Complaints
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 10 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:10/15/2025
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.
Im filing a complaint against Carchex and its administrator, Royal Administration Services, regarding my denied claim of 10/14/25 for repairing my 2012 Mini ******. ********* quoted the repair at $1,668.05, but they state my warranty will only cover $151.80. I contacted Royal Administration and spoke with ********, who informed me that they would only pay $70.95 for the part and $80.85 for labor. When I asked her where those prices came from, ******** claimed they were based on the Standard Industry Pricing Guide. I found that hard to believe and said, "Youve got to be joking. Theres no way those prices are correct." Not wanting to argue further, I ended the call. After reviewing my warranty and its clauses, I found the administrator's responsibilities state: We will pay or reimburse you for the 'reasonable costs' to repair or replace any breakdown of a listed part. I questioned what constitutes a "reasonable cost," as $70.95 does not seem reasonable. After questioning if thats possible, I was advised it is implausible and too low for a quality part. It would be a low-quality aftermarket part, used, or an incomplete component. The average cost for a fuel pump, based on my research of wholesale and standard industry prices, is between $429 and $555, excluding markup.Additionally, the standard labor rate to repair a Mini ****** typically ranges from $175 to $267 per hour. I contacted 5-6 auto repair facilitiesexcluding dealerships, as they tend to charge doubleand all estimated the repair cost between $1,500 and $1,900 for replacing a fuel pump in my vehicle. I reviewed my Plan Coverage and confirmed that it states, This contract covers ONLY the components/parts listed below: the fuel pump and components are included as covered. There is no clause or language in my contract indicating that they will not cover retail markup or retail prices for components or parts needed for repairs. For the record, I have sought legal counsel.
Business Response
Date: 10/30/2025
Please see response.Initial Complaint
Date:10/13/2025
Type: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.
Royal administration services has called me multiple times to pitch an extended car warranty on my vehicle. I have received multiple calls daily for weeks despite requesting that my number be removed and for solicitation to stop. This is frustrating and a distraction from my work and my personal life. Additionally they are calling from temporary numbers so that I cannot block the call.Customer Answer
Date: 10/24/2025
I have not heard from the business in response to my complaint.
They also have not solicited me since the complaint was filed.
Business Response
Date: 10/24/2025
Please see response.Customer Answer
Date: 10/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** FancyInitial Complaint
Date:10/09/2025
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 contacted *****, because I received a card in the mail about a warranty. I assumed it came from the dealership I bought my vehicle from it was not. At first, I agreed to this contract, but when hours we cut at work, I called to cancel. This man named ***** was fine until I informed him, I wanted to cancel. He then became rude and would not listen to me. He kept making me feel bad about canceling. But I continued telling him to cancel, He then said when I get information in the mail it'll tell me how to cancel. The whole thing is confusing and when you go to one website it takes you to another website and then another. I want my full amount refunded to me. The current payment they took out after I called to cancel put my account in the negative.Business Response
Date: 10/09/2025
see attachedBusiness Response
Date: 10/19/2025
Please see attached,Initial Complaint
Date:08/24/2025
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.
Purchased an extended warranty from this royal administration services for approximately $5000.00. I currently have the ford f150 king ranch at town ***************** for repairs. Royalty warranty will not pay for the repairs on my truck that I purchased their warranty to cover. The companies first excuse for not covering the repairs is not showing proof of oil changes. I then provided the receipts for the oil changes. Then it was the oil change receipts werent signed. I dont know anybody that has signed receipts for oil changes. Then they stated there was sludge and oil in the engine so they arent covering it. Well this is why I purchased the warranty to protect myself from a huge cost of a repair if the previous owner didnt take care of this truck. So I really just dont understand why they are not covering this instead of coming up with different reasons why they are not covering it.Business Response
Date: 09/03/2025
Please see attached.Initial Complaint
Date:06/13/2025
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.
On 8/19/23 I bought a 2011 *** 528i, I got an extended warranty from Carchex on 8/22/23 for $185/month for their Preferred Coverage Plan. In November of 2024 the engine did not start. I had the car towed to my dealership for inspection. They found an issue with the timing chain that had broken apart. I contacted Carchex who then referred me to Royal Administration, a company I had never heard of. ******* told me the warranty policy comes from Royal and they handle any claims and all ******* does is sell the warranties. I called Royal Admin and they sent an inspector to look at the car and requested my oil change records, which I provided. The inspector visited the dealership said they didn't see anything. I called them a few days later and Royal requested a complete tear-down of the engine. I talked my dealership into doing this and once done Royal sent another inspector out who said he saw nothing and the denied my claim. I am now ready to take Carchex to court as this has seriously damaged my life. Here is the dealership letter:This letter serves as an explanation as to what possibly could have happened to the catastrophic engine failure on above referenced vehicle.The vehicle in question came in on a tow truck November 20th 2024. Upon further investigation, we found total engine failure due to Timing Chain coming apart. Inside the oil pan, was evidence of Metallic fragments and plastic debris from Timing Chain Guides. Also, there was normal discoloration (slight brownish color residue) on the ************ Pan consistent with the age and mileage of the vehicle (******* Miles). All oil passages within the crankcase are clear of any sludge material. The Timing Chain failure was in no way caused by any type of external factors like Sludge build up. Rather, normal wear and tear of the chain guides.Due to contamination of the crankcase by the metallic fragments, this type of failure isnt correctable/ fixable and requires engine replacement scope of work.Business Response
Date: 06/26/2025
Please see attached
Initial Complaint
Date:03/05/2025
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.
On 7/14/23 I got a call from vehicle protection group offering a warranty coverage plan for $189.17 a month for 18months Over the phone I was told it will repair major mechanical and electrical issues at no cost. As long as the coverage is paid in full. IF NOT ITS A $50 deductible. On 1/28/25 my vehicle is in the need of a repair thats covered from the warranty company **************** told me I will need to pay the full cost of my repair and I will get reimbursed 40% of the repair fees So over the 18th span that was $3,600 that came out of my pockets. The repairs on my vehicle is about $700 and Im only going to get back $280 for reimbursement IF I was to pay for it . WHEN THE WARRANTY IS PAID IN FULL - THIS BUSINESSES NOT BENEFICIAL AS IT CLAIMS TO BE ITS A COMPLETE SCAM MEPCO -3rd party payment process company (Only handles payment) Vehicle protection group SOLD ME THE POLICY. ROYAL HANDLES CLAIMSBusiness Response
Date: 03/17/2025
Please see attached.Customer Answer
Date: 03/19/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:01/24/2025
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.
My Vehicle Broke down after only 22 Miles. I started the claim process, the dealership stated that the Vehicle needed a new engine. Royal Sent an inspector out, I was called a few hours later by Royal and they let me know my Claim was denied due to the Engine Overheating. Well they cover the components of the Engine and the Part that caused the Overheating was the Head Gasket. As soon as an issue with that specific part is present the Vehicle Instantly Overheats. As soon as the Temp started to Raise I pulled over and shut the Vehicle off. My car did not overheat for even 1 full Minute before it was turned off. How can they state they are denying my claim due to damages I caused due to overheating? If they cover the Head Gaskets they Cannot deny a claim due to overheating. This matter will also be getting brought up with proper channels involving the ****** **** Warranty act for Wrongful Denial of Claim if Royal does not want to honor their contract. I have asked for a copy of their Reason for Denial in writing after their Vocal Statement and I have still not received it nor did they state they would send it. I just want them to honor their Contract with me following the ****** **** Warranty Act Guidelines. Not to mention they Cover the Engine cooler as well, a lot of their Covered items would cause a vehicle to overheat if they needed replacement, so how is it that those items are covered if they Fail? Here is also a statement showing the vehicle had no Codes before the incident happened.Customer Answer
Date: 02/04/2025
I have not heard from the business in response to my complaint.Business Response
Date: 02/04/2025
Please see attached.Customer Answer
Date: 02/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As I have stated previously, for Royal Administration to state that they cover certain internal components including the head gasket and radiator, but then claim the exclusion of "Overheating" is absolutely made in bad faith and what the *** states in a blatant "Loophole to Deny Valid Claims" if you see from the first attachment the vehcile had Zero codes until After the Failure Occured. Coolant will also be low in a vehicle after it overheats because moisture evaporates under heat. My claim was valid, I am asking for Royal to do what was promised to me when I purchased their product, before *************************** files Their Formal Complaint on my Behalf. I am giving Royal the opportunity to do what they promised before getting other parties involved that have the authority to force an action.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Caleigh
Business Response
Date: 02/10/2025
Please see attached.Initial Complaint
Date:12/31/2024
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.
***************** is finding ways not to pay.Business Response
Date: 01/13/2025
Please see attached.Initial Complaint
Date:11/15/2024
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 extended warranty on my 2015 ***** Encore and they will not honor my contract. They come up with different reasons not to payBusiness Response
Date: 11/25/2024
Please see attached.Customer Answer
Date: 11/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Litsa
Initial Complaint
Date:10/13/2024
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 have a 2016 2.0L turbo ************* Fusion with less than ****** miles that's been in the shop/dealership for over 2 months. It pretty much needs a new engine, due to coolant leak ($5000+). This has been a known manufacturing issue. I'm currently without a car because the extended warranty company and **** were going back and forth and the extended warranty company (Royal Administration) has denied my claim. My extended warranty is for 84mo/100,000miles (it's within both), but because the warranty company states this is a known issue (TSB) with a class action lawsuit, and any known issue is not covered under my contract. **** States this is out of their "known" range, even though other vehicles with the same year, make, and model were recalled for the engine repair/replacement. There is not one specific TSB for my actual year, make, model, engine size. All TSBs found were either in the correct year, but different engine size, or correct engine but 2017 or newer. The extended warranty company is breaching they're contract and have yet to ACTUALLY provide an explanation/proof of claim denial. They keep mentioning the **** and lawsuit, but the lawsuit is still IN LITIGATION and service bulletins do not pertain to my vehicle. I feel I'm being scammed and that they'll try and drag this out until my contract is expired.Business Response
Date: 10/23/2024
Please see attached.
Royal Administration Services, Inc. is BBB Accredited.
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