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:11/20/2023

  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.

  I have a policy with Headstart Warranty Group and at the time of purchase I explained to ********************* (the sales agent) that the car was not with me at that moment to get the exact mileage. He told me that it was OK and that I could call in at any time to update the mileage. I called to update my mileage in late September. So I've called this in before i made a claim. So right now my car has been at the dealership for almost 3 weeks ready to be fixed.. *********** rep. and myself has been calling and we have a hard time getting any results. Finally Friday Nov.17th, **************************************************************************************** his name. He told me that my claim was denied and canceled due to the mileage issue. I explained to him what happened at the time of the purchase of my policy. I also told him that I had been calling in several times to update my . So he told me that I would have to cancel my current policy with them and start a whole new policy which I would have to wait another 30 days to get my car fixed. I also explained that if they needed my exact mileage at the time of purchase the sales agent should not have sold me the policy at all. *********** agent ***** (at the dealership) even said that this was ridiculous, very unprofessional, and he has never heard of this. This has become very frustrating and very inconvenient because I'm on a fixed income and need my car for my doctor's ************ and treatments. I have tried to get the corporate number for this company. But everytime I call the representative tells me that they don't have the number and a supervisor will call me back with the number. I never receive any call backs. This is causing me a very high level of stress which causing my illness to flare up. All I want is for my car to be fixed and I don't have the money to get this done without the warranty.

  Business Response

  Date: 11/21/2023

  We agree that we would like your vehicle fixed as well. The contract terms are based on time & miles. We need to have the mileage correct as it's a legal & binding contract. We have also contacted your selling agency to try to obtain the correct starting mileage as well. If you have the correct starting mileage you can also forward that to **************************************** As soon as the starting mileage is correct we can continue with the claim. The claim is not denied, it's on hold just awaiting the updated starting mileage. We show the contract was sold by ************* and their contact number is ************.

• Initial Complaint

  Date:10/16/2023

  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.

  My 2015 ****** Altmia transmission is starting to skip very bad. Now I have been with this company for almost two years now. I took my car to ************************** in October 2022 and they confirmed the problem. *************************** hold my car for six months. The mechanic technician stated head start warranty group wouldn't return any of there calls. Now I'm paying ****** month for this extended warranty on my car. It has been a year and my car still ain't fix. So I had two different mechanics change the transmission fluid in my car but because neither of them put the mileage on the invoice. Not head start warranty group won't fix my car. I'm still making payments on this car and plus I'm catching a ride to work. I have been calling head start warranty group three times a day for the last eight months. The people put you on hold after waiting twenty minutes then the call drop. Please help me!

  Business Response

  Date: 10/17/2023

  If the vehicle is at a repair facility please have them call ************ and start a claim or go to www.headstartwarrantygroup.com and submit a claim.

  Customer Answer

  Date: 10/26/2023

  The mechanic technician has been calling headstart warranty group for the las6 two days.  When he calls they tell him that there going to transfer him but he waits on hold for sixth minutes and nobody ever comes back.  The last time  which was today 10/26/23 he was on hold for thirteen minutes and nobody came back. Please help me

  Business Response

  Date: 11/16/2023

  We do not transfer. It sounds like maybe a wrong number is being called. The repair facility would need to call ************ and it's option 3 for Claims.

  Business Response

  Date: 11/16/2023

  Also if you have the name of the repair facility we can contact them as well.

  Customer Answer

  Date: 12/04/2023

  I brought the ****** Altmia 2015 for my friend at the time. When I got the car it only had like ****** ishes miles on it. In the summer of 2020 I took the car back from my friend. I have everything looked at in December 2020 because I was going to sell my car and drive the Altima. This warranty company is trying not to fix my car. I had the transmission service once while I had it and my friend had it done once while he had it. Now the company trying not to fix my car. Please help me get my car fix or at least give me all my money back.

  Customer Answer

  Date: 12/04/2023

  I brought the ****** Altmia 2015 for my friend at the time. When I got the car it only had like ****** ishes miles on it. In the summer of 2020 I took the car back from my friend. I have everything looked at in December 2020 because I was going to sell my car and drive the Altima. This warranty company is trying not to fix my car. I had the transmission service once while I had it and my friend had it done once while he had it. Now the company trying not to fix my car. Please help me get my car fix or at least give me all my money back.

  Business Response

  Date: 12/13/2023

  We have been working with the selling agency on this one. We are authorizing a transmission and should have this wrapped up today. We apologize for the inconvenience.

• Initial Complaint

  Date:10/10/2023

  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'm really worried ! *** dealership quoted my car repairs at 17k. I called insurance warranty and they could not locate my contract and I told them I had it right infront of me. Which they said they'll call me back. So sure hope this company stands by there word..

  Business Response

  Date: 10/10/2023

  Contract comes right up. I show it's a 2013 *** 528 vin # *****************. I show contract # HWG841679.

• Initial Complaint

  Date:09/18/2023

  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.

  My car developed a noise in the rear. I took it to the dealer they diagnosed it as a rear differential. I could not get a hold of anybody at Head start warranty group. I tried numerous times. The dealer finally got a hold of them. I took it there on 8/3/23. They said I had to set up an appointment for their guy to come out and look at it.I set up the appointment for 8/29/23. Then the dealer told me that the car has to be there before they can make appointment with Head start. That is head starts idea. So I had to leave the car there till 9/1/23 when the inspector came. He agreed it needed a rear differential. The dealer called me around 8/14/23 and said it was approved. ************'s been over a month now. The dealer called me back 9/18/23. Told me that Head start wants to use rear differential from a junkyard. And I will have to pay for the hardware which comes to $900. I would definitely not recommend this company it sounds more like a scan than anything. The three days they had my car waiting for the inspector they did not give me a rental. They said you only get a rental for the time the car is being worked on. Could you imagine being on vacation a thousand miles away and having something like this happen. On top of that most repair shops will charge you storage too. I've never seen anything like this in my life.

  Business Response

  Date: 09/19/2023

  The estimate was dated 8-10-23 (see attached). We received the estimate on 8-11-23 @ ****. The adjuster started the claim on 8-11-23 @ ****. The adjuster called ******** the service advisor to advise he had received the estimate and to call him back. The adjuster did not receive a call or follow up from the service advisor until 8-18-23 @ **** when she called and spoke to our customer service department. The adjuster emailed ******** the service advisor on 8-18-23 @ **** to confirm the location of the repair facility and confirm the vehicle was there since he was planning on assigning an inspector. The adjuster did not hear from the service advisor until 8-23-23 @ ****. ******** the service advisor indicated that the vehicle was not at the repair facility but would "have him bring it back when we assign an inspection". The adjuster advised ******** that the vehicle must be present before we can assign an inspection. The reason for this is the inspector has went to facilities previously and the vehicle is not there. If they show up and the vehicle is not there we are charged the full inspection fee and it then it pushes the claim back even further. The adjuster informed the service advisor ******** that once the vehicle is back please let him know and he would assign an inspection. On 8-29-23 @ **** we were informed the vehicle was back at the repair facility. On the previously aforementioned date @ **** the adjuster assigned the inspector. The inspector arrived and inspected the vehicle on 8-30-23 @ ****. The adjuster input the inspection report on 9-1-23 @ ****. This is where the adjuster dropped the ball and has been disciplined. There was no movement until 9-8-23 @ ****. The adjuster asked the advisor what the gear ratio was in the rear differential as they had not supplied that information. We did not received the gear ratio from the repair facility (********) until 9-13-23 @1103. The adjuster authorized a dollar amount based on a LKQ rear differential per terms & conditions of the contract under General Provisions (see attached). With regards to hardware not being covered, Hardware is excluded per Exclusions #** (see attached contract). The biggest issue was the vehicle not being at the repair facility, the service advisor not getting back to us for days and indeed our adjuster that let 7 days pass. The adjuster has been disciplined and told this cannot happen.

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because:   they said the estimate was dated 8/10/23. The car was inspected on 8/3/23. ******** was not there. *********************** handled it. He tried to get a hold of the warranty company all day. They finally called him back that day and he notified me. They said they didn't get a call back till 8/18/23. If you notice in your other complaints nobody can get a hold of this company. There is times they've been on hold for over a half an hour. More than likely a 8/18/23 was the only time they could get through that was the same situation it took till 8//23 to get through to them. And as for their inspector coming out. If I had to leave the car there for a few days for him I think I should have been reimbursed for this rental car. Which I did State the only time they pay for a rental car is what your car is being worked on. And I did see in the contract about used parts and hardware. They were sent to estimate and approved it. After they approved it then they came up with the used parts and hardware deal. We are under the assumption that was going to be paid for. ******** told me it got a little easier to get a hold of them once she got an email number. Which I emailed and asked ****** if I could find a place that would take their offer will they pay for it. He said yes I went to my inspection mechanic and he said he could do it for that price. I notified ****** and send him the email. He said he got no response. I resent him the email in case I made a mistake with it and the shop's phone number. If he couldn't get through with the email why couldn't he call the guy. Now this started on August 3rd. It is now September 21st and I still have a broken car. Their customer service number is ************. I welcome anybody to call this number and see how hard it is to get a hold of anybody. I tried at least 10 times and couldn't get any body and was put on hold for long periods of time as other customers complain about.

  Customer Answer

  Date: 09/29/2023

  What they offered the dealer to fix the car is a less than what the dealer originally wanted. I found somebody that could do it for their price. It seems like nobody wants to work with them. This person knows what I have been going through with them. I sent an email to them about the differential. They found one used that will work. I emailed them to find out where it's at. Got no response yet. It's been 9 days since the last  last complaint and my car is still not fixed.

  Business Response

  Date: 10/17/2023

  Under General Provisions Limit (S) of Liability/Coverage of all replacement parts states the following. Replacement of parts and in particular automotive components, such as engines, transmissions, differential assemblies, and other components, may be by the use of other than new parts. With regards to Hardware, per the contract under Exclusions - What Is Not Covered #**) states Nuts, Bolts, Hardware. With regards to rental i show you are available for the contract maximum which is ****** per the contract terms & conditions. With regards to the inspection. Per the contract under Agreement Holder Responsibilities, letter g.The administrator reserves the right to inspect the vehicle before the performance of repair or replacement.

  Customer Answer

  Date: 10/19/2023

  I am rejecting this response because:  they didn't mention one thing about how long it takes for them to get back with you. This claim was put in September 3rd. It is now November 19th. The car is finally going into a shop tomorrow. I had to do all the footwork myself. The dealer I originally took it to wanted roughly $6,000 for the repair. Head Start said they would pay $ $2,621.80. I would have to make up the difference. I asked if I could find my own shop to do the repair work. They agreed. I took it to where I get my inspections done. They gave me a price of $1,847.97. You can see I saved them roughly $800. The dialysis was $200. In Provisions they say they pay that within a reasonable amount . Which I can understand. I asked if I was getting that back. They said no because it's not on the estimate of the shop I am getting it repaired at. Take note  they won't help me there but I save them $800. So far out of pocket I am now 572. Between diagnosis taxes deductible and Rental Car. Now when the car is done and I send the paperwork in to get reimbursed well that will be the next chapter in the game they like to play. I'm telling you stay away from this place. And if you do have it and you have to work with ****** request somebody else. He will not work with you at all.

  Business Response

  Date: 10/19/2023

  Headstart has lived to the terms & conditions of the contract. We suggest contacting the claims manager *********************** for any concerns.

• Initial Complaint

  Date:08/15/2023

  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.

  Took my car to a certified mechanic and several problem were discovered. see attached
  Headstart warranty group does not respone to phone calls or emails. I have paid over over $650 in monthly premiums but can not get any response from this company..

  Business Response

  Date: 08/30/2023

  The claim was authorized on 8-15-23. The claim was paid to *** at the repair facility on 8-22-23.

• Initial Complaint

  Date:08/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck went into the ************************* dealership 18 July 2023. We tried to get approval from the ************ After the guy in Service called daily and I called their **************** for several days, we got approval to start the repair on 28 July 2023. Work was completed on 01 August 2023. Dealership reported truck ready. As of today, after again calling **************** daily, the money has not been sent to the dealership, which will not, of course, release my truck.

  Business Response

  Date: 08/16/2023

  I have confirmed that this claim has been paid. ***** at the repair facility accepted credit card payment. There was an issue with payment because the person that was signing the repair order was not on the contract. The contract holder was contacted and gave verbal agreement to proceed.

• Initial Complaint

  Date:08/07/2023

  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.

  I have taken my 2018 ****** rogue to the ****************************************** dealership as requested by the customer service department. The mechanic at *********************** has not been able to get in contact with anyone for the warranty claim. My vehicle has been sitting at the dealership for almost three weeks. And all of the phone numbers that were given to me to use to contact someone about my warranty DO NOT WORK! I need someone from this company to contact me immediately regarding my situation as I am beginning to think I was scammed into this vehicle warranty!

  Business Response

  Date: 08/22/2023

  The contract has a 30 day and ***** mile waiting period. The vehicle is still within the waiting period. The contract states no claims can be made within said waiting period.

• Initial Complaint

  Date:07/05/2023

  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.

  Covered vehicle has been in the *** repair shop for a Month; waiting on HeadStart Warranty to approve a resubmitted claim for repairs covered under the warranty. No representative has contacted the repair shop or myself other than an automatic reply message that it was received. My rental cost would exceed the repair cost so I was forced to pay for the repairs and rental cost so I can go to work. No one will respond from Headstart and ********* who I purchased it from states they are not the administrator of this claim. What recourse do I have in recouping what I had to pay?

  Business Response

  Date: 10/23/2023

  I show an authorized claim from 8-18-2023 for $1489.16 check #*****. No other claims on file. If there are additional claims please reach out to claims directly at **********************************

• Initial Complaint

  Date:06/23/2023

  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.

  Head Start Warranty (HSW) refuses to pay Chevrolet dealership for a 6 hour transmission tear down that they requested. When HSW sent an inspector to inspect the transmission tear down, he/she informed the dealership to replace the transmission. So when the Chevrolet dealership submits a claim to be paid, HSW is refusing to pay them for the year down part This process started on June 6 and it is now June 23, and the claim still has not been approved

  Business Response

  Date: 06/29/2023

  Hello,

   

  We have received and reviewed the customer's concern. Upon reviewing the claim, we did find that the agent did request for the transmission to be torn down.This of course if not the normal process and we have taken steps to further train the agent on proper claims procedures. We have added the 6 hours of teardown to the customer's claim, bringing the claim authorized amount to $6431.56.  Yesterday afternoon we receicved the final invoice frrom the repair facility and as of 11:20a this morning we have issued payment to the repairing facility. We are currently awaiting a copy of the customer's rental bill and tow bill so that we may reimburse the customer.

  Customer Answer

  Date: 07/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a claim with this company my car has been at the shop for over 6 weeks now and they are not have any answers or anyone to help resolve the problem. My car is currently in the shop and cannot be release due to the fact that they will not respond to calls or emails. I called was very disappointed and was called you people which is very unprofessional. I pay for this service and received poor or no customer service.

  Business Response

  Date: 07/01/2023

  This claim was authorized and paid per the terms and conditions of the contract on June 16th 2023. The person at the repair facility that accepted payment for repairs was ******* on 6-16-2023. If there are still issues the repair facility needs to contact us. We have no contact from said repair facility after the claim was authorized & paid.