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:08/25/2023

  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.

  As of June 23 I expected a refund and have never received it, instead the refund was sent to the dealer and not directly to me as stated. I have called the dealer several times and cannot get them to send me a check. I paid the contract so I should receive the refund.

  

  Business Response

  Date: 09/06/2023

  All of our products are sold by the dealers at the time of sale. Dealers pay us for the product. We do not accept premium from lienholders or the customer purchasing the contract. All contracts are paid for by the dealer. For this reason, we send all refunds back to the selling dealer, its up to them to reimburse the customer if they paid cash for the vehicle or refund the lienholder if the vehicle was financed. As with all cancellation, Mr. ******* included, we sent the refund back to the selling dealer, *********************. We do this to protect the consumer and the lienholder. **************** will need to speak with ********************* to get his refund if he did not finance the vehicle, if he financed the vehicle the money will go back to his lienholder. The premium for this contract as been refunded to the Issuing dealer on 8-19-2023 and cleared our account on ********. He needs to contact the selling dealer.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20520902
  
  I am rejecting this response because:

  As stated by Autodyne, check will go to lienholder, I called the lienholder and they never received the check as of today.  See attached email from *** at Autodyne stating the check will be sent to lienholder

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

  Customer Answer

  Date: 09/13/2023

  After speaking with *** at Autodyne, I have verified the information he provided and withdraw my complaint. 

  

  Business Response

  Date: 09/15/2023

  I understand **************** is upset and expected his refund to go directly to the Lienholder. We have clarified there are two portions of the refund, one portion comes from Autodyne, the other comes from the selling dealer.

  We have also explained to the customer our portion went to the selling dealer and Mr. ***** ***************** seemed satisfied. 

  Customer Answer

  Date: 09/19/2023

   
  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.  I have personally spoken to Autodyne and they explained the process which I understand and withdraw my complaint.
  
  Sincerely,
  
  *************************