Complaints

This profile includes complaints for G S Administrators, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  G S Administrators, Inc.

  1345 Enclave Parkway Houston, TX 77077

• 

  G S Administrators, Inc.

  P O Box 441828 Houston, TX 77244

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:04/15/2024

  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.

  On 03/11/2022, I purchased a 2018 Ranger Rover HSE from BWM of Grapevine located at ********************************************** with phone number **********. Along with the purchase of the aforementioned vehicle, I also purchased warranty coverage from GS Administrators **** a business entity located at ****************************************** with phone number *************. The warranty coverage typer per the contract is Premium Plus New, the term of the contract is for 36 months, and the cost of coverage was $5,221, which was fully paid along with the purchase of the vehicle. Please refer to page 38 and 39 of the attached.On 03/08/2024, while driving north bound on the US 75 highway, I realized my vehicle was not responding to the accelerator. I was able to pull the vehicle to curb very quickly. The vehicle was subsequently towed to the Range Rover dealership. Which confirmed that there was an engine malfunction, and the engine was completely damaged.Under the terms of the warranty contract ****** Administrators is responsible for providing coverage. However, the firm has tried everything possible to frustrate my claim and deny coverage. GS In Administrators took over a month to inspect the vehicle and come back to me with a response. After several follow *** and providing additional information, GS Administrators claimed without evidence that my vehicle was leaking oil previously and I drove it thereby exacerbating an existing problem. I refute the claims by GS Administrators *** as it is not only untrue, it is an attempt to avoid the coverage that was advertised and agreed to. GS Administrators also claimed without evidence that I failed to maintain the required level of engine oil, but this was also disproved as I provided evidence through the Range Rover located at ************************************** that I had just completed a full engine and oil check a few weeks prior to the engine malfunction.The fact is that there was a malfunction with the vehicle leading to sudden oil leak and subsequent damage of the engine. There was neither a failure to maintain proper oil levels or prior existing ******* is noteworthy to mention that GS Administrators *** has done everything possible to frustrate the resolution of my case. GS Administrators informed me (I have a recording of this) that I was not entitled to request for my Investigative Report or any other documents that was considered before my claim was denied. Upon additional request for same, they said I could only obtain information relating to the denial of my claim through an attorney. Another example, I called the firm on 04/09/2024 and was told the case would be escalated and a response provided in 48 hours. Upon further contacting the firm on 04/12/2024 it was confirmed that no such escalation was done. The unjust denial of our claim is a breach of the warranty contract and has led to untold hardship on my family. My 3-year-old special needs son is unable to make his ABA therapy classes without having to get a rental. The frustration and pain from the unfair denial has created additional stress impacting the health and livelihood of my spouse and I.Further it was apparent that the firm was going to cover the damage until they found out the cost. It is my belief that the firm is denying coverage because of the cost of repairs which it undertook to cover per our warranty contract.Please, I urge your office to please look into this injustice. I am available for addition comments, questions or if any information is needed.Thank you.

  Business Response

  Date: 04/26/2024

  This message is in regard to the complaint submitted on 4/15/2024 against G S Administrators, Inc..  Your complaint was assigned ID #********.
  
  We are writing to inform you that we have successfully resolved the complaint filed by Mr. *********** After engaging in constructive dialogue with the consumer, we were able to reach a resolution that both parties find acceptable. We are committed to ensuring customer satisfaction and take all feedback seriously. We appreciate the opportunity to address any concerns and work towards a positive outcome.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  
  **** ********
  Senior Manager, Operations Claims & Contact Center
  GS Administrators, Inc.
  ************************************************************
  **********************************
  *****************
  *****************

• Initial Complaint

  Date:03/20/2024

  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 purchased a coverage plan, both warranty and GAP separately at the same time at a previous vehicle, and no longer need it and never used it. the vehicle no longer exists and was paid for. I have repeatedly contacted GS admin both via email and attempted phone calls to cancel and have the policy refunded. the emails state that I have to call and when I call I am on hold for 30+ min with no one ever picking up the phone. policy number G1E03616591RTE.

  Business Response

  Date: 03/28/2024

  Dear BBB,
  
  We are writing in response to the inquiry we received regarding Mr. ******** message. We appreciate the opportunity to clarify the situation and ensure that all parties have a comprehensive understanding of the events in question.
  
  Upon a review of our records,it has been confirmed that ************************* (the lienholder on the vehicle) terminated the contract pursuant to the terms of Mr. ******* retail installment contract following repossession of the vehicle.  The termination was effective on January 22, 2024.  The appropriate refund was processed and credited to Mr. ******* account by the lienholder.  No refund is due to Mr. ****** directly based on the terms and conditions of the contract.   During our internal review of phone and email records related to this matter, GS Administrators also confirmed that we did not receive direct communication from Mr. ****** regarding this issue.
  
  For further assistance and detailed information concerning his case, we advise Mr. ****** to contact ************************* directly regarding his account. 
  
  We are dedicated to ensuring customer satisfaction and will continue to monitor this situation, offering any necessary support. Thank you for your attention to this matter.
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ****** illegally repossessed the vehicle and that is a separate matter. I paid for the warranty contact independently of the vehicle purchase in cash. I have left multiple voicemails and sent multiple emails regarding this and have been completely ignored.
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/18/2024

  Dear BBB,
  
  In response to Mr. ******* rejection of our response, GS Administrators****** (***) has conducted a further review of our records and confirmed ************************* is listed as the lienholder on both *************************** Contract (VSC) and his Guaranteed Asset Protection (***) contract. At the time of purchase, Mr. ****** made a cash payment toward the overall financed balance, however, both contracts were financed along with the vehicle, as evidenced by the lienholder information being included in each contract. There is no record of Mr. ****** paying cash separately for either the *** or the *** contract. Further, Mr. ****** signed each contract attesting that the lienholder information listed was correct. Signed copies of both the *** and *** contracts have been provided to Mr. ****** at the email address on file. As a result of the foregoing, the refund was appropriately issued to the lienholder and credited to Mr. ******* account. There is no additional refund that is due to Mr. ****** directly.
  
  In addition, it was previously noted and has been confirmed that *** does not have a record of Mr. ****** contacting us either by phone or email. We encourage Mr. ****** to contact ************************* directly regarding his account. 
  
  While we believe this matter was handled in accordance the terms of Mr. ******* contracts, GSA values customer satisfaction and we regret Mr. ******* frustrations regarding this matter. We apologize for any inconvenience Mr. ****** experienced, and if further clarification or communication with GSA is desired, we can be reached at *************************************************.
  

  
  

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I was never provided any information via email and the only response I ever got after sending multiple emails for to call a phone number that was never picked up.
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/06/2024

  Dear BBB,
  
  Regarding Case ID ********, GSA has been in contact with Mr. ****** to address his concerns and work towards a resolution. ********* has confirmed receipt of his signed VSC and GAP contracts via email.Pursuant to a telephone conversation between Mr. ****** on 5/3/24 and our Customer Claims team, we are pending receipt from Mr. ****** of copies of his Retail Installment contract to verify his purchase details and resolve or clarify any outstanding issues.
  
  *** remains committed to ensuring that Mr. ******** concerns are addressed promptly and that we reach a satisfactory resolution.Please feel free to reach out if you require any further information or assistance regarding this matter.
  
  Thank you for your attention to this issue.

• Initial Complaint

  Date:03/08/2024

  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 purchased a ***************** Platinum protection package for $2,676 for my RAV 4. I have attempted, and attempted, per the terms of the contract, to have the ****** hired Administrator, GS Administrators, ***** to pre-approve replacement of broken and/or defective parts. They have refused to even communicate with me regarding the issue, though, ****** had informed me to contact them. I have informed ****** that their Administrator refuses to communicate with me regarding replacing the parts. ****** simply responds to continue to contact the Administrator and refuses to honor the $2,676.00 protection contract I purchased from ******. . .

  Business Response

  Date: 03/21/2024

  Dear Mr. ********************** you for bringing this matter to our attention. We understand your frustration and apologize for any inconvenience you've experienced regarding your *********************************** Agreement. It's important to note that the service agreement you've purchased provides coverage for specific mechanical breakdowns and repairs, as outlined in the terms and conditions of the agreement. We strive to honor all valid claims and ensure that our customers receive the benefits they are entitled to. However, in order to initiate a claim under the service agreement, the vehicle will need to be taken into the selling dealer or a repair facility to be evaluated. This evaluation helps determine the extent of the mechanical issues and ensures that any necessary repairs are covered under the terms of the agreement. We encourage you to schedule an appointment with or a repair facility to have your 2017 ****** RAV4 assessed for the reported issues of water intrusion into the rear combination lamps and the overhead light switch breakage. Once the evaluation is complete, the repair facility will communicate directly with GS Administrators to initiate the claims process.
  
  We apologize for any difficulty you've encountered in reaching us and assure you that we are committed to resolving this matter promptly. If you require further assistance or have any questions, please don't hesitate to contact our customer service team at ************ or via email at **********************************
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  
  **** ********
  Senior Manager, Operations Claims & Contact Center
  
  GS Administrators, Inc.
  
  *******************************************************************************
  **********************************
  *****************
  *****************
  

  Customer Answer

  Date: 03/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  My Contract for the ********** states that, if I am unable to take a care to a ****** Dealer for inspection then I can contact *** directly and request pre-approval of repairs.  This is what I have done, twice, twice.  And, again, the contract states that I, the purchaser, can initiate this contact for pre-approval of repairs.

  Consequently, *** and ****** continue to violate the terms of my contract with them.  And, again, since this is the case, and the fact that we have never had a claim processed on the **********, I request a prompt and full refund of the  full amount we paid for that contract that is being violated and ignored by GSA and Toyota.  .  .
  

   
  Thank you,

   

  ****** F. ********
  
  
   
  

  Business Response

  Date: 04/11/2024

  Mr. ******************* are in receipt of your communication related to GSAs response to your BBB complaint ID ********. Again, we apologize for any inconvenience or confusion you may have experienced in relation to your ********** contract with us.
  
  After thoroughly reviewing the terms of your contract, we understand your concerns regarding the process for obtaining pre-approval of repairs. While your contract does provide an option to contact *** directly for pre-approval of repairs if you are unable to visit a ****** dealer for inspection, it is important to note that specific conditions and criteria must be met to initiate this process.
  
  According to the terms of your contract, prior authorization from us is required before any repairs are conducted. In the event that your vehicle becomes inoperable outside of normal business hours and you are unable to reach us, you may proceed with the necessary repairs. However, it is essential to understand that all other terms and conditions of the agreement will still apply. It is your responsibility to ensure that you contact us on the next business day or arrange for your selling dealer or repair facility to do so.
  
  We apologize for any miscommunication or oversight on our part and understand your frustration with the situation. Our primary objective is to ensure that all our customers receive the benefits and coverage they are entitled to under their service agreements.
  
  Rest assured that we take your feedback seriously and are fully committed to addressing your concerns in a timely and equitable ********* facilitate a resolution, I encourage you to speak directly with our Senior Claims Manager, **** ******** at ************ who can assist in finding a mutually agreeable solution within the confines of your contract. A phone call with him could potentially resolve your concerns promptly and prevent similar issues in the future.
  
  Thank you once again for bringing this matter to our attention. We appreciate your patience and understanding as we work to resolve this issue to your satisfaction.

• Initial Complaint

  Date:10/24/2023

  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 mistakenly filed this same complaint against a specific dealership but they are not at fault. The ones who are at fault is the warranty company that services my warranty agreement (GS ADMINISTRATORS) located at **************************************** Ph ************** On Friday October 20th 2023, I brought my car to **** ******* ****** dealership (they are not the culprit) located at ********************************************** I was told that my car needed some repairs. I was told that the repairs needed at the time were the axle on the passenger side and the replacement of the ball joints on both sides of the front end. I was told that the warranty company would cover the cost of the axle, but not the cost of the ball joints. I purchased a warranty agreement last year in is still IN FORCE. I PURCHASED THIS AGREEMENT FOR $2,500. ( AGREEMENT # T1E03511977RTE). THIS IS A PLATINUM LEVEL WARRANTY COVERAGE WHICH CLEARLY AND EXPRESSLY INCLUDES THE REPAIR OF THE **** JOINTS. I have included a screenshot of the paragraph where this is expressly stated. I am extremely dissatisfied and appalled by the audacity of GS ADMINISTRATORS to deny repair of the ball joints. I want this business to step up to the plate and provide the services that are expressly stipulated under this warranty (see attachment).

  Business Response

  Date: 11/02/2023

  
  In response to the complaint from Mr. ******** on October 25, 2023, with respect to his Toyota Scion claim, GS Administrators, Inc.(GSA) reviewed the details provided by both the customer and the repair facility, along with the photos supplied by the dealer. We did not identify any leaks in the ball joints or their boots that align with the manufacturer's replacement criteria, and as a result, the claim for the ball joints was declined due to a lack of definitive evidence of damage. *** did, however, confirm a leak in the right front CV Axle boot, and therefore *** authorized the claim for repairs to the CV Axle boot on 10/16/2023.  *************** has any additional questions, please have him call our Customer *********** at ************** and ask to speak with a manager.

  Customer Answer

  Date: 11/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  GS administrators are saying that the reason why they declined the re pairs is that they did not see damage in the ball joints. However ****** the dealership is saying that there is damage. So I would just like to know who is telling the truth Is there damage or is there no damage.
  
  Regards,
  
  
   
  

  Business Response

  Date: 11/15/2023

  At ***, customer satisfaction is a matter of pride for us, and we would like to present two supplementary choices for your consideration.
  
  If the repair shop can provide proof of a failure, we are more than willing to arrange for an independent physical inspection by a third-party company to assess the condition of the ball joints.
  We also recommend that the issue be monitored at each service visit to ascertain whether the condition escalates to a point that necessitates repair or replacement. Please note that the components listed are covered under your plan once a failure has been clearly identified.
  
  For any further questions or to discuss these options in more detail, we invite you to contact our Customer *********** at ************** and request to speak with a manager.

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  I found an independent mechanic shop who can attest to the fact that the ball joints need replacement. However, this  situation has been dragging on for over 6 weeks to 2 months. At the time of the initial complaint, my warranty was still in force. But as I said, this has been dragging on for almost 2 months and my warranty is now expired. So this case could essentially be considered a lost cause for me. Even if GS were willing to make amends, they would argue that my warranty contract is now expired
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  ********* Aparicio 

  Business Response

  Date: 12/23/2023

  In response to Mr. ********* rejection received on December 13, 2023, we again reiterate our offer for *** to arrange for an independent physical inspection by a properly licensed and certified third-party company to evaluate the condition of the ball joints at a location near you. To date we have not received definitive evidence suggesting a deteriorated condition of the ball joints on October *******, the date the claim was initiated, that would necessitate repair or replacement in accordance with the manufacturers criteria, and as a result we are unable to further process this claim. We encourage Mr. ******** to call our Customer *********** at ************** and request to speak with a manager to arrange the inspection.