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:01/10/2025

  Type:Order 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 August 1, 2024 I entered into an agreement with MotoAssure for a car warranty for my vehicle. I agreed to pay them $5,173. I have paid every payment on time to date, as agreed in the contract. December 2024 I had my car repaired for a cost @ $1,300.00. It was for a wiring harness, a part that is NOT considered a wear part. MotoAssure told me today, 1/10/25 that they will not cover a wiring harness. The contract has just about a full page of ALL items NOT covered by the warranty, called "exclusions" on page 11 of the contract/warranty. For the most part, all wear parts. There is NO mention under "exclusions" of not covering a wiring harness or issue. The representative agreed that she also couldn't find mention of it. She put me on hold and talked to someone and came back and told me they "we never cover wiring on any of our contracts". If it isn't stated in the contract under "exclusions" then they need to honor the contract and reimburse me for the total cost of the repair or reimburse all the money I paid for the contract.

  

  Business Response

  Date: 01/13/2025

  To Whom It May Concern (BBB),
  The consumer purchased a vehicle Service Contract from Direct Marketing Group, LLC, administered by MotoAssure Administration. Claimed was called in from the repair to replace a wiring repair. The contract was reviewed and noted wiring was a wear and tear thus not listed for coverage. SECTION V. EXCLUSIONS – WHAT IS NOT COVERED: Breakdowns that have occurred due to Wear and Tear. 
  Customer is seeking refund, they would need to contact the selling agent, Direct Marketing Group, LLC, **********.

  Moto Assure only handle claims processing as it written and agreed between the selling agent and consumer.

  Signed,

  Moto Assure Administration

  
  

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the contract does not state or even hint about a "wiring harness" not being covered under the extremely long list of "exclusions" listed in the contract therefore i understood it, as would any average consumer, that it therefore is covered.  The average car has over 30,000 parts so no one would expect you to list all parts individually that are or are not covered.   A wiring harness is NOT a wear part as you say.  No reputable company would define words in the contract only when claims arise.  Your section in the contract concerning wear parts list many parts that wear and are not covered but no mention of a wiring harness.  Metal, glass and plastic can wear just as wire in a wiring harness can wear.  But a wiring harness, nor a metal car fender, is not reasonably expected to wear, especially in this application.  Per the car manufacturer a wiring harness is not a wear part so they do not recommend any car owners pay to have them inspected periodically and replaced ever 20,000 miles.  Without trust there is no contract so I request my money back.  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/14/2025

  To Whom It May Concern (BBB). Wiring is not a mechanical failure; wiring fails due to wear and tear. This is not listed in the consumer's Vehicle Service Contract.

   

  Signed,

  Moto Assure Administration

• Initial Complaint

  Date:08/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased platinum auto protection from MotoAssure via Empire Auto Protection on 04/01/2024. On 07/15/2024 a claim was filed by my automotive mechanic SLM auto for an oil leak. 07/16/2024 company verified they had received the appropriate information via email and claim was being evaluated. Inspection for vehicle was scheduled on 07/020/24. Auto mechanical company was told on 07/24/24 the case was being evaluated still. On 07/30/24 I reached out to Moto Assure to verify they received everything needed for the claim. They did provide an approval was provided for work to be performed, Based on work approved, the Auto mechanic reached back out and stated the diagnosis approved by their adjuster was incorrect and provided information of correct repairs needed to resolve the oil leak. 08/06/24 additional claim for faulty AC compressor was filed by auto mechanic and additional photos and documentation were provided on previous oil leak claim. 08/08/24 auto mechanic verified ac claim has not been processed and stated adjuster would be contacted and will reach back out to mechanic. 08/09/24 Mechanic reached out again for update and AC claim has still not been processed and additional review of oil leak had not been completed. 08/12/24 Both myself and mechanic reached out and information was provided to mechanical that claims still have not been updated. When I asked to speak with supervisor, remedy was they would contact the manager over the adjuster to have him update information. I asked if this is something that would need legal action if not resolved as my I have not had my vehichle for a month I was told since I mentioned legal action they would not longer speak to me. My protection plan was sold to me at a total cost of $4,180.08, and I would like the company to honor the plan sold via Empire and ensure the work is allowed to be completed in a timely manner.

  

  Business Response

  Date: 08/13/2024

  To whom it
  may concern (BBB)
  
  *** *****
  purchased a vehicle service contract from Empire Auto Protect 4/01/2024. The
  repair facility called in a claim for the water pump, sway bar bushings and
  Struts on 6/27/2024.
  The repair
  facility did not have any required information to start a claim, we were
  waiting for an estimate for repairs. As of 7/15/2024 is when we received an
  estimate with proper information such as part numbers for the repairs and we
  opened a claim for *** *****, requesting a customer statement and required
  service records.
  
  We received
  service records from *** ***** on 7/17/2024 and after reviewing the service
  records we ordered an Inspection. This inspection is a 3rd party
  inspection company which goes based off the Repair facilities schedule on when
  they are available to go out and inspect the vehicles.
  
  Once
  receiving the inspection report on 7/24/2024 Management reviewed the claim
  verifying all documentation was in said claim.
  On 7/25/2024
  We reached out to the repair facility and left a VM for a call back.
  The repair
  facility called us back and we went over authorization for the water pump and
  sway bar links only as the inspector verified those items were the only
  provable points of failure. The Struts the shop called in with part numbers
  provided were not listed for coverage in the customers contract as they came up
  as Shock absorbers.
  
  The Repair
  facility sent us an estimate for repairs on an AC Compressor however had not called
  in until 8/06/2024 stating they wanted to add the AC compressor to the claim.
  We did advise that a new claim would need to open as this claim was now closed
  after going over authorization.

  Signed,

  CarGuard Administration, INC

  

  Business Response

  Date: 08/14/2024

  To Whom It May Concern (BBB)

  The shop was contact this morning, third party inspector is going out to view the concerns.

  Signed

  Moto Assure

  Customer Answer

  Date: 08/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response until completion of approval or denial of the claim in line with the auto protection plan purchased.
  

  I do appreciate the recent actions of the company to ensure the process continues to final resolution of this claim.
  

  I am still available for them to contact me directly to discuss, if they choose to.  
  
  
  
  Sincerely,
  
  
  
  ******* *****