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Complaint Details
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Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/31/2021 I had reviewed the estimated cost for repairs to ************************* *** 528i. Olive claims advised they would provide a replacement engine, though they would not provide me any information on the vendor, where it was coming from, or delivery. I was only informed that if I did not accept their parts, the customer would be responsible for any costs above the ones they purchased. Again, these parts we were not informed of, so the vendors information was kept secret. Without another option, as the parts were significantly cheaper than I could source, we agreed to accept their engine. Once it arrived, we noted there were issues. The engine had oil leaks, and it was not from the same vehicle. In order to use this engine, components had to be transferred (oil pan, bed plate, oil pickup, filter housing, coolant housing etc.) above and beyond a normal engine swap. I then contacted Olive claims, advised them of the situation we were facing, the representative advised they would have some
Business response
09/17/2021
Dear Sir or Madam:
This letter is in response to the complaint submitted by repair facility representative, *********************** on behalf of *************************, BBB Case #********. Please be advised, Olive sells mechanical breakdown coverage to consumers for their automobiles.
Please note that Olive is not the coverage administrator of the mechanical breakdown coverage 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 coverage, that it contacted **************** repair facility representative,****************, regarding the concerns mentioned herein and an agreement had been reached.
Additionally, an Olive representative contacted **************** to confirm this matter was resolved. **************** stated he was satisfied with the resolution and would withdraw this complaint.
If **************** or **************** would like to follow up on this claim, please contact QBE directly at ************* should they have any further questions or concerns.
Sincerely,
The Olive Team
Initial Complaint
08/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I emailed the company three times asking to cancel my coverage, however, I kept getting an autoreply asking me to email them again. I did it three times and have documentation. Unfortunately, the company still charged my credit card and has not cancelled my policy. I called them and they said to email them, to which I informed them that I had done that three times. I just want to cancel my policy and receive back my $36.10 of premium. They are making this impossible to just cancel a policy.Business response
08/31/2021
Dear Sir or Madam:
This letter is in response to thecomplaint submitted by ***************************, BBB Case #********. Please be advised, Olive sells mechanical breakdowninsurance to consumers for their automobiles.
Our records indicate that on July26, 2021, ******************** purchased a mechanical breakdown insurance policy (MBIpolicy) from Olive for his 2017 **** F-150. At the time of sale, a downpayment of $36.10 was collected from ******************** by Olive.
Furthermore, our records indicatethat ******************** contacted Olive by phone on August 19, 2021 to requestcancellation of coverage. At that time, Olive requested ******************** email hiscancellation request to ******************************* inorder for Olive to proceed with cancellation and issue the appropriate refund.On August 20, 2021, Olive emailed ******************** as a follow up to confirm hiscancellation request.
On August 27, 2021, ********************* Olive to inquire about his cancellation request and request a refundof the August 26, 2021 monthly payment of $36.10. At this time, ******************** Olive that he sent a cancellation email on August 19, ********************* addition, ******************** forwarded to Olive his initialcancellation request that day. Olive immediately completed cancellation of Mr.Abdallahs MBI policy and issued a full refund of his down payment and firstmonthly payment in the amount of $36.10 each for a total refund of $72.20.Olive confirmed cancellation and refund amount issued with ******************** byphone that day.
After further review, Oliveexperienced a technical issue regarding ************* initial email sent onAugust 19, 2021. We appreciate ******************** contacting our office directly onAugust 27, 2021 to resolve his concerns. Olive is working diligently to correctthis technical issue to prevent any other delays regarding cancellation andrefund requests.
Olive strives to provide eachcustomer with the best customer service experience by processing all inquiriesand requests in a timely fashion and to the best of our ability.
Should you have any questionsconcerning the above, or if we can be of further assistance, please do nothesitate to contact us at *************.
Sincerely,
The Olive Team
Customer response
08/31/2021
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
08/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My son paid for a extended warranty from Olive around the middle to the end of July 2021 his air in his 2014 x3 *** started acting funny about a week later. He took it to the *** repair shop on July 29th 2021 and they said the air conditioning unit needed to be replaced. Olive refused to pay for the parts for the work to get done.Business response
08/17/2021
Dear Sir or Madam:
This letter is in response to thecomplaint submitted by ****** Wafer on behalf of *****************************(Consumer(s)), BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance toconsumers for their automobiles. Please note that Olive is not the coverageadministrator of the mechanical breakdown insurance and does not thereforereview, ****** or deny claims.It is our understanding from the coverage administrator QBEAdministration ************** (QBE), the company that has the contractualobligation to adjudicate and pay valid claims under the terms of the mechanicalbreakdown insurance policy, that the claim was not denied and this information theConsumers received regarding the status of the claim from their dealership wasincorrect.
On August 13, 2021, an Olive representative contacted theConsumer to address her concerns mentioned herein, provided further directionon claim process(es), and that this matter has been resolved.
If Consumers would like to followup on their claim, please contact the coverage administrator, QBE directly at ************** should they have anyfurther questions or concerns.
Sincerely,
Olive
Customer response
08/24/2021
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. They really went the extra mile to take care of me and I really truly appreciate the timely response to and for my car issue! In the future I will definitely refer olive to anybody asking. Thank you again and God bless !
Sincerely,
****** Wafer
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Get a QuoteCustomer Complaints Summary
34 total complaints in the last 3 years.
10 complaints closed in the last 12 months.