Complaints

This profile includes complaints for Emulate Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Emulate Auto

  Lutherville, MD 21093

• 

  Emulate Auto

  9515 Deereco Rd Timonium, MD 21093-2116

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:08/01/2025

  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 never ask for this coverage my car is still under dealer warranty

  Business Response

  Date: 08/01/2025

  Mr. ******,

  We have received zero calls from you since you enrolled back on 4/10/2025. Please contact us directly so we can help resolve any of your issues. You can contact us directly at ************. Thank you. 

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising 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.

  So I call and ******** is on the phone. I ask for a supervisor or manager and she said none available at this time. I told her I want the name off of the mailing list. She asked for approval number and then tells me she can take care of it because she's the general manager. Wow..all of a sudden she's the general manager. I tell her my dad, **** *******, is deceased and to stop sending this c*** She then starts to get an attitude and I tell her to TAKE HIM OFF THE LIST and she responds....go f*** yourself and hangs up These scammers have to stop targeting older, dementia people. STOP! STOP! STOP!

  Business Response

  Date: 07/17/2025

  Ms. ****,

  I have to sincerely apologize for the behavior that was demonstrated to you on the phone. I assure you that we are reviewing all the calls regarding this incident and will take disciplinary action accordingly. This type of behavior does not demonstrate how we operate as a company. Please be assured that all listings and contact have been permanently removed from our records. 

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/08/2025

  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.

  The company took advantage of my 82 year old mother. She unknowingly signed up for an extended warranty on her vehicle over the phone and did not know what the charge was on her credit card statement when she received it. I called the company and was promised a return phone call within 24 hours, which I never received. I then called the company again and tried to explain the situation. I spoke to two incredibly rude, condescending, and argumentative people who were no help whatsoever, even after I explained that my elderly mother has cognitive issues and had no idea she signed up for anything. I was told that she agreed to the service in May and the monthly charge is $221.33, which is an outrageous amount. They refused to do anything to assist me and told me that she is responsible for the $221.33 she was charged in June and that they would send it to collections if she does not pay. I was also told that she will continue to get charged until she mails a letter cancelling the policy. While she was apparently able to sign up and incur a financial obligation verbally over the phone, she needs to mail a letter to cancel it. There is no way to do it online and they refused to make a note in the account explaining the circumstances. The utter rudeness and lack of basic professionalism was absolutely astonishing.

  Business Response

  Date: 07/09/2025

  Ms. ******,

  We apologize for the issues at hand here, but there seems to be a mix up. We didn't receive any calls from anyone post sign up and only first received a chargeback notification from the bank. We received our first call after leaving messages for over a week with someone claiming it wasn't them who signed up until we reminded them of the initial interaction. We then asked that the customer to cancel in writing considering the aforementioned claims that it was not her who signed up and we would cancel the file out. Calling the bank and claiming the charge was fraudulent only causes additional steps on everyone's behalf. We will cancel out the file and respond to the dispute accordingly. Thank you. 

  Customer Answer

  Date: 07/14/2025

  I just saw the response from the company and it is inaccurate.  I called them on June 23, 2025 to ask about the charge on my mother's statement that she did not recognize and was told I would receive a call back within 24 hours.  I never received a call back and my mother then disputed the charge with her bank.  As I had left my phone number with the company on June 23rd in expectation of a return call, I then started receiving text messages on my phone asking for payment.  I then contacted the company for a second time and had the interaction with the billing department and **** **** which led to me filing the complaint with the BBB.  I was told that the only way to cancel the future payments was to send something in writing to an address they would not provide to me over the phone and said they would send to me via email.  I gave my email address and, to date, have still not received anything from them.  I am unclear on the company's vague response.  They stated that intend to contact my mother's bank and respond to the charge in question.  I would like verification that they are not seeking any back payment and will not seek any future payments.  I would like this to be resolved and finalized asap.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23571869
  
  I am rejecting this response because: I just saw the response from the company and it is inaccurate.  I called them on June 23, 2025 to ask about the charge on my mother's statement that she did not recognize and was told I would receive a call back within 24 hours.  I never received a call back and my mother then disputed the charge with her bank.  As I had left my phone number with the company on June 23rd in expectation of a return call, I then started receiving text messages on my phone asking for payment.  I then contacted the company for a second time and had the interaction with the billing department and **** **** which led to me filing the complaint with the BBB.  I was told that the only way to cancel the future payments was to send something in writing to an address they would not provide to me over the phone and said they would send to me via email.  I gave my email address and, to date, have still not received anything from them.  I am unclear on the company's vague response.  They stated that intend to contact my mother's bank and respond to the charge in question.  I would like verification that they are not seeking any back payment and will not seek any future payments.  I would like this to be resolved and finalized asap.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 07/14/2025

  Ms. ******,

   

  That is simply not true. The first interaction we had was someone stating they did not recall setting this up and we reminded them of the initial phone call. After the chargeback, we spoke to someone who pretended it wasn't the customer. Whenever we have any confusion with the policy as in this situation, we ask them to submit the cancellation in writing so we are not held liable for any potential repairs on the vehicle. 

  At this point - the file has been cancelled due to the excessive back and forth and confirming the vehicle is no longer covered. We just needed to clear up the confusion. 

  Customer Answer

  Date: 07/15/2025

  I am satisfied that the account has been closed and there will be no further charges.  I do, however, need to clarify again that the company's statements are blatantly false.  It was me who initially spoke with someone and requested information about the charge as my mother did not recognize it.  I was promised a call back within 24 hours and never received one.  It was also me who spoke with the company after the chargeback as I was then receiving text messages asking for payment.  How they can now claim that I "pretended" to not be a customer is baffling.  I told them very clearly that I was not a customer and that I was calling on behalf of my elderly mother.  Further, while the company claims they simply asked me to send my cancellation request in writing, they refused to provide me with the address where the cancellation request needed to be sent over the phone, and also never emailed it to me as promised which thereby made it impossible for me to cancel, hence this complaint.  I understand the business is now attempting to justify its practices but what they are claiming is untrue and I should not have had to involve the BBB to get this resolved.  A simple ****** search of the company shows a pattern of complaints about misleading practices, issues with cancellations, and potential scams or fraud.  They should not be permitted to continue engaging in these practices.  

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I am satisfied that the account has been closed and there will be no further charges.  I do, however, need to clarify again that the company's statements are blatantly false.  It was me who initially spoke with someone and requested information about the charge as my mother did not recognize it.  I was promised a call back within 24 hours and never received one.  It was also me who spoke with the company after the chargeback as I was then receiving text messages asking for payment.  How they can now claim that I "pretended" to not be a customer is baffling.  I told them very clearly that I was not a customer and that I was calling on behalf of my elderly mother.  Further, while the company claims they simply asked me to send my cancellation request in writing, they refused to provide me with the address where the cancellation request needed to be sent over the phone, and also never emailed it to me as promised which thereby made it impossible for me to cancel, hence this complaint.  I understand the business is now attempting to justify its practices but what they are claiming is untrue and I should not have had to involve the BBB to get this resolved.  A simple ****** search of the company shows a pattern of complaints about misleading practices, issues with cancellations, and potential scams or fraud.  They should not be permitted to continue engaging in these practices.  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/06/2025

  Type:Order 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 March ******* I purchase an extended warranty for my vehicle at ******* terms was for 48 months or ***** miles which cover any mechanical problems. I purchase the vehicle in September of 2024 at 17% interest rate, my payments are ****** a month. So in May I received an unexpected mail saying I was eligible to refinance, my notes was gonna drop to ****** a month and the vehicle was gonna be cover if any mechanical problems happens so I look at the handbook I received from Emulate,it states that purchaser has the right to cancel the contract at any time and that any money will be prorated. So I call my agent **** **** to cancel,so instead of cancelling he is telling me to not to and he keeps talking over me we like having a heated argument on the phone he tells me to think on it and call him back.I call back now my call is going to voice mail I'm leaving messages to call me back he never did I talked to a secretary and every time she saying he on the phone and will call you back but no calls back she said she would pass my concerns on that's when he calls back on June 6 telling me I had to mail in a letter of cancellation I fed-ex letter the next day paid 65 dollars letter made it there on Monday June 9,.Now he's not answering or returning any of my calls I even had the refinance people to reach out and he's not returning any of their calls. Now its June the 3 no calls back secretary saying same thing says he on the phone he will call you back.

  Business Response

  Date: 07/08/2025

  Mr. *********,

  A few points to make - We are not your refinance company and you've been with us for several months which is well beyond the 30 day ***** This was explained to you by **** when he spoke to you on 5/29/2025. Secondly, you told us that you were covered with *************** which we tried to explain to you that it was not the same thing as a protection plan. You told us that you would follow up with us to confirm and we agreed on 6/6/2025 that it was ************** It also seems like you have spoken to us several times(3 times) since the last correspondence. We are unsure why you felt the need to post a complaint here when we have spoken to you 6-7 times over the past couple months when you call. Please contact us directly for any further issues/questions you may have.

   

  Customer Answer

  Date: 07/14/2025

  I dont agree with response they havent returned my calls for a month **** told me to send in a letter of cancellation I even had the refinance people to reach out but no answer I than left over 30 messages but didnt get no response I have the right to cancel at any time it dont matter what kind of insurance I have he dont know the situation a person is in and I am offended about how **** has acted.

  Customer Answer

  Date: 07/14/2025

  No this matter has not been resolved I dont appreciate the lies **** is telling I been reaching out for a month the last time I spoke to **** was June 6 which I had to argue with him then he told me to send in a letter of cancellation which I did on June 7 the next day thru FedX which the letter made it there on Monday June 9 and I havent heard a word from him I been leaving messages almost daily even had the refinance people to reach out but no response 

   

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23555630
  
  I am rejecting this response because:  I dont agree with response they havent returned my calls for a month **** told me to send in a letter of cancellation I even had the refinance people to reach out but no answer I than left over 30 messages but didnt get no response I have the right to cancel at any time it dont matter what kind of insurance I have he dont know the situation a person is in and I am offended about how **** has acted, 

  No this matter has not been resolved I dont appreciate the lies **** is telling I been reaching out for a month the last time I spoke to **** was June 6 which I had to argue with him then he told me to send in a letter of cancellation which I did on June 7 the next day thru FedX which the letter made it there on Monday June 9 and I havent heard a word from him I been leaving messages almost daily even had the refinance people to reach out but no response 
  
  Sincerely,
  
  Remos *********

  Business Response

  Date: 07/15/2025

  Mr. *********,

  We've spoken to you over half a dozen times in the last 30 days. We are unsure on why you're stating no one is calling you back. We are not your refinance company. Please direct your concerns with your loan. We are not the bank. We made this clear to you when you called several times. 

  Customer Answer

  Date: 07/15/2025

  I have not talk to anyone but the secretary since June the 6 I was told by **** **** to send in a letter of cancellation I which I did the very next day on June 7 fedx said they delivered the letter on June 9 at 10am since then I been calling the secretary try and patch me to **** and every time she comes back and say hes on the phone he will call you back but no calls back was ever made I just want a prorated amount of my money back I know this is not a refinance company I have the right to cancel at anytime per handbook 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23555630
  
  I am rejecting this response because:  
  
  Sincerely,I have not talk to anyone but the secretary since June the 6 I was told by **** **** to send in a letter of cancellation I which I did the very next day on June 7 fedx said they delivered the letter on June 9 at 10am since then I been calling the secretary try and patch me to **** and every time she comes back and say hes on the phone he will call you back but no calls back was ever made I just want a prorated amount of my money back I know this is not a refinance company I have the right to cancel at anytime per handbook 
  
  Remos *********

  Business Response

  Date: 07/15/2025

  BBB - 

  Those are two separate issues. The funds paid to our business was for vehicle protection which would be eligible for a refund if cancelled(as with any of our policies). The issue is that the customer was stating to us in the previous conversations that ***********, his loan for his vehicle had a protection plan. We told the customer repeatedly that it does not and we are two separate entities. He just kept yelling at us asking us to remove it from his loan which we have no control over. 

  Customer Answer

  Date: 07/16/2025

  This is the back and forth that Im talking about if I want to cancel this policy I have tihe right to it shouldnt have came to that you all cant make me change my mind yes I did get upset when **** was trying to talk over me like Im a child Im **************************************************************************************************************************************************************************** the letter of cancellation I dont like have I been treated I supposed to be a customer you keep talking about *********** I know what I purchased from you all but at the end of the day per handbook I have the right as a purchaser to cancel this policy at anytime and thats what I want to do I have been sick about this I even ask to talk to someone over **** and was told **** is the boss so you tell me he cant return my phone calls? 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23555630
  
  I am rejecting this response because: 
  
  Sincerely,
  
  Remos *********

  Business Response

  Date: 07/17/2025

  I apologize for the back and forth on this. We really got a bunch of mixed communication on this and I'm almost certain this is not the customer responding to these complaints. Nonetheless, we will cancel the file out and refund the customer accordingly per the pro-rated refund(on the agreement). 
  
  Thank you for your help in this matter. 

  Customer Answer

  Date: 07/19/2025

  Thank you 

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Remos *********

• Initial Complaint

  Date:06/24/2025

  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 signed up for an extended warranty with Emulate Auto on April 7, 2025. When I talked to *****( a *** for Emulate Auto) I was assured that if I was not satisfied with their service, I could receive my money back within 30 days. Three days later on April 10, I decided to cancel their contract and tried to contact *****. When I called, I was informed that only ***** could process my cancellation and that she was out sick. After several attempts to contact *****, I asked to speak with her manager. The manager informed me that I had to send a certified letter requesting cancellation to an address in the booklet they sent. I sent the certified letter on April 22. It was delivered, left with an individual on April 28 -- well within the ****************************************************************************************** contact with Emulate Auto. My credit card company reversed the charges. On June 12, the charge was once again placed on my charge card stating that it was a business transaction on my part. I , Emulate Auto on June 12 to let them know that did not receive my refund. Today, June 24, another manager called me to say they would look into the matter. Once they received the certified letter requesting cancellation I should have received my money back. It's been almost 2 months; I should have received a letter or a phone call from this company. It took 12 days before this new manager responded to my phone call.

  Business Response

  Date: 06/25/2025

  Mr. ******,

  We apologize for the misunderstanding, but there are several issues at play here. When we received your cancellation letter on 4/29/2025, your refund was processing within the applicable time frame(30 days from that date as you were informed). Unfortunately, we received a chargeback notice 2 days later on 5/1/2025. At that point, since your bank was to return those funds to you, the refund process was cancelled. Your bank decided to return the funds back to us on 5/31/2025 after determining it was in fact not fraudulent and an approved transaction by the user. Once that happened, we re-initiated the refund process less than 24 hours later. You then called in on 6/23/25 asking to speak to a manager who returned your call less than 24 hours later. We last spoke to you yesterday, 6/24/2025 @ 1:20PM EST. It has not even been 24 hours to gather all this information to return back to you before you decided to file this complaint. 

  Please allow your refund to fully process before taking any further measures as it was initiated back on 5/31/2025 when we received alert from your bank. Your refund will again be processed on 6/27/2025. 

• Initial Complaint

  Date:06/20/2025

  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.

  My name is ******** ********* and I'm filing this complaint on behalf of my mother, ****** *********.She was scammed by Emulate Auto LLC. She's called multiple times, followed 'their' so called procedure to cancel, and she has continued to be charged. The number of characters you can type here does not allow me a full explanation of what has happened so I've attached a word document along with attachments of pertinent information on this complaint.

  Business Response

  Date: 06/23/2025

  Ms. *********,

  We apologize for the misunderstanding, but we did receive the cancelation letter dated on 5/20/2025 as confirmed from your upload and did cancel the file at that time. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23493419
  
  I am rejecting this response because: 

  The company did NOT acknowledge what has currently been charged to my credit card.  It was attached with my BBB complaint.

  I was originally billed $295 on April 16, 2025 by ****** ******.  I was issued a credit by my credit card because I spoke with my daughter and she advised me that this was probably a scam and to cancel but when I received NO response from Emulate Auto, I complained to my credit card and they credited that amount on May 16, 2025.  I was then charged by one of their payment divisions, *****, on my statement as Walco payment auto *******, **, for $219.33 on May 18, 2025 and then charged another $295.00 by Emulate Auto on May 25,2025.  They acknowledged in their response they received the letter on May *******, YET, they still charged this $295.00. 

  The action I'm requesting is that these additional 2 payments that were charged be credited back to my credit card.

  The amount is $514.33 (219.33+295.00)

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/26/2025

  Ms. *********,

  As you stated - your cancel letter was received on 5/20/2025. Your payment was ran on 5/16/2025 as your monthly recurring date of choice was the 16th. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23493419
  
  I am rejecting this response because: I tried to cancel before you ran these payments and your agents wouldn't respond to my calls. That is on you.  I spoke to my daughter and she was right, you are scamming people.  I tried calling within a week to cancel and NOBODY would return my calls. My daughter called too and she received the run around as well.  speaking to Carrera who said ****** was no longer with your company and that **** **** was now handling his calls and/or accounts.  He didn't return my daughter's calls either. By the time I finally was able to get a human on the phone after weeks of contacting you, I was then told I had to send a letter.  I have already filed a complaint with the *** and **** to request an investigation of your company and also with my state attorney general *** ******. If you do not want to credit what you fraudulently have stolen from my credit card as payment, I will contact my credit card to make sure they do not make payment on the $514.33 that you have additionally billed my account without my permission. Also, we know you are a scam because now your company is calling my daughter's phone, a robocall I assume, and nobody says anything and it's labeled as SPAM RISK on caller ID.  Anybody that deals with your company is a potential scam because my daughter and I have read your complaints online in multiple social media posts.

  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 06/26/2025

  There was NO resolution offered by this company, only lip service, that is why I am not satisfied that they fraudulently billed my credit card which apparently, they refuse to acknowledge and provide a resolution to that. The resolution is crediting back my credit card for $514.33.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  Date:06/08/2025

  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 am absolutely outraged. I have tried countless times to cancel this service, yet they refuse to stop harassing me. They call my home every single day, despite my repeated demands to be left alone. This is a predatory and manipulative business that falsely claimed to be associated with the dealership that sold me my car.I made it explicitly clear that I do not need a warranty policy. I am 91 years old and hardly even drive anymore. What they are doing is not just unethical its cruel.This constant, unwanted contact is taking a serious toll on my mental health. Im experiencing stress, anxiety, and emotional exhaustion from their relentless and dishonest tactics. No one especially a senior should have to deal with this kind of exploitation and psychological pressure.

  Business Response

  Date: 06/09/2025

  Ms. *****,

  The reason we have been calling, as explained to you during the multiple conversations we've had - is to help you properly cancel the coverage. You simply called your bank and claimed this charge as fraudulent instead of following your cancellation procedures as detailed in your policy paperwork. We are just the enrollment agents and are trying to help expedite this process along so you stop receiving the calls. Please contact us so we can help you get through the process. 

• Initial Complaint

  Date:05/22/2025

  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 agreed to an extended warranty but the company did not adhere to repairs with me paying only $100, I ended up paying 1700 total and cost for rental car. I have also sent a letter asking for cancelation but they continued to take money.

  Business Response

  Date: 05/22/2025

  Ms. ******,

   

  Per the agreement and your contract - we paid out $1500 on your claim which was the agreed upon liability limit for your repair. You've only been with us since October of last year. Additionally - when you requested to cancel, you were advised to follow the cancellation instructions in the same agreement. We never received anything but a chargeback from your bank when you claimed this was fraudulent. Obviously it was not considering we paid out your claim. 

  If you would still like to cancel, please follow the instructions in your booklet. Although, since you have been with us for over 6 months now, your limits have been lifted and all future costs would be covered in it's entirety with the $100 deductible. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23362311
  
  I am rejecting this response because: I  was not very happy. The person I  spoke to on the phone when deciding to extent the car warranty told me I would only pay 100, then once I  paid my money I didn't receive the contract until later that had different information from what she said on the phone to get my money. I followed contract to mail letter for cancelation and  was not expecting a refund but instead of cancelation company continued to take money. I told ******* was fraud because of failure of company to cancel contract as requested.  I no longer have contract and would like to proceed with cancelation 
  
  Sincerely,
  
  Teekesha ******

  Business Response

  Date: 05/22/2025

  Ms. ******,

  I apologize that you are not happy with the services, but apart of the disclosures read to you during the call asks you to make sure to read through the terms and conditions in the contract as we cannot go over every detail over the phone. Additionally - we never received any cancellation notices. 

  I will forward your account to the cancellations department **** and consider your account closed. Hopefully this resolves your matters. 

  Business Response

  Date: 05/22/2025

  Ms. ******,

  I apologize that you are not happy with the services, but apart of the disclosures read to you during the call asks you to make sure to read through the terms and conditions in the contract as we cannot go over every detail over the phone. Additionally - we never received any cancellation notices. 

  I will forward your account to the cancellations department **** and consider your account closed. Hopefully this resolves your matters. 

  Customer Answer

  Date: 05/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Teekesha ******

• Initial Complaint

  Date:04/22/2025

  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 had a 2018 ******* Santa Fe Sport that I got Mechanical breakdown protection through Emulate Auto LLC. I purchased the protection 11/20/2023. On December 17, 2024 my husband and myself where in a bad car accident and the vehicle was totaled. I called Emulate Auto the beginning of January 2025 and spoke with the Agent (who is no longer with the company) and explained the vehicle was totaled and I needed to cancel the contact. He ASSURED me there was NOTHING I needed to do on my end. He was very apologetic and said He would take care of canceling it for me. I assumed everything was fine because in January 2025 I was not charged anything. I noticed February 20, 2025 $****** was withdrawn from my checking account so I called and left a message for someone to please call me back (they NEVER did). Again on March 24, 2025 $****** was withdrawn from my checking account. Unfortunately also on March 24th my husband of 55yrs passed away. My daughter (****** Tanks) came to stay with me and was looking over my finances and I explained to her how this company keeps taking my money every month. She then called on April 4th & spoke with ********* who explained that agent had been let go and now the new agent is "****". He was supposed to call back (never did). My daughter called again on 4/10 and 4/21. Again ********* told her "****" would call but still has not. We even sent a certified letter on 4/15/2025 and still NOTHING. I am a 75yr old widow now living off ONE income. I cannot afford for these people to keep taking my money. They owe me $****** for the month of Feb 2025 and ****** for March 2025 and i Bet they will TAKE $****** AGAIN for April 2025. I don't even have the car. PLEASE PLEASE PLEASE Help me get my money back. They should be ashamed of how they are treating the elderly!!

  Business Response

  Date: 04/22/2025

  Mrs. Tanks,

  We apologize for the miscommunication here. Our records indicate that we did speak to you in Jan '25 after the issue with your vehicle being totaled and was informed you may buy another car and transfer the coverage over. Since then, the only correspondence we received was this month when your daughter called in. We informed her that the cancellation instructions were in the original booklet that was sent. Nonetheless, after speaking with your daughter several times - we did indeed cancel your policy. (We spoke to her again yesterday and she confirmed that the cancellation letter was sent out and she was to confirm tracking). 

  Again - we apologize for the misunderstanding, but your file is now cancelled. Thank you. 

  Customer Answer

  Date: 04/22/2025

  When calling in to your company, your message says "This call will be recorded". Can you please provide the recording of my call in January? I told the agent I wanted to CANCEL my policy. To the point if it wasn't canceled then why wasn't I charged for the policy in January?? Because He was to cancel it on that day. If it was NOT charged in January, then it should NOT have been charged in February or March. $237.17 each month. Yes, my daughter did get involved because had she not, you would still be taking my money for a vehicle I don't even have. Even ********* was very apologetic and she understood the situation and even she confirmed the other agent was no longer with the company and again apologized for him!! This is shameful of a company to take advantage of the elderly.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23233342
  
  I am rejecting this response because:  When calling in to your company, your message says "This call will be recorded". Can you please provide the recording of my call in January? I told the agent I wanted to CANCEL my policy. To the point if it wasn't canceled then why wasn't I charged for the policy in January?? Because He was to cancel it on that day. If it was NOT charged in January, then it should NOT have been charged in February or March. $237.17 each month. Yes, my daughter did get involved because had she not, you would still be taking my money for a vehicle I don't even have. Even ********* was very apologetic and she understood the situation and even she confirmed the other agent was no longer with the company and again apologized for him!! This is shameful of a company to take advantage of the elderly.
  
  Sincerely,
  
  ******* Tanks

  Business Response

  Date: 04/22/2025

  Mrs. Tanks,

  Unfortunately, I cannot speak on behalf of the conversation in January, just the notes provided. I will review the recording and submit a request to have the past three months refunded to you. I will call you directly if you would allow me 24 hours to review everything. Thank you. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23233342
  
  I am rejecting this response because: it has been well over 24 hours and I Still have not heard from anyone..at 75yrs old I should not have to be treated like this by a business. My daughter was told 3x's someone would call her back and never did, so when I saw you asked for 24 hours to call, I had Hope you would, but as I see you dd not. All I ask back it what you Took from me.
  
  Sincerely,
  
  ******* Tanks

  Business Response

  Date: 04/25/2025

  Ms. Tanks,

  I have tried to call you multiple times and left messages. We have three different phone numbers on file for you. I do not want to post the number on this forum, so could you please kindly give me a call and leave a message if need be. ************. Thank you. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23233342
  
  I am rejecting this response because: my daughter and I have called this number 2x's. First time did not leave a message. Second time left a message stating who we was and that we was told to call this number. Never given a name as to who the number belonged to. The Only numbers on your file are my numbers and my daughters cell phone number. We have checked ALL our call logs and voice mails, there is nothing from the number stated above and neither of us have received any voice mails from the company. I really don't understand why this is taking so long to resolve. Please just return my money. This is NOT how you treat your customers. My husband has been dead ONE month and you are doing this to me!! Shame on You.
  
  Sincerely,
  
  ******* Tanks

  Business Response

  Date: 04/29/2025

  Ms. Tanks,

  I am confirming that I did speak with you after the first message was left and confirmed with your daughter that all parties accepted our terms to close this complaint. Thank you! 

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Tanks

• Initial Complaint

  Date:04/08/2025

  Type:Order 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.

  Policy coverage on vehicle not owned; concern for finacial elderly abuse

  Business Response

  Date: 04/09/2025

  Ms. ******,

  We are very sorry for the interaction that you have had with our representatives. We will be conducting a full internal audit pending this situation. Please note that I have fully cancelled this file and refunded the down payment made on 3/19/2025. I assure you that we will make sure this incident does not repeat itself. Thank you for reaching out to us and I wish you and your mother the best. 

  Business Response

  Date: 04/09/2025

  I apologize for the inaccurate response. The cancellation and refund has already been processed on our end as I finished typing up the response. 

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******