ComplaintsforCarSure
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/12/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I had a five year policy with this company five years and filed for three minor claims ( others were denied and I had to come out of pocket) for a car with over 100k miles. They paid out a total of $1700 over four years. I went to cancel based on the policy expiring in 14 months (and purchasing a new car) and Carsure did not offer any probated refund amount but wanted to upsell a diamond policy for a new car I purchased. The policy or working with this company is not worth it.Business response
08/18/2022
August 18, 2022
*** ******,
We received Complaint No. ******** submitted to the Better Business Bureau regarding the calculation
of your cancellation refund.
On November 1, 2018, you purchased the Powertrain Plus Vehicle Service Contract No. *********** (the
“Contract”) for a **** ********* ****** (VIN No. *****************).
On August 12, 2022, you contacted CarSure stating that you had sold the **** ********* ****** and
wanted to cancel the coverage for that vehicle and transfer the remaining 14 months left on the Contract
to a new vehicle. As the customer service representative explained, the Contract only provides coverage
for the vehicle it was originally purchased for and cannot be transferred to a different vehicle. The
Contract would need to be cancelled and a new plan would need to be purchased for the new vehicle.
You expressed interested in coverage for your new vehicle, so you were transferred to a sales
representative who did explain the available coverage options.
After 60 days, all Contracts are cancelled using a pro-rated calculation:
F. Cancellation of Your Contract
4. How Refunds are Calculated
If this Service Contract is canceled within sixty (60) days from the Contract Purchase Date and a
claim has not been incurred, We will refund the entire Premium, unless otherwise indicated by
Your state (See Section VI. Special State Requirements). After sixty (60) days or if You have incurred
a claim, We will refund an amount of the Premium according to the pro-rata method reflecting
the greater of days in force or the miles driven based on the term of the plan selected and the date
Coverage begins, less a seventy-five ($75.00) administrative fee and less any previously paid claims
unless otherwise indicated by Your state (See Section VI. Special State Requirements). All refunds
will be paid to the Lienholder if any, otherwise to You.
Initial Complaint
02/26/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I bought an extended warranty contract for my automobile from them 34 years ago . They said they would give to me additional 100,000 miles which would total 194,725. My vehicle is at 182,000. they cancelled my contract 07/19/2021. My contract # *********. Coverage was Sentinel. This is not how you do business . They lied just to get the money. When I bought it I had 94,725 miles. When I purchased this I was living in District Heights Md and I was on a payment plan each month. What can be done about this.Business response
03/01/2022
Ms. *******,
We received your complaint and reviewed Vehicle Service Contract No. *********. The contract purchase date was June 20, 2016 with an odometer reading of 93,725. The contract terms were for 60 months or 100,000 miles whichever comes first. Per the contract “All Service Contracts expire by either time or miles.” Your contract was not cancelled, it expired by time on June 19, 2021 which is 60 months from the date of purchase. Please see Page 3 of the attached contract with the highlighted terms. Please let us know if you have additional questions. If you would like to speak with someone directly, you can call our Customer Service Department at ***********.
Compliance Department
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.