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:06/30/2025

  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 am filing a complaint against Wynns Extended Auto Warranty (Phoenix American Warranty Company) regarding claim #1-000-3309-130, which I canceled on June 26, 2025, after nearly two months of delays, miscommunication, and unreasonable demands. My car has been inoperable since May 5, 2025, due to premature engine aging, yet Wynns failed to handle the claim professionally.From the start, they gave my mechanic the wrong phone number to reach them, causing early delays. When contact was finally made, Wynns requested a $900 teardown, then had the engine part sent to another shop for testingonly to later say they didnt trust that shops results and wanted to send an inspector after the fact, which would have required another test and additional costs. This was after they selected the shop themselves.Customer service was rude, dismissive, and refused to help, and when I did speak to someone from claims, I was told I shouldnt have been transferred and they dont speak to customers. The process was completely disorganized and emotionally *********** warranty is active until ******* miles or November 2025. The mechanic shop said they will never work with Wynns again due to this and similar past issues. I am now stuck with teardown and diagnostic fees ($900 + $90) and paying monthly on a car I cant drive.This experience caused me emotional and financial stress and disrupted my life. I ask the BBB to review and document this complaint, and Im open to escalating to the Attorney General or other consumer protection agencies.Sincerely,Scheniya *********-********* Claim #: 1-000-3309-130

  

  Business Response

  Date: 07/16/2025

  ****** appreciates Ms. ******************* reaching out regarding her ****** Premier Contract.  Regarding her claim, the repair facility contacted ****** stating that the vehicle would crank but would not start. The repair facility diagnosed it and found bent valves due to timing and also coolant intrusion into the engine.   ****** set the vehicle for inspection to verify the cause of failure and extent of damage to the Vehicle.  Prior to the inspection being performed, ****** received a call from Ms. ******************* that she wanted to close out claim and relocate the vehicle. As such, the inspection was cancelled and claim closed out.  ****** looks forward to assisting Ms. ******************* in the future, but we currently cannot assist on this claim because she cancelled the claim and removed the vehicle from repair facility.

  Customer Answer

  Date: 07/16/2025

  Wynns extended the repair process by making unnecessary loops. They were suppose to send an inspector out to performance plus where my car was after the first diagnosis. When it came time for them to do their part (send a inspector) they flaked and said instead of sending someone out to look at the engine top they wanted it to go to another shop that could run a test on it which was perfectly fine. It wasnt until they deemed the test that the mechanics did on the engine top unworthy after they said they were sending an inspector out and it was paid for already and not by Wynns. Then they say well we need the inspector to see the test being done, so they can look at the exact same results that they (Wynns warranty) denied when they first asked performance plus to send the engine top to that shop. So at that point wynns not only is stressing me out mentally, physically, Financially, and emotionally but theyre also doing it to the mechanic shops and their workers. When all were trying to do is fix my car thats rightfully covered under that warrenty. Its like they were trying to drag this out because they knew my warranty was ending and hoping that I would end my claim like I did. Im not too familiar with cars or warranty companies and I will say this is the worst experience *** had to deal with as far as being a customer in need of a service I was guaranteed. I feel bullied, belittled, and mistreated in the worst way and if Im being honest its unacceptable because Im not the only one and a lot of people are being held up by the foolery Wynns Warrenty has going on. 

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23536463
  
  I am rejecting this response because:Wynns extended the repair process by making unnecessary loops. They were suppose to send an inspector out to performance plus where my car was after the first diagnosis. When it came time for them to do their part (send a inspector) they flaked and said instead of sending someone out to look at the engine top they wanted it to go to another shop that could run a test on it which was perfectly fine. It wasnt until they deemed the test that the mechanics did on the engine top unworthy after they said they were sending an inspector out and it was paid for already and not by Wynns. Then they say well we need the inspector to see the test being done, so they can look at the exact same results that they (Wynns warranty) denied when they first asked performance plus to send the engine top to that shop. So at that point wynns not only is stressing me out mentally, physically, Financially, and emotionally but theyre also doing it to the mechanic shops and their workers. When all were trying to do is fix my car thats rightfully covered under that warrenty. Its like they were trying to drag this out because they knew my warranty was ending and hoping that I would end my claim like I did. Im not too familiar with cars or warranty companies and I will say this is the worst experience *** had to deal with as far as being a customer in need of a service I was guaranteed. I feel bullied, belittled, and mistreated in the worst way and if Im being honest its unacceptable because Im not the only one and a lot of people are being held up by the foolery Wynns Warrenty has going on. 
  
  Sincerely,
  
  Scheniya *********-*********

• Initial Complaint

  Date:06/22/2025

  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 purchased a 2019 ***** Silverado from car mart used cars in *********** paid for the wynns extended warranty within 3 weeks of having the truck the engine blew up its been in 2 different shops in the past 4 months currently at mcclintons auto in *********** wv who has tore the engine apart find the issue the dealership sent pictures of the problems with the engine along with a quote to fix it and the warranty company continues to say they want a cause of failure (which the dealer ship says they are unable to determine what caused it to overheat and blow the engine) so the warranty company refuses to go any further so Im stuck making a payment on a truck I that doesnt run and a bill from mcclintons tearing it down to find the problem.

  

  Business Response

  Date: 07/10/2025

  ****** appreciates Mr. ***** reaching out regarding his ****** *************** Contract.  In reviewing the relevant claim details, a claim was initiated on May 1, 2025, with a complaint that the Vehicle was severely overheated.   ****** advised that the cause of the overheat damage and full extent of the damage to the Vehicle.  The repair facility informed ****** that it could not determine the cause failure.  ****** stated that the claim cannot proceed without a determination of the cause of failure to the Vehicle.  ****** looks forward to assisting Mr. ***** further should the repair facility complete diagnosis.

• Initial Complaint

  Date:06/16/2025

  Type:Order 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 filing this formal complaint against Phoenix American Warranty Company for failure to comply with numerous lawful requests for documents pertaining to my *** and/or *************** Contract. I am listed as a co-buyer on the original financing agreement and have a legal right to access all records associated with the account. Despite repeated outreach, Phoenix American has refused or failed to provide: Confirmation of the *** and/or VSC contract start and cancellation dates; Full contract terms and related disclosures; Accounting or refund records related to the contract's cancellation; Any documents establishing proper cancellation or contractual compliance.I was recently contacted by the BBB and asked to provide the account number and name of the primary party. While **** **** is named on the account, I, Traon Call, am the co-buyer who traded in my own vehicle and paid the initial down payment using my personal Venmo-linked debit card. My financial contributions and ownership interests have not been fairly recognized.This lack of transparency, combined with Credit **********************'s false reporting of a cancellation date (January 9, 2025) despite my records showing the contract was canceled on or before May 3, 2022, reflects deceptive and unlawful business practices. I have been financially harmed, deprived of transportation, and denied access to records that are legally mine.Requested Resolution:1. Immediate delivery of all records related to my *** and/or VSC agreement.2. Written confirmation of the contract's cancellation date and accounting for refunds.3. Public and written acknowledgment of my rights as a co-buyer.4. Assurance that future communications will be directed to me and my legal representative.5. Request for any inaccurate records to be corrected or deleted in accordance with California privacy laws and federal statutes.

  

  Business Response

  Date: 06/19/2025

  ****** appreciates Mr. **** reaching out regarding his *** and *** Waiver.  ****** can confirm that the *** went into effect on September 5, 2021 and ******* miles, with a term of 24 months/24,000 miles.  Mr. **** voluntarily cancelled the *** Contract effective April 29, 2022, at which time the Vehicle's odometer read ******* miles.  During the effective term, there were 3 claims paid, totaling $9,267.91.  Similarly, the *** Waiver went into effect on September 5, 2021, and was cancelled effective July 24, 2024.  ****** maintains all files and documentation related to service contracts and *** Waivers.  ****** looks forward to assisting Mr. **** further, should he need more. 

  Customer Answer

  Date: 07/02/2025

  To Whom It May Concern:
  
  I am filing this formal rebuttal and continued complaint against Phoenix American for its failure to provide requested documentation and for violating state and federal regulations related to consumer rights and contract administration.
  
  Despite multiple requests, Phoenix American has failed to produce basic, required records related to my *************** Contract (***) and GAP Waiver associated with my financed vehicle, even after I lawfully requested them pursuant to:
  
  The California Consumer Privacy Act (CCPA) Civil Code ******** et seq.
  The Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681
  California Civil Code 1794 Song-******* Consumer Warranty Act
  
  
  I have since received confirmation from Wynns, the contract issuer, via a BBB response dated [7-2-2025], that:
  
  My *** began September 5, 2021 and was cancelled April 29, 2022.
  My GAP Waiver was cancelled July 24, 2024.
  Three claims were paid under the *** totaling $9,267.91.
  
  
  Phoenix, however, never disclosed this information, and failed to confirm the beginning and end dates despite my lawful written request. They also failed to disclose my standing as a party to the contract or send a written denial or acknowledgment within the timelines required by law.
  
  Additionally, I was not fully informed of the title structure, though I financed the vehicle, paid service and warranty-related costs, and suffered damages upon contract cancellation and vehicle repossession. The contract documentation was not properly shared with me at any point, despite my entitlement as a co-buyer or obligor.
  
  Requested Resolution:
  
  
  Immediate delivery of all account-related documentation, including:
  
  Full warranty application
  Cancellation request history
  All communications or notes
  Refund credits issued and applied (if any)
  Identity of all named parties
  
  Written confirmation that Phoenix has updated their records per Wynns confirmed dates.
  Formal correction of any inaccurate data related to me as a legal party to the contract.
  Deletion or correction of records in accordance with CCPA and FCRA.
  Conclusion:
  Phoenix Americans lack of transparency and failure to produce documents has caused significant financial confusion and hardship. Their continued inaction is inexcusable, especially now that Wynns has clarified the matter. I respectfully request that the BBB assist me in compelling Phoenix American to comply with all applicable laws and produce the requested documentation without delay.
  
  
  Sincerely,
  Traon Call
  
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23477886
  
  I am rejecting this response because:

  ********************** More Information

  More Information Received:

  from: ****************** on 7/2/2025

  Sent Via:	Email (ODR)
  From:	TRAON CALL
  From Email:	TRAON CALL
  To:	BBB Serving ***************** and the Caribbean
  Subject:	More Information
  Date Sent:	7/2/2025 3:52:19 PM
  Date Read:	7/2/2025 3:54:54 PM
  ***********************	*********************** ******************** Files listed above be visible when complaint is viewed online.
  Attachments:	DEMAND PHOENIX.pdf (Add to Library) (Manage File)

  
  
  

  To Whom It May Concern:
  
  I am filing this formal rebuttal and continued complaint against Phoenix American for its failure to provide requested documentation and for violating state and federal regulations related to consumer rights and contract administration.
  
  Despite multiple requests, Phoenix American has failed to produce basic, required records related to my *************** Contract (***) and GAP Waiver associated with my financed vehicle, even after I lawfully requested them pursuant to:
  
  The California Consumer Privacy Act (CCPA) Civil Code ******** et seq.
  The Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681
  California Civil Code 1794 Song-******* Consumer Warranty Act
  
  
  I have since received confirmation from Wynns, the contract issuer, via a BBB response dated [7-2-2025], that:
  
  My *** began September 5, 2021 and was cancelled April 29, 2022.
  My GAP Waiver was cancelled July 24, 2024.
  Three claims were paid under the *** totaling $9,267.91.
  
  
  Phoenix, however, never disclosed this information, and failed to confirm the beginning and end dates despite my lawful written request. They also failed to disclose my standing as a party to the contract or send a written denial or acknowledgment within the timelines required by law.
  
  Additionally, I was not fully informed of the title structure, though I financed the vehicle, paid service and warranty-related costs, and suffered damages upon contract cancellation and vehicle repossession. The contract documentation was not properly shared with me at any point, despite my entitlement as a co-buyer or obligor.
  
  Requested Resolution:
  
  
  Immediate delivery of all account-related documentation, including:
  
  Full warranty application
  Cancellation request history
  All communications or notes
  Refund credits issued and applied (if any)
  Identity of all named parties
  
  Written confirmation that Phoenix has updated their records per Wynns confirmed dates.
  Formal correction of any inaccurate data related to me as a legal party to the contract.
  Deletion or correction of records in accordance with CCPA and FCRA.
  Conclusion:
  Phoenix Americans lack of transparency and failure to produce documents has caused significant financial confusion and hardship. Their continued inaction is inexcusable, especially now that Wynns has clarified the matter. I respectfully request that the BBB assist me in compelling Phoenix American to comply with all applicable laws and produce the requested documentation without delay.
  
  
  Sincerely,
  
  Traon Call

  Customer Answer

  Date: 07/04/2025

  Dear *** or Madam:
  
  This letter serves as a formal demand for redress due to ongoing violations of federal and California consumer protection laws by your companiesPhoenix American and Credit Acceptance Corporationrelated to my *************** Contract (VSC) and *** Waiver, associated with the sale and financing of a 2013 Chevrolet Camaro.
  
  
  I, Traon Call, am a party to the contract tied to this vehicle and the related accounts. Although **** **** was listed as the primary buyer, I was the individual who traded in a previous vehicle and paid the down payment. As such, I hold equal and enforceable rights to all records, account information, and benefits stemming from this agreement.
  
  
  
  
  
  
  
  
  Background and Violations
  
  
  
  
  Despite multiple formal written requestsincluding complaints filed with the Better Business Bureau and the *************************************** have failed to provide documentation confirming the effective cancellation dates and proper application of VSC and *** credits.
  
  
  Recent disclosures from Wynns, your listed partner in the BBB complaint response, confirm:
  
  
  VSC Cancellation Date: April 29, 2022
  *** Waiver Term: Effective September 5, 2021 Cancelled July 24, 2024
  Misapplied Credit Acceptance *** Cancellation Date: January 9, 2025
  
  
  
  
  The cancellation date listed by Credit ********************** is patently false and contradicts Wynns records. The failure to accurately report and credit these cancellations constitutes deceptive and unlawful conduct, resulting in:
  
  
  Improper billing of a deficiency balance
  Damage to my personal credit profile and that of **** ****
  Denial of financial opportunities and hardship in housing, employment, and transportation
  
  
  
  
  
  
  
  
  
  
  Legal Grounds for Action
  
  
  
  
  The conduct by both entities violates the following laws and legal principles:
  
  
  Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681 et seq.
  Truth in Lending Act (TILA), 15 U.S.C. 1601 et seq.
  California Consumer Privacy Act (CCPA), Civ. **** ******** et seq.
  Song-******* Consumer Warranty Act, Civ. **** 1794
  California Unfair Competition Law, Bus. & Prof. **** 17200
  Uniform Commercial **** ***** & ***** (Rights to Request and Enforce Information)
  
  
  
  
  You have failed to provide proper accounting, misrepresented contractual rights, and denied legitimate requests for disclosure. These omissions and misrepresentations have resulted in financial and reputational harm and may justify punitive damages under California Civil **** 3294.
  
  
  
  
  
  
  
  
  Demand for Resolution
  
  
  
  
  I demand:
  
  
  Immediate written release of all documentation, account ledgers, credit postings, and cancellation confirmations related to the *** and VSC products.
  A full monetary settlement for the credit damage, financial losses, and distress caused by your companies unlawful acts.
  Immediate correction of credit reports and withdrawal of any remaining balances related to this account.
  Written confirmation within 10 business days of your intent to resolve this dispute.
  
  
  
  
  Please understand that I have already initiated a civil lawsuit against Credit ********************** (Case No. 25AVCV00201) and reserve the right to amend the complaint to include Phoenix American as a co-defendant. This letter may be used as evidence of my attempt to resolve this dispute before escalating litigation.
  
  
  If you are willing to resolve this matter in good faith, I remain open to private settlement discussion. Failure to respond timely will result in further legal actions and regulatory complaints.
  
  
  Sincerely,
  Traon Call
  Pro Se Litigant
  
  
  

  

  Business Response

  Date: 07/10/2025

  ****** appreciates Mr. ****** in-depth response to ****** response to his initial complaint.  As was stated then, ****** has provided Mr. **** with the relevant dates as to the effective dates of the Contracts and the cancellation dates of those contracts.  Further, any applicable refund was remitted to his lienholder.  ****** has not violated any State or Federal laws and appreciates, and states up against such wild accusations.

  Customer Answer

  Date: 07/15/2025

  This is my formal response to Wynns most recent message.
  
  
  Wynns claims to have provided all relevant documentation and dates regarding the *** and *** waiver contracts. However, this assertion is incomplete, misleading, and fails to address the specific issues I raised.
  
  No documentation has been produced showing the exact refund amount remitted to the lienholder (Credit **********************), nor a breakdown of how that refund was calculated;
  Wynns claims that the refund was issued, yet Credit ********************** applied a *** cancellation charge on 01/09/2025six months after Wynns confirmed the *** waiver was cancelled on 07/24/2024;
  This raises serious legal concerns of misapplied funds, improper billing, and consumer fraudnone of which were addressed in Wynns response;
  Despite my repeated demands under California Civil Code 1785 et seq. and federal law (****, 15 U.S.C. 1681g), Phoenix American and Wynns have failed to provide:
  
  Contract start and cancellation confirmations with executed pages;
  All refund transaction logs;
  Communications with Credit Acceptance regarding fund transfers.
  
  I have suffered serious financial harm due to this mishandling and misreporting:
  
  
  My tradeline is still damaged;
  No refund was credited properly;
  Wynns and Phoenix America have ignored key legal requests;
  I am preparing to amend my existing civil complaint (filed against Credit **********************) to include Phoenix America and potentially Wynns, for their failure to maintain proper records, misrepresentation of facts, and refusal to furnish documentation under federal law.
  
  I ask the BBB to keep this case OPEN AND UNRESOLVED until Wynns provides:
  
  
  A complete breakdown of funds refunded and the entity they were sent to;
  The total refund amount;
  Proof of communications with *** regarding refund processing;
  Copies of the original contract and all amendments signed by both **** **** and Traon Call.
  
  Thank you for your continued assistance in facilitating transparency and accountability.
  
  
  Respectfully,
  Traon Call
  
  
  Complaint: 23477886
  
  I am rejecting this response because:
  
  Sincerely,
  
  Traon Call

• Initial Complaint

  Date:06/16/2025

  Type:Order 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.

  Good afternoon, Phoenix American owes me ****** for rental reimbursment for covered repairs thatr occured over a month ago. I sent an email in May providing the documentation and evidence of my rental costs throughout the repair period, and I still have not received a response to my email or any reimbursement. Please stop scamming your clients. Please send me my reimbursement already. I'm fed up with warranty companies having no issues taking customers' money but fighting tooth and nail to not provide the customers what they are contractually entitled to. It's already bad enough it took you over a month to send an adjuster to look at my vehicle and nearly 2 months to approve the repairs. It shouldn't take an act of Congress to get reimbursed for a rental repair. It's already bad enough that you were too cheap to pay for the rental up front, so I had to fund it out of pocket and put my family through financial hardship just to have reliable transportation despite having a warranty. On top of that, the hardship continues because the warranty company isn't fulfilling its end of our binding legal agreement. Attached is the e-mail I sent back in May requesting my refund. **************** stated they mailed my check to the wrong address and are refusing to mail me a new one. :| Why am I suffering from your negligence? This is 2025, not the 1700s... either call your bank, void the previous check you sent, and send a new one to the proper address or direct deposit the money. This isn't rocket science.

  

  Business Response

  Date: 06/19/2025

  We appreciate Mr. ****** reaching out regarding this contract.  In looking into the rental refund, it shows that the check was mailed printed and put in the mail on June 3, 2025, in the amount of $180.00, the maximum permitted under the terms of the Contract.  In updating the address, Mr. ******** apartment number was not provided to us, so the check was mailed to the apartment complex without that information.  ****** requested he wait ***************************************************************************** resent to ******, prior to cancelling and resending the check.  After 30 days, ****** will cancel and resend the check and include the apartment number that has now been provided to it.  It should be noted that the approved amount of almost $12,000 in repairs has been paid to the repair facility, evidencing the vehicle has been fully repaired and is back in Mr. ******** possession.  

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:

  After putting me through psycholigical, emotional and financial hardship, hanging up the phone on me several times, and over 2 months later, yes, you approved the repairs of my vehicle as per our contractual agreement. I don't remember reading anywhere in the contract you would make this process as difficult and detrimental as possible. 

  This is the first time I was informed the limit was 180 dollars. It's an absolute travesty that you made me rent a car for 2 months before the approval knowing how much money it would cost me and my family out of pocket. What you are telling me is your organization is not competent enough to cancel/void a check through their bank and re-issue one? Also I did provide my apartment number, if your customer service team wasn't competent enough to annotate that properly then we wouldn't both be wasting eachothers time right now. If a measly 180 dollar is all you can do despite the fact I was forced to spelt over a thousand dollars on rentals then fine, but at this point you should be adjusting that amount for interest. I also haven't seen an explanation as to why you are unable to void a check. It's already bad enough your're reimbursing me pizza money, by the time I get the check inflation will have taken effect. It doesn't take an act of congress to void a check, do better, and hire more attentive employees. Also it doesn't cost you much to let your customers know that telling them they will be "reimbursed up to 30 dollars a day" should also include a caveat of the measley 180 dollar limit. How could you be proud of working for an oranization like this? I feel like I have to get a new bill passed through ******** just to get what I am legally owed. 180 dollars is that hard for Phoenix American to part with?

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

• Initial Complaint

  Date:06/09/2025

  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.

  Warranty company requiring expenses from me to determine warranty coverage. Not covering parts.

  

  Business Response

  Date: 06/19/2025

  ****** appreciates Ms. *********** reaching out regarding her Contract.  During the inspection, it was found that the engine block was cracked and had build up around it consistent with stop-leak. The residual fluid inside the radiator assembly was cloudy and had a jellylike substance which was also consistent with stop leak.Additionally, there was an engine noise verified to be coming from the front of the engine assembly. Additional teardown is required to verify the reason for the cracked block along with the reason for the noise coming from the front of the engine assembly.  ****** looks forward to assisting Ms. *********** further with her claim.  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23444480
  
  I am rejecting this response because: the warranty company is requiring that the dealership do a complete tear down of motor which included removing the motor.  This job is "booked" at 32 hours worth of labor at the hands of the mechanic.  The cost is almost 5000 and I have to authorize that in order for the work to begin.  I am not willing to pay 5000 on a what if.  The dealership provided all the information to the warranty company and I had to pay for those testing and diagnostics.
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 07/10/2025

  ****** appreciates Mrs. ************* follow-up.  Again, ****** needs the repair facility to fully diagnosis the cause of failure and full extent of damage to the Vehicle.  In this instance, the engine coolant froze, expanded and cracked the engine block.  There may have also been a low oil condition to cause a noise from the engine, but the repair facility could not confirm.  I am not sure where 32 hours of diagnosis was quoted, but that does seem greater than usual.  ****** cannot assist further with this claim unless the claim procedures are followed.  

• Initial Complaint

  Date:05/30/2025

  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 am writing to formally dispute the recent denial of warranty coverage for repairs related to engine damage sustained by my 2013 **** purchased in 12/2024. At the time of purchase, I also financed an extended warranty coverage through your company, which explicitly states coverage for major engine and transmission components.Recently, my vehicle was diagnosed with severe engine damage resulting from overheating. However, at no point did the vehicle display any dashboard warnings, check engine lights, or temperature alerts to indicate an overheating condition before the diagnosis. This absence of alerts prevented me from taking any preventive action.The authorized mechanic who inspected the vehicle identified a faulty thermostat as the root cause of the overheating. Despite this, your company has declined to cover the resulting engine damage, asserting that I continued to operate the vehicle while it was overheating. This claim is unsubstantiated, as I was not alerted to any overheating issue until after the inspection and diagnosis. The vehicle never provided any indication of abnormal operation that would have led me to suspect or cease driving due to potential overheating.The mechanic even attempted to dispute your decision, emphasizing that the thermostat failure was the initiating fault and that any further damage was a direct consequence of this covered components malfunction. Despite this professional input, your company has only agreed to cover the replacement of the thermostat, leaving me with the burden of the extensive engine repair costs that should reasonably fall under the warrantys protections.I am requesting a full review and reconsideration of this claim. I respectfully request a written response within 10 business days.Thank you for your attention to this matter. I look forward to your prompt and fair resolution.

  

  Business Response

  Date: 06/19/2025

  We appreciate Ms. ***** reaching out regarding her service contract.  Upon review of her claim, it was found that the Vehicle had suffered a thermostat housing failure.  Subsequent to that failure, the Vehicle was operated while it was overheating and caused additional damage to the Vehicle.  Following an inspection and confirmation of the failures, ****** was able to approve the thermostat and housing for coverage, but was unable to authorize the additional damage to the vehicle because the the contract explicitly excludes coverage to damage caused by overheating.  Accordingly, ****** cannot authorize any further amounts under the Contract.  ****** looks forward to assisting Ms. ***** again in the future.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23397934
  
  I am rejecting this response because:
  1. No clear warning indicators or check engine lights were observed
  that would have alerted me to the overheating condition prior to the
  failure.
  2. Once the issue was noticed, I acted promptly by seeking immediate
  mechanical inspection and did not intentionally or negligently
  operate the vehicle in a way that would cause additional damage.

  Sincerely,
  
  **** Ann *********

  

  Business Response

  Date: 07/10/2025

  ****** appreciates Ms. ***** following up to her email.  Unfortunately, ****** still cannot approve amounts in this claim.  First, the engine comes equipped with an engine temperature gauge that will tell you if the engine is too hot.  And second, the damage to the engine could only have been caused if operating the vehicle while overheating.  The engine damage and other relevant facts support ****** denial of this claim.

• Initial Complaint

  Date:05/16/2025

  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.

  purchased a 2014 Ram 3500 flatbed on 06/25/24 for $11,600 with ******* miles . I purchased a warranty with the vehicle for the term of 24 months or ****** miles with the contract price of $1948 and deductible of $100. The truck currently has ******* miles on it. I noticed a lifter tap sound 3/4/25 and immediately trailered the truck to the approved mechanic shop per( WYNNS EXTENDED ********) requirement. Mechanic filed the claim, and was given the go ahead to tear down motor. Upon assessment the lifter was bad. (WYNNS) requires mechanic to go further into motor via over phone . Mechanic finds the CAM in truck is rusted and not up to par which lead to the lifter failure. Warranty inspector then looks at motor and upon his assessment he states the truck will need a new motor and assures it falls under warranty . 7-10 days later an agent calls for a recorded phone interview. Agent asks what do you use the truck for I respond everyday personal use, drive to and from work agent then ask do you use it for work I respond No, this is my personal truck. Mechanic calls me and states WYNNS is not holding their part of the warranty because its deemed the truck is used for commercial use I call wynns and explain this truck has never been used for commercial use nor is tied to any affiliation used for profit. I have no way to appeal, nor was I given any written information as to why warranty was not granted. My truck now has a $2500 lean from mechanic breakdown of motor and $65 per day for storage. I have paid and upheld my part of warranty and WYNNS should be held accountable to do the same!

  

  Business Response

  Date: 06/06/2025

  ****** appreciates Mr. ****** reaching out.  During the claim process, the vehicle was inspected and it was verified that the vehicle was equipped with several commercial modifications such as a utility flat bed with cab guard, goose neck receiver,and welder. During the claim process, ****** spoke with Mr. ****** and he admitted that he is a welder by trade.  The equipment on the Vehicle, plus Mr. ******** own admission that his trade includes the equipment on the Vehicle, ****** denied the claim for commercial usage.  The contract was cancelled and a refund was remitted to the lienholder of record. 

• Initial Complaint

  Date:05/15/2025

  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.

  January 13th of 2025 I purchased a 2017 ******* MKZ from a company called Berkley Autos in ****** Colorada. They offered me a warranty program from a company Called ****** Premier. 2 days after I bought the car there was blue smoke coming out of the exhaust. On 2/24/25 I brought the car to **** dealership in Sterling Colorada, they diagnosed the car, they said that the *** or also known as the transfer case, is leaking. I gave them the information for my warranty coverage with ****** and they denied the claim. It clearly says on the flyer I was given in item number 4; "TRANSFER CASE. Transfer case and all internal lubricated parts. " Nothing else is stated under the transfer case coverage. I asked ****** to resubmit the claim and I also called ****** customer service. They told me if it is reworded they will accept the claim so I asked ****** to resubmit the claim and they did and ****** denied the claim again. I called my loan company and they put in a complaint but yet again ****** denied the claim. The quote from ****** was around $3500 but I was able to find a used transfercase $386.46. I have been calling around to several autoshops for the best price to install the transfercase and the lowest quote I got is $1,000 from a licensed shop and am scheduled to have it installed at the end of May.

  

  Business Response

  Date: 05/30/2025

  ****** appreciates Ms. ************ complaint filed with our office regarding her vehicle.  The repair facility reported to ****** that the exhaust was cracked, the *** was leaking from a the seals.  This vehicle did not come with seals and gaskets coverage.  The failure to the vehicle was caused by a faulty seal, therefore the claim was denied due to the failure being caused by a non-covered part.  ****** looks forward to assisting Ms. ********** in the future.

• Initial Complaint

  Date:05/08/2025

  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.

  I bought *** insurance from the dealer, the dealer uses the services of this company to sell *** insurance. I have tried to call the dealership and this company to cancel this insurance as I no longer own the vehicle. I see in the contract and their website that it says cancelations are accepted in all states. However they are making me go through an endless process where they want me to go to the dealer (who hasnt answered or returned any emails). I bought this companys *** insurance through one of their authorized dealers, at the end of the day the person that owns the *** insurance is this company and not the dealer from where it originated. I just wanted the prorated amount of the $925 cost. Contract number is PGF07365318129

  

  Business Response

  Date: 05/12/2025

  Phoenix American appreciates Mr. ****** reaching out regarding his *** Waiver.  The *** Waiver has been cancelled and the cancellation refund has been remitted as per the terms of the *** Waiver.  Phoenix American appreciates Mr. ******** business and looks forward to assisting him in the future.

  Customer Answer

  Date: 05/13/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:05/06/2025

  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.

  Last week, ******* Transmission in *******, *******, encountered a frustrating situation with Phoenix Warranty concerning a 2015 ***** Silverado. Customer has ********************************************* with *********************************************. The truck was towed by customer presented with clear signs of catastrophic engine failure: significant noise, misfire, and heavy smoke. Despite the readily apparent internal damage, Phoenix Warranty, with whom we work frequently on extended warranty claims, demanded a teardown inspection at the customer's expense before authorizing coverage. This was particularly concerning given the substantial labor involved in such a procedure. After completing the teardown, revealing substantial damage to the heads, valves, pistons, and cylinder blockall visually evidentthe Phoenix adjuster, *****, still refused to accept our diagnosis. He insisted on further disassembly, specifically requiring piston removal and measurements, even after we repeatedly requested an on-site inspection by a Phoenix representative to assess the damage firsthand. This unreasonable demand placed an undue financial burden on the customer and highlighted a significant disconnect between the visible evidence of engine failure and the warranty company's claim process The engine was removed to access the pistons, due to 4x4 configuration and hard accessibility, complicating this repair. With the engine now fully disassembled, ******* request for comprehensive measurements prior to an inspector's visit. This raises concerns and we suspect this is a deliberate tactic designed to obstruct the process and increase costs, potentially stemming from a bruised ego following previous disagreements where he attempted to assert a level of technical expertise beyond his actual capabilities. This behavior is ultimately impacting the customer's expenses and prolonging the repair unnecessarily. The situation requires careful consideration to ensure transparency and prevent further delays resulting from ******* actions.

  

  Business Response

  Date: 05/12/2025

  ****** is unable to respond substantive to this complaint as it was made by a repair facility, rather than a customer, and did not provide any relevant information for ****** to identify the claim.  Upon receipt of such information, ****** will be able to address the complaint. 

  Customer Answer

  Date: 05/27/2025

  This formal complaint concerns a 2016 ***** Silverado, VIN *****************, owned by ***** ********* and currently located at ******* Transmission in *******. The vehicle is undergoing engine repair, and the source of the complaint is the handling of the related claim by Wynns. ******* Transmission expresses significant dissatisfaction with Wynns' response, alleging that they have made the claim process unduly difficult. Specifically, Wynns has reportedly refused to dispatch an adjuster to inspect the engine, despite having requested its complete teardown. As a result of this lack of cooperation and perceived mishandling of the case by Wynns and its employees, *************************** is requesting that Wynns to honor customer ********************** and arrange for the vehicle's removal from their premises.
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23292044
  
  I am rejecting this response because:This formal complaint concerns a 2016 ***** Silverado, VIN *****************, owned by ***** ********* and currently located at ******* Transmission in *******. The vehicle is undergoing engine repair, and the source of the complaint is the handling of the related claim by Wynns. ******* Transmission expresses significant dissatisfaction with Wynns' response, alleging that they have made the claim process unduly difficult. Specifically, Wynns has reportedly refused to dispatch an adjuster to inspect the engine, despite having requested its complete teardown. As a result of this lack of cooperation and perceived mishandling of the case by Wynns and its employees, ******* Transmission is requesting that Wynns to honor customer ********************** and arrange for the vehicle's removal from their premises
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/30/2025

  ****** appreciates the additional information.  ******* informed ****** that it was unable to perform the diagnosis for the engine and was going to have the Vehicle relocated to a new repair facility that could adequately diagnose the failures to the Vehicle's engine.  This occurred on May 7, 2025.  ****** will open a new claim when the new repair facility contacts ****** to start the claim.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23292044
  
  I am rejecting this response because:

  We stand firm that a complete diagnostic assessment was impossible under the circumstances presented. Wynns' refusal to dispatch an adjuster to inspect the fully disassembled engine, ready for their review, is a primary point of contention. ******* has reached the limit of its diagnostic involvement, as the engine failure is demonstrably clear and requires no further justification. The excessive information requests from Wynns adjuster ***** have unnecessarily complicated the repair process. Furthermore, it was Wynns who initiated the vehicle's relocation to another repair facility. Consequently, ******* will no longer engage in business with Wynns and formally requests that Wynns arrange for the vehicle's immediate removal from our premises, coordinating directly with the customer.
  Sincerely,
  
  **** ******