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:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against Rosemark Warranty Services regarding their refusal to cover the remaining balance on my vehicle after it was totaled during Hurricane ******. Despite holding a gap insurance policy with Rosemark Warranty Services, they have denied covering the outstanding balance of $856.65, which I now owe to **********************The vehicle was declared a total loss due to damages sustained during the hurricane, and all required documentation was submitted to Rosemark Warranty Services as per their claim process. However, their refusal to cover the remaining balance contradicts the terms of the gap insurance policy, which is specifically meant to protect against such situations.I have attempted to resolve this issue directly with Rosemark Warranty Services, but they have failed to provide a satisfactory explanation or resolution. As a result, I am left with an unjust financial burden that should have been covered under the terms of my policy.I am requesting that the BBB intervene to help resolve this matter. Specifically, I ask that Rosemark Warranty Services honor the terms of the gap insurance policy and pay the remaining balance of $856.65 owed to **********************Please let me know if you require any additional information to support my complaint.Thank you for your time and assistance.Sincerely,

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to respond to the concern regarding the insurance settlement and the undervaluation of the vehicle.
  We would like to first clarify that the customer purchased a *** ******************, not ************** As a warranty product, the coverage is bound by the terms and conditions outlined in the signed *** Addendum. This includes specific language regarding how the benefit is calculated and what types of deductions or exclusions may apply.
  Under the terms of this *** Warranty, we are responsible for waiving the difference between the Net Payoff on the loan and the Actual Cash Value (***) of the vehicle at the time of total loss. The *** is determined using a nationally recognized valuation guide, such as **** Power (NADA).
  In this case, the **** Power NADA Retail Value was $21,875, which we used to calculate the fair ***. However, the insurance carrier initially used a base value of $18,121, which resulted in an undervaluation of $3,629.85.
  As a courtesy and in the interest of fairness, we reviewed additional valuation sources, including ****** Blue Book, which reflected a base value of $20,361. Based on this supporting evidence, we issued a supplemental adjustment to the *** settlement.
  Even after this adjustment, there remained an insurance undervaluation of $2,826.40 when comparing the revised *** to the **** Power valuation used in our calculations.
  This undervaluation deduction does not reduce the customer's benefit under the *** ******************** simply reflects the portion the primary insurance carrier did not pay based on their valuation method. *** does not replace the insurers responsibility to pay a fair ***, but instead bridges the gap between the fair *** and the outstanding loan balance, subject to the agreement terms.
  We hope this explanation clarifies the calculation of the *** benefit and the rationale behind the noted undervaluation deduction. We remain committed to ensuring fairness and transparency in the claims process.
  

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident that was 100% not my fault.. so travelers insurance paid my car loan partially. But I have gap insurance to cover the remaining balance ROSEMARK is the gap insurance name. Well between travelers insurance and the ************* and me being 0% at fault theyre stating I owe $2000 on the remaining balance with false information and deductions. Regardless that is why I have gap insurance so my car got paid off if I ever was in an accident. Im seek legal action more likely if this dont get settled

  Business Response

  Date: 04/25/2025

  Response to BBB Complaint *** Claim for ****** ******* (*** Waiver No. ***10123938)
  Dear Better Business Bureau and Mr. ************** appreciate the opportunity to provide clarification regarding the settlement of your *** claim associated with the vehicle identified by VIN *****************.
  As the Third-Party Administrator (TPA) responsible for the administration of the *** Waiver, our role is to review claims in accordance with the terms and conditions outlined in the signed *** Waiver Addendum. After a thorough review of your claim and supporting documentation, we would like to clarify the following:
  The *** Addendum expressly states under the "Exclusions" section that no benefits are provided for "any amounts deducted from the insurance carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage, and other condition adjustments." This language means that if the primary insurance settlement includes deductions for any of these reasons, those deductions are not eligible for *** Waiver coverage.
  In your specific claim, a net deduction of $1,602.00 was applied to the insurance settlement due to a "Condition Adjustment" based on the insurance carriers valuation of the vehicle at the time of loss. In accordance with the *** Addendum, this amount was appropriately excluded from the *** Waiver settlement calculation.
  Please note that the final "Calculated *** Settlement Amount" of $6,272.00 was determined after applying the eligible terms of the *** Addendum and deducting non-covered items such as the condition adjustment. A breakdown of the settlement, including the balance at the date of loss, the insurance settlement amount, and applicable deductions, was provided in the *** Settlement Letter sent to you.

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:   Ill be filing a complaint with travelers insurance as well. But the whole purpose of having gap insurance is to be covered in a event such as this. Maybe rosemark and travelers insurance can split the bill. Im reaching out to travelers today to adjust there condition deductible of my car that was totaled and was in great condition be for the accident.  Im at 0 fault on the accident and the whole purpose of gap insurance is to be covered. I feel the condition of 1600$ is a excuse. 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car and purchased a gap warranty with it in June 2023 car got totaled in January 2025 **** **** warranty services is saying my insurance over priced the vehicle by 2500$ when the insurance didnt and have the proof of it and **** **** when they didnt they did their appraisal of the vehicle they put things on that appraisal on my car that it does not have witch made their appraisal in more value then what it should be They have told me they will not take them off the appraisal because of them thinking the insurance under priced my vehicle and is not willing to work with my insurance company on figuring whos going to pay this last 2500$ on my totaled car so the loan can be paid off witch is leaving me to send money out of pocket to hire a private appraiser to work with my insurance company and figure out what to do in this situation and to have my car paid off

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to respond to the concerns raised regarding the *** claim for Mr. ***** ****** under claim number ***10207989.
  The main concern appears to be a deduction of $2,443.30 for insurance undervaluation. We would like to clarify how this deduction was determined and why it is consistent with the terms of the *** Waiver.
  *** coverage is designed to waive the difference between the Net Payoff at the date of loss and the Actual Cash Value(***) of the vehicle. The *** is typically calculated using **** Power/NADA, which is a widely recognized and contractually accepted industry source for vehicle valuations.
  In this case, **** Power/NADA Retail valued the vehicle at $14,725. From that value, the standard *** *** calculation was applied, which includes:
  Adding applicable title fees and taxes
  Deducting the $1,000 insurance deductible (as the *** Addendum covers up to $1,000)
  This adjusted *** is then compared against the insurance carriers settlement amount. The differencewhen the insurance payout is less than the ***results in an undervaluation deduction, in this case, $2,443.30, which reduces the *** waiver amount.
  To ensure fairness, this claim was appealed, and as a courtesy, we reviewed additional valuation sources beyond **** Power. Our findings were as follows:
  ****** Blue Book (KBB) Retail Value: $13,893
  Comparable vehicles listed online averaged $15,243
  These figures indicate that the **** Power value of $14,725 is in line with other respected valuation benchmarks. Therefore, the valuation used was fair, and the deduction was applied according to the contract terms.
  We hope this explanation provides the clarity needed and reassures that the claim was handled diligently and in accordance with the waiver provisions.

• Initial Complaint

  Date:04/15/2025

  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.

  I paid $2000 for the extended warranty wrap coverage. My check engine light came on, I took it to the dealer to diagnose the problem. They submitted the information to the warranty company. The warranty company came back saying it was not covered. I called and spoke to ****** oz my adjuster who told me its because I didnt have proper coverage that it expired at 60k and furthermore that it said in my contract explicitly that thermostats werent covered. I was so frustrated because the contract I had said 100k miles and nothing about a thermostat. He was very belittling towards me like it was my fault, saying I didnt read my contract .We got off the phone and he emailed me a copy of my contract. I read my contract he sent, it states thermostats were not covered under the gold, but I have the wrap. I emailed him and he said oh thats right, well its not covered because my power train warranty is expired. I received paperwork from the dealership showing I had 100k power train warranty and sent him that he said oh my mistake well management says its not covered because its related to the powertrain. The dealership says its not. The thermostat was covered under my basic warranty which expired at 60k. My contract explicitly says the wrap warranty is meant to cover items covered by the basic warranty once it expires. Which is exactly what this is. I have been waiting 4 days for a call from management and received nothing. This is a covered issue and they need to step up and fix this immediately.

  Customer Answer

  Date: 04/15/2025

  Rosemark Warranty Service 

  administrative office 
  *********************************************************************

  ************

  Business Response

  Date: 04/16/2025

  Hello, please considered the attached our official response. Thank you.

  Customer Answer

  Date: 04/17/2025

  I have reviewed the business response and accept this resolution.  
  
  But I want it to be known ************ has very poor communication.

  I never received a call from a manager to update me on the status of the claim, the dealership called to inform me that they finally covered it, but they werent covering $66 dollars of it. I emailed my adjuster to ask for a breakdown and realized they were only covering $100 of the diagnostic, when my contract explicitly states up to $200, So I emailed back and he had to adjust it.

  This is 4 things I called them out on. I want others  to be aware and read your contract and ask questions!  If I wouldnt have been so diligent, I would be out almost $1300.

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased the gap when i bought the car in 3/2023 paying 1250 and they were supposed to pay the balance of any gap should the vehicle be totaled, they have since denied the claim and wont respond to my emails in regards to how they valued the truck compared to my primary insurance company which is putting me in the hole for thousands. no lawyers *** contacted could help so far, please assist. the company i have the gap through is called rosemark warranty

  Business Response

  Date: 03/20/2025

  We received your email dated March 19,2025.  In the complaint, **** ***** expressed dissatisfaction with not receiving a GAP claim payout from Rosemark Warranty Services. Unfortunately, we are not Rosemark Warranty Services and are unable to identify this customer with the information provided. If this is a contract were administered by Financial GAP Administrator, we would be happy to assist.   

   

  Business Response

  Date: 03/26/2025

  Hello, 

  Please see attached for our formal response. Thank you.