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:06/22/2023

  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.

  We purchased a Platinum Plan for our **** Expedition. Cost of the plan ended up being in the range of $5,000. The reason we went with CarChex (plan managed by Royal Administration) was because of the great reviews and excellent sales pitch. The sales rep ******* clearly promised that the feature that sets them apart from other extended warranty programs is that they will approve repairs prior to complete failure. If a part is going out (example given: transmission is slipping), they will replace it, unlike other companies that will deny the claim until complete failure. About 1 year after the plan was purchased our ** unit quit working, a system that is clearly stated as being covered under the plan. Our local mechanic shop explained that the ** unit had scarring due to metal in the system. The mechanic clearly stated that the entire unit needed to be replaced. ** did not want to cover the cost of replacement and refused to approve the claim without sending out an inspection. ** sent out an inspector who said only the compressor was damaged, and that was all they would cover. The mechanic shop did not want to replace only the compressor, because it would not solve the problem. We spoke to ** and expressed our concern that the compressor being replaced wouldn't fully solve the problem, at that time (July 2022), ** told us that they would replace the full system if it ends up failing after the compressor was replaced. Fast forward to June 2023 and the ** is failing again, just as the mechanic warned it would, because the full issue was not resolved as they recommended initially. Once again, ** sends an inspector out and they are now refusing any repair because the failure is within the 12 month warranty period of the compressor from the last repair. The partial and incomplete repair that they essentially forced us into because they refused a full replacement of the system as recommended last year.

  

  Business Response

  Date: 06/30/2023

  Please see attached.

• Initial Complaint

  Date:05/15/2023

  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.

  Purchased Royal Admin Services to cover any costly repair for my ******* in 2018 due to car repairs being expensive. My car engine seized due to no oil. They said I did not maintain the car to manufacture specs even though the car did not make it to manufactures ***** mile oil change. There is no contract, just a brochure. But I am being told the contract states this and that but I have no copy of it. I was sold the coverage by a ******* dealership stating everything was covered regardless with minimum cost out of pocket.

  

  Business Response

  Date: 05/26/2023

  Please see response.

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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.

  Purchase date was 5/26/2022 cancellation date 4/6/2023. Amount paid in total: ****** for initial down payment and ****** a month until cancelled which equaled *******. Took vehicle for maintenance on a covered product that needed to be fixed dealership was an ASC Certified location, ********************* Chevrolet. The covered product and labor fees equaled ******, the warranty that I purchased cover for seals and gaskets, I made sure to request that added feature. When it came down to needing to use a warranty that I was paying for, the warranty would only cover said gasket and partial labor which equaled 187. Leaving an outstanding balance of ******. After going back and forth and trying to get the diagnostic fee covered along which was another 150 and then the 100 for the deductible, It would have been a waste of time and money to rely on a warranty that claimed to cover what was listed as as covered part. It is my desire, to get at least half of the money paid to this warranty company as I feel deprived of not only my money but the services that were being paid for. I do not agree with this companies theft tactics and the true deception of customers as a whole! This company should very well be investigated for bad business practices is this is truly how they conduct their business.

  

  Business Response

  Date: 05/19/2023

  Please see attached.

• Initial Complaint

  Date:04/20/2023

  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 brought my car to my local infiniti dealership to get a few concerns checked out that i had about the turbos on my car. The infiniti technician found that my turbos were creating a whistling sound but the warranty wont cover it due to there being no fluid leaks. So if the turbos are not operating correctly and could cause future issues why wouldnt carchex solve this issue now? Not all broken turbo cases are solely based off of fluid leaks. It could be broken wastegates, or even a faulty turbo bearing. Also the technician at infiniti found that my thermostat was leaking coolant and was in need of replacement. The inspector went out and told the technician the fluid leak was obvious but my claim was denied because the coolant was seeping and not dripping. Either way, the thermostat is leaking fluid and carchex warranty is declining due to a different type of leaking. Are you serious?? I have been making payments for almost 6 months now and this warranty wont cover anything!!! I want my money back from all the payments ive made, or i want my car fixed!!!

  

  Business Response

  Date: 05/01/2023

  Please see attached.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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 name is *************************** I have policy with your company CarChex my contract number is C01008611. On December 22, 2022 my car check engine light came on. I took it to the ****** dealer on December 23, 2022 to get it check out. The mechanic in the dealer said it was the transmission. You guys requested to open the transmission to see and verify the internal failure. I approved the tear down of the transmission. After about two month the dealer have not touched my car, I was very frustrated with them, so I had my car towed to a transmission shop in ***************** *******. After my car was towed to new shop, they got my approval to tear down the transmission so an inspector from your company can come out and verify the internal failure. After they came out about a day later the adjuster called me saying they will not cover the transmission because its long-term failure. I was very angry and frustrated with them. How is it possible for you guys not to cover it. How do you determine its long-term failure? What test did you guys run to determine if its long term? Even the mechanic from the transmission shop said it was not long-term failure. The mechanic also stated that you guys said that they doubt its going to get cover because I havent had the policy for long. So you guys are basing it of the fact that I only had the policy since September 2022? I am very angry with this company that they dont want to cover my transmission. My transmission broke and I pay for a warranty I expect for you guys to pay for it. My contract states that the transmission is covered if it breaks, and you guys are not honoring your part. So you guys are stealing my money. I am holding up my end of the contract on paying. Are you? All I am asking is for you guys to do the right thing and pay for the repairs. Is that too much to ask for?

  Customer Answer

  Date: 04/02/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/05/2023

  Please see respoonse

• Initial Complaint

  Date:03/03/2023

  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.

  Im filing a complaint against Royal Administration because the are refusing to pay any part of service needed for my vehicle. I have a used car warranty and they are the administrators for repairs for Carchex. They refused indicating its a preexisting issue. I had the used car warranty since 2018 with a renewal last year. I spoke with their representative ******* who said it was a preexisting issue. She refused to allow me to speak with the person who made the determination it makes me feel that as long as any repair work is not costly, they will approve it. Since I cant speak with anyone who can explain to me how they arrived at that determination, Im hoping you can assist me in resolving my issue. I do not have any documentation because they keep all documents.

  

  Business Response

  Date: 03/13/2023

  Please see attached.

  Customer Answer

  Date: 03/21/2023

  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. 

  Per the response from Royal Admin. I do not accept what they wrote in the letter about the repair of my vehicle for the following reasons:
  
  
  1. I am not asking that Royal Administration to participate or comment on any communication between myself and Car Chex (if that is the vendor the letter is referring to in paragraph 2 of their letter, because my communication has been with Royal Administration.  I spoke with a representative, *******, on March 2,2023. In our communication, she indicated that my claim was denied due to a preexisting issue with the repair in question. As I asked her what is meant by a preexisting issue? And, asked how is a preexisting condition is determined? Her response was not satisfactory, so I asked to speak with a supervisor who could explain my concern, at which she refused. 

  
  2. I understand what the coverage is but do not understand how a covered part of an engine is covered to include,  the engine block, cylinder heads, timing chain cover, and oil pan.  The repair in question is the timing chain cover.

  
  3. On 2/16/23, the Service Advisor representing ******************* out of ********, ** (not ****** Creek, **), the selected repair facility provided what repairs were needed. Initially he was told that the timing chain cover was covered but an inspector had to access the issue before a final decision would be determined.

  
  4. Once the inspector evaluated the timing chain cover issue, the Service Advisor was told that it would not be covered. He told me that he did not understand why it was not covered when initially they told him it would be covered.  I told him I would contact Royal to find out why.  That brings me to my conversation with the representative in March 2, 2023. I am trying to understand why a covered part is not being covered when my contract payments are up to date?! And, how is a preexisting condition determined? I asked the Service Advisor at ************************************ and he didn't understand what it meant since they had just diagnosed the issue?

  
   
  
  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,

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

   

   

  

  Business Response

  Date: 04/05/2023

  Please see response

  Customer Answer

  Date: 04/05/2023

  [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,
  
  *****************************

• Initial Complaint

  Date:02/14/2023

  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 buying experience is good, they promise anything you want. After you buy your warranty, it turns into a nightmare. I began my contract with Carchex in December 2019. Since then, I've only had 3 claims but every single claim was a problem. For reference, I bought their top-of-the-line, exclusionary warranty, which means everything on the car is covered unless the contract specifically excludes it i.e. maintenance-type items. My first two claims, they paid but only about 33% of the bill. This left me with hundreds of dollars out of pocket on each claim. My deductible was $100. They use ridiculous labor rates and parts costs that no one except for ***** in his backwoods garage would accept. My most recent claim was for a broken rear suspension spring. Their response was that we've never seen this before, it must have rusted through. Sorry, that's not covered. My mechanic had to send pictures showing the spring and said it clearly was not from corrosion. they decided that it needed to be inspected by one of their inspectors. The inspector looks at it, realizes that it was not from corrosion, then decides that I must have been in an accident with my car and that's what caused it to break. Claim denied! BS. I have never been in an accident with this car. I usually keep warranties on my vehicles and have never had a problem with a claim. I have asked for a refund of the price I paid for the warranty in lieu of my pursuing legal action.

  

  Business Response

  Date: 02/24/2023

  Please see attached

• Initial Complaint

  Date:02/02/2023

  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 purchased an extended warranty in August. I took the car to the ** dealership who is, per my contract, and authorized service provider. They diagnosed a problem and quoted $4600. When Royal sent the "claim administrator" out to the service department, they were unwilling to tear the entire car back down to "show him the problem". Since the "claim administrator" was unable to verify the issue, Royal Administration refused to pay because the service department at the ********** dealership's diagnosis could be wrong and they were unwilling to spend another entire day's work to prove their expertise to some random claim adjuster for a bogus warranty company.

  Customer Answer

  Date: 02/13/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/13/2023

  Please see attached.

  Customer Answer

  Date: 02/13/2023

  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 # ********.The response doesn't correspond with what I was told in regards to why the claim was denied. Why the incongruity between comments?

  

  Business Response

  Date: 02/19/2023

  Please see attached.

  Customer Answer

  Date: 02/21/2023

  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. 

  The repair facility did tear it down and determine failure.  They were not authorized to do it twice.  Is Royal Administration Services willing to pay for another diagnostic test to be completed by the facility that is certified and authorized by Royal Administration Services to perform any tests and required repairs?
  
  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:11/15/2022

  Type:Delivery 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 purchased a titanium extended warranty and paid $5200 for this plan. It supposedly covered everything. I take my car to a certified mechanic. He tells me the problem and, the cost. I give him Carchex claim number. It was for an axle replacement due to the boot tearing. Carchex won't cover this. I paid for a plan to cover everything which is what I was told it was. I want my reimbursement for the repairs.

  

  Business Response

  Date: 11/25/2022

  Please see attached

• Initial Complaint

  Date:11/08/2022

  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've been waiting for Carchecx to approve a repair to my car, it's going on 4 days now. If I knew this I would have never purchased this plan. It's suppose to provide a rental car, but they will not provide a rental car until they approve the repair. I just want my car fixed in a timely manner for the $2600 I spent on this extended warranty. This should've taken one day and I should've had my car back.

  

  Business Response

  Date: 11/18/2022

  Please see attached.

  Customer Answer

  Date: 11/18/2022

  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 The inspector also looked at the seat warmers, and was suppose to look at the power door locks which are also broken, are in my contract and should be covered. I called Royal administration, and they said they never looked at the power door locks, and the seat warmers are covered also in my contract,& and that was a mistake by them. So they are also responsible for the repair of my power door lock, and seat warmers. Which neither of those are in their response here.

   

  sincerely,

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

   

  

  Business Response

  Date: 12/02/2022

  Please see attached.

  Customer Answer

  Date: 12/05/2022

  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
  I do not except your response, after getting my car repaired for the alternator belts and gaskets you covered less than 50% of what it cost to fix, plus you did not cover diagnostic fees. So Im not sure what you will even cover on the seat warmers and door locks. Plus Ive called twice, and they said it was covered, every time ************** calls they tell them its not covered. So at this point I would just like a refund of my $2671 I spent on the plan minus the $514.66 that you paid towards the $1200 I paid for getting my car fixed with this plan. I thought this was a full coverage plan not a partial plan. See attached documents above.

  
  Regards,

  ******