Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:12/22/2024
Type: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.
Upon purchase of a used motorcycle in May 2023 I also purchased an extended warranty through the dealer. This warranty was provided by MCW at a cost of $********** August of 2024 said motorcycle had to undergo repair. Upon inspection and estimate a repair request was submitted to MCW. Subsequently MCW approved the repairs and the work completed. Completed invoice was forwarded to MCW along with supporting documents. To date MCW has failed to reimburse me for the costs associated with the repairs, although numerous contacts with MCW have only resulted in excuses as to why payment has not been received.
Business Response
Date: 01/07/2025
On September 13, 2024, we received notification and an estimate for a claim on the motorcycle covered by this contract.
On September 13, 2024, we authorized repairs. The shop/customer was instructed to notify us when the repair was completed, and we would issue the payment.
Contrary to the complaint,we never received proof that the work was completed and ready for payment.
On September 23, 2024, we did receive an email from the complainant with four attachments, but every attachment was completely blank. A blank attachment is not proof of completed work. The complainant could not comprehend that perhaps he had not used his technology correctly when attempting to send us proof, but instead berated us saying we were trying to rip him off. We never received proof of completed work.
On January 7, 2025, in an effort to close this complaint, we contacted the repair facility and they forwarded a final, completed invoice. Thats all we needed to issue payment, but also, we cannot issue a payment without it. It is incumbent upon the customer/repair facility to provide us with proof of completed work and a final invoice.
A check for $1,262.92 is being issued shortly made payable to the complainant.
Customer Answer
Date: 01/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. In addition I never claimed MCW was ripping me off but was told by ****** that payment was sent to the service provider on August 29, 2024. After waiting approximately 4 weeks for payment I again contacted ****** who claimed the post office was at fault for loss of the check. Subsequently ****** stated that a new check would be generated and sent to me - the customer- on 10/7/24 which to date I have not received. Time will tell whether MCW lives up to its promises.
Regards,
******* ******Initial Complaint
Date:06/07/2024
Type: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.
6/6 I took my motorcycle to a dealership and they found a serious problem with the transmission. They quoted the repair and I sent it to this extended warranty company. I have never had to use their coverage and did not anticipate a problem. they denied the claim. The rep I spoke with was arrogant and refused to transfer me to a supervisor. This is CLEARLY a mechanical problem and if it's not resolved it will burn out the transmission in my bike. Needless to say that would be very expensive and could be a safely issue as well. This is nothing other than a lame attempt to avoid paying for a relatively inexpensive claim from a company that I purchased a warranty from in good faith!Customer Answer
Date: 07/17/2024
They have not responded or corrected the problem.Business Response
Date: 07/19/2024
Hello,
Before we can consider a response, we need to know how **************** came up with the $2,100 amount. We contacted the shop where her motorcycle was evaluated, and the total cost of the repair is just over $300. We have attached a copy of the repair order.
Thanks,
MCW
Customer Answer
Date: 07/21/2024
They still have not resolved this repairBusiness Response
Date: 07/22/2024
Hello,
Before we can consider a response, we need to know how **************** came up with the $2,100 amount. We contacted the shop where her motorcycle was evaluated, and the total cost of the repair is just over $300. We have attached a copy of the repair order.
Thanks,
MCWCustomer Answer
Date: 07/22/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21817359
I am rejecting this response because:This makes no sense, the dealership estimates the repair around $300. Ismf this repair is not completed and it causes the transmission to be damaged the new transmission is $2100. Right now the dealership does not see damage to the transmission?
Regards,
*********************
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