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:10/22/2024

  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.

  1. I purchased Extended warranty for two vehicles on 10/30/2024 from Empire Auto Protect. One is for 2016 Mercedes Benz GLE 350 for $87.71 per month and the other for a 2019 Audi Q7 vehicle for $116.88 per month. The total amount paid was $204.59
  2. Before buying the warranty, I was told that all the maintenance would be covered. But when I received the contract, only a small amount only gets covered by them.
  3. I was also told that for Audi, it would be bumper to bumper coverage. But the contract details are totally contrary.
  4. I sent them an email asking them to cancel the warranty and refund the amount as I was told by them that I can cancel it within 30 days and no questions would be asked by them,
  5. I did not get any response from them. So I called them and they said that they would not refund the amount. The person who spoke was also very rude.
  I request BBB to help me to get back my money.

  Business Response

  Date: 10/30/2024

  Hi ******

  Your policies have been cancelled and refunded!

  Customer Answer

  Date: 10/31/2024

  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.
  I did not receive any refund from Empire Auto Protect. Empire Auto Protect should give details of the refund.
  
  
  
  
  Regards,
  Complaint ID: 22461764
   
  
  
  
   

  Business Response

  Date: 11/08/2024

  Hi ******
  Your policies have been cancelled and refunded!

• Initial Complaint

  Date:10/18/2024

  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 wish to have the charge on my credit card removed as promised by an Empire Auto Protect employee via phone on Monday, 9 September 2024 and again by an employee who identified himself as ‘John’ via phone on Friday, 18 October 2024 (at 1:25 pm PST). John stated that the charge would be removed within 7 days. I am doubtful since this is the same promise that I received when I called 6 weeks ago.
  
  I should not have been charged.

  Business Response

  Date: 10/25/2024

  Hi ********

  We hope all is well. Your $99.00 dollar charged has been refunded. Please mark this complaint as resolved. 

  Customer Answer

  Date: 10/28/2024

  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. Thank you for forwarding my complaint to the business as they did not process the refund until after I filed the complaint.My credit card company indicates that the business posted the requested credit two days ago on Saturday, 26 October. This was 6 weeks after they initially agreed to process the refund.
  
  
  
  Regards,
  
  
  Complaint ID: 22442457

  Customer Answer

  Date: 10/29/2024

  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.
  
  
  Good morning,I wish to reopen the referenced case because my credit card company mistakenly indicated that they had received a refund request from the merchant. They have since corrected their initial statement.I am still seeking the refund. I ask that the merchant process and provide documentation of the $99 refund.Kind Regards,
  
  Regards,
  Complaint ID: 22442457
   
  
  
  
   

  Business Response

  Date: 11/06/2024

  Hi,

  We have refunded all your payments. Please mark this as resolved. 

• Initial Complaint

  Date:10/17/2024

  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 had my vehicle towed to the Nissan Dealership through my Warranty Company. I was informed there were some repairs needed to the vehicle. The Nissan Dealership contacted the claims department in reference to the repair and the Warranty Company sent out an claims adjuster to look at the vehicle. The Warranty company called Nissan and stated they needed a document from them. As the days pass I call the dealer and the warranty company. The warranty company states their waiting for a document from the dealer. I call the Nissan dealership and am informed they told the warranty company that make and model of vehicle does not give out the information they are requesting. The dealership informed me the warranty company is aware that what they are requesting can't be given. It has been two weeks and my vehicle is just sitting at that dealership not being touched. I call the warranty company and they continue to tell me there awaiting documents. There are not any documents to give them. They are delaying the repair of my vehicle and costing me more money to get where I need to be. My contract is good standards and my vehicle is also maintained by any repairs I'm informed that need to be done. The majority of the parts on my vehicle are new as I maintain it accord to what I'm told needs to be done and what I know should be done. I need my vehicle and I need it repaired. I have sent out emails to both parties (headstart warranty group ) and the sales representative as he is the only email I see in the packet.

  Business Response

  Date: 10/25/2024

  Hi *****

  We are your broker so we do not process the claims in house. We reached out to your provider and they responded back that they are on top of your claim and it will be out of reviewal in 48 hours.

  Best Regards,

  Empire Auto Protect. 

  Customer Answer

  Date: 10/29/2024

  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.
  When I purchased this warranty I was assured that they do not transfer policies to another company as others do. That is the reason I purchased it. As per the call all conversations are recorded he stated. Now it’s their the broker. 
  
  
  
  Regards,
  Complaint ID: 22435297
   
  
  
  
   

  Business Response

  Date: 11/08/2024

  Hi *****

  We reached out again to the adminstrator and they let us know your claim has been approved. Please mark this as resolved.

• Initial Complaint

  Date:10/16/2024

  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 paid $198 on 3/13/24, which is $450 in payments. (roughly)When I brought my vehicle to the shop, Empire denied every item listed in their contract and denied the claim. I've called to cancel, and every time, I'm told the people are at lunch at 3:30 p.m. Eastern time, where their offices are located. They are on holiday, or they have already left for the day. I've asked why to understand more about my claim and one person told me they would see if they could push claims and never returned my phone call. I called today and I've been told that I never even started a claim. They are frauds and do not hold their end of the deal. I want my money back from my payments and I want my contract canceled. Unless, they will fix the problems that should be covered under the warranty.

  Business Response

  Date: 10/25/2024

  Hi *********
  As your broker, we reached out to the administrator to understand why your claim was denied. They confirmed that the plan you purchased does not cover heating and air conditioning, as it is a basic plan. As a courtesy, we have canceled your account.

  Customer Answer

  Date: 10/29/2024

  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.The complaint had nothing to do with heating and air conditioning.  This is why I would like at least half of my money back.  It had to do with my coolant and wiper fluid and horn.  Their response goes to show that they have no idea, nor tried to even hold up their end of the deal.  They said I had a claim and then said I don't have a claim and now they are claiming something that I didn't even start a claim about.  My air conditioning and heating are completely fine.  This shows that they are defrauding the public and it is a complete scam.  They should not be allowed to conduct business in this matter.
  
  
  
  Regards,
  Complaint ID: 22431617
   
  
  
  
   

  Business Response

  Date: 11/08/2024

  Hi *********
  The parts you filed a claim for weren’t covered under the warranty, but as a courtesy, we’ve refunded your initial payment.
  Please let us know if you have any further questions.

• Initial Complaint

  Date:09/25/2024

  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.

  Purchased Extended Warranty July, 2024 and was told by the Rep Michael Burry that I can cancel at any time. It also says that in my contract.
  
  Here is the last sentence of the contract I signed:
  YOU HAVE THE RIGHT TO CANCEL THE CONTRACT AT ANY TIME. IN DOING SO, YOU MAY OBTAIN A PARTIAL REFUND UNDER CERTAIN CONDITIONS.
  
  
  After speaking with my representative at BMW they advised me this company was a scam and I need to cancel my contract as soon as possible.
  
  I emailed Empire Auto Group 4 times to cancel my policy with no response. When I called in I spoke with a representative who said he was the OWNER of the company and I could go **** ****** and they would not allow me to cancel my policy. Instead, he said if I fail to make the payments they will reposes my vehicle and he would give it to his daughter to drive. He also mentioned he already made $2,600 off of me and that I could try to sue them but I would never win.
  
  Do I really need to continue this review? Just looking to cancel my policy........... What a shame that people conduct business like this!

  Business Response

  Date: 10/02/2024

  Hi ********
  I hope you’re doing well. I want to assure you that we are a legitimate company and have been in business for over 17 years. If you would like to cancel your coverage, please don’t hesitate to contact us, and we’d be happy to assist with the process.

  Customer Answer

  Date: 10/17/2024

  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.
  
  
  Hello, I did not see the response from empire Auto Group until now they wrote in their message back to me that they would cancel my policy, but I’ve already asked four times via email and twice via phone call and they said they will not cancel my policy. I’m not sure what I should do now.
  
  Regards,
  Complaint ID: 22340407
   
  
  
  
   

  Business Response

  Date: 10/25/2024

  Hi ********

  Your policy has been cancelled. If you have any further questions feel free to contact us at 888-345-0084!

• Initial Complaint

  Date:09/24/2024

  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 September 16, I inquired about insurance for auto repair with them. I spoke to **** ******. He was very informative. On the 17th I decided to purchase the insurance, but was informed if I chose to cancel at anytime, it was my choice and no committment. On the 18th, I had found a cheaper local insurance. Especially when I was told their insurance was $99 a month, but then was told it would be $112 a month. Pay two years and two years free. When I found the other cheaper insurance, they had told me about issues they had at their dealership with this company. I called on the 18th to try and cancel and was told that department closed 5 minutes ago at 5:30 eastern. Then on the 19th to cancel, but then was told that department closed at 5:00 eastern. I called then on my lunch break on the 20th. I told them I wanted to cancel and only had 20 minute lunch. I was informed I they needed to verify if I purchased other insurance, which I told them it was none of their business what I do with my car. I was on the phone for 21 minutes arguing that I wanted to cancel, but they get giving me the run about about what I need to do. I stated I am telling you to cancel. They sent me a cancellation number via text 118962. Today, 9/24 I receive an email from their billing company Mepco. I called them, I was informed that they were given the information Friday afternoon to start auto billing me for service. I told her I canceled and had a cancellation number. I tried to call them today 9/24, but no luck. Mepco did remove the auto pay and apologized, but I am still trying to get my money back from them and cancel the insurance that they told me was to be cancedl on 9/20.

  Business Response

  Date: 10/02/2024

  Hi ********
  I hope you’re doing well. We wanted to inform you that your funds have been refunded, and your account has been canceled. You signed up on 09/17, and on 09/18, you called in to file a claim. Please note that there is a 30-day waiting period before any claims can be filed. Attempting to file a claim just a day after signing up does not comply with the policy terms.
  Despite this, we have refunded your initial payment in full. If you have any questions, feel free to reach out.

  Customer Answer

  Date: 10/04/2024

  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.
  
  
  NO claim was ever filed, it was supposed to be canceled if you see my documentation.  As of today, no money has been received from them.  IT has been 3 days and nothing yet. 
  
  Regards,
  Complaint ID: 22334951
   
  
  
  
   

  Business Response

  Date: 10/11/2024

  Hi ********

  Please mark this as resolved as we see the $112.71 has been received into your account!

• Initial Complaint

  Date:09/24/2024

  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 purchased a Waranty in full from Empire. My air conditioner in my car was not blowing cold air. I noticed once the summer was started. I took my vehicle to the dealership and they discovered my Ac compressor needed to be replaced. Under my contract that part is covered. The Waranty company stated that this was a preexisting issue. This was the first time I filed a claim on this issue. There was a claim from last year but it had nothing to do with my ac compressor. After going back and forth with the company and my mechanic on the phone they offered me $500 towards the $1700 repair. The whole repair should’ve been covered. They never paid the dealership the $500 they offered to pay. Now the dealership is coming after me for the remaining $500. I paid a total of $1200 plus $2500 for my Waranty. They refuse to work with me on a resolution, and keep giving my dealer and I a hard time. I went to the shop by my house to ask if he deals with third party warranties. He told me he’s always had a bad experience with claims with my Waranty company so he won’t do business with them anymore. I just want to get the service that I paid for.

  Business Response

  Date: 10/02/2024

  Hi *****,
  The air conditioning was not covered under the plan you purchased. However, as a gesture of goodwill and appreciation for being a valued customer, we paid your repair facility $500 on your behalf.
  If you'd like to upgrade your coverage to our highest level, we’d be happy to do so at no additional cost to you. Please feel free to reach out if you're interested or have any questions.

  Customer Answer

  Date: 10/03/2024

  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.I purchased the highest protection that available and the AC compressor is covered under the contract that you sent as an attachment. I paid $1300 out of pocket for a repair that is covered under my policy that I paid in full. All I’m asking for is the coverage that I paid for to be honored or a refund on the price that I paid  I didn’t sign up to pay for a Waranty and pay for repairs that are covered under my policy. To pay only $500 out of the $1800 repair is unethical. Please honor the contract that you provided.
  **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: 22331833
   
  
  
  
   

  Business Response

  Date: 10/21/2024

  Hi,

  We hope all is well. That is the best policy that you purchased. As a courtesy we can upgrade you free of charge or cancel out the policy for no fee. 

• Initial Complaint

  Date:09/23/2024

  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.

  Purchased a plan from them found a better plan for a better accredited place ask for the refund under the 30 days being that it was the same day so that I could not get my refund there was law saying I had to wait three months also, I was crying into my other personal business saying that I had to have the new company send them paperwork. I literally had the account for a few hours. I just want my money back. Customer service was very Rude and unprofessional going on rants.

  Business Response

  Date: 10/02/2024

  Hi ********,

  I hope all is well. We have refunded you the $112.71 down payment.

  Customer Answer

  Date: 10/03/2024

  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.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22327587

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 10/15/2024

  Hi *********

  Your refund has been processed for the $112.71. Can you please mark this as resolved!

• Initial Complaint

  Date:09/23/2024

  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.

  This business is a total scam. When first agreed to the contract they stated i could cancel within 30 days for a full refund. I called on a “recorded line” and cancelled about 3 days later. I called back 3 times since asking for a cancellation confirmation and never received. Today i called again to get a cancellation confirmation attempt the “owner” told me to go **** ****** and would repossess my truck. I never received a refund for the initial deposit as agreed upon. This is larceny by false pretense. The contract states multiple times full refund within 30 days

  Business Response

  Date: 10/02/2024

  Hi ******

  Your policy has been cancelled and a full refund of the $108.54 has been refunded to you.

  Customer Answer

  Date: 10/08/2024

  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.
  
  No refund has been received 
  
  
  Regards,
  Complaint ID: 22326029
   
  
  
  
   

  Business Response

  Date: 10/21/2024

  Hi ******

  We hope all is well. You were refunded the full amount that you paid into the policy of $108.54. We are not sure what else we can do to assist you.

• Initial Complaint

  Date:09/22/2024

  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 purchased a 3 year extended warranty through Empire Auto Protect on July 24th, 2024. The plan I opted for costed $2,499.00 and was paid via credit card on the 24th of July. Through inquiring about the coverage options for my vehicle I was told on multiple different occasions that the rear main seal (notorious for leaking on older dodge trucks) and other leaks that may occur would be fully covered under my warranty. Along with a long list of other items covered and a pro-rated return policy if I was no longer in need of the warranty I decided to go with Empire Auto Protect as my extended warranty provider. A couple months later I noticed a couple small leaks coming from the underside of my truck and took it to a shop for an inspection. The rear main seal was leaking and I had the mechanic shop file a claim with Empire auto Protect. My first claim was denied due to a clerical error on Empire Auto Protects end. I had the mechanic shop refile the claim and it got denied with little to no explanation leaving my truck sitting in the shop for almost 2 weeks with no repairs performed. I called my warranty company and was told that the rear main seal and leaks were not covered under my warranty. After paying a little over $2000 out of pocket for the repairs to my truck I decided that I would get a pro-rated return for the warranty due to the fact that it did not cover what I was told my warranty would cover. Upon calling Empire Auto Protect to inquire about a return I was met with a lot of profanity and rudeness regarding my return. I even received a call back from the manager who yelled at me on the phone to continue cussing at me over what I had inquired. The business has made no efforts to resolve the problem.

  Business Response

  Date: 10/01/2024

  Hi *****,
  I’m sorry to hear that you're dissatisfied with the claims experience. After reviewing the details, the plan you purchased does not cover stand-alone seals and gaskets, which is why the claim was denied.
  If you'd like to explore a refund or have any further questions, please feel free to give us a call. We’re here to assist you and ensure a resolution.

  Customer Answer

  Date: 10/07/2024

  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.
  As the business had stated in their response to my claim I tried to call them to inquire about my refund. Upon calling and working my way through the automated section of the call I was immediately directed to a voice mail box. This has never happened before in the multiple times I have called to inquire about a refund, and I believe that my phone number has been flagged in some way due to my attempts to get a refund. I also would not like to contact the company again as my past few interactions have been extremely unpleasant and led to no outcome. I am hoping that there is a way for a BBB representative to speak to the company on my behalf for a refund. Any attempts I have made are completely ignored and or rejected. If it is a must that I personally contact the company again then I will. I do not wish for an apology from the company or have any other questions for them, I simply just want a pro-rated refund for my purchase. 
  
  
  Regards,
  Complaint ID: 22322171
   
  
  
  
   

  Business Response

  Date: 10/21/2024

  Hi *****,
  I’m sorry to hear that you're dissatisfied with the claims experience. After reviewing the details, the plan you purchased does not cover stand-alone seals and gaskets, which is why the claim was denied.
  If you'd like to explore a refund or have any further questions, please feel free to give us a call. We’re here to assist you and ensure a resolution.

  Update: You called in on Sunday while we were closed. We tried reaching you today 10/21/2024 at 10:06 am EST and have not received a response from you.