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:09/21/2024

  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.

  So I ordered 2 colognes from a website called ************ on September ******. I ordered both colognes together at the same time. There is a company named Extend that offers protection against theft or damaged products and I paid them almost 3$ for this order that I placed for protection for my order in case anything happens and I have been doing so for almost a year now and fortunately had no problem. Today only 1 of my orders showed up and I received it but my other order has not got here and I can't track the order because it's all under 1 order which says it's delivered already it doesn't even say partially delivered it only says delivered. So I then contacted Extend to file a claim that my package has not been delivered even though it says it is and it's obvious that it was stolen. I filed the claim and they said my claim was denied and I don't know why it was denied I have been paying 2 dollars and 3 dollars for the last 10 or more months. Sometimes twice a month too. I gave them my money with no problem believing that they had my package insured in case of theft or damage. And now when I actually have to use the insurance, it is not being honored and I never got an explanation on why it wasn't honored. Before I click the option to pay for Extend insurance when I'm at the Jomashop checkout, it briefly describes what service is being provided when I buy the extend insurance and it is not being honored at this moment so I'm looking for compensation for the money is spent on this Extend insurance and for my stolen bottle of cologne because since I brought the extend insurance, Jomashop won't honor my request for stolen merchandise because they say it's Extend's issue. Please help me please because this is not fair at all. Thanks

  

  Business Response

  Date: 09/30/2024

  We thank Mr. *********** for reaching out to us. As a valued customer, we appreciate his communication and are eager to assist him with his concerns. We have been unable to connect with Mr. *********** via phone but left several messages to ensure we can address this matter effectively. Our records indicate his claim was filed on September 21, 2024. However, according to ****, the package was not delivered until September 23, 2024. As a result, his claim was denied since shipping was still in progress at the time of filing.

  
  If Mr. *********** has not yet received his package, we kindly ask that he refile his claim so we may assist.
  

  If Mr. *********** has any further questions or needs assistance, he may reach out to us at **************.

  
  

• Initial Complaint

  Date:09/03/2024

  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.

  Purchased a few products from an online vendor that offered Extend service. I had no reason to opt in or opt out as it felt like it offered some service to protect my purchase.Items arrived broken and vendor suggested submitting a claim with Extend.Their automated claim process mimicking a chat interface is absolutely informal and unprofessional. I uploaded an image to be considered and during the wait prompt page, it said they will "magically determine" the claim result and spitted out, your claim has been denied with no further explanation as to why it was denied.While I do careless about the claim denial, because the vendor already made it right confirming that I had a legitimate concern and claim but I feel this company needs to be audited for their "magical" claim processing procedures for business malpractice. Even the vendor found the denial unacceptable, asking me "did they say why they are denying the package issues?"I couldn't answer the inquiries because Extend did not tell me why. The online vendor told me they will reach out to Extend separately to figure out why.Why dooes Extend instantly deny claims that are legitimate without proper reviewing procedure? Is this a strategy where if you deny the claim some people will just leave there by reducing claim payout?

  

  Business Response

  Date: 09/10/2024

  We thank ************ for his feedback and apologize for any frustration he experienced during this process.

  
  We have contacted ************ to help explain the outcome of his claim, in detail.  Extend is committed to using customer feedback, like Mr. ****** to make a complicated experience as easy to understand as possible. 

  
  We have encouraged ************ to contact us if he has any further questions or concerns.

  
  

• Initial Complaint

  Date:09/01/2024

  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.

  About a year ago, I bought a watch on jomashop and paid $159 for extend. I have a problem with my watch that it is slow, and I have to keep adjusting the time every few weeks. I finally decided to make a case with extend to have the Watch fixed, and their system automatically denied my claim.

  

  Business Response

  Date: 09/07/2024

  We sympathize with ****************** losing her ring. ****************** purchased Extends Product Protection which protects her ring if damaged however, it does not cover theft or misplacement. We hope ****************** can locate her ring and we are here to assist with any additional claims or concerns she may have.

  If theres anything else Extend can do to help, we welcome ****************** to reach out.

  Thank you,

  Extend Customer Care

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 22225577
  
  I am rejecting this response because: I am not Miss *****. I am ***************************.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/09/2024

  We thank *** and ***************** for bringing this matter to our attention. We appreciate the opportunity to address their concerns. We have assisted the Hakouns with the claim and have confirmed they are satisfied with our service and the resolution provided. If they need any further assistance, we are here to help!

• Initial Complaint

  Date:08/05/2024

  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.

  Extend is a ***************** broker recent my fiance's ring got scratched (moissanite), it was insured through extend, first they had the incorrect shipping information which is fine I called to have it corrected only for it not to be corrected, I called a second time to confirm prior to sending my ring for repair they said again they were going to fix it. I sent the ring with this assurance and when they were going to send the ring back the shipping address was still INCORRECT. Luckily, I was able to get the ring but it gets worse. They completely changed the cut of the stone from the original and it is plain as daylight. This is a company, in good faith, I can never recommend to friends and family, and has not only tarnished the reputation of their company, but as well as moissanite *** absolutely shameful especially for something with significant sentimental and monetary value. I wish I can get a refund for the policy I paid due to failure to provide services rendered, but that's something I'll have to discuss with a lawyer about.

  

  Business Response

  Date: 08/14/2024

  Extend is committed to ensuring ************** is satisfied with his engagement ring repair and achieving his complete satisfaction.  We have promised to make sure he receives the repaired ring before his wedding.  Extend congratulates ************** on his upcoming nuptials and is honored to protect and service such an important product.

  Customer Answer

  Date: 08/16/2024

  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, for now pending ring repair/correction.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/25/2024

  Type:Product 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 bought an eBike from freebeat.com on June 30th 2024 and the order got delivered on July 9th,2024. Upon assembly and usage, the bike was functioning fine but on July 16th (within a week), bike motor started vibrating and during a bumpy ride, the bike frame rear portion that holds the wheel broke. Its a metal hole connected to the frame which is not a repairable one as per Freebeat. I took a protection plan from extend and I requested their support. Upon verification of the claim and inspecting the photos of the issue, Extend accepted to process the claim and they offered to reimburse the cost of the product but in the form of a voucher for the same vendor (freebeat). Now, I only left with an option to buy the same bike again or else this reimbursement would go waste. Their practice of providing voucher of the same merchant ( freebeat.com) seemed an incorrect business practice. I would like to bring this to BBB's attention and seek the necessary reimbursement that could be used on any eBike that I would like to go for ( a **** or a general credit ) . Just to be clear, I am requesting the same amount but not a voucher which restricts me to buy the same bike from the same vendor.

  

  Business Response

  Date: 08/01/2024

  Extends easy claims fulfillment allows customers to replace their products with the original Merchant.  Once it was determined the e-bike could not be repaired we proceeded to provide the replacement. We understand the customer's desire for flexibility in repurchasing the e-bike and apologize for any delays in offering an alternative solutionour goal is always to provide a swift and seamless experience. We made several attempts to contact the customer to ensure the alternative resolution met their needs but have unable to get in contact. We have processed reimbursement funds and have confirmed they were successfully redeemed by the customer. We hope this resolves their concern and are readily available to assist.

  
  

  Customer Answer

  Date: 08/01/2024

  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.
  

  Extend team has been professional, timely and resolved the issue. Appreciate their support. 

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

• Initial Complaint

  Date:07/17/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Extend regarding an unreasonable delay in the repair of my speaker. I submitted my speaker for repair to Extend on March 7, 2024. Despite repeated assurances that the delay is due to the time required for parts to arrive, it has now been approximately three months without resolution.Upon contacting the manufacturer, Generic, I learned that the necessary parts are readily available and that the repair could be completed in just one day. This discrepancy has caused me significant frustration and inconvenience, as I rely on my speaker for daily use.I am seeking BBB's assistance in resolving this matter promptly, as Extend's lack of communication and delay in service is unacceptable.Thank you for your attention to this issue.Sincerely, [*********************************] *************]

  

  Business Response

  Date: 07/24/2024

  After researching Mr. ********* claim history with Extend, we are unable to find a claim on a speaker, dating back to March 2024.  However, ******************** has multiple contracts with Extend and we have identified another claim ******************** filed during that time frame.  ******************** submitted a claim on his speaker on 6/1/24 which was approved the same day.  

  Upon receiving his speaker and assessing the parts needed for repair, the manufacturer informed us there was a backorder on the parts required, and the estimated time to receive them would be two months.  This was communicated to ********************. The parts arrived earlier than anticipated, enabling us to complete the repair and ship the product back to ******************** on 7/11/24.

  We understand Mr. ********* frustration with the delay.  We have attempted to reach ******************** by phone and email to confirm his receipt and satisfaction, however, our attempts to reach him have been unsuccessful.
  

  
  

• Initial Complaint

  Date:07/14/2024

  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 purcha*ed the extended warranty when I purcha*ed my table from A*hley ********** ****** ha* my warranty information, but Extend i* *aying they do not have it. I have been given the runaround for o Dr * month. A* per the warranty I purcha*ed, my table *hould be replaced. No one contact* me back

  

  Business Response

  Date: 07/23/2024

  **************** contacted Extend for assistance in filing a claim, unfortunately, we were unable to locate Ms. ******* contract.  We advised **************** to work directly with ****** to send her purchase information to Extend, at which time we could assist her in filing her claim.  Extend is actively working with the merchant on a resolution to create Ms. ******* contract, at which time we can assist her in filing her claim.  Extend understands ******************** frustration and will ensure her claim will be cared for once we receive the information to move forward in resolution.
  
  

  Customer Answer

  Date: 07/24/2024

  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:07/08/2024

  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 bought an extended insurance on sunglasses with a 24 month coverage for accidental damage. Unfortunately at 12 months the sunglasses were damaged and cannot be repaired. I filed a claim on 6/27/2024 and got a response that it would be resolved over 24 to 48 hrs. Thereafter they have asked for more pictures, more information but despite spending hours on this project, nothing has happened. I called today to their service number and they said I would get an answer within 24-48hrs. This is not a large purchase but why charge for insurance if you are not going to honor it. They can have the damaged sunglasses, but do not waste the customers time until they give up on their claim.

  

  Business Response

  Date: 07/15/2024

  ************** filed his claim during an Extend system update.  While other claims at the same time did not experience issues, unfortunately, Mr. ****** claim would not update with the details he had submitted.  Due to this being a one off situation, it was difficult for Extend to understand and correct the error despite multiple attempts made.  We acknowledge the delayed time it took to resolve and are truly apologetic.  We aim to process claims such as his immediately and hope that ************** will give us another opportunity to serve him.

• Initial Complaint

  Date:07/05/2024

  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 paid for shipping protection and they provided me a gift card which can only be used at "jomashop.com". They have been advised that 1. I ordered the product with expedited shipping because i needed it for mother day. I no longer need it as it is july. 2. The card they provided for ******** wont work at jomashop due to "billing discrepancies" that i never set up, or am responsible for as they set up the card. 3 . The items which were protected had been sent in two packages with 2 different contract from them, and for one of the contracts they went ahead and gave me a gift card i could use anywhere . For this 64 dollar one they refuse to give the same consideration even though i cannit use the gift card AND Moreover the item protected is no longer available at jomashop. Below is proof of them BOLDFACE lying to me. They do not deserve a A+ rating like they claim to have on their website.

  

  Business Response

  Date: 07/15/2024

  ************ had two claims approved and reimbursed the same day filed.  ************ could not obtain replacements due to the Merchant not having the product in stock and her preference of replacement items.  To assist her, Extend provided an alternative method of claim resolution.  Unfortunately, during the update of her claims, an agent made a processing error and only one of the claims was modified.  We have since resolved the matter with ************ and apologize for the inconvenience this caused her.  We appreciate ************ bringing this matter to our attention.

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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.

  Purchased a warranty on a GE motherboard ordered on the Parts Dr website in Oct 2023Part failed May 2024Filed claim and was approvedExtend issued a Mastercard, virtual not physicalCard can only be used for an order less then or equal to amount on card.Extend states amount on card can be transferred to a different bank card with no feesExtend agent who sent emails with said virtual card flailed to include link for transferring of funds to different bank cardExtends response was, so sorry for that and theres nothing we can do to correct it. We are having problems with errors such as this lately, but we cant help you.