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Business Profile

Auto Warranty Plans

Empire Auto Protect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Warranty Plans.

Complaints

Customer Complaints Summary

  • 281 total complaints in the last 3 years.
  • 213 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2025

    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 am writing to formally express my concern regarding the denial of my extended car warranty claim by Headstart Warranty Group. I purchased a vehicle service contract (Policy Number: EAP0000466 for my 2017 Ram, and Promaster 2500, which I rely on for to drive back and forth to work.

    On 3/30/2025 my vehicle experienced My engine was making some noise, my radio was not working, the doors would not lock, and the battery was draining. I promptly filed a claim, anticipating coverage as outlined in my contract. However, the claim was denied on the grounds that the presence of work-related equipment in my cargo van constituted commercial use, which allegedly voids the warranty, I told them that my vehicle is not used as a commercial vehicle, and I was a truck driver for a company, when I first bought the warranty I told them that my van business was closed in 2020, so I know longer drive as a independent contractor nor do I have commercial insurance to operate my van as a commercial van, but the adjuster **** told me they made their decision based on what material I had in my van, and my van was registered to my closed business, but they knew my van was registered to my previous closed business when I bought the plan and ***** ********** from the company who sold me the plan from Empire Auto Protect at 888-964-1899. They also refuse to give me a denial explanation based on assumption that I’m using my van as a commercial vehicle, other than my clothes and truck driver materials.

    Upon reviewing my contract, I found no explicit clauses indicating that carrying work equipment would nullify my coverage. The denial appears to be based on an arbitrary interpretation, which I believe is both unfair and deceptive.
    My vehicle is still sitting in the dealership with all parts taking out, and the dealership is waiting for payment.

    Business Response

    Date: 04/25/2025

    Hi *****,

    we hope all is well. We are not the provider of your extended warranty program. Your provider is Headstart warranty group as you stated in your complaint. As a courtesy, we reached out to headstart on the reason for the denial. This was the response we received. “ Customer is using the vehicle for commercial use in regards to Uber and Lyft therefore the claim has been denied.” Upon sign up if you have let us know that you used your vehicle for commercial use we would have recommended you to a provider that covers commercial use vehicles. If there is anything we can assist you with feel free to contact us at 8883450084!

    Customer Answer

    Date: 05/01/2025

    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: 23217091


     



    My stance is really simple, I do not use my vehicle as a commercial vehicle, I"m currently working as a truck driver for Sherwin Williams, they denied my claim solely on the aduster who they hired to look at my vehicle to approve my claim, he said I had clothing in the rear of my vehicle that appear I was using my van as a commericial vehicle, most of the PPE are for my trucker job. I have attached my insurance policy to show I have a standard policy and not a commercial policy. I also told Empire upon buying the plan that my business was closed in 2020, and I was only using the van to drive by and forth to my job, but not as a commerical van, they are assuming I am using the vehicle without any merit or proof. If they would have asked I would have told them that I work a normal job as a truck driver for Sherwin.


     I also attatch

    Business Response

    Date: 05/29/2025

    Hi ******

    We hope all is well. Your car fax report shows it is a commercial vehicle. Until, that is off we can not process the claims!

  • Initial Complaint

    Date:04/15/2025

    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 purchased a vehicle from Oakland Mercedes on July 26, 2024. The warranty was purchased bumper-to-bumper. The first payment was $3020 on 726 24. The second payment was August 15, 202 four $1000. there was a buyback on the vehicle that had been in the shop since the part of August When it became clear that Mercedes USA would purchase the car back. I canceled the policy and requested a refund of the balance minus, August September October December January February it was only 120 miles put on the car from the time of purchase. I did not make a claim on the warranty Because it was still covered under Mercedes USA for one year 100,000 miles which ever comes first I’ve been requesting my money since February week they claim upper management will get back. I’ve emailed I’ve called. They’ve changed their voices and now it’s become frustrating later I discovered That I am not the only one who has either not got their car repaired or their money refunded I paid 100% of what rather than a monthly payment.

    Business Response

    Date: 04/22/2025

    Hi Dr. ********,

    You been fully refunded,

    Customer Answer

    Date: 04/29/2025

    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 have not sent me my refund of $2900 of $4300 that they promised they sent by today. I talked to them same runaround since February 29.Yours in His service,


    Regards,
    Complaint ID: 23207625
     



     

    Business Response

    Date: 05/08/2025

    Hi Dr. *********

    Please mark this as resolved as the check was cashed by you.

  • Initial Complaint

    Date:04/14/2025

    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 have paid an auto warranty for services that may arise. When I went to bring the car to an Audi dealer for repairs the warranty company told me that they would not cover repairs. When I contacted customer service to cancel my policy and issued a refund they said that I’m not allowed to cancel my policy nor that there isn’t anyone else that will allow me to cancel. I feel that this is a scam and should not be allowed to do business in Massachusetts. I have a repair contract that the warranty company did not held up the agreement

    Business Response

    Date: 04/22/2025

    Hi,

    The reason why you were not refunded is because you had more in claims then how much you paid into the policy!

    Customer Answer

    Date: 04/29/2025

    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: 23200916


     



     


     

    Business Response

    Date: 05/26/2025

    Hi,

    You were not awarded any funds because the total amount paid out in claims exceeded the contributions made through your monthly policy payments. Unfortunately, when claims outweigh the premiums paid, there are no remaining funds to distribute.
  • Initial Complaint

    Date:03/27/2025

    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 have been trying to cancel my services with them for over a month, but continue to get the runaround. I filed a complaint with you guys recently and the company agreed to refund my payment. I accepted that resolution, but as I feared, they did not refund me. I have since tried to contact them and have gotten nowhere. Please help me resolve this. Thanks.

    Business Response

    Date: 04/04/2025

    Hi ********

    You have been cancelled out and refunded. 

    Customer Answer

    Date: 04/09/2025

    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 have not been refunded and I was also charged another monthly payment of $129 on the 14th. I have made multiple calls as well as sent emails and have not received one response by email and every phone call is met with customer service telling me that the department that handles cancellation is on lunch. I want my initial $295 as well as the $129 they just charged me again. 


    Regards,
    Complaint ID: 23123927
     



     

    Business Response

    Date: 05/02/2025

    Thank you for your patience.
    We have completed processing your refund. A total of $424.00—reflecting both the initial $295 payment and the additional $129 charged on the 14th—has been refunded to the card we have on file.
    Please allow 3–5 business days for the funds to appear in your account, depending on your bank’s processing times.
    If you have any further questions or need additional assistance, feel free to contact us.
  • Initial Complaint

    Date:03/25/2025

    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 11/19/2022, customer purchased a 5yr/75,000 mile "Titanium" covered service program plan for $3500 (2 payments, completed 12/19/2022) from Empire Auto Protect (Empire). The Titanium package also includes all covered items in "Silver" and "Supreme", which includes gasoline engine cylinder block and cylinder heads (if damaged by internally lubricated parts).
    On 6MAR25, customer experienced car issues warranting review by servicing facility to determine cause (Mercedes Benz of Hunt Valley, MD (MBHV)). On 7MAR25, MBHV determined that the engine was damaged, and contacted customer and Empire.
    11MAR25, estimate for repair with replacement engine sent to Empire (see attached). Vendor claimed repair shop had to find an engine (which they did as a remanufactured engine, no used ones available). MBHV determined the engine had failed due to causation "that Per the LI, "Over time, increased lateral forces may lead to wear in the valve guide and/or seat ring. This issue could potentially cause combustion misfire for cylinder 1 through 8 (right and/or left cylinder head), resulting in an activation of the check engine Malfunction Indicator Lamp (“MIL”)". Discussion with Empire (Richard Cruze) stated that they could not take action until MBHV found another engine. MBHV gave Empire a quote for a newly remanufactured engine as they could not find a used engine. Empire would not provide relief to repair vehicle, leaving customer without a car and needing to purchase another vehicle. Customer sold car at huge discount because of defective engine with "Check Engine" light on and running poorly as a result. Est FMV was $18,500 but only $8,500 was received.

    Business Response

    Date: 04/02/2025

    Hi ****,

    Your vehicle is a salvaged title which you have never told us anything about it. Therefore, your claim was denied. 

    Customer Answer

    Date: 04/05/2025

    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 refute the response from the business.
    1. The reason stated "salvaged title" was never mentioned previous to now as a reason for denial, so it cannot be true that was the reason for denial.
    2. That is the first time anyone has ever said that my car had a salvaged title, we have no evidence of that when we bought it, nor has this "business" offered any evidence of such. 







    Regards,


    Complaint ID: 23114006


     



     


     

    Business Response

    Date: 04/22/2025

    Hi *****

    Your vehicle is listed as salvaged title thats the reason why we can not cover you.

  • Initial Complaint

    Date:03/22/2025

    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 wanted to sign up with Empire Auto Protect, for an extended vehicle warranty which they sell. I explained to the salesperson that I wanted to wait until this Wednesday, the 26th because that was when I would have the funds to pay the $49 start up fee. The salesman wound up setting up the $49 dollars as what he said would appear as a hold on my account, it did...but the $49 was subtracted from my checking account, which wound up leaving my account in a "Negative $18 Balance." I had to go and deposit $50 into my checking account to bring the balance up to $31.15, I was on the phone earlier with this company, and after talking with 5 different sales representatives, explaining my problem with all of these sales reps, and not being able to talk with anyone who could help me get my $49 back into my checking account I finally quite trying to talk with this company and decided to file this complaint.

    Business Response

    Date: 03/28/2025

    Hi *****,

    We hope all is well. We only charged you a $49 down payment because you signed up on a promotional offer. This was explained to you on the initial sign up.

    Customer Answer

    Date: 04/02/2025

    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 never accepted anything from this company. All of a sudden, as we were speaking I saw a debit for $49 which I never authorized this company to do, it was just done and I then told whoever I was speaking with that they left my checking account with a negative $18 dollars and change balance. I had to go the following morning to my bank on 3/24/25 and make a $50 deposit to bring my bank account to a positive balance. And I called the company back the next day, being transferred from one person to the next, and nothing ever occurred during my discussions with Empire Auto protect as far as a return of my $49 dollar debit.I am very upset and angry with Empire Auto protect.



    Regards,
    Complaint ID: 23102777
     



     

    Business Response

    Date: 04/30/2025

    We understand the frustration and inconvenience caused by the unauthorized debit and sincerely apologize for the experience you described.
    Please be advised that a full refund of $49.00 was issued back to your account. We hope this resolves the matter to your satisfaction. If you have any further questions or concerns, please do not hesitate to reach out.
  • Initial Complaint

    Date:03/14/2025

    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.
    We canceled 2 car warranties with this company in February 2025. They told us we would no longer be charged. Today we were charged for both vehicles $108.54 and $108.62 for a total of 217.16 for policies that were canceled.
    I called the company and was hung up on, I called back and they tried to tell me the cancelation department doesn't open for 2 hours and I need to call back. My experience to cancel the policy was just as bad if not worse. I had to call multiple times, got hung up on, talked to negatively and had to make multiple calls to get the policies canceled. This company is quick to answer the phone to set up a policy and horrible to resolve concerns.

    Business Response

    Date: 03/23/2025

    Hi *****,

    Those charges were for having the coverage in February. You will not be charged in April.

  • Initial Complaint

    Date:03/12/2025

    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 am writing to formally file a complaint against Empire Auto Protect concerning deceptive sales practices and unprofessional conduct. I purchased coverage for two vehicles under what was described to me as a “special 2 years get 3 years free for $2,500” offer, implying a total of 5 years of coverage for each vehicle. Both the initial salesperson and the representative who took my payment assured me that I would receive 5 years of coverage. However, I was never informed that my charge would be solely for 2 years while 3 years were to be “free,” and the amount I was charged per vehicle was significantly higher than the advertised $2,500.

    Date of Transactions: I made payments on or about January 9, 2023 and February 5, 2023 for each vehicle.
    What Was Promised: Empire Auto Protect verbally promoted a “2 years get 3 years free” plan, implying a full 5-year coverage term for each vehicle. I was led to believe that the advertised price applied to the entire plan.
    Discrepancy in Written Contract: Upon reviewing the official documents and declarations, I discovered that there is no mention of a 5-year coverage term for either vehicle. This discrepancy between the verbal assurances and the written contract is both unacceptable and misleading.
    Unprofessional Conduct: When I attempted to clarify the issue, I encountered a representative who was rude, aggressive, and highly unprofessional. This behavior only compounded my frustration and raised serious concerns about the company’s customer service practices.
    I respectfully request that the BBB investigate this matter to ensure that Empire Auto Protect’s promotional practices are truthful, transparent, and respectful to consumers. I have retained all relevant documentation, including copies of the contracts and records of phone conversations, and I am prepared to provide this evidence during your investigation.

    Thank you for your attention to this matter of our first stage on taking care of this matter. The rudness was sad

    Business Response

    Date: 03/28/2025

    Hi ****

    You were charged for two years upfront with 3 years free that's why there is no money owed to you. 

    Customer Answer

    Date: 04/03/2025

    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.No documents shows two years upfront with 3 years free. IF we knew we were paying 1250 a year, we would never have signed up. We were given 2500 for 5 years, not the 2 for 3 trick. No documentation shows 2 years with 3 years free.  


    Regards,
    Complaint ID: 23058077
     



     

    Business Response

    Date: 04/29/2025

    Hi,

    We just emailed you the documents. Please mark this as resolved. 

  • Initial Complaint

    Date:03/11/2025

    Type:Billing 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 purchased Two auto Mechanical Breakdown insurance policies from this company. Prior to the effective date of the policy, the policies were no longer needed. I have tried to call the company at it's "Customer Service" number three times. The people I spoke with were very rude and refused to cancel the policies, even though they had not taken affect yet. One person even game me a false name of "*****" when I asked for his name. I was told to call the management office in Texas, which I did. I had the same response, refusal to cancel the policy and rudeness. I have tried to attach the letter written (Termination Notice) dated March 4, 2025, but this form tells me it is too large. I can send a copy by US mail if necessary along with a copy of the USPS Registered Mail receipt. I have had no response from the company as of 3/11/25.

    Business Response

    Date: 03/16/2025

    Hi ***,

    You called into our company at 1 am when our office was closed. You spoke to one of our after hours reps. That sames morning we cancelled out your policies. 

    Customer Answer

    Date: 03/25/2025

    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: 23049788




     


    I accept the business's response.

    Thank you BBB for your help in this matter. Much appreciated.

     


     

  • Initial Complaint

    Date:03/06/2025

    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 called on 2-24-25 to cancel my warranty the conversation was recorded & received and I was told it was done i just got charged again on 3-6-25 I just want to cancel my contact & no longer want to proceed with the company they are a scam & fraud stating that I kept my warranty please help me.

    Business Response

    Date: 03/13/2025

    Hi *******

    We have cancelled you out and refunded both payments. 

    Customer Answer

    Date: 03/18/2025

    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.









    Regards,


    Complaint ID: 23030362


     



     


     

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