Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/24/2024

  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.

  A claim was put in for a repair, by the Dealership to my warranty company. It included the amount as well. To my surprise, it was denied. When I called the warranty company, I was told It was denied due to me retrieving my vehicle back.I told them that didn't make any sense. And you guys fail to communicate in a timely manner back, to the Dealership for approval... your only lines of communication with a Dealership is by email, and you will not speak to them directly. I also told them when I purchased. the warranty you guys fell to disclose how this process will work. After speaking to a supervisor by the name of ****. He said, " he would speak to underwriting to see if they could overturn the decision". **** called me back, he stated that only one repair was approved out of two. I asked," why wasn't the other one approved"? He said,"he didn't know". However, the amount of the repair costs around a $1090 and they only approved half of the amount. This process is very overwhelming. I am trying to prevent further damage from happening to my vehicle. This process to place a claim was not disclosed. They never mentioned to me at all that. I WOULD NOT be able to go Shop or dealership to repair my vehicle of choice. Also, I have never experience a warrant company that finds prices of parts and labor and tell another company...this is what they're only gonna pay for. They should know that everyone has different prices. However, they have definitely breached the contract. Consumer to Business, they are supposed to disclose all information up front. They are very misleading. I would like my money back actually to sign up with another warranty company, And also have the repair fixed that was approved. If I go to another warranty compant, with an existing problem... it won't get fixed and I feel as though. Under this contract, they should be obligated to fix it. I'm trying to stop other damages from happening this claim was placed May 12th 2024 Thank you I hope you can help

  Business Response

  Date: 05/29/2024

  We can understand your concerns on how the claim wasnt up to your satisfaction. Our claims arent just done via email, we are inbound call center with operation hours from 8am-6pm CST with live adjusters ready to assist the repair facility with the option of submitting claims via our website. The website has detailed instructions on how to file a claim with our phone extensions present if further assistance was needed.  Our management team did receive your request for a call back and completed the call and explained the reasoning for the initial claim denial and explained the process of filing a claim. It was understood that the failure was caused by being driven with active know failure based on the customer interview conducted.  The claim was revisited resulting in the axle being overturned. The denial for the harness was explained in detail as the level of coverage selected is complete coverage, which lists the items eligible for coverage. Harness or harness repairs not being one of them. Lastly this contract does have provisions for the use of like kind and quality parts which meet or exceed the manufacturer's specifications. This vehicle has parts readily available both from the Oem and the aftermarket segment where the claim was set with a Napa option with a lifetime warranty and located near the repair facility. To close, we apologize if your selling agency didnt provide a copy of the coverage terms and explain the details of coverage as this contract isnt an extension of the factory warranty. HSWG is the Administrator for multiple products and contracts which are all slightly different, The claim was adjudicated based on the level of coverage selected and its terms.
  

• Initial Complaint

  Date:04/30/2024

  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 am writing on behalf of my elderly uncle, ***************************, who has been victimized by 2 companies, Auto Defender and Headstart Warranty Group. They convinced my uncle through a phone call to give them his bank account number to collect payment for an expired warranty for his car. On February 9, 2024, Auto Defender took $45.00 from his checking account. On February 9, 23, MEPCO took out $195.54 from My uncle's checking account. Then, February 29, 2024, Ultimate Auto Protection took $1,500 from his checking account. I asked for ******************** to help with this and MEPCO sent me a response that I have attached. The letter from MEPCO states that my uncle, whose name is misspelled on the letter as, ******************, should contact Auto Defender and Headstart. I plan on contacting these companies and asking for a full refund of $1740.45. This is a SCAM and a CRIME against the elderly!

  Business Response

  Date: 05/14/2024

  We have received and reviewed the complaint from the customer. We are a third party administer for the customer's service agreement . We have reviewed the cancellation request and details. There was one valid payment made by the customer to ***** on 02/23/2024. We have requested that Mepco refund all valid payments to the agreement holder.  We have also reached out numerous time to our contact at Auto Defender  ********************* for their assistance in this matter.  We have explained to Auto Defender that in good faith they must return any monies received back to the customer. We encourage te customer reach out to Auto Defender for the return of monies paid.    

• Initial Complaint

  Date:04/29/2024

  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.

  Purchased their extended warranty through Eagle Vision RV dealer. Sent cancellation form to Eagle Vision RV April 3rd 2024, which was not forwarded to Headstart Warranty Group. Have had no follow up from Eagle Vision RV. Contacted Headstart Warranty Group 04/23/2024 and found out cancellation form was not submitted. Sent form to Headstart and they forwarded to Eagle Vision. Still no contact from Eagle Vision. Followed up with Headstart and they said it had to be cancelled through dealer. I explained that dealer is not responding. Contacted Headstart again 4/29/2024 and ***** said they have not received the form from Eagle Vision. She said she would send again and follow up with Eagle Vision. It has almost been a month and nothing has happened with the cancellation of the warranty and balance refunded.

  Business Response

  Date: 04/29/2024

  After review of this issue. We agree that this is an issue with Eagle Vision. We have forwarded all of this information along with your complaint to Eagle Vision. Regrettably we are at their mercy since they are the selling agency.

  Customer Answer

  Date: 04/29/2024

  I am rejecting this response because:   You issued this policy. Eagle vision is only the sales agent. They are not in business or not responding to emails and phone messages to resolve this issue. Headstart Warranty should be able to cancel the service contract and issue us a refund. Headstart is hiding behind Eagle Vision, they have a copy of the cancellation form and should take action to correct the problem. Headstart is saying if Eagle Vision never gets back to us the policy cannot be cancelled??? That's a load.

  Business Response

  Date: 04/29/2024

  Eagle Vision is the selling agency. Headstart Warranty Group is a 3rd party administration Company. We have our COO reaching out to Eagle Vision as well. 

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response because:   I will wait a few days for you to not get any response back from Eagle Vision and will then expect you to cancel the warranty and refund as of 4/3/2024. Either way the warranty should be cancelled and refunded.

  Business Response

  Date: 05/14/2024

  Hello, We have reached out to Eagle Vision in regards to the customer's cancellation refund. We have issued our portion of the cancel refund to Eagle Vision. The customer must contact **********************; ********************** for their cancel refund, as soon as possible. 

  Customer Answer

  Date: 06/05/2024

  Have Emailed **** copy of cancellation form and requested check

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Denied my claim and continue to refuse to give me anything in writing as to why. I have made several requests for a supervisor and they have all been ignored.They are trying to justify the denial as normal Wear and tear, but that's not the case and they know it. That's why they refuse to give me something in writing.it clearly states "which have not sustained a break down ". The adjuster claim out 3 times and clearly knows the car broke down!!!

  Business Response

  Date: 04/23/2024

  I have reviewed the claim and inspection. I apologize for the inconvenience and delay in getting your letter. I do show that you now have one. If that's not correct i've added one.

  Customer Answer

  Date: 04/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/09/2024

  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 have an extended warranty through Headstart Warranty Group and my attached claim was denied due to having a cold air intake. The *** was added prior to the warranty being purchased and was disclosed when I purchased the extended warranty. If I had known that there was no benefit whatsoever of having this warranty I never would have purchased it. I have been paying $104.38 since September 2023 plus a down payment charge of $195.00. The denied claim has resulted in a repair invoice of over $4,000. Since I was intentionally misled by Headstart Warranty Group and their sales affiliate, Empire Auto Protect, I am requesting all charges be returned to me including the down payment.

  Business Response

  Date: 04/23/2024

  I have reviewed the claim and inspection report. The vehicle has oversized tires, a lift kit, aftermarket front bumper, offroad lights, cold air intake. Regrettably since Headstart Warranty Group is a third party administration company we did not sell the contract and we were unaware of said modifications when we started the claim. There is the optional surcharge for lift kit and oversized tires. I do show currently that the contract is cancelled. We have to go by the contract since it's a legal & binding contract.

• Initial Complaint

  Date:03/27/2024

  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 business is a SCAM. Dont buy a warranty for your car thru them because they will never come out to look at it so it can be fixed so now Im having to pay out of pocket after waiting for them to come to my mechanics shop and look at it and ok the work to be done on it for the last month. Ive not been able to go to work or nothing because these guys pay for the work to be done on ur vehicle. They push it out and say theres a 3rd party that comes out to look at the car and well they still havent been out to look at it so now Im having to pay for it after paying them for my warranty so dont waist ur money on this place their a joke

  Business Response

  Date: 04/01/2024

  We show an approved claim for an oil filer housing gasket. If there are more repairs that we are unaware of please let us know ASAP.

• Initial Complaint

  Date:02/07/2024

  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.

  We purchased this extended warranty on our **** ****** *** **** **** *********. We were on an extended trip this past summer and the transmission went out, which is covered by the policy. I called them on the date of the occurrence, my phone records show that I was on the phone with them for 1/2 hour. They are saying I never called and received prior authorization. I DID! We were also to be reimbursed any expenses that we incurred while the vehicle was broken down. We did not charge for food or fuel, we would have had those expenses anyway, but we did include the hotel in the breakdown (see attached information). I contacted the Idaho Insurance Division and they helped get partial payment (Headstart had ignored me from 10/4 forward; no responses whatsoever!) We firmly believe that we are entitled to $7,200.72 more in reimbursement. I am attaching all of the information that I can to this claim for your information. Please feel free to contact me at any time with questions or clarification.
  
  Thank you.

  Business Response

  Date: 02/07/2024

  It was determined by multiple agencies along with Headstart that you did not receive pre-authorization for any repairs. Headstart Warranty Group forwarded all recorded calls to said multiple agencies. You were granted a one time exception reimbursement for the said failed part. Your contract also does not cover hotel/motel expenses, travel expenses. This claim has been examined by numerous agencies and you've been reimbursed for said expenses. There is nothing further that can be paid on this claim.

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   As you can see from the coversheet for the agreement, we chose the Consequential Damages coverage (an additional cost of $350), which covers hotel expenses and any expenses incurred related to the breakdown.  We would not have had to stay in a hotel if the RV had not broken down.  We would not have had to incur the cost to fly back to Springfield, Missouri to retrieve the RV, but not for the breakdown.  We firmly believe, and were told by the salesman, William ******* *****, that this would be covered.  They are also saying I didn't get prior authorization.  I reiterate that I did contact them and followed their directions explicitly.  They say they listened to the recording; I do not believe them.  If they did, they would see that I did exactly what I was told to do. You already have the phone record that shows my call.  When I contacted them to submit the claim, they said there were no notes in our file that I had called.  Clearly, I did call.  That's on them; not our fault! 

  Business Response

  Date: 02/13/2024

  We have submitted this file to the State of Idaho Department of Insurance. We have submitted the file to the underwriter. Headstart Warranty Group also reviewed the file. All calls were forwarded to the State of Idaho, all call were forwarded to the Underwriter. If you do not believe that, i am sorry but all of the above aforementioned have heard the calls. All of the above aforementioned have reviewed the entire claims file. Nothing further can/nor will be paid on this. With regards to the Consequential Loss Coverage you need to refer to said contract definitions.The Consequential refers to parts. There is not a benefit on this contract for hotel/meals/airfare etc. I have included it below for reference and included the contract as well. Regrettably you did not obtain prior authorization for repairs. Again, this file has been reviewed by numerous agencies. The matter is closed. There can be no more monies afforded on this claim.

   

  Consequential Loss Coverage: In the event You selected and purchased the Consequential Loss Coverage option, as shown on
  the Declaration Page of this Agreement, We will provide coverage for the repair of a Covered Part if the failure of the Covered Part
  was caused by the action or inaction of a non-covered part.

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:   If what they are saying is true, which I do not believe, we were flat out lied to up front.  I guess the next step will be a lawsuit.  We don’t want that route, but Billy ******** will need to get involved in this.  Obviously, we are getting now where at this point.

• Initial Complaint

  Date:01/15/2024

  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.

  When I signed up for the warranty I was not aware that I should have current nor passed records of my vehicle that wasnt mentioned not even 1 time .The only thing that was mentioned was if the vehicle was a leisure vehicle in which I said leisure then they told me about the prices . Telling me it was in the contract is very very wrong because that was critical information that was supposed to be given to me verbally and make me understand what I would need in the future for any repairs This is a fraudulent practice to get people to sign up take their money with no service rendered. The shop that serviced my truck confirmed all the services that they have done on the vehicle and they even called them to rectify any miscommunications After they spoke to the shop they realized that I might have a case so they changed their mind and they told me that I wont be needing the service documentations anymore and ordered me to approve a tear down of the engine with the Cadillac shop that would cost me at least $3500 .I spoke to the advisor at Cadillacs she advised me that they dont know for sure that the car was overheated and even with a tear down its not guaranteed to find the issues. They do have a lot of negative complaints online from customers for same issues

  Business Response

  Date: 01/17/2024

  I have reviewed the complaint and have some information to clear this up. Headstart Warranty Group is not the selling agency for this contract. We are a third party administration company.The selling agency in this case was *******************.  We must follow the contract as it's a legal binding contract. In the contract on page 5 under Agreement Holder Responsibilities, it states You are required to follow the maintenance guidelines as recommended by the manufacturer. Furthermore under letter e. it states - Furnish the authorized Repair Facility with receipts evidencing the continuation of service requirements. The contract also states under Exclusions - What Is Not Covered #6. any failure due to overheat. Again this is a legal binding contract that we must abide by.

  Business Response

  Date: 01/19/2024

  I have reviewed the complaint and have some information to clear this up. Headstart Warranty Group is not the selling agency for this contract. We are a third party administration company.The selling agency in this case was *******************.  We must follow the contract as it's a legal binding contract. In the contract on page 5 under Agreement Holder Responsibilities, it states You are required to follow the maintenance guidelines as recommended by the manufacturer. Furthermore under letter e. it states - Furnish the authorized Repair Facility with receipts evidencing the continuation of service requirements. The contract also states under Exclusions - What Is Not Covered #6. any failure due to overheat. Again this is a legal binding contract that we must abide by.

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because:   Headstart is the company thats investigating the claim I provided you with maintenance receipts and also the owner of the shop that maintains the truck also spoke to you in regards of any miscommunication or misunderstanding of the documents. Your agent called me advising me that they no longer needed the maintenance documents and that now I needed to pay the dealer $2500 to do a tear down of the engine  to prove  that it wasnt overheated and I was advised that even with a tear downn its not guaranteed that it would show sign of overheating. The vehicle has never been overheated I dont know how they came up with this diagnosis as far as I know nothing like that happened. 

  Business Response

  Date: 01/25/2024

  With regards to maintenance i see via Carfax that some maintenance is available to view. About the teardown, per the contract on page 5 letter h. NOTE: You are responsible for authorizing inspection or teardown of Your Vehicle by the Repair Facility to determine the cause of Failure. If the Failure is not covered under this Agreement, You will be responsible for these costs. That being said, we are looking to assist in every way possible. I would have the service advisor to ask their technician what he suspects the cause of failure is. Maybe they do not have to completely teardown the engine. Maybe the technician could use a borescope to see any damages. We have to go by the terms and conditions of the contract.

  Customer Answer

  Date: 01/25/2024

  I am rejecting this response because I cannot afford to pay for a tear down .My vehicle has been there for almost a month we need to come to some kind of understanding and resolution that makes sense . To my knowledge the vehicle has never  been overheated so you guys are looking for something thats not there in order for you to deny repairs thats really not fair to me as a consumer .

  Customer Answer

  Date: 02/06/2024

  Im still waiting for a response because the dealer is going to charge me a storage fee for the vehicle 

  Customer Answer

  Date: 02/06/2024

  Im still waiting for a response because the dealer is going to charge me a storage fee for the vehicle 

  Business Response

  Date: 02/12/2024

  The information with regards to claim adjudication needs to come from Headstart. You cannot adjudicate claims through the BBB.

  Business Response

  Date: 02/27/2024

  Page 5 Under agreement Holder Responsibilities lists how to file a claim. The BBB does not adjudicate claims. The contract holder is complaining through the BBB instead of contacting Headstart Warranty Group. Headstart Warranty Group administrates claims not the BBB. The contract holder can contact the BBB however the BBB is not an adjudication company. The BBB is a dispute resolution company.

  Business Response

  Date: 02/28/2024

  Contract attached. Sorry, for some reason it's not attaching.

  Business Response

  Date: 02/28/2024

  I see, it's too large. I cut down the ending

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because:   That was never mentioned to me nor do I have any documentation that says so . I dont see my signature on that document either . When I try to call you guys to report my dissatisfaction when it comes to my claim all you guys do is talk over me ,be rude and barely return phone calls 

  Business Response

  Date: 03/07/2024

  With regards to the signature on thr contract you would need to contact the agency that you purchased it from. We are simply the administrator. Any questions to the contract can be located in the contract. I would also suggest asking for *********************** as he is the Claims Manager. 

• Initial Complaint

  Date:12/17/2023

  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.

  Purchased vehicle service agreement exclusionary coverage on July 28, 2023, from Premier Auto Group.Purchase price of $2268.00 for $90.72 per month for 2 yrs, with 3 yrs of coverage after that. With $100.00 deductible.An agent by the name of *************** the coverage to me over the phone. He read a list of SURCHARGE/OPTIONS. There are 9 choices on this list, including 4wheel **************** ****************** Component, Diesel Engine and 6 in lift or 4 in drop. I already knew that the *** # identified the truck as being a diesel w/ 4wheel Dr. * ***** and the only other thing that applied was a 6 in lift. So I said it does have a lift on it. *** said ok. That was the end of it. I did not ask for coverage on the lift and when I got the agreement in the mail the lift was not marked on the list.During the waiting period on the agreement my check engine light came on. I waited until the period was over and took it to my mechanic to run a diagnostic/ estimate on 10/23/23. It took 3 weeks for the mechanic to get the claim submitted because headstart warranty group would leave him on hold for as much as 45mins at a time. Finally got the claim submitted, waited more time, then waited more time for an inspection of the truck by a third party on Nov. 28 2023, which I had to force to happen with numerous phone calls. THEN THE CLAIM WAS DENIED DUE TO THERE BEING A LIFT ON THE TRUCK!Never not once was it explained to me that if I didn't pay more for coverage of the lift that nothing on the truck would be fixed! Even if the repairs do not have any thing to do with the lift.I have argued with Premier until they apologized saying there was a misunderstanding and they would give me coverage on the lift, but that the claims department has to reevaluate the claim. Now it is Dec. 17, 23 * I am still waiting! This has been the worst experience of my life! I have been lied to and given the run around so this company can continue to draw payments from my bank account.

  Business Response

  Date: 01/02/2024

  This claim was paid on 12-26-23 for $ ******* to ****** at the repair facility.

• Initial Complaint

  Date:12/06/2023

  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.

  Having purchased this warranty and being told that it would be five star service, I wish to tell you that your company, the people working for you, and the entire group as a whole is nothing but a bunch of thieves masquerading as a legitimate or real insurance company! I paid for the warranty on the same day that the paperwork was done for purchasing the car. In fact two separate wires went out from my bank, one for the car and one for the warranty, on the same day! This therefore makes the warranty start from day one of ownership. Having developed a coolant leak on the top of the turbos, I made an appointment to bring the car in, paid the $300 deductible for the claim directly to *******************. After sitting and waiting for approval from Headstart Warranty Group for an entire week, the dealership finally got a return voicemail stating that the claim was being denied due to a waiting period in effect. There was no waiting period on the contract I purchased, because it was bought with the car on the same day. ******** and HWG representative agreed that the warranty started on the same day the car was paid for. Was told to resubmit the claim and should be fixed. Another two days go by and ask the service rep for an update, claim was now being denied for problem being pre-existing condition. $500 repair with a $300 deductible, yet the claim was denied three times. Cancel the policy and issue me the full refund minus the $50.00 fee for handling the paperwork. Three separate claims were submitted to your company, with the third one being submitted by myself and listing each reason that your denial is wrong according to the wording and rules created by YOUR COMPANY! I have never received a call back from anyone letting me know what the outcome of the third claim was, never even received a statement that my claim was ever received! Sincerely,*******************************

  Business Response

  Date: 12/07/2023

  *** first and only claim called in was denied in error for waiting period. Once the error was discovered the claim was reopened and it was discovered that the turbo cooling lines and valve cover gasket were preexisting. It's not possible to have this amount of leakage and issues in only 224 miles. *** claims adjuster contacted the repair facility. With regards to canceling the contract please contact where you purchased the vehicle and contract from to cancel the contract. We are a third party administration company. We must abide by the terms & conditions of the contract. *** contract states under section I. #**. Pre-Existing condition is a condition that existed prior to the agreement purchase date. Per section IV. Exclusions - Pre-existing condition is excluded. Please contact your selling dealer and explain that you wish to cancel to obtain a full refund. We apologize for your displeasure. I have also instructed the customer service department to follow up as well.

  Customer Answer

  Date: 03/07/2024

  This warranty was sold to me as being as good as my other warranties I had purchased on my used vehicles. However it was not the case. I cancelled the warranty within 30 days and have sent numerous emails to the dealership, the warranty administrator, the salesman and everyone says it's someone elses problem, and they aren't the ones to issue the refund check. All supporting documentation is attached.

  Refund; Its been 90 days since cancelling the warranty. The contract states that a 10% penalty is added to each month that the refund is not paid out. The warranty was cancelled within the first 30 days. Since that date 90 days total have passed.

  Customer Answer

  Date: 03/07/2024

  This warranty was sold to me as being as good as my other warranties I had purchased on my used vehicles. However it was not the case. I cancelled the warranty within 30 days and have sent numerous emails to the dealership, the warranty adminstrator, the salesman and everyone says it's someone elses problem, and they aren't the ones to issue the refund check. All supporting documentation is attached.

  Customer Answer

  Date: 03/07/2024

  Desired Settlement: Other (requires explanation)
  Refund; Its been 90 days since cancelling the warranty. The contract states that a 10% penalty is added to each month that the refund is not paid out. The warranty was cancelled within the first 30 days. Since that date 90 days total have passed.

  Business Response

  Date: 03/26/2024

  We've reached out to the agent and we're waiting for the agent to
  respond.  We have canceled the agreement as of 01/19/2024 on our side
  and attempted contact with the dealer multiple times. We have reached
  out to the dealer's agent to help inquire as to why they have not
  canceled the agreement and released the cancel refund check