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:09/16/2025

  Type:Customer Service 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.

  My original payment date for loan payment was the 28th of the month starting on June 28th. Payment was made and then I requested that payment date be changed to the 2nd of every month thereafter. My next payment was then deducted on the 2nd of August. Line5 then deducted another payment on the August 28th and sent me a bill for a payment on the 2nd of September. After numerous emails and phone calls, they refused to acknowledge and fix the problem. Now I have a past due payment and another due on the 2nd of October.

  

  Business Response

  Date: 09/16/2025

  Mr. ************* apologize for any inconvenience you have experienced.  Without getting into too much detail, it appears that when your payment date was initially moved from the 28th to the 2nd of each month our system did not initially recognize the change and that is why you were charged again on the 28th, and then the change took effect and the system showed you as having missed the September 2nd payment.  We have now gone into the system and corrected this issue.  More specifically, we have removed any past due information from your account, your account is presently current, and your next payment will not be due/taken until October 2nd.  While we hope this fully addresses your concerns, if you would like to discuss any aspect of your Line 5 account further you can contact our customer service department at **************.

  Customer Answer

  Date: 09/17/2025

   
  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:09/02/2025

  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.

  The vehicle was purchased from the dealer but the title was never transferred due to vehicle mechanical issues prior to purchase. Line 5 Extended Warranty Loan was provided by the dealer to me about two weeks later. I canceled this extended warranty through Line 5 associate. I was advised to contact the dealer to finalize cancelation.The dealer was difficult to deal with. I got no responses. However, Line 5 constantly sends me text messages and emails that mention balances and threatening credit reports and asking to pay for credit repair. I feel harassed. This Line 5 behavior is almost twice daily, so that it has caused me confusion and anxiety. I believe Line 5 can resolve this matter fairly in my favor because the cancelation for Line 5, provider, and seller were executed within the legal time frame in accordance with Illinois statute on vehicle warranties and cancelations.

  

  Business Response

  Date: 09/02/2025

  We apologize for any inconvenience you may have experienced with your Line 5 account.  We understand and agree that you cancelled your vehicle service contract within the allotted time frame, however due to some delay in the dealership sending Line 5 the cancellation refund interest and late fees were added to your account by our automated computer system.  This additional interest and late fees were the reason why you were receiving notifications about a balance still being owed on your account.  We have now gone into our system manually and removed those fees and interest charges, meaning your account is now fully closed with no outstanding balance.  We have also updated our credit reporting to show that your account was never past due.  Lastly, we have marked your account as both do not call and do not text, so you should not receive any further communications from Line 5 regarding your account.  While we hope this has sufficiently addressed your concerns, please feel free to contact Line 5 at ************** should you wish to discuss any aspect of your now closed account with ********************** any further.

• Initial Complaint

  Date:08/27/2025

  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.

  I was sold a warranty, but come to find out anytime I filed a claim to get something fixed that was supposed to be covered it was denied due to the fact of a clause that says if notes by the manufacturer / ******** were present they could deny said claim. So I canceled with Drive Smart due to no knowledge of this till I filed a claim on different accounts and concluded they weren't going to hold up to their part of the agreement. Now Line 5 says they weren't reimbursed by Drive Smart and now Line 5 is asking me for the money which I never received as they gave it to Drive Smart so I have no collateral or monetary value of anything. I have asked Drive Smart to return said monies to the party for which it came from and they tell me someone will call you from management but never do. Its as if they are avoiding the issue at hand to stall or avoid at all costs. This is wrong and deceitful. Something needs to be done about the fraud at hand. They also need to advertise these clause's they use that are not in the contract so people can see exactly what they will actually pay for under these warranties as these are hidden from the public and the consumer.

  

  Business Response

  Date: 08/27/2025

  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC is not the company which sells or administers the automotive products which are being purchased by the consumer.  Rather, Line 5, LLC offers its financing services through over 3400 different automobile dealerships and third-party sellers across the country strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time of purchase. When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC 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,LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the sales process or any discussions related thereto, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5, LLC.  Line 5, LLC is simply a company which works with thousands of different car dealerships and direct marketers to offer a financing option for the purchase of these types of products.
  Here as *** ******* himself states, the company which sold *** ******* his vehicle protection plan and which administers that vehicle protection plan is Drivesmart.  Drivesmart is a completely separate company from Line 5.  As all of *********** concerns appear to be related to the conduct of Drivesmart, we would kindly request that ********** direct this complaint directly to Drivesmart (*************************; ********************************************, ************).

• Initial Complaint

  Date:08/13/2025

  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.

  We have been paying line 5 approximately 200/month for a vehicle warranty and have had them refuse to cover issues with a vehicle or not pay in full for issues that we have had with a vehicle purchased through a local dealership.

  

  Business Response

  Date: 08/13/2025

  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 is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts. Line 5 is not the company which sells or administers the automotive products which are being purchased by the consumer, and Line 5 plays absolutely no role in making coverage decisions.  We simply provided financing to Ms. ****** and she is making payments to Line 5 to repay us for the vehicle service contract we purchased on her behalf.
  
  *********** which administers the vehicle service contract purchased by Ms. ****** is ********************************* (************************************************************************************************************, **************; ****************************** which is a completely separate company from Line 5.  To the extent that Ms. ******* entire complaint appears to deal with concerns regarding a claim for coverage which was submitted to ********************************* we would kindly request that she direct her complaint directly to ********************************* Again, Line 5 is simply a finance company and we play absolutely no role in making coverage determinations.
  Copies of Ms. ******* Retail Installment Contract with Line 5 and her Axiom vehicle service contract are being uploaded with this response.
  
  Notwithstanding the foregoing, if Ms. ****** has any questions pertaining to her account with ********************** she is welcome to contact our customer service department at **************.

  Customer Answer

  Date: 08/13/2025

   
  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:08/05/2025

  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.

  On Jun 13 2025 I was by **************** for service on my 2019 odyssey I'm paying every month 111 dollars for line 5 for an extended warranty. by time of service they declined to pay for my oil change and more importantly for the issues that need to be fixed they only want to pay after market parts and only a limited amount for labor not enough to resolve the problem By the time of purchase they called me identifying as a company from *****, but now I know they are not. I asked the representative if they will cover this particular issue and they said yes with pre-authorization.The representative told me that he is working there for 15 years and he never had a company that doesn't pay the minimum. I wanted to use third party mechanics but thay said those issues go to the dealer but line 5 doesn't pay there price.

  

  Business Response

  Date: 08/05/2025

  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 is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts. Line 5 is not the company which sells or administers the automotive products which are being purchased by the consumer, and Line 5 plays absolutely no role in making coverage decisions.  We simply provided financing to Mr. ******* and he is making payments to Line 5 to repay us for the vehicle service contract we purchased on his behalf.
  The company which administers the vehicle service contract purchased by Mr. ******* is ***************************** (******************************************************, **************), which is a completely separate company from Line 5.  To the extent that Mr. ******** entire complaint appears to deal with concerns regarding a claim for coverage which was submitted to ***************************** we would kindly request that he direct his complaint directly to ******************************  Again, Line 5 is simply a finance company and we play absolutely no role in making coverage determinations.
  Notwithstanding the foregoing, if Mr. ******* has any questions pertaining to his account with ********************** he is welcome to contact our customer service department at **************.

  Customer Answer

  Date: 08/06/2025

   
  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.
  I will file the complaint directly against the warranty company in a different filing 
  Sincerely,
  
  ***** *******

• 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:07/24/2025

  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.

  Against better judgment, i purchased an extended warraty on a used truck bought 5/24. Unfortunately, they lined up line 5 for financing. This horrible finance company contacts you by text. And it's never the same number. I've had 20 different text from 20 different numbers with a link to use. I would never click a link sent by a ********************* with all the scams out there. Well the warranty company was almost as bad as the finance when they didnt cover an obvious covered claim. So after a year I canceled my policy with the dealer and they were great and refunded the finance company immediately. Paid over 2 k towards the 4200 plan, and the dealer refunded 3k to them. After a month of no refund without contact i called the dealer and they claim said line 5 claims I still owed 112 dollars more then already pd. With the ****** interest rate these crooks charge it should be roughly 700 interest. But even at with that ibshould still get a refund. They are a predator loan operator. They prey on people and charge over the top horrible extreme high rates. Please warn all customers to stay far away from these crooks.

  

  Business Response

  Date: 07/24/2025

  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 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 *** ****** Chevrolet) 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 ***************************** purchased a Family First vehicle service contract for his 2011 Chevrolet Silverado from *** ****** ********* on May ******* for $4,200.00 and elected to finance that purchase through Line 5,LLC.  Per the terms of the Line 5 Retail Installment ******************** signed, he became obligated to repay this loan by making 36 monthly payments of $153.93 beginning on June 23, 2024 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. 
  Line 5 takes issue with Mr. ******* claim that we are a predator loan operator and that we charge over the top horrible extreme high rates.  To begin with, Mr. ******* applied for a loan from Line 5, Line 5 did not solicit his business.  The interest rate Mr. ****** was charged, as set forth in his Retail Installment Contract, was *****% based upon the fact that he had a 621 credit score.  This interest rate is significantly lower than the interest rate on a credit card,which Mr. ****** was free to have used to make this purchase.  Finally, the terms of the financing offered by Line 5 were presented to him in writing before the loan was ever consummated,and he agreed to those terms by signing the Retail Installment Contract.  The idea that Line 5 is predatory and/or that Mr. ****** was unaware of what he was signing up for are patently false.
  Line 5 acknowledges that we do contact our customers through text messages, as well as phone calls and email.  We also have a dedicated customer service department which our customers can call, as well as a website our customers can log into to view information about their accounts and/or make payments.  To the extent that Mr. ****** ever had any concerns about the text messages he was receiving including a supposed reluctance to click on links within those text messages it does not appear that he ever called Line 5 to ask if the texts were legitimate or to ask that Line 5 stop texting him.
  With respect to Mr. ******* concerns regarding the balance due on his account and the cancellation refund receiving by Line 5, we are uploading with this response the daily trial balance for Mr. ******* account which shows all payments, the accrual of interest, and the assessment of fees.  However, to respond to Mr. ******* inquiry more concisely, there is presently no balance due on his account with ************************** account has been closed and marked as paid in full, and there is no refund amount due back to Mr. ************* the extent that Mr. ******* complaint appears to also address concerns he has with his vehicle service contract company, we would ask him to address those concerns directly with that company.  Their information is as follows:  ******************************, *******************************************************; **************.  Because ****************************** is a completely separate company from Line 5, we are unable to speak to any coverage concerns Mr. ****** may have.
  
  While we understand this may not be what Mr. ****** was hoping to hear in response to his complaint, if he would like to further discuss any aspect of his now closed account with ********************** he may contact us at **************. 

• 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 *************.

• Initial Complaint

  Date:06/18/2025

  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.

  Paid off account and I'm still getting emails saying I owe money. I have called about this issue three times. Please take me out your system, my balance is paid!!! At this point I feel like line 5 is trying to scam me for money!!!Account#******

  

  Business Response

  Date: 06/18/2025

  Mr. ******** is correct that after he paid off his account our automated computer system added an additional $25.00 fee to Mr. ******** account, which is the reason he continued to receive payment messages from Line 5.  We have now removed that fee from our system and closed his account.  We apologize for this inconvenience, and are looking into why our computer system erroneously generated this extra fee so that we can prevent it from happening to other customers in the future.  While we hope this has fully addressed Mr. ********* concerns, he may contact us at ************** should he have any additional questions about his account with **********************.