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:05/11/2023

  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.

  Headstart Warranty Group approved a high pressure fuel pump to be replaced in my car. I got the repairs done by a dealership and less that 5 months later that same part failed. The failed fuel pump caused the new spark plugs that I had replaced after the fuel pump ************ bad. This failure also put my car in a non-drivable state. I had to get my car towed off the side of the road. I called the warranty company to ask about coverage for the failed part and new damages to my car. Headstart Warranty said they would not cover those issues and suggest that I have the mechanic put in a new claim. I tried to express that this issue is not a new issue and that it was fault on the part that they provided under this warranty. I should not have to pay for new labor, taxes, new spark plugs, or anything else that is related to the damages caused by this failed fuel pump approved by them. When I asked to speak with a manager I was told that no one was available and that someone would get back to me. I asked for a managers name and contact and was told that they do not have a name or contact for a manager. Headstart Warranty said all they could do was take my name and number and someone would get back to me. I asked what does that time frame look like and they said there is no time frame. Please take note that I paid thousands of dollars for this warranty. I did not receive this for free. I am not sure why they are treating my issue as non-important. I would expect that great customer service be deemed appropriate for a matter that failed due to their approval of a faulty part.

  Business Response

  Date: 05/30/2023

  In order to determine coverage we need complete diagnosis with cause & extent of damages per the contract. I have attached the contract holder responsibilities below. If the high pressure fuel pump failed again that part should be under the parts manufacturer warranty. The high pressure fuel pump is also a covered item under the contract as well. Since 5 months had passed and the original claim was paid this will require a new claim to be started.
  

   

  When You have a Breakdown:
  a. Be sure the Vehicle is protected from further damage. Take immediate action to prevent further damage to Your
  Vehicle. Any damage resulting from continued operation of an impaired Vehicle will constitute failure to protect Your
  Vehicle and will not be covered by this Agreement.
  b. Take Your Vehicle to the nearest Repair Facility immediately for Diagnosis.
  c. Tell the Repair Facility to visit the claims website "www.headstartwarrantygroup.com" for 24/7 claims submission
  andinstruction.
  d. For further assistance, contact the Administrator ************, www.headstartwarrantygroup.com
  e. Furnish the authorized Repair Facility with receipts evidencing the continuation of service requirements.
  f. Prior to proceeding with repairs, ensure that the Repair Facility contacts the Administrator and obtains authorization
  to proceed with the repair. IMPORTANT: AGREEMENT HOLDER ASSUMES ALL LIABILITY FOR PAYMENT OF
  REPAIRS THAT ARE NOT AUTHORIZED TO THE REPAIR FACILITY.
  g. The Administrator reserves the right to inspect the Vehicle before the performance of repair or replacement.
  h. Pay the applicable deductible (if any) and all charges for service not covered by this Agreement. 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.
  

• Initial Complaint

  Date:04/20/2023

  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 extended warranty through head start. A claim has been turned into them for the transmission on my car and a month later there is still no one letting me know about payment. I have is called several times and the mechanic has called also. They do ever get back to you. They have no problem taking your money but dont want to pay out when something major goes wrong.

  Business Response

  Date: 04/20/2023

  Our apologies. We will contact you tomorrow. We have had some phone issues and new claims adjusters to train. We will take care of you on this. Again, our apologies. 

• Initial Complaint

  Date:02/27/2023

  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 purchased a warranty with ********************** under headstart warranty Group in January of 2023. At the time if setup with the salesman, he did not verify nor make mention of the vitality of giving him the exact mileage of my vehicle. He also said that if the mileage was wrong, it could be adjusted as long as it was done within the first 30 days. He also said that while processing, I couldn't make any claims that would be honored until I've completed a wait period of 30 days. Which for me, He gave me a date of February 1st 2023. After driving one day, I noticed my check engine light on. I took it to my dealership ******** GMC in BA OK to which they responded that I had a broken clutch and had other codes within the transmission so they were recommending a new transmission. I provided them my warranty information. Last week, I get several emails from them stating the mileage the mechanic is reporting is less than what I originally reported during setup and for me to show proof of my mileage. I advised that I mistakenly gave the sales agent the mileage on my cars sticker decal from ******** that gave the mileage of my next oil change. I provided proof of the oil change report that showed my mileage when I came in for the oil change dated December of 2022. The claims department then sent another email stating they needed a more recent date showing mileage that was within 10 days of my contract purchase. So, I provided a copy of the report from ***'s Club dated February 2023 which was within the 10 days. Now, they've sent me an email refusing to honor the claim stating that I'm on a waiting period of **** miles due to the mileage update. And any failures that occurred or occurs within this waiting period aren't covered. This is a scam and I've been told by others who've purchased their contract, that the sales agent fails to mention the necessity of precise mileage then when you make a claim, they deny you. Get free hard workers money and people cancel.

  Customer Answer

  Date: 03/02/2023

  I purchased a contract/ agreement with ********************** under their client, headstart Warranty Group llc. They are refusing my claim based on mileage mistake. The mileage reported was mistaken for the next oil change mileage and not the current mileage on that day. I have been contacted by claims stating they needed to know my mileage from 30 days of contract purchase. I provided the oil change receipt that showed current mileage and recommended next oil change mileage which showed the mistake. Then they emailed me again, requesting something that showed mileage more closer to the date of purchase. I provided a receipt of my purchase of a battery from ***'s club within ***************************************************************** January of 2023. Now, they're saying I had a waiting period of not only 30 days to make a claim, but I also had to have driven **** miles from contract. I asked for recorded call of sale because I was only told of 30 days for a claim to be honored. He gave me a date of February 1st for me to make a claim and be honored if it was needed. I brought my car to my dealership for inspection due to a check engine light that came on but went off then later bk on. This occurred in mid February of 2023. My vehicle has been surpassed probationary period of both standards. They refuse to honor their contract/agreement
  
  
  

  Business Response

  Date: 03/22/2023

  We have reviewed the complaint and upon research have found the following information.
  
  - *** customer purchased the service agreement on 01/04/2023 with a stated mileage of 134,262.
  
  - Claim was initiated on 02/15/2023 with reported mileage of *******.
  
  - *** vehicle was inspected by a third party on 02/16/2023 and the mileage during the inspection was verified at 133,086.
  
  - We asked the customer for supporting documentation in regard to the mileage at the time of purchase.
  
  - We received a record dated 01/14/2023 that had the mileage documented as *******, which is within 10 days of the sales date.
  
  - Based on the mileage supplied to use via the service record from 01/14/2023 (*******) and the mileage at the time of inspection (*******), it was determined that the vehicle had only been driven 811 miles. This puts the vehicle within the *********** Period.
  
  *** customer's agreement has a 30 days and ***** miles *********** period. *** waiting period is shown on the first page of the agreement and further explained under '*********** Period' located on page 4 of the agreement. (See mentioned section below and we've also attached a copy of the customer's contract for reference).
  
  *********** Period
  
  *** *********** Period is measured from the Contract Date and the odometer reading as of the Contract Date on the Application page and is as follows: 30 Days and ***** miles. *** *********** Period runs concurrently with the Term of the Contract. Until both the time period AND the number of miles have elapsed, Your Vehicle is still in the *********** Period. Failure of a covered part during the *********** Period is not covered and is considered a pre-existing condition.
  
  We encourage the customer to continue with their coverage for future mechanical breakdown claims and we would be happy to answer any future claims coverage questions that they may have.
  See Attachment/File: 69chnlqbkb60

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19843154
  
  I am rejecting this response because:
  I asked for the phone call to be pulled from when I purchased the warranty.  *****, the supervisor did so. It was proven that the sales rep never mentioned ********************************************** of the 30 day waiting period. I specifically asked when I was eligible for services if needed and he told me February 5th of 2023. The company should honor what I was told . I provided 2 different mileage readings that showed my car being driven **** miles by the time the claim was made, they just refuse to allow the mileage or compromise. They've tried to cancel and sent emails and phone calls to cancel me. If they do not honor their word or want to operate with integrity and business ethics, they should be willing to give me a full refund not pro- rated. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/08/2023

  I haven't heard from this company. They still haven't returned my money after stating they were canceling my coverage. I am still needing my car repaired and still believe they should be fully responsible for covering it all. But if not then I should receive a full refund not a partial or pro rated refund 

  Customer Answer

  Date: 07/12/2023

  In your response you State they've adequately addressed my issues? Please advise me how or where? Please advise me of what my concerns were and how they were addressed???? I provided documents showing they changed their stories and I've proven that my refund.. a full refund needs to be given to me! This has been ongoing for too long and it seems as though this ************** has some issues with responding in a timely manner. And hasn't looked into this matter sufficiently with non biased opinion 

• Initial Complaint

  Date:02/06/2023

  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 have been trying to get a refund from 10/26/22 I was tricked into this contract, but once I found out different, I immediately called and asked them to cancel it, but they keep telling me it'll be another three weeks. It'll be another four weeks and no check in the mail yet. I do not feel that it should take this long to get $134 refund back when it took him five minutes to get it out of my account.

  Business Response

  Date: 02/08/2023

  We have reviewed the complaint and reached out to the selling agent Drive Smart for resolution regarding the customer's concerns of cancellation.
  
  According to the selling agent, the customer called to cancel on 11/11/2022 and the selling agent received her cancellation request letter on 12/07/2022. The agreement was fully cancelled on 12/07/2022 and refunded to the customer's credit card. Also, this would not have affected her credit as we nor the selling agent report to any credit agencies.

  Customer Answer

  Date: 05/01/2023

  I filed a complaint against Headstart warranty group. They refuse to refine money back to me first off they was lied to about car shield in order for them to get me to go with their group then, when I found out what they said about car shield was not true. I asked him to cancel that and I didnt need it. I have been calling since November to retrieve my refund and they tell me that it takes a while for them to get it approved through the financial office I wrote him a letter, explaining why I dont need this contract then when I called again last month now theyre telling me they need the mileage in order to continue with my request I called them today with the mileage and they still refused to pay me $137 even if I get half of that back would be OK but I feel they shouldnt take your money when you cancel and not return it back to you:casenum ********

  Business Response

  Date: 05/24/2023

  We have received and reviewed the customer's concerns. We show that the agreement is cancelled. We have reached out to the selling agent (Frontier-DriveSmart) for information as to when they are or have issued the customer's refund. We are currently waiting for a response from the selling agent. We will update as soon as we receive the information 

  Business Response

  Date: 05/24/2023

  We have received word from the Selling agent that this was canceled on 12/07/2022. They reached out to Mepco yesterday to inquired on refund status.

• Initial Complaint

  Date:01/31/2023

  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 5th wheel was taken in for warranty work. The warranty company does not want to pay what the dealer is charging for repairs. I have been in contact with Jeremy from the warranty company regarding this situation. He stated that it was in my warranty contract that they only have to pay for rebuilt or aftermarket parts. I asked what page in my warranty he stated page 44. I said page 44 is Washington DC and I'm in ********. I will attach the paperwork from the warranty company, the dealership for repairs and my contract when I bought it. The dealers contact is Mike. Please see all attachments. Thank you ***** *******

  Business Response

  Date: 02/03/2023

  We are understanding of Mrs. *******'s concerns regarding the claim determination, although as a claim's administrator, our role is to adjudicate according to the terms and conditions of the service agreement. The customer's service agreement has been uploaded for reference. During our re-review, we did determine that the oven door is in fact eligible, and we have issued a corrected authorization to the repairing facility to reflect this.
  
  
  
  Here is a timeline and explanation of adjudication.
  
  
  
  Claim started on 1/16/23 by ********* ******* ******.
  
  Estimate received on 1/16/23.
  
  We asked for manufacturer part information, labor and tax information on 1/16/23.
  
  Requested information received on 1/16/23.
  
  We asked for additional information regarding the labor time on 1/16/23.
  
  On 1/20/23 the shop replied with the labor time information.
  
  Authorization sent on 1/20/23, which consisted of -
  
  o The cooling unit was priced at priced @ 1020.00 for the part itself, 3 hours labor time at $148.00 per hour.
  
  o The water pump was priced at $77.99 for the part, 1 hour of labor at $148.00 per hour.
  
  o The gear pack was priced at $117.95 for the part, 2.4 hours of labor at $148.00 per hour.
  
  o We authorized 2 hours of diagnosis time at $148.00 per hour.
  
  Additional authorization for the oven door was sent to the repairing facility on 02/03/23, consisting of -
  
  o The oven door priced at $246.00 for the part, 0.8 of labor at $148.00 for install.
  
  The parts were priced @ ***************************************************************************************
  
  *****************************************************************
  
  **************************************************************************************************
  
  The gear pack was authorized at the repair facility's requested priced.
  
  The total parts (cooling unit, water pump, gear pack, oven door) amount authorized is $1461.94
  
  The total labor amount (9.2 hours x $148.00 per hour) including diagnosis authorized is $1361.60
  
  The total tax amount (6% on parts only) is $87.72
  
  Minus the customer's $100 deductible, the claim authorized amount given to the repair facility was $2811.26
  
  Parts authorized were at requested or 20% above verified pricing.
  
  Labor time was verified and authorized the nationally recognized online ****** manual.
  
  The ceiling light and lights in general are excluded.
  
  
  
  The customer can refer to their agreement for an understanding of why the claim was adjudicated as it was. We specifically refer them to the following sections:
  
  
  
  Section C. General Provisions - 1. Coverage: Repairs may be completed with parts of like kind and quality.
  
  
  
  Section 3. Limits of Liability: a. a. Single Claim Limit: Our liability with respect to any one Claim is limited to the cost to repair or replace any Covered Parts at prevailing retail labor rates. Repairs may be completed with parts of like, kind and quality, commensurate with the age of the Unit at the time the parts failed, as customarily used in the RV industry, less any Deductible. Furthermore, in no event shall Our liability exceed the cost necessary to correct the actual cause of the Breakdown.
  
  
  
  Exclusion # 42. ANY PART WHOSE ONLY PURPOSE IS FOR ILLUMINATION, SUCH AS, BUT NOT LIMITED TO: SEALED BEAMS, HIGH INTENSITY DISCHARGE (H.I.D. OR XENON) HEADLAMP BULBS, H.I.D. HEADLAMP ASSEMBLIES OR H.I.D. HEADLAMP BALLASTS, HI INTENSITY LIGHT EMITTING DIODE (H.I.L.E.D.)
  
  
  See Attachment/File: *******************************

  Business Response

  Date: 02/07/2023

  We understand the customer's concerns and have been forthcoming in the adjudication per the terms and conditions of their agreement regarding the claim, but we must refer the customer to their agreement. Also acknowledging the customer's reference to the special state requirements for the state of ********, this section does not change the limits of liability or General Provisions of the customer's agreement.
  
  
  
  Recognizing the customer's agreement, under section C. General Provisions, section 1. states Repairs may be completed with parts of like kind and quality.
  
  
  
  Section 3. Limits of Liability: a. Single Claim Limit: Our liability with respect to any one Claim is limited to the cost to repair or replace any Covered Parts at prevailing retail labor rates. Repairs may be completed with parts of like, kind and quality, commensurate with the age of the Unit at the time the parts failed, as customarily used in the RV industry, less any Deductible. Furthermore, in no event shall Our liability exceed the cost necessary to correct the actual cause of the breakdown.
  
  
  
  We have previously explained how the claim was adjudicated and provided sources for the parts and the labor verification, see the above referenced Limits of Liability: a.Single Claim Limit. As explained in our previous response, we authorized at or above the verified parts pricing. We have also explained that the lights are excluded from coverage.
  
  
  
  We are unable to cover the claim in full per the customers wishes as we must adjudicate the agreement per the terms and conditions set forth within the agreement.
  

  Customer Answer

  Date: 02/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This response from the warranty company is not acceptable. The warranty contract is very misleading and actually written incorrectly. The parts they do not want to cover in full are very much problematic for the service dept. to install properly. The aftermarket/remanufactured parts do not line up properly and they are known to poorly malfunction soon after they are installed by the service dept. The service dept. has had several issues and experiences with the cooling units in the past. The service dept. will no longer install these aftermarket/remanufactured parts for any customer because of the issues known to happen. Therefore again with these known issues I am requesting the warranty company to cover the new cooling unit. William at Beckley's will confirm this with the warranty company again. Why would any warranty company want to risk to continuing paying for known malfunctional parts ?
  
  Thank you,
  
  ***** *******
  

• Initial Complaint

  Date:11/04/2022

  Type:Billing 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.

  On 6/10/2022 we signed a Cancellation Agreement with Eagle Vision RV for the original agreement with them for an Extended Warrant for our Motorhome dated 11/4/22. They said they would be prorating our refund. We paid $4,000 down on 11/4/22 for the agreement price of $7,159. The full amount of the agreement was to be paid within 18 months. No other payments were made. We are requesting a refund of the balance from our $4,000 minus the 6 months we actually had the agreement. If you divide $7,159 by 18 you get $397.72 per month. If you multiply $397.72 x 6 you get $2,386.33. If you subtract $4000-2,386.33 you get $1,613.67. The balance of $1,613.67 is what we feel we should be reimbursed for. We have contacted : ***** **** & ****** ******** by email and phone on the following dates with no resolution on our request for reimbursement: 7/12/22 8/15/22 each person 8/23/22 8/25/22 9/6/22 9/8/22 We also contacted ******* ***** in 10/22 and left a voicemail requesting a call back. At this point this company and the employees mentioned are ignoring us and not returning phone messages or emails. We would like to have this cancellation of our extended warranty reimbursement resolved.

  Business Response

  Date: 02/17/2023

  Business Response /* (1000, 5, 2022/11/17) */
  We have reviewed the complaint and upon research have found the following information. Eagle Vision did indeed accept the customer's $4000 down payment, but they also informed us the financing fell through. Eagle Vision did not send Headstart Warranty Group any money for this policy, this being the case, the customer would need to collect any refund from Eagle Vision. We have reached out to Eagle Vision to inform them of their obligation to the customer.
  
  
  Consumer Response /* (3000, 7, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not want to have this complaint closed until we hear from Eagle Vision since Head Start Warranty Company is obviously connected with Eagle Vision.
  
  We also have filed a complaint with Eagle Vision and are waiting to hear their response to our complaint that was filed.
  
  Now we know, which we didn't before that Head Start Warranty company did not receive any money from Eagle Vision.
  
  We were never aware of the fact that was mentioned that financing for the balance of the warranty policy from Eagle Vision was denied. We were never contacted by Eagle Vision. They just took our $4,000.
  
  Until Eagle Vision settles the complaint we filed
  with them we cannot respond Yes to this complaint.
  
  
  Business Response /* (4000, 11, 2022/12/02) */
  We have received information from Eagle Vision that the refund in the amount of $3550.80 was sent and is set to arrive on 12/09/2022.
  
  
  Consumer Response /* (2000, 13, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied with the reimbursement that is due us.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an RV extended service policy from Headstart warranty group through Eagle vision RV. I canceled the policy with Headstart months ago. Eagle vision telling me that head start is not sending out the refund check as of today. Have no idea what the problem is on the delay.
  Headstart #Warranty group
  ***************************************
  XXX-XXX-XXXX

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 7, 2022/08/22) */
  We issued our portion of the cancel refund to Eagle Vision as of August 8th, 2022. We had one of our reps reach out to the customer to inform them of this on August 9th, 2022. Eagle Vision was made aware of the cancel refund as well. The customer would need to contact Eagle Vision for their refund.