Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to the ****** dealership in ********** in June. I was told that I needed a transmission. Member Care Driver Protection would only cover $5000 leaving me to pay the rest. My contract states that I have a zero deductible thats why I purchased it. I feel like I have been scammed out of my money. I looked at the reviews and others have the same complaint.

  

  Business Response

  Date: 07/07/2025

  To whom it may concern:

  Thank you for forwarding Ms. ***** comments to us.  We will contact Ms. ***** directly to address her concerns.

  *** ****

  Member Care

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23564601
  
  I am rejecting this response because:I had my car towed to the ****** dealership in ********** in June. They said that I needed a transmission. Member Care Driver Protection has a zero deductible but they are wanting me to pay the remaining balance. I think they scammed me out of my money because I would have never purchased the warranty if it had a deductible. There are other complaints about them and its the same complaint that I have. They have only been in business for 6 years.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/08/2025

  To whom it may concern:

  After further review of Ms. ***** claim, MemberCare has increased the authorized amount for repairs on Ms. ***** vehicle, based on the estimate we received from the repair facility.

  Ms. ***** can contact the Membercare ********************* if she has any questions.

  Thank you,

  *** ****

  MemberCare

   

   

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am writing to formally submit a complaint regarding their handling of my automotive repair insurance claim.I initiated a claim due to excessive oil consumption and potential piston ring damage, as identified by the ************* writer and technician. In response to the insurance company's requests, all necessary documentation was provided, including ****** official service bulletin on this well-documented issue.After several weeks of communication, the insurance company approved and instructed the technician to tear down the engine so that an inspector could verify the issue and document findings. The technician proceeded with this costly process, investing hours of labor to complete the engine tear-down. However, once the inspection was completed, the insurance company abruptly denied the claim without providing any reason for the denial.Furthermore, neither I nor the service writer have been contacted by the insurance company regarding this decision, despite our repeated attempts to follow up. This complete lack of communication and transparency has placed an undue financial burden on me, as I am now responsible for a repair bill totaling approximately $6,000despite their previous authorization to move forward with the engine disassembly.Adding to the frustration, if the insurance company knew the repair would not be covered, why did they instruct and approve an engine tear-down? Their misleading directive wasted significant time for the technician, who lost valuable work hours due to the vehicle being in pieces and occupying limited shop space, preventing other repairs from being completed.Their failure to provide a reason for the denial, disregard for ****** technical assessments, contradictory approval of the tear-down, and refusal to communicate raise serious concerns about misleading business practices and failure to uphold customer agreements.

  

  Business Response

  Date: 05/29/2025

  To whom it may concern:

  Thank you for forwarding the customers comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  Member Care

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23387672
  
  I am rejecting this response because nobody from the company has reached out to me. 
  
  Sincerely,
  
  **** *****-*******

  

  Business Response

  Date: 06/05/2025

  To whom it may concern:

  Thank you for forwarding the customers comments to us.  We will contact the customer directly to address their concerns.

  The customer will be contacted shortly to review her concerns.

  *** ****

  
  Member Care

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this as they say a mechanical breakdown insurance policy not a warranty, back on September 29th,2023, when i purchased the vehicle. I took my vehicle into Trust ****** for a recall, and during the recall i asked them to look into where I am leaking oil from. They told me multiple locations and recommended a full engine reseal. I dropped my vehicle off on October 28th,2024, and handed them my membership card for member care and told the dealership to contact them and get the ball rolling. It was a constant back and forth. Member care wanted me to approve for the dealership to remove my motor. The dealership said they found stuff like a crack on my turbo and bits and pieces. I wasn't to worried because it would be covered. The dealership said it was leaking from my oil pump gasket(the gasket only not the oil pump, oil pump was working fine.)and getting oil all over my timing belt. Fast forward to December, and they finally sent an inspector out. He took one look at my motor and wrote something down and left. Come to find out he denied my claim because it had a aftermarket oil pump which i was not aware of because that is how i purchased my vehicle. And if my oil pump was the failure my motor would have blown on the drive back home. And because of that denial i was left with the bill of almost ******.

  

  Business Response

  Date: 04/02/2025

  TO whom it may concern:

  Mr. ********** claim has been denied for modifications not allowed by his policy.

  This has been communicated to Mr. ******** and his representation.

  Thank you,

  *** ****

  Membercare

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23149141
  
  I am rejecting this response because: They approved my policy for my car as is. There is nothing in my policy stating for parts previously installed before purchase of vehicle or policy. When it's a gasket that failed not what they are claiming has failed. Gaskets tend to fail and is not caused by the part they are denying. And during my ownership it was never low on fluids. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/03/2025

  TO whom it may concern:
  

  Mr. ********** claim has been denied for modifications not allowed by his policy.
  

  This has been communicated to Mr. ******** and his representation.
  

  Thank you,
  

  *** ****
  

  Membercare

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23149141
  
  I am rejecting this response because: They approved the policy for the vehicle as is. And that i don't know how many times I have to say it, it was a gasket that failed and has nothing to do with what they are denying me for. And what they are denying me for meets and exceeds oem specs which is what it says in their own policy. Any of the modifications that they are stating was not done by me and doesn't say anything in their policy about previously installed before policy went into effect. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/08/2025

  TO whom it may concern:
  
  Mr. ********** claim has been denied for modifications not allowed by his policy.
  
  This has been communicated to Mr. ******** and his representation.
  
  Thank you,
  
  *** ****
  
  Membercare

• Initial Complaint

  Date:03/21/2025

  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.

  Member care is refusing to pay for the repairs on my ******* accent 2020 even after ******** dealership provided them with pictures and verbal confirmation of the problem (front sway bar link control)

  

  Business Response

  Date: 03/21/2025

  Hello, 

   

    We have received the customer complaint and will reach out to them directly within ***** business hours.  Thank you. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23096990
  
  I am rejecting this response because: ******* from Glendora provided photos and verbal and written confirmation that these 2 issues require attention and from my understanding it is not safe to drive the vehicle like this. It can caused problems such as turning the vehicle does the Membercare want to take responsibility if this causes an accident.  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/21/2025

  Good afternoon, 

   

    In response to the complaint and the re-evaluation of the claim we have authorized $713.67 towards the repairs requested by the shop and confirmed by an independent mechanical inspector. While we understand this may not be the outcome the customer was expecting the repairs are bound by the terms and conditionas of the contract and the other items requested by the shop did not have any confirmed failure and therefore are not eligible for coverage.  We have provided the same information to the shop and our notes indicate they understood. 

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23096990
  
  I am rejecting this response because:

  
  The repairs are needed regardless and should be covered under the warranty. Glendora ******* provided Membercare with pictures and verbal and written diagnosis for this repair. How can an inspector supersede and auto mechanic? If they dont approve the repairs then I will have no choice then to cancel my warranty and get rid of the vehicle. Go with someone that is going to honor the warranty. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the mechanical warranty claim I filed in February 2025 for my vehicle. My car was assessed by ***** H ******, the mechanic I worked with, and they determined that my vehicle required a new engine. After contacting member care a representative from Member Care sent a mechanic to verify the issue, and it was confirmed that my car indeed needed a new engine. My warranty covers such a replacement, and it was agreed upon that an engine would be sent.However, when the engine was delivered, it turned out to be faulty and could not be installed by the mechanic. This has caused significant delays in the repair process, and I have been without a functioning vehicle ever since. During this time, I requested a rental car to be covered, as I have no other means of transportation. Member Care approved a rental car for 5 days, but due to the faulty engine sent by their adjustor, the repair process has been pushed ********, I am being told that Member Care will not extend my rental car coverage, even though the issue has been caused by the faulty part sent by there chosen adjustor. I believe this is unfair and unjust, as I should not be penalized for an issue that was beyond my control and caused by a party that Member Care chose to work with. As the customer, I paid for a warranty to cover such mechanical issues, and it is their responsibility to ensure that the repair process is completed in a timely manner, including providing transportation during this time.I am requesting that they extend my rental car coverage for the duration of the delay caused by the faulty engine, as I have been without a vehicle due to no fault of my own.

  

  Business Response

  Date: 03/06/2025

  The customer claim is currently under review, we will reach out to the customer within ***** business hours.  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23030827
  
  I am rejecting this response because:I am writing to follow up on the unresolved issue with my vehicle and warranty claim. I initially contacted Member Care regarding this matter on 03/04, and since then, I have made multiple attempts to resolve the issue. Ive had to call Member Care four times to even receive a callback from a manager, only to be met with the same response each timethat they are "waiting for a response back from their adjustor it will take 24/48 hours"
  It is incredibly frustrating that Member Care is unable to efficiently communicate with the adjustor they have chosen to work with, and as a result, I am being left in limbo. If there are issues between Member Care and the adjustor, I, as the customer, should not be the one to suffer. The delay has had a significant impact on my daily life and my mental health, as I am forced to step away from work repeatedly to follow up on this issue with no clear resolution in sight.
  I paid for this warranty, and I expect to be treated fairly as a paying customer. However, despite my numerous attempts to resolve this, I have yet to receive compensation for the inconvenience or even a reasonable response. My car rental is due to be returned on 02/08, and with no resolution in sight, I am left in a stressful and untenable situation.
  I am not asking for anything above and beyond, but I am asking that you take responsibility for the inconvenience and distress caused by your companys failure to handle this issue in a timely and efficient manner. I deserve better than being passed around with no real progress made.
  Please, I urge you to respond promptly with a resolution to extend my rental and address the faulty engine issue. I expect this matter to be treated with the urgency it requires, and I look forward to a swift and fair resolution.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/07/2025

  The initial customer complaint was responded too outside normal business hours, it has been forwarded to our escalations team for prompt review and response.  The customer will receive a response during normal business hours Friday March 7, 2025.  We apologize for any inconvenience this has caused the contract holder and look forward to speaking with them.   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23030827
  
  I am rejecting this response because:

  I am writing to express my deep frustration and disappointment regarding the ongoing issues Ive been experiencing with both your company and **************. Despite being patient and providing ample time for both parties to communicate, I have yet to receive a satisfactory response or resolution. It has now been five weeks without my vehicle, and this lack of progress is affecting me severely as a paying customer.
  The answers provided by *** Auto Parts and your companys member care team have been inconsistent, which has only added to my frustration. I request that both parties work together to resolve this matter promptly. My primary concern is the rental extension, which remains unaddressed, and I do not feel that there has been an appropriate sense of urgency or accountability on either side.
  As a paying customer who has purchased a warranty, I believe it is only fair that my concerns are taken seriously and that this matter is resolved to my satisfaction. All I am asking is for both companies to communicate effectively, take responsibility for the situation, and make this right.
  Please provide an immediate update on the status of my claim and rental extension. I expect a clear, prompt response from both parties to address this issue and restore the service I am entitled to.
  Thank you for your attention to this matter. I look forward to your swift resolution.
  Sincerely,

  
  ******* *******

  

  Business Response

  Date: 03/12/2025

  To whom it may concern:

  The part in question has been shipped(3/11/25) to the repair facility.

  The customer can submit her rental invoice to ********************** for reimbursement once her vehicle is repaired.

  Once received, we will review the rental invoice and work with the supplier on getting the rental charges reimbursed.

  Thank you,

  *** ****

  Member Care

• Initial Complaint

  Date:02/10/2025

  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.

  4/11/2022, Auto Approve salesperson solicited a Membercare Warranty on my vehicle for an additional $50.00 per month, totaling $3,914. This salesperson never explained anything regarding the warranty and how it works.- On the day before Thanksgiving, Wed, Nov 27, 2024, my car broke down. Park ******** said it needed an alternator and said it should not be driven because it was unsafe.- Membercare could not be contacted and had long call volume - Park Auto did not know if they could fix my car as it was the day before the holiday - Park Auto was short staffed the day before the holiday - Park Auto was closing early the day before the holiday - I needed my car to visit family the day before the holiday - Park Auto was able to fix my car After getting my car fixed, I contacted Membercare and they said the service I had, replacing the alternator, was part of the warranty. They had me send the alternator invoice to Membercare department via email. They said it would take up to two weeks to hear from them.Over a month and I still did not receive a reply from Membercare. I called Auto Approve and asked the salesperson to please contact them to find out about my reimbursement. Finally, I received an email stating the warranty company was looking into it. Finally, after about 6 weeks, Membercare disqualified my reimbursement because they said I did not get approval before getting my car fixed on the day before Thanksgiving. I looked at the entire 60 ***************** / Membercare application and found it very difficult to see where they point out that services must be approved first. Not to mention, this was the day before Thanksgiving! I want Membercare to reimburse/refund me for the repair work on the alternator, $985.04.

  

  Business Response

  Date: 02/11/2025

  Good morning, 

   I have forwarded this to our escalations department for additional review and they will be reaching out to the contract holder directly.  Thank you.  

  Customer Answer

  Date: 02/11/2025

  Hi!

  I prefer Membercare reach a resolution and respond to me here, at the BBB.

  Thank you,

  ********

  

  Business Response

  Date: 02/11/2025

  To whom it may concern:

  This claim was authorized today and the customer will be reimbursed.

  *** ****

  Membercare

  Customer Answer

  Date: 02/14/2025

   
  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. Membercare told me on a phone communication that they will reimburse me for the cost of repairing the alternator minus the $100 deductible.

   

  Thank you!
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:12/13/2024

  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.

  Membercare has failed to hold up a contractual agreement with me regarding my vehicle. I Have filed complaints with Washington State Attorney General, Washington State Insurance Commissioner, and others will follow.

  

  Business Response

  Date: 12/16/2024

  Thank you for this information, we will be contacting the customer directly. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22684357
  
  I am rejecting this response because: Membercare failed to reach out to me directly.  I received no phone call or email from Membercare. 

  Again this shows gross negligence business practices and should be looked into for other people like myself who are being treated like this for a legal binding agreement.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/17/2025

  To whom it may concern,

  The repair facility that is working on Mr. ********* vehicle is requesting to replace the Engine in the vehicle.

  Member Care scheduled an inspection of the vehicle by a 3rd ************************ and the inspector verified a failure to the cylinder head gaskets only - the repair facility did not demonstrate a failure to the engine that would cause it to need to be replaced.

  Member Care has requested an estimate for the cylinder head gaskets from the repair facility so that we may authorize that repair - as the cylinder head gaskets are the only parts that were verified failed.

  If a failure to the engine that would cause it to need to be replaced was demonstrated to the inspector, Member Care would have liability for replacing it.

  Thank you,

  *** ****

  Member Care

   

  Customer Answer

  Date: 01/24/2025

   
  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:11/26/2024

  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.

  I purchased an extended service contract from this company for help alleviate any burden that could be placed by a mechanical breakdown. I went through the normal process to authorize work and had the licensed repair facility reach out to initiate. The administrator came to inspect the vehicle and denied claim without any additional information. *** attempted to contact the company to receive further information and escalate the case as I feel that their decision was based on inaccurate details. All the while my vehicle has been sitting at the dealership dismantled for over 6 weeks.

  

  Business Response

  Date: 12/16/2024

  Thank you for this information, we will be contacting the customer directly. 

• Initial Complaint

  Date:11/02/2024

  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.

  I had an issue with the brakes on my truck. I took the truck to my local **** dealer. The **** dealership came back with the issue being my brake master cylinder. The brake master cylinder is clearly stated as a covered item on my plan. Member care denied my claim because a part within my brake master cylinder had failed. The part is integrated into the brake master cylinder making it one whole assembly. I spoke with my ************ writer who had no answers for why it wouldn't be covered. This coverage is pointless and a waste of money. I am canceling my plan and finding a new company.

  

  Business Response

  Date: 12/16/2024

  Thank you for this information, we will be contacting the customer directly. 

• Initial Complaint

  Date:03/24/2024

  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.

  On Monday, March 18th, we took our vehicle to the dealer due to the *** and present symptoms. On the 19th the dealer contacted us to tell us that the extended warranty claim was denied due to the policy being canceled. We called *********** and they confirmed that we had only cancelled the policy to a different vehicle and do not see any cancelation request nor payment reimbursement for our *******. We then called again to open a claim and was told that auto approves finding are correct and that a cancelation manager will need to see the case and then contact us to correct it. We have called three times and each time we are told the same thing. It is now March ********************************************************** response to our request of providing us proof of the cancelation letter dated years ago requesting cancelation of my Durangos warranty nor proof of the reimbursement of said policy being canceled. I want the service we purchased to be reinstated and honored as required since we never requested a cancelation of this vehicles policy.

  

  Business Response

  Date: 03/26/2024

  Good afternoon-
  
  Thank you for forwarding this complaint to MemberCare.  MemberCare will contact the contract holder directly to address this matter. 
  
  Thank you,

  Member Claims Department