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:01/08/2024

  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.

  This business stole money out of my personal checking account when my account with them was cancelled, before the first payment was made, at the dealership my car was bought at. I was hung up on multiple times and when I finally got ahold of someone I was hung up on and told that only a supervisor was able to help me. I was hung up on again in the process of trying to get ahold of someone. Once I finally got ahold of the supervisor, he was extremely hateful and aggressive towards me telling me it wasnt his problem and that he had nothing he could do to help. I was told they never received any paperwork from the dealership when we were able to see the sent in documents by said dealership. The a****** of a supervisor continued to speak down to me and threaten to take more money out of my account.

  

  Business Response

  Date: 01/08/2024

  y Name is ***********************, the Manager of ******** Services at ********************. We have advised the customer that our system locks a payment for 5 days from the date of the payment before we can process the refund. Her payment was posted on 1/5/2024 and the refund is scheduled to be processed on 1/11/2024. 
  Second, we advise the customer that a copy of the contract was sent to her email. Any request for the cancellation of the warranty needs to be handled at the dealership, ********* Chevrolet Buick, where the warranty originated. We apologize for any inconvenience. Thank you  

• Initial Complaint

  Date:01/04/2024

  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.

  I obtained an extended warranty through my car dealership, ***** Chevrolet, with a company they use called Line 5, i have been paying them monthly, but i have been trying to call, email for the past 2-3 months and they never answer the phone, nor do they respond to emails. I am coming to the end of the contract with Line 5 and i want to ensure they do not deduct any further payments after my contract is complete, but again they do not answer the phone, nor respond to emails. This has been going on for the past 2-3 months. I have contacted the dealership and they are also having trouble contacting, cancelling or dealing with the same company.

  

  Business Response

  Date: 01/04/2024

  
  We have contacted the borrower regarding her request for a payoff statement and sent this to her via email on 1/3/24 at 11 am.   We also went over all payments made and her account and attached an amortization scheduled to the same email. Customer contract mature on 2/29/2024 and she was advised that there isnt a Pre-Payment Penalty attached to this loan if she pay this off one month early. 

  Customer Answer

  Date: 01/05/2024

   
  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. I spoke with ***********************, and he was able to address my concerns, if you could remove this complaint so this business will not be impacted with a negative review. Thank you
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently trying to cancel my warranty through this company and they are delaying to garnish more money I called them at first cause I hadnt heard a single thing from them they said there was no cancellation in progress so I called up the car dealership that issued the cancellation and they said it most definitely was I had them send me the cancellation paperwork and called line 5 a second time got the same person and told them I had the paperwork and all of a sudden he finds the cancellation tells me that I will have to pay for 2 more months or face credit penalties it is a very slimes business practice if you ask me

  

  Business Response

  Date: 09/28/2023

  We have received two calls from the customer on 9/27/23, in which he advised that he filled out the cancellation paperwork with the dealer ******************* Automotive Outlet. Between the first and second call from the customer, ******************** received the notification that the loan is now in a pending cancellation status. The line5 **************** team member explained to the customer that the refund from the dealership may take 6-8 weeks (about 2 months) to be received. Once the refund is received there may be a balance owed on the loan with Line 5 due to factors such as mileage overages, provider cancellation fees (not Line 5), claims deductions or any missed payments on their loan. We are working diligently with the dealer to have the refund expedited. The customer asked for his loan taken off the auto-payment method. This was completed, and the customer was advised of the credit implications, due to the time limit on the refund check.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like them to stop harassing me. When I bought my car a *** in ******** I bought extra insurance and then had *** cancel it which then *** paid the remaining balance which they did . For some reason line 5 now is harassing me by phone ever day saying there is a balance and *** has told me they paid it .line 5 customer service is rude. If u answer the phone they hang up they don't leave messages they use different numbers to call from I would just like them to stop harassing me I don't own them any money

  

  Business Response

  Date: 09/22/2023

  We have reviewed the loan with the customer and advised them that we received the refund check from ********************************** of $1,199.25 on 2/25/22 on her warranty. Once the amount was applied to the loan, it left a remaining balance of $41.96. We have contacted the customer on several occasions and asked the customer to settle on a reduced amount and we will amend the credit once this is completed. She has refused all attempts to have her remaining balance paid. Currently, the customer has advised that we have the incorrect number on call attempts.  

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract cancellation form that I completed through car dealership for Line5 to cancel their warranty on my vehicle. It was completed on 6/19/2023. They keep calling saying I need to go to dealership to cancel and the second time I went was 8/23/2023. I've given Line5 the information of the guy at the dealership for them to call him and verify but they do not listen. They still keep calling and reporting on credit after this has been cancelled through the dealership. The guy at the dealership is ***** and his number is *************. The dealership is **************** *************************************************************. *************.

  

  Business Response

  Date: 09/15/2023

  We have verified with the Dealer ******************* that the customer signed the cancellation on 6/19/23 and did a follow-up on 8-23-23.  The dealer advised Line5 that they started the cancellation on 8/24/23. The line5 **************** team explained to the customer that the vehicle service contract must be cancelled at the dealership. Our team explained that the refund from the dealership may take 6-8 weeks (about 2 months) to be receive and there may be a balance owed on the loan with Line 5 due to factors such as mileage overages, provider cancellation fees (not Line 5), claims deductions or any missed payments on their loan. We are working diligently with the dealer to have the refund expedited. We also had several team members reach out to customers to give them and update them on the progress of the cancellation, but our calls are being rejected. Once the loan is satisfied with a zero balance, Line5 will amend the customer credit.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20600447
  
  I am rejecting this response because:

  Before 6/19/2023 I spoke with someone at Line5 to cancel and he said I have to go to dealership and cancel in-person. I went to dealership and spoke to ***** at **************** and he canceled on 6/19/2023. On 6/17/2023 Line5 text me that $173.52 was due and on 6/22/23 Line5 took $268.09 from my account after I canceled on 6/19/2023. They also marked my credit causing me to lose 184 points from my credit. I didn't say anything hoping to not hear from them again. On 7/19/2023 they took another $91.71 out of my account so I went to my bank and did a dispute. I had to get a new debit card etc. ******** returned $359.80 to my account from the dispute. I didn't hear anything from Line5 until 8/19/2023, they text me that a payment is due and I spoke with someone at Line5 that this is supposed to be canceled on 6/19/2023. He said I need to go to dealership again and ask to cancel. I went to dealership again and spoke with ***** and he said yes he sent the cancelation. He sent the cancelation again on 8/24/2023. It seems as if Line5 is just trying to continue getting money from me. This was supposed to be canceled on 6/19/2023, I went and canceled it in-person with ***** from ****************. 

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

  

  Business Response

  Date: 09/25/2023

  We have verified with Lithia driveway that the refund check is being mailed to line5. The amount of the check will cover the remainder of the balance outstanding on the loan.Also, we have amended the credit of the customer to reflect current payments.In the cancellation process, the request for the cancellation was sent from ***** of ***** Lake to Lithia driveway. Line5 is the finance company that has been waiting for them to expedite the refund check that is now on its way

  Customer Answer

  Date: 09/25/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 11/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I've recently made a complaint through the BBB about Line 5 LLC. They were supposed to have resolved this issue according to their statement made in one of the last of their responses. The complaint number is ********. They said the refund the in the contract was enough to cover whatever expenses and that they would fix the ****s they made on my credit. Well, here it is again a few weeks later they send me a bill and **** my credit again. I don't know what the deal is with these people but it seems like they think they can bully customers. They need to back up because the contract has been canceled and they're giving me a hard time about it.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/18/2023

  The refund check was received from the dealership on 9/28/23. When the refund was  applied, the balance was $108.61. The balance was written off and the account was settled. A request for credit repair was made and we believed this request was complete. 
  

  However, on 10/24/23, the customer disputed $268.09 and $91.91 in previous payments. This is why there is now a balance owed. the customers actions are what caused this account to remain an issue, not Line 5  
  

  We refuse to make any further adjustments and this account has been turned over to legal for further review. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20600447
  
  I am rejecting this response because:
  What Line 5 is referring to is the disputes that I made in the months before 10/24/2023. There was no dispute made on 10/24/2023. This dispute was mentioned in previous responses and they've said they will clear it up. Let me paste from back in September.

  " Complaint: 20600447
  
  I am rejecting this response because:
  Before 6/19/2023 I spoke with someone at Line5 to cancel and he said I have to go to dealership and cancel in-person. I went to dealership and spoke to ***** at **************** and he canceled on 6/19/2023. On 6/17/2023 Line5 text me that $173.52 was due and on 6/22/23 Line5 took $268.09 from my account after I canceled on 6/19/2023. They also marked my credit causing me to lose 184 points from my credit. I didn't say anything hoping to not hear from them again. On 7/19/2023 they took another $91.71 out of my account so I went to my bank and did a dispute. I had to get a new debit card etc. ******** returned $359.80 to my account from the dispute. I didn't hear anything from Line5 until 8/19/2023, they text me that a payment is due and I spoke with someone at Line5 that this is supposed to be canceled on 6/19/2023. He said I need to go to dealership again and ask to cancel. I went to dealership again and spoke with ***** and he said yes he sent the cancelation. He sent the cancelation again on 8/24/2023. It seems as if Line5 is just trying to continue getting money from me. This was supposed to be canceled on 6/19/2023, I went and canceled it in-person with ***** from ****************. 
  
  Sincerely,
  
  ***********************"

  It is obvious Line 5 has an internal issue that is causing them problems because I haven't made a bank dispute since. They have not had access to charging my account since I've made the dispute back in June. They need to read carefully because the cancellation was done on 6/19/2023 and I've had issue with them since. According to the dealership, it's Line 5 that is the issue.

  Again, after the cancellation was made on 6/19/2023, they went and charged my account a few days later and that is when I disputed those charges and had to get a different bank card, etc. They haven't had access to charging my bank, since. 

  They originally took 184 points and they promised to reinstate those points but only reinstated 61 points and closed the account. Here we are again, they took 107 points off and sent a bill after they said everything was supposed to be ok. In their previous response they said I made a dispute on 10/24/2023 which is false. 

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

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay every month for this for the last 2 years on my vehicle and have never once used it i want to cancel this but you refuse to answer my phone calls/emails or live chats on your customer page.

  

  Business Response

  Date: 09/22/2023

   We have verified with the customer *******************************, that she has been trying to cancel her warranty contract with Amazon Warranty and has been unsuccessful in reaching someone.  She filed a complaint with the BBB to get attention from someone from at either company regarding cancellation.  Only contact  Line5 received from borrower, was a call on 1/19/23 regarding a possible cancellation.  The instruction for the cancelation was given.  After receiving the BBB complaint, a Line5 customer service agent spoke with the customer on 9/20/223 and customer said they will review the warranty to be sure they want to cancel the contract. If so, she will call line5 if she decides to continue with the cancellation and they are not able to reach anyone at Amazon

  Customer Answer

  Date: 09/22/2023

   
  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.

  Im not exactly sure how Im supposed to get a hold of you guys again, but I did want to let you know that line 5 has reached out to me and I have resolved my issue with a very wonderful customer service lady and I thank your company for reaching out to them for me

   

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

• Initial Complaint

  Date:08/07/2023

  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 am so sick and tired of this company harassing me regarding an extended warranty for a vehicle I no longer own. I think I was assigned this warranty over 7 years ago on a car I purchased, through ************************* at the time. I did NOT have the warranty for long from what I can remember. They have placed this mess on my credit report which is stopping me from getting a home loan. They call me EVERYDAY from a different number and I place them on "BLOCK". I want them to cease and decease from calling, sending threatening letters through the mail, and ANY other harassment procedures to get monies from me!

  

  Business Response

  Date: 08/07/2023

  This complaint is 100% unwarranted. 

  Line 5 provided the customer with an installment loan for the purchase of a vehicle service contract on their ***** Accord. On 7/30/2019 the customer contacted our customer service team and explained that the vehicle service contract as cancelled at the dealership. Our team explained that the refund from the dealership may take 6-8 weeks to receive and there may be a balance owed on the loan with Line 5 due to factors such as mileage overages, provider cancellation fees (not Line 5), claims deductions or any missed payments on their loan. 

  There were several payments retuned for insufficient funds prior to cancellation and the customer remained behind on payments until the refund was received from the dealership. The 3/24/2019 payment was returned for insufficient funds and a replacement payment was made on 5/3/2019. The 5/3/2019 payment covered the missed March payment, April's payment and the *** fees charged by the bank. The May payment was attempted on 5/31/2019 and was returned for insufficient funds. There was a successful payment made on 6/14/2019 that covered the missed May payment and the *** fee charged by the bank. No payments were received for ***** July or August. The cancellation refund was received on 8/26/2019 and would have been enough to satisfy the loan balance, if the client was not 3 payments behind, and a refund would have been issued to the customer for any overages. 

  The customer failed to pay off the balance owed of $282.01 and the loan was reported to their credit file accordingly. If the customer makes the payoff of $282.01, a paid in full report note will be sent to their credit file. Otherwise, no adjustments will be made. 

  The customer has been placed on Do Not Call, effective 8/7/2023. The customer has not communicated with our customer service team since 7/30/2019 and repeatedly blocked out attempts to collect the balance and explain why there is a balance owed. This BBB report is the very first request to be placed on Do Not Call and Line 5 has honored that request.

   

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was sold thid extended warranty coverage funded by line 5. When i went to use it they denied my claim stating my car had a salvage title and they dont warranty those type of titled cars. I said ok so why wasnt i told this upfront before paying for this coverage. After this they refuse to cancel my coverage and refund me. Furthermore they are harrassing me via text and phone calls.

  

  Business Response

  Date: 02/27/2024

  Line 5 is a lender that provided a loan to ****************** for the purchase of her extended warranty coverage. They purchased the coverage from Classic Chevrolet. 

  Line 5 is NOT the warranty company or the dealership. Line 5 does not make coverage or claims decisions. This is a loan that allows the consumer to purchase coverage using low monthly installment payments. The customer never made a single payment to ********************** for the warranty coverage but expected the warranty company to pay for immediate repairs to their vehicle. 

  The customer signed an installment contract and was well aware of their repayment responsibilities. There is a remaining balance owed to Line 5 of $433.84.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 20323275
  
  I am rejecting this response because: this company charged for a service that they could not provide to me as a consumer. They do not cover vehicles with "salvage" titles and were well aware my vehicle details prior to tricking me into their offered services. I am NOT responsible for the amount and am actually due money back. This company has a reputation for this bad business practice as Ive discovered upon researching them. I refuse this response and lack of accepting responsibility on their part and will proceed with my complaint and other means. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/01/2024

  We do sympathize with the customer's situation but there is nothing we can do related to their coverage terms. 

  Again, Line 5 is the lender who provided the customer with a loan. ********************** does not sell service contracts or determine coverage options. Line 5 is an indirect lender and there was no communication on the loan origination. That was between the dealership and the customer. 

  Their dispute is with the dealership, and they should work with them to get this problem rectified. We will adjust their balance owed to $0 and send a request to repair their credit file. Beyond that, they have to visit the dealership. 

  Thank you. 

• Initial Complaint

  Date:07/14/2023

  Type:Product 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.

  A auto warranty policy was fraudulently opened in my name for a vehicle I no longer own that was sold 30 days from initiation of policy in February of 2023
  The vehicle was sold 03/18/2023
  This policy was member obtained through any dealership
  Due to this policy I have since become a victim of fraud for multiple accounts credit cards and loan applications
  Line 5 refuses to speak with me in any way shape or form to discuss this matter.
  Last conversation was with a man named Ryan who indicated a stop payment was placed on my account pending investigation it's been over 3 months I've made multiple follow up calls. Please see attached information
  When I asked Ryan what the turn around time was to get a return phone call I was told he doesn't know it could be a week a month a year or 5 years. No attempt to communicate with me has been attempted I've submitted all necessary documents and information necessary to prove this is incorrect requires to be canceled immediately and the only thing I have been is disregarded provided horrible customer service harrasing notifications. I need at this point a resolution and refuse to continue to allow this company to continue to cause fraud harm and damage to my credit and identity.

  

  Business Response

  Date: 08/03/2023

  The customer's complaint is with Amazon Warranty, not Line 5. After several conversations with the customer, the customer has agreed to remove this complaint from BBB. The account will be removed from credit reporting.

  Customer Answer

  Date: 08/10/2023

  Thank you for the follow up email yes I recently received a phone call and email from line 5 llc indicating they will remove this from my account and credit bureau on the 10th of August they will submit this information to the credit bureau 

  With the request I remove my complaint from the bbb

• Initial Complaint

  Date:06/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting phone calls and texts to a *********************** about a loan. I am not him and dont know him, and ****** taken out a loan. I called the phone number today and the customer service person apologized and said he would take me off the account. Then when the call ended I IMMEDIATELY got another text saying ***********************.

  

  Business Response

  Date: 07/17/2023

  Good Afternoon,

  We have suspended calling to the Number **************.   This number was entered in by the borrower.  If there are any other calls to this number please reachout ASAP.  

  Thank you,

  Line 5, LLC