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:06/02/2025

  Type:Service or Repair 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 not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 05/20/2025

  The claims department shared with me emailed correspondence between them and our customer. The contract doesn't cover pre-existing damage or seals and gaskets. The box on the contract is check but it lists a mileage exclusion of 125,000 max miles for that coverage. The vehicle had 139k miles on it. Nonetheless, the customer hasn't had the vehicle long and since the pre-existing damage was there prior to her getting the vehicle, We have contacted the warranty company and have requested they reconsider the claim and issue payment for $944. We waiting to hear back from the warranty company and will be in touch with the customer as soon as we hear something.

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:
  
  
  
  
  I’ve never heard of auto knight until getting this response so I did try reaching out but have not received a call back. I just want the car fixed considering this being a preexisting issue. $944 is not worth what I’ve been having to deal with since March.

  Customer Answer

  Date: 06/02/2025

  My father purchased my 2015 Honda Pilot on February 12,2025. After a month of having the vehicle it started to smoke one morning. After bringing the vehicle back to the dealership for it to be fixed I was advised by the service mechanic **** to call the warranty company. When I reached out I spoke to an advocate who insisted my engine is able to be covered under warranty. Once I moved my car to Honda there was an inspector named ******* that was supposed to come look at the car first hand however when he got to the Honda dealership he never seen the car or even ask for assistance with getting the car so he left & denied the claim for my engine to be replaced. At this time the inspector never came back out & warranty is still denying my claim even though I was told it would be covered. They are even trying to make me continue to make payments on a car that I don’t even have in my possession.

  Business Response

  Date: 06/03/2025

  Please see our original response sent on May 23, 2025.

  Customer Answer

  Date: 06/03/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

  Honestly at this point I just want my car fixed. If that means I have to pay a year down fee of $3,500 then that is fine with me as well. I just don’t want to have to keep paying a monthly payment for a car I was only able to drive for a short period of time. It wasn’t until now that Auto Knight had been brought to my attention so I’m not even sure what our agreement even is.  Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  **** **********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/05/2025

  At a high level, *** ********** will need to authorize her repair facility to tear down the engine to point of failure so it may be inspected. The purpose of the inspection is to determine the cause of the failure. The independent third-party inspection will provide insight to Auto Knight as the cause of failure so it may determine if the cause is a failure covered by the service agreement. The inspector will meet with the repair facility technician so the repair facility technician can demonstrate the cause. While the engine needs to be replaced Auto Knight without confirmation as to the cause.

   

  It is important for *** ********** to understand that if cause of failure is not covered by the service agreement, she will be responsible for the cost associated with the teardown charge by her repair facility.  If the inspect reveals the loss is covered under the service agreement, the total liability of Auto Knight is limited to $3,500. Any service invoice from her repair facility which exceeds $3,500 will be her responsibility. For example, if the cost to tear down the vehicle and repairs (or replace the engine) exceeds $3,500 any exceeding $3,500 is her responsibility. The limit of coverage payment of $3,500 is only payable when Auto Knight receives a final invoice from her repair facility itemizing the services provided, including tear down costs, showing that the vehicle is completely repaired.   Payment is only compensable when all repairs are completed.

• Initial Complaint

  Date:04/26/2024

  Type:Customer Service 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 roadside assistance. I was stranded from 3am-5-30pm in the rain waiting for a tow. They claim that if I pay for my tow that I would be reimbursed due to there office not having my policy number from my insurance company. I used two tows, I have two receipts it’s been a month and yet I haven’t received my full total of $170.00 that I spent out of pocket. They are giving me the run around.. Customer service is terrible and I waited 13 hours for them to send me a tow and they didn’t pick up my car. So I had finally figure out to get my car off the freeway in the rain. I have full coverage with my insurance company, but the roadside assistance is added as well. **** ****** **** whatever they call themselves are a horrible service provider. I want my full refund and I will cancel my services immediately.
  I have sent them all receipts to there email as requested, and also the insurance company ***** scan and sent receipts as well. It’s been a whole month and still no refund.
  Thank you
  
  ******* ********

  Business Response

  Date: 05/08/2024

  Please see the attached response above.

• Initial Complaint

  Date:11/28/2023

  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 purchased an All-in-One Protection plan when I purchased my new vehicle on 4/24/2020. This plan is administered by Auto Knight Motor Club. I sold my vehicle in August 2023 and contacted the Co for a refund of the unused part of the protection plan. There is a state specific cancellation section in the original contract for the State of ** (see the bottom of pg 4 of the contract attached). That language indicates that if I cancel the agreement within the first 60 days I will receive a full refund minus any claims paid. The next sentence relates to cancellations outside the 60 day period & states I will receive a Pro-rata refund based on the months left on the contract, less a fifty dollar cancellation fee or five percent of the gross premium paid, whichever is less.
  The company calculated my pro-rata refund, deducted the $50 cancellation charge and ALSO deducted $150 from a claim that was paid. The cancellation language in my contract does not have a clause that states claims will be deducted from a cancellation if the cancellation is made more than 60 days after the contract was signed.
  I spoke with two CSR's who both told me my cancellation was correct (with a refund amount of $225.26). I requested to escalate this and was transferred to a supervisor (where I left a voicemail message & never received a return call).
  I send a complaint letter to Auto Knight Motor Club on October 31st, and have had no response.
  Based on the contract language, I am seeking this company to refund the $150 it deducted in error from my cancellation refund.

  Business Response

  Date: 12/18/2023

  Your notice arrived while if was on vacation. We have researched this matter an confirmed the contact issued by the Seller on behalf on Auto Knight Motor Club does indeed have an amendment removing the “less claim” language. We are in the process of having the administrator issue an additional refund in the amount of $150.00. More information to follow on the date the check will be issued.

  Sincerely,

  ***** ****

  **** *********

  ********** ********

   

  Customer Answer

  Date: 12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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, provided an actual refund is issued.  On behalf of any other ******* resident that may have cancelled their coverage similar to myself, is the Business reviewing their records to ensure other contract holders are issued appropriate refunds due to the error they are now finding with how refunds were being calculated?

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ********

  
  

  
  

  
  

   

• Initial Complaint

  Date:07/11/2023

  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.

  On May 19, 2023 I hand-delivered the attached letter to Auto Knight Motor Club, Inc., the Administrator for the Gold Standard Automotive Network, requesting a refund as stated in the Agreement and in my letter and enclosing the original agreement as required. I have not received written correspondence regarding my request.
  
  
  On July 11, 2023 I talked with ***** at ************ which is supposedly the number for Gold Standard. After a long hold, he told me the request was denied; although I have not received anything in writing. ***** told me that I needed to call "the agency" which is supposedly AKN Enterprises at ************; however, AKN has only been in business for 2 years and could not have been the agency which sold me the policy. I called AKN Enterprises and ******* said that AKN does not handle refunds and that I would have to talk with Gold Standard and gave me the same telephone number that I called first and talked with ***** at ************. I also requested the original package of information which was hand-delivered on May 19, 2023 and signed for by ****** ****** as it included the original Agreement. I said that I would pick it up; however, ***** said that "someone" would be in contact with me as he would request return of the package. I have a copy of the original agreement.

  Business Response

  Date: 07/21/2023

  Dear Ms. *********

  Our office received a request for assistance from the BBB on your behalf. We are researching so we may assist you. Do you by chance have a copy of the agreement you can send us? Based on the information provided we have asked Gold Standard to provide information/status of your refund request. We will communicate back to you upon their response.

  Sincerely,

  ***** ****

  ***** ****

  VP Regulatory Affairs

  DIRECT: ************

  
  

  Business Response

  Date: 08/02/2023

  Ms. *********

  Thank you for sending the additional information. We have confirmed with Gold Standard that a refund was sent to the Dealer back in May and the check is still outstanding. Gold Standard is processing a stop payment and will reissue a check in the amount of $1,220.74 payable to you.  We should have the check the by beginning of next week. I will notify you when it is received.

  Sincerely,

  ***** ****

  Customer Answer

  Date: 08/23/2023

  I received the check for $1220.74 yesterday.  The BBB claim is now closed.

   

  Thank you for your help.

   

  *** ********

  ************

• Initial Complaint

  Date:03/22/2023

  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.

  3/14/23 My vehicle was not working properly. Took it to my mechanic. Mechanic located a cracked fly wheel and until the car is taken apart cannot see what else needs repairing. Mechanic stated vehicle is very unsafe to drive. In addition to the fly wheel being cracked the motor mount was also cracked. Unfortunately, I was not able to file the claim per the warranty agreement due to the warranty company not answering any of their numbers nor returning calls. After 4 days of no return calls, on 3/17/23 I authorized the mechanic to fix my car because I cannot afford to leave it at the shop while the warranty company is not replying to my calls. I rented a car from March 14 to 21 while we waited on the warranty company to call us and the work on my vehicle was being done. I kept the broken pieces that had to be replaced if the warranty company wants proof. I am requesting a refund of $1,976.32 ($1528.82 Mechanic/$447.80 Car rental)

  Customer Answer

  Date: 04/19/2023

  I was able to contact Dealer Loyalty Protection (Auto Knight Motor Club) on April 10.  Although I'm a bit disappointed that I didn't get more of a refund I did however get one.  The warranty company approved my claim on April 10.  I am awaiting my refund check.

  Thank you.

   

  ******** ******

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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 attempted to use the service 12/23/2022 at a ****** ***** dealership Mazda located at *** *** ** **** **** ***** **** *** *** **** . As an option I can get free wipers and the install must be approved. The dealership attempted to get an approval and told that it is only thru the warranty area. I attempted to call and could not get thru. The call timed out. I attempted later at home ( I just paid for the install) and again timed out. I tried several times with the same result several times. Decided to cancel the service, called the direct billing and told could not cancel. I did cancel the means for payment. Thereafter called the maintenance/repair area and left a message on that site. I have not gotten any callback and it is 12/31/22. I can (according to the contract) get a portion of $$ . I paid 175 down payment and 1 direct payment of 169.

  Business Response

  Date: 01/13/2023

  *** *******,

  Attached is our response to the complaint.

  Thank you.

  ****** *******

  Customer Answer

  Date: 01/30/2023

  I contracted with the company on 11-8-2022 for auto repair. I attempted to use the service for a perk, I did not have a claim. This occurred on 12-23-22 which was for replacement wipers. The dealership was not able to get an ok. I just paid it out of pocket. Thereafter and at the dealership could not get in touch with the business. I called the claim number left a message because there was no way to email or call. At that point I sent a request to BBB. *** ******* was my contact. I did experience some email issues because the account was hacked. I had to delete it. So, I did get in touch with her, but my account was closed. I want to continue and have contacted the company and wish to cancel my account. I have not gotten any respond. I sent a certified letter to the company and received on their end 1-25-23. I do want to cancel.

  Business Response

  Date: 02/08/2023

  *** *******,

  Attached is our response to the supplement request.  The copy of the Service Agreement was sent via email due to the file size restrictions.

  Please let me know if you have any questions.

  Thank you.

  ****** *******