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:09/09/2024

  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.

  We purchased an extended warranty in December 2023. We were put on a payment plan that was to be paid off in mid 2025, however it was paid of a few months ago. We have since traded in the vehicle and called to cance the warrant/service contract and request a refund. We paid the money via Budco and purchased the warranty from ****** Security Plus. Apparently warranty is held or serviced by Automotive Products Consultants (APC). We finally were able to contact APC. The lady verified us, took the cancellation request and basilly would not answer questions about our refund on the next steps in the process. Just said wait 30 days for an update. When I asked to speak with someone else just to get more detailed answers on the process and refund, she just stuck with wait 30 days. We need more detailed information of what will happen next as far as a refund. This warranty was very expensive and I don't think we used it. If so it was only once for something very minor. The warranty was for 36 months and we had it less than 1 year.

  Customer Answer

  Date: 09/11/2024

  Update- Received an all the very next day from a senior representative. *** answered all the questions that I was asking the representative on the initial call and advised the refund check would be in the mail by the end of the week. The check arrived via expedited mail today. Thanks APC for a the expeditious service and resolution!

• Initial Complaint

  Date:08/12/2024

  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 got a letter in the mail from a *************************, stating I would lose coverage of my car warranty if I don't respond to them by July 28. I called them on July 22 thinking this was an urgent matter. Fortunately for them, because I am a new car owner, they were able to easily get me to cough up my car's VIN number AND my bank account information. They hadn't yet charged my bank account (man on the phone, a very nice man, said he'd charge me in 3 days). A day after the call, I had a nasty feeling - I knew something wasn't right. I was already paying for my car warranty through my dealership. I went to the bank and removed money from my bank account. Today, I have multiple random amounts of charges on the closed account (I was notified by my bank via text). I am not paying for this fake service that I was naively convinced to purchase. I do not want any paper bills being sent to me, from a shady billing service (ZPay) and I have put a fraud alert out on my credit score. So, I guess this was a ****** in discernment for me.

  Business Response

  Date: 09/10/2024

  The customer seems to have made an incorrect assumption about our company, and we wanted to provide the appropriate facts. First, the letter we sent did not say her warranty expired. It pointed out that the ************* Factory warranty comes with a limited amount of time. Second, we ran one payment for $215 for the customers downpayment. We ran this payment only once and it did not clear. Although the payment plan was set-up with Z-pay,because the account was cancelled prior to the first payment date of 8/22/2024,Z-pay never ran a payment. We are not sure what the other charges the customer is referring to as we only ran one payment for $215 which was authorized by the customer on 7/22/2024.

  
  It appears the customer was concerned as to who we are as a company but failed to contact us to ask before filing this complaint. The customer easily could have called the next day and we could have cancelled the plan and made sure she got her money back. We are not a scam. In fact, our company is in direct agreement to provide services to over ***** new car franchise dealers in the **. We also provide services to over 9 vehicle manufacturers. We are SOC 2 Type 2 compliant. We would not be able to do any of these things if we operated in a way the customer is insinuating.

  
  In the future we advise the customer call the merchant first when nervous about a purchase and verify information rather than making assumptions, then filing a complaint several weeks later. Art this point the agreement is cancelled and the customer never paid any more for the purchase. We will not contact the customer in the future

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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.

  I received a few letters that were on ************* letter head from my local dealer, and looked like they were coming from MB directly. I called the number and spoke with who I thought was an agent at **. I learned after the fact that she was an independent agent posing as a MB employee. I purchased an extended warranty, that I was told was through MB however I learned it was from Automotive Product Consultants. I never received an email or packet of my insurance policy and when calling, they had all of my information based off of my cell phone number. They said they would send an email immediately of which I have yet to receive and that they were to overnight my policy. None of which has happened. I was told by the "agent" that this was an extension of my original warranty from MB. Again, lies. Calls to the agent were unanswered and unreturned, going by the name of **********************(sp) ************. The number she gave me for APC was ************.

  Customer Answer

  Date: 07/17/2024

  I am working with this business and have been told I will receive a full refund.  Upon receipt of the refund I will amend my complaint.  

  Customer Answer

  Date: 07/18/2024

  I wish to retract this dispute immediately.  The president of Automotive Protective Services(APS) reached out to me, and was an absolute professional, and a very nice and understanding person. He took the time to thoroughly explain how extended automotive warranties are sold from dealerships through his company.  He was empathetic with my concern of perhaps being defrauded by the lack of follow up from their sales broker and without a policy in hand after a month.  He completely understood where I was coming from. He apologized for the gap in communication and any confusion created by the sales broker who sold me the policy.  He went on to explain why it happened (she moved into a new department - phone cal were not forwarded) however he did not use this as an excuse, he just wanted to provide transparency as to the reason, and he took full accountability.  I started the week feeling like I was a victim of a scheme and I leave the week knowing that APS is a legitimate and professional company who provides extended warranty services to over 3000 dealerships in the US  They can be trusted and if something goes wrong they will swiftly fix it.  I was offered a full refund and there was absolutely no "hard sell" for me to change my mind.  This is what good customer service looks like and I am 100% satisfied with the outcome and would recommend APS to those in search of an extended warranty.  While there was a snafu in communication - which can/does happen at every company - APS, once they learned of my issues, promptly, professionally and  hassle free made it right!  Thank you to their president who called me and remedied this issue.

   

• Initial Complaint

  Date:07/06/2024

  Type:Sales and Advertising 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.

  I and my wife recieved both an email as well as regular mail from what seemed to be ****** offering extended warranty, only to find out it wasn't when I looked up the phone number on the email and letter. When I called the number and talked to "***" I was never informed who they represented. Both my wife and myself are elderly and believe that unless they prove to us they work for ******, they are nothing more than a scam.

  Business Response

  Date: 08/08/2024

  After receiving the complaint, we contacted the customer.  As pointed out in the complaint the customer was concerned about whether or not they had actually purchased a ****** vehicle service contract from ******. We have been under contract with ****** Extended Services of North American (NESNA) for 5 years now. We provide marketing and distribution services for NESNA. Accordingly, we sell the NESNA's genuine factory program, "****** Security Care Plus" direct to ****** owners for NESNA. We made sure the customer was provided with the contract and gave the customer the information they needed to verify the contract was indeed a genuine factory backed program. part of the issue is that the customer believed the purchase would show up on the ****** application. The issue is that the service contact information is stored on a third party's system that is used for administering the program. Currently, the two systems do not interface. 
  

  We also explained that we provide services to over ***** new car franchise auto dealers as well as 9 OEM brands (vehicle manufacturers).This is basically our business.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2024

  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.

  APC Automotive Product Consultants based in ******** sent a letter that made it look like it was from Auto ************ The letter stated I had a repair done in the amount of about $600 in March 2024. ***** is a repair order number , vehicle yr make model and partial vin number. They are trying to sell me a warranty. I did not have my vehicle repaired at said location.. This is a scam and they are using private information to scan me! They shouldnt have my vin number. I called, I would not give my name or personal I information. The sales person said Auto Nation sent them the information and Auto Nation did not! I have never been to Auto Nation!! Please be aware of the scam. It should be illegal and as they are lying!!

  Business Response

  Date: 07/09/2024

  I will look up the service record based on the customer # on the letter. For clarification we send these letters out based on what the auto dealer provides to us.

  Business Response

  Date: 07/29/2024

  The consumer stated he did not want us to contact him in the future. Normally when we get a BBB complaint, we contact the consumer. But to respect the consumers wishes we will communicate through the BBB complaint process. Besides, the information the customer provided in the complaint appears to be bogus (the name submitted and email address do not match the information we have in our system.) The customer attached the copy of the letter he received to this complaint and covered up his contact information but did not cover up the customer id number included on the letter. We were able to pull up the consumer from that number. This verified that the person filing this complaint submitted bogus contact information. Nonetheless, we did locate the customer. In the complaint the consumer verifies that the portion of the *** provided in our marketing piece was accurate. That said we pulled the record up and confirmed that the mailing sent to ************************* as indeed from a service visit he paid to *************** ***** The customer claims to have never serviced his vehicle with *************** of **** however we see that the customer actually serviced the vehicle twice. Once in March of 2024 and prior to that we see a service visit in April of 2023.  We have been under contract with Autonation corporate to provide marketing services for 22 years. Autonation is a public company that owns hundreds of new car franchise dealership locations. Through our service agreement with Autonation we are provided service information for all participating locations. The consumer claims they have never serviced their vehicle with *************** ***** however the consumer in the complaint verifies the *** we printed on the letter he received. We received that data from Autonation. We know the consumer data that we printed on the letter must be accurate or the consumer would not have needed to cover that information up when submitting a copy of the letter with the complaint. Either the consumer is mistaken, or someone else is having his vehicle serviced at *************** **** which is highly unlikely. 

  We are not lying, and we are not some rogue Company stealing data. Our Company provides marketing services to over ***** new care franchise dealers in the *** as well as 8 OEM's (The factories that make the vehicles). In fact, we provide services to 7 out of the 10 largest dealer groups in the country. As stated previously, we have been providing these services to Autonation dealerships for 22 years. 

  We have the ability to get the consumer copies of the repair orders directly from *************** **** if he would like in the unlikely event someone has taken his car in for service without his knowledge. But it is our belief that the consumer did service his vehicle at the dealership and then received a letter through our contractual relationship with the dealership.  The consumer certainly can contact me directly to discuss this further if necessary. I can be reached at ************. Or we can have someone from Autonation contact the consumer directly as we have a meeting with their corporate team every other week. We can add it as an agenda item for our next meeting.

  We have added the consumer to our marketing suppression files so as to not market the consumer in the future.

• Initial Complaint

  Date:06/10/2024

  Type:Order 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 was mislead on an unsolicited phone call about an extended warranty on my car. ************************* made a number of untrue promises and had me believing i had full emergency roadside service, was covered for major repairs at a certified repair center, be allowed a rental while being repaired. I did not have the opportunity to read to contract until recently received in mail. Not what I was told! On May 30 my car broke down. Called claim service for help, was not assisted. had to pay to get my car to dealership. Was forced to agree to pay to for diagnoses before they would approve repair. Dealership found broken valves, motor shot. Now they what us to pay for more diagnoses, $1,000's more. I do not have resources for this. Feel scammed.

  Business Response

  Date: 06/25/2024

  We are currently working the the contract administrator, CARS, on the pending claim.  We will have more information by the end of the week. 

  Customer Answer

  Date: 06/27/2024

  This is ************************* / ************************************* son & POA. After more conversation with mom it seems this was a so-called bait and switch scam. ************************* with Automotive Products Consultants contacted her on the phone, unsolicited. ***** verbally promoted a policy with a $100 deductible, roadside services, certified repairs & car rental while being repaired. ***** told mom he had saved thousands on repairs in his 20 years of having the policy. My mom even asked if he was telling the truth, that she was 84 years old and need not have a lot of money, he promised he would never do that. I truly feel ***** mislead my mother completely, after review of policy with mom. She believed this would cover all cost with a $100 deductible on each claim. The policy was only sold by ***** and now we are dealing with a company, C.A.R.S., which is only wanting to delay and deny coverage of policy, which is causing problems with repair center car is presently located. The dealership was contacted and $4,700 was approved for repairs on a $12,000 estimate. My mom does not have money to cover these additional charges and also has a $9,000 loan on car she is responsible for. This complaint is contacted to another complaint against JM Motorsports who sold the car and in only 2000 ***** had the motor blow. **** at JM Motorsports promoted the car as a great deal on a solid car with only ******* miles on a Cadillac. These two complaints are intertwined and each company should be held responsible for their misleading sales tactics. We are being forced to accept repairs on car or get it off the car lot, we do not have resources to approve repairs. Mom just wants her car back and without costing her a even more money. Thank you for your attention to these issues and eagerly await your response.  

  Customer Answer

  Date: 06/27/2024

  If possible we would like to change claim amount to repair estimate of $12,000 or repair total. 

  Customer Answer

  Date: 07/03/2024

  Due to the inability to talk to a representative of C.A.R.S. or Auto Consultants Products we are at a stalemate. They have reached out to Repair center and offered $4,700 dollars towards repair total of $12,000. My mom does not have the funds to cover the balance. Repair center has been trying to work with them, but we have been left out of conversation. We have found a repair center that will do repairs for $5,000 and would like to take car there. If they would cover the $4,700 we could cover the balance. We just need some kind of communication with someone. Still feel mom was scammed by ************************* and sold a false bag of goods. Part of the problem is now if we take car off lot C.A.R.S. will void policy and then where will we be? We are reaching out to the ** for assistance in resolving these issues due to the lack of communication for either party. Please help. ******************* / POA for *********************************, contact # ************ call or text. 

  Customer Answer

  Date: 07/23/2024

  Due to our continued trouble in resolving our claim with C.A.R.S. with little to no help from salesman ************************* or Company. Our last conversation C.A.R.S. involved us taking vehicle to another repair shop with a lower estimate for repair. C.A.R.S. offered to cover $4,700 on repairs at Cable / *****. We were told by 2 different **** who would only give first names ( **** & ******) that this would be fine , it's done all the time. We asked for an email confirming this but were told they don't send emails like that. Now that we have moved car to new repair shop, the shop is being asked to give multiple estimates and backing out of the $4,700 offer on repairs. Please help us bring this to a conclusion, my mom paid what these people asked, they should do what was promised.

  Business Response

  Date: 08/22/2024

  This complaint has taken way longer to resolve than expected but I think we are finally done.  The customer purchased the Contract on 2/29/24 on a 2012 ******** SRX with ******* miles.  On 6/6/24 a claim was filed by *********************** of Topeka with CARS Protection Plus, the contract Administrator.  The repair facility reported the vehicle lost all power, died, and make a noise under the hood.  The shop stated the vehicle needed an engine and CARS requested the repair facility do a teardown of the engine to the point of failure and provide the cause and extent of damage.

  The shop provided an estimate that included an over-priced engine and labor time that was beyond the time published in the labor books for this type of repair. As a result, the estimate was going to cause the customer to come out of pocket several thousand dollars that was not going to be covered per the terms of the contract. If the customer chose an engine sourced by CARS, she would have only had to come out of pocket the labor differential which was still approximately $1500.

  The customer decided to have the vehicle moved to a different shop. The new shop agreed to use an engine sourced by CARS and submitted a labor estimate that was in line with the repair estimate from the national labor books. As a result, the vehicle was able to be fixed with the customer only having to pay the $100 deductible. The shop has been paid and the vehicle has been fixed at this point.

  We sold the contract to the customer, but we do not actually administer the claims. Thus, our role is to help resolve issues when there is a dispute between the Administrator, customer and repair facility. We stayed on top of this repair every week until it was resolved. All service contracts have limitations so as to keep repair facilities honest. Unfortunately, sometimes the shop's labor rates and estimates do not fall in line with the contract terms and conditions. We work to find solutions. The customer was very appreciative of our efforts to get the vehicle fixed. 

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  Prime Protect ********************************************************************************** Scam for vehicle service protection.First payment:: 4/2/2024 $593.30 Reported as fraud to my bank and credit card used

  Business Response

  Date: 04/30/2024

  So we have resolved the issue with the consumer.  The person who submitted the complaint is not a customer of ours.  We have spoken to the customer and already resolved it.  

  Business Response

  Date: 05/14/2024

  ***************************** was issued a full refund in the amount of $593.30.  Refund was processed back to **** card ending in 2496 on 4/22/24. 

  Customer, *****************************, contacted us shortly after receiving contract to let us know there were a couple items on the paperwork that needed to be corrected.  We were in the process of making those corrections when customer called to cancel the contract.  We canceled the contract and issued full refund on 4/22/24.  Copy of refund receipt is attached. 

  Thank you,

  ********;

• Initial Complaint

  Date:02/13/2024

  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 a 2019 *** extended warranty lasting 5 -year/125,000s, whichever came first, in August of 2020. It was advertised to me that it was a money-back warranty once the warranty had expired and the warranty was unused, which was the final selling point that led me to purchase the warranty. Roughly 2 years ago, I was almost finished paying the $3,750, and I called ***************************, a certifird Mopar Plan advisor, to see how the repayment worked. He informed me that it was not on my contract for the "money-back" clause, and that was needed to refund me the money once the warranty expires. After much deliberation, he went back to listen to the phone recording of the conversation I had with the purchaser, and it was in fact proven that I WAS supposed to receive the money-back clause in my contract. He said that he would get it fixed, and that I would be taken care of. I received an email recently stating that my contract was set to expire 03/18/2024, so I called mopar extended warranty customer service, and they told me that the money-back clause was still not on my contract, and there was nothing they could do. They sent me to the sales department, who told me that there is nothing they could do either. So I tried to call and email ***** at ************** and emailed him at ******************************** with no response.I would not have even purchased this product if not for that money-back clause, so it feels like I was tricked and lied into buying a product that was not what was advertised to me.

  Business Response

  Date: 02/21/2024

  After receiving the complaint, we researched what happened with this contract. The customer is accurate in stating the contract was initially purchased with the money back guarantee. The customer did in fact call us in August of 2022 to find out how that part of the program worked. At that point, it was identified that the contract did not include the money back guarantee option. Our company is a service provider of **********. We perform marketing and sales services under contract with Mopar Vehicle Protection (MVP) a ******** of ********** (formerly FCA USA, and formerly Chrysler Group). We are not engaged to perform customer service for the contracts we sell on their behalf, those services are performed by MVP's customer service team.  Thus, when an issue like this comes to our attention, we are required to pass it along to the customer service department of MVP for remediation. In this case, we did submit a request to MVP to have the money back guarantee option added to the contract in August of 2022.We have an email confirmation approving the correction from MVP dated 8/11/2022, but unfortunately the correction was not actually completed by them.Had the correction been made in August of 2022, we would not have received this complaint. Accordingly, we sent this email thread to MVP so that the contract could be corrected once and for all. In addition, we sent the corrected contract to the customer. I spoke with the customer directly to explain the sequence of events. The customer was very understanding and was very appreciative that we fixed the issue. He also understood the relationship of our company to MVP and that these issues involve multiple parties. I also had our sales manager send an email to the customer with instructions on how to redeem the money back guarantee given his contract will expire in a few weeks.  I also left the customer with my direct phone number so that if there are any issues whatsoever in exercising the money back guarantee, he can contact me the directly. 

• Initial Complaint

  Date:01/19/2024

  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.

  In January, I received a letter from this business asking to purchase vehicle warranty coverage and recommending a vehicle service contract for my recently purchased 2020 Chevrolet Sonic. In this letter, they impersonated the dealership that I purchased the car from ***** ***** ***** in Richardson, TX); and when I contacted said dealership, they said to ignore said letter because a third party sent it. I have identified the "third party" as this business. They have obtained my contact information illegally and impersonated my dealership in an attempt to commit fraud, all of which are federal offenses. This is an ongoing incident in which several so-called "vehicle warranty services" are involved

  Business Response

  Date: 02/07/2024

  In an effort to honor the consumer's wishes we did not reach out to the consumer regarding this complaint. Normally we always reach out in order to explain to the consumer what happened. Most of the time the complaint is not due to poor service or a lack of service but rather a miscommunication, which is certainly the case here. We actually do have a contract with Lute ***** ***** to perform marketing services on their behalf. Lute ***** is a Sonic Automotive Group owned franchise dealership. Our agreement is with Sonic Automotive and covers ALL of their new car franchise locations. We have been performing services for Sonic Automotive owned dealerships for a total of 9 years and continuously since 2018. Unfortunately, someone at the store misinformed the consumer. We have uploaded our agreement with Sonic Automotive Group as proof of our relationship. We perform similar services to over 3,200 new car franchise auto dealerships nationwide. We have been providing services to dealerships for over 22 years. 

  Due to the miscommunication, we have retrained the employees of Lute ***** *****. In addition, we have removed the consumer from future marketing by our company per his request. 

  Unfortunately, there are dozens of "direct" marketers out there either illegally dialing consumers or marketing them aggressively through direct mail using purchased marketing lists. Our company works under contract with the dealer so that consumers have the ability to buy these products from a brand they trust. We are SOC 2 Type 2 certified and all of the data we receive under contract with our dealerships to perform the services is delivered through certified interfaces.

   

   

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  I received a letter in the mail with the ***** West (my dealership) logo on it, offering me an extended warranty on my ***** CR-V. My husband and I bought an 8 year warrant over the phone on 11-29-23 and paid $3600+ for it using a direct bank payment. A week later, we received nothing in the mail confirming our purchase, so we contacted our dealership on 12-7-23 (***** West) and they told us that they had never heard of this company and that this was a scam and to cancel our contract/call our bank. The next day, we received our contract/paperwork from this company in the mail, and it states that we have 30 days from the purchase of the plan to get a 100% refund if we canceled. We canceled this policy on 12-8-23 (we have phone recordings and screenshots of all contact we have made with this company) and was told that our money would be refunded to us in 3 days. 3 days pass, and we do not receive any sort of refund. I called this company again on 12-15-23 and explained to the woman on the phone that we have not received our refund. She tells us that it will be via check and to give it two weeks from the cancelation date to receive it in the mail. 2 weeks pass from the cancelation date and we do not receive anything in the mail. We call again on 12-22-23 and speak with a supervisor. She informs us that it will not take up to a month + shipping time to receive our check. We are flabbergasted at the changing "refund time"s that we were given and we want our check is***d right now and mailed back to us. If we do not receive our check within the next 2 weeks, we will take legal action for breach of contract and will notify various media outlets on how this company is a scam and should be shutdown. Our dealership will also *** if we are not refunded (for false impersonation and other illegal practices) . This company also looks like it uses a "shell" website, with no address listed.

  Customer Answer

  Date: 01/02/2024

  I have received a check from the vendor in the full refund amount. Thank you.