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:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Safety Net Warranty denied the claim on my transmission that was still under warranty. I was told by the Conshohochen, Pa court system to report them to the BBB because they have no physical address or legit phone number to be served court documents or speak with someone.

• Initial Complaint

  Date:06/21/2024

  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.

  A warranty was purchased from company through a third party dealership (******** Auto) in Dec of '21. I believe this was my first claim filed. Last month (May) my truck began to drive funny as I was about a mile from home. upon arriving home my engine light came on. I took it to a local mechanic who told me that he wasn't equipped to work on the engine. I then contacted Safetynet and they told me to take it to a shop of choice. I took it to the Dodge dealer which is a mile from my home. Safetynet requested oil change records and those were immediately submitted. The dealership wasn't very proactive in completing the next steps that SN was requesting. They then quoted a much higher price for a new engine. At that point I was told by SN to retrieve my vehicle. On May 31's I had a tow company pick up the truck and take it 1 mile away to American Tire. American Tire gave their professional assessment but SN strongly insisted that in order for them to move forward they needed the engine dismantled to see the interior for the cause. Once this was done SN assessed that the engine was damaged because I drove it excessively AND I drove it to the current shop upon finding out that it was the engine. This is all false. 1) Once there was an issue the truck could not be driven for long distances 2)The truck was towed to it's current location 3) The current shop stated that it was nearly impossible to quantify how long the problem existed prior to there being any signs or how far it had been driven. I have paid for this warranty for the last two years and continue to do so. I only want to be treated fairly. The warranty is incorporated into my car note.

  Business Response

  Date: 06/24/2024

  Hello, In receipt of the comlaint for the denial of the engine claim. As outlined in the denial email:  it has been determined that the damage observed is consistent with prolonged operation of the vehicle despite warnings or indications of a potential issue. The wear was so severe from bare metal grinding on the roller, the roller ground down until it disappeared into dust.  As outlined in the warranty agreement issued to you, any additional loss or damage resulting from the operator's failure to take reasonable precautions to protect the vehicle after a breakdown or failure has occurred is not covered under the warranty.
  
  
  Specifically, the warranty agreement states that repairs resulting from abuse, misuse, neglect, lack of maintenance, faulty repair, vehicle alteration, accident, or failure resulting from a road hazard are not eligible for coverage. This vehicle was clearly driven from the first repair facility to the second facility and not towed as the supplied pictures from each shows a difference in mileage and every repair facility we talked to described loud noise in the engine. Please find the mileage discrepancy of 9 miles on the pictures of the vehicle dashboard as supplied from the first facility and the second facility. If the vehicle was driven by the tow company for 9 miles with a broken component, your grievance should be against the tow company, as it was clearly driven despite word to the contrary. Based on this type of issue, the vehicle would have been serviceable if it had not been driven to the point of metal grinding until it disappeared. This issue was a long term issue without being corrected.

  You are correct that 1) the vehicle could not be driven once there was an issue with the truck, however the correct response is : The vehicle SHOULD NOT be driven once there was an issue with the truck. 2) The truck was clearly driven 9 miles (based on the pictures of the illuminated dashboard showing the mileage. If you were not the driver, you should pursue the responsible party who damaged the vehicle beyond repair. 3) The facility's statement about being impossible to determine how long the problem existed is correct, however, the issue with metal rubbing against metal to grind one down so severely, did not/ cannot happen without the truck being driven with a loud noise and/ or check engine light. 4) We do not collect payment for your warranty on an ongoing basis nor was the purchase of the vehicle contingent on a purchase of a warranty. The policy only requires that the vehicle be maintained properly and not allow a small issue turn into a much bigger one as happened with this vehicle.

   

  Customer Answer

  Date: 07/05/2024

  Good Afternoon, 

  I am still in, talks with the original maintenance center who put the mileage on the vehicle. The lead technician is on vacation so we have been waiting for him to return. They are trying to get to the bottom of the excessive mileage. However, it is not uncustomary for mechanics to drive vehicles to assess what the issue may be. Safety Net warranty had plenty of time to refute the mileage discrepancy. Safety Net proceeded to request an engine tear down (at my expense) to make their assessment. Once this was done, they decided to deny the claim based on information that was already unveiled to them ie the mileage discrepancy. 

  Business Response

  Date: 07/05/2024

  Thank you for your response. The claim was denied. The additional mileage was further proof that the vehicle was not taken care of properly. Had the metal not been ground down so excessively, the vehicle may have been repairable.  Without a tear down, and knowledge of what failed, a claim can not be entertained. Just saying a vehicle needs an engine is not a viable claim. We need to know what component failed and the reason for the failure.You should absolutely know who drove the vehicle those miles as they are certainly a party to the failure of the bearing.

  Customer Answer

  Date: 07/07/2024

  As stated, getting to the bottom of the additional miles will be an ongoing investigation which will continue. However, the findings obviously will not reverse your decision. My personal opinion and the professional opinion of all professionals involved from both repair shops is that this is an unfair opinion that would take extreme time on my part to refute. At this juncture I am requesting a termination of any such agreement created with Safety Net for lack of performance and the inability to further take advantage of any said services on a vehicle that is inoperable.

• Initial Complaint

  Date:12/15/2022

  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 paid for safety net warranty back in 2019. I have a problem with my *** **. It is at the *** mechanic. The mechanic and I have called several times over a course of 2 weeks. My mecanic submited a claim about 4 times and no response whatsoever. We can not get a person and no one is reponding to the emails. This is a huge inconvenience and very very unprofessional.

  Business Response

  Date: 12/19/2022

  Good morning ******,

  Thank you for your letter.

  Unfortunately the statements are untrue. Our phone system tracks every phone call and email. We have no record of multiple phone calls nor multiple emails.
  

  The only email to start a claim on your vehicle was on Dec 15 at 2:48 pm (by the repair facility). We followed up with a phone call to them in less than 20 minutes to ask for more information and the claim was closed out a short time thereafter.

  If you have any other issues, please visit our website to submit a claim.

  Have a great day!

• Initial Complaint

  Date:12/06/2022

  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.

  12/5/2022 To whom this may concern I purchased my warranty in 2020 for $2000.00 with Safety Net warranty. I had no problems until 11/2022 when I went to get an emissions test and my engine light was on so I failed the emissions test at the DMV. So it was recommended to get my car service easy fix. I took my car to a local Midas and the told me there was other issues and do I have a warranty policy! I said yes I have a Lifetime warranty with Safety Net Warranty. So I gave them the information and they called left a email and with in 1 day they denied the service. I got in contact with SAFTEY NET WARRANTY and I showed them on my policy that they it covers 4 items on my auto breakdown and the rep said they can't cover it and made up bogus reasons why. I would like my money back and go to another company or for them to cover what my policy covers. Gaskets, Chains, Pump and Pump housing. I mean $2000.00 purchase for a warranty and I'm getting no help.

  Business Response

  Date: 12/06/2022

  ********,

  Thank you for reaching out again. Your vehicle failed the state emissions test because of a faulty oil pump. There were no other contributing factors, the oil pump simply failed. It happens very rarely, but it's not a covered component in your policy. However, to replace the oil pump the engine had to be taken apart to access the failed component. In order to reach the oil pump, gaskets have to be taken off. Once a gasket is removed, it simply can not be put back on without replacing it with something new. The gasket (the covered component) didn't / nor couldn't cause the oil pump to fail. Your policy is explicit in the covered components. If one of the covered components fail, we pay for it. But this is not the case in your situation. The oil pump failed, it's not covered in your policy. Any and all known good parts that have to removed and replaced to obtain access to the non-covered part are not a responsibility of your warranty. the covered parts DID NOT FAIL, and this is the reason the claim is denied.

  Hope this clarifies the situation fully.