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:12/25/2024

  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 was required to get a warranty vehicle service agreement contract through HEADSTATR WARRANTY GROUP when I purchased my car. I was covered for up to ******* miles and 30 days after I purchased my vehicle the car broke down. I sent numerous amount of times for auto repair and they denied my claim. im stuck with a ****** car note with no working operation vehicle in good faith. I constantly asked for the dealer to replace my engine ect and they giving me empty promises and the run around. I was told to take it to Germain ******* and they did a full service check up to see what was the problem. I was told it was something with engine and HEADSTART refused to fix the issue and deny claim. these are unfair practices and I want justice .

  Business Response

  Date: 12/26/2024

  We were informed by the repair facility that the cause of failure was sludge buildup causing lack of lube to the engine. The repair facility informed us that they pulled off the valve cover and and found sludge which caused a oil restriction to the engine causing a lack of lube. Per the terms and conditions of the contract failures due to sludge and lack of lube are excluded. See attached contract about the aforementioned exclusions. Exclusions, #5.

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   
  

  Ohio Consumer Sales Practices Act (CSPA) - ORC Chapter 1345:
  Deceptive Acts or Practices: Under ORC *******, it is prohibited for suppliers to commit unfair or deceptive acts in consumer transactions. Failing to honor a warranty could be considered a deceptive practice. Ohio Attorney General
  Motor Vehicle Repairs or Services - OAC 109:4-3-13:
  Unauthorized Charges: According to OAC 109:4-3-13(C)(5), charging for repairs or services not authorized by the consumer is deemed deceptive. If a warrantor fails to perform agreed-upon repairs, this rule may apply. Ohio Revised Code
  Ohio Lemon Law - ORC 1345.72:
  Duty to Repair: Per ORC 1345.72(B), if a manufacturer or its authorized dealer cannot conform the vehicle to the warranty after a reasonable number of attempts, they must either replace the vehicle or refund the purchase price and incidental damages. This law primarily applies to new vehicles with persistent issues. Ohio Revised Code
  Vehicle Protection Product Warranties - ORC 3905.421:
  Warranty Obligations: ORC 3905.421(F) states that the sale of a vehicle protection product or issuance of its warranty constitutes a consumer transaction under the ***** The warrantor is considered the supplier, and the warranty holder is the consumer. Non-compliance with warranty terms may violate this provision. 
  

  Business Response

  Date: 12/27/2024

  We did not sell the contract. We are a third party administrator. If you are not happy with your contract purchase you need to contact the selling agency. We simply administrate the contract by the terms and conditions.

  Customer Answer

  Date: 12/27/2024

  I am rejecting this response because:   
  

  I was charged for this without a signature and I want reimbursed of 2,080.00 

   

  Business Response

  Date: 02/07/2025

  You purchased the contract from **************. Headstart Warranty Group is the third party Administrator. You contact Precise and they will handle the cancel. You can also email **************************************** to confirm cancel as well.
  

  Customer Answer

  Date: 02/07/2025

  I am rejecting this response because:   
  

  im over it ????

  Business Response

  Date: 02/07/2025

  That's how the contract is set up. We've given you all of the information and who to contact. It's a very simple process.
  

• Initial Complaint

  Date:12/13/2024

  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 auto warranty through CUVRD and it is managed by Headstart. Initially we tried to file a claim because the sunroof stopped working. They denied the claim because they would not cover the switch to the motor only the motor. We were annoyed but let it go. Months later the check engine light came on and we took the car to their approved facility. The shop broke down the car on December 4th and contacted the warranty company about coverage. They have come up with numerous excuses about delaying coverage. First it was an admin hold for non payment but then I proved it was on auto pay. Then it was because mileage proof was never submitted but we proved with a time stamp that it was done when we signed up. Then they said they needed and adjuster to look at the vehicle. He came out - did not drive it and they denied the claim saying it was driving fine. The shop explained they never drove it and it drives like s*** and had 14 repair codes, axl issues etc all on the claim. They now said we need to start over and pay to tear down the car again and do another claim for their error. They claim the axl etc was not on first claim and it was and the ship proved it. This has been 10 days and they are looking for reasons to deny. This is a scam! More details but out of room on this form

  Business Response

  Date: 12/17/2024

  It seems to be the unfortunate incident with the repair facility. They told the adjuster that there are 14 codes for the check engine light. When the inspector went to the facility there were no codes active. They told the inspector that the vehicle needed a timing chain. The repair facility had no tear down or diagnosis to show a failed timing chain. We are bound by the terms and conditions of the contract. With regards to starting miles. The miles on the contract you attached shows ******* miles even. These contracts are based on time & miles. The selling agency should have had you get the correct starting mileage before submitting a contract with guessed mileage. I have instructed the claims adjuster to expedite the adjudication of this claim.

• Initial Complaint

  Date:12/03/2024

  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 vehicle warranty throug Headstart Warranty Group. Unfortunately my 2007 ******** CTS had a problem with one of the cams. The repair facility never said that a bolt that had possibly backed out was the problem. I purchased the complete package wich was the best package and my claim was denied after I've been paying on this policy for atleast 5-6 months now.. I feel it's very unfair to consumer's that purchase these extended warranty policies are promised the sun and the moon, but when their vehicle has an unforseen event nothings done and we are basically givig away free money.Then they are not even in the building they have posted on the website..

  Business Response

  Date: 12/18/2024

  We are indeed at the address posted on the contract. We are a fully remote company. We have subleased some of the office space. Our new sign should be back up shortly. The new subleased tenants had our sign removed by mistake.  The issue at hand is the denial of the claim. We were informed by **** at ********************* that the bank one cam phaser bolt had backed out and damaged the camshaft actuator and possibly further damage. We assigned a third party independent inspector to confirm the cause & extent of damages. The inspector performed his inspection and indeed confirmed that the bank one intake camshaft retaining bolt had backed out and caused all damages present. SInce this is a legal and binding contreact we must adhere to the terms & conditions of the aforementioned failure. Per the contract, Exclusions - What is not covered - #**) Failures due to Nuts, Bolts, Hardware, Connections, Screws, Failure or Loosening of fasteners. Since the cause of failure was the bolt we cannot cover the failure nor any damages caused by said bolt. Furthermore this contract reflects that it has been cancelled.

  Customer Answer

  Date: 12/22/2024

  I am rejecting this response because:   

  Business Response

  Date: 12/23/2024

  I do not see a response other than rejection .We have established that nuts, bolts etc. are excluded. We have established the aforementioned information about the suite.

  Customer Answer

  Date: 12/23/2024

  I am rejecting this response because:   

  Due to the fact that I was told that the tupe of policy I had was supposed to be the best. I feel mislead and will pursue this matter in court after I consult with n attorney. To deny a claim due to a bolt thst is a major part of the csm phaser in wich is an internal part of the engine is ridiculous. If thats the case, consumer's are throwing money on these si called extended warranties because they won't cover major work. It cost me close to $6000.00 to have my car repaired out of pocket.

  Customer Answer

  Date: 12/23/2024

  Security stated that this company Headstart Warranty Group hasn't been in this building for atleast two years or more. It doesn't tskr two years to renovate a small office space..

• Initial Complaint

  Date:11/12/2024

  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.

  11/04/24; I have been paying this company sine August 2024; I went to use the service cannot get in touch with the the company to use the warranty that I purchased through Line 5. Kept calling Headstart Warranty to only speak with **************** was not able to get my car serviced due to a problem that they was covered with the contract. Was on hold for hours for an adjuster which nobody ever came on the line.

  Business Response

  Date: 11/12/2024

  If you are the customer you call ************ and speak to customer service. For Claims any repair facility can go through the online website for claims at ****************************** or call ************ option 3. We are running behind and we apologize. We had a few employees that are remote workers that were affected by the devastating hurricanes and flooding recently.

• Initial Complaint

  Date:10/23/2024

  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.

  We have had the warranty on our 2004 ******* Sebring since Oct 2023. On or around Sept 24, 2024 we filed our first claim. It took approximately 2 weeks to even get the claim approved when I was told 24 to 48 hours when I first started the warranty in 2023. We finally got the claim approved but as of today Oct 23, 2024 the claim has still not been paid to the mechanic shop. According to the mechanic they rejected it because the name was not filed correctly but it was filed in the same name when they approved the claim, then they needed some kind of tax paper and now they are just ghosting them and apparently me as well because I am currently on hold to speak to someone and have been for the past 25 mins. The worse part in all this is I was sent a link to repair pal to pick a mechanic from. The only mechanic on there in my area is the one they are refusing to pay so from now on my warranty is pretty useless because I doubt they will take my vehicle again after this.

  Business Response

  Date: 10/23/2024

  We apologize for the delay. We had some remote adjusters that were in the devastating hurricanes over the past few weeks. We are still playing catch up with claims. I do show however that the claim was paid 10-23-2024 with ****** at the repair facility.

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because:  According to Claim Authorization Summary [EAP00001435-1-0] $691.58 was approved to be paid. However a payment of $631.48 was all that was received. I have already paid my deductible and additional money that was not approved but I think the remaining amount that was approved should be paid. 

  Business Response

  Date: 10/28/2024

  That would be between you & the repair facility. The repair facility did not bill for the amount authorized. Refer to the notes below re: billing.

   

  1. WE AUTHORIZED ****** FOR R&R. REPAIR FACILITY ONLY INVOICED ******.
  
  2. WE AUTHORIZED ****** FOR A/C COMPRESSOR LABOR. REPAIR FACILITY ONLY INVOICED *****.
  
  SHORT *****.
  
  PAYMENT WILL BE FOR ******.

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because:   Again it says approved total $691.58 or the receipt that I was sent. 

  Approval Summary
  Parts Amount $441.58
  Labor Hours 2.8
  Labor Rate $125.00
  Labor Amount $350.00
  
  Components $791.58
  Tax $0.00
  Sub Total $791.58
  Deductible -$100.00
  Approved Total $691.58

  Business Response

  Date: 12/18/2024

  That was the authorization sheet that was indeed sent to the repair facility. The repair facility invoice/bill is different than the authorization we sent. You need to ask the repair facility why they did not charge the correct amounts on the invoice. 

  1. WE AUTH ****** FOR E&R. RF INVOICED ******.
  
  2. WE AUTH ****** FOR A/C COMPRESSOR LABOR. RF INVOICED *****.
  
  SHORT *****.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am making a public complaint to Headstart Warranty Group LLC, on 11-28-2024,Buy a Full Guarantee Policy from the **************************** For 60 months or ****** miles, at a cost of $3.265.00.30 payments of $110.97,for my car Chysler 300 limited,Year 2011, after making 10 automatic payments from my credit card, on the month 09-17-2024,you had to take the car to the Deler for lights,and the driver's window went down but did not go up, the warranty the Buying with #***** miles to Seller ***** ********,When I went to the workshop the car, had #-66930 miles, AUTO P I am making a public complaint to Headstart Warranty Group LLC, on 11-28-2024,Buy a Full Guarantee Policy from the **************************** For 60 months or ****** miles, at a cost of $3.265.00.30 payments of $110.97, for my car Chysler 300 limited,Year 2011, after making 10 automatic payments from my credit, on the month 09-17-2024, you had to take the car to the Deler lights on, and the driver's went window down but did not go up, the warranty the Buying with #***** miles to Seller ***** ********,When I went to the workshop the car, had #-66930,premier auto protec,sell policy for Headstart Warranty Group llc,they sell three policies, #1-Basica,#-2 la Valve,#-3 the Complete,which is the premium, which covers all mechanical and electric arrangements, does not cover tires, drums, wiper blades, no brake pads, no oil change, no maintenance,today 09-26-2024,this Company does not meet me. has covered the arrangements in the Deler, the car from 09-17-2024 in the workshop ***********************,LA DIRECTION *********************************,TEF: ************,That is, I have been dies 10 without a car,Being a patient with disability since 2021, product of a head and neck cancer with lung metastasis, stadium 4, this has greatly displeased me, after making thousands of calls to the two companies mentioned, today Mrs. ******** told me, that they did not sell the policy, that the guilty is PREMIER AUTO PROTECT, I no lon

  Business Response

  Date: 09/27/2024

  We are bound to the terms and conditions of the service contract. We indeed did not sell the contract, we are a third party administration company. We authorized both engine mounts, both front lower control arms and both front tension arms. We denied a left front wheel speed sensor, left front window master switch, timing cover gasket and rear main seal as all not listed/not covered. I've included the contract copy for reference

  Customer Answer

  Date: 10/29/2024

  Hello my name is ****** ********* I am trying to get the Headstart Warranty Group *********** to fix my car and give me a refund of $ ****** that I had to pay to the BOMNIN ***** workshop, my deductible is $ 100 dollars it is my responsibility, the Headstart Warranty Group Company refused to make my repairs, when I bought the best warranty policy, which covered everything except tires, brake pads, wiper blades, oil change or maintenance, everything else was covered, that was what the **************************** told me, my contract number # -PAPO00068763, I started with # ***** Miles on 11-28-2023, after making 11 payments on my automatic credit card, I entered the workshop with # ****** Miles on 09-17-2024, I need to fix my car and the refund of $******, which they refused to pay, I need help, I am a head and neck cancer patient since 2021, I am with lung metastasis,

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Repair

  
  

  Business Response

  Date: 10/29/2024

  The claim was paid to Bomnin Chrysler Dodge Jeep Ram for *******. There are items on the repair order that are not covered like fees and taxes. *************************** has explained that.

  Customer Answer

  Date: 12/09/2024

  Please see additional information provided by the consumer 

  Business Response

  Date: 12/10/2024

  We have covered everything we can by the contract. We are legally obligated to go by the terms and conditions of the contract. We cannot cover items that are specifically excluded.

• Initial Complaint

  Date:09/26/2024

  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.

  The are the worst company to make a claim with to get the car repaired I been waiting for 7 Days to get a claim throw for a repair they ***t open on the weekend and then Monday made a claim and the day is Thursday and still happen hear from been to the give the shop the ok I no the doing this so they wont have to pay for the consumers claims so the can keep making the money off the consumer and this is so mad business for them anybody the get a worry thru empire warranty group *** go with them they are the worst in get your car repaired and any other company that uses the third party bills by head start group that do the claim the use them to no put tout the claim for you to pay out of pocket so the wont have to pay for anything so the could make a lot money off the consumer the are a bad bad business to no use them they no good they off a good warranty but once you go with them they are bad I two car in the warranty and one car I never use them but I going to cancel on that car you car stop work and them the warranty stop working cant get the claim to go through for the repair it been 7 days in a he for day waiting on the claim to be approved for just a brake booster approved they are full it I call wveryday and the lie so much Im still today waiting on a manager to call me back now they lie so much and ***t get nothing do but the do take the money on time never late on that

  Business Response

  Date: 10/10/2024

  I have spoken to the Claims department and there is no claim on file. You can have the repair facility contact us at 888-964-1899 or submit a claim via the website at headstartwarrantygroup.com

• Initial Complaint

  Date:09/15/2024

  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'm filling this complaint out for my mother. She originally called this company 05/15/2024 because she thought it was the one she had signed up with at the auto dealership. The person did not clarify that this would be a secondary warranty program, in addition to the one she had. That phone call got cut off and she did not believe anything went through because the person never called her back to confirm anything and this was not the original plan she had from the dealership. Because of when her credit card statement closes, she did not see an odd charge until she was paying her July statement. She then had to call *****, and ***** gave her Head Start Warranty's number. She called them on August 28th, to get clarification, that person said a policy book with the plan details had been mailed out in May. My mother never received this book. It got reprinted and arrived a few days ago. On that phone call the person was deceptive and not fully forth coming with the policy plan information, she said she could get 2 oil changes, brakes, etc as part of the maintenance plan, but never mentioned this was not for the duration of the plan, just a 14-month window. The car did need some work the last wknd of May, but Mom never knew she had this plan, so the person told her that all she had to do was submit the receipts for coverage, never mentioning that there needs to be a prior authorization and a waiting period of 30 days and 1000 miles. She falsely implied that that work would be covered, when there would have been no prior auth, only 15 days had passed and less then 1000 miles driven, essentially misrepresenting the plan. Without receiving the policy book, there was no way she could have known all the details of this plan and understood this was not the same company and followed their cancellation policy. Because this company's own representatives were not forth coming with correct information, either time she contacted them, she has been financially taken advantage of.

  Customer Answer

  Date: 09/20/2024

  To add to the prior complaint:

  1) When my mom received her policy book from the phone call on the 28th of August, because she never got the original one, they have no email on file, if they send a receipt via email, she would have not be able to receive it and know the transaction went through, since their phone call was cut off and the woman did not call her back, to finish the transaction or ask her if she had any additional questions.

  2) Also on the phone call of the 28th, the lady told us my mother could not submit a claim and then cancel the policy if she wanted to because she in essence would be bad customer. 

  Customer Answer

  Date: 09/20/2024

  In case the question comes up if when the called was cut off why didn't my mom try to get back in touch with the company, if they didn't call her back. She did try to call the company back but it was a busy tone and she was late for an appt. 

  Business Response

  Date: 03/11/2025

  Headstart Warranty Group did not sell this contract. Headstart is listed as the third party administration company only. It appears that she purchased the aforementioned service contract from Palisade Protection Group.  That would be the contact. I show the contract is cancelled on our side.
  

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:  Timeliness in response to original complaint is atrocious, but is par for the course for the any company who is part warranty contract. I dont expect to get an answer before Sept of this year.

  I did not pull your company's name out of thin air. It is the most prominently displayed. Run around as to who to call to cancel contract. 

  Eventually was able to contact ********* to cancel contract. They were not forth coming and deceptive in how to cancel contract and they were delinquent in provided proper reimbursement. Took advantage of a senior citizen. I had to call back at least 5 times to be told something new had to be done. I could not get a straight answer. They dragged the return out beyond, what they promised they would do.

   

  ANY COMPANY HAVING ANYTHING TO DO WITH THIS WARRANTY AND POLICY, 3RD PARTY OR NOT, NEEDS TO BE HELD TO A HIGHER STANDARD. AND PREFERABLY SHUT DOWN AND PROVIDE MONETRAY COMPENSATION FOR ALL THE DECPTION DISHONEST SLIGHT OF HAND TRICKS.

  Business Response

  Date: 03/14/2025

  We do not sell contracts, again we are a 3rd party administration company. It seems your issue was with the selling agency.
  

• Initial Complaint

  Date:08/31/2024

  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.

  This company I learned about was responsible for handling claims for Premier Auto Protect, * you deal with 3 companies not one) They have been putting me off and not calling me back, asking for supervisors- I get my claim denied, after a month of asking what they needed and then telling me all was done and they denied after a month with no explanation but some answer that is one they are making up due to them clearly not ever paying claims- this is a MAJOR issues that I took my car in when it started happening after I drove on a longer trip.. Took forever initially to get anyone to help me, after multiple,e phone calls, this company was clearly not ever going to approve the claim and left me waiting and paying now over 1200 in rental cars fees, I have paid over 1300 to date for the warranty that seems to have just given me a false sense of security- I owe still over 9k for my car and now the shop tells me this would cost me over 7k to put a used engine in the car- I was told this would cover anything like this- I got my oil changes and gave them records that were not in ******, they kept saying that Premier never sent them records- which they kept telling me over and over they did

  Business Response

  Date: 09/03/2024

  We have asked for another ********* to inspect the vehicle. We would like to give you the benefit of the doubt. The first ********* stated the failure was due to sludge which is excluded. We have asked that this ********* be expedited.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   It is not a solution but they are just listing something so I have to accept or reject-   I will accept they are getting this looked at again, I will not accept nothing being done about it!   I have read so many reviews from people that the same things were done on-   I will not stop at them denying the claim-    AGAIN-  due to their delays, I have paid 1200 in rental car fees, and will have to pay another 300 on Friday of this week-  making that 1500-     This company has cost me almost 3000-  FOR NOTHING!   The POLICY and the rental car fees-   I could of made plans, far before now!   

  Business Response

  Date: 09/04/2024

  We are working to resolving the claim as soon as possible. I've been in contact with the claims department and apologize for any inconvenience.

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:    I not accepting any response until I have an actual answer about this so I know what step to take next

  Customer Answer

  Date: 10/18/2024

  I am still looking for explanations or why they took so long and made me pay for a rental car for 6 weeks- because of the length of time that it took to get this taken care of-  you only pay for 6 days of Rental Car-  but you took over 5 weeks to even get the approval, and then you did not pay the full repair cost, you decided to only pay what you wanted to- in addition to the rental car that I paid for 6 weeks-  I will not be ending this or dropping this until I feel you have been fair-  I will take this legally or to every single review site I can find to tell my story!  

• Initial Complaint

  Date:07/01/2024

  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.

  Hello, on February 17, I bought a vehicle in installments from a Motorhub, the information of which I shared in the attachments, and in case there was any problem with my vehicle, I got a warranty from the company whose information I gave you against mechanical errors. I made this payment even though I was in a very difficult situation. I had a problem, the information of which I shared below. However, the company refuses to pay me, citing various excuses. I'm waiting for your help. Below is the email I sent to them.Hello Dear Official,I bought my vehicle from the dealer named Motorhub on February 17, 2024 and the warranty was made by you. My vehicle's information and warranty status are attached. On Thursday, May 23, both the engine malfunction light and the DEF light came on (even though there was DEF fluid) on the dash. So I contacted Motorhub and they directed me to the site called repair pal and I left the vehicle to *******************************, the service manager at ELITE ************* with which you have an agreement. However, when we contacted ****** on Friday afternoon, he said that they could not repair the vehicle and that we should take it to the authorized ***************** service (you can also ask ******... his business card and the errors they detected are also attached). So I took the vehicle from there and took it to QUALITY SPRINTER SERVICE. On Saturday they said the DEF metering valve was faulty and needed to be replaced. I told him to do what is necessary.Accordingly, an invoice of $751.34 was issued. Invoice information is attached. I made the necessary payment and picked up my vehicle from the service. Payment information is also attached. By the way, I distribute medicine through my vehicle. I couldn't work on Friday because my car was broken. Accordingly, I request that $751.34 and $236 of my earnings for a day when I could not work, i.e. a total of ******, be paid to me.

  Business Response

  Date: 07/01/2024

  We have reviewed your claim, contract and complaint. Regrettably the repairs on the vehicle were performed without authorization. This is a breach of the terms & conditions of the service contract. By your own admission the repairs were ok'd and performed. You paid for the repairs and left. That's not permitted to be covered by service contract. Please refer to page 2, large red letters at the top. Please refer to page 5 #** in exclusions. We have attached the terms & conditions and a copy of your email for reference.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because:   It is impossible for me to accept this answer. They sent you the correspondence dated June 23. I am sending you their e-mail dated June 24 and my reply as attachment. As I said in this e-mail, I took the vehicle to their contracted service. Again, it is not my responsibility to report the problem. I did my part. However, exactly one day later, the service told me that it could not be done and that I should take it to the sprinter service. When I received the vehicle, I had the right to start it only 5 times. The vehicle's problem had to be identified and the malfunction resolved as soon as possible. Because this malfunction meant that the engine locked itself. Also, I couldn't work for 1 day and I lost my job. In the e-mail, they claim that the faulty metering valve was not included in the contract. However, I did not see this in the contract. Also, during our phone call with the warranty service, I requested the contract from them, but they did not give it to me. The warranty company gives two excuses for not paying. 1 - They say no news was given. I repeat, IT IS NOT MY RESPONSIBILITY to report. As I told them, I give an example: a person has a traffic accident and is taken into emergency surgery. The person has health insurance. Is it possible for the person to call? IS THAT POSSIBLE? Also, if I had not had the vehicle urgently intervened, the engine would have locked up. This would cost at least 5 or 6 thousand dollars. Instead of praying for me, they are making excuses not to pay the $752. 2- They say the metering valve is not included in the contract. NOW I UNDERSTAND WHY THEY DID NOT SEND THE CONTRACT TO ME. BECAUSE THERE IS NO SUCH THING WRITTEN IN THE CONTRACT. As a result, this warranty company takes the money from me. However, when it gives a refund, it makes various excuses and does not give me the money I am entitled to. He's literally deceiving me. I hope to get it back with your help. I haven't worked for a day anyway so I gave up ($250) but I want at least the $752 I paid to the mechanical service. This money is my right to the end.

  Business Response

  Date: 07/08/2024

  As we've stated these repairs were performed without authorization. This is excluded and cannot be afforded coverage. We cannot assist, this matter is closed.

  Customer Answer

  Date: 07/08/2024

  This issue may be closed for them. But it didn't close for me. Dear BBB official, I say it again: This business is definitely a business that does not help its customers, deceives and deceives its customers, and makes all kinds of excuses not to pay. I say again, after all, there was a malfunction in my vehicle. If you don't believe me, you can ask the contracted service. Again, it is not my responsibility to report the problem with the vehicle. Dear BBB official, I do not expect an answer from them anymore. Because they will make excuses again. I respectfully request that you evaluate the situation impartially and impose the necessary sanctions on this company. Thanks.

  Customer Answer

  Date: 07/10/2024

  I am rejecting this response because:   This issue may be closed for them. But it didn't close for me. Dear BBB official, I say it again: This business is definitely a business that does not help its customers, deceives and deceives its customers, and makes all kinds of excuses not to pay. I say again, after all, there was a malfunction in my vehicle. If you don't believe me, you can ask the contracted service. Again, it is not my responsibility to report the problem with the vehicle. Dear BBB official, I do not expect an answer from them anymore. Because they will make excuses again. I respectfully request that you evaluate the situation impartially and impose the necessary sanctions on this company. Thanks.

  Business Response

  Date: 08/23/2024

  Your system will not accept the entire contract. I tried numerous times to upload all pages and it will not allow the entire contract to be uploaded

  Business Response

  Date: 09/04/2024

  Contract uploaded. The contract excludes emission items, this is a DPF metering valve which is excluded under emissions.

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:   I definitely do not accept the response of the business. As I said before, this is not a metering valve problem but a mechanical problem. Because there was a risk of the car engine locking up. This is a complete error of interpretation by the business. However, if the business pays me the money I paid for my car's failure, I can think that they are well-intentioned. Otherwise, I never accept it.