ComplaintsforRepair Ventures, LLC

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An extended car warranty (Mopar Plan# *********) was purchased online in Jan 2021 through Repair Ventures/Mopar using my credit card without my permission. For the past several months I've been working with my bank on a fraud dispute over the 13 monthly charges of $312.31 each without success. The card was cancelled in May of this year. Mopar Plan ********* is for a car that I have never owned. It is my daughter's car who lives in a different city and who has never had access to my credit card, nor has ever been an authorized user of my credit card. When I questioned her about the discrepancy, she provided documentation (attached) that shows her car was under a separate extended warranty plan (Mopar Plan# ********) that was in effect at the time Mopar Plan# ********* was purchased and in fact did not expire until Oct 2021. I contacted Mopar Vehicle Protection - Extended ***************) who would only tell me that Mopar Plan ********* was purchased online and would not investigate furhter.

  

  Business response

  08/26/2022

  Dear Sir or Madam:  
  
  This letter is in response to the complaint submitted by *********************************, BBB Case #********.  
  
  Please be advised that we market and sell Mopar Vehicle Protection Extended plans (**** Plan)on behalf of FCA US LLC and FCA Service Contracts LLC (both subsidiaries of FCA US LLC.), the obligors of the **** Plans for all states except ********** and ************** in which the product is offered through QBE ************************ **** all known as (Mopar) for this letter. 
  
  Our records indicate that *******************************, Mr. *********** daughter, was sent an offer for an **** Plan for her 2014 Chrysler 300 vehicle. This offer was by invitation only and is not available on the open market. ************************ was eligible for this offer because her vehicle had an existing Mopar Vehicle Protection plan (MVP Plan), referenced as Plan #******** in Mr. *********** complaint, that had expired due to vehicle mileage rather than time. Therefore,the vehicle was eligible for a new coverage plan prior to the October 2021 expiration date.
  
  Our records indicate that the **** Plan was purchased online on January 11, 2021.At the time of purchase, the customer selected coverage level of Maximum Care,a $500 deductible, and a down payment of $312.31 was collected from the provided payment method, **** card ending in ****. The same card on file was used for the automatic monthly payments when coverage began on May 11, 2021,and the first monthly payment was collected on June 11, 2021. Eleven (11) monthly payments of $312.31 each were successfully collected from the **** card ending in ****.  
  
  Please note that Mopar has no way of obtaining payment method information unless it is supplied by the consumer at time of purchase or updated by the consumer after purchase upon request. 
  
  Enclosed are copies of Ms. *********** **** Plan (Mopar Application and Terms and Conditions) and the Payment Plan Agreement. 
  
  Our records indicate that chargeback disputes were filed on **** card ending in **** for three (3) payments made on this policy. ***** responded to the card issuer on July 6, 2022 and was unaware at that time of response that the card holder and the vehicle owner were not the same person.  
  
  On August 4, 2022, ************************ contacted Mopar to say that the card on file for Ms. *********** **** Plan belonged to him and that his daughter was not authorized to use that card. This was the first time that Mopar was alerted that the card on file for Ms. *********** **** Plan did not belong to *************************  
  
  On August 9, 2022, ************************ contacted *****, saying that he believed the **** Plan was purchased fraudulently due to ************************ denying that she signed up for it. ***** then informed ************************ that the **** Plan had been purchased online. This was the last contact that Mopar had with ************************ prior to this complaint.  
  
  We are in the process of ensuring that Ms. *********** **** Plan has been fully cancelled in our system and related systems. Accordingly, no further payments have been or will be collected from ************************ or ************************ by Mopar.  
  
  Please note that coverage has been in effect since May 2021.  However, as a courtesy, in an attempt to resolve Mr. *********** concerns, Mopar is in the process of issuing a full refund of amounts paid to the card on file in the amount of $3,747.72.
  
  For any further questions or concerns, please contact us at *************.  
  
  Sincerely,  
  Your Mopar Team 
  

  Customer response

  08/30/2022

   
  Complaint: 17694599
  
  I am rejecting this response because:

   

  To whom it may concern,

    

  I concur with almost all of the information in the business response letter with the exception of the number of charges that were made against my credit card. The down payment charge did occur in Jan 2021 and the first monthly recurring charge did occur Jun 2021

  but the last charge was made in May 2022 so the total transactions should be 13, not 12 with a total amount to be refunded of $4060.03. I have bank statements to support this correction if needed. Thanks.

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

  

  Business response

  09/12/2022

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by *********************************, BBB Case #********.
  
  Please be advised that we market and sell Mopar Vehicle Protection Extended plans (**** Plan) on behalf of FCA USLLC and FCA Service Contracts LLC (both subsidiaries of FCA US LLC.), the obligors of the **** Plans for all states except ********** and ************** in which the product is offered through QBE ************************ **** all known as (Mopar) for this letter.
  
  Our records indicate that the **** Plan for Mr. *********** daughters vehicle was purchased online on January 11, 2021. At the time of purchase, a down payment of $312.31 was collected from the provided payment method, **** card ending in **** (card on file). The card on file was used for the automatic monthly payments when coverage began on May 11, 2021, and the first monthly payment was collected on June 11, 2021. Mopar attempted to collect thirteen (13) monthly payments of $312.31 each from the card on file.
  
  Our records indicate that chargeback disputes were reported for the card on file for the three (3) payments made on this policy that were collected in February 2022, March 2022, and ***** 2022. Per **** of America, the card issuer, the two (2) payments collected in March and ***** were allowed to be retained by *****,and the one (1) payment collected in February was credited back to the card on file.
  
  Enclosed is a copy of the Chargeback Report for the card on file.
  
  Furthermore,***** attempted to collect the June payment but the card on file was declined.Therefore, no June payment was collected by Mopar.
  
  Since the February payment was credited back to the card on file and the June payment was not collected, Mopar only successfully collected eleven (11) monthly payments and the down payment of $312.31 each, for a total of twelve (12)payments or $3,747.72. ************************ should inquire with **** of America if he did not receive a credit for the February payment.
  
  Please note that we are in the process of issuing a full refund via check to *********************** in the amount of $3,747.72 and will follow up as necessary to ensure that he receives it.
  
  For any further questions or concerns, please contact us at *************.
  
  Sincerely,
  Your Mopar Team

  Customer response

  09/12/2022

   
  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 but wish to include the following comments:

  
  

  While I respect Mopar's efforts to close this issue by doing the right thing in refunding the unauthorized charges to my credit card, from my perspective, total charges still amount to 13 x $312.31 = $4,060.03. 

  
  

  Attached are relevant pages from my BofA credit card statements from May and July.  The May statement shows BofA issuing a temporary credit for 3 charges after I first brought this issue to their attention in May for those charges incurred for the months of Feb, Mar and Apr as called out in Mopar's latest response.  At the time, BofA stated they could only go back 3 months for charge disputes on the card. The July statement shows BofA reversing the temporary credit for all 3 months after receiving Mopar's response that the charges were consistent with previous month's charges on this card.  At this time, I tried unsuccessfully to expand the dispute with BofA to include all known charges.  Following this, I initiated the complaint to the BBB.

  
  

  While I can't speak as to why Mopar shows the Feb charge was credited back to my card in their system, I understand that the issue for this one charge may be with BofA and so I will contact BofA to attempt closure on this last item.  

  
  

  I would like to thank BBB for helping me with this issue and I would like to thank Mopar for doing the right thing in refunding the unauthorized charges to the best of their ability.

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

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a 30 day money back no questions asked refund on this car warranty. On the 28th day I decide to cancel the service as I did not use it and no longer need it. They refused to cancel my warranty and told me a supervisor would need to cancel my account and process my refund of $250 after I advised them I found a better deal with another competitor. After 48 hours and no response I call on the 30th day to find out why am I still getting alerts for future monthly payments on an account I requested to be closed. I was then told a supervisor will reach out to me. On the 31st day I was contacted and told my subscription was successfully canceled but I will not be refunded any money as the account was cancelled on the 30th day even those the cancellation request was filed over 72 hours prior. This company maliciously prolonged my cancellation for 72 hours just so that they can have the discretion not to refund my money because I am taking my business elsewhere. This is unethical and disgusting tactics to steal customers money.

  

  Business response

  07/12/2022

  Dear Sir or Madam:
  

  This letter is in response to the complaint submitted by ***********************, BBB #********. Please be advised, Olive sells vehicle service plans to consumers for their automobiles on behalf of QBE **************************** Olive does not review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  On May 14, 2022, **************** purchased a vehicle service plan ("Policy") from Olive for his 2017 *** 4 Series. At the time of purchase, a down payment of $214.99 was collected from ****************.
  
  Enclosed are copies of Mr.******* Olive Policy as well as the Olive Payment Plan Agreement for his Policy.
  
  On June 13, 2022, **************** filed a claim for his vehicle. 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 **************** presented his car to the repair facility for an oil leak, a noisy steering rack, and a noise when the vehicle was making turns. The repair facility found no oil leak, that the noise from the steering rack was internal, and that the thrust arm bushing was leaking.
  
  QBE has indicated that they performed an inspection of the steering rack and pinion. QBE found that the left and right outer boots came off the inner tie rods, which caused water to enter and damage the steering rack and pinion. QBE found no physical damage to the steering rack and pinion and that the inner tie rods were *****, which could indicate water had been present for more than one (1) month.
  
  QBE also performed an inspection of the left front and right front thrust arm bushings. The left thrush arm bushing had cracking and a bad leak, while the right side thrust arm bushing had a small crack but not was not yet leaking. QBE determined that the leak from the bushing appeared to be long-term.
  
  Since QBE determined that the damage to the steering rack, pinions, and thrust arm bushing appeared to have occurred over a long period of time, Mr. ******* claim was denied. Under the terms of the Policy, any preexisting conditions occurring prior to the purchase of the Policy is excluded from coverage (Exclusions, pg. 2, sec. 5).
  
  On June 16, 2022, Mr. ******* Policy was cancelled before any monthly payments were collected by Olive. When **************** contacted Olive to cancel his policy, Olive agents indicated that, because **************** cancelled his Policy more than thirty (30) days after he purchased his Policy and had also filed a claim, no refund was due. Under the terms of the Policy, if a cancellation request arrives more than thirty (30) days after a Policy is purchased, then a full refund is not due. (pg. 4). A full refund is also not due if a claim is filed within the first thirty (30) days of coverage (Olive Policy, pg. 4).
  
  However,in the interests of revolving this matter and providing good customer ****************************** issued a full refund of the down payment of $214.99 to Mr. ******* **** card ending in **** on July 11, 2022.
  
  We hope that this resolves any issues that **************** may have had. For any further questions or concerns regarding refunds or cancellation of the Policy, please contact us directly at ************.
  
  Sincerely,
  The Olive Team

  Customer response

  07/18/2022

   
  Better Business Bureau:
  
  Details stated are corporate lies. There was not any long term pre existing damage. I cancelled on the 30 day. They have a history of denying claims with the same lame excuse to thousands of unhappy customers. I accept resolution because I'm getting my money refunded as deserved. These Olive people are doing me no favors. **************** is terrible. Don't *** yourself on the back. You make people have to go through this just to get back our down payment after months when you could have done it that same day and you're bragging about you're amazing customer service lmao. What's $200 to such an amazing 5 star award winning million dollar company ? Jerks. Have a good one.  
  

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

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 36 month extended warranty from ********** in December 2021, paid monthly. Repair Ventures (dba Olive.com) bought uproar shortly thereafter, but assured customers that nothing would change. (Since deleted webpages attached)I now get a notice that my coverage is ending in August and I can sign up for new coverage with Olive if I want. Three times the premium and twice the deductible. No thanks.I never would have bought an 8 month warranty. No one would. They should honor the terms of the original agreement or refund all premiums paid to date.

  

  Business response

  07/14/2022

  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 on behalf of QBE **************************** Olive does not 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 ********** (Uproar) on December 13, 2021 for his 2018 Audi SQ5. The Policy was renewable on a month-to-month basis for a maximum of 36 months. Seven (7)payments of $112.24 each were applied to Mr. ******* Policy by Uproar.
  
  Please note, Uproar was acquired by Olive in January 2022. On June 20, 2022, **************** was alerted that his month-to-month coverage with Uproar would not be renewed beyond August 31, 2022. **************** then contacted Olive regarding this change,and he was given the option to purchase an Olive policy if he wished to continue his coverage.
  
  On July 4, 2022, **************** requested a full refund for his Policy. On July 9, 2022, Mr. ******* Policy was cancelled, and refunds were issued to Ms. ******* Amex card ending in ***************************** **** for a full and total refund of $785.68.
  
  For any further questions or concerns, please contact us at *************.
  
  Sincerely,
  The Olive Team
  

  Customer response

  07/15/2022

   
  Complaint: 17520270
  
  I am rejecting this response because:
  Just to clarify, I requested that you honor the initial agreement, as you had promised to do on your website and ******** when the ********** acquisition took place. ("Nothing will change about coverage for Uproar customers...")Barring that possibility, a refund was the only fair resolution. I am still not pleased that you cancelled my contract, which seemed to indicate that it was only cancelable in the case of nonpayment - not at your whim at any time.The replacement coverage you offered via Olive was three times the monthly premium and a deductible that was twice as high. A three year warranty with a $100 deductible for more than $12,000 is beyond ridiculous.
  Sincerely,
  
  *************************

  

  Business response

  07/22/2022

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by *************************, BBB Case #********.
  
  We regret that **************** is unhappy with the coverage that Olive offered to replace his Uproar policy (Policy), which was renewable on a month-to-month basis. Olive sells vehicle service plans to consumers for their automobiles on behalf of QBE *************************** (QBE). The rates Olive is able to offer to consumers are determined by QBE.
  
  On July 9, 2022 Mr. ******* Policy was cancelled, and refunds were issued to Ms. ******* Amex card ending in ***************************** **** for a full and total refund of $785.68. **************** was informed via email that a refund had been processed, and he indicated that the resolution was sufficient under the circumstances. Please see the enclosed refund email exchange. 
  
  Please note that in addition to a full refund being issued, **************** had full coverage for his 2018 Audi SQ5 under his Policy from the time of purchase on December 13, 2021 until his policy was cancelled per his request on July 9, 2022.
  
  For any further questions or concerns, please contact us at **************.
  
  Sincerely,
  The Olive Team

  Customer response

  07/25/2022

   
  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.  

  
  

  Would appreciate you removing any portions of my credit card numbers from the Olive response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim number: CL-******** Claim Status: Partially Authorized Claim file date: June 08, 2022, 08:01 AM Policy Number: MBIU.900014285.01.01 Policy VIN: ***************** Claim Amount: $2,289.61 Deductible: $500 Paid Amount: $1,570.61 Unpaid Amount: $219 Repair Facility: ********** Shop Contact Phone: ************ Shop ************ Complaint: Labor Cost for programming a Dynamic Stability Control (DSC) module was not covered besides having the most comprehensive coverage plan offered by Olive.com. Either Olive.com is not paying the full cost of labor for programming and installing a DSC module or *** repair shop is overcharging. It has to be one of the two cases.

  

  Business response

  06/20/2022

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by Sunal Gupta, BBB Case #********.Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles.
  
  ************* purchased a mechanical breakdown insurance policy (Policy) from Olive on May 30, 2022 for his 2017 *** 3 Series. At the time of sale, a down payment of $38.62 was collected from ************** by Olive.
  
  Please note that 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.
  
  On June 3, 2022, ************** filed a claim for his vehicle. ************* then contacted Olive on June 14, 2022 regarding his claim. The Olive agent told ************** that the claims department was closed, and ************** asked that the claims department call him the next day. This was the last contact Olive had with **************.
  

  It is our understanding from the coverage administrator, QBE Administration Services,Inc. (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 a repair on his vehicles Dynamic Stability Control (***) module. The claim was initially partially approved for the labor costs the repair facility requested.QBE has indicated that they made their determination based on their internal labor guides, which showed different labor times and parts descriptions for this repair than what the repair facility requested. Specifically, **** labor guides indicate that a repair for the *** module should be completed within **** hours, whereas the repair facility indicated the repair took **** hours to complete. Therefore, Mr. ****** claim was initially approved for **** hours in labor costs.
  
  In the interest of resolving this matter, it is our understanding from QBE that they contacted the repair facility and approved the additional requested labor costs on June 16, 2022. As a result, the labor costs under Mr. ****** claim should be fully covered under the Policy.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  06/21/2022

   
  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,
  
  Sunal Gupta

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a powertrain plus warranty on 02/28/2021. On 05/27/2022, the repair shop looked into a bent control arm which was found during a tire change. Olive doesn't want to cover the charges for the bent control arm. The repair shop and olive's inspector both acknowledge that there is no sign of physical damage on the control arm. However olive denies that this is a defect and will not cover costs to repair it.The policy does not state anywhere that such a case will not be covered.

  

  Business response

  06/03/2022

  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.
  
  ************ purchased a mechanical breakdown insurance policy ("Policy") from Olive on February 28, 2021 for his 2011 *** 1 Series.At the time of purchase, a down payment of $68.90 was collected from ************.
  
  Enclosed are copies of ************** Mechanical Breakdown Insurance Policy (MBI Policy) as well as the Olive Payment Plan Agreement for his Policy.
  
  Please note that 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.
  
  On May 31, 2022, Mr. ************************* called Olive to inquire about his claim and had questions about why some repairs were not covered. The Olive agent explained the claim was closed, and ************ was provided with the claims number for reference. This was the last contact that Olive had with ***********.
  
  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 May 22, 2022, ************ set up an appointment with a repair facility after a mechanic informed him that something was bent in his vehicle. On May 26, 2022, the repair facility reported the left lower control arm was bent, both front ********* struts were leaking, and the radiator was leaking. QBE has indicated that the radiator was denied for not being a listed part for coverage, and an inspection date was set to verify the failures to the control arm and the struts. On May 27, 2022, the inspection verified the failure to the struts and that the left lower control arm was bent from an unknown source.  
  
  ************** MBI Policy defines a mechanical breakdown as a cessation of normal functioning of the Vehicle or components [] that arises from defects in materials or workmanship. (pg. 4, section 9). Per QBE, a part being bent is not a defect in materials or workmanship.
  
  ************** MBI Policy also excludes coverage for physical damage (See MBI Policy Exclusions, pg. 9, section 5). Per QBE, the inspection of ************* vehicle indicated something occurred to the left side of the vehicle because, in addition to the left control arm being bent, the left fender was lifted and did not align with the hood or the left door. While QBE cannot say how the control arm became bent, they do say that such damage can only occur by an external force causing it to bend. If physical damage occurred to ************** vehicle, QBE recommends he contact his vehicle insurer regarding the bent control arm and other possibly related damage.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought an extended warranty coverage from Repair Ventures on Olive.com. My car started overheating so I brought it to the certified shop listed on their website. The shop found several issues-cooling fan failure and thermostat failure as well as some warn engine and transmission mounts. Repair Ventures sent an inspector who found all the problems were preexisting and the company refused to pay for the repairs. Claims department said there's no fan failure, thermostat is working just fine and that mounts are worn due to age. Shop owner assured me that he demonstrated failed radiator fan and failed thermostat. I brought the car to the shop because it overheats so obviously it has the above described issues but claims department stated that they would not cover the repairs. My car literally starts getting hot when it's driven and the Repair Ventures refuses to cover the repairs and tells me that the fan is operable and thermostat works without issues. I pay monthly premiums for the most expensive warranty coverage option and when the car starts overheating they refuse to do their part of repairing it. I already paid $195 for the car inspection out of my pocket that they need to cover as well as pay for the replacement of the thermostat and the radiator fan. I need to be refunded for the inspection and have the radiator fan and thermostat replaced so that the car doesn't overheat.My policy number is MBIU.900012721.01.01

  

  Business response

  03/31/2022

  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.
  
  ******************* purchased a mechanical breakdown insurance policy ("Policy")from Olive on February 10, 2022 for his 2013 Smart Fortwo. At the time of purchase, a down payment of $149.97 was collected from ********************. The reported mileage at the time of purchase for Mr. ********* vehicle was ****** miles.
  
  Enclosed are copies of Mr. ********* Mechanical Breakdown Insurance Policy Terms & Conditions (T&C) as well as the Olive Payment Plan Agreement for his Policy.
  
  Please note that 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 March 7, 2022. ******************** called Olive to inquire about how to file a claim. This was Olives last contact with ********************.
  
  It is our understanding from the coverage administrator QBE Administration Services,Inc. ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that on March 16, 2022, ******************** s repair facility shop reported the cooling fan on his vehicle was defective, the engine thermostat was damaged by the overheating,both motor and transmission mounts were broken, and the oil filter was damaged.*** QBE, they sent an inspector so the repair facility could demonstrate the failures.
  
  *** QBE,their inspector verified the cooling fan for Mr. ********* vehicle operated but was wobbling and contacting the fan shroud. As a result, QBE found that the cooling fan failure, as shown by the repair facility, was from from wear.
  
  *** QBE,the engine mounts for Mr. ********* vehicle had excessive movement when power braking, the transmission mount was cracked but not fully through, and that no other failures were demonstrated. As a result, QBE found that the failure of the engine and transmission mounts, as shown by the repair facility, was from wear.
  
  *** QBE,there was no damage or failure demonstrated to the thermostat, nor was there any external leaks or fault codes. As a result, QBE found that no failure had occurred to the thermostat.
  
  It is our understanding from QBE that the reported mileage of Mr. ********* vehicle at the time of the repair was ****** miles. *** QBE, the failure of the cooling fan and of the engine and transmission mounts could not have occurred in the elapsed 355 miles since ******************** purchased his Policy. Therefore, QBE deemed the failures to be preexisting conditions under the terms of the Policy and denied Mr. ********* claim (See T&C Exclusions, pg. 3, section e).
  
  It is also our understanding from QBE that the repair facility did not show any failure to the thermostat. Since QBE determined that no failure occurred, QBE denied Mr. ********* claim (See T&C Exclusions, pg. 3, section c).
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Extended Car warranty policy with Olive MBISP.900005995.01.01 since june 2021.On Feb 25 claim number CL-******** was filed for a mechanical breakdown. The auto shop called Olive to give them the details and they are refusing to cover the claim.

  

  Business response

  03/10/2022

  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.
  
  *************** purchased a mechanical breakdown insurance policy ("Policy")from Olive on May 19, 2021 for his 2018 **** Edge vehicle. At the time of purchase, a down payment of $166.24 was collected from ****************. 
  
  Please note that 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.
  
  On May 27, 2021, **************** took his vehicle to a repair facility due to a reported rattle noise emanating from the engine. The repair facility found the flywheel was cracked and loose, after which they recommended replacing the flywheel,torque converter, and transmission pump. At the time of repair, **************** declined a repair of the transmission pump and only the torque converter and flywheel were replaced.
  
  It is our understanding from the coverage administrator QBE Administration Services,Inc. ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that **************** had previously taken his vehicle to a repair facility on May 14, 2021 due to the same issue that was reported and diagnosed on May 27, 2021 (See CARFAX Report and Repair Order 5-14-2021). Since this issue predated the purchase of Mr. ******* Policy, QBE denied the claim as being a pre-existing failure under the terms of the Policy (See Mr. ******* Mechanical Breakdown Insurance Policy Terms & Conditions (T&C) Exclusions, pg. 8, section 19).
  
  On March 2, 2022, a second claim was filed by the repair facility stating they diagnosed a cracked flywheel after **************** complained about a rattle noise in his vehicles engine. It is our understanding from QBE that they denied this claim as being a pre-existing failure under the terms of Mr. ******* Policy because it was the same issue and diagnosis as the first claim made on May 27, 2021 (See T&C Exclusions, pg. 8, section 19).
  
  On March 3, 2022, the repair facility contacted QBE and stated **************** did have the repairs completed and that they replaced the flywheel and torque converter in Mr. ******* vehicle. It is our understanding from QBE that they advised the repair facility that the flywheel replacement part should be covered under ****s 2-year unlimited mileage warranty. It is also our understanding from QBE that the repair facility confirmed they used a **** flywheel replacement part and that it was being covered under the parts warranty. Since the flywheel replacement part was covered under a **** manufacturer warranty, QBE denied the second claim (See T&C Exclusions, pg. 7, section 1). 
  
  The repair facility also noted that they recommended **************** replace the torque converter and transmission pump as a precaution and **************** declined the transmission pump on May 26, 2021 and declined the torque converter and transmission pump on March 2, 2022. The repair facility believes it is possible that not replacing the recommended transmission pump during the first repair may have contributed to the failure of the flywheel that resulted in the second repair. A consumer not performing normal service and recommended maintenance may also result in a denial of a claim (See T&C Exclusions, pg. 8, section 8).
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a policy days after buying a low mile, used vehicle. Experienced engine breakdown and had it towed to a repair shop. Olive ended up declining the repair due to "existing wear" basically it means they can decline any break down in the future if the car is used. Sounds like a law suit waiting to happen.

  

  Business response

  01/13/2022

  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.
  
  ***************** purchased a mechanical breakdown insurance policy ("Policy")from Olive on December 2, 2021 for his 2017 **** F-150 vehicle. At the time of purchase, a down payment of $192.11 was collected from ******************. Moreover, at the time of purchase ****************** provided his mileage as ****** miles.
  
  Please note that 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.
  
  On December 20, 2021, ****************** filed a claim regarding a failure of his vehicles cam phasers. 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 the claim was denied because the failure of the vehicles cam phasers was not shown to be an immediate failure. According to QBE, a cam phaser that has developed an undesirable noise does not affect vehicle safety,performance, or emissions. Therefore, it is our understanding from QBE that the failure of the cam phasers was not immediate but rather a pre-existing condition that occurred prior to the purchase of the Policy. As a result, the failure of the cam phasers is not a condition covered under the terms of the Policy.(See Mr. ******** *************** Plan Terms & Conditions (T&C), sections 8(c) and (e).)
  
  Furthermore,it is our understanding from QBE that the claim was denied because the cam phasers for Mr. ******** **** vehicle are covered under a **** customer satisfaction program for cam phaser replacement. A mechanical breakdown covered by a manufacturers customer satisfaction program is not covered under the terms of the Policy (T&C 8(aa)).
  
  Additionally,it is our understanding from QBE that the effective mileage was not correct.According to the Carfax report for Mr. ******** vehicle, the mileage was reported as ****** miles on October 13, 2021. This is 303 miles more than the reported effective mileage when ****************** purchased his Policy on December 2,2021.  
  
  Since the vehicles cam phasers are covered under a **** customer satisfaction program, **** will cover 33% percent of the cost of the repair, which is prorated based on the vehicles mileage. Furthermore, if it can be shown that an immediate failure of the cam phasers did take place, QBE is willing to re-evaluate the claim. 
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

  Customer response

  01/13/2022

   
  Complaint: 16427495
  
  I am rejecting this response because: It was stated by **** that it needs to be replaced to prevent further damage. Also **** does not cover the repair like stated in the response, that is a flat out lie. I paid over $1,500 for the repair. 
  
  Sincerely,
  
  *****************************

  

  Business response

  01/14/2022

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by *****************************, BBB Case# ********, regarding Mr. ******** mechanical breakdown insurance policy ("Policy") he purchased from Olive on December 2, 2021. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles.
  
  As was stated in our previous response, the cam phasers for Mr. ******** **** vehicle are covered under a **** customer satisfaction program (See Customer Satisfaction Program ***** (**** Program)). Under the terms of the **** ******** Mr. ******** 2017 **** F-150 vehicle is covered by the extended warranty for the cam phasers (**** Program pg. 2). Since Mr. ******** vehicle was reported as ****** miles on the vehicles Carfax report on December 10, 2021,**** will cover 33% of the repair for the cam phaser replacement (**** Program pg. 1). 
  
  Furthermore,when ****************** spoke with a member of the Olive team on January 5, 2022, he told the team member that **** did cover 33% percent of the cost of the repair.     
  
  Since the cost of the repair was covered under the **** customer satisfaction program, according to QBE it is not covered under the terms of the Policy (See Mr.******** Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), section 8(aa)).
  
  In addition, according to the terms of the Policy, a mechanical breakdown means the failure of a Covered Part to perform its intended function due to defects in materials or faulty workmanship in its manufacturing. This does not include the normal reduction in operating performance of a Covered Part due to normal wear and tear, including parts in which wear tolerances that are outside the manufacturers specifications are exceeded that are not due to defect in material or faulty workmanship in the manufacturing of a Covered Part (T&C section 3).
  
  Per the terms of the **** ******** the cam phasers making an undesirable noise does not affect the vehicles safety, performance, or emissions. (**** Program pg. 15). Therefore,the cam phasers were still performing their intended function. Since noise in itself is not considered a failure, it is our understanding from QBE that the repair of the cam phasers was not covered under the terms of the Policy (see T&C section 3).  
  
  For these reasons and the reasons stated in our previous response, QBE denied the cost of the repair because it was not covered under the terms of the Policy.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We bought a car warranty policy from this organization (Olive) and they are refusing to repair our vehicle. We have been waiting three weeks now and even though we are fully covered under the warranty we purchased they are attempting to find every opportunity or way to not pay. Our requested resolution is for them to authorize the repairs for which we are fully covered under the warranty we are paying for. My policy number is: MBIU.900010184.01.01 ******************************* ********************************************** ************

  

  Business response

  12/08/2021

  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. Please note that Olive is not the coverage administrator of the mechanical breakdown insurance and does not therefore review, ****** or deny claims.
  

  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 mechanical breakdown insurance policy, that the claim was not denied. The information herein regarding the status of the claim is incorrect. 
  

  QBE required further diagnosis by the repair facility to properly adjudicate Mr. ******** claim. The repair facility needed approval from ****************** to perform this additional work to move forward with the claim process.
  

  It is our understanding from QBE that Mr. ******** claim has been approved for the head gasket as of December 2, 2021.
  

  If ****************** would like to follow up on his claim, please contact the coverage administrator, QBE, directly at ************** should he have any further questions or concerns.
  

  Sincerely,
  

  Olive

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically I signed up with OLIVE a automotive warranty company servicing CA. I made a payment of ****** or there about. Stated my service warranty. Aproximately 4-5 days after starting service I took my vehicle to local dealer in my city of Victorville **. I didn't file a claim because OLIVE stated and told me that dealer would do that, FALSE. I then started a claim and waited for the repairs to be done. Within a week or so I heard from OLIVE by a Claims Person named ****, and we went over my claim. And after discussing claim he said that the repair was a pre-exhisting problem and that OLIVE would NOT warranty repairs? I explained that it wasn't a preexisting problem.I had a issue that was NOT related to this current repair, and I had stated that when signing up with OLIVE, but to my frustration they still stated it was a pre-exhisting problem. FALSE i replaced the catalytic converter prior to filing a claim. And I divulged this when signing up with OLIVE. So its been over a month, and after many attempts by Victoviller **************************** to contact OLIVE and many phone calls to OLIVE claims depart. I am still not able to get my care repaired, I've talked to ***************************** on 9.24.2021 and she assured me she would get back to me NOT. To this day I have heard nothing, no calls to email no anything from OLIVE. Today is 10.1.2021 and still nothing. So I called OLIVE today to get a hold of ************** and she is not available, and OLIVE doesn't know when she will be available, I requested that my membership be cancelled but was told by ****** OLIVE **************** and she told me I had to submit something in writing thru email. Which I have done.Not to long after I spoke with representative ****** 10.1.2021 an approximately 8:20am, I received a phone call saying my OLIVE membership was already canceled and I had NOT yet sent a email to cancel my membership yet ?????. I feel betrayed and frustrated and bad business practice OLIVE!!!!

  

  Business response

  11/10/2021

  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.
  

  On June 28, 2021 prior to coverage being purchased, an Olive representative reviewed the coverage options with ************** thoroughly, including the olive ************* coverage. Later that day, ************** contacted Olive and the Olive representative read verbatim what is excluded from the policy, the exclusions in the terms & conditions, which ************** later purchased. On this date,************** provided his exact mileage as 112,311.
  

  ************* purchased a mechanical breakdown insurance policy specifically the ************* policy (*** Policy) from Olive on September 20, 2021. Also, at the time of purchase, ************** provided his mileage as ******* which is a 221 miles difference from June 28, 2021.
  

  Please note that 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.
  

  During both sales calls, ************* was asked if there were issues with his vehicle. ************** response was a clear no, there are no issues with my car. Additionally, ************** was very thorough in his questions and was concerned about working with dealerships and how to go about filing a claim and the process. ************** was informed he could contact Olive for assistance getting connected with Claims prior to filing a claim. At no time did ************** discuss the catalytic converter with his Olive sales representative as mentioned herein.
  

  On October 7, 2021, ************** contacted Olive and was transferred to the Claims phone number for assistance.
  

  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 the claim was denied due to a pre-existing condition.
  

  According to QBE:
  

  On October 10, 2021, QBE warned ************** about pre-existing conditions and requested his repair facility call to submit information for the claim. QBE was informed that the repair facility replaced the catalytic converters, but problems still existed. ************** repair facility reported that the vehicle was brought into them on September 24, 2021, 4 days after the *** Policy purchase date, and the vehicle had a mileage of ******* miles which is a difference of negative 19 miles from mileage provided at the time of purchase.The repair facility reported three concerns (1) check engine light is on, (2)intermittent radio operation, and (3) vehicle is consuming a quart of oil per week. As the vehicle is consuming a quart of oil per week, this is a sign of a pre-existing condition. QBE also warned the repair facility about pre-existing conditions being excluded from coverage and informed repair facility that they would have to show an immediate failure of parts that would have occurred from the time the *** Policy was purchased. The repair facility was to obtain ************* authorization for further diagnosis and have ************** contact QBE.
  

  That same day, ************** contacted QBE. QBE inquired about the mileage discrepancies at the time of purchase and how many miles hed driven since purchase of *** Policy. ************** stated that the start mileage provided to Olive was a guess.QBE inquired how many miles ************** had driven since he purchased the *** Policy, and he informed the claims adjuster that he had driven 0 miles before the problem started and the only mileage driven was after the vehicle started cutting out. Then, ************** took it to the repair facility. ************** was informed on this call that pre-existing conditions are not covered.
  

  The following day, the repair facility called QBE and reported that the vehicle does have a newer catalytic converter installed but it had been installed for a while. QBE asked the repair facility for any proof that can show an immediate failure. The repair facility said they would investigate. The repair facility later provided an incomplete freeze frame printout showing the vehicle had traveled zero miles and that the freeze frame data currently stored shows an active oxygen sensor code. However, the system also showed that this code had previously been reset prior to the current code which again is an indication of a pre-existing issue.
  

  On October 12, 2021, QBE informed the repair facility that claim was denied due to pre-existing conditions.
  

  Subsequently, ************** verbally requested Olive cancel his *** Policy on October 15, 2021. That day, Olive proceeded with ************** cancellation request of the *** Policy. Later, on November 1, 2021,Olive received ************** written cancellation notice via email. An Olive representative left ************** a voicemail confirming the *** policy was cancelled.
  

  If you would like to follow up on the denial of the claim, please contact QBE directly at ************* should ************* have any further questions or concerns.
  

  Sincerely,
  

  The Olive Team

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