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:04/08/2024

  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 have been trying to call Key Vehicle Resources for the last 3 weeks to cancel my month to month contract. I have selected the phone option for an agent to call me back after the recording verified my phone number. Three weeks later I still have not received a call back! Two weeks ago I sent an email requesting cancellation and told them not to bill my **** anymore. Two days ago 04/06/24 my **** was billed for another month of coverage $109.00. Key Vehicle Resources is an agent selling for ********************. On 04/01/24 I called ******************** and explained my problem they checked and said my policy was no longer in their system and had apparently been cancelled 5 days later Key Vehicle Resources billed my **** again. All I want is a refund of this last $109.00 charge since I no longer have coverage and not be billed anymore!I have had this policy approximately 2 years and no longer need it

  Business Response

  Date: 04/08/2024

  We have researched what number this customer was calling he was leaving a message on the Sales Floor not ***************** The phone number that was provided in his booklet and ID Cards is ************ . We have contacted the customer and canceled his contract and will refund his last monthly payment. We would normally refund to the Credit Card on File but he has closed that account so we will mail a check to the address that we have confirmed with the Customer. 

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair 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.

  this happened around 06/17/2023. my ignition switch locked up and i could not remove the key. i had to have it towed to my mechanic and the ignition switch had to be replaced. i talked to ************************* at ******************** or key vehicle resources i am not sure wich company they are. he told me that the ignition switch was covered and to send him a copy of the paid invoice which i did to his e-mail on june 23rd 2023. i havent heard back about if he recieved it or not or if they are going to pay it.i tried to contact **** on july 3rd 2023 and left a message. he told me over the phone that his service contract people said the switch was covered. this sint the first time this has happened to me with this company, in oct of 2021 my motore seized up and they refused to pay but after filing a complaint against them they finally paid after i had already made arrangements with my mechanic for a motor from a wrecked vehicle be put in my car. i recieved the short end of the stick because at the very least i should have had a remanufactured motor . everytime i have an issue they refuse it

  Business Response

  Date: 07/14/2023

   

  Thank you for bringing this customers concerns to our attention and for the opportunity to respond.
  
  As an initial matter, Liberty STF, **** ("Liberty") does not sell contracts, insurance, extended warranties, or warranties. Sales of vehicle service contracts ("***s") are handled by independent sellers. In this instance, the customer purchased a *** from ******************** (KVR) on October 5,2020.  A copy of the customer's *** was provided to the customer shortly after purchase. The sales call and the first page of the text encourage all *** holders to read their contract. The *** has clearly stated coverage, benefits, and exclusions.
  Upon receipt of this complaint, a Legal Claims Specialist for AAS, an ASE-Certified Master Mechanic (the Specialist) reviewed the claim and determined that the customer has already been reimbursed for their vehicles lock barrel and ignition switch repairs. However, the Specialist contacted the customer directly to discuss their claim and the customers complaints. As of the writing of this response, *** and the customer have reached a mutually agreeable resolution to consider this matter resolved. Therefore, *** considers this complaint fully resolved at this time.
  We trust the foregoing adequately addresses the issues raised in the complaint.
  

  Customer Answer

  Date: 07/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************