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:09/13/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  These guys are THIEVES! I cancelled my warranty back in March of 2024 - I had never used the warranty and sold my car. Per the terms of the agreement, I was entitled to a refund minus fees. I had to go through a convoluted process of sending them a NOTARIZED cancellation letter, and then waiting 60 BUSINESS days for the refund to process. I waited - impatiently - to the middle of June where I was told the check would be mailed. But not until the last Friday of the month -ok odd. The first check was supposedly mailed on June 28, 2024. I waited three weeks - no check. I live in **********, these fraudsters are in *******. I called back. Got the run around for another week, and was told a second check was mailed out to me on July 26, 2024. I waited three more weeks - NO CHECK. I called back. They didn't answer. I called back again, got the run around. I called back a third time and asked to speak to a supervisor - got a voicemail of a ****** ******** - never heard back. On August 29th I was told a THIRD CHECK would be mailed to me on August 30th. I called and confirmed the check was mailed on August 30th and received a third check number. It's now September 13th, and I have not received my check in the amount of $2728.50 (Check #****) I am owed for cancelling my ********* one should use this company and BBB should help remove them . My next course of action is to file a small claims against these fraudsters in the State of Georgia if I can't get anywhere with BBB.

  Business Response

  Date: 09/16/2024

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and frustration you’ve experienced regarding the refund process. Your concerns are important to us, and we want to ensure that we address them clearly.
  
  We understand that you cancelled your warranty back in March 2024 and have been waiting for your refund. Please know that we have mailed your refund check multiple times, most recently on August 30th, 2024, after verifying the details with our team. We apologize for the delays and any issues that may have occurred with the postal service, and we understand how frustrating this must be for you.
  
  To resolve this situation promptly, we encourage you to reach out directly to our customer service team so we can investigate any potential mailing issues or errors and take further steps to ensure your refund reaches you. Our team will be happy to transfer you to an administrative representative for additional support.
  
  We regret that this has been a challenging process, and we are committed to making things right. Please contact us at 302-469-7573 , and we will prioritize your request to ensure that your refund is handled as quickly as possible.
  
  Thank you for your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 09/16/2024

   
  
  Complaint: 22282373
  
  
  
  I am rejecting this response because this business is lying.  They did not mail me a check three times.  It's 2024 and its literally impossible for three different mailed letters to be sent and not arrive at my house.  I live in the suburbs of the second largest county in Southern California.  I have never, in my 10.5 years of living at my residence, had a single piece of mail that was addressed to me go undelivered, get lost, or get returned to sender. 

  I have called this business 15+ times.  Every time the check is "lost" it take three to four calls to get them to "issue" another check. I've asked on all three occasions for them to please send my check via a carrier that provides tracking and a guaranteed delivery (UPS, FedEx, or even USPS Priority Mail).  Each time they've refused and said a) they only send checks via usps mail and b) only send checks on the last Friday of the month.

  As the saying goes: fool me once, shame on you, fool me twice shame on me.  I've been fooled three times now and will not stand for this.  I don't need to make a phone call. I need them to put a check in a FedEx/UPS/USPS Priority Mail Envelop and send me my money.

  
  
  
  Sincerely,
  
  
  
  Edwin Khanbeigi

  Business Response

  Date: 09/23/2024

  Thank you for your response. We deeply regret the frustration you have experienced during this process. We understand how important this refund is to you, and we want to assure you that we are committed to resolving this matter as quickly as possible.
  
  We would like to clarify that due to our internal policies, we are only able to send checks via USPS. However, to ensure we resolve this issue, we are happy to take the following steps:
  
  We will verify the details of the address we have on file for you to ensure it’s correct.
  We will reissue the check and confirm the exact date it is mailed.
  We can provide confirmation once the check is sent so you can anticipate its arrival.
  We understand this situation is frustrating, and we appreciate your patience as we work to get this resolved. Please reach out to us at 302-469-7573
  
  Thank you for giving us the opportunity to correct this issue. We sincerely apologize for the inconvenience and are committed to resolving it as quickly as possible.

  Customer Answer

  Date: 09/24/2024

   
  
  Complaint: 22282373
  
  
  
  I am rejecting this response because:

  I have already confirmed my mailing address.  If you guys want to "send" another check to me for the "fourth" time, please do so.  I know you guys only send checks on the last Friday of the month, which happens to be this Friday, September 27th.  I want this BBB communication to remain open and for the BBB to see all communication until I have my check in my hands.  I am not going to call you guys, I am not going to communicate with you guys in any other way outside of this BBB portal

  Send the check.  Confirm the  check number.  Confirm the mailing date of this check.  Do it all here in this portal.

  To confirm, for the fourth time, my address is:

  Edwin Khanbeigi

  18612 Mesa Drive

  Villa Park, CA 92861

   

  Thank you.

  Sincerely,
  
  
  
  Edwin Khanbeigi

  Business Response

  Date: 09/30/2024

  This complain is closed. Outcome was provided to the customer Friday 9/27/24

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22282373
  
  
  
  I am rejecting this response because the outcome is not closed.  I spoke with Marcus Miller on Friday who said the check "should" go out that day (9/27).  I do not have a check number or confirmation that the check was actually mailed.  I will not accept a "should" or a "could" for resolution to my complaint, and will not close the complaint until and unless I receive the check that I am entitled to.  After three attempts, I believe I should be afforded some grace here while waiting for a fourth check to go out.
  
  
  
  Sincerely,
  
  
  
  Edwin Khanbeigi

  Business Response

  Date: 10/14/2024

  Please reach out to the number provided for more information regarding this case. 

   

  Thank you, 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22282373
  
  
  
  I am rejecting this response because: I contacted your office yesterday and left a message for Marcus Miller at 3:14pm ET.  I have been waiting for the 4th resend of my payment since September 26th.  If the check went out on September 27th as I was told it would, it has been 14 mail service days (Monday through Saturday, excluding Columbus Day yesterday).  I don't see how a check could take this long to arrive by USPS.

  I need to know what date the check was mailed, and the check number.  

  
  
  
  Sincerely,
  
  
  
  Edwin Khanbeigi

• Initial Complaint

  Date:09/05/2024

  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 bought a car warranty for my used car and they would not honor the car warranty after 30 days. The ****** dealership found that the transmission needed to be replaced and ACE did not honor the warrranty, saying that it was a pre-existing condition. Now I don't have a safe car to drive and the $6k that I paid for it, I cannot return it to the dealership where I bought it. I want ACE to pay for the repairs because I only found out about the transmission when I took it to Mossy ****** the second time.

  Business Response

  Date: 09/16/2024

  Thank you for your feedback. We apologize for any frustration or confusion regarding your recent experience with our service. We value all of our customers and strive to provide excellent support, so we are sorry to hear that your expectations were not met.
  
  Upon reviewing your claim, we noticed that your policy with Ace Auto Protect had a start date of August 28, 2024, and started at a mileage of *******. Our policy includes a 1,000-mile waiting period to ensure full coverage for repairs. However, when you brought your car in on August 28, 2024, the mileage was recorded at *******, which unfortunately was below the required threshold for coverage.
  
  We understand this situation can be frustrating, and we are here to assist with any further questions or concerns you may have regarding the cancellation process or your coverage. Please dont hesitate to reach out directly, and wed be happy to help clarify any details. I can also try request a full refund of $175.00
  
  Again, we apologize for any inconvenience and appreciate your understanding.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22247468
  
  I am rejecting this response because:  It is 1000 miles OR 30 days, and I met the latter.  You need to honor the repairs and refund my money.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/16/2024

  Thank you for your response. We understand your frustration, and we would like to clarify the terms of your coverage to avoid any confusion.
  
  While our policy does indeed have a 30-day waiting period, it also requires a minimum of ***** miles to be driven during that time. Unfortunately, based on the records we have, your vehicle's mileage was ******* at the time of your claim, while the policy began at *******. As a result, your vehicle was still under the required mileage threshold for coverage when the repair was requested.
  
  We understand this may be disappointing, but we are obligated to follow the terms of the contract to ensure fairness to all of our customers. 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22247468
  
  I am rejecting this response because: most all extended warranty companies give 1000 miles or 30 days.  Theres typically a waiting period for an extended warranty to take effect. The most common waiting period is 30 days or 1,000 miles.  I waited the 30 days.  You are trying to avoid paying my repair.  I do not agree with your response and since I waited over 30 days, you need to repair the car and refund my $170.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/17/2024

  I was threatened by a *** from ACE Auto Warranty yesterday that if I did not remove my negative review, they would seek legal action against me, so I removed it from Trust Pilot.  They also want me to remove the negative review from BBB.  They only refunded $75 of the $175 they promised to refund me.  Also, they said that the terms of the contract were 1000 miles AND 30 days, which is different from other warranty companies.  I am very disappointed with these terms and since they said I don't meet the terms and don't qualify for ***airs, there is nothing I can do but to junk the car.  I suggest that they stop threatening people with opinions about their company with legal action because that is extortion.  They are behaving like a mafia organization not a business.  But since it was my oversight and the *** that sold me the policy, I suggest they train their ***s better when selling their product. Unfortunately, I no longer have access to my account since they closed it.  In any case, I would like the $100 back they promised and to close this complaint.  But in the future, they need to stop threatening people with an opinion with legal action.  It is already stressful since they did not fix my car and now I have to get rid of it.

• Initial Complaint

  Date:05/01/2024

  Type:Delivery 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.

  Date of my transaction was on 11/20/2023 The amount of money paid was $1,490 The business was committed to provide me with extended warranty service for car repairs.The nature of the complaint is denial of coverage after filling a claim The business has not attempted to resolve problem

  Business Response

  Date: 05/02/2024

  Upon reviewing your case, we understand that your claim for repair of the damaged wiring harness, broken pigtail connector, transmission speed sensor, damaged pin in the *** module harness connector, and oil change service was denied. We want to clarify that these items are not covered under the terms and conditions of your warranty policy.
  
  Our warranty coverage is designed to protect against specific mechanical failures and malfunctions, and it is subject to certain limitations and exclusions. Unfortunately, the items you mentioned fall under the category of exclusions, as they are not included in the list of components covered by your warranty.
  
  Additionally, it's important to note that pre-existing conditions and trailer wire harness repairs are also excluded from coverage under your warranty policy. We regret any confusion or misunderstanding regarding the coverage limitations outlined in your policy.
  
  We understand that this may be disappointing news, but we want to assure you that our decision is based on the terms and conditions agreed upon at the time of purchasing your warranty. Our goal is to provide transparent and accurate information to our customers about what is and isn't covered under their warranty policy.
  
  If you have any further questions or concerns about your warranty coverage or need assistance with any other aspect of your policy, please don't hesitate to contact us directly. We're here to help and ensure that you have a clear understanding of your coverage.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  
  Sincerely,
  Customer Service Representative
  **********************

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21653609
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  Upon reevaluating your case, we recognize that your recent claim for repair, including the damaged wiring harness, broken pigtail connector, transmission speed sensor, damaged pin in the *** module harness connector, and oil change service, was denied. We want to emphasize that these items fall outside the coverage scope outlined in your warranty policy.
  
  Our warranty coverage is specifically designed to address mechanical failures and malfunctions, adhering to certain limitations and exclusions. Unfortunately, the components you've mentioned are excluded from coverage as they do not align with the covered items detailed in your policy.
  
  Furthermore, it's essential to acknowledge that pre-existing conditions and trailer wire harness repairs are also exempt from coverage under your warranty policy. We regret any confusion or miscommunication regarding the extent of coverage outlined in your policy agreement.
  
  While we understand that this news may be disappointing, please rest assured that our decision is rooted in the terms and conditions agreed upon at the time of your warranty purchase. Our primary objective is to offer transparent and accurate information to our valued customers regarding the coverage parameters of their warranty policy.
  
  If you have any additional inquiries or require further clarification regarding your warranty coverage or any other aspect of your policy, please don't hesitate to reach out to us directly. We are committed to assisting you and ensuring that you have a comprehensive understanding of your coverage.
  
  Thank you for bringing this matter to our attention, and we sincerely appreciate your understanding and cooperation. Additionally, we'd like to note that a chargeback was initiated on your initial plan with us. However, we're pleased to acknowledge that you contacted us two months later to establish a new plan and subsequently filed a pre-existing claim.
  
  Sincerely, 

   Ace Auto Protect

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21653609
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/01/2024

  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 warranty for my GMC truck, with very low miles. 6 months later I needed some work on the transmission, they denied my claim stating the error codes showed it happened before the purchase of the warranty. I went back to the dealership and they showed me the transcripts showing that was false. Never a transmission error code listed. I asked for my refund and ** still getting the run around. It has been almost a year and they give me an excuse after excuse leave me on hold for hours and are rude when I call. Refuse to give me manager number.

  Business Response

  Date: 05/02/2024

  Upon reviewing your case, we have determined that your claim was denied due to the 1000-mile waiting period not being met at the time the claim was filed. According to the terms and conditions of your warranty policy, there is a waiting period requirement before certain types of repairs can be covered under your warranty.
  
  We regret any inconvenience this may have caused, but it's important to adhere to the waiting period stipulated in your policy to ensure that all coverage requirements are met. We want to ensure that you receive the full benefits of your warranty coverage and that any necessary repairs are carried out in accordance with the terms of your policy.
  
  If you have any further questions or concerns about your warranty coverage or need assistance with any other aspect of your policy, please don't hesitate to contact us directly. We're here to help and ensure that you have a clear understanding of your coverage.
  
  Thank you for your understanding and cooperation in this matter.
  
  Sincerely,
  
  Customer Service Representative
  **********************

• Initial Complaint

  Date:04/17/2024

  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.

  3/30/2024. Called to discuss the policy terms purchased on 6/18/2023. I wanted to verify that the policy was current so that the dealership would not give me the run around. The company telephone number does not work. I have dialed the only 800 listed and it just hangs up. I have called the local Delware number and no luck there either. I did reach a ******* but she said she was only a call center and needed to have the company customer service contact me. When I asked for their number she said contact is only made via email. She said that she would have them call me. I am so upset because I need to have a repair done to my vehicle and I fear that this company is not legit. They only deal via email. What type of company does that. Please help. I spent $2,500 for a 5 year policy that seems like a waste.

  Business Response

  Date: 04/18/2024

  Thank you for bringing this matter to our attention, and we apologize for any inconvenience you may have experienced in attempting to contact us.
  
  Upon reviewing our records, we have not found any recent calls or emails from you regarding your policy purchased on 6/18/2023. We sincerely apologize if you encountered difficulties in reaching us, but we want to assure you that our customer service team is available to assist you.
  
  It's possible that there may have been a misunderstanding or confusion with the phone numbers you attempted to dial. We recommend double-checking the contact information provided to ensure accuracy. Additionally, we understand your frustration with only being able to communicate via email, and we appreciate your patience as we work to improve our customer service experience.
  
  We want to assure you that Ace Auto Protect is a legitimate company, and we are committed to providing reliable warranty coverage and excellent customer service to all of our customers. If you have any concerns about the validity of your policy or need assistance with a repair for your vehicle, please do not hesitate to contact us directly.
  
  We also want to clarify that our records indicate a call from you on 6/19 regarding temporary license plates and sending in an odometer photo. If there are any outstanding issues or concerns related to this call, please let us know, and we will be happy to assist you further.
  
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your understanding. Your satisfaction is important to us, and we are here to help resolve any issues you may have.
  
  Thank you for your patience and for choosing Ace Auto Protect.

• Initial Complaint

  Date:02/10/2024

  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.

  In July of 2023 I purchased a warranty for my 04 Harley ******** motorcycle. In the phone conversations and in my warranty most all engine parts are covered in my warranty that I purchased for approximately $1000. I had the warranty for approximately 4 months and I developed a knock in the engine. In that 4 months I had put approximately ***** miles on the motorcycle from the time I purchased the warranty! I took my motorcycle in to a Harley ******** dealership service department and they contacted the warranty company and they advised the service department to tear the motor down and send pictures and what parts needed to be fixed. Ace Auto Protect refuses to honor the warranty, that clearly states in the first paragraph what it will cover. I have attempted to contact them several times through phone calls and emails and they will not help me at all! I really need help with this issue and I am sure I am not the only person they are doing this too!

  Business Response

  Date: 04/18/2024

  Upon reviewing your case, it appears that your warranty claim was denied based on specific exclusions outlined in the terms and conditions of your warranty agreement. We understand that this may be disappointing, but it's important to clarify that our coverage is subject to certain limitations and exclusions, as detailed in the contract you agreed to upon purchasing the warranty.
  
  The denial of your claim was based on the determination that the engine damages were caused by a loss of lubricant, which falls under the exclusions outlined in your warranty agreement. Additionally, the technician noted oil leaks, including an inner primary oil leak, which further contributed to the denial of your claim.
  
  We understand that you may have concerns regarding the coverage limitations and exclusions outlined in your warranty agreement, particularly with regard to specific components such as clutch components, shock absorbers, cables, brakes, etc. It's important to note that our coverage is designed to protect against certain mechanical failures, but it may not cover all components or types of damage.
  
  We apologize if there has been any confusion or miscommunication regarding your warranty coverage. Our goal is to provide transparent and accurate information to our customers, and we regret any dissatisfaction you may have experienced.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you and address any issues you may have to the best of our ability.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  
  Sincerely 
  Ace Warranty

• Initial Complaint

  Date:02/07/2024

  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.

  They took my money and made me wait like I was supposed to and then lied and said something about ****** had my car for a rental use my car for a rental I do agree that my car was a total lost . My thing is that they're lying about my car was on a rental for some particular reason I've never got monetary game for renting out my car for no reason so if the ****************** that sold me the car had their car done like that before I sold it to them I need to get with those people but these people need to return my money they're using contracts to take people money from them and sham people out of their money and I'm almost for certain that 3 years a class action suit against them. I just want them to finish the job or return me my money That's very elementary they just taking people's money across America not just me they're doing it to everybody and you might need to look at this here warranty company very close because I have a car warranty with car shield and they've never said nothing about my car was involved with a rental agreement on any hand so this is how I know they're lying and I would appreciate if you can help me

  Business Response

  Date: 04/11/2024

  Upon reviewing your case, it is clear that you signed up for a warranty plan with a $70 down payment towards your plan, with a start date of 12/16/2023 and a 1000-mile waiting period. Approximately 30 days later, a claim was made for suspension failure, AC door actuator failure, and washer pump failure, with the vehicle mileage recorded at ******* and a start mileage of 135,553.
  
  During the processing of your claim, it came to our attention through a Carfax report that the vehicle had a history as a rental car and had been involved in a total loss incident on 02/02/2020 at ******* miles. ** per our policy, we do not provide coverage for vehicles with a history of being rental cars or those that have been deemed total losses in the past.
  
  Furthermore, we understand that you attempted to obtain repairs for your vehicle on 01/02/2024 without contacting us and declined all repairs through the dealer. Subsequently, on 1/16/2024, you revisited the dealer to pursue repairs and informed them of your warranty coverage. However, due to the vehicle's rental history and the mileage period not being met, the dealer denied the claim. At this point, we informed you that we cannot provide coverage for rental cars or vehicles with a history of total loss incidents, and an email was sent to you confirming the cancellation of your warranty.
  
  We understand that this situation has been frustrating for you. However, we cannot offer coverage for repairs that fall outside the scope of our policy. It is important to note that our warranty coverage is based on specific eligibility criteria outlined in our policy, and unfortunately, your vehicle did not meet these criteria.
  
  Regarding your request to remove negative reviews in exchange for payment of the repair costs, we want to reiterate that our policy is not influenced by external factors such as reviews or feedback. We strive to provide fair and consistent service to all our customers, and decisions regarding warranty coverage are based solely on the terms outlined in our policy.
  
  We hope this clarification addresses your concerns. If you have any further questions or require additional assistance, please do not hesitate to contact us directly. We remain committed to providing excellent service to all our customers.
  
  Thank you, 
  Ace Auto Protect

• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had requested to terminate my contract before the contract ever started (**** ********************* period was not met). This was back in SEPTEMBER 2023. I submitted the form needed and notarized it as requested. After a few weeks I called and they said they never received my letter so I had to do another one. This time they got it. When it came time to get my refund check, the first time they had some random address on file for me. The second time the check never arrived. And before they sent the 3rd one out, I told them I want a tracking number. Friday was the date I was told they will send it out and call me to confirm. Like every single other time tho, I had to reach out to them today (Monday) and I was told they tried to refund my card but since its been so long (no kidding), it wouldnt work so they will send a check out in 2 week. This company continues to prolong my refund and legal action will be taken against them. This is literally theft.

  Business Response

  Date: 01/31/2024

  Hello,
  
  We apologize for any inconvenience you've experienced. However, it appears there has been a misunderstanding. Auto Protect *** is not the company you have a contract with, and therefore, we do not have any record of your information in our system.
  
  It seems there may have been confusion or miscommunication regarding your contract termination and refund process with the relevant company. We recommend reaching out directly to them to address your concerns and seek resolution for the issues you've encountered. Based on the information provided, it appears that ACE Auto Protect is the company you are trying to reach. You can find more information on their website: aceautoprotect.com.
  
  We wish you a swift resolution to your matter.
  
  Best regards.

  Business Response

  Date: 04/11/2024

  Upon reviewing your case, it is clear that you purchased a warranty plan from Ace Auto Protect on 06/08/2023, with a start date of 07/08/2023 and a 1000-mile waiting period. We understand that you experienced a blown engine and made a claim on 8/15/2023, with only 700 miles driven since the purchase of the warranty.
  
  Additionally, your acknowledgment that you were aware of issues with the vehicle and did not disclose this information at the time of purchasing the warranty is significant. Our warranty coverage is intended to protect against unforeseen mechanical failures, and accurate information about the condition of the vehicle is crucial for proper coverage.
  
  We acknowledge your intention to pursue legal action against the dealer regarding the perceived issues with the vehicle. However, it's important to note that our warranty coverage operates independently of any disputes between you and the dealer regarding the condition or quality of the vehicle.
  
  Regarding your request for cancellation, we received your notarized letter on 10/10/23, in accordance with our cancellation policy. As per our agreement, all refunds are processed within 60 business days of receiving the notarized letter. We informed you on 12/01/2023 that a check (#****) was mailed to you. Unfortunately, the check was returned to our location on 1/31/2023.
  
  Upon learning of the returned check, we promptly reissued a new check with the correct mailing information. However, when you informed us that you did not receive the check, we took immediate action to refund the amount back to your card on file.
  
  We understand that there may have been confusion regarding the timing of the refund and the 30-day policy for full refunds. While our policy is indeed in effect, we acknowledge that the situation with your vehicle was unique, with the miles not being driven due to the mechanical issue.
  
  As a gesture of goodwill and to ensure customer satisfaction, we proceeded to refund you in full. We always advise our customers to inform us of any issues prior to signing up for our services to ensure a smooth and transparent process.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to contact us directly. We remain committed to providing excellent service to all our customers.
  
  Sincerely, 
   Ace Auto Protect

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  Canceled my extended auto warranty and was not refunded like I was promised.