Complaints

This profile includes complaints for Continental Warranty Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Continental Warranty Inc.

  99 Wiltshire Rd Claymont, DE 19703-3307

  
• 

  Continental Warranty Inc.

  PO Box 207 Claymont, DE 19703-0207

  
• 

  Continental Warranty Inc.

  24955 Pacific Coast Highway Suite C303 Malibu, CA 90265

• 

  Continental Warranty Inc.

  P.O. Box 2307 Malibu, CA 90265-7307

• 

  Continental Warranty Inc.

  10850 Riverside Drive 6th Floor North Hollywood, CA 91602

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:06/24/2025

  Type:Billing 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.

  Sold an expensive extended warranty with no intention of coverage. Always some loophole or fine print to not pay. If the policy said an item is covered there should be no “but”.

  

  Business Response

  Date: 06/30/2025

       Thank you for contacting us
  regarding this customer’s most recent claim.
      Continental Warranty, Inc. has
  revisited the details and specifics of the claim, in an effort to resolve any
  issues which may need to be addressed.  After review, it is apparent that
  the option required to afford additional coverage for the necessary repairs was
  not selected at time of vehicle purchase.  The customer has since
  cancelled the Vehicle Service Contract, and the reimbursement has been funded. 

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I reject the response provided regarding my recent claim. I have not received a refund, nor have I received any communication confirming that a refund is being issued. Furthermore, I do not consider a prorated return acceptable, as Continental has failed to fulfill its obligations under the terms of the contract.The contract clearly states that vehicle modules are covered; however, my claim was denied on the basis that my specific module was not included. If certain modules are excluded, the contract should explicitly state so. The vague and ambiguous language currently used leaves too much room for interpretation and, in this case, has again resulted in a denied claim—this being the second instance where unclear contract terms have negatively impacted me.Continental must be held to a higher standard of transparency. Customers deserve contracts that clearly outline what is and is not covered. The current response—essentially "we’ve kept 90% of your premium; here is 10%, take it or leave it"—is entirely unacceptable. At a minimum, I am requesting reimbursement for the full cost of the denied module repair. I remain open to a fair resolution, but that will not be possible under the current approach.
  
  Regards,
  Complaint ID: 23513147
   
  
  
  
   

  

  Business Response

  Date: 07/21/2025

  BBB- ID 23513147
  
      Thank you for once again contacting
  us regarding this customer’s concerns.
       The part in need of
  replacement on the vehicle was the control module for the air suspension
  system. Continental Warranty, Inc. Vehicle Service Contracts offer additional
  coverage for air suspension components, however that particular coverage was
  not selected at time of purchase. All levels of Vehicle Service Contracts
  provide complete transparency by clearly stating all covered components, as
  well as any optional or additional coverage which may be offered.
  Unfortunately, since the elective coverage was not purchased, the component was
  not eligible for coverage.
       As requested, the Vehicle
  Service Contract was cancelled and a refund check was issued to the selling
  dealer on 7/1/25. The customer will need to contact the selling dealer if those
  funds have not been released. 

• Initial Complaint

  Date:06/17/2025

  Type:Billing 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.

  Specifically the problem is that Continental Warranty Inc, (CWI) will write the contract that "COVERS" many items but, you need to ask about the PARTS and MECHANIC REPAIR RATES. Meaning ask yourself do you want 3rd party parts that fit and function or do you want original equipment as you bought your car? CWI will NOT cover original equipment. I discovered that on repair of my BMW. IF you satisfied with any mechanic with discounted labor rates to repair your car? then go ahead and get a warranty from CWI but I put a lot of money and hopes to buy a BMW and wanted to take care of my car but when the SAME dealership where I purchased my car and the warranty WILL NOT REPAIR the car at the dealership so the result is.... I HAD TO PAY THE DIFFERENCE between the "allowed" labor rates verses the labor rates at the same place I purchased my car.

  

  Business Response

  Date: 06/18/2025

  BBB – ID 23479583
  
    Thank you for alerting us to this customer’s
  concerns with their most recent claim.
  
    In reviewing the claim details, it appears that
  the dealership currently performing the repairs is charging a much higher labor
  rate than the average dealership rate for that specific area. The approved
  labor rate for this particular claim was on the highest end of the scale, in
  hopes of minimizing the customer’s out of pocket expenses. In regard to the
  parts required to repair the vehicle, Continental Warranty uses suppliers who
  offer genuine OEM parts at a lower, discounted cost. Any part supplied by Continental
  Warranty carries a full warranty, and is guaranteed throughout the terms of the
  vehicle service contract.
  
      Thank you again for contacting us,
  Continental Warranty, Inc. maintains the reputation of being one of most
  competitive Vehicle Service Contract providers within the automotive market.
  
  
  

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  When I called to your representative, that answered the phone, I Asked the question where I could take my BMW for Repair and the person told me ANY Site were a qualified BMW mechanic Would do the repairs. Basically stated that was a lie.  The truth is that you will reject any claim that has a legitimate price above That which you deem is consistent with the area Surveyed as the norm.  You need to accept the fact that it is not the norm. If it were, I would certainly take it there and not hear the lie that I could take my vehicle to Eddie reputable BMW repair site. If this business where I took, my vehicle was Illegitimately above the norm that would not be good business practice, and thus they do not do that. They do the repairs and pay their people a Wright that is competitive and worthwhile for mechanics to learn their craft and provide good work. The fact that you only use adequate parts is not A legitimate rationale for rejecting parts that were on the car that you warranted.  Your business is deceptive, misleading to the victims, such as myself, and it is my honest assessment is that your Illegitimate business be sued by a class action suit.
  
  Regards,
  Complaint ID: 23479583
   
  
  
  
   

  

  Business Response

  Date: 07/16/2025

  BBB – ID 23479583
  
    Thank you for once again contacting us regarding
  this customer’s statements and concerns with their most recent claim.
  
      We are truly sorry this customer is
  not satisfied with their experience with Continental Warranty, Inc. There have
  been claims paid in the past with no history of any issues, using the same
  processes and guidelines throughout. Continental Warranty, Inc. has been
  offering the most competitive and comprehensive Vehicle Service Contracts in
  the automotive market for over 25 years, and pride ourselves on our fair,
  transparent, honorable and straightforward business practices. 

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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 9/21/24 I purchased a 2017 Audi A4 from Audi Creve Coeur. I purchased a 5 year/150,000 mile extended warranty from Continental Warranty Inc along with the vehicle for $4,334.00. And was assured the warranty could be canceled with a pro rated reimbursement. My daughter crashed the car in December and it was deemed a total loss by the insurance company in January. I was told by the bank who carries the loan that I must cancel the remaining extended warranty with Continental directly and they would issue a refund to the dealership, who would then pass it along to the bank. I have called the toll free number multiple times with no answer. I have left multiple voicemails, with no return phone calls. I filled out the information request form on their website with no response. I have emailed them four times with no response. I am simply asking for someone from the company to call or email me back so we can resolve this issue but they have been completely unwilling to reach out and return any form of communication.

  

  Business Response

  Date: 03/28/2025

  We have reached out to the customer and the dealership to get this refund processed. We still have not heard or received a request to cancel. The normal process would be to contact the Dealership directly and they would handle the cancelation directly with Continental Warranty. In order for us to cancel the warranty we would need a cancelation request form from the Dealership with the proper paperwork such as an odometer statement for Trade in, total loss statement from insurance company for a Total loss, Repo letter from bank for a Repo, or if the customer is just canceling a signed cancelation form from Dealership. At this time Continental Warranty has reached out directly to the Dealership to help speed up the process for the customer's refund

  Thank you 

  Continental Warranty, Inc. 

   

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  After finally receiving an email back from this company, I submitted all of the requested documents to the dealership.  I followed up to verify all documents have been received and are being processed and dealership responded that all documents have been received and processed.  It could take 3-6 weeks for processing.
  
  
  Regards,
  Complaint ID: 23083229
   
  
  
  
   

• Initial Complaint

  Date:01/28/2025

  Type:Billing 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.

  Continental warranty fraudulently sold a car warranty for an 08 Dodge Charger with 131,480 miles with the intention of never paying out on it. The transmission needs repair and they couldn’t disqualify us based on service on the car so now they are saying the trade in value for three car is less than the repair. Well they knew it would lose value when we drove it off of the lot so they would never have to pay out on the warranty.

  

  Business Response

  Date: 01/29/2025

  BBB- ID 22867755
  
  
      Thank you for
  contacting us regarding this customer’s concerns with the terms and guidelines documented
  within the Continental Warranty, Inc. Vehicle Service Contract. In this case, specifically
  relating to the service contract liability limits.
  
       Per the
  Liability Limits statute which is stated on the reverse side of the Vehicle
  Service Contract, upon payment of $990.00 toward the current transmission claim
  on the vehicle, the contract will have reached its maximum threshold. The
  Liability Limits clause reads as follows:
  
     Item
  6.  Liability Limits:

   “Our obligation under this Contract shall
  cease when the cumulative amount of claims paid or payable under this contract
  exceed the average value of Your Vehicle as determined by the then
  current Kelley Blue Book Trade In Price”. 

  
    
  The customer has traveled 15,401 miles since time of purchase, with a current
  odometer reading of 146,881 miles. 
  Current Kelley Blue Book Trade in value on the vehicle is $1090.00.  Subtracting the $100.00 deductible leaves
  $990.00 of funding available for allocation toward the claim. Henceforth, all apportioned
  funding within the contract has been exhausted, and unfortunately no other
  monies are available. Subsequently, any and all financial obligations from
  Continental Warranty, Inc. have been met.
  
     Hopefully this breakdown and explanation
  eliminates any confusion and provides complete transparency in regard to the
  service contract Liability Limits provisions. Thank you once again for
  your correspondence. As always, Continental Warranty, Inc. prides itself on our
  excellent reputation, and strives to provide our customers with the highest
  levels of service satisfaction. 

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22867755

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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 August 19th 2024,
  I dropped off my 2017 ford escape 1.5 ecoboost at san ford dealership in gilbert az. The check engine light was on. A week later the dealership called and said it needs a new engine. At that time I gave the dealership continental warranty inc information. The warranty sent someone out to look at the vehicle. The warranty company denied the claim saying the issue isn't covered. I called the warranty company myself to ask why is was denied. Because on the warranty I have the engine is covered. I was told by the warranty company that Ford should cover the engine because it is a know issue with the ford escape 1.5 ecoboost engines. They also said that no warranty company would cover the issue with the engine. I have had the dealership where I bought the vehicle try to help but it's not going anywhere. I keep hearing he said she said. This has been going on for more than a month. So frustrated.

  

  Business Response

  Date: 10/04/2024

  BBB 22360208
  
  Thank you for contacting us regarding this customer’s
  most recent claim with Continental Warranty, Inc.
  
     Upon reviewing the claim, it is apparent
  that the customer’s engine failure is due to a manufacturer’s defect with the
  factory casting of the engine’s cylinder block. The defect results in a crack
  in the engine’s cylinder walls, allowing coolant to enter the combustion
  chamber. Unfortunately, this particular component failure is clearly not
  covered per the terms and stipulations listed within the vehicle service
  contract.
  
     However, in the interest of customer
  satisfaction and good faith, Continental Warranty, Inc. has agreed to cover the
  customer’s repairs and will move forward with the claim.  The customer has
  been notified, and is completely satisfied with the final outcome. 
  
       Thank you again for your
  correspondence. As always, Continental Warranty, Inc. prides itself on our
  excellent reputation, and strives to provide our customers with the highest
  levels of service satisfaction.
  
  

• Initial Complaint

  Date:08/27/2024

  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 was sold an extended warranty when I purchased my 2016 Kia Sorento SX in Oct of 2021. I was informed by the dealership that I purchased this from, that this was a lifetime, unlimited mileage warranty covering the entire drivetrain of the car from engine to wheels as this is an all wheel drive car. This past weekend I noticed the temp gauge on my car was slightly higher than normal so I pulled over to investigate. I was low on coolant. I regularly check that along with all my other fluids and in nearly 3 yrs never been low on anything. I can say that I am meticulous with how I take care of my vehicles. Nothing is left undone, unclean , or neglected. I brought my car to my local auto service facility and was informed there was a problem with one of the head-gaskets leaking. I provided the info for Continental Warranty Inc. along with my member id. when i was called back by my mechanic after the discussion he had with the rep, I was informed that my warranty protection would not be honored because they claimed that the "only" way a head gasket fails is through neglect and misuse. When I called directly myself. the person i spoke with tried that same line and I was not buying it. After a few min of arguing this he changed his story and said that the head gasket was not covered because the car now had over 100,000 miles on it. I said well how is this an unlimited miles drivetrain warranty? to which i was told that was the contract terms. I asked for a copy of my contract to be emailed to me at my work address and have yet to see it. This seems to be another in a long series of stories that I have heard but was hoping i was different in how the warranty companies take advantage of customer who unknowing believe that they are actually paying for protection and peace of mind. I was very painfully mistaken. I wont make that assumption or mistake again... I have never filed a claim on this coverage before and now that I need them, I am abandoned. I would like a refund...

  

  Business Response

  Date: 09/06/2024

  
  BBB 22204568
  
      Thank you for contacting Continental
  Warranty, Inc. regarding this customer.  We have revisited the claim
  details to allow for a better understanding of the customer’s issues.
        The customer’s current
  vehicle service contract with Continental Warranty, Inc. is considered a
  “Lifetime Limited/Unlimited Mileage” contract.  This policy covers any
  failures of the internally lubricated parts listed within the engine and
  transmission for the lifetime of customer ownership.  Unfortunately, seals
  and gaskets are only covered in conjunction with a covered repair, and not as a
  failure alone. Putting any speculation regarding overheating aside, this is the
  sole reason why the head gasket replacement was not eligible for any type of
  coverage.
       After accessing the customer’s
  information, it appears that the email address on file with our office was
  initially incorrect. However, a complete copy of the vehicle service contract
  has now been emailed for the customer to review. Should any questions arise,
  our Claims Department is available and would be more than happy to provide
  further clarity and explanation if needed.
           As always,
  Continental Warranty, Inc. strives to provide excellent customer service, and
  we appreciate you reaching out to us.
  
  
  

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
    This was not the response I was given by the representative I spoke with. Had he explained that in the beginning, I may have been satisfied. However, I was told that the only way I could have experienced a failure of this type was thru "abuse and neglect". This of course is blatantly incorrect. I am unsure where your representatives receive their training that qualifies them as automotive technicians who are talented enough to fully diagnose issues over the phone. I believe they need to return for further instruction. No one even came to inspect the claim as I was told that was proper procedure. No maintenance records were requested. I was summarily dismissed as "not covered" . The contract that was sent was not my signed contract with the terms. The one that I was provided had my name and the terms and cost of the agreement with an incorrect address listed. NO SIGNATURE from me was on it. I have attached it here. If you are going to fall back on a small print term in the contract, at least show that I agreed to those terms. Right now the only thing I can say I agree to is that I paid nearly $4,000  for absolutely nothing. Not for nothing, but this contract was the only reason I took on an auto loan at all. My trade in for this vehicle was assessed at nearly the total value of this 2016 Kia Sorento at the time of its purchase.  Without having been sold this "contract" I would have not financed this car.  This particular type failure requires that the entire engine be replaced. due to the make of the heads and the block there is a high risk of stripping the bolts or fastener holes that the bolts engage if a head gasket repair is attempted. not even a kia dealership will attempt this.. So in essence, my engine has failed as this is not just a seal or gasket that can be repaired. It's getting pretty bad when you almost have to hire a lawyer to help you go over a car warranty when purchasing a vehicle to protect yourself from the contract that is supposed to protect you....
  
  
  
  
  Regards,
  Complaint ID: 22204568
   
  
  
  
   

  

  Business Response

  Date: 10/07/2024

  Thank you for once again contacting Continental Warranty,
  Inc. regarding this customer.
         As stated previously,
  the failed components (in this case head gaskets) are unfortunately not
  eligible for any type of coverage under the Lifetime Limited/Unlimited Mileage
  vehicle service contract.  This particular policy only covers failures of
  the internally lubricated components listed under the “Engine” and
  “Transmission” Categories as specified within the contract.  
         As far as any
  potential comments made regarding “abuse and neglect” which may have taken
  place, Continental Warranty, Inc. apologizes for any misunderstandings that
  appear to have transpired. Although the Claims Adjusters have a vast knowledge
  and experience in the automotive industry, final diagnosis and cause for
  component failure can only be determined within an automotive repair shop
  environment.
        We appreciate your
  correspondence; we hope that this detailed explanation provides further clarity
  and transparency regarding this customer’s non-covered claim.
  

• Initial Complaint

  Date:06/21/2024

  Type:Billing 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've been working with an adjuster named ****** I took my vehicle to Meineke for an issue that I was having with my car, it has been st Meineke since 6/7. After an inspection was completed it was said that the rare differential needed to be replaced. Meineke was informed that an inspector needed to come out. Every since 6/11 there has been nothing but back and for lies being told with nothing being completed. After I explained that I required the car to be fixed at least by the 24th and here it is the 21st and still nothing. Terrible terrible service

  

  Business Response

  Date: 06/25/2024

  BBB- 21884683
  
     Thank you for contacting us regarding this
  customer’s concerns in reference to their last claim.
  
     Due to the large nature of the claim, a vehicle
  inspection was required to verify the repair facility’s findings. 
  Unfortunately, the independent inspection company originally hired by
  Continental Warranty, Inc. was unable to complete the inspection in a timely
  manner, causing delays for approval.  Continental Warranty, Inc. employed
  another inspection company to perform the inspection which was completed within
  the normal 24–48 hour window.  Between the date this BBB correspondence
  was submitted (6/21/24) and the present date (6/25/24), the claim has been
  since authorized and no further delays are expected.
  
      Thank you again for bringing this
  situation to our attention. Continental Warranty, Inc. prides itself on our
  excellent customer satisfaction rating, and continually strives to be one of
  the leading automotive warranty companies in the industry.
  

• Initial Complaint

  Date:02/23/2024

  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.

  Reimbursement of moneys spent for services

  

  Business Response

  Date: 03/05/2024

  BBB ID 21335740
  
     Thank you for contacting us regarding this
  customer’s concerns with their most recent claim.
     We have reviewed the details of the claim, and
  also reached out to the customer as well to try and get a better understanding
  as to what the customer’s current issues were, and how we could possibly
  assist.  In discussion, it was determined that the customer’s frustration
  and cause for concern was largely due to the length of time required to receive
  final approval for the engine replacement.  Unfortunately, a significant
  portion of that delay was on the repair facility’s part, since a cause of
  failure requesting a subsequent complete engine replacement was never conveyed
  nor proven to the Claims Department.  In an effort to expedite the claim
  in a more efficient manner, Continental Warranty, Inc. approved and funded more
  diagnostic allowances than the vehicle service contract permits.  This
  service contract exception allowed a clear, detailed explanation of the engine
  failure to finally be demonstrated, at which time the claim was approved post
  haste.
       Thank you again for bringing
  this matter to our attention. We are hopeful that this breakdown provides
  better clarity and transparency in regard to the details of this particular
  claim.  We have followed up with the customer on several occasions
  recently, and at this point the claim is proceeding as well as progressing as
  expected.
  

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.In November the care was diagnosed by the dealer and I had to pay out of pocket for that diagnosis. The warranty company then sent out there inspector whom confirmed what the dealer diagnosis was that the car needed an engine at that time. I was then told that that diagnostic was not accepted and then had to pay for another diagnostic from a different car shop in which with that diagnosis it was determined again that the car needed and engine in which this time they did pay for that diagnosis but after speaking with to car shop and the warranty company there is not an approval but now we are expected to pay the taxes on the work preformed and I shouldn't have to come out of pocket for anything else being the service for the car was approved. I have attached the 1st diagnosis from the dealer back in November when it was first stated that the car need an engine.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 21335740
   
  
  
  
   

  

  Business Response

  Date: 03/22/2024

  BBB ID 21335740- Second response
  
     Thank you for once again contacting us
  regarding this customer’s concerns with their most recent claim for the engine
  replacement.
      We have been in contact with the
  customer on a regular basis, and once more assisted with this claim regarding
  diagnostic charges.  A reimbursement check was recently sent directly to
  the customer to allow compensation for the out-of-pocket expenses incurred with
  the initial diagnostics. In regard to sales tax, taxes are not covered as
  documented and specified within the vehicle service contract provisions.
       It should be noted that any
  time an engine replacement or similar significant repairs are required for a
  vehicle, a nominal monetary obligation on the customer’s behalf is to be
  expected.  These expenses are applied toward non-covered items such as,
  but not limited to, taxes, hardware, hoses, fasteners, services, etc. 
     Thank you again for reaching out and
  allowing us the opportunity to assist this customer further. Continental
  Warranty, Inc. prides itself on our excellent reputation, and strives to
  provide our customers with the highest levels of service satisfaction.
  

• Initial Complaint

  Date:02/16/2024

  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 initially was informed that the claim did not fall under the warranty I had invested in and I even had to file a complaint in order for the claim to be approved.
  
  Even though the claim was approved and the company paid a portion of the repair, the way it was handled caused unnecessary delays. Long story short, my car needed a new engine.
  
  Because of the delays, I was down a vehicle, had to inconvenience family and friends and have yet A N O T H E R interruption of my daily life because initially, “there wasn’t enough evidence?”
  
  January 17th I had issues with my car. February 16th I am back in possession of the vehicle I am still paying for. The process and way Continental does business should be inspected and gone over with a fine tooth comb because they don’t execute within the realm of reality of family’s lives. Nor do they care.
  
  When calling in to ask for updates (because they sure weren’t keen to keep me up to date with what was going on,) they were cold, unempathetic and rude. Even to go so far as to say something along the lines of, “well the shop you chose could have been better. It’s limited and maybe next time you can make a better choice.” As if there wasn’t a good reason I chose that shop in the first place.
  
  It’s ludicrous that you have to jump through hoops to actually get coverage for something you invest in with the idea in mind you’re covering your bases and doing the right thing.
  
  Because of the way they approached my problems I paid $1286 more than I anticipated for my repair, one month car payment & an extra $500 on top of all that because the findings took so long, the shop had to increase the price of the repair.
  
  This entire experience was awful and I hope I never have to deal with them ever again.

  

  Business Response

  Date: 02/23/2024

  BBB- 21305042 – **** * ******** ******
  
    Thank you for contacting us regarding this customer;
  we are sorry to hear that they were not satisfied with this most recent claim.
  
     After reviewing the claim details, there was,
  in fact, a delay with the claim because the repair facility was unable to
  provide a clear and concise reason as to why the entire engine was in need of
  replacement.  In conversations with the repair facility, they themselves
  admitted that they were limited to the level of engine repairs which they could
  perform, and their solution was usually to just replace the engine rather than
  attempt to get involved with in-depth repairs. After contacting other repair facilities
  on the customer’s behalf, and realizing that there would be an even longer
  delay for the customer if the vehicle was moved to those facilities, it was
  decided by Continental Warranty, Inc. that the best course of action for this
  customer was to just have the current repair facility replace the engine. This
  decision was made based on the higher mileage of the vehicle, but more
  importantly to avoid any further vehicle down time for the customer. 
  After performing a nationwide search, Continental Warranty, Inc. was able to
  locate a recycled engine for the vehicle with low miles and a full
  warranty.  Unfortunately, it is the repair facility’s policy not to accept
  parts provided by an outside agency, and subsequently the customer was forced
  to use the engine provided by the repair facility while also being burdened
  with the higher difference in cost.
  
    Thank You again for bringing this situation to our
  attention.  We are hopeful but confident that any future claims for this
  customer will not consist of the unfortunate obstacles which arose throughout
  this past encounter.
  

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  I don’t believe nor am I satisfied by this response. I haven’t even been followed up with, nor given any notice of there being an update to the agreement that would cover the replacement/repair of the  engine I now have in my vehicle.  Frankly, if I do need to go through this again, I have no guarantee that I won’t go through the same exact  thing again. I invested in a product which on the website states that, “repairs can be performed by any qualified repair facility of your choice, and this was confirmed verbally on the phone. Which is another point that is frustrating, I couldn’t even get the recordings as they’re “used for training purposes only”I would like to be reimbursed the amount I paid over the understood $200 deductible as well as one month of my car payment. 
  
  Thank you. 
  
  Regards,
  Complaint ID: 21305042
   
  
  
  
   

  

  Business Response

  Date: 03/07/2024

  BBB- 21305042
  
    Thank you for once again relaying this customer’s
  concerns regarding the engine claim on their vehicle to our attention.
      As stated previously, the service
  facility would not accept the engine available to be provided by Continental
  Warranty, Inc. which would have greatly minimalized the out-of-pocket expense
  for the customer. The repair facility marked up the cost of the engine
  significantly, and those increased monetary costs were then passed on to the
  customer.  The customer selected a limited powertrain vehicle service
  contract at time of purchase. This claim has been repeatedly reviewed in great
  detail, and it has been determined that the maximum amount of allotted funds
  within the vehicle service contract were used in replacement of the engine.
  Unfortunately, no other funding from Continental Warranty, Inc. is available
  for this claim.
      As per the customer’s inquiry
  regarding the engine’s warranty, the invoice provided by the repair facility
  states that the repairs rendered by that facility carry a full one-year
  warranty.  Once that warranty expires, any eligible coverage through
  Continental Warranty, Inc. will remain throughout the terms specified within
  the vehicle service contract, and will follow the guidelines and details
  documented within.
  

• Initial Complaint

  Date:08/09/2023

  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.

  08/04/2023 to 08/08/2023
  I have isssue with Continental Warranty Inc. My Policy # is LL000411. They refused to refund me for the Covered warranty service and refund for Towing a broken Car.
  My car had issue on 08/04/2023 around 10:00PM in DC. It was not drivable and the Road side assistance are not answering their phone. I called another Tow company and took my Car to Acura Dealership. Acura Replace the Electronic Brake system. This cost me $ 360 at Dealership and Additional $185 for Towing. I contacted Continental Warranty Inc. and they refused to cover or reimburse for my out of pocket expenses. I am very upset and frustrated .

  

  Business Response

  Date: 08/11/2023

  BBB ID #20444657
  
    Thank you for correspondence conveying this customer’s
  concerns regarding the non-covered item for the most recent claim on the
  vehicle.
  
     The component in question is a small switch
  that controls a specialized function of the vehicle’s performance while on an
  incline to avoid roll-back. This feature is a vehicle specific option, and
  unfortunately that particular part is not a listed component on the customer’s
  vehicle service contract. Continental Warranty, Inc. products encompass more
  component coverage than any other service contract on the market, however on
  rare occasions there may be a minor component such as this that is not included
  in the listed covered components. Continental Warranty, Inc. reviews and
  updates listed covered components on a regular basis, in an effort to keep up
  with the fast-moving technological advances within the automotive industry.
  
      In regard to any type of towing
  reimbursement, the customer simply needs to contact the towing company that
  handles towing and roadside assistance, and they will be able to assist with
  that request.  Their contact information (866-330-0760) is documented on
  the vehicle service contract, along with a full description of services
  offered. 
  
  We are sorry to hear that the customer was not satisfied
  with the most recent experience, and that we were not contacted previously by
  the customer so that we could have the opportunity to fully explain the
  coverages offered on the service contract. Continental Warranty, Inc. prides
  itself on our excellent customer satisfaction rating, and continually strives to
  be one of the leading automotive service contract companies nationwide.
  
  

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  I talked to Acura technical professionals and they said this part should be covered by the warranty. Acura covered it and most Auto warranty companies do cover this issue. I am very disappointed with the way I am treated. I did contact you before contacting BBB, I am not happy that you said I did not contact you. I called twice , the Service manager from Woodbridge Radley Acura talk to your agents and they are the one who refused to cover the Labor and Part. What choice I have ?  I want an apology for misinforming BBB that I did not call your office before contacting BBB.
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20444657

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 09/15/2023

  BBB ID #20444657
  
      Thank you for contacting us once again
  regarding this customer’s concerns.
  
     We would like to take this opportunity to
  further provide clarity on the vehicle service contract coverage terms and
  limitations. The service contract reads as follows:
  
      Components listed below are
  covered by the contract. Components not listed are not covered.
  (Bolded items are
  categories only)
  
  
  ELECTRICAL COMPONENTS – Window Motor, Power Seat
  Motor (6-way seat bottom motors and switches only), Front Windshield Wiper
  Motor (including internal circuit board, relay and delay switch), Rear Hatch
  Wiper motor, Horn, Alternator, Alternator Bearings, Alternator Brushes, Alternator
  Diodes, Alternator Field Coil, Alternator Housing, Alternator Mounting Bracket,
  Alternator Pulley, Alternator Rotor, Backup Light Switch, Analog Speedometer,
  Analog Tachometer, Engine Temperature Analog Gauge, Fuel Level Analog Gauge,
  Oil Pressure Analog Gauge, Defroster Switch, Interior Door Lock Switch, Glove
  Box Light Switch, Headlight Switch, Horn Switch, Ignition Switch, Map Light
  Switch, Mirror Switch, Neutral Safety Switch, Power Seat Switch, Power Window
  Switch, Starter Armature, Starter Brushes, Starter Bushings, Starter Drive,
  Starter Field Windings, Starter Motor, Starter Motor Case, Starter Solenoid,
  Voltage Regulator, Washer Pump, Washer Reservoir, Wiper Delay Controller, Wiper
  Motor Linkage, Wiper Switch, Power Window Switches, Power Seat Switches, Power
  Door Lock Actuator, Horn button, Turn Signal Switch, Cruise Control Switch,
  Headlamp Switch, Emergency Warning Flasher Switch, Window Regulators and Motor,
  Power Sun/Moon Roof Motor, Sunroof Motor Switch, Power Convertible Top Motor.
  
      As explained previously, the “EPB and
  Brake Hold” Switch needed for repairs controls a specialized function and
  feature for this specific vehicle, and is not included in the above list of
  covered electrical components or switches. Therefore, unfortunately that part
  is not eligible for coverage.
  
    We sincerely apologize for any miscommunication or
  confusion regarding the customer contacting our office; there must have been a
  flaw in the phone and vehicle database records.
  
    Thank you once again for your second correspondence,
  we appreciate the follow-up.