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:11/08/2022

  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've been waiting for Carchecx to approve a repair to my car, it's going on 4 days now. If I knew this I would have never purchased this plan. It's suppose to provide a rental car, but they will not provide a rental car until they approve the repair. I just want my car fixed in a timely manner for the $2600 I spent on this extended warranty. This should've taken one day and I should've had my car back.

  

  Business Response

  Date: 11/18/2022

  Please see attached.

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ The inspector also looked at the seat warmers, and was suppose to look at the power door locks which are also broken, are in my contract and should be covered. I called Royal administration, and they said they never looked at the power door locks, and the seat warmers are covered also in my contract,& and that was a mistake by them. So they are also responsible for the repair of my power door lock, and seat warmers. Which neither of those are in their response here.

   

  sincerely,

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

   

  

  Business Response

  Date: 12/02/2022

  Please see attached.

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I do not except your response, after getting my car repaired for the alternator belts and gaskets you covered less than 50% of what it cost to fix, plus you did not cover diagnostic fees. So Im not sure what you will even cover on the seat warmers and door locks. Plus Ive called twice, and they said it was covered, every time ************** calls they tell them its not covered. So at this point I would just like a refund of my $2671 I spent on the plan minus the $514.66 that you paid towards the $1200 I paid for getting my car fixed with this plan. I thought this was a full coverage plan not a partial plan. See attached documents above.

  
  Regards,

  ******

   

   

• Initial Complaint

  Date:11/07/2022

  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.

  Purchased a vehicle, a 2009 VW CC in May of 2022 also with that, purchased a car warranty through Carchex which subcontracted it to Royal Administrations. The vehicle drove fine until about August. In August, the car began to misfire and was not driving normal. I took the vehicle into a repair shop specific to VW's and Audi's called Leading Edge Automotive. The warranty company came and inspected the vehicle and determined THEY wanted a tear down of the vehicle to look in the motor. The vehicle stayed at the shop until they could do a tear down which took place at the beginning of October. Upon inspection of the motor it was thought that the block was warped due to a lubricated part failure. Royal Administrations told me that the part is not covered due to the engine block being warped and left it at that. They did not want to hear or be told why it warped. The shop reassessed the issue and found multiple lubricated scored parts. They determined the scoring of these parts are what likely caused low compression and not the block. This was told to Royal Administrations and they said they wanted a further tear down of the motor to determine the cause. I asked them if it was necessary if the mechanic already knew why it had issues. Also, I stated that I cant afford to keep being charge to tear down a motor with no guarantee it will be fixed. They stuck by that and will not do anything to help. They were told before requiring a tear down that the motor CANNOT be put back together after the tear down, both by myself and the repair facility.Now I am left with a vehicle in a shop with a torn down motor, a $600 dollar labor bill because they make you foot the bill for something THEY require. Also, while still paying for a warranty that does not want to cover my vehicle. Ive called their customer service so many times and even emailed their VP of Operations and the only answer they keep giving me is that its going to require a further tear down.

  

  Business Response

  Date: 11/18/2022

  Please see attached

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I have read the policy of the company and it still has not provided a reason for further tear down than what has already been done.  The response stated issues may have come from low oil pressure and if that is the case why not cover that?  If that also is the case that means internally lubricated parts would be effected or damaged do to that to cause low compression which may require the replacement of a motor.  The answer is already there in their statement!  ************ has done everything possible to dodge this claim although the mileage and timeframe requirement have been met.  Furthermore, upon review of the warranty policy, the policy states it does cover internally lubricated parts but does not specify what it considers internally lubricated.  ************ has been given reason over and over by a certified mechanic of a reputable repair facility.  I definitely, will advocate for people to save their money and not fall for these car warranty scams.  ************ basically made a free almost $500 from me for nothing.  That's how they get over.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,******   

  

  Business Response

  Date: 12/02/2022

  Please see attached

• Initial Complaint

  Date:10/25/2022

  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.

  Please see letter attached Seeking reimbursement for costs Photo Description: Image 5723-5727 show damage to BOTH sides of the inner fender (scraped) this is due to the failed struts on BOTH Sides. Image **** is the communication from Royal to *******!, Image **** and **** were taken in October 2022 after the car was moved to the front (note both sides are DOWN Shop stated pass. would not hold pressure and driver would deflate and was not holding pressure, these should hold pressure indefinitely if they are within manufacturer spec.), Image **** was taken in September note the car is on the ground. Image **** was on 10/21 after the repair, note the car holds height and pressure. I have also taken more photos since it has been returned and repaired all 24 hours apart showing it holding pressure as it was designed to do.

  

  Business Response

  Date: 11/04/2022

  Please see response.

• Initial Complaint

  Date:10/18/2022

  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.

  ******* wrote a warranty through this place. I waited my required amount of time (30 days and ***** miles), and 4 months after purchase, I had a leaking water pump on my car. Inspector verified concern and ******** said "looks like it was leaking way before the warranty purchase." The adjuster was extremely rude, talking over me, being belligerent, etc. I asked for proof and he just kept saying "it was denied, you'll get a letter of denial. is this done?" Failed to provide proof of his statement. We bought the car in June and it passed inspection clean bill of health from the dealer, and we never had an issue with it or had to add antifreeze but it was "leaking for quite some time." couldn't give me proof, just kept saying denied. I feel as though I was scammed out of my money and time with this warranty. I followed all necessary rules and contractual agreements. They did not hold up to their end of the bargain, they would not provide reasonable proof this was a failed issue for quite some time, they would not explain further. This is a scam.

  

  Business Response

  Date: 10/28/2022

  Please see attached

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please see attached response from the customer. There is no way ********************** can justify existing repair if the vehicle has driven ***** miles since purchase of the contract. Royal Administration Services needs to be able to provide a time at which this complaint against the car started happening. Customer followed all rules with the contract, including waiting the mandatory 30 days and ***** miles before warranty came into effect. During that time frame, if the vehicle had an existing failed water pump, the vehicle would have broken down or shown obvious signs of stress within that ***** miles. Royal Administration services did not complete a vehicle inspection at time of contract purchase, meaning they cannot confirm if this problem was on the vehicle for an extended period of time. In  addition, if this was a problem that was existing, don't you think it would've been taken into the shop way before 4 months and ***** miles have passed?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/08/2022

  Please see attached.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is a he-said, she-said response. Royal cannot simply provide physical proof of the exact timeframe of the start of this leak. Royal fails to acknowledge that the water pump is not original to the car, meaning it was replaced sometime before, which could account for the buildup of coolant underneath. Royal fails to acknowledge that this part is a covered component of the warranty that was purchased in good-faith from the owner of the vehicle. Royal fails to acknowledge they agreed to cover this vehicle and this part without completing a proper inspection, rather just wait 30 days/1,000 miles, which was well completed by the owner. Royal cannot deny a claim based off of undisclosed facts without proper documentation and proof. The vehicle would not have been delivered from a reputable car dealership with a massive leak, such as pictured. Royal also fails to provide physical proof that the leak in the pictures were in fact on this exact car, rather, I believe they are showing pictures of a different vehicle. Royal wrote this warranty in good faith with myself and Carchex, as I did as well. Without proper documentation or proof of exactly when this leak started, Royal cannot deny a covered component if the owner of the contract performed satisfactory contractual obligations, such as 30 day/1,000 mile wait. Rather, I think Royal is scamming people and trying to find a way out of covering a covered component and thus providing illegal tactics against the ************************* Again, this vehicle would not have been delivered to us at time of purchase from a large ****** dealership with an active leak. Royal is responsible to cover this failed part, per contract, as they are unable to provide documentation on what date and mileage this leak started, rather basing off of assumptions that are clearly not accurate. I am more than happy to get the vehicle fixed and provide all documentation to Royal in a court action, as they are in charge of repairing said vehicle.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/14/2022

  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 bought an extended car warranty from Carchex written by Royal Administration Services last year for my 2016 *** X5. AT the time of purchase i was told that i could take my car to the dealership when it had any issues and then the warranty company would cover the expense if the breakdown was covered under warranty. I took the car to the *** dealership and they provided a synopsis of the issues i was having. The claim filed for about $4000/- including time and materials that the *** workshop would charge. The warranty company accepted the claim and approved the repairs for only about $1600/-. The warranty company admits that all of the issues identified are covered within the warranty agreement but they are not ready to pay for the repairs.

  

  Business Response

  Date: 10/22/2022

  Please see attached.

  Customer Answer

  Date: 10/22/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to

  complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My complaint is not whether Royal is approving the claim or not. They have already approved the claim. However the amount of money and hours they have approved for parts and labor is not what the Repair Facility is charging me. The repair facility indicated that the total cost of repairs is around$9000/-. With labor of around 26 hours @ $189/hour and parts around $3500/. The Evaporator core has been approved by Royal worth $161/ while the cost of the part is $912 as quoted by the repair facility. 

  When I asked Royal to show me where to get the part for $161 i was told that is not something they can do. How is it that they are telling me to go buy a part for $161 but they cannot tell me where to buy the part at that cost. If it is an online retailer that sells the part for $161/ then they should pay me for a rental car to cover the amount of time it would take the part to arrive. 

  This is the real issue here - the parts from the repair facility cost $3500/ while Royal is approving $932/. But they are also not telling me where i can purchase the parts for $932. If they can tell me where i can get parts for that price, i will order for that price. Every shop i have gone to has quoted parts at upward of $3000/

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Asim

   

   

  

  Business Response

  Date: 10/28/2022

  Please see response.

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There are a few things still unanswered from the initial complaint. Autozone has the evap coil for *** for $161.99 but that coil doesnt support dual climate control thats in the vehicle under warranty. The mailing time of that part from Autozone is 4 days - While you admit now in your last note that you will reimburse 2 days of rental for delayed parts, your representatives on the phone do not mention this even after asking them several times about delayed parts or mailing of parts. 

  
  

  I appreciate that there will be a difference on labor charges based on where the car is taken but if you or the representatives indicated to me where you are sourcing parts from (which you just did in your note - Autozone), maybe we wouldnt be at this position. I will be fine paying for the labor difference between what you quote and between what the shop i choose has. 

  
  

  At this point, i have paid *** $2,100 on top of what the warranty company has paid and they completed the repairs. I would like to be refunded the $2100 from CarChex or Royal Administration Services.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Asim