Complaints
This profile includes complaints for PayLink Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 60 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/08/2022
Type: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.
Date of Transaction: 9/17/22 Amount paid: $100 ************ sent a pink notice in the mail stated that my car warranty was going to expire, and I had to purchase a services contract on September 15. I called this number on September 17th, and the customer sales rep (spoke to a female) stated that my warranty coverage expired, so I was pressured into putting down a $100 deductible (even though I already had warranty coverage with the dealership where I got my car from). They set me up for monthly payments of $185, and that I could not use this coverage until November. I no longer wish to use this service and would like to request a refund of my deductible, no further charges from this company, and a complete cancellation of my account. I tried to contact a customer service rep a few days ago in regards to this issue, but they were very rude and argumentative. Their lack of professionalism is very disappointing. I have also contacted my bank regarding this issue as well. My Contract#: MRT130975
Business Response
Date: 10/13/2022
Dear Sir or Madam:
This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on September 17, 2022, ************** purchased a vehicle service contract from ********************************* LLC (USAPS), a third-party marketer selling vehicle service contracts on behalf of ********************* At the time of sale, a down payment of $100.00 was collected directly by USAPS.
Furthermore, our records indicate that the service contract was cancelled on October 12, 2022 before any monthly payments were collected by PayLink.
Please note that that the only communication that PayLink had with ************** prior to this complaint was in the form of a welcome letter and a monthly bill, both issued to his address on file.
In an attempt to assist **************, PayLink forwarded the contents of your inquiry to USAPS, the sales agent and company that handles customer cancellations and refunds. It is our understanding from USAPS that the only time they spoke to ************** was at the time of purchase. It is also our understanding from USAPS that they issued a full refund of the down payment of $100.00 to **************** credit card on file on October 5, 2022.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact USAPS should there be any further questions or concerns. USAPS contact information is as follows:
********************************* LLC
100 ************
Ste. 121
**********, ** 63385
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink DirectInitial Complaint
Date:10/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a service contract with ************* for a used car from my dealer Auto House. Other than my down payment s Paylink debits me monthly. I canceled my contract on 8/25/2022 ************* refunded my policy to Paylink and the check was paid to Paylink. **** standard said it takes 30 days for refund and to contact Playlink for my $736.38. After getting the runaround Paylink is telling me to contact my dealer who sold the policy to collect my refund. The dealer said they dont refund and my money was paid to Paylink for ************* who tells me to call Paylink who they sent my refund to. I should have been refunded 30 days from 8/25/2022 and Ive yet to receive my refund.Business Response
Date: 10/24/2022
Dear Sir or Madam:
This letter is in response to the complaint submitted by *****************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on March 19, 2022, ****************** purchased a vehicle service contract from ************************ (Auto House), a third-party dealership selling vehicle service contracts on behalf of ******************************** **************** At the time of sale, a down payment of $400.00 was collected directly by Auto House.
Furthermore, our records indicate that the policy was fully cancelled in our billing system on September 29, 2022. Accordingly, no further payments have been or will be collected from ****************** by PayLink.
Please note that PayLink provides different tools and services to assist dealerships in calculating any refunds that *** be due to customers. However, PayLink is not a party to the vehicle service contracts and any refunds due to customers are to be paid by the dealership.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ************** the administrator of her policy. It is our understanding from ************* that on August 25, 2022, ****************** was referred to Auto House, the dealership and company that handles customer cancellations and refunds, to obtain a cancellation request form. Per ******************* House was made aware of the intent to cancel as they supplied ****************** with the cancellation form. ************* has also indicated that they will speak to Auto House to ensure that any refunds due to ****************** will be issued by Auto House.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto House or ************* should there be any further questions or concerns. ********** and *************s contact information is as follows:
************************
1245 **************.
******************, ** 60515
*************
********************************
PO Box 1322
******, ** 84020
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink DirectCustomer Answer
Date: 11/01/2022
Complaint: 18184619
I am rejecting this response because:
Gold Standard has told me they refunded my account to Paylink and they are responsible I am contacting Am Arbitration per contact about arbitration
Sincerely,
*****************************Business Response
Date: 11/16/2022
Dear Sir or Madam:
This letter is in response to the rebuttal submitted by *****************************, BBB Case #********. Please be advised, PayLink Direct (PayLink)processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Enclosed is a copy of Ms. ********************* House Contract.Under the terms of the Auto House Contract, any refunds due upon cancellation are to be issued by ************************ (Auto House), the dealership and sales agent for Ms. ******** policy, or ******************************** **************** the administrator of her policy. (See pg. 6-7).
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to ************** the administrator of her policy. It is our understanding from ************* that they have spoken to Auto House and urged them to issue the refund due to ****************** as soon as possible.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Auto House or ************* should there be any further questions or concerns. ********** and *************s contact information is as follows:
************************
1245 **************.
******************, ** 60515
*************
********************************
PO Box 1322
******, ** 84020
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink Direct
Enclosure.Customer Answer
Date: 11/18/2022
Complaint: 18184619
I am rejecting this response because:I spoke to both Auto House and ************************ who have told me they disagree and have contacted you, Paylink. ************************ fully refunded you Paylink (the company who processed payments) in September 2022 my policy via check in the amount of $2719.60 If you want ************* or Auto House to refund me, please refund my policy to them. My policy was canceled in August and refund to you in September and it is now November and I have not been refunded.
Sincerely,
*****************************Initial Complaint
Date:10/07/2022
Type: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 viewed several other complaints targeting older purposed clients with this Paylink Vehicle business. My 75 year old mother was being charged ***** a month for 5 months before she noticed the abnormal charge and called it in to the bank. The fact that there are several other elderly clients who have been targeted is a shame. In a world where taking advantage of the elderly is abuse, these folks dont care at all. And why hasnt BBB or any other organization helped this situation from reoccurring?Business Response
Date: 10/14/2022
We received the attached review from ***************************** writing on behalf of her mother, BBB Case #********. We were unable to locate her mothers account with the information provided in the complaint. I have reached out to ******************** several times using the contact information provided in the complaint but have not received a response. Therefore, I dont have proof this is one of our customers.Thanks,*****************************Initial Complaint
Date:09/20/2022
Type: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.
Complaint taken over the phone by H32**3233343630353631H staff SE Reached out to the business August 2022 and I thought I was signing up for a home H31**303835363538**38H for $99 but they took out $185.00. When I called them they told me that I actually signed up for a auto H31**303835363538**38H and they told me I could get my money back but I haven&#**;t received it yetBusiness Response
Date: 10/03/2022
Dear Sir or Madam:
This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on July 1, 2022 ****************** purchased a home service contract from Like New Home Warranty (Like New), a third-party marketer selling home service contracts on behalf of ********************** At the time of sale, a down payment of $100.00 was collected directly by Like New.
Enclosed are copies of ****************** Like New Contract as well as the PayLink Payment Plan Agreement for the Like New Contract.
In an attempt to assist ******************, PayLink forwarded the contents of your inquiry to Like New, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Like New that ****************** called their office on June 27, 2022 to purchase coverage for her home. Per Like New, since ****************** was unable to pay the down payment that day, the sales date and date the down payment was collected was post-dated to July 1, 2022. Like New has also indicated that a copy of ****************** policy was issued to her address on file on July 5, 2022. Per Like New, they have not spoken to ****************** since she purchased her policy and no one from their office stated that the coverage was for her vehicle. Like New does not sell or market vehicle service contracts.
If ****************** would like to cancel her policy, she can contact Like New at ************* during normal business hours.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Like New should there be any further questions or concerns. Like News contact information is as follows:
Like New Home Warranty
2973 ***********.
Ste. 240
**********, ** 92626
*************Sincerely,
*****************************;
Compliance & Contract SpecialistPayLink Direct
Enclosures.Initial Complaint
Date:09/18/2022
Type: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.
Around the 1st of September, I received a very official looking Final Notice of my auto warranty expiring. I finally called the number to get more information as I had purchased the used vehicle 6 months ago. The representative made it perfectly clear this was regarding my car (make & model) I purchased 6 months ago. I questioned the representative about the "expiring soon" warranty having been handled by the car dealership. The representative said the dealership doesn't activate the warranty. He said I was supposed to have done that myself therefore the warranty was expiring in a few days. That scared me as I need the extended warranty on my used car. The cost to activate was $183.14. Not only did I fall for the activation fee, the representative said NOTHING about the same fee being charged to my credit card monthly. The scam continues as I have not received any information from the actual warranty company - only a bill from Pay Link Direct which is NOT the warranty company but a billing service. SKY AUTO PROTECTION flat out lied!I filed a fraud report with my credit card company. First ************* of ***** rejected my fraud claim because I participated in the transaction.How can I fight this fraud? I have yet to receive anything documentation from SKY AUTO PROTECTION.Business Response
Date: 09/27/2022
Dear Sir or Madam:
This letter is in response to the complaint submitted by *********************, BBB Case #********. Please be advised, PayLink Direct (PayLink) processes payments for customers who purchase vehicle or home service contracts for their automobiles or homes. PayLink does not sell or administer vehicle or home service contracts and is not a party to vehicle or home service contracts.
Our records indicate that on August 12, 2022, **************** purchased a vehicle service contract from Sky **** Protection (Sky ****), a third-party marketer selling vehicle service contracts on behalf of **************. At the time of sale, a down payment of $183.14 was collected directly by Sky ****.
Enclosed are copies of Ms. ******* Sky **** Contract as well as the PayLink Payment Plan Agreement for the Sky **** Contract.
Furthermore, our records indicate that the service contract was cancelled on September 19, 2022 before any monthly payments were collected by PayLink.
In an attempt to assist ****************, PayLink forwarded the contents of your inquiry to Sky ****, the sales agent and company that handles customer cancellations and refunds. It is our understanding from Sky **** that they attempted to contact **************** in response to this complaint but have been unable to reach her. It is also our understanding from Sky **** that **************** contacted their office to purchase a vehicle service contract, provided her VIN and vehicle mileage to them at the time of sale, and that they advised her of the monthly payments. Furthermore, per Sky ****, **************** called their office again on September 19, 2022 to cancel her policy. Sky **** has indicated that they cancelled Ms. ******* policy per her request on September 19, 2022 and issued a full refund of the down payment to Ms. ******* credit card ending in **** in the amount of $183.14.
For these reasons, we consider the matter resolved as it pertains to PayLink. Please contact Sky **** should there be any further questions or concerns. ********* contact information is as follows:
Sky **** Protection
5750 **************.
Ste. 430
******, ** 60077
*************
Sincerely,
*****************************
Compliance & Contract Specialist
PayLink Direct
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