Complaints

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

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Om 6/18/2024 i started getting debited for $63.99. I was again debited on 9/6, 10/8, 11/6 and 12/6. I have no plan of any type with this company. .

  

  Business Response

  Date: 12/10/2024

  We have an account under the name of ***** ***** who purchased a vehicle service contract from Burns ***** on 1/3/2024.  Payments each in the amount of $63.99 have been collected from January 2024 through 12/5/2024 each in the amount of $63.99. ***** ***** lives at the same address as ******* *****.  SPP received a phone call on 8/7 and the payment information was changed. Another call came in on 11/5/2024 and again the payment information was changed. I have attached copies of the paperwork, I'm not sure of the relationship between ***** & *******.  This customer should call our office to further discuss the account - ************.  The account # is ******.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was totaled on 7/2/24, and I contacted SPP in late August to notify them of that fact and request a refund of my money. I was advised of what procedures to do to get my money. I emailed them the paperwork on 9/19/24 they had sent to me to fill out. As of today I still haven't received my refund so I called them this morning. I was told that they had finished the refund and they were waiting for upper management to sign the check and it might take until the end of this month. I asked if I could have the money put into the same checking account that they had been taking the payments from, and I was told that they only use checks I don't think that it's fair for them to keep the money as long as they can while they drag their feet to keep the money as long as possible. It feels like a stalling tactic now that I'm no longer their customer. The *** that I spoke with said that the check was sitting there waiting for the signature and maybe I'd have it in several weeks. If not, I should call back?It's frustrating to deal with this way of doing business, especially when I need the money for my new vehicle. For me to be expected to wait almost 6 weeks for a refund is totally ridiculous and unfair to the customer, especially when they received my payments on time every month.

  

  Business Response

  Date: 10/14/2024

  The statement that we do not issue an ach credit back to the account is not correct, if a customer requests the funds under this method it is available.  In addition, the checks never wait for a signature they print with the signature already on them.  I will reach out to the customer to find out who he spoke to for training purposes since this wasn't properly handled. It is never our intention to hold a refund.  We will stop payment on the check and issue a credit back to the account on file.  The funds settle next day, however since today is a bank holiday the credit will be issued 10/15 and settle to the account 10/16.  

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am owed a refund if ******** for Account Number ******. The company has misinformed me on when my refund will be issued even using staff vacations as an excuse. Every time I call the date of mailing is pushed out a week

  

  Business Response

  Date: 10/06/2024

  The contract was cancelled on 8/26/2024 at 78.22% unearned.  A refund in the amount of $1745.36 was issued to the customer on 9/16/2024 check #236058 which cleared our bank on 10/3/2024.  

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SPP is trying to debit my checking account on a cancelled warranty for one of my vechicles. They are texting my wife on ************ and emails at ******************** We received a letter from the ***************** {Endurance} about a price increance, so we changed the coverage with them directly.

  

  Business Response

  Date: 06/17/2024

  SPP financed the vehicle service contract that was purchased on 12/12/2023 at *********************************** Cadillac. ************ never notified us about canceling the coverage.  When the June payment failed we sent notice to ************ asking him to contact us in order to keep it active. Our notices have our phone number, ************ could have called us to request cancellation and steps would have been taken to start the process.  SPP will initiate cancellation today since the dispute clearly states his intent to cancel.

  Customer Answer

  Date: 06/18/2024

   
  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

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The van I brought I no longer have it was repossessed and company stated I can not cancel the warranty and would have to continue to pay for a year

  

  Business Response

  Date: 06/17/2024

  ****************** has not contacted Service Payment Plan, Inc.  In order to cancel the contract we will need a written request, the request will be sent to the customer today via the email we have on file, once it is completed and returned SPP will notifiy the Service Contract provider, AUL to cancel the service contract.  ****************** can call our customer ********************** department at ************ and reference the account # ****** to further discuss the cancellation process.  

  A copy of the cancel request document is also attached with this response.

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023, I visited ***** ****** of ************ dealership for the ****** miles maintenance, and I was presented with the option to extend my maintenance coverage. I agreed to this extension, and my payment of $53.82 was processed. Unfortunately, shortly after this, my vehicle was involved in an accident and was declared totaled by my insurance company.I promptly contacted ***** ****** of ************ to cancel the maintenance extension contract and stop the recurring payments. I visited your dealership in person, and my paperwork was taken with the assurance that I would receive assistance. However, no further communication was received from their end.Subsequently, I was charged twice for the maintenance extension, totaling $161.46, even though I had no opportunity to use this service due to the loss of my vehicle. My attempts to resolve this matter with your dealership were unfruitful.Upon further investigation, I discovered that Service Payment Plan *** (SPP) was the beneficiary of my payments. I contacted them to cancel the service extension contract and cease the charges to my credit card. SPP provided a Cancellation Request Form, which I promptly filled out and returned to them. As a result, recurring payments were canceled, and I received a check from ****** Financial Services (TMIS) for $251.87.However, I received a communication from ****** Financial Services stating that $137.54 of the refund check was meant to be issued to Service Payment Plan, and TMIS credited $137.54 on my behalf as if it were my due to SPP. This has resulted in an unexpected due of $137.54 to TMIS, which I need to resolve urgently.My attempts to seek a fair resolution to this matter and the reimbursement of the $161.46 I paid for a service that I never had the chance to use, from both SPP and TMIS have been unsuccessful, leaving me in a state of confusion about the nature of this due and the reimbursement I should receive..

  

  Business Response

  Date: 10/06/2023

  Mr. ****** paid a total of $161.46 for the Maintenance agreement and was refunded $251.87 in error by *******  He is not entitled to more money than paid.  The $137.54 was the balance on the payment plan agreement with ***.  We paid for this contract and the customer agreed to pay the amount over 6 monthly installments.  Mr. ****** is responsible to return this amount.  Any further questions should be directed to *******

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20700311
  
  I am rejecting this response because:

  The amount of money I have to return is calculated incorrectly. 

  $251.87 - the amount I was refunded with.

  $161.46 - the amount I had paid to ***.

  $251.87 - $161.46 = $90.41 - this is the amount that was refunded over the amount I had paid to ***.

  *** did not provide any reasonable explanation why my balance is $137.54 when calculation above shows that my due is $90.41 that I am ready to return at any time.

  *** did not provide any reasonable explanation on this discrepancy.

  If I return $137.54 then the refund amount will be $251.87 - $137.54 = $114.33

  *** did not provide any reasonable explanation on why my refund amount should be $114.33 - $161.46 = - $47.13 lesser then the amount I had paid to them for the services that did not have even a chance to receive.

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

  

  Business Response

  Date: 10/06/2023

  The cancellation is not calculated by Service Payment Plan, Inc.  This is done by ****** who is the coverage provider. SPP is a payment plan provider, we pay for the coverage and the customer pays us back in interest free monthly installments.  The contract is cancelled on a pro-rata basis as per the terms of the contract.  Attached is a copy of the paperwork for your reference.  Please review Section 7 - Cancellation.

  Customer Answer

  Date: 10/10/2023

   
  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

  Date:07/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a warranty through service payment plan for my **** Escape. I paid $148.96 a month. I made 19 of 24 payments totaling $2830.05. My account was closed due to one missed payment. I contacted Service payment plan and they claimed my money had been refunded to the card on file. That was a total lie. I went back and traced the activity on this card. This company is a fraud. I called again and was placed on long hold, then told I would get a call back. I have yet to receive that call back.

  

  Business Response

  Date: 07/13/2023

  ******************** bought a vehicle service contract from ************* on 6/30/2021.  The coverage is with ***************** Services, not Service Payment Plan (SPP).  We are a payment plan processor handling the monthly payments for ***************** Services.  The customer elected to pay for the coverage over 24 equal monthly payments each in the amount of $148.95 with no interest.  We received 18 of the 24 payments for a total amount paid of $2681.28.  There were a number of failed payments as a result of non-sufficient funds during the course of the payment plan.  The 1/5/2023 payment failed twice, A text message and an email notification was sent to the customer on 1/16/2023 advising of the failed payment.  We also attempted to contact the customer by mail but the letter was returned by the post office as "no receptacle".    On 2/27/2023 we notified ***************** Services to cancel the coverage due to non-payment.  They sent our office a refund of $2,156.91, we applied this payment to the loan balance of $893.77 and issued a credit of $1,263.14 back to the Mastercard ending in **** on 3/3/2023 at 4:04 PM.  Attached is a copy of the receipt from our Merchant Processor evidencing the credit. We have no record of this credit being rejected or returned.  ******************** will need to speak with a bank supervisor with help in locating the credit to her account.

  Customer Answer

  Date: 07/14/2023

   
  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

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had aservice plan on my car, i canceled it.i was told at the dealership i would be getting a refund. icould not afford this service plan.its been 2 months iam gettinglate fees from [spp]. im missed [2] payments.i like my money back. ******.

  

  Business Response

  Date: 10/27/2022

  SPP has not received the cancellation information from ****** as of today.  I have reached out to my contact at ****** to obtain the unearned cancellation % and fee.  Once I have this information I will know what the refund amount due ****************** will be.  At the time of this complaint I do not have the necessary information to determine the refund due.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 9th. 2021 I purchased an Extended Warranty for a 2016 ****** RAV4 through ********** ******. On my Buyers Order on the right side about halfway down it shows a payment for ( SERVICE CONTRACT $1,629.00 ) and then I was to make 12 payments at $122.17 payable to ( SPP ) Service Payment Plan. On 09/02/2022 I cancelled that plan as I traded in the RAV4. I supplied them with the Buyers Order showing I made a payment of $1,629.00 yet in their email reply to me they said that the down payment was $162.90 and NOT $1,629.00 which my Contract ( Buyers Order ) shows. I have never used the plan at all. I am also attaching the Service Contract for a **** F350 which I traded in and I have used that warranty. For my F350 warranty which I have used after my refund it came out to a daily chart of $3.23 The RAV4 at their calculation they are charging me $6.36 per day. I believe they owe me an additional $829.45 which is due to their miscalculation of my downpayment by $1,466.10 which is my downpayment of $1,629.00 at ***************** and ( SPP ) Service Payment Plan statement that the downpayment was $162.90 I am only sending the F350 Extended Warranty for Comparison Only as that shows the reasonable daily fee of $3.23 and that was after I used their warranty. I am owed at a Minimum $829.45

  

  Business Response

  Date: 10/19/2022

  I placed a call to *********************  Based on the screen shot I reviewed it appears the payment of $1629.00 ******************** is referencing was included in the financing for the vehicle and also submitted to SPP on the monthly payment plan.  The document submitted is not very clear and it would be best if I could review the entire buyers order.  I asked ******************** to return my call and gave my direct phone number. 

  Customer Answer

  Date: 10/24/2022

   
  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.

  The issue was created by confusing paperwork on the previous purchase of the RAV4 which shows the Extended Warranty being paid to *****************. After reviewing my Cancelled Check to them I am satisfied that it was not paid for twice. 

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

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been trying to reach this company along with the company who convinced me to do this ..I not getting any responds from the service company nor with the auto dealer get me any help in cancellation. The number the auto car gave me was bogus and the number on the website never takes me an agent all Unavailable.my credit card is still being charged after the credit company locked my account and replacement card.. I am still calling the service plan . It's no good I can't use it unless it with the auto dealer that I purchased the vehicle from won't cover anything it's not under warranty even though I have had issues from day one . I don't how to stop the charges I have filed a complaint with my credit card as well

  

  Business Response

  Date: 09/13/2022

  Hello ***************: We are very happy and willing to help you cancel your coverage.  We do require the request in writing.  I have attached our cancellation request form for you to complete and email back to me.  One of our employees tried to call you back today (after your call to SPP) but you did not answer and your voicemail is full.

  Please complete the attached documentation, sign with an ink signature and return to me at *****************

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