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:01/07/2025

  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.

  This company is the extended warranty coverage for auto repairs we purchased when we purchased our car . The first repair we had to use with them was fine . It was an air conditioner system repair . It was done at the dealer . Dealer handled contact with them . We paid nothing , it was fixed. We couldn’t use a dealer because wait times were astronomical - a month or more . So we took it to a shop that specializes in what the problem is we been contacting this company. Nothing but headaches. They tell you approval this day to the shop , days later it’s not done . You try to get ahold of them , promised calls back via their que and never get one Your told they are covering everything because of their issues but the repair shop said that they aren’t covering taxes - over 200 dollars or 100 deductible , we didn’t pay that all for the ac job , we couldn’t go to dealer . This is our only car and it would sit a month before repair , we looked at two dealers . also you do extend rental but not far Enougn . Repair won’t be done for another week or so per the shop since you finally approved it , horrible service all around. 35 dollars is nothing towards a rental either .

  Business Response

  Date: 01/21/2025

  Better Business Bureau
  Re:         ****** ******
                ID
  ********
  
  Dear Sir/Madame,
  We are in receipt of your letter on
  January 16, 2025 regarding the above referenced customer and ID.  We do show that on January 3, 2025, we
  received a telephone call from Delan Transmission regarding *** ********
  vehicle.  They advised that the vehicle
  was in their facility with a complaint of transmission shuttering and burnt
  fluid smell.  We advised for the shop to completely
  diagnose the failure and provide a full list of parts and labor.  Upon the return call from the repair facility,
  we authorized the payment towards the transmission repair. 
  In *** ******** complaint, he
  states that our company was at fault for delays in the repair.  In reviewing the notes, we do not show there
  was any delay on our part for any needed inspection or authorization, just
  needed the exact failure and the parts and labor to remedy the failure.  Unfortunately, we can not control the speed
  in which a repair facility can schedule a vehicle for repairs.  Additionally, in the complaint, *** ******
  states that we were not covering the sales tax, his applicable deductible, and
  would not extend his rental allowance. 
  In the state of Florida and per Florida statute, if there is sales tax
  charged and paid on the cost of the vehicle service agreement, the subsequent
  repairs under that vehicle service agreement are not applicable to sales
  tax.  We explained that to the repair
  facility and even provided them a copy of our vehicle service agreement registration
  number, however, they continued to state it was not exempt and we did pay the
  taxes in the final payment settlement. 
  Regarding the deductible mentioned by *** ******* his vehicle service
  agreement has a Disappearing $100 Deductible per repair visit.  When covered repairs are repaired at the
  selling dealership, the deductible is waived. 
  If covered repairs are repaired at any other repair facility, the $100
  deductible applies.  *** ****** took the
  vehicle to an outside repair facility so the deductible applies.  On the rental allowance, the provisions of
  the vehicle service agreement purchased by *** ****** will pay for substitute
  transportation/rental vehicle of $35 per day up to a 5-day maximum per repair
  visit.  We authorized and paid the
  maximum limit under the agreement of $175.00 for the rental allowance.
  While we sympathize with *** *******s situation, we can not control the speed in which a repair facility can
  repair a vehicle and have adjudicated the claim in accordance with the plan
  provisions *** ****** purchased.  We hope
  our response satisfies *** ****** and the Bureau’s concerns.  Please let us know if you should have any
  questions.
  Sincerely,
  ****** ****
  Old United Casualty Company/MPP Co.,
  Inc.

  Business Response

  Date: 02/04/2025

  We are in receipt of your letter and sorry to hear that *** ****** has rejected our initial response.  As noted in the previous letter, we were initially contacted on January 3rd, 2025 which was a Friday.  We authorized the repair after receiving the diagnosis and repair estimate/cost on January 7, 2025.  The repair facility did not contact us again until it was completed on January 17, 2025 for payment.  No one can control how busy a repair facility is or how fast they can make the applicable repairs.  We paid the repair facility $4,128.34 for the transmission repair, and $175.00 to the rental car company, which is the maximum allowance under the vehicle service agreement.

  Sincerely,

  ****** ****

  Old United Casualty Company/MPP Co., Inc.

   

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are just repeating the same thing as the first response . They should make an exception reimburse full rental . They told me the approval would be done that Friday even though it was a Friday .  The shop has records contacting them multiple times and they were even rude and not helpful to the shop.  Tried to make them look bad . The shop even said they never dealt with a company this bad 
  
  
  
  Sincerely,
  
  
  
  ****** ******