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:01/31/2025

  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 pay for extended warranty and I'm having issues with both the dealer as well as the warranty in regards to getting my car fixed. I am paying my monthly dues but I'm getting no service in return. I have contacted them multiple times and I'm getting the runaround. They keep on giving me various excuses which was not part of what I'm paying for.

  Business Response

  Date: 02/17/2025

  We show the contract was cancelled from your seller Premier and was entered on ***** 2/4/25. You cannot have a claim on a cancelled contract.
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 company has refuse to cancel an extended car warranty contract I purchase with them on January 28 2025. I provided the company with my bank account information including account and routing number when I purchase the warranty. Later the same day I called on numerous occasions to cancel it due to not be able to afford it when I was consistently given excuse that there systems where down at the time and I will receive a call back within a few hours when its back up and running to make the cancellation. However for the past 3 days since January 28 ************************************************************************************************************************************************************* confirmation that it was cancel. I am reaching out because this company has refuse to cancel this warranty plan and still have my bank account information active in there system so they can continue to charge that I clearly requested for them to cancel

  Business Response

  Date: 02/16/2025

  We have received and reviewed the customer's complaint. We have not received a service agreement for this customer. We have reached out to the seller, Service ****************** for resolution assistance in this matter. 

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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 canceled the warranty within their 30 day window to receive a full refund. Now I am being called and harassed to pay nearly 500 dollars for the account to be closed and my credit fixed. Why am I being charged for a mistake they made? They also never call from the same number twice. Last call was from **************.

  Business Response

  Date: 01/31/2025

  It appears that it's been cancelled on the Headstart side. This is an issue between the selling agency and *****. You can reach out to who you purchased the contract from. In this case it was Covered Auto, Their number is ************.

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   
  

  Multiple attempts have been made to contact the other agencies to no success. According to the service agreement signed with YOU, it states:

   

  A. B. You may cancel this Agreement for any reason by contacting the Dealer/Seller or Administrator.
  If the Vehicle and this Agreement have been financed, the lien holder may cancel this Agreement for non-payment, or if the Vehicle
  has been declared a total loss or has been repossessed. The rights under this Agreement are transferred to the lien holder and the lien
  holder is also entitled to any refund. If the lien holder cancels this Agreement within sixty (60) days of the Agreement Purchase Date a
  full refund of the total Agreement Purchase Price, less any claim(s) paid will be provided. If the lien holder cancels this Agreement at
  any other time, a pro-rata refund of the total Agreement Purchase Price based on the unused days remaining, less claim(s) paid and
  less the applicable cancellation fee in the amount of fifty ($50.00) dollars.
  You may cancel this Agreement within sixty (60) days of the Agreement Purchase Date, and receive a full refund of the total Agreement
  Purchase Price, less any claims paid. If You cancel this Agreement after sixty (60) days, You will receive a pro-rata refund of the total
  Agreement Purchase Price, less a cancellation fee of fifty ($50.00) dollars. The Term of this Agreement for cancellation purposes will
  be based on the Vehicle Purchase Date and the Vehicle mileage on such date. Refunds will be payable to You or the lien holder, if
  applicable.
  In the event of Your cancellation of this Agreement, any refund owed will be paid or credited no more than thirty (30) days from the date
  the Obligor or Dealer/Seller receives notice of the request to cancel or sooner if required by state law.
  In the event the Agreement Purchase Price is being paid for through a Payment Plan (or its equivalent) any outstanding balance held by
  Payment Plan provider would be deducted from the refund amount due to You.
  All refunds will be issued through the Dealer/Seller from whom the Agreement was purchased.
  Administrator reserves the right to cancel this Agreement upon the occurrence of any of the following:
  ? Failure by You to pay an amount when due.
  ? Conviction of the Agreement Holder of a crime, which results in an increase in the service required under this Agreement.
  ? Discovery of fraud or material misrepresentation by the Agreement Holder in obtaining this Agreement or in presenting a claim for
  service here under.
  ? Discovery of an act or omission by the Agreement Holder, or a violation by the Agreement Holder of any condition of this Agreement,
  which occurred after the Agreement Purchase Date and which substantially and materially increases the service required under this
  Agreement, including but not limited to failure of the odometer of the Vehicle or if for any reason it does not record the actual mileage
  of the Vehicle after the Agreement Purchase Date and the actual mileage of the Vehicle cannot be established to a reasonable
  degree of certainty, and if the Vehicle is used for Commercial Use, unless the surcharge is paid.
  ? A material change in the nature or extent of the required service or repair which occurs after the Agreement Purchase Date and which
  causes the required service or repair to be substantially and materially increased beyond that contemplated at the time this Agreement
  was issued or sold.
  ? No cancellation of this Agreement by the Administrator shall become effective until fifteen (15) days after the notice of cancellation
  is mailed to You. The Administrator will not charge a cancellation fee if this Agreement is cancelled by the Administrator.
  ? If the Administrator cancels this Agreement within sixty (60) days of the Agreement Purchase Date, a full refund of the total
  Agreement Purchase Price will be issued. If the Administrator cancels this Agreement after sixty (60) days, a pro-rata refund of
  the total Agreement Purchase Price based on the greater of the days in force or the miles driven compared to the total Agreement
  Term will be issued.
  ? In the event of Our cancellation of this Agreement, any refund owed will be paid or credited no more than thirty (30) days from the
  date of Our cancellation or sooner if required by state law.

   

   

  How does an account become past due if cancelled within YOUR cancellation window for a full refund? 

  Business Response

  Date: 01/31/2025

  We are not the selling agency on this contract. We are a third party administrator. This needs to escalated to the selling agency and the financing agency.

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   
  

  Once again, multiple attempts have been made to reach out to the other agencies. The number YOU provided is answered by no one every single time I call. I am simply abiding by the service agreement that I signed with YOU. 
  

  My question now is. If you are doing shady business with me, how many other people are you doing it with? I am curious as to when, not if, a class action will be brought against YOU for failure to abide by YOUR own service agreement. 
  

  Thank you for what is essentially nothing. 

  Business Response

  Date: 02/19/2025

  The cancel form has been processed and the funds are dispersed by ****** and the selling agency. There is nothing "shady". We are the third party administration company. Line 5 contact number is ************. We're trying to help you as much as possible.
  

• Initial Complaint

  Date:01/27/2025

  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 contracted with the warranty company on April 13, 2023 to cover my 2013 dark gray Equinox automobile. I have paid my premiums on time and am current. On January 21, 2025 my car stopped and had to be towed to ******* Chevrolet for service. The repair shop contacted the warranty company for permission to fix the car. They were told the *** on the contract was incorrect and that the work could not be okayed until it was corrected. The warranty company stated that the company that I initially filed the paperwork out with would have to make the correction. I contacted the company on January 23rd and talked to *******. He asked me for the correct information which I gave him initially in the beginning of my contractual agreement. Which was the same information from the car registration that I provided when applying. I was told that the information has been corrected, and a text would be sent to me when it processed. I called back on the 24th and spoke with *******. I asked to speak to a supervisor and was told she was the only supervisor on duty. I asked to speak with her boss and was told they are not available. She wanted me to cancel the current contract and start a new one. Doing this would have made the repairs needed on my vehicle pre-existing and would not be covered on the new contract so I refused to do so. I feel like they are trying to find a way to not make the repairs on my car. I was told after speaking with ******* that corrections cannot be made on my contract even if the fault was theirs. All of the information on my contract is correct except the ***. My contract states that I am to contact them if I find that any of the information is incorrect. There was no time limit stated on any of my paperwork that would make changes invalid at any time. When the *** on my contract was put in, the person belonging to it should have come up. I feel a lot of incompetence on behalf of the warranty company is evident. Any help you can provide will be appreciated.

  Business Response

  Date: 01/29/2025

  We have received and reviewed the customers concern. Upon researching this concern, we have determined that the selling agent did not update the *** within the allotted time allowed to the selling agent. We have performed additional diligence into the *** issue and have determined that although the Year, Make and Model coincide with whats on the agreement the digits of *** do not. Upon management review, as a courtesy to the customer, we will update the *** in our system and continue with the current claims process. 

• Initial Complaint

  Date:01/27/2025

  Type:Order 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 believe that American Auto Repair Coverage&#**;s accounts have been taken over by this business. I purchased a H31**303835363538**38H on my 2015 Kia ******* I bought the better package they offer. The salesmen told me it covered my car for engine, transmission and almost everything. My first occurrence and the denied my claim. My engine blew out and the head gasket. Now that should be covered. They are trying to weaseled out of it !!!

  Business Response

  Date: 01/29/2025

  We will send an independent third party inspector to verify the repair facility findings.

  Customer Answer

  Date: 02/07/2025

  They did come back to dealership to review my case,but I had taken my car back home because they refused to fix it. So now I took the car back. I'm waiting  for headstart to come back to review my case. Thank you so much ! I will keep you informed on what happens. *** Bassler 

• Initial Complaint

  Date:01/21/2025

  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.

  We have tried to make a claim sereal of time employee have treated me very unfairly with disrespectful outburst due to mistakes made on there in not mines. After coming to an conclusion they allow holding time to play out no one never came on the call to take our claim .still no claim at this point I got to pay out of pocket when I'm paying them for this matter. I'm

  Business Response

  Date: 01/21/2025

  I see a denied claim submitted on 12-6-2024. The mileage called in was *******. The start mileage on the contract was *******. There's a 30 day and ***** mile waiting period before a claim can be submitted. The items called in fall within the 30 day and ***** mile waiting period. The repair facility indicated that the valve cover is leaking, motor mounts collapsed, water pump leaking, turbo coolant lines leaking, turbo oil cooler lines leaking, coolant expansion leaking. All of these items are still in the waiting period. See attached copy of the contract with explanation.

• Initial Complaint

  Date:01/15/2025

  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.

  Auto repair shop placed a claim on December 19th, 2024. After several calls at least every 3 to 4 days finally an adjuster responded asking for a photo from the shop which was done in January 2025, after several days again finally approval was given for some work to be done. On January 15th, I finally got my SUV. This warrantly company takes toooo long to respond and look at claims, they only allow a rental if you PAY yourself and they reimburse which is awful, then they set the timeframe for a repair higher than what they know the timeframe will be so they can escape even doing that. I am a repeat warranty customer had I known the warrantly provider would have given my contract to this service I would have rejected it. They lied about the great service I would get. When you call you're on HOLD forever, then you can never get a call back from an adjuster, however, they are good at responding by email so they can evade speaking with you. HORRIBLE warranty service. I feel they need to reimburse me for at least my rental due to the LONG time it took them just as a courtesy alone of $115.00 and reimburse me for work they denied of at least half of what I paid of $1500.00 for customer satisfaction.

  Business Response

  Date: 01/16/2025

  We apologize for the length of time. We had a system outage and took a while to recover. The Struts and Stabilizer links are not listed/not covered under the terms and conditions of the contract. Rental car is only eligible if the repair is over 8.0 of labor. Regrettably the labor does not exceed the 8.0 hours.

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   Blaming  a system outage from December 19th to January 3rd is just not possible and you're still in business.  I asked that the company at least make an exception due to THEIR problem not mine of having me wait weeks, being inconvience of the time frame then wouldn't even rent a vehicle for me regardless of the work time.  AGAIN a poor excuse for a warranty company.

  Business Response

  Date: 01/16/2025

  We've already explained the contract and rental coverage. We had a system outage that was repaired after an extensive amount of time.

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   Again, I waited at least nine (9) working business days not counting Xmas and New Years and I got 1 voice message from an adjuster on my claim which didn't really give me any information.  HOWEVER, it's amazing how you so quickly respond to defend your horrible service once I filed a BBB Complaint. 

• Initial Complaint

  Date:01/14/2025

  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 gave a warranty that is not communicating effectively and trying to force an auto shop to use a used electrical part that is bad just to save money without regards to safety for me the auto shop states part sent is bad and cannot be marred to my vehicle the auto shop also is stating that stating that when they told them the price for the dealer only part they immediately told them we we had to accept a used part that does not work

  Business Response

  Date: 01/14/2025

  We have authorized a LKQ instrument cluster per the terms and conditions of the service contract. We would not authorize a dollar amount towards a part "that does not work". We have allocated a dollar amount towards the repair. You can pay the difference in what was authorized towards the repair facilities part. That's considered betterment and the contract does not cover that. Please refer to aforementioned service contract for the terms and conditions as referenced.

• Initial Complaint

  Date:01/03/2025

  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.

  On November 24, 2024 I purchased an extended warranty policy, Agreement # EAP00006336 from *********** Protect, the agent. The administrator of the policy is Headstart Warranty Group. At the time of purchase there were no issues with the vehicle (2010 ********** Tiguan, mileage *******). The policy states there is a thirty (30) day waiting period and ***** miles.On December 27, 2024 I took the car into the ********** dealership for its ******* mile service at which time I was informed the car needed repairs. Since the extended warranty was ripe ********** reached out to Headstart warranty group and submitted a claim. Headstart warranty group assigned a claims adjuster who asked the dealership to provide photographs. My vehicle currently has ******* miles and it is now January 3, 2025 and Headstart warranty has not approved the claim nor have they notifed me with a status of the claim. I have reached out to the agent, ******************* on several occasions who sold me the policy. *********** Protect states they are going to reach out to Headstart warranty in order to ascertain the status of the claim and exactly what the hold up is. It has now been a week and the claim has not been approved by Headstart warranty group.

  Business Response

  Date: 01/07/2025

  I show the claim has been authorized on 1-5-25. We had a service outage and apologize for the delay.

  Customer Answer

  Date: 01/08/2025

  I am rejecting this response because:   although they notified the BBB that the claim was authorized there are some major problems with the authorization. In the agreement should my automobile need repairs it is my responsibility to pay a $100 deductible. However due to the two week delay on December 27, 2024 the day the car was taken into ********** I paid $186 for the diagnostic fee. According to the policy headstart warranty group is responsible for the diagnostic fee. Notwitstanding this issue there are so many more. I spoke to Mr. ******* from ********** who submitted the claim on December 27, 2024. On January 7, 2025 Mr. ******* informed me that the car requires a vacuum pump which costs $502 yet headstart will only cover $203 leaving me with the balance to pay. Mr. ******* informed me that the lower radiator hose repairs are $415 and headstart declines to pay any of these repairs. The oil sensor is $56.70 and headstart will cover $29.33. The pin connector costs %***** and ********************** will cover $36.90. According to Mr. ******* I will be required to pay between $900 - $1,000. Upon being sold the policy I was informed to take the car to ********** and headstart would cover these repairs minus $100 deductible which is clearly stated in the policy agreement. Headstart has dragged this ordeal out for 10 days before giving ********** a list of coverages that are approximately 50% of the overall costs to repair the vehicle leaving me with the balance. This company was aware from the beginning that they were covering a 14 year old vehicle which means problems may arise at any time. The vehicle had absolutely no issues when I purchased the policy which can be confirmed in carfax and other services. Headstart has made promises solely to obtain a customer. Had they been truthful when they called me about covering the car, I would not be filing this complaint. Headstart has been manipulative and deceptive in its practices and I will never deal with another warranty company. Thus far I have paid out of pocket the following: $112.75 on November 24, 2024; $112.75 on December 24, 2024; and $186 on December 27, 2024 for the ********** diagnostic totalling more than $400 with absolutely nothing to show for it. Headstart has duped this customer with promises solely to gain my money and business yet when it came to upholding the contract that they presented I discovered it was all a fraud. Something must be done about these warranty companies. I spoke to several local auto repair shops and none would touch these warranty companies due to past, bad experiences and having to battle with them to get repairs approved. 

• Initial Complaint

  Date:01/02/2025

  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.

  Headstart warranty group attempted to deny my claim three different ways, eventually landing on twisted words. My truck acted up after my initial payment was made and finally failed four days later. They tried to deny me on mileage, then stated that the truck was overheating so it was not covered, and eventually stating that my truck failed sooner than my payment date. It's simply not true, after doing much research (admittedly after signing up for a deal that seemed to be too good to be true) It's looking more and more like a bunch of legal mumbo-jumbo that allows them to take your money and deny your claim. However in this case, it's just a straight up lie for a denial. Headstart warranty group is anything but a Headstart.

  Business Response

  Date: 01/03/2025

  We are a third party administrator. We did not sell this contract, we only administrate it. All service contracts are based on time & mileage. The starting miles that were given to start this contract was not correct. It was determined that a mileage correction was needed. After the mileage correction we were able to administrate the claim. Based on the claim information the damages could not have occurred in that little amount of time. Since the starter motor is electric and can fail at any time I will have the claims department cover the replacement of the starter.

  Customer Answer

  Date: 02/07/2025

  Headstart warranty group is a scam! Its February 7th, my truck has been at the dealership in which THEY requested me take my truck to since December 2nd!!! Now OVER two months, a hearty dealership bill, and now three different denials later I'm still walking. My last denial: "Customer uses vehicle for commercial use" Basis: Tools, Equipment, ladder rack. I have no tools or equipment in my truck, my rack is clearly set up for camping..... The sales person will not return my calls, the *********** only speaks with the mechanic, and customer service has no power over these scammers. 0/0 I do not recommend this company. Honestly, I can foresee a class action solely based on my observations. Steer Clear!!

  
  

  Business Response

  Date: 02/07/2025

  This was denied indeed by the carrier for commercial use. Based on the rack, tools and signs.
  

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because:  I was denied because you said my truck was used for commercial use, it is not. The ladder rack is meant for my son and I for camping and extracurricular activities. I also have a custom bumper to match it, noticed that wasn't in the report. The signage is obviously strapped down low not visible to the public and used as padding for ratchet straps in order to keep damage from occurring to the bed of my truck. There are also markers in the truck so we can draw on the piece of plywood keeping the ladder rack from being used as a ladder rack. There are no tools or equipment in my truck, I do not have a business or LLC, this is purely mythical reasoning on your part.   

  Business Response

  Date: 03/11/2025

  This was submitted to our underwriter and they have denied the claim. We do not adjudicate Florida claims.