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:05/01/2024

  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 had purchased an extended warranty through Extend. Prior to purchase I was not made aware of any terms or conditions. I had reached out and spoken with both Extend and Brilliant earth about having a ring repaired under their warranty. When discussed that the contract had become void without being notified of which. If I was made aware of the terms prior I would not have purchased it. And on top of it I was told I could be refunded and have it cancelled but now both Brilliant Earth and Extend are both pointing fingers at who should pay and who is it at fault all while causing nothing but headache and frustration with me and providing little to no assistance and only requiring me to pay additionally for repairs I do not wish to have made. I am looking to have my ring returned to me as well as get a refund for what I had paid for the warranty.

  

  Business Response

  Date: 05/09/2024

  On March 29th, ******************** filed a claim with Extend which was approved the same day and a shipping label was sent for him to send the ring in for repair.  Mr. ******** shipped the ring on March 30th and the ring arrived at Brilliant Earths repair facility on April 18th.  On April 24, Brilliant Earth contacted Mr. ********* to notify him that due to the fact the ring had been serviced by a repair facility other than Brilliant Earth, the warranty had been voided. 

  Despite the fact that a repair center had been used other than Brilliant Earth, voiding his contract, Extend worked with ******************** to further assist him and we are hopeful he is satisfied with the outcome.
  
  

  Customer Answer

  Date: 05/09/2024

  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:04/10/2024

  Type:Delivery 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 ordered headlights through "Motor ******** Parts." I selected to have the shipment insured. The value was $2200 for 2 new *** adaptive headlights, 1 gas cap, and 1 replacement fog lamp. The items were never delivered and ended up back with the shipper who sent me photos showing that the items were badly damaged. Extend will not pay any of the insurance money for "shipping insurance" that was purchased on these items.

• Initial Complaint

  Date:04/10/2024

  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.

  On April 10, 2023 I purchased a projector from ProjectorScreen.com and added a four-year extended warranty including accident protection, provided by Extend.On March 7, 2024 I used a web form on Extend for an in-warranty repair claim for electrical malfunction. Extend responded via email nearly a week later, on March 12, 2024.On March 13, 2024, I shipped the projector via ***** as instructed, and emailed Extend notifying them that I noticed additional issues with the projection, and whether I should amend the existing claim or file a new one. Extend did not respond to this email.The Extend customer portal advises that most repairs can take 2-3 weeks, which is reasonable. This time elapsed without further contact, and I emailed again on March 25, 2024 asking for news of the repair.Extend responded on April 4, 2024 with the ***** tracking number of the shipment I had sent to be repaired, essentially confirming that they had received the shipment, and stated that the report from the repair center was that there was no timetable for repair, and that it was waiting on the manufacturer for parts, which usually requires 2-3 weeks. I responded that four weeks had already elapsed since the claim was filed, and waiting additional weeks was no longer reasonable, especially without a firm timetable for the repair. I requested that they promptly replace the damaged projector.On April 10, 2024 Extend responded by saying that the "repair is anticipated to occur sometime in the last two weeks of April," and that "Once additional information has been made available it will be provided to you."Waiting nearly two months for a repair is not acceptable, even if it is forthcoming, which Extend cannot say is the case because their repair service partner is waiting on manufacturer parts. Moreover, Extend has still not addressed the other projection issue which I reported and asked whether the original claim should be amended or if a second claim needed to be made.

  

  Business Response

  Date: 04/20/2024

  Upon filing his claim, ********************** received a same day claim approval and was provided a prepaid shipping label to send in his projector for repair.  The repair required parts to be ordered that had an estimated time of arrival of 3-4 weeks.  Unfortunately while waiting for the parts, the manufacturer shared with Extend that the parts were not going to be available.  Upon receiving this information, Extend assisted ********************** in replacing his projector. 

  We empathize with the frustration that ********************** experienced during his claim.  Unfortunately despite our best efforts, there are times due to part availability that claim resolutions may take longer to complete.  We value the opportunity to address Mr. ********** concerns and as a Customer.

   

   

  
  

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising 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 filed a warranty claim with extend 2/10/24. I received an email 2/12/24 that my claim was approved for my claim and requested photos and videos. I sent the requested documents 2/13/24, 2/16/24 and 2/17/24. I have been calling the company twice every week for an update and no one can tell me the next steps to get my items fixed. I received an email 2/22/24 that they would keep me updated and no one has reached out to get my scooter fixed and the management staff has declined speaking to me because they were closing. This company is scamming people out of their money for warranty and do not want to provide the service they charged for.

  

  Business Response

  Date: 03/27/2024

  ******************* filed a claim on February 9th and the same day Extend left a voicemail regarding the information required for her claim.  Later that day ******************* called Extend and provided the requested information, she was informed the claim would be finalized in a day.  The next business day ********************* claim was approved and the approval email was sent to her.

  
  Extend was in communication with ******************* regarding the parts required to satisfy her claim and a battery was ordered and paid for by Extend and was sent to her home.  ******************* communicated that she would need assistance in switching out the battery and Extend provided her servicer options.

  
  During the course of the claim there were issues between Extend and ******************* which prevented her receiving our emails and us receiving hers.  Recognizing the unexpected breakdown in communication Extend provided ******************* a new scooter.  Extend apologizes for any inconvenience this caused as it was an unforeseen unique system error and hope the ultimate resolution has satisfied *******************.

  
  We appreciate ******************* as an Extend Customer.
  

  
  

• Initial Complaint

  Date:03/11/2024

  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 called in March 4 for another claim to be opened on my **** A7III camera because the mic port does not work. At that time I was informed that it would be ***** that i would be notified if the claim would be approved or denied. Never received a call or email! I called again March 6, spoke to a representative she explained someone was assigned to the claim and she would reach out to see if they could contact me that specific day. No one called! Here it is March 11th and I have yet to hear anything regarding the claim. Meanwhile, my son is missing out on jobs that requires the camera mic port to be used and it is unusable. Back in November it was a disaster! I had a claim because I needed a screen repair. Originally, a representative told me the claim was approved and I would receive store credit for a gift card to purchase the item again. (Still have the emails to back this information). After not being issued the gift card I called two days later and was told I was given the wrong information I would need to ship the item back out to KEH for repairs. Literally, took 6 weeks to be exact to even receive the product back. The communication with this company is horrible. It's very disheartening that customers are purchasing coverage and not being given the proper customer service care in the mist. When the Camera was originally repaired in December during the inspection they should have known the mic port was not working. I should not have to keep shipping this item back and forth and wait an additional 6-8 weeks. What type of company is this for anyone to file a claim after they've fully paid for warranty coverage for two years and the company doesn't even hesitate to follow up. At this point, I would just like for the entire Camera to be replaced and I can take my business else where.

  

  Business Response

  Date: 03/19/2024

  ************** filed a claim with Extend on March 4th on her camera, and called to follow up on the status of her claim on March 6th.  Her claim was in review due to the fact that she had previously filed a claim on her camera in November 2023.  Three business days later, on March 11th,  Extend called **************, as well as sent an email stating that the broken camera needed to be returned in order to issue her replacement funds to fulfill her claim. 

  Extend subsequently contacted ************** on March 12th, and left a voicemail and sent an email, to remind her to return the camera, as Extend could see that her return shipping label had not been scanned by the carrier.

  On March13th, Extend again spoke to ************** and sent a reminder email stating she needed to return the camera in order to be issued a replacement to close her claim.

  On March 15th, Extend issued ************** a gift card for her to purchase a replacement camera closing her claim.  Extend has confirmed that she did in fact receive her gift card as the email has been delivered and viewed.
  

  We hope this ************** is satisfied with the outcome of her claim as we appreciate her as an Extend customer.

  Regards,

  Customer Care

  
  

• Initial Complaint

  Date:01/05/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Extend, a protection service provider associated with Jomashop.On September 18, 2023, I purchased an extended protection plan from Jomashop to safeguard the value of my item. Unfortunately, my packages were lost, prompting Extend to offer me a virtual card to repurchase the same product. Initially, the provided link was functional, allowing me to access the virtual card. However, the item I desired was out of stock at that time, so I patiently awaited its restocking.Around October 20, 2023, I encountered difficulties accessing the virtual card, consistently receiving an error message from the site. According to the terms provided by Extend, the virtual card was supposed to be usable at the same shopping shop (Jomashop), have an indefinite expiration date until utilized, and offer anytime access.Despite multiple attempts, I was unable to access the virtual card. To exacerbate the situation, when seeking assistance from Extend, their support team proved unresponsive. Initially, they provided a new link that failed to rectify the issue. Since December 2023, they have not responded to any of my emails, leaving me in a state of frustration and distress.As a result of this unresolved matter, I have missed out on sales and the opportunity to acquire the desired item. At this point, I find myself at a loss and am seeking your assistance in resolving this matter promptly.I kindly request your intervention in facilitating a resolution with Extend, ensuring the retrieval of my funds. I believe this situation reflects a breach of the terms and conditions outlined by Extend, leading to a significant loss on my part.Thank you for your prompt attention to this matter. I am hopeful that your involvement will bring about a fair resolution.Sincerely,******************

  

  Business Response

  Date: 01/15/2024

  ************ filed two claims on 9/15/23 and 9/18/23 which were both immediately approved and reimbursement was sent instantly.  Extend and ************ were in contact to troubleshoot issues with the virtual reimbursement cards provided. Extend worked to coordinate a resolution with the Merchant and Extend issued ************ a reimbursement for the amount requested.  Extend is appreciative of Ms. ***** patience and her business with Extend.
  
  

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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 purchased batting gloves from ******************* in June of 2023 and paid for the extended warranty which was offered through Extend which cover this item for 1 year for any damage due to with accident or wear and tear. I had previously purchased another pair of batting gloves with the same company and purchased the extended warranty at that time also with the same company and filed a claim which was approved. I filed a claim with Extend do to failure as a result of wear and tear. This claim is now denied with them saying wear and tear is not a covered failure.

  

  Business Response

  Date: 11/17/2023

  Extend contacted **********************, reviewed our terms of service and provided an explanation for the claim decision.  Extend and ********************** agreed on a resolution and Extend thanked him for his loyalty.

• Initial Complaint

  Date:10/31/2023

  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.

  Purchased batting gloves and a protection plan. The protection plan is through extend. I filed a claim in the manner I was told to yet the company received it another way for some reason and is now telling me to wait another 30 days to refill the claim. In the meantime my daughter is without this item she needs replaced! Weve never had this experience with an item like this before

  

  Business Response

  Date: 11/06/2023

  Extend contacted *******************, reviewed our terms of service and provided an explanation for the claim decision.  Extend provided a satisfactory resolution to ******************* and thanked her for her patronage.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20807543
  
  I am rejecting this response because: the virtual card was never received as promised. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/13/2023

  On 11/9/2023 Extend contacted ****************** and confirmed she did in fact receive the virtual card which was the agreed to solution.  Extend has confirmed with ****************** and she is satisfied.

• Initial Complaint

  Date:10/27/2023

  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.

  this is now second time ive filed a claim about 3 weeks ago first time it took 5 weeks from june 19 july 25 to get the resolution then i asked if they could add in those weeks i couldnt use the product since i lost alot of time while waiting i now have a second claim filed 3 weeks ago but yet im still awaiting answer as i have no idea when ill be able to use the product *********** nothing gets done till i file a complaint as i waited 4 weeks before filing a complaintas of now i have lost 8 weeks of use of the product this would not be an issue if things got done within **** days but the turn around time no wive had 2 experiences is more then 3 weeks as im sure i still wont have a resolution inin the week

  

  Business Response

  Date: 11/06/2023

  Extend approved Mr. ***** claim for repair on 10/1/23.  Pictures were requested on 10/11 to send to the Extend sourced servicer to aid in determining the damage and the parts needed to be order to complete the repair.  Mr. **** responded with the photos on 10/17/23 and the service request and pictures were sent to Extends servicer on 10/18/23.  After multiple follow **** the servicer confirmed the parts for order on 10/26/23.  Extend sent confirmation of the placed order and payment on 10/27.  The order details have been provided to Mr. ***** and we will continue to follow up with him daily on the parts order status until received from our servicer.  Current ETA for the servicer is they parts will be shipped this week, 11/6.

• Initial Complaint

  Date:10/07/2023

  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.

  I purchased batting gloves from ******************* on 7/25/23 and purchased the Extend Protection plan. After a little over 2 months the gloves accidently ripped while using them to play baseball. I was denied a claim. I want them to honor the agreement with product replacement.

  

  Business Response

  Date: 10/10/2023

  ******************** filed a claim on October 8th, 2023 for his batting gloves, which was denied.  Extend reached out to ******************** on October 9th to explain that the damage type he used to file the claim, is outside of his Product Protection coverage.  Extend was able to work with ******************** on a solution that satisfied his complaint and educated him on coverage for future claims. 
  

  Extend appreciates ******************** loyalty as a valued customer.