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:07/25/2025

  Type:Billing 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.

  Endurance policy was terminated months ago but i continue to receive daily txt messages about my pymnt/card info

  

  Business Response

  Date: 07/25/2025

  We apologize for any inconvenience you may have experienced.  Line 5 serves as the payment processor for Endurance, and Endurance never communicated to us that you had cancelled your vehicle protection plan.  We have now gone ahead and cancelled your vehicle protection plan on our end.  Your account with ********************** has now been closed, we will not attempt to charge you anymore, and you will not be contacted by us again.  While we trust that this has addressed your concerns, if you would like to further discuss anything with us please feel free to call us at **************.

  Customer Answer

  Date: 07/30/2025

   
  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:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my line five policy 4 weeks ago and they are still taking money they keep telling me I have to call the dealership which the dealership has nothing to do with them I'm going back and forth number by number and getting nowhere they hang up on me they won't answer the phone they told me I should have money in the bank before they take the payment out but they won't stop taking the money out I have overdraft fees on my bank because the bank has no money in it and they keep taking it out I don't know what to do they keep saying we will not take any more payments out but they do and they don't take it out once a month they take it out four times a month when it's only supposed to be twice a month

  

  Business Response

  Date: 06/30/2025

  Thank you for providing Line 5, LLC (Line 5) with an opportunity to address and respond to your concerns.  Line 5 takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. We apologize that you appear to have had difficulty with our customer service representatives, and we will look into those concerns further so that we can take appropriate action as needed.

  
  Line 5 is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts. When a consumer finances a product with Line 5, a Retail Installment Contract is prepared by the seller (in this case ************************** which lays out the terms of the Line 5 loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5 opens an account for the customer per the terms of the Retail Installment Contract. Once Line 5 funds the customers loan, the customer becomes obligated to repay the loan to Line 5 pursuant to the terms of the Retail Installment Contract.

  
  Here, Ms. ******* purchased a Headstart ****************** vehicle service contract for her 2020 KIA ****** from Covered Auto on December 17, 2024 for $4,393.00 and elected to finance that purchase through Line 5, LLC.  Per the terms of the Line 5 Retail Installment ******************** signed, she became obligated to repay this loan by making 61 monthly payments of $98.77 beginning on January 16, 2025 or to otherwise payoff the full balance of his account within that time period.  However, Ms. ******* opted to make weekly payments of $24.69 rather than one monthly payment of $98.77 ($24.69 x 4 = $98.76), thus the reason she was charged four times a month and not once or twice as Ms. ******* seems to claim.  A copy of Ms. ******** signed Retail Installment Contract is uploaded with this response. 
  Line 5 is aware that Ms. ******* has cancelled her vehicle service contract, however that has no bearing on her obligation to repay the loan she took from Line 5.
  
  As is explained on pages 6 and 7 of the ***************************** vehicle service contract Ms. ******* purchased (a copy of which is also uploaded with this response), If You cancel this Agreement after sixty (60)days, You will receive a pro-rata refund of the total Agreement Purchase Price,based on the great of the days in force or miles driven, less a cancellation fee of fifty ($50.00) dollars Refunds will be payable to You or the lienholder, if applicable. 
  
  Here, because Line 5 financed the purchase of Ms. ******** vehicle service contract, it is the lienholder and any refund from **************************** will come to Line 5 Ms. ******* s Line 5 Retail Installment Contract explains on pages 2 and 3 that, if we or you cancel any Protection Plan (whether as a result of your default under this Contract, your voluntary cancellation, or otherwise), you agree to pay us any refund, benefit or other proceeds you receive from the Seller or Administrator in connection with any Protection Plan immediately upon our demand any refund, benefit or other proceeds we receive in connection with the Protection Plan may reduce the total number of remaining payments under this Contract and/or the amount of the final payment, but you must still continue to make your regular monthly payments as scheduled in this Contract until the Contract is paid in full.
  
  To date Line 5 has not received any cancellation refund from *****************************, and therefore an outstanding balance of $4,043.18 remains on Ms. ******** account.  As is explained above, when Line 5 receives the cancellation refund from ***************************** we will apply the full amount of that refund to the balance of Ms. ******** account, and if it is greater than what she owes Line 5 we will send her a check for the difference between what she owes and what was received.  However, until this cancellation refund is received, Ms. ******* remains obligated to continue making payments on her account or to otherwise payoff the full balance due and owing on her account.  
  
  While we understand this is most likely not what Ms. ******* was hoping to hear in response to her complaint, if she would like to further discuss any aspect of her account with ********************** she may contact us at *************.

• Initial Complaint

  Date:06/30/2025

  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.

  Around Jan *******, I was contacted by line5 offering a warranty on my 2010Honda. They said everything would be covered and they started to withdraw payments of $125 each month. In March I called to get my car serviced and I was told I had to take it to a Mccbanic in ******. Im in ********** and if I took it to anyone near me, it would not be covered. I asked for my policy to get canceled and they kept withdrawing the payment. I called several times and Im on hold for 30 minutes and call drops and I cant get of hold of no one. ********* called to open a claim and they were told that loaded strut assembly was not covered or the compressor and again I called to canceled and I was told I need to make payments. That I opened a loan for more then $3000 and I have to make payments regardles if I canceled. I never signed for any loan and I never received any information or paperwork for the warranty or line5. This is fraud and line 5 open a loan under my name and use fraudulent information. Im asking for line 5 to stop charging me and Im asking for line 5 and o pay for all the money they have fraudulently taken from my account. I have called them and they will give me another number to call and no one seems to know. They say my cancelation is pending and I have to keep making payments and if I dont make the payment. They will report to credit agencies that Im not making payments

  

  Business Response

  Date: 06/30/2025

  Thank you for providing Line 5, LLC (Line 5) with an opportunity to address and respond to your concerns.  Line 5 takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. 

  Line 5, LLC is not the company which sold the policy which Mr. ****** purchased,and Line 5 never made any sales calls to Mr. ************* The company which contacted Mr. ****** to sell him this policy is ************************* (1851 E. 1st. St., ****************************************************; **************), which is a completely separate company from Line 5.  To the extent that ********* appears to have concerns regarding the sales process, or things he was told by *************************, he should address those concerns directly with *************************.
  
  Additionally, Line 5 is not the company which issued or administers the policy which Mr. ****** purchased.  ************ is ***************************** (******************************************************, **************), which is also a completely separate company from Line 5.  To be clear, Line 5 plays absolutely no role in coverage determinations, or which repair facilities will honor the customers policy.  To the extent ********* appears to have complaints regarding coverage afforded to him under his policy, he should address those concerns directly with ****************************.
  
  Rather, Line 5 is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts. When a consumer finances a product with Line 5, a Retail Installment Contract is prepared by the seller (in this case *************************) which lays out the terms of the Line 5 loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5 opens an account for the customer per the terms of the Retail Installment Contract. Once Line 5 funds the customers loan, the customer becomes obligated to repay the loan to Line 5 pursuant to the terms of the Retail Installment Contract.
  
  Here, Mr. ****** signed a Line 5 Retail Installment Contract on January 23, 2025 which explains that he utilized the services of Line 5 to finance $3,764.11 for her purchase of a ************************* LLC vehicle service contract for his 2010 ***** CR-V.  Per the terms of this agreement, Mr. ****** became obligated to repay this loan by making 42 monthly payments of $ ****** beginning on February 22, 2025 or to otherwise payoff the full balance of his account within that time period.  A copy of Mr. ******* signed Retail Installment Contract is uploaded with this response.  This document was sent to Mr. ****** and he electronically signed it, and as such Line 5 disputes that he was never provided with a copy of this document.  Moreover, Mr. ****** admits in his complaint that he agreed to purchase this vehicle service contract and pay $125 per month for it which refutes his contention that Line 5 fraudulently opened this account.
  
  ********************** was made aware that Mr. ****** had cancelled his vehicle service contract on June 27, 2014, however that has no bearing on his obligation to repay the loan he took from Line 5.
  
  As is explained on page 8 of the ***************************** vehicle service contract Mr. ****** purchased (a copy of which is also uploaded with this response), If You cancel this Agreement after sixty (60) days, You will receive a pro-rata refund of the total Agreement Purchase Price, based on the great of the days in force or miles driven, less a cancellation fee of fifty ($50.00) dollars Refunds will be payable to You or the lienholder, if applicable. 
  
  Here, because Line 5 financed the purchase of Mr. ******* vehicle service contract, it is the lienholder and any refund from **************************** will come to Line 5.  Mr. ****** s Line 5 Retail Installment Contract explains on pages 2 and 3 that, if we or you cancel any Protection Plan (whether as a result of your default under this Contract, your voluntary cancellation, or otherwise), you agree to pay us any refund, benefit or other proceeds you receive from the Seller or Administrator in connection with any Protection Plan immediately upon our demand any refund, benefit or other proceeds we receive in connection with the Protection Plan may reduce the total number of remaining payments under this Contract and/or the amount of the final payment, but you must still continue to make your regular monthly payments as scheduled in this Contract until the Contract is paid in full.
  
  To date Line 5 has not received any cancellation refund from *****************************, and therefore an outstanding balance of $3,602.19 remains on Mr. ******* account.  As is explained above, when Line 5 receives the cancellation refund from ***************************** we will apply the full amount of that refund to the balance of Mr. ******* account, and if it is greater than what he owes Line 5 we will send him a check for the difference between what he owes and what was received.  However, until this cancellation refund is received, Mr. ****** remains obligated to continue making payments on his account or to otherwise payoff the full balance due and owing on his account.
  
  While we understand this is most likely not what Mr. ****** was hoping to hear in response to his complaint, if he would like to further discuss any aspect of his account with ********************** he may contact us at *************.