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:09/03/2025

  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.

  Approx date of first letter received - 8/15/25. The letter stated my warranty on my recently purchased vehicle was about to expire or had already expired, so I needed to contact them to get a vehicle protection plan in place. I had purchased a plan from the dealer. The letter stated if I already had a plan in place to disregard the letter. I disregarded and discarded.About a week later, I received another letter with more urgent messaging. It states it is Time Sensitive and to please respond by September 10, 2025 - but they also reserve the right to revoke eligibility for coverage after 5 days. I have not set up an account with this company, but they have already assigned me a Customer ID.This sort of communication is predatory. Purchasing a vehicle can be confusing. I felt like maybe I had missed something or perhaps this was the company that was fulfilling my protection plan. This was meant to intimidate me into purchasing a duplicate protection plan.

  Business Response

  Date: 09/03/2025

  Thank you for sharing your feedback. Wed like to clarify how our outreach process works.
  Our mailers are intended to notify vehicle owners of protection plan options that may be available once the manufacturers coverage period is ending. As you noted, each letter specifically states that if you already have coverage in place, you may simply disregard the notice. We include this to ensure no one feels obligated to respond unnecessarily.
  The Customer ID referenced in your letter is not evidence of an existing accountit is simply an internal tracking tool that allows our representatives to quickly locate the mailer if a customer contacts us with questions. It does not indicate enrollment or a prior relationship with our company.
  The time-sensitive language is included because we strive to follow up during the period when long-term protection is still available at the new car level of eligibility. This is intended to highlight timing, not to intimidate.
  We regret that the communication caused confusion and respect your decision to disregard if you are already covered. Our goal is to offer information, not to mislead. We remain committed to providing clear, compliant, and transparent outreach, and encourage anyone with questions to contact us directly so we can clarify further. We have also removed your information from our systems and do appreciate the feedback!

  Customer Answer

  Date: 09/04/2025

  Complaint: 23833821
  
  I have reviewed the business' response and am rejecting it because:

  The response provided stated the business' intent was "to notify vehicle owners of protection plan options". While I cannot know their intent, the letter's language implied the recipient needed to contact the business. If the intent is to inform owners, more information should be provided and in a manner that doesn't suggest it is necessary to contact them in order to have coverage.

  The business' reply also stated they include the line about disregarding the notice to ensure no one feels obligated to respond unnecessarily. That message was included in the first mailer I received, not the one I uploaded as reference, which was the second one I received. 

  The business states their goal is to offer information, not to mislead. They state they have removed my contact information as requested. As is evident by the use of manipulative language and untrue statements, I have no reason to trust their assertion they have removed my contact information and will no longer contact me. I do hope they take the feedback seriously and no longer utilize manipulative tactics in their business model.

  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/14/2025

  Type:Order 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.

  Deceptive mail: on 08-14-25, i received a mailer from Athena Protection. It stated that if my new car warrant has expired I'll be liable for the repairs. That goes without saying. Their records indicate I have not contacted them. That's true. I do not have nor will I ever have a contract with them or any contact with them. It said I should contact them to get my service contract up-to-date. I've never had one. They want me to respond by 08-25-25. This letter sounds like a scam or fraud. I've had my car for just over 3.5 months. A lot of warranty left. They should not have a record about me since I've never talked to them or had a contract with them. This letter indicates to me, just what type of fraudulent scam they are trying to run. I request that they remove me from their mailing list and never contact me again in any form.

  Business Response

  Date: 08/15/2025

  We appreciate the opportunity to address this concern.

  
  Athena Protection LLC is a third-party provider of vehicle service contracts and is not affiliated with any vehicle manufacturer or dealership. The mailer referenced is part of a general marketing campaign intended to inform vehicle owners of available coverage options. It is not a bill or an indication of an existing contract, and it is not intended to imply that the recipient is currently enrolled in a service plan with us.

  
  We understand the customers concerns and have taken immediate action to remove their information from our marketing database. They will not receive further communications from Athena Protection in any form.
  We apologize for any confusion or inconvenience caused by the mailer.
  

  Sincerely,

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

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:08/08/2025

  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.

  Purchased extended warranty coverage on 9/18/2023 for a 2020 Buick Encore GX Preferred. I was having issues with the vehicle and on 7/30/2025 I was told by a local ** dealer that the following items were needed: SEAL-A/TRNS FLUID TEMP SEN ** RING); HPCVT FLUID; BODY ASM-C/VLV (NON-ETRS). Total cost for me to have the vehicle fixed was $1,281.11 because Athena Protection LLC refused to cover the cost of the repair.

  Business Response

  Date: 08/11/2025

  Dear Mr.*****,
  Thank you for contacting us about your recent repair claim. We understand how important it is to keep your vehicle running smoothly, and weve carefully reviewed both your service contract with *************** and the repair details from your GM dealer.
  Your plan provides Exclusionary Coverage, meaning it covers all components except those specifically listed under the exclusions section of your contract. According to your repair order, the work performed included:
  Transmission fluid temp sensor seal (O-ring)
  HPCVT fluid replacement
  Valve body assembly (non-ETRS)
  Under your coverage (page 8 of contract), seals, gaskets, and fluids are only covered when needed in connection with a covered components failure. The valve body assembly, in this case, is also excluded when the cause is related to wear, contamination, or non-covered components. Since the repairs were not required due to a failure of a covered part, they do not meet the criteria for reimbursement under your agreement.
  We understand this may be disappointing. If you wish to end your coverage, you are welcome to contact us regarding a pro-rated refund in accordance with the terms of your contract (page 15 of your contract.) We would be happy to review this option with you and provide the exact refund amount.
  We appreciate your understanding and the opportunity to clarify this matter.
  Sincerely,
  ******** *******

  Customer Answer

  Date: 08/11/2025

  Complaint: 23722088
  
  I have reviewed the business' response and am rejecting it because:
  
  The repair was needed due to the car not idling correctly and the check engine light being on. The dealership said that the warranty would not cover the repair because there had been a recall on the vehicle; however, after researching the information on the vehicle, with **************, there has been no recall on the vehicle. Therefore, the warranty should cover the repairs. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/12/2025

  Dear Mr. ************ have reviewed your follow-up regarding your recent repair claim and understand your concern about the cause of the repair and the absence of a recall on your vehicle.
  Your *************** Agreement with *************** provides Exclusionary Coverage, which covers all components except those specifically listed in the Exclusions From Coverage section of your contract. Item #7 in that section states:
  For repair costs or expenses if the vehicle is still in the manufacturers basic warranty period or covered by a recall or special policy by the manufacturer or repairs for updates or technical service bulletins.
  In this case, the dealership advised that the repair was related to an update covered under a manufacturer-issued ***************** Bulletin (TSB). Even if there is no recall on your vehicle, repairs performed solely to address a *** are not eligible for coverage under the terms of your agreement.
  Because this exclusion applies regardless of recall status, we were unable to approve the claim. If you would like, we can provide you with a copy of the specific contract page outlining this exclusion for your records from the booklet you have.
  We understand this may not be the outcome you were hoping for, but we must adhere to the terms and conditions of the agreement.
  

  Sincerely,

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

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Deceptive Mail - Attempted Vehicle Warranty Scam Complaint:I received an unsolicited letter from a company identifying itself as Athena Protection regarding my 2013 Acura RDX. The letter was designed to look like an urgent final notice, warning that my vehicle warranty had expired and I needed to call immediately to avoid financial risk. The language used is clearly intended to pressure the recipient into calling, without clearly disclosing that this is a third-party sales solicitation and not from ***** or any authorized dealer.The fine print confirms that Athena Protection is not affiliated with any dealership or manufacturer, which directly contradicts the impression given by the rest of the letter. This is deceptive and misleading.I believe this is an attempt to scam consumers into purchasing unnecessary or questionable vehicle service contracts through fear-based marketing tactics. I did not request this information, and I want to formally report this company for fraudulent advertising and attempted consumer deception.

  Business Response

  Date: 07/30/2025

  
  
  Thank you for bringing your concerns to our attention.
  
  
  Wed like to clarify that Athena Protection is a third-party provider of vehicle service contracts, and we do not claim to be affiliated with any dealership or manufacturer. In fact, as you acknowledged in your review, our letter clearly discloses this in the fine print, as required by law. We make this disclosure specifically to ensure transparency and to avoid confusion.
  
  
  The letter you received is a standard warranty notification designed to inform vehicle owners that coverage may be expiring. While the language used is urgent in tone, it is not intended to mislead but to prompt consumers to consider their coverage options and contact us if they are interested. We respect every consumers right to decline our services, and anyone can opt out of future mailings by contacting us directly.
  
  
  We understand your frustration and apologize if our letter caused any confusion or concern. We will review the wording to ensure our intention, offering optional protection services, is as clear as possible.
  
  
  Thank you again for your feedback.
  
  
  Athena Protection
  
  

• Initial Complaint

  Date:07/05/2025

  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.

  Sends unwanted mailings to my home address.

  Business Response

  Date: 07/07/2025

  We appreciate all feedback and take concerns seriously. However, we would like to clarify the situation noted in this review.

  
  Our records indicate that we have only sent a single mailing to this individual. At no time did we receive a request to opt out of mailings, which we honor promptly upon request. We fully respect consumer preferences and are happy to remove anyone from our mailing list at any time.

  
  We understand that unsolicited mail can be frustrating, but we believe this situation does not rise to the level of a formal BBB complaint, especially given that we have not been contacted directly and this is not a recurring issue. That said, we have already taken action to ensure no future mailings are sent.

  
  If the reviewer has any further concerns, we welcome the opportunity to resolve them directly.

• Initial Complaint

  Date:07/01/2025

  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.

  Contacted company just for price quotes. They then proceeded to bully me into making a decision right now, which i didn't, and told them I won't be bullied into this.

  Business Response

  Date: 07/01/2025

  Thank you for your feedback. We are genuinely sorry to hear that you felt pressured during your interaction with our team, that is absolutely not the experience we want anyone to have when contacting us.
  After reviewing the call and our internal notes, we understand that you reached out looking for information, including pricing and coverage options with a senior discount. While our representative provided the requested details and outlined the available options, its clear we fell short in how that information was communicated.
  We sincerely apologize if our tone or approach came across as pushy or aggressive. That is never acceptable, and we take your concern seriously. Regardless of any promotional timelines or offers discussed, you should never feel rushed or bullied into making a decision.
  We have addressed this internally to reinforce the importance of respectful, pressure-free conversations, especially with individuals who are simply looking for information. Your feedback is helping us improve, and we truly appreciate you bringing this to our attention.
  If you are open to it, we would be happy to speak with you again, answer any remaining questions, and ensure the experience is handled with the care and respect you deserve.
  Sincerely,

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

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/22/2025

  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.

  Athena auto coverage has been calling me non stop for the past three months after they bullied me into buying coverage for my car from them and made it very difficult for me to cancel it the next day. The last three or so months every week they have been calling me trying to get me to reconsider after I asked them nicely to stop calling and take me off there call list. Ive been told by three different people over the phone that they will take me off but then the next week I get a call again. Its getting to the point of harassment and idk what else to do.

  Business Response

  Date: 05/23/2025

  Hi *********,
  We are deeply sorry to hear about your experience, and we sincerely apologize for the repeated calls and the frustration this has caused you. This is not the experience we want anyone to have with Athena Auto Protection.
  We take your concerns very seriously, and we truly regret that multiple attempts to remove your number from our call list were not honored promptly. While we understand this should have been resolved sooner, weve confirmed that your contact information has now been fully removed from our system to prevent any further outreach.
  Your feedback is invaluable, and we are taking this opportunity to review our internal processes to ensure better follow-through and more respectful communication going forward.
  If you have any further concerns or if there's anything else we can do to make this right, please dont hesitate to reach out directly to me at **********************************************************************
  Thank you again for bringing this to our attention, and we appreciate your patience.
  Sincerely,
   ******** *******

• Initial Complaint

  Date:04/02/2025

  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.

  When I took out the auto protection insurance I was told it included electrical including heated seat and DVD player. I was also told I would only be out for a deductible. Now today I was informed that my heated seats were not included. The guy on the phone was not professional when I wanted to cancel it. I would not recommend this company. He also did not bother to tell me how much my refund would be.

  Business Response

  Date: 04/21/2025

  Ms. *****, 

  Thank you for taking the time to share your experience. Im truly sorry to hear that your expectations werent met, and I understand how frustrating that must have beenespecially when it comes to something as important as vehicle coverage.
  During the original call, our team provided a broad overview of the coverage included with your plan. Specific items such as heated seats and DVD players were not confirmed as covered, and I sincerely apologize if this wasnt made as clear as it should have been. We always aim to be as transparent as possible, and your feedback will help us continue improving how we communicate coverage details.
  I also want to personally apologize for how your cancellation call was handled. Thats not the level of professionalism we hold ourselves to, and Ill be addressing this with our team to ensure we do better moving forward.
  While we typically require a written cancellation request, Im waiving that requirement in your case. I will personally ensure your prorated refund is expedited and processed without delay.
  If you have any further questions or need assistance, please dont hesitate to reach out. We genuinely appreciate your feedback and the opportunity to make this right.
  Sincerely,
  ******** *******
  Director of Operations

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/04/2025

  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.

  I received a notice from Athena that my auto warranty was about to expire and I should call to get coverage from them. First off my car only has 3000 miles on it with full factory warranty. I also have an extended service warranty issued by the manufacturer. So Athena is outright lying to consumers to coerce a warranty purchase. I do not think this business is obtaining vehicle and personal information in a legal manner.

  Customer Answer

  Date: 02/05/2025

  Yes no further contact

  Business Response

  Date: 02/07/2025

  Thank you for bringing this to our attention.
  
  We have removed Mr. ********************** any future correspondence. 
  
  Thank you. 

  Customer Answer

  Date: 02/07/2025

  Complaint: 22899425
  
  I have reviewed the business' response and am rejecting it because: They have not revealed how and where they obtained my personal and vehicle information.

  I wish to know if this was done legally
  
  
  
  Sincerely,
  
  **** ************

• Initial Complaint

  Date:10/15/2024

  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.

  This company is engaging in a borderline scamming advertisement campaign. Using misleading ads and high pressure phone sales tactics to trick consumers into purchasing additional warranties for their vehicles, even if they have a manufacturer or dealership warranty. I can only imagine they are preying on extremely young or elderly people who do not know any better.

  Business Response

  Date: 10/17/2024

  We received this complaint on 10/15/2024 at 6:38 P.M. 
  
  We looked up the name and address on the complaint and could not find anything in our system. We also tried to look up the customer by the email address in the complaint and could not find anything in our system. 
  
  We are happy to proactively remove the mailing address that Mr. Langerak has provided in the complaint. 

  This is the address we are removing from the mailing list.

  5285 Edgewater Dr
  Allendale, MI 49401
  
  Thank you.

  Customer Answer

  Date: 10/17/2024

  Complaint: 22424235
  
  
  
  I have reviewed the business' response and am rejecting it because: I do not wish to be removed from the mailing list. I made this complaint because I believe this ad campaign is imoral and illeagle and I would like it to be discontinued
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  Josh Langerak