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:01/03/2024

  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.

  I sent truck in to a dealer for work. On 8/26/23 I had to call dealer multiple times to figure out what they where doing to my truck. Even though I told them the issue I was having. The issue is that I was driving the truck to work and lost oil pressure. Limped the truck to work after that day. I drove it home that day with no low oil pressure. Checked the oil filter to find metal shavings. And a quiet but noticeable knock. Once at dealer they thought it was injectors. So the drove it around and hurt it more. 11/29/23 Chrysler wanted to jump thru hoops so I used my extended warranty by that time it was to late oil was leaking from the front of the engine due to them driving it which caused it to leak.Extended Warranty denied due to lack of lubricant. 1/2/24 Now everything is hear say and truck brought back to my driveway

  Business Response

  Date: 01/12/2024

  Sentinel Warranty (Sentinel)received your January 4, ****, email and letter and forwarded them to me for review and response. Sentinel administers the ************************ ******** contract) that Mr. *********************************** purchased on July 13, 2023,from Rock ******************** We hope you find the following information helpful.
  
  According to our files, the repair facility called the claims department on November 14, 2023, and reported a concern about a noisy engine. They diagnosed a knocking noise in the lower end of the engine. They removed the oil filter, found excessive metal contamination, and recommended replacing the engine.
  
  The claims team had set up a third-party inspection on November 14, 2023. The inspection report was reviewed on November 29, 2023, which confirmed metal shavings in the oil and that the oil level was well below the minimum **** on the dipstick. The claim was denied per SECTION 8 WHAT IS NOT COVERED, subsection F. (b) and(e), which states that Any mechanical breakdown or FAILURE caused by (b) overheating, regardless of the cause of overheating or resulting from contamination or inadequate amounts of coolant, lubricants, or fluids; (e) lack or loss of oil or lubricant, or poor quality lubricant or fluids.
  
  The claims team advised the repair facility that if they feel the failure had a different cause other than running low on oil, **************** will need to approve a teardown to determine the cause of the failure. The claims will then be investigated further to determine if coverage is available.
  
  On January 2, ****, **************** called and stated that they would move the vehicle to another repair facility and approve further teardown to verify the root cause of the failure. The claims team did explain that the repair facility would need to call the claims department to start a claim. We have not heard anything further, and the claim remains denied.
  
  By pointing out the foregoing, Sentinel and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:11/30/2023

  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.

  09/12/2013 $2,012.34 committed to pay for reapirs and only charge me $100 deductible.this has gone on since April of 2023. i had to take my 2013 dodge Ram **** in the dealership to have an engine replacement. i had to authorize a tear down of the motor. whcih in the agreement under Section 3 line 4 I would only be responsible for the teardown cost if point of failure was found not covered by warranty. a few months went by after finding records of oil changes and other info. well finnally got truck back in September ( 5 Five months) i had to pay $2,012 to get my vehicle out because the warranty did not want to agree on paying the labor cost of the tear down whish Sentinel is the ones who wanted the teardown to be performed. after calling and being talked down to and promised a call back multiple times by an agent and never recieving any call backs. they could not give me a reason other than they was waiting on the dealership to give them a "reasonable" price for the teardown. I've lost my house and could not work during this whole ordeal. i went through extreme hardship and stress because of this and they failed to do anything about this. so i believe this is a breach of contract and they did not hold up their end of the bargain. i want a refund minus the deductible because as agreed i dont mind paying the deductible.my contract number ES409221C2

  Business Response

  Date: 12/08/2023

  December 8, 2023

  RE:  Complaint #******** ************************;

  Dear Sir or Madam, 

  Sentinel Administrators received your November 30, 2023, letter regarding the subject *************** Contract provided to *************************** when he purchased the 2014 Dodge Ram ****, V-8 Truck on March 7, 2022.   

  This communication today, December 8, 2023, is sent to advise the issues raised in your letter are still under review.  

  If you have further questions, please contact ****************************.  

  Thank you,

  ***********************, Associate II - Regulatory

   

   

   

   

• Initial Complaint

  Date:06/18/2023

  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.

  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. How long is it customary to wait for the refund before I should reinquire?  I only ask because the refund was initiated on Feb 4 and the delay is the reason for the complaint in the first place. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/26/2023

  Sentinel Administrators (Sentinel) received your June 18, 2023, email and letter and forwarded them to me for review and response. Sentinel is the administrator of the ************************ ******** contract) that Ms. ***************************** purchased on January 4, 2023, from ********** ******************* We hope you find the following information helpful.
  
  We strive to provide quality customer service and regret any inconvenience **************** may have experienced.The service contract has been canceled, and a full refund of $2,058.00 will be sent per the terms of the service contract. 
  
  By pointing out the foregoing,AUL and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

  Business Response

  Date: 06/26/2023

  Sentinel Administrators (Sentinel) received your June 18, 2023, email and letter and forwarded them to me for review and response. Sentinel is the administrator of the ************************ ******** contract) that Ms. ***************************** purchased on January 4, 2023, from ********** ******************* We hope you find the following information helpful.
  
  We strive to provide quality customer service and regret any inconvenience **************** may have experienced.The service contract has been canceled, and a full refund of $2,058.00 will be sent per the terms of the service contract. 
  
  By pointing out the foregoing,AUL and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  Date:04/03/2023

  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.

  4/2/2023 was date I had my truck serviced for an issue clearly covered under my warranty I purchased thru sentinel warranty for about 3500$. Sentinel denied my claim for the brake calipers that were malfunctioning. They told me they dont cover parts that are rusted but failed to prove in my contract where it clearly states this. I see a section that refers to rust and body damage are not covered. Brake calipers along with any unpainted steel under a car will have rust on them. I feel they need to replace my calipers. The company stated over the phone they wouldnt help me, but failed to reply to my emails about proving this rust and corrosion thay I dont have in my contract

  Business Response

  Date: 04/10/2023

  AUL Corp. (AUL) received your April 4, 2023, email and a letter and forwarded them to me for review and response. AUL administers the Sentinel ************************ ******** contract) that *********************** purchased on September 28, 2021, from ********** ******************* We hope you find the following information helpful.
  
  We have reviewed the claim file and have reached out to ************. The claims team has requested further information for review and ************ indicated that he would provide the m with the requested information.
  
  Once the information is received, the claims team will review and respond directly to ************.
  
  By pointing out the foregoing,AUL and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.
  

• Initial Complaint

  Date:02/13/2023

  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.

  I have a ***** Accord Hybrid Sport that I bought in October 2022, and got a vehicle service contract through Sentinel. I promptly got it cancelled before the 2 month period per the contract ended. I am yet to receive my $1300 refund, or receive any sort of communication at all from this company! It's been 2.5 months since I cancelled my contract with them! Beware of this company!

  Business Response

  Date: 02/28/2023

  Sentinel Warranty (Sentinel) received February 24, 2023, email and letter and forwarded them to me for review and response. We sincerely apologize for not responding sooner, but we have no record of receiving a previous complaint.

  
  With the information that has been provided, we are unable to locate a contract. If ******************** could provide us with a copy of the contract or the vehicles VIN, we can perform a more thorough search. ******************** may send the information to ***************************** Once this information is received, we will be able to respond further.

  
  By pointing out the foregoing, Sentinel and its affiliates do not waive but specifically reserve any and all rights and defenses they may have under the service contract and the applicable law.