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: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.

  I drove my car to Honda dealership in canton Ohio on 6/10/25 because my check engine light was flashing the night before. Once I turn car off it went back off no issue. Made appt, drove there , later that day they called me said it was the head gasket cap that was leaking and empire auto would cover everything but the 100 deductible and the machine factory to press the head gasket to fix, it was going to cost me around 600 and that my plan would cover the rest around 2800. About 5 days later the service manager calls me and tell me that it can’t be fixed and that Honda no longer sell that part that I would be looking at around 8000 for a used engine and that my extra insurance denied the claim . Then since I couldn’t afford a used 8000 engine that just to put back the car would cost me 1400 and it probably wouldn’t drive very well and that my insurance wouldn’t cover that either. So now my car is just sitting at the dealership because insurance won’t paid it because the service manager said the word warp which supposley canceled out my contract . When I call this business I get the runaround and know one knows anything. When I bought the service ****** ****** told me everything would be covered that I got the ultimate package. Now am screw without a car and a car payment , Contract # DTCEX910900

  Business Response

  Date: 07/02/2025

  The customer brought their vehicle to the Honda dealership in Canton, Ohio on June 10, 2025, due to a flashing check engine light. The dealership diagnosed the issue as a head gasket cap leak. At that time, Empire Auto Protect approved coverage for the repairs, including all labor and parts except for the $100 deductible and the specialized machine factory service required to press the head gasket, which was not covered under the contract. The approved portion of the repair was estimated to be around $2,800.
  However, approximately five days later, the dealership determined that the engine could not be repaired due to warping, and stated that Honda no longer sold the necessary part, requiring a complete engine replacement. The customer was quoted $8,000 for a used engine, but unfortunately, the contract does not cover damage due to overheating or warped components, which falls under the category of pre-existing or excluded conditions per the agreement terms.
  As stated in the service contract, engine damage caused by overheating, warping, or failure due to lack of manufacturer replacement parts is not covered. Our records show that Empire Auto Protect initially approved repairs as long as they fell within covered limits, and the denial was only issued after the condition of the engine changed to something excluded under the terms.
  We understand the customer's frustration and inconvenience. However, the denial was based on the service manager's updated report and diagnosis, which specifically mentioned the term "warped head", triggering an exclusion clause in the policy.
  We also want to clarify that this contract is administered in accordance with the Ultimate Package sold by our representative. The customer received approval for all repairs that were eligible under this level of coverage until the issue was determined to be non-repairable and excluded under the contract.

  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.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23512273

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/23/2025

  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.

  The agent said insurance would cover 100% of coverage with no deductible for 2 yrs he said it was some type of promotion . When I need work done now there saying now I have to pay 50,% of labor and 50%of parts

  Business Response

  Date: 07/02/2025

  Hi,

  We hope all is well. We offered you both optionsand you elected to go with the lower coverage option.

  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.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23507274

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/16/2025

  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.

  This company lied and told me things I needed to be fix was under their warranty when I signed up also that I can cancel at anytime, when it was time for me to use service they gave me the run around and they said to leave my car at auto shop for a week just to say those things couldn’t get fix, I can only get my brakes done and they pay maybe $100 for that and charge me $100. I never received any receipt or a call/ email with any info my auto shop told me. the communication was bad they don’t let you know anything you’re sitting there guessing. I finally had time to call to cancel now they’re lying about that and saying I can’t cancel my membership and not giving me a reason to why ,all this while being very rude and very unprofessional and the representative didn’t know what to tell me this company should be shut down, I can go on about my experience

  Business Response

  Date: 06/22/2025

  Thank you for your feedback. We’re sorry to hear that you were unhappy with your experience.
  After reviewing your account and claim history, we’d like to clarify that the reason no refund is owed is because the amount we paid out in approved claims exceeded the total amount you paid into the policy. While we understand your frustration with the claims process, our records show that we did in fact cover eligible repairs according to the terms of your contract — including a payment toward your brake service.
  We also acknowledge your concerns regarding communication, and we will use your feedback to continue improving our customer service training.
  If you have any additional questions or would like to review the details of your claim and payment history, we are happy to provide that documentation upon request.

  Customer Answer

  Date: 06/24/2025

  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. The service that was provided didn’t come with no communication no receipt no reponse and still no call back on the matter, i pay $108 a month the claim was less then $100 I don’t want my money back I am canceling my subscription with this company it don’t provide any services i was promised or no professionalism I thought I was paying for I want nothing to do with this company,the whole service package deal was a scam
  **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: 23475810
   
  
  
  
   

  Business Response

  Date: 07/15/2025

  Hi All,

  Your policy has been cancelled out!

• Initial Complaint

  Date:06/16/2025

  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.

  I bought this extended service in February 2025. I took my Mercedes in for a broken headlight come to find out the miles on contract were way over the miles the car actually had. They have a policy car claims must be made after 30 days of warranty purchase and after 1000 miles are driven. The claims department said the contract would have covered the 50% of the headlight but the miles were wrong for me to send in 2 forms of proof of lower milage from before and after I purchased warranty. I contacted customer service sent the proof emailed 3 times called 3 times left message for management and I had zero response. Finally I got customer service to work on cancelling the contract he said he put it through to administration yet I was charged again $150! I never used claim paid 1500 for repair out of pocket and have been lied to and ignored about canceling and refund which is well within my rights as they were the ones who put wrong milage in the first place. To never be contacted back after 2 months of trying to communicate needs and providing everything they needed to fix contract and then ultimately cancel policy I am now taking this to BBB to please investigate.

  Business Response

  Date: 06/22/2025

  Thank you for bringing this to our attention. We understand your frustration and apologize for any inconvenience you've experienced.
  We would like to clarify a few important points regarding your policy and recent claim:
  Headlight Repair: According to the terms of your service contract, lighting components such as headlights are considered cosmetic and are not covered under the policy. While our claims department initially stated that coverage might have been considered, further review confirmed the item was not eligible.
  Mileage Discrepancy: Your contract is based on the mileage reported at the time of enrollment. We appreciate you providing documentation to support your correction. However, since the claim was ultimately not eligible for coverage, the mileage correction did not impact the outcome.
  Billing and Cancellation: You were charged your regular monthly payment while the claim was under review. Once the claim was denied and you elected to cancel the policy, we processed the cancellation and you were no longer billed after that point.
  We apologize if there was any delay in communication and understand that this experience was frustrating. If you would like to request a copy of the cancellation confirmation or billing history for your records, we will be happy to provide it.

• Initial Complaint

  Date:06/09/2025

  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 was told many times by this company they issued my refund, even on my 1st complaint with the BBB. I called on Friday, May 23,2025. I spoke with Giovanni who then transferred me to Michael who said he was the manager. He assured me that he was issuing my refund and I should have it by the next week. It's been almost 3 weeks later and still nothing. They are holding people's money that does not belong to them. This company makes promises they cant keep. Full of lies and there are way more people who have complained and are still waiting for their refunds as well. They tell you what you want to hear and keep saying they issued your refund. Bunch of lies. Give me my money back.

  Business Response

  Date: 06/17/2025

  Hi *********

  We hope all is well. Your policy has been cancelled out and refunded!

  Customer Answer

  Date: 06/18/2025

  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 would like proof that they issued my refund. They have told me many times that they have and I still never received it. For all I know, they are doing the same right now. If I don't receive it, I will file many more complaints if I have to. 
  
  
  Regards,
  Complaint ID: 23443256
   
  
  
  
   

  Business Response

  Date: 07/09/2025

  Hi *********

  We emailed you a receipt. Please confirm this in your response.

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23443256
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/05/2025

  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.

  I bought a service contract for my 2001 ford sport trac on 3/7/25. When i had a claim they denied it. I was told the engine overheated and cracked one of the heads and warped it. they said they did not cover it because of the engine overheating which does not make sense. When i cancelled the contract they withdrew a payment 2 days early about 2 minutes after i got off the phone with them. As far as i know no one told them that the engine overheated. I guess they just assumed that. I have contacted my banks and they are tring to get my money back also but don't know if that will work.

  Business Response

  Date: 06/13/2025

  Thank you for reaching out. We understand your concerns and appreciate the opportunity to clarify the matter.
  After reviewing your service contract purchased on 3/7/2025 for your 2001 Ford Sport Trac, we would like to confirm that, under the terms of your specific coverage plan, major engine components are not included due to the age and mileage of the vehicle. This limitation was outlined in the contract at the time of purchase.
  Regarding the claim denial, our team based the determination on the information provided by the repair facility, which indicated damage consistent with engine overheating. While we understand your frustration, the denial was in accordance with the exclusions listed in the policy, which specifically states that damage resulting from overheating is not covered.
  We also acknowledge your concern regarding the payment drafted shortly after your cancellation call. Please note that automatic payments are scheduled in advance and, in some cases, may process before cancellation is fully reflected in our system

  Customer Answer

  Date: 06/17/2025

  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.
  they did not tell me the engine was not covered. why would i buy the service if it isnt going to cover the engine.
  
  
  
  Regards,
  Complaint ID: 23429728
   
  
  
  
   

  Business Response

  Date: 07/06/2025

  Hi ****

  This has been taken care of for you. Can you please explain in the complaint exactly what else you would like us to take care of?

• Initial Complaint

  Date:06/02/2025

  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.

  I purchased empire auto protect policy on
  04-30-25 down payment of $129.99 monthly payment of 182.64
  I call empire auto protect to cancel my policy l did my payment for $182.64 on 05-27-2025 they collect the payment now on 06-02-2025 l call to cancel my policy saying I was looking at the bad review they have they give me hard time over the phone. I request
  Money back a refund back because I never used Empire Auto Protect they say they will not refund me. I believe if this is a Fraud that is going on with this company Empire Auto Protect they should be more responsible and refund people that they get this policy their money back and respect customers when they decide to cancel the guy call Giovanni these Empire Auto Protect protection. He’s a very rude person and not a professional person he hang the phone when we was talking and giving me hard time not a professional person with customers-the way l see it this is a scam going on with this Empire Auto Protect collect the down payment and
  Company that collect the monthly payment is MEPCO EXTENDEDCOVERAGE. Looking foward to get my refund back.

  Business Response

  Date: 06/10/2025

  Hi ******

  You have been cancelled out and fully refunded.

  Customer Answer

  Date: 06/23/2025

  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.
  
  Regarding my claim the company said that they Close and refund me , thats a big lie .I haven’t received any refund back from this company Empire auto protect also call If you have any questions email.
  Empire auto protect did not sent me a refund back l still waiting for then to sent me my money back so far l haven’t received anything from them on the email l receive they said that the close the account and refund thats not true is a lie l haven’t received anything from empire auto protect just keeping you posted l don't like lies lam a serious person .
  
  Regards,
  Complaint ID: 23409613
   
  
  
  
   

  Business Response

  Date: 07/02/2025

  You have been fully refunded. The confirmation number for the refund is 112390.
  Please mark this complaint as resolved.
  Thank you.

• Initial Complaint

  Date:05/30/2025

  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 signed up for an auto warranty with 100 deductible per claim. Was mailed out cards for no warranty only 50 % reimbursement on repairs. I called in told them I wanted to cancel before the 30 days as advertised and this was never canceled and billed another month out of my account. Made three attempts today and one yesterday.And they are refusing to refund.

  Business Response

  Date: 06/06/2025

  Hi *****,
  Your plan has been cancelled and fully refunded. Additionally, we offered you the 100% coverage plan, which you declined.
  If you have any further questions or need assistance, feel free to reach out.

  Customer Answer

  Date: 06/11/2025

  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: 23398396

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/21/2025

  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.

  I purchased this contract on Nov, 11, 2024 from empire auto protect. Spoke with a ***** ***** and was verbally advised by this sales man that the policy I selected (complete) would cover my ENTIRE VEHICLE. I called empire because I had canceled Endurance warranty because they denied a claim after paying for the service for OVER A YEAR. ***** reassured me that this would not happen again and empire will take care of me. Fast forward to today, I took my car in because my AC suddenly stopped working. Blower motor completely failed. Took the vehicle in for service, and you guessed it CLAIM DENIED. The part wasn’t even apart of the AC section on my policy BUT it wasn’t in the “not covered” part of my policy either. I called HEADSTART claims because they handle the claim, before I took my vehicle to get service to ask if this is covered, a lady told me yes since it’s a part of the compressor. I KNOW NOTHING about cars, but obviously she lied. I called to get to the bottom of why they wouldn’t cover the claim and all they could say was it simply was not listed. WHAT??! $800 I gave up to this company for them to deny my claim after I was told that my vehicle was COVERED for all repairs prior to signing the agreement. I know that call is recorded, and I’ll will do everything in my power to get it back.
  
  On top of that! The customer services is horrible! They talk over you, yell, tell you want they “not” gone do and LIE. I called in to cancel my policy and the first thing the guy tells me is that department was closed, we argued back and forth about that and then he ended the call. I get a email seconds later saying my policy was canceled! BIG ASS SCAM, I will be retaining an attorney. Do NOT do business with this company or HEADSTART WARRANTY GROUP.

  Business Response

  Date: 05/29/2025

  Hi,

  We hope all is well. Headstart is the administrator of the claims. You will have to reach out to them in regards to the claims.

• Initial Complaint

  Date:05/19/2025

  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.

  Dear BBB, I was downsizing my auto extended warranty for my budget, was recommended Empire Auto Protect because they had a better deal! There was nothing wrong with my car! I’ve surpassed their 1 month and 1000 miles contract by a few hundred miles as the contract stated! Start having problems with my suspension and radio screen! They were under warranty with the contract! Put my car in the shop and was denied my claim because they said that I had pre-existing problems prior to signing up! I’m no stooge, if there was a problem, I would have corrected it long before getting the contract! I’ve contacted several people in the company and still getting the runaround stating that there’s nothing that they can do even though I’ve paid my monthly payments religiously! I’m at my wits end! What else can I do?

  Business Response

  Date: 05/26/2025

  We understand the customer's frustration and appreciate the opportunity to respond. After reviewing the claim and the customer's account, we must clarify that the denial was based on information documented in the vehicle’s history. Specifically, the Carfax report shows that the suspension issue was present prior to the start of the policy.
  As stated in the contract, pre-existing conditions are not covered under the warranty. Although the customer has fulfilled the waiting period and mileage requirement, coverage only applies to issues that arise after the policy becomes active.
  We value our customers and regret any inconvenience this situation may have caused. However, based on the findings, we must uphold the decision to deny the claim.

  Customer Answer

  Date: 06/06/2025

  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: 23349949