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:06/22/2025

  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.

  A Mail arrived in Post from Vehicle Assurance with urgent action required and I have never had bussiness with said company. They used my name and gave me a customer code stating Important ********************** Information. Instructed to call ************** ***** ***** ******************

  Business Response

  Date: 06/25/2025

  We have received and reviewed the request made by ***** ****** and apologize for any inconvenience our letter may have caused.  We wanted to confirm that we have removed her name and address from our mailing list so that she no longer receives offers from Vehicle Assurance in the future.
  
  

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/12/2025

  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.

  For years, this company has been sending fraudulent letters to me regarding ***************** Plans". I do not have a warranty with this company. The terms and conditions in these notifications are scams. I have my own warranty with the dealership I purchased my vehicle from, and these scammers will not receive one thin dime from me. I want these fraudulent notifications to cease and desist expeditiously.

  Business Response

  Date: 06/13/2025

  We have received and reviewed the complaint made by **** **** and apologize for any inconvenience our letter may have caused.  We wanted to confirm that we have removed her name and address from our mailing list.  Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail Ms. **** in the future. 
  Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods.  We are not associated with any of these other companies,nor do we do business with or share information with any of these other companies.

  Customer Answer

  Date: 06/14/2025

  This company does not have their address on these annoying letters. In the past, my service provider has warned me these letters are a scam. I would like my name PERMANTELY REMOVED, not for them to wait another 1 month and then contact me again. I want these letters to CEASE AND DESIST IMMEDIATELY, WITH NO FURTHER COMMUNICATION FROM THIS COMPANY.

• Initial Complaint

  Date:04/23/2025

  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.

  Remove me from your mailing list immediately. I do not own a car and dont want your junk mail. Do not share my information.

  Business Response

  Date: 04/25/2025

  We have received and reviewed the complaint made by ******* ***** and apologize for any inconvenience our letter may have caused.  We wanted to confirm that we have removed her name and address from our mailing list.  Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail Ms. ***** in the future. 
  Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods.  We are not associated with any of these other companies,nor do we do business with or share information with any of these other companies.
  

  Customer Answer

  Date: 04/25/2025

  Complaint: 23240023
  
  I have reviewed the business' response and am rejecting it because: I dont own a car and I am in the DMACHOICE list so if you only use direct mail you should have never sent a letter to me. Try using ethical methods for advertising and stop harassing people.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/17/2025

  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.

  My vehicle needs repairs to the radar unit associated with the Automatic Collision Control (ACC) system. My claim is being denied by Vehicle Assurance (ph # ************), based on their interpretation of par E 8 a) of the attached contract, which references "radar detectors." This is not a "radar detector" -- i.e., something used to detect radar that is directed at my vehicle (radar used by law enforcement), which then warns me of the upcoming speed trap. My contract number is JDDM9400840

  Business Response

  Date: 03/24/2025

  We have received and reviewed the complaint made by Mr. ***** and apologize for any issues relating to the repair in question. Upon review, we agreed with Mr. ***** and immediately reached out to **************** the Administrator of his plan, as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims.  *************** understood our concern and was able to correctly classify the part in question as a covered sensor and as a result the claim has been approved. 
  Vehicle Assurance is always available to assist and advocate for Mr. ***** and we appreciate the opportunity to showcase our dedication to our customers and their needs.  

  Customer Answer

  Date: 03/25/2025

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

  The repairs were completed yesterday to my satisfaction.

  Thanks for advocating on my behalf.

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

• Initial Complaint

  Date:03/06/2025

  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 want them to stop sending me mailers.

  Business Response

  Date: 03/06/2025

  We have received and reviewed the complaint made by ************ and apologize for any inconvenience our letter may have caused.  We wanted to confirm that we have removed **** ******** name and address from our mailing list.  Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail ************ in the future. 
  Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods.  We are not associated with any of these other companies,nor do we do business with or share information with any of these other companies.

• Initial Complaint

  Date:11/23/2024

  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.

  This company continues to send correspondence to my deceased Mother (died 8/12/2019) and I get calls from someone claiming to be Vehicle Assurance. I have told them that my Mom died and that the vehicle is no longer in our possession but they continue to harass me.

  Business Response

  Date: 11/25/2024

  We have received and reviewed the complaint made by ******* ******* and apologize for any inconvenience our letter may have caused.  We wanted to confirm that we have removed Ms. ******** name and address from our mailing list.  Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail her in the future. 
  Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods.  We are not associated with any of these other companies,nor do we do business with or share information with any of these other companies.
  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22595983
  
  I have reviewed the business' response and am rejecting it because: It is acceptable that they remove my name/address from all mailing lists.  However, the attachment that I submitted has my deceased mother's name/address (GENEVA  *******) on it. The response does not mention her at all. I also need her name/address removed from the mailing list.
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/29/2024

  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.

  I am POA for my 89 year old widowed mom ******* ********, who is also a military dependent spouse. (My late dad was retired military). My mom, who has dementia, has been harassed by Vehicle Assurance for months via letters and phone calls. She owns a 2023 vehicle with less than 5k miles, my name is on the title also as co owner. These people have called me on the phone when I was visiting at her apartment on numerous times. One day in September 2024 she got a call when she was alone and was coerced into giving her credit card info. I have spoken with them numerous times since, asking them to cancel her policy as her car is new and she needs no extended warranty. I have even emailed ******* to cancel the policy as directed by Vehicle Assurance with my POA information as required by them! They are still calling and harassing my mom on the phone multiple times a week. (She signed up in September and gave credit card info, but this company has been calling her ever since the early part of 2024.)As soon as I found out, I cancelled on her behalf and reported them to her Discover card. Her down payment has been reversed via Discover and they will not receive any more payments thru her credit card.Vehicle Assurance still calling her telling her she needs to pay them. These people should be shut down, period!!!!!! They are a scam company that is providing little to no service to their customers, while harassing/scamming others that dont need their service into paying exorbitant amounts of money so that they can make a profit. I am sick of these people and they really need to take no as an answer when they are told, the FIRST time!!!!!!!!!

  Business Response

  Date: 11/05/2024

  We have received *** ******** complaint, and we thank her for bringing this to our attention.  We apologize for her experience and any inconvenience this may have caused.
  *** ******** purchased coverage on her 2023 ******* Kona on 9/16/2024, by calling Vehicle Assurance after receiving an offer letter from us in the mail.  Two weeks later *** ********* daughter, *********** reached out to cancel the policy. Vehicle Assurance at that time stopped any further automatic payments and we supplied *** ******* with the fax number to provide her power of attorney paperwork to complete the cancel. During this time there was a chargeback through Discover for the down payment, which prompted follow up calls to *** ******** for more information.  These phone calls should not have occurred based on the conversation we previously had with *** *******,and we apologize for this.
  ************ policy has been canceled and her daughter has confirmed that the down payment was reversed by Discover.  Also,as requested in the complaint, Vehicle Assurance will not contact *** ******** in the future.  

• Initial Complaint

  Date:08/02/2024

  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 HAVE HAD THIS INSURANCE WITH VEHICLE ASSURANCE FOR SEVERAL YEARS. ACTUALLY THIS IS THE SECOND VEHICLE I HAVE PURCHASED THIS INSURANCE THROUGH VEHICLE ASSURANCE. NEVER HAD A CLAIM UNTIL RECENTLY. I CALLED TO FILE A CLAIM, THE MECHANIC CALL TO PROVIDE DETAILS AND SENT HIM A CLAIM FORM. HE TRIED TO CALL SEVERAL TIMES, THE GIRLS ANSWERING THE PHONE WOULD TRANSFER HIM TO PLACE TO GET APPROVAL AND BE PAID. TWICE HE WAS ON HOLD FOR OVER 30 MINUTES, HE CHARGES ABOUT $ ****** PER HOUR. THEY WOULD NEVER ANSWER THE CALL. I CALLED A FEW TIMES AND THE SAME THING HAPPENED AGAIN. THEY DO NOT HAVE A PROCESS AGENT LISTED WITH THE SECARTARY OF STATE. IN MY OPINION THEY CHEATED, LIED, AND STOLE MY MONEY. AGAIN, IN MY OPINION THEY CONSPIRE IN THIS MANNER EFFECTIVELY STEALING FROM **** DO NOT RECOMMEND ANYONE TO BUY AFTER MARKET AUTO REPAIR SERVICE.

  Business Response

  Date: 08/09/2024

  We have received and reviewed the complaint made by ******************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ******************** referenced, we reached out to **************** the Administrator of his plan,as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims.  Upon reviewing with **************** it was determined that the repair facility did talk to Omega customer service, but the repair facility was unable to hold to speak to an adjuster to begin the claim. 
  Vehicle Assurance submitted the repair invoice to *************** on behalf of ******************* for further review.  Omega will adjudicate the claim, but approval or denial is based on the terms of the contract and is handled through the Administrator, ***************.  If the claim is subject to any reimbursement,***** will reach out to ******************** directly for payment. 
  Vehicle Assurance is always available to assist and advocate for ********************, but for future claim related questions, he should continue to work directly with ***************. 

• Initial Complaint

  Date:06/10/2024

  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 had a car insurance with them. They said I could pay 106 dollars a month. I asked them to send me policy info. they never send it to me. They said they would cover any problem but did not pay out on axle problem. H313830343538**373133H told me they don&#**;t&#**; cover is that there was boot on the axle and this caused it to leak.

  Business Response

  Date: 06/14/2024

  We have received and reviewed the complaint made by ******************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ******************** referenced, we reached out to American Auto Shield, the Administrator of his plan, as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims.  Upon reviewing with American Auto Shield, it was determined that the repair needed was not covered as listed in the contract.
  Vehicle Assurance is always available to assist and advocate for the customer, but claim approval or denial is based on the terms of the contract and is handled through the Administrator, American Auto Shield.  ******************** indicated that his desired settlement was a refund.  Based on this request and per the terms of his contract, the contract has been cancelled and a pro rata refund will be issued in the amount of $2,170.35.  ******************** will receive his refund check in 7-10 business days.

• Initial Complaint

  Date:05/13/2024

  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 paid $3327 for 60 months of coverage(9/16/19-9/16/24) for my 2011 Prius. I have never filed a claim until today 5/13/24. The air conditioning is not working. I brought the car to *************************************************************** They found the condenser unit is worn out, multiple holes in condenser. Person from Vehicle Assurance said in less than one minute its not covered due to road damage. Service advisor said he did not know if it was road damage. Now Im stuck paying $1485 for a new condenser, even though I bought this insurance for problems like this. I feel I have been scammed out of this money. I want vehicle assurance to pay the $1485 for the condenser. It cost me $631.52 just to find out the condenser is worn out.

  Business Response

  Date: 05/15/2024

  We have received and reviewed the complaint made by ********************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ********************** referenced, we reached out to **************** the Administrator of her plan,as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims.  Upon reviewing with **************** the repair facility submitted the claim with a description that the condenser was punctured by a rock or some other outside element.  Based on this information it was determined by *************** that the repair needed was not coverable as listed in the contract due to external causes. 
  Vehicle Assurance is always available to assist and advocate for the customer, but claim approval or denial is based on the terms of the contract and is handled through the Administrator, ***************. As a result, in regard to ********************** desired settlement, a refund for repairs to non-coverable parts would not be available.  ********************** may pursue further dispute resolution through *************** using the process outlined in her contract in the Arbitration section, Section J.

  Customer Answer

  Date: 05/16/2024

  Complaint: 21703703
  
  I am rejecting this response because:
  
  Toyota found the condenser unit worn out, multiple holes(did not say it was caused by debris) he didnt know how holes were caused. The car is 12 years old and condenser WORN OUT!! Person from your company said Road debris caused holes, not Toyota technician not 30 seconds into conversation  and said DENIED 
  
  Sincerely,
  
  *****************************