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Business Profile

Auto Warranty Processing

Assured Vehicle Protection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Warranty Processing.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 July 16, 2022, my wife ***** *****i and I purchased a used 2016 BMW 5 Series Sedan *********************** *rom Caspian Auto House Inc (nowDealHunters Autos) at 3920 Jefferson Davis Hwy, Stafford,VA 22554. The total cash price, including taxes, was$27,831.74, with a $7,000 down payment. We also purchased a Vehicle Service Contract Warranty through Assured Vehicle Protection Warranty (AVP) for $3,299, with a $699processing fee for AVP GAP coverage, intended to cover the vehicle for 24 months or 24,000 miles. On Friday, March15, 2024, while driving to pick up my daughter from school, the car abruptly shut down. After towing the vehicle to BMWDealership of Fairfax, Virginia, it was determined that the ENGINE IS SEIZED and requires replacement, as detailed in the attached BMW service department report Despite numerous attempts to contact CaspianAuto (now DealHunters Autos), they have not responded to us. Similarly, AVP has confirmed our warranty is valid but the dealership/Caspian forgot to submit the AVP contract with them and they can not find the contract in their system although I have all the paperwork with me. The AVP representative is called Dave at ************ . This unexpected situation has left our family in a difficult position, managing without reliable transportation for our school-going children. My wife quit her job due to transportation challenges, and we are struggling financially, mentally, and physically. We have discovered similar complaints against AVP through extensive research, highlighting a concerning pattern of fraudulent behavior. We urgently request your intervention to resolve this matter or direct us to legal resources or authorities who can assist in addressing this fraudulent behavior. I have attached both the purchase contract, AVP contract and BMW inspection report. We respectfully request your urgent intervention to help resolve and assist in addressing this fraudulent behavior.

  • Initial Complaint

    Date:09/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 09/07 my vehicle was taken to the shop for transmission issues, hard shifting, not going over 60 mph. The shop contacted me immediately and said yes there are transmission issues this is what we found, they contacted AVP who approved my claim for $2600, which included a used transmission sourced by them for $700 plus any subsequent labor, or $2600 to be applied to the remanufactured unit provided by the shop. I approved the $700 unit, and the shop proceeded. Today 09/12 I received a call from the shop saying that “AVP” only approved $100 per hr of labor, and $1300 which in turn leaves me on the hook to pay $1600 out of pocket. This doesn’t make sense, nor is it fair to me the consumer as I am paying for this plan, on top of insurance, on top of a car payment, as well as the fact I purchased this car less than 1 year ago, this does not make sense. For me to be on the hook for paying almost $2000 out of pocket is ridiculous. This is completely ridiculous and unfair to every consumer, there are no protections, the hourly rate is low and being on the hook for paying almost $2000 when I have a car that was clearly ill maintained is disgusting behavior, and extremely predatory. I might as well purchase a new car if I have to pay $2000 for a repair on a 10 year old vehicle. Waste of my entire time, funds and time again.

    Business Response

    Date: 09/25/2023

    We contacted the customer, reviewed, the claim, and the vehicle is in process of being fixed.

     

    Customer Answer

    Date: 09/26/2023

     
    Complaint: ********

    I am rejecting this response because:
    It is inaccurate. I am not paying anywhere close to the amount that’s owed “after” warranty. I am still on the hook for close to $2000. This is not going to work, nor is it an accurate solution 
    Sincerely,

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

    Business Response

    Date: 10/11/2023

    Contacted the repair shop to see why the vehicle was not fixed. The repair shop had added extra charges to the repair that were not disclosed to AVP originally and was going to charge the customer for these charges. The repair shop sent us a third repair order with some of the charges removed. AVP approved the third repair order after talking to Lance.

  • Initial Complaint

    Date:05/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    As of 04/17/2023 my Chrysler town & country has been at the shop. The shop has tried multiple times to get things going so I can have my van worked on. This is the only vehicle I own, I need to get it fixed. I have had to call the warranty company a few times myself. They are not very easy to work with. I shouldn't have to wait more than month to have my vehicle worked on. I know the shop had told me once they got it approved it would be a few weeks. It's the warranty company holding everything up. We have been waiting on them since 04/17/2023.

    Business Response

    Date: 06/07/2023

    The shop has been having a hard time finding a suitable transmission for this vehicle. The first transmission ordered was dropped by the transmission supplier. A second transmission has been ordered last week and will be shipped this week.

    Customer Answer

    Date: 06/07/2023

    *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
    I am rejecting this response because: I feel I shouldn't have to pay anything due to how long I've been without my vehicle. The communication is terrible. I called Mon June 5, 2023 & was told they did not know anything about my transmission. Then I found out from the transmission shop that the transmission had been dropped. I've had to pay insurance on a car I haven't had two months plus car payment. If my mom wouldn't have let me use her vehicle I would have been without a job or a way to take my children to school & their appointments. I feel like this whole process shouldn't have taken more than a month.

    Regards,

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

    Business Response

    Date: 06/09/2023

    *****r, I understand your frustration in getting your vehicle repaired. As the service contract administrator, we rely on the repair facility to provide us with a diagnosis, parts and labor costs, repair times. Unfortunately getting the replacement transmission has taken longer than expected, especially since the first one was damaged. As per your request we are waiving the $200 deductible on this repair.

    Please feel free to contact me with any questions or concerns on my cell phone at *********** * ****

  • Initial Complaint

    Date:03/30/2023

    Type:Order Issues
    Status:
    Answered
    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.
    We were sold a ASSURED VEHICLE PROTECTION COMPANY extended warranty on out 2016 mustang gt. 36months 36000 mile warranty. My wife commutes with this car for work. We have owned it for right at 2 years. 2 weeks ago the car started knocking from the driverside of the motor. We called the dealership We bought the warranty through. They diagnosed it , asked for oil change receipts for the warranty claim. We provided them after a week looking We had to have the oil change shop to print them out for us. They did and we emailed the in , claimed was denied , AVP said insufficient maintenance to the car, we asked how. They said the receipts we provided had consecutive invoice numbers , this is true because the back to back print out but the po numbers reflect the actual dates and times they were performed. This has been 2 weeks ongoing about the receipts, we have called the AVP warranty claim to find out were we are on getting the repair approved and ha e even put off to 3 different people as of Tuesday March 18th we were told and inspector was going to the dealership to approve or deny the claim. Not sure what this means, but they stated someone would be there within 24-48hrs. Today Thursday March 30th , we get an email from dealership that warranty company AVP has just told them it will Monday before someone comes out. Tired of getting the runaround. This will be going on 3 weeks to diagnose, and approve or deny the claim!

    Business Response

    Date: 04/21/2023

    This vehicle was inspected by an independent inspector on 4-04-2023. The inspector found the vehicle had been modified from its original factory configuration. Vehicle service contract claim was denied due to modification of vehicle.

  • Initial Complaint

    Date:11/29/2022

    Type:Order Issues
    Status:
    Answered
    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 have a vehicle claim for a warranty repair. Assured vehicle protection is refusing to cover the cost. I have been without my vehicle since Nov 7 2022. I am a disabled veteran from another state with limited income. I have had to get a rental and cover cost for vehicle repair with **** ********* in Little Rock Arkansas. Assured vehicle protection has not provided **** ********* with the engine to make the repair and have not provided me with a time frame or any indication the engine has been ordered. I am still making payments to assured vehicle protection through my auto loan contract. Assured vehicle protection is not making the repairs neither are they covering the repair cost.

    Business Response

    Date: 01/23/2023

    We understand *** ********* concern and frustration over the time it took to get a replacement engine for his vehicle.
    **** ********** (Little Rock Arkansas) opened a claim with AVP on 11/08/2022.  AVP Claims Department found an acceptable replacement engine at ****** **** ***** on 11/18/2022, (This engine was in short supply and hard to find). ****** **** ***** made a mistake and shipped a transmission to **** ********* instead of the engine, (**** ********* received transmission– 11/28/2022). Upon finding out the mistake ****** shipped an engine to **** ********* which was installed, and then found out to be a bad engine, (Received 12-05-2022, Neither ****** nor **** ********* checked the engine to see if it was locked up before installation.). ****** **** Parts then shipped a second good engine and paid **** ********* for the first engine installation, (2nd engine arrived 12/20/2022). **** ********* finished the second engine installation, and the claim was closed on 12/23/2022 and **** ********* was paid for *** ********* engine replacement.
    We also replaced the transmission on this vehicle in March of 2022 for *** ******* at ******* ********* in Benton Arkansas.
    Please let me know if you need any additional information.

    Best Regards,   ****

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