our vehicle is still at the repair facility. Its now been over 90 days we have been w/o our vehicle. We would like the repair to be finalized and the warranty group to repay us the monthly car payment we've had to make w/o use of our vehicle.

  Business Response

  Date: 03/10/2025

  If the repair facility and you decided to go with a *** turbo that *** turbo would have a warranty. We allocate a dollar amount towards the repair and the ultimate repair decision is between you & the repair facility. We let the repair facility know where they can order it or allocate a dollar amount towards their part or something local. If they chose that route the *** part would have a parts warranty and we would pay the labor. Either way the parts supplier should be correcting this. If they cannot get the replacement *** part the repair facility should contact the claims department ****.
  

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response because:   We still have not received our vehicle back.  If you check the part was ordered after immediately after the approval from Head Start, from the website you recommended, that part failed and you refused to negotiate the approved appraisal to purchase another turbo as well as the one time use parts for the repair.  This was finally approved a week ago.  We are still requesting to be reimbursed for the car payments and all repairs to be covered. 

  Business Response

  Date: 03/11/2025

  So as you stated the aforementioned repairs have been authorized. All parts covered and necessary for the replacement have been authorized. No service covers car payments.
  

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   You haven't covered the full cost of replacement of the part or the parts needs to repair it, you are only covering a portion.  We are asking for the payments to be returned since we have not had use of our vehicle for 3 months, this means we've had to borrow vehicles and rent them on top of making our payment for 3 months.  It should not take a warranty company over 90 days to approve and have a repair facility make repairs to a vehicle.  Please provide us with proof that you are paying the repair facility for the full amount of the replacement part. 

• 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 got a car warranty with this company and they gave me the run around didnt answer there phone for a month and now that we finally did get through to them they denied my claim

  Business Response

  Date: 03/10/2025

  Your claim was denied per Exclusions #** - Carbon intake or exhaust valves are excluded. Furthermore this is a cancelled contract so there is contractually nothing further we can do you for you.
  

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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.

  Today is the first time I discovered the name of this company. I am harassed every single day by Headstart Warranty Group LLC. It doesn't matter how many times I block their number and ask to no longer be contacted by them, they still call me every day from a different number. They have refused to disclose the name of their company or provide any documentation proving they are a reputable company. They somehow received by vehicle information, probably from the *** dealership I purchased my vehicle from. Today I pretended to be interested so I could get transferred to the 'next level' of support, where I finally discovered the name of their company. I'm shocked there are not more reports of this, I've been getting harassed for over a year, this has to be illegal.

  Business Response

  Date: 02/11/2025

  We do not call people. We are a third party administrator. Please let us know the number you were called from and we will escalate this issue.
  

• Initial Complaint

  Date:02/07/2025

  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 purchased and paid in full a warranty with a maintenance plan for my vehicle about a year ago. In an effort to see if they were legit, I took my vehicle for services. After services were completed I collected the receipt, scanned it in, emailed it requesting, not a full reimbursement but, what the contract stated they would reimburse. I NEVER heard back from anyone via email or telephone call. I gave them the benefit of the doubt even after reaching out to let them know I had not received anything. I assumed I must have done something incorrectly and went to get my vehicle serviced at the dealership as I don't have a lot of faith in second hand shops due to a bad experience so I ALWAYS go to the dealership in which the vehicle was made for all servicing needs. The vehicle needed quite a few things fixed and because I have the maintenance plan attached to my warranty I and the dealership attempted to contact HeadStart to get the go ahead for the repairs. The disappointment set in when it took two weeks for me to get my vehicle back because apparently it was the holiday and there were no representatives available to answer the phones. I was very unhappy and wanted to cancel my policy but was talked out of it. I am beginning to understand why I was talked out of cancelling my policy. I have since gotten rid of the vehicle. I called to inform them that I no longer have the vehicle and asked if I would be issued a refund (prorated of course) of the remaining years on the warranty. He told me "NO" and then I was told "that's above my pay grade, let me get an answer and I will call you back". Well, guess what; this was a week ago and I have yet to hear anything back about a refund on the fully paid warranty. If asked by anyone should they get a warranty with HeadStart I will say "ABSOLUTELY NOT" they are a rip off and not customer friendly. They take your *****, ***'t reimburse, are slow to respond and leave you on hold for hours and without a response to your concerns.

  Business Response

  Date: 02/24/2025

  I show a paid claim for a belt tensioner for ****** in December of 2024? I do not show any other claims.
  

• Initial Complaint

  Date:02/07/2025

  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.

  I have an extended warranty, and this company took over 2.5 weeks to give an approval for a covered repair. They did not approve the rental car coverage stating it didn't meet requirements which is false I was without a vehicle for a while more than the 6 days they cover.

  Business Response

  Date: 02/10/2025

  The contract specifically states that no rental coverage can be afford unless 8.0 hours of labor or more. In this repair the labor was 2.4 hours. which does not come to the 8.0 to trigger rental allowance. We must abide by the terms and conditions of the contract. If there was a delay we do apologize.
  

• Initial Complaint

  Date:02/03/2025

  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.

  Subject: Complaint Regarding Denied Claim for Water Pump and ** Compressor Failure Dear Better Business Bureau,I am writing to file a formal complaint against Headstart Warranty, purchased through Premier Auto Protect, for the unjust denial of my warranty claim for a water pump and ** compressor failure. The claim was denied on the grounds of a pre-existing condition, despite meeting the required 1,000-mile and 30-day waiting period.The warranty was purchased on 10/31/2024, when my vehicle had ****** miles. On 01/03/2025, with ****** miles,I took the vehicle to a **** dealership for a coolant leak, which revealed failures in both the water pump and ** compressor.The vehicle has been sitting at the dealership since that time.There was no inspection conducted by Headstart Warranty after the claim was denied. Instead, they harassed the **** dealership by questioning their technicians in a way that insulted their intelligence, despite these technicians diagnosing these issues daily.Additionally, it is not my fault that the 3.5L engine has a design flaw causing the ** compressor to fail due to coolant leakage. The spontaneous nature of this issue should be considered. The failure occurred well after the waiting period had been met, with no indication of any pre-existing issue.Multiple attempts have been made to receive the official denial email following my dispute, and I am still waiting for a response.Warranties are purchased to protect consumers from unforeseen, sudden failures like this. The purpose is to provide coverage for unexpected issues, as in this case.I respectfully request the BBBs assistance in resolving this matter and ensuring Headstart Warranty fulfills its obligations. The mishandling of this claim, the lack of inspection, and the failure to provide proper documentation is unacceptable, and I am entitled to the coverage promised.Thank you for your time and attention to this matter.Sincerely, ***** ****** ************* PAP000071947

  Business Response

  Date: 02/04/2025

  Headstart Warranty Group reviewed the claim, mileage traveled and damages present. The vehicle is 266 miles outside of the ***** mile waiting period. With the mileage to and from the repair facility from the contract holder residence leaves approximately 250 miles. Headstart sent the file and all information to the underwriter for determination. There were several questions and confirmed with the repair facility that indeed these failures were not physically possible to occur in only ******* miles. Headstart was informed by the repair facility that this is a very common failure and clearly not possible to have said aforementioned failures in only ******* miles.

  Customer Answer

  Date: 02/05/2025

  I am rejecting this response because: 

  It seems that the message you received is attempting to manipulate the situation by fabricating details, especially by attributing statements to **** and the repair facility that were never made. To clarify, no one from **** ever indicated that the issue could not have occurred in the ******* miles as you stated. After speaking with ****, the service writer at ****, he explained that the man from HSW repeatedly screamed at him on the phone, which was both shocking and completely unprofessional. It's appalling how a business that is meant to help consumers can treat someone in such a manner. Furthermore, the absurd amounts of time spent on hold only add to the frustration of dealing with a company that seems to have no regard for customer service.

  Additionally, I would like to address the denial based on the claim that the issue was pre-existing. It would be valuable to understand the knowledge and expertise of the underwriters who are making assumptions about what can and cannot fail in ******* miles, especially in regard to an engine that is known for its susceptibility to water pump failure. To dismiss the possibility of failure so soon without thorough investigation not only lacks proper analysis but also undermines the reliability of the decision-making process. Moreover, the vehicle in question cannot be driven without risking a total engine failure due to the significant amount of coolant leaking from it. This is a serious safety concern, and to suggest otherwise is reckless.

  It appears that Headstart Warranty Group is trying to justify their refusal by putting words in the mouths of others, especially by suggesting the repair facility made claims that have no basis in reality. This kind of storytelling only serves to cover up the fact that the accusations are false and unsupported by actual facts. The mileage and the damages are entirely plausible, and its misleading to make such claims to dismiss the repair.

  Business Response

  Date: 02/05/2025

  All of the underwriters are ASE techs/master techs. All of the claims adjusters are former mechanics, ASE master techs as well.  Anyone with automotive knowledge will know that these two items cannot mechanically fail simultaneously in less than 350 miles. If we had our way we would have just covered this and would not have had any issues. It's much easier to just approve items and make everyone happy. Regrettably we are bound by the terms and conditions of the contract. Not to make it personal but that's the downside of this industry. You want to help everyone out but you just can't.  The service contract does not cover pre-existing items. To have these two items fail simultaneously in less than 350 miles is just not mechanically feasible.
  

  Customer Answer

  Date: 02/05/2025

  I am rejecting this response because:   

  Its important to highlight that the vehicle could not have been driven for ********* miles under its current condition due to excessive coolant leakage. If the coolant was draining excessively, driving the vehicle that far would be impossible without causing significant, irreversible damage to the engine. A technician would immediately recognize thisa vehicle with such a major coolant leak cannot function properly, as it would lead to overheating, engine damage, or worse.Simply put, its not feasible to drive a vehicle for that many miles with that level of coolant loss, as it would cause severe engine issues. 
  
  We drove the car for 1266 miles after purchasing the warranty and 55 days. On December 25th we saw significant coolant on our driveway and stopped driving the vehicle. The next day we called the **** dealership and scheduled a service appointment for Jan 3rd and drove the short trip to them to get it checked out.They informed us what was wrong and contacted the warranty company. Who denied the claim as "pre existing condition" meaning we are liars and we had drove the vehicle for 1266 miles with a leaking coolant problem. We are not liars and have spent over a month to get this rectified and you still say it is impossible for a part to fail all at one time. This coolant leak contaminated the A/c compressor causing it to fail which again you say is impossible when the coolant is leaking right on top of the compressor. Your underwriters are wrong, and I am within the required warranty time, so your company is using made up information to not fulfill its duties.
  
  I purchased this warranty because we have never owned a vehicle this new and we wanted the peace of mind that if an unexpected breakdown occurred, we would be covered. This was the very reason we chose to invest in the coverage on our 2016 **** Explorer with ****** miles on it. So,for the warranty provider to dismiss the fact that the vehicle cannot be driven due to excessive coolant leakage, while knowing the potential consequences, is ridiculous and dismissive of the real issue at hand.
  
  Without visual inspection or vehicle history, the pre-existing condition claim is not justifiable. While the adjusters and underwriters are highly experienced and have vast mechanical knowledge, their decision appears to be based on generalized mechanical probabilities rather than the specific facts of this particular vehicle's condition. From a technicians point of view, it's clear that this kind of excessive coolant leakage would make it nearly impossible to continue driving for such a distance, especially without immediately noticing severe issues with the engine's performance.
  
  Selling a warranty with a pre-existing condition clause without conducting a proper inspection is highly questionable. For a warranty provider to deny coverage based on the pre-existing condition clause without a formal inspection that can definitively confirm such a condition may be a violation of fair business practices and consumer protection laws.Warranty providers have a responsibility to ensure transparency and fairness in their dealings with customers, particularly when denying claims based on subjective assumptions rather than objective evidence. If the warranty provider is failing to substantiate the pre-existing condition claim with clear inspection results, it could raise concerns about the legitimacy of the denial and the warrantys adherence to consumer rights.
  
  Thus, applying a pre-existing condition clause in this case is questionable, especially since theres no clear evidence to support the claim that the failures were pre-existing.Spontaneous failures can indeed happen, but when dealing with issues like excessive coolant leakage that make driving unfeasible, it's unreasonable to assume that this was a pre-existing condition. This approach feels unfair to me, the customer, as it relies on assumptions rather than clear, detailed evidence from an inspection. The legal expectation is that warranty companies should conduct a thorough inspection to confirm pre-existing issues, and without this, it becomes difficult to justify denying the claim.

  Customer Answer

  Date: 02/06/2025

  I would be satisfied if HSW covered the water pump repair. I can go without air conditioning but not my vehicle since it has been there since January 3rd with NO rental car.

  Business Response

  Date: 03/11/2025

  The vehicle went 266 miles past the ***** mile waiting period. There is no way mechanically or physically possible to have a water pump, timing chain, and ac compressor all fail within 266 miles. This is clearly all pre-existing failures. Also the aforementioned service contract is cancelled. There is nothing that can be reviewed nor discussed at this point. This is cancelled contract. 
  

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   I am writing in response to your recent decision to deny my claim for my 2016 **** Explorer vehicle, as well as to inform you that I have canceled my warranty due to your company's failure to honor the terms of the contract. Your handling of my claim, particularly your refusal to cover covered components, has left me no choice but to take this action.

  First, I am particularly troubled by the claim that the water pump "could not fail within 1266 miles." This statement is misleading and reflects a fundamental misunderstanding of vehicle components. Water pumps, like many other crucial parts of a vehicle, can fail unexpectedly, regardless of mileage. To claim that such a failure is impossible within a relatively short span of miles is simply incorrect. My husband, who is an ASE-certified mechanic for over 27 years, purchased this warranty with the understanding that the warranty would provide proper coverage for the components outlined in the contract for my vehicle, as his schedule does not allow for him to work on our vehicles beyond regular oil changes and general maintenance. Your comments about what "can and cannot happen" within 1266 miles are completely uncalled for, as my husband has the same knowledge, skills, and qualifications as your so-called ASE mechanics who denied my claim.

  Furthermore, I am disappointed by your attempt to deflect responsibility by suggesting that the blame lies with the technicians at ****. If the water pump was inspected during previous services and no issues were noted at that time, then it is your responsibility as the warranty provider to address the failure under the terms of the warranty. It is unprofessional to place blame on the technicians without taking accountability for the denial of the claim and the lack of thorough evaluation.

  Additionally, I would like to address your statement regarding the timing chain. While I understand that the timing chain replacement was classified as a "recommendation" and not an immediate necessity, I find it concerning that this critical maintenance was not treated with more urgency. Given the importance of the timing chain in the vehicles operation, I believe it should have been presented as a priority rather than a mere suggestion. A lack of proper recommendation for such an important component raises questions about the thoroughness of your assessment process and whether you are fully honoring the terms of the warranty.

  One of the most troubling aspects of your warranty process is the lack of a clear definition of pre-existing conditions in your warranty documentation. Without a specific explanation of what qualifies as a "pre-existing" issue or an inspection, your refusal to honor legitimate claims becomes even more unjust according to The ******************************. This ambiguity creates confusion and is misleading for consumers, as it allows your company to selectively deny claims based on an undefined term, leaving customers in a position where they cannot fairly contest your decisions. As a result of your failure to cover components clearly outlined in my warranty contract and your attempt to shift blame, I have chosen to cancel my warranty. It is clear to me that your company is unable to take responsibility for its actions and is not fulfilling the obligations outlined in your agreements.

  I have contacted the ************************ and The ****************************** to bring awareness to the deceptive practices your company seems to be engaged in. I believe it is important to hold companies like yours accountable, especially when they mislead customers about their ********************** coverage and fail to deliver on the promises made in the agreements. I noticed that your company only features positive reviews from customers on your direct website. There is no way that every customer experience could be overwhelmingly positive, which leads me to believe that you are filtering and selectively posting only favorable reviews. This practice casts further doubt on the credibility of your company and raises additional concerns about your transparency and honesty. Your arbitrary denial of my claim, without performing a proper inspection, demonstrates a lack of due diligence and accountability.

  Business Response

  Date: 03/13/2025

  Again, this is a cancelled contract. Nothing can be done. The failures are mechanically not possible to have all of these failures in only *************************************** place nothing can be afforded. 
  

  Customer Answer

  Date: 03/13/2025

  I am rejecting this response because:   

  Your company wanted nothing to do with resolving any of my concerns while the policy was in effect, nor did you address the main issue the water pump. This is a critical problem that could lead to total engine failure if coolant leaks into the engine where the water pump is located. I forgot that your experts are somehow convinced that a failure like this cant happen spontaneously with the 3.5L engine. Maybe you should get your facts straight about how water pumps can fail quickly on the 3.5L, so its clear that anyone with real knowledge can see what's going on here. A policy should never be sold without an inspection, and this is yet another reason why your companys actions are fraudulent in denying claims for covered items.

  Additionally, I am contacting the ************************ and the Texas Attorney General regarding your clause in the warranty booklet stating that pre-existing conditions are not covered. There is no clear definition or outline of what constitutes a pre-existing condition in your documentation, which goes against the Consumer Protection Act. This lack of clarity is deceptive and harmful to consumers, and I plan to take this matter further.

  Headstart Warranty Group is using the canceled warranty as yet another tactic to lie your way out of taking responsibility. Your attempt to avoid accountability by relying on the cancellation of the warranty only adds to the evidence of your companys fraudulent practices.