ComplaintsforRepair Ventures, LLC

• Initial Complaint

  03/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle on February 9, 2024, and immediately called to cancel Policy No. VSCSP.900017951.01.01 that covered my 2017 ***** Ridgeline VIN: *****************. However, I recently received my **** statement and noticed a charge dated 02/14/2024. When I checked my Olive account, I also found a pending charge for 03/14/2024. It appears that there is an error in my account on ********************** and I am being charged for a service that I canceled.

  

  Business response

  03/15/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, Olive sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that **************** purchased a purchased a vehicle service plan ("Policy") from Olive on June 13, 2023 for his 2017 ***** Ridgeline. At the time of purchase, a down payment of $64.96 was collected from ****************.
  
  On February 9, 2024, **************** contacted Olives **************** to cancel his policy. However, when the sales agent attempted to transfer **************** to the **************************** the division that is responsible for processing cancellation requests, the call was disconnected. Therefore,Olives *************************** never received Mr. ******* cancellation request.
  
  In order to resolve this matter, Olive cancelled Mr. ******* policy. Furthermore, a refund of the $64.59 payment collected on February 14,2024 and a pro-rated refund of $7.57 were issued to Mr. ******* credit card on file on March 11, 2024, for a total refund of $72.53.
  
  For any further questions or concerns regarding the cancellation,please contact Olive at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  03/15/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov of 2023 I learned that my warranty lapsed do to none payment on 7/5/2023 so I contacted Olive to explain that my credit card was hacked and fraudulently charged by others & unfortunately I didn't know so I'm willing to do the back 3 payments to reinstate the policy. Olive refused that and I had to purchase a new policy that cost more with a higher deductible . 3 months later my car goes to the dealer and they found it needs some repairs so the *** dealer filed a claim that olive took 11 days to answer back and when they did olive management stated that I gave 62k instead of the 77k it had? the vehicle was at the dealer prior with 72k miles why would I do that when olive already had the correct miles so I questioned olive and they stated I input that online but I took the application on the phone? slick on the management behalf. shame on the one who hired you.

  

  Business response

  02/01/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *****************************, listed in our system as *************************, BBB Case # ********.Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that ***************************** purchased a mechanical breakdown insurance policy ("Policy 1") from Olive on February 4, 2022 for his 2019 *** 4 Series. At the time of purchase, a down payment of $84.74 was collected from ***********************
  
  Please note that two (2) claims were paid for repairs to Mr.********** ******* that were filed on June 22, 2022 (Claim 1) and February 18, 2023 (Claim 2) in the amounts of $1,798.73 and $7,425.40 respectively under Policy 1.
  
  Our records indicate that on July 5, 2023, the auto-debit payment method on file for Policy 1 was declined. On July 7, 2023, an email was sent to Mr. ********** address on file altering him that Olive was unable to collect the payment. Since no further payments were made or collected, Policy 1 was cancelled on July 25, 2023. Accordingly, no further payments will be collected by Olive for Policy 1.
  
  Our records also indicate that on November 10, 2023, ********************** contacted Olive regarding his ******* coverage. During the call, ********************** said that his previous card on file had been compromised and he indicated he wished to reinstate his coverage. Since Policy 1 could not be reinstated, ********************** elected to purchase another policy for his ******* (Policy 2) with a down payment amount of $90.43. During the call, ********************** was asked to provide his mileage in order to generate an accurate quote for the coverage. ********************** stated his mileage was about ****** miles.
  
  Enclosed are copies of Mr. ********** Declaration **************** Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for Policy 2.
  
  It is our understanding from the coverage administrator QBE ************************ **** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that a claim was filed on January 3, **** for repairs to Mr. ********** ******* (Claim 3). While reviewing Claim 3, *** discovered that the current mileage for the ******* was ****** miles. *** QBE, the *******s reported mileage when Claim 1 and Claim 2 were filed was ****** miles and ****** miles respectively. Moreover, QBE has indicated that the Carfax for Mr. ********** ******* indicates that it was at his repair facility on the day he purchased Policy 2, at which time the reported mileage was ****** miles.
  
  *** QBE, the effective mileage of ****** miles as reported by ********************** when purchasing Policy 2 is ***** miles less than the mileage reported by Mr. ********** repair facility as part of Claim 2, which predates Policy 2s effective date. Under the terms of Policy 2, policies are issued in reliance upon the truth of all representations made by [the consumer]. [QBE]will not pay a claim where [the consumer has] made any misrepresentations,omissions, concealment of fact or made incorrect statements that were fraudulent or are material [.] (T&C General Provisions, sec. 14(b), pg. 6.)Accurate effective mileage is a material factor, among others, in determining the premium amounts for policies as well as when coverage will expire.Therefore, QBE denied Claim 3 due to the inaccurate mileage reported by ********************** at the time of Policy 2s purchase. 
  
  Furthermore, under the terms of Policy 2, QBE may cancel a policy if a consumer makes material misrepresentations. (T&C Cancellations,sec. 15, pg. 6.) *** QBE, the effective mileage of ****** miles as reported by ********************** was ****** miles less than the mileage of ****** miles recorded on the *******s Carfax around the time of Policy 2s purchase. QBE has indicated that this is a material misrepresentation, so they have elected to cancel Policy 2. The (3) payments of $90.43 collected for Policy 2 were refunded to Mr. ********** credit card on January 16, 2023 for a full refund of $271.29.
  
  For any further questions or concerns regarding the cancellation or claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended carwarranty through olive.com. Weve had this warranty only approximately four months. we took the vehicle to mechanic shop. Because were having issues with the transmission. we had previously had coverage that was purchased with the vehicle at which time we had the dual clutch replaced. Whats the mechanic shop confirmed it was the transmission we contacted olive.com they sent a warranty inspector out and denied the claim due to the fact that it was only 21 miles after we had the clutch replaced. And in their terms, it was a pre-existing condition with the transmission, and our claim was denied.. So as of 19 December, I canceled service with them as for a refund and I was denied a refund also for the month payment

  

  Business response

  12/27/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that **************** purchased a mechanical breakdown insurance policy ("Policy") from Olive on July 25, 2023 for his 2015 **** Fiesta. At the time of purchase, a down payment of $105.33 was collected from *****************
  
  Enclosed are copies of **************** s Declaration **************** Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  In an attempt to assist ****************, Olive forwarded the contents of your inquiry to the coverage administrator QBE ************************ **** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy. It is our understanding from QBE that, due to the issue with Mr. ******* transmission not being addressed by his repair facility when they replaced his clutch prior to the Policy effective date, his claim for repair was denied on October 6, 2023 as being a pre-existing condition. (See Mr. ******* T&C, Exclusions,section 8(e), pg. 3).
  
  Furthermore, our records indicate that Mr. ******* Policy was cancelled on December 19, 2023 per his request. Accordingly, no further payments have been or will be collected from **************** by Olive.
  
  It had previously been determined that **************** was not eligible for a refund when he elected to cancel his Policy. However, in the interests of customer service and satisfactorily resolving this matter, a refund of the $105.33 was credited to Mr. ******* payment method on file on December 22, 2023.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim # ******** My 2019 ****** started having an issue of shaking as I was driving on November 1st 2023. I took it to ****** Dealership to check along with the maintenance service call. After checking the car, the service department I believe said the problem was the head manifest (not quite sure) and they contacted olive and I paid my $250 deductible and the car was repaired. I took the car out and got to the first traffic light when I noticed the same issue. Took it right back to the dealership service ***** After a few days, ******* at the service department contacted me and said it was the head gaskets and the cost would be around 7K. I waited weeks for Olive to send an inspector and review the new claim. They finally ( 11/28/23) got back to my service tech and told him it was pre-existing sand they would not cover it. They are denying the case because of its costs and nothing else. Everyone involves except Olive company has no reason to believe it was pre-existing . Olive needs to pay the cost of the my repair as they have no proof that this was pre-existing.

  

  Business response

  12/04/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *********************************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that ******************** purchased a mechanical breakdown insurance policy ("Policy") from Olive on October 23, 2023 for his 2019 ****** Tacoma. At the time of purchase, a down payment of $157.27 was collected from *********************
  
  Enclosed are copies of Mr. ********* Declaration Page, Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  It is our understanding from the coverage administrator QBE ***************************** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that on November 1, 2023, a claim was filed for Mr. ********* vehicle (Claim 1). An inspection of the vehicle found that a failure to the vehicles intake manifold flap and electrical failure to tuning valve had occurred. Since it was determined that the failures were immediate, Claim 1 was approved and paid by QBE in the amount of $1,656.18.
  
  On November 15, 2023, Mr. ********* repair facility contacted QBE regarding another claim for Mr. ********* vehicle (Claim #2),stating that the vehicle had been returned with a check engine light on and codes for cylinder misfire. On November 20, 2023, a third-party inspector was sent by QBE to verify the failure. Per QBE, they initially denied Claim 2 due to pre-existing conditions ****************** T&C, Exclusions, section 8(e), pg. 3), of which Mr. ********* repair facility was informed of on November 20, 2023. However, upon review, QBE has decided to approve Claim 2 for the needed repairs to Mr. ********* vehicle.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

  Customer response

  12/04/2023

   
  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,
  
  *********************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 11, I purchased my contract. Their email indicated that I would receive a welcome packet within 24 hours. By August 15th, I reached out to their customer care. I was told that they had experienced an IT issue and they were playing catch-up not to worry my contract was in force. My previous warranty carrier, SilverRock issued policies only at the time of purchase. I purchased AudiCares maintenance contract; for this reason, my car is serviced at the dealer. When I received my contract, it had an incorrect effective date of August 15th and not August 12; I reached out to them again for a correction. Meanwhile, we drove our car to Ventura County for my husbands birthday. We heard a whining noise while idling. Since the car had just been serviced a few months prior and less than **** miles had passed, I thought it might just be a loose belt. Regardless, we took the car to the dealership. Olive dispatched an adjuster and his report came back that my car was used for commercial purposes. No one reached out to me from Olive, it was the service ***** I spoke with Olive and they pointed out that I have a vinyl window decal that listed my business's social media page. I advised them that this car was my personal vehicle. I had another vehicle I used for business and could provide documentation. I further stated that it is within my right to promote my business and a simple vinyl decal is not proof of said commercial usage. The manager, **** also stated that my CarFax report shows the last service was in Apr 2021 and proper maintenance was another reason a claim could be rejected. I responded that my car had always been serviced at the dealership, that I had documentation, and that my car's low miles were also indicative of personal usage. I was told they would continue reviewing my claim. Instead, I received an email canceling my contract and that a refund would not be paid since a claim was filed within 30 days. They never asked for my evidence.

  

  Business response

  09/22/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by **************************************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that ******************************* purchased a mechanical breakdown insurance policy ("Policy") from Olive effective August 11, 2023 for her 2017 Audi Q5. At the time of purchase, a down payment of $194.89 was collected from ********************************
  
  Enclosed are copies of ******************-Dorseys Declaration Page, the Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  It is our understanding from the coverage administrator QBE ************** Services, Inc.("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that ************************* vehicle was marked with decals for *******************, a personal shopper and delivery service per the businesss ******** page. Social media posts with ************************** vehicle were also on the businesss ******** page. As a result, QBE denied ************************** claim due to the vehicle being used for commercial use (See ******************-Dorseys Mechanical Breakdown Insurance Policy Terms & Conditions (T&C)Exclusions, pg. 4, section 8(v)).
  
  QBE has also indicated that ************************** claim was for a failure that is a known Audi issue. Moreover, the policy was purchased four (4) days prior to when the claim was filed. QBE has indicated that the failure was likely a pre-existing condition, which is another reason for denying the claim (See T&C Exclusions, pg. 3, section 8(e)).
  
  It is also our understanding from QBE that there are concerns that the effective mileage for ************************** vehicle was not accurate at the time of purchase. *** the complaint, the vehicle had just been serviced a few months prior and less than **** miles had passed [.] *******, ************************** vehicle had been driven an average of nine hundred and thirty-five (935) miles per month from November 2019 to the time the claim was filed. After the policy was purchased and the reported failure four (4) days later, the vehicle was driven twelve hundred and six (*****) miles. *** QBE, due to the inaccurate reporting of mileage and the vehicle being used for commercial purposes, *****************-Dorseys policy was cancelled (See T&C General Provisions,pg. 6, section 14(b) and Cancellations, pg. 6, section 15(b)).
  
  Please be advised that since a claim was filed within thirty (30) days of policy purchase, no refund is due to ******************************* (See T&C Refunds,pg. 6, section 16).
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  09/23/2023

   
  Complaint: 20608999
  
  I am rejecting this response because:
  I have every right to promote my business on any vehicle I own.  As I stated to ****, the manager who I spoke with, that my Audi is a personal vehicle and I could and would provide records of my business vehicle.  This car is registered to my husband as a personal vehicle.  Also, the mere fact that the vehicles mileage is low is another indicator that it is not used for business purposes.  I also informed them that my business contracts with independent contractors who use their own vehicles to service clients; I advised that I could provide that documentation as well. As to the mileage,I stated that we had driven the car for a weekend getaway for my husbands birthday, it was during this trip that I heard the noise.  Upon our return, I contacted the dealership and dropped the vehicle off for service.

  During my conversation with ****, he intimated that the car did not have an updated Carfax report since APril 2021 and thought was suspicious.  I informed him that I had a maintenance service contract with ********** that the car was and has always been serviced at the dealer since we purchased it in Nov 2019, that they or I could provide those records.  Their contract clearly states that the vehicle must be maintained a within a certain mileage of specified service.  The car was serviced at the 65K mile at the same dealership.  He went on to say, that all dealers are required by law to report to Carfax; I asked my service advisor and I was told that this statement is not true.  Further, he then said that the fault should have been obvious to me with either a check engine light, fumes in the vehicle or rough riding.  None of this occurred and I have no idea where he is getting his information. If, based on their written response that they do not deny or approve claims, when at all tines, I spoke directly to Olive, never this other entity they refer to in their response.  

  Lastly, the refund for the cancelled policy only benefits them.  If they paid the claim, maybe I can see their point but if it as they state, that the policy never should  have been written, then what am I paying for?  If you have a policy and determine that their claim process/approval is not what they market, a consumer should have every right to cancel and be refunded in full (in this case) or pro rated in the case of a policy that on the face, is not voided because of misstatements or discrepancy on the declaration page.

   

  Olive never asked for the documentation, nor did they contact me with any questions or concerns.  

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

  

  Business response

  09/29/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by **************************************, BBB Case #********.
  
  It is our understanding from the coverage administrator QBE ************** Services, Inc.("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that their position regarding the denial of ********************************* claim and cancellation of her mechanical breakdown insurance policy (Policy) has not changed.
  
  However, in the interest of resolving this matter, a full refund of the down payment of $194.89 collected for the Policy is being processed to ********************************* credit card on file.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  09/30/2023

   
  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 to the extent that I will be getting a refund.  This company should NOT be administering policies, nor should they hide behind QBE or whatever they are called.  I never spoke to anyone outside of Olive; for them to say they do not process or review claims is in itself absurd.

   

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a warranty with this company going on 2 years now. Then I started noticing they werent taking there payments out so I emailed them and they said the payment bounced when I had ****************************************************************************************************************************** the mail, nothing. I think my daughter canceled her policy and they canceled mine by mistake.

  

  Business response

  08/18/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *********************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles.
  
  Our records indicate that a mechanical breakdown insurance policy ("Policy") was purchased from Olive on March 25, 2022 for Ms.***** 2017 ******** **** C 300. At the time of purchase, a down payment of $28.08 was collected from ************.
  
  Enclosed are copies of the Declaration Page, Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  Please note that a policy was also purchased for ***************************.***** daughter, for her 2015 Lexus CT 200h, which had a different payment method on file from Ms. ***** Policy. Both policies are part of the same household. **************** policy was cancelled on June 27, 2023 per her request.
  
  On July 5, 2023, the payment method on file for Ms. ***** Policy was declined. Olive sent an email on July 7, *********************************** ***** Policy, which stated that we were unable to process the payment.Our records indicate that no response was received regarding the declined payment. Since no further payments were received for Ms. ***** Policy, it was cancelled on July 26, 2023.
  
  Please note that Olive does not report to any credit reporting agencies and does not submit any past due amounts to outside collections.
  
  If ************ wishes to continue her Olive coverage, Olive can collect the two (2) payments of $28.08 each that are due to reinstate the Policy. ************ can contact Olive at the phone number below to discuss payment options.  
  
  For any further questions or concerns, please contact us at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  08/18/2023

   
  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. Although I think they canceled it they reinstated it im happy 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got a policy with olive cancel within a few days. They are being negligent on reimbursing my money. I follow all the rules everything I did. I spoke with them and got their approval now theyre saying they can reimburse my money. They never help in anyway nor paid out anything.

  

  Business response

  08/14/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ************************** BBB Case #********.Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that on July 3, 2023, **************** purchased a mechanical breakdown insurance policy ("Policy") from Olive for his 2016 Infiniti Q50. At the time of purchase, a down payment of $223.70 was collected from ****************.
  
  During the sales call, **************** was read a disclaimer by the Olive agent that his coverage would not cover pre-existing conditions, and **************** acknowledged the disclaimer.
  
  Enclosed are copies of **************** Declaration Page, Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for his Policy. Please note that **************** name was corrected in our system after the purchase date.
  
  On July 5,2023, **************** called Olive to ask if the air conditioner on his vehicle was covered by his Policy. **************** indicated that he had driven the vehicle that weekend on vacation and found that the air conditioning was not functioning properly when he returned, which was the same day his coverage began. The Olive agent indicated that it was a covered part but instructed **************** to have his repair facility call QBE if they found that repairs were needed. 
  
  On July 7,2023, **************** called Olive to cancel his Policy because his claim was not approved by QBE. Since **************** filed a claim within the first thirty (30)days of purchase, no refund was due to him (See T&C, Refunds, pg. 6,section 16). **************** was informed of this via email on July 7, 2023 and again on July 12, 2023 when he called Olive regarding a refund.  
  
  On July 28,2023, Olive received a chargeback dispute for the down payment for Mr. ************* which was the only payment collected. Therefore, **************** has been refunded the payment collected.
  
  It is our understanding from the coverage administrator QBE ************** Services, Inc.("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that Mr. **************************** facility submitted a claim on July 5, 2023, one (1) day after his Policys coverage effective date, for the A/C compressor and control arm on his vehicle. *******, **************** implied to Olive that his air conditioning was not working prior to the Policys effective date. *** has also indicated that *************** told them that part of the failure occurred a month prior to purchasing his Policy. Since the failure occurred prior to **************** purchasing the Policy,*** denied his claim due to being a pre-existing condition (See T&C,Exclusions, pg. 3, section 8(e)).      
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As my wife and I were expecting our first child we were looking to purchase a reliable and safe vehicle for our growing family. In August of 2021 we bought a ****** Outback with only around ****** miles from ***********************. We also bought the powertrain plus protection plan through TriStar Indemnity. In April of 2022 (8 months after we purchased the vehicle) the car broke down with around ****** miles. I believe the car had a cracked head and blown head gasket. We had it towed to Nicks Auto. ****, the mechanic at Nicks Auto, thought we should replace the engine. TriStar Indemnity refused to pay for that and would only cover a repair. **** disagreed and said the car would break down again. He did the repair as covered by Tristar, but told us he would not offer a warranty on the job. We finally got the car back in September of 2022. In June of 2023 the vehicle broke down again with another blown head gasket, as predicted by ****. This time we took the car to *********************** in *******, where it currently is. Tristar says they wont cover the repair because Nicks auto offered us a warranty. ***** says he did not offer a warranty because he disagreed with the repair. At the top of the receipt from our August 2022 repair at Nicks Auto it says in bold and all caps NO WARRANTY WILL BE GIVEN but at the bottom it says all repairs have 24 months ****** mile warranty on parts and labor. Either Nicks Auto or TriStar Indemnity are responsible for our car repair but neither company will take responsibility.

  

  Business response

  08/18/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********.
  
  Please be advised, TriStar Indemnity (TriStar) produces vehicle service contracts to consumers for their automobiles. TriStar does not sell or administer vehicle service contracts. TriStar also does not review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that on August 3, 2021, ******************** purchased a TriStar vehicle service contract (TriStar Contract), from ***********************, a dealership selling TriStar vehicle service contracts on behalf ****************************. (PDS).
  
  Enclosed is a copy of ******************** Tristar Contract.
  
  It is our understanding from the coverage administrator, PDS, the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the TriStar Contract, that they have approved claims equaling more than $2,000 in repairs for ******************** vehicle. Per PDS, they are currently investigating ******************** complaint.  
  
  For these reasons, we consider the matter resolved as it pertains to TriStar. Please contact *********************** or PDS should there be any further questions or concerns. *********************** and PDS contact information is as follows:
  
  ***********************
  ************************************************************************************
  **************
  
  ****************************.
  *******************************
  ******************************************
  **************
  
  Sincerely,
  The TriStar Team
  
  Enclosure.

  

  Business response

  08/25/2023

  Please find attached the response of *********************** on behalf of Repair Ventures, LLC, regarding Complaint ID# ********, ****************************

   

  Sincerely,

   

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

  Legal and Compliance Analyst

   

  

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

  Celebrating 25 Years of Excellence!

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

  ******, **, 43017
  Direct: ************

  Fax: ************

  www.pdsadm.com  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Olive should not be able to sell to consumers I been paying olive for 4yrs for cars now both cars are broken down remind you I been paying 4yrs I contacted the team leader **** in October. 2022 let her know my vehicles was broken down. She sent me to 4 shops an they stated they ASE certified but they don't deal with olive due to they wants the mechanics to put faulty parts which will cause other problem . I WANT ALL MY MONEY BACK FROM THE BEGINNING TO THE END .THEY JUST A RIP OFF. 2017 Chrysler Need Engine 2017 altima they come up with excuse not to fix vehicles.

  

  Business response

  06/28/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *************************, whose policies are listed under ******** & ******* & ************************* in our system, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, grant,or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that on April 5, 2022, ************** purchased a mechanical breakdown insurance policy ("Policy 1") from Olive for her 2017 ****************** At the time of purchase, a down payment of $41.34 was collected from ***************
  
  Our records also indicate that on the same day, April 5,2022, ************** purchased a mechanical breakdown insurance policy ("Policy 2") from Olive for her 2017 Chrysler Pacifica. At the time of purchase, a down payment of $64.59 was collected from ***************
  
  Enclosed are copies of Ms. ****** Declaration Pages, Mechanical Breakdown Insurance Policy Terms & Conditions (T&C Policy 1 and T&C Policy 2), and the Olive Payment Plan Agreements for Policy 1 and Policy 2.
  
  POLICY 1 (2017 KIA ****** HYBRID)
  
  Our records indicate that a claim was filed under Policy 1 for Ms. ****** 2017 ***************** (Claim 1). Claim 1 was denied on May 11, 2022 because repairs had been carried out without prior authorization from the coverage administrator QBE ************************ **** ("QBE"),the company that has the contractual obligation to adjudicate and pay valid claims under the terms of Policy 1 (See T&C Policy 1, How to Make a Claim, pg. 2, section 4(c), and Exclusions, pg. 3, section 8(a)).
  
  On June 8, 2022, *********************************, who is also listed on Policy 1, called Olive regarding the denial of Claim 1. The Olive agent explained the reason for the denial, and ******************** elected to keep Policy 1.
  
  On September 13, 2022, *******************, who is also listed on Policy 1, called Olive to start a claim (Claim 2). ******** was then referred to QBE to start her claim.
  
  On September 22, 2022, ************** called Olive to ask about towing coverage because the 2017 ***************** needed to be moved to a different shop. ************** was then told that towing expenses were reimbursable for up to $100.00 upon approval of a claim (See T&C Policy 1,Additional Benefits, pg. 3, section 6).
  
  It is our understanding from the coverage administrator QBE that on September 13, 2022, Ms. ****** repair facility contacted them regarding the procedure for filing Claim 2, which QBE provided. On September 16, 2022, the repair facility called QBE with their diagnosis and estimate. On September 22, 2022, QBE sent an inspector to verify the repair facilitys findings. The inspector found that the engine on the 2017 ***************** needed to be replaced.
  
  Per QBE, Ms. ****** engine was covered under an extended Kia ******** at the time of the needed repairs. Since the Kia ******** was still in effect for the engine at the time of the needed repairs, Claim 2 was denied (See T&C Policy 1, Exclusions, pg. 5, section 8(aa)).
  
  Our records indicate that ************** called to cancel her coverage for her 2017 ***************** on June 5, 2023. Consequently, Policy 1 was cancelled effective June 7, 2023. Accordingly, no further payments have been or will be collected for Policy 1 by PayLink.
  
  POLICY 2 (2017 CHRYSLER PACIFICA)
  
  It is our understanding from the coverage administrator QBE that ************** contacted them on October 26, 2022 regarding a claim for her 2017 Chrysler Pacifica. At that time, QBE recommended that ************** use Repair Pal,a third-party website available to Olive customers to locate repair facilities,to find a repair facility who could carry out the needed repairs.
  
  On October 26, 2022, ************** contacted Olive to find a repair facility for her 2017 Chrysler Pacifica. The agent provided the names of several repair facilities that might be able to service her vehicle. ************** then called Olive again and stated that those repair facilities would not accept her Olive coverage. The agent then inquired if ************** could take her vehicle to her dealership but ************** stated her dealership wouldnt work with Olive either.
  
  On Ms. ****** behalf, Olive then contacted repair facilities near her place of business, who told the Olive agent that they accepted Olive coverage. ************** was then contacted by Olive and provided with those repair facilities contact information.  
  
  On October 31, 2022, ************** contacted Olive to say that her repair facility had found that she needed a new engine for her 2017 Chrysler Pacifica. The Olive agent then advised ************** that the repair facility had not yet submitted the repairs for the claim, to which ************** stated she would follow up with the repair facility. ************** then called Olive and stated that her repair facility did not do engine repair and she was having it towed to another repair facility.
  
  On January 23, 2023, ************** contacted Olive and let our office know that she found a repair facility who could perform the engine repair on her 2017 Chrysler Pacifica. ************** then requested copies of her policy documents, which were provided to her.
  
  On March 13, 2023, ************** contacted Olive again to request copies of her policy documents as well as her claims number for her 2017 Chrysler Pacifica.
  
  Per QBE, on April 28, 2023, Ms. ****** repair facility called to inquire about the procedure on filing a claim. However, Ms. ****** vehicle was not at the repair facility at the time. As of todays date, no claims for repairs have been submitted for Ms. ****** 2017 Chrysler Pacifica.
  
  On June 14, 2023, ************** contacted Olive and stated her 2017 Chrysler Pacifica had not been repaired and that her dealership would not work with Olive. ************** then stated she only wanted original equipment manufacturer (OEM) parts in her vehicle. Under the terms of Policy 2,aftermarket parts are used for repairs if they are of like kind and quality.If a customer wishes to use specific parts, the customer can pay the price difference between the authorized parts and the desired parts (T&C Policy 2,Parts and Replacement, pg. 5, section 10). ************** was advised of this during the call.
  
  Our records indicate that on and after June 5, 2023,attempts to collect the payment due from the auto-payment method on file for Policy 2 were unsuccessful. Since no further payments were made or collected, Policy 2 was cancelled in our system on June 25, 2023. Accordingly, no further payments have been or will be collected for Policy 2 by PayLink.
  
  Please note that Olive does not report to any credit reporting agencies and does not submit any past due amounts to collections.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2019 Chevrolet Colorado on May 19, 2023 in *******, **. On June 5, 2023 prior to a trip to ********, **, at the recommendation of a family member, I decided to purchase an extended warranty due to the fact that the manufacturer's warranty had expired. After researching extended warranties, I found Olive.com, which distinguishes itself from other warranty companies, by promoting its no waiting policy. In fact, OIive.com displays the trademarked phrase "Buy today, Covered Tomorrow" on its website. The following day, June, 6, 2023, on the way to ********, **, I noticed a shuttering while driving on the interstate and immediately took it to ***** Transmission and ************** located at *********************** The ***** technicians determined that the transmission was the cause and needed replacing and they filed a claim with Olive. The following day, an Olive inspector arrived to verify the issue and recommended a transmission replacement and forwarded for approval. Two days later, I was notified that the claim was denied due to the fact that the policy was purchased one day prior. Based on that fact, the approval manager determined it was a pre-existing condition, which is excluded from coverage, and overruled the inspector's recommendation. The company did not provide updates about my claim nor did it provide me a written determination of the reason. When I asked the representative for a written statement, he advised that their claim notes were proprietary and that he could not provide them to me. This company is engaged in deceptive marketing and questionable business practices by penalizing customers for utilizing a feature or service that it promotes. It excludes pre-existing conditions but defines preexisting condition ambiguously as to essentially render all claims deniable. The attached car-fax report shows that the prior owners performed regular and routine maintenance and that there were no pre existing issues.

  

  Business response

  06/20/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, Olive sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that **************** purchased a vehicle service plan ("Policy") from Olive with an effective date of June 6,2023 for his 2019 Chevrolet Colorado. At the time of purchase, a down payment of $84.14 was collected from *****************
  
  Enclosed are copies of Mr. ******* Declaration ***** *************** Plan Terms & Conditions (Olive Contract), and the Payment Plan Agreement for the Olive Contract.
  
  Furthermore, our records indicate that the Policy was cancelled in our system on June 13, 2023. Accordingly, no further payments have been or will be collected from **************** by Olive.
  
  It is our understanding from the coverage administrator QBE ***************************** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that **************** filed a claim for his vehicle on June 6, 2023, the same day that his coverage began. Per QBE, an inspection of Mr. ******* vehicle found that the residual transmission fluid was burnt and contaminated with metal debris. The inspector did not find that any codes had been triggered nor that there were any leaks.
  
  QBE has indicated that the presence of metal debris and the fluid being burnt is consistent with a progressive failure and could not have occurred within the one (1) day that Mr. ******* Policy was in effect. Under the terms of Mr. ******* Policy, preexisting conditions are excluded from coverage, whether known or unknown at the time of purchase (Olive Contract, Exclusions,pg. 2, section VI(5). Therefore, QBE denied Mr. ******* claim.
  
  Please note that Olives slogan of Buy Today, Covered Tomorrow indicates that coverage starts the day after a customer purchases a policy. It does not guarantee that a claim will be approved by QBE. 
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

*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. ↩