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:02/27/2025

  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.

  the company has approved the repairs to the vehicle with the amount that they would cover. upon completion of work the company will not pay the shop leaving me with the balance so i can get my property back

  

  Business Response

  Date: 03/07/2025

  ****** appreciates Mr. **** reaching out regarding his Contract.  ****** has been working with the repair facility with over a month so that it can remit payment for the approved repairs.  The repair facility purchased the replacement engine and remitted for reimbursement.  Unfortunately for the process, the repair facility purchased the engine from an entirely different repair facility than was originally told to ******; in fact the Georgia based repair facility purchased the engine from a repair facility in ******* that purchased it from a ********* dealership in ********  ****** stated that it needs a copy of the invoices and/or receipts identifying the payment for the engine to each entity for its internal quality controls and auditing purposes to ensure that the amount being paid is the cost of the engine.  ****** will happily remit final payment when the repair facility provides all receipts and invoices related to this repair.

  It should be noted that Mr. **** has cancelled his contract and, therefore, no new claims can be opened under the Contract.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22961824
  
  I am rejecting this response because:
  The warranty company authorized the shop to do the work. The shop owner owns multiple repair facilities and two of them are under different names. In order to get the engine for the vehicle he already had an account with the other name and purchased. He provided proof of purchase from dealership to first shop and from one shop to the other as he was instructed to do, but still no payment authorized. 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/12/2025

  ****** appreciates Mr. ****** follow-up.  The repair facility should be able to obtain and provide invoices evidencing the purchase of the engine for remittance to ****** as it is standard.  ****** will remit payment upon receipt of those receipts.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22961824
  
  I am rejecting this response because:
  The shop is not willing to share their personal bank records since the warranty company has not been willing to work with us at all. Without the cost of the engine i would like to be reimbursed for the rest of the work that the company approved me having done since everything has been completed. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/22/2025

  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 am filing a formal complaint against Wynns Extended Care, located at ********************************************, due to their failure to process an approved repair payment for my **** Explorer, resulting in an unnecessary and prolonged delay in getting my vehicle repaired.On January 29, 2025, Wynns Extended Care approved a repair for my vehicle at **** ***** ****. Despite this approval, they have repeatedly claimed they did not receive the necessary payment processing email from the dealership. However, **** ***** **** has emailed them three times and received confirmation that the emails were successfully sent. Additionally, the dealership has faxed the required documents, and both **** and I have called Wynns Extended Care multiple times to confirm receipt, yet they continue to state that they have not received the email.I personally called Wynns Extended Care six times, and **** ***** **** has also called them directly on multiple occasions, yet they continue to stall the payment process without any valid reason. As a result, my vehicle has been in the shop for over three days, and now, heading into the weekend, I will be without my vehicle for an additional three days or more, causing significant inconvenience and hardship.This delay is completely unacceptable and appears to be a deliberate attempt to avoid fulfilling their contractual obligations. I am requesting immediate action from Wynns Extended Care to process the payment and approve the repair without further delay. I also urge the BBB to investigate their business practices, as this type of behavior is deceptive and unfair to consumers who rely on their services.I would appreciate a prompt resolution to this matter and expect my vehicle to be repaired without further unnecessary delays. Please confirm receipt of this complaint and inform me of any further steps I need to take.

  

  Business Response

  Date: 03/07/2025

  ****** appreciates Mr. ******* reaching out regarding his contract.  ****** is unclear as to Mr. ******** complaint, however.  ****** approved the claim for repair of the Covered Parts in the amount of $3,144.23.  ****** paid the approved amount on February 10, 2025, following receipt of a final repair invoice.  Since the claim was paid as approved, it is considered closed and no further amounts can be approved or paid.  ****** looks forward to assisting Mr. ******* in the future.

• Initial Complaint

  Date:02/03/2025

  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.

  This is secondary to the report I filed against ******** auto. ****** (Phoenix) has a warranty on my car that I pay for monthly. The repairs are under warranty, however they are refusing to pay in full and dragged out the amount of time this repair is taking. Instead I am left with almost $1900 just in the covered repairs and thousands in uncovered repairs needed. I have also already paid out $500 in rental fees for a vehicle for the last 2 weeks and still need a rental for another week. Which is also uncovered by ****** and ********

  

  Business Response

  Date: 02/14/2025

  ****** appreciates Ms. ******** business and for reaching out regarding her Contract.  ****** has reviewed the relevant claim.  ****** approved the claim in the amount of $3,300.17 in order to repair each of the parts that the repair facility identified as failed.  ****** approves the parts necessary to repair the Vehicle and the necessary labor time, as directed by the national labor guide utilized by the repair facility.  ****** paid the approved amount on February 10, 2025, upon receipt of a final invoice evidencing that the Vehicle was fully repaired.  ****** cannot approve any additional amounts towards this claim as it approved all covered parts and repairs reported by the repair facility.  ****** looks forward to assisting Ms. ****** in the future.

  Customer Answer

  Date: 02/18/2025

  I spoke with an agent for over 8 minutes after receiving the initial quote.  They stated that meinake and the adjuster couldn't agree on some prices leaving me paying the difference.  However I asked where I could take it where the cheaper prices were available and he didn't have an answer. So basically they claimed it could be done cheaper elsewhere but couldn't back it up. As you can see in the bill, I refused everything my vehicle needed except the 2 things that were covered and should have been covered %100 but wasn't 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22893922
  
  I am rejecting this response because: the only work done was covered work. On my phone call they stated there were cheaper options for parts and labor so they weren't willing to pay more. However when I stated I would happily have my vehicle moved somewhere cheaper,  they couldn't give me a single location.  The only work done was the 2 things they approved and both those things should have been covered 100%. I also have a $720 rental bill for a vehicle to drive while waiting for the repairs
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/03/2025

  ****** used the relevant labor times that are set forth in the national labor guide used by the repair facility.  That is how the labor was determined and paid.  All other parts were paid for as set forth in the Contract.  ****** cannot approve any additional amounts on this claim unfortunately.

  

  Business Response

  Date: 03/04/2025

  ****** used the relevant labor times that are set forth in the national labor guide used by the repair facility.  That is how the labor was determined and paid.  All other parts were paid for as set forth in the Contract.  ****** cannot approve any additional amounts on this claim unfortunately.

• Initial Complaint

  Date:01/25/2025

  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.

  On 8/29/2023, I purchased a used 2015 Ram Truck and a *************** Contract, from **************************. The *************** Contract was to last for 24 months or ****** miles, whichever came first. This past December, 2024, while I was still within that coverage period, I took my vehicle into ******* ***** to repair a knock in truck's engine. At drop off, I shared the *************** Contract information with ****** the Service Technician assisting me with the repair. ***** wrote up an estimate and contacted, on my behalf, *********************************************, the *************** Contract provider to set up a claim. From the initial start of the claim, ***** ran into resistance from ****. Although my contract included engine coverage, **** wouldn't commit to anything until the engine was "opened" and a claims adjuster could come out and inspect it. After completing the inspection, the claims adjuster ended up denying the claim. ***** at ******* ***** went back and forth with **** at **** and advocated for me. **** (****) siting first my "negligence" and then "modifications done on the vehicle" as the reasons for denying the claim. The service technicians didn't see any negligence on my part, and argued that the repair was just normal wear and tear on a 10 year old engine. Additionally, to clear up any misunderstanding and assist in the effort to get the claim approved, I reached out to **** and explained the vehicle is exactly the same as when I purchased it. No modifications were done to it. ***** followed up for a month, and did everything he could to have **** at **** honor the claim, but **** remained not only adamant in denying it, but also has now "cancelled" my coverage. He went on to explain to ***** that I never should have been sold coverage, because of vehicle modifications.

  

  Business Response

  Date: 01/28/2025

  ****** appreciates Mr. ************* reaching out regarding the claim.  The claim was initiated on December 19, 2024, with a complaint there was a noise in the engine.  During the claim the vehicle was inspected to verify the failures.  During the inspection, it was confirmed that the Vehicle was equipped with oversized tires, that exceeded the manufacturer's specifications by height.  This not only puts an unnecessary strain on the Vehicle's drivetrain, but it also prevents the odometer from accurately recording the Vehicle's mileage.  ****** notified Mr. ************* of this and pointed him to the terms of the Contract that state that such modification is specifically excluded under the Contract.  ****** cancelled the contract and remitted a refund to Mr. *************.  Unfortunately, due to the modification to the Vehicle, the claim cannot be approved.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22851143
  
  I am rejecting this response because 1) as of today, I have not received a refund check from **** and 2) ****** response does not indicate the amount of the refund they claim to have issued. The only way I will consider this resolved is if **** issues a full refund in the amount $2,143 and provides proof of issuance. 
  
  Sincerely,
  
  **** ****-********

  

  Business Response

  Date: 02/14/2025

  As per the terms of the Contract, the refund was remitted to the lienholder of record.  ****** can provide the refund amount that was remitted if Mr. ************* contacts ****** cancellation department. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22851143
  
  I am rejecting this response because: I just called **** in regards to a refund check for the FULL purchase price of the the contract. The customer service representative I spoke to (*****, extension 395), wanted the mileage of my vehicle to "prorate" a refund. I explained that I am entitled to a FULL refund, and she then instructed me to email a copy of the complaint I made with the BBB to this email: **********************************************************. 
  
  Sincerely,
  
  **** ****-********

• Initial Complaint

  Date:01/23/2025

  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 a warranty I've been having problems with my engine since day one I've gotten this car in July and have been taking it back constantly for oil changes , I had a diagnostic do e the dealer ship said there is damage on the inside of the engine, the inspector came didn't look at the problem In the engine per the automotive guy at hyundi and they said they needed more test run coming out of the customers pocket, the hyndi ********************** that my car is at said they would pay for another Inspection because the warranty company said that he would have to get another inspection on the car , hydui service said they would pay for the inspection and the warranty denied it. I need help with this problem I would like the company to come out and the correct Inspection. I have been having nothing but problems with this warranty company I pay for the extended and they don't want to do anything g

  

  Business Response

  Date: 01/27/2025

  ****** appreciates Mr. **** reaching out.  The contract that was provided with the complaint is for a person with a different name, living in *********  ************ please explain his relationship to Mr. ***** as ****** does not want to share customer information to non-customers in an abundance of caution for privacy.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22847436
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

   

  I'm ******* **** the car is in my name and so is supposed to be the warranty,  ***** **** is the cosigner for my loan and I don't understand why my name is not in the warranty somthing needs to be done about this. This is ridiculous! The loan is in my name I don't understand why my name isn't on the warranty 

  Customer Answer

  Date: 01/27/2025

  My name is on this warranty,  the company lied and I didn't want another inspection and that I was just picking the car up! That is a lie the engine is out of my car how can I just pick it up!! I'm calling the attorney general and my lawyer . This company is playing games 

  

  Business Response

  Date: 01/28/2025

  ****** appreciates Mr. ****** clarification regarding the Contract and his understanding as it relates to consumer privacy.  Mr. **** has had two claims under the Contract.  On December 27, 2024, a claim was initiated by ******* of Ft. ***** with a complaint that the Vehicle was consuming oil.  ****** approved the cost to replace the valve cover gasket.  On January 15, 2025, a second claim was initiated with a complaint that the Vehicle was still consuming oil.  Following inspection, the repair facility could not find a cause of failure explaining why the engine was consuming oil.  ****** stated that it could not proceed with the claim until such time that a cause of failure and extent of damage to the Vehicle was identified.  To date, no cause of failure has been identified and shown to ******.  When that occurs, ****** will happily proceed with adjudicating the claim. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22847436
  
  I am rejecting this response because: hyundi said they showed the cause of failure of the vehicle and sent over the information and wynns keeps denying it. 
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 01/29/2025

  Hyundi sent pictures and reason for the motor some photos attached they told huyndi the claim is closed they won't accept anymore photos 

  Customer Answer

  Date: 01/29/2025

  Send out a new inspector 

  Customer Answer

  Date: 01/29/2025

  This is crazy that you closed this claim with no resolution 

• Initial Complaint

  Date:12/30/2024

  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 car for my daughter. It was an older vehicle and the dealership offered a warranty through them. It was Wynns ****************** We paid over $2,000 for the warranty because we wanted to make sure we were covered in the event something would breakdown. Fast forward 8 months and the car started to smoke real bad. We took it to the dealership to have it inspected and file a claim with the warranty company. The warranty company made them tear the engine down to find the breakdown. It was two bent valves. The warranty company came back and told them to tear down the vehicle to the point of failure which was already found. The warranty company is refusing to pay because the dealership cannot find why the valves bent. I would like this to be covered by the warranty company. This was in the contract they would cover engine failures and all we had to pay was a $100 deductible. We have been without this vehicle for my daughter and I am now stuck with a $3,000 bill from the dealership and a $11,000 loan balance.

  

  Business Response

  Date: 01/07/2025

  ****** appreciates Ms. ****** reaching out regarding the ****** *************** contract.  In looking into the claim history, it seems that a claim was initiated on August 27th, when the repair facility stated the engine had low compression but no cause of failure.  The repair facility did not call back until September 27th, whereby they still could not state the cause of failure to the engine and only stated that there was low compression.  It was not until December 4th that ****** heard from the repair facility.  At that time it stated that the cylinder 3 exhaust valve was bent.  They could not identify a cause of failure or any other damages to the Vehicle and the cylinder head could not be rebuilt.  There was still no cause of failure.  The shop did not call until December 30th to report only two bent exhaust valves were found and no cause of failure.  As those can be repaired without replacing the engine, ****** requested additional information and a cause of failure to explain the engine damage.  On January 7th the repair facility finally reported that the valve guides were failed and that there was additional damage in the engine.  ****** assigned an independent inspector to verify the failures to the vehicle in order to proceed with the claim.

   

  ****** regrets any frustrations that Ms. ****** has felt in the claim process.  Unfortunately, the repair facility did not move quickly in diagnosing the failures or communicating with ******.  ****** will proceed with the claim this week following the inspection.

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising 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.

  My name is ******* ******* and I was qualified by my bank for Phoenix American Warranty to fix my car. I qualified for a two a day rental on Monday. On Tuesday, my car was ready but the warranty company is not willing to work out the the issue. The warranty company is claiming they need to receive the invoice and how much for the labor. The automotive shop sent the email numerous of times. They continually said they didnt receive the email. Ive had the rental since Monday and I cant afford to keep paying for it every day when my vehicle is ready. No one wants to reimburse me for this rental when its not my fault that Phoenix American Warranty cant get their stuff together. Every time I call them, they are rude and disrespectful. I need my vehicle and it aint coming out their pockets. The bank had my call them and it is the worst thing I have ever done. I still have gotten my vehicle although its been finish since Tuesday and no one can get it together about paying the car shop and letting me get the car.

  

  Business Response

  Date: 12/19/2024

  ****** appreciates Mr. ******* reaching out regarding his Contract and claim.  ****** approved the claim for repairs and, during that process, ****** advised the repair facility of the required invoicing requirements.  These requirements stated that the invoice must include the Vehicle's mileage and the parts and labor warranty that the repair facility stated it would provide with the repairs.  ****** approved the claim on December 2nd.  ****** emailed the repair facility on December 4th and 6th, as it remitted improper invoices for payment.  ****** paid the claim on December 8th upon receipt of the proper final invoice.  

  ****** understands Mr. ********* frustration, unfortunately the delays resulted form the improper invoices remitted to ******.  ****** was clear prior to approval of the necessary invoicing requirements, so they should not have been an issue at remittance by the repair facility.  ****** looks forward to assisting Mr. ******* in the future. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22652124
  
  I am rejecting this response because:
  The invoice issue wasn't with me. The invoice issue was between Phoenix and the car repair. And because it took so long for yall to get on the same page, I had to get a rental car longer than necessary. I had it a whole week because yall couldn't get it together about receiving invoices. It's not fair for me. I called everyday for a week and it was a problem that wasn't on my end. So why should it be on me to be out of money.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/07/2025

  Again, ****** regrets any frustrations felt by Mr. ******* in the claim process.  ****** cannot pay claims without proper invoicing - this is carefully explained to the repair facilities prior to the claim.  The delay was with that.  ****** did issue payment on January 7th to Mr. ******* for 2 days of rental pursuant to the terms of the Contract.  As the repair facility has been paid and the rental has been paid, ****** considers the claim closed and no further amounts can be approved.

  Customer Answer

  Date: 01/08/2025

  When I provide u a receipt for a rental that I got because I couldn't get the vehicle for a whole week because yall failed to email the company back that fixed the van. Yall are wrong. I sat in the office numerous of days waiting on yall to get the email saying yall are paying the company so I can get my car. Yall don't care about your customers and I'm going to make sure I let credit acceptance and every car lot know that yall ****. My van still leaking transmission fluid but I can't afford a rental for another week because your poor business 

   

  Complaint: 22652124
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/29/2024

  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 purchase a extended warranty on my2013 chev traverse 6/2024 I have last than 5000 miles and in less than 5 months I have issues I took my vechical to ****** Auto where I was told I needed to replace my rac in pion I rented a car and got a call from ****** saying the ********** was approved for repair but it would cost mie $1900 out of pocket for 3 lines.I decided to get a second opion and rented a nother vechical and took my vechical to ********* where I was told a inspector had to come out in 2 to 3 days causing me to extend my rental car even though ********* said both the ********** which had already been approved not only that I needed replaced but the power sterring also ********* called to say **** would only cover the power sterring pump and a second inspection was needed after 4 days of rental charges I picked vehical up

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ******* reaching out regarding his contract and regrets any frustrations he may have faced in the claim process.  ****** shows that 3 claims were opened regarding the relevant issues with the vehicle.  The first two were closed due to Mr. ******* relocating the Vehicle.  In the current claim, ********* reported that the *************** steering pump, sway bar links, power steering gear and outer tie rods were failed.  ****** assigned an independent inspector to verify the failures to the Vehicle.  During the inspection, only the leaking power steering pump was identified as failed. No other failures were shown to the Vehicle.  ****** spoke with the repair facility and reported that only the power steering pump will be covered under the Contract.  The repair facility stated it wanted to have the vehicle reinspected, but would speak with Mr. ******* regarding the failures.  ****** is presently waiting for the repair facility to call back to set up reinspection or to proceed with ****** approving only the failure to the power steering pump.  ****** looks forward to further assisting Mr. ******* with this claim.

  Customer Answer

  Date: 12/07/2024

  My vechical was at *********** where the ********** was approved for repair this was the first claim I was told that **** would not cover 3 line which conect the racn pion and it would cost me $1900 when would only pay $2000 so that claim was canceled and I took my vechecal to Firstone where they determined that not only did I need a ********** I also needed a power stering pump **** wouild only pay for the powwr strering pump I was told that  **** stateted that I needed a second inspection at my cost $105.00 and it would be in a day or two By then I have already incurred a cost of $350.00 in car rental fees This process has been extremly frustrating.since I had the outer tie rods replaced and a sway bar which I paid for and a front end alingment For $335.00 For a total of $685.00 and my vechecal is still not repaired totaly which items covered under my warranty at 5000 miles

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22618527
  
  I am rejecting this response because: All items are covered but have not been repaired I have spent $685.00 in car rentals and the cost of installed outer tierods ends and a sway bar all items which should have covered under my warranty **** is giving me the run around
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/19/2024

  ****** has reviewed Mr. ********* claim history.  ****** has multiple repair facilities calling in the same failures to the Vehicle.  ****** has approved the cost to repair the front strut, rack and pinion, and the power steering pump.  ****** regrets the frustrations in the faced in the claim process and caused by the repair facilities attempting diagnosis.  ****** has reviewed the claim and approved the maximum amount permitted under the terms of the Contract.  ****** looks forward to assisting Mr. ******* again in the future.

  Customer Answer

  Date: 12/23/2024

   
  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:11/28/2024

  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 have a warranty from this company Phoenix America from buying a used car that had issues two days after I bought the car from 3rd party. Now I'm trying to get the car repaired here in **************** by ********* and Phoenix America is holding up payment to pay ********* for the work they have done so far. The total cost for all repairs is well over $3600 and I ended up paying $1574.11. Phoenix America is now liable for their payments for $2363.95 and are holding up my car that I can't get it back. It's a 2014 **** Flex. I have all documents for this because ********* gave me these. They are holding up the check to pay *********. I don't know if it when I will get my vehicle back. It was told by ********* to fax a complete service repair claim invoice back to Phoenix America which they did and had the Store manager sign, date when repairs were completed and warranty repairs that would last by month and miles of new parts for this 2014 **** Flex.I have called Phoenix America many times calling about my claims and when I would receive my car back. It's been like about a week and half because ********* has to order the new car parts Please help me out to get this car fixed and back.

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ****** reaching out regarding his contract and regrets any frustrations that he is facing.  ****** received the claim on November 21, 2024 for a failure to the Vehicle's water pump.  ****** approved the claim that day.  The repair facility was required to remit a final invoice evidencing the Vehicle had been repaired and ****** would then remit payment. ****** processed payment on November 27th following receipt of a full final invoice.  The claim has been paid for the approved amount and, therefore, ********** has fulfilled its obligations for this claim.

  Customer Answer

  Date: 12/04/2024

   
  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:11/23/2024

  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 a 2013 *********** that I am leasing through Credit Acceptance by ************* in ********, *******. My GMC blew a piston ring back on October 25th, 2024. I took my car to ******* where I purchased it on October 27th, 2024. The mechanics have been informing me & keeping me updated with my vehicle & how it is going. No one from my warranty company has been into contact with me about how my claim is going. Last night, 11-18-24, I called MS **** ****** explained that ****** Warranty denied the claim because the mechanic torched my piston ring ****** will not be covering the work even though it is covered under warranty. I have personally seen the piece that is broken & it does not look sabotaged & further more the mechanic has no reason to ruin my vehicle. I have been reaching out to ****** Warranty to no avail. I have left several voicemails for the supervisor, *************** has no contacted me at all. This business is disgusting when it comes to customer service. Then to deny my claim & not even tell me why is terrible. I want my claim to be overturned & for them to fix my car like they're paid to do.

  

  Business Response

  Date: 12/04/2024

  ****** appreciates Mr. ******* reaching out regarding his claim.  The repair facility initially started the claim with a complaint that the Vehicle's piston skirt was damaged and the cylinder walls were scored.  ****** assigned an independent third party inspector to verify the cause of failure and the extent of damage to the Vehicle.  Upon inspection, it was found that the damage to the cylinder walls could not have occurred during the regular operation of the Vehicle, which means that damage occurred after initial teardown of the Vehicle.  Since the damage was not caused by the operation of the Vehicle, it does not qualify as a Covered Breakdown as defined by the contract the claim was denied.  Unfortunately, ****** cannot assist with this claim.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22577627
  
  I am rejecting this response because:
  

  The business did not cause the malfunction in my cylinder. The ring was not getting the compression that is needed to function properly & when 2 pieces of metal heat up they tend to mold together. When the *** got just enough compression it broke free causing the ring to well out my cylinder. I have had several mechanics see the same thing in other ***'s that have these ecosystem engines. Your supervisor, ******** informed me the mechanic sent out claimed there was a hole in the ring. Now I am hearing a different story from you. I have contacted my State Attorney & you shall be hearing from them soon.

  
  Sincerely,
  
  ***** *******