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:11/16/2023

  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.

  On 11/16 I received a letter in the mail claiming that my vehicles warranty would expire if I did not call into the number provided. Once doing so I was asked a few questions about my vehicle which they already had information on, and was told that my manufacturers warranty could only be applied if I went through their steps and ultimately paid for their warranty.They impersonated being the owner of my manufacturers warranty multiple times during the call claiming that all repairs would be out of pocket without buying their service.They are not representatives of ******* in any way, and are trying to deceive customers with classic scam tactics into buying redundant and empty services.

  Business Response

  Date: 11/20/2023

  Better Business Bureau
  Dispute Resolution Department
  ************************************************************************************************
  
  RE:  Case No. 20881661
  
  ***********************************
  ***************** SE
  *****************

  Dear BBB Dispute Resolution Department,

  I received email notification from your office dated Thursday November 16, 2023 regarding the above referenced matter.

  Upon review of the consumer statement provided by your office, I hereby respond to this consumers complaint with the following statement.

  This consumer responded to a mailer on Thursday November 16, 2023 at approximately 3:43PM CST with an inbound call to the number provided on his mailer.

  Upon review of the sales call that this consumer referenced in his complaint, there was absolutely no evidence of any misleading information whatsoever. At no point did the sales representative indicate that we are his dealership or make any misleading statements at any point during his interaction with this consumer.

  Furthermore, it is extremely frustrating when a consumer is provided a forum to create a complaint only to cause a situation that doesnt exist in the least. This consumer not only had zero intention to purchase anything; he simply allowed the sales representative to go through the motions of our qualification process only to tell him at the end of the call that he thinks this is all B.S. and then very crassly tells my representative to go F*** himself. At no point did our sales representative do anything inappropriate on this call.

  This type of complaint is completely baseless!  As an A+ rated business with the BBB, we find it extremely irritating that the Better Business Bureau allows this type of complaint to manifest in any way, shape, or form. I further ask that the Better Business Bureau stricken this complaint from our record immediately as it is completely misleading to the public about our business and totally baseless from the outset.

  If there is anything I can do to further assist in this case, please feel free to contact my office.

  Best Regards,  

  *******************
  General Sales Manager
  VSC Repair Services                                                                                                                                                                                                                     

  Customer Answer

  Date: 11/21/2023

  Complaint: 20881661
  
  I am rejecting this response because:
  1. The representative stated multiple times that I would not have any warranty coverage if I did not purchase from them, which is intentionally misleading.

   

  2. The representative called themselves a "manufacturers warranty" multiple times, even if they stated "extended" at any point they intended to pretend as a partner of ************* LLC.

  This is nothing more than a scam hoping that you don't have your warranty information in front of you, or that you don't do a search on the phone number, and they use smokescreen and scare tactics to get unaware users to purchase redundant or completely useless coverage for their already warrantied vehicle.

   

  The owner who responded to my message should be ashamed of himself, and he will be lucky if he doesn't end up in prison for this scheme.

   

  I am asking again for the BBB to open an official investigation into this ruse, and **** them as a predatory company. 

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

  Business Response

  Date: 11/22/2023

  Better Business Bureau
  Dispute Resolution Department
  ************************************************************************************************
  
  RE:  Case No. 20881661
  
  ***********************************
  ***************** SE
  *****************

  Dear BBB Dispute Resolution Department,  

  I received an additional email notification from your office dated Wednesday November 22, 2023 regarding the above referenced matter.

  Upon review of the consumer's additional statement provided by your office, I am not going to further dignify this complaint with any further response.

  If there is anything I can do to further assist in this case, please feel free to contact my office.

  Best Regards,  

  *******************
  General Sales Manager
  VSC Repair Services                                                                                                                                                                                                                     

• Initial Complaint

  Date:08/08/2023

  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.

  To whom it may concern,I am writing to formally file a complaint against VSC RepairServices and their associated company, Paylink Direct. I believe I have been misled and possibly defrauded by these companies, and I would like the BBB to be aware of my experience and take appropriate action.In November 2022, I was contacted by VSC RepairServices with a notification that my car warranty was about to expire. They offered me a service, facilitated by Paylink Direct, that promised to cover all repairs on my car for the subsequent three years. After our agreement, I have been paying them $200 monthly. However, when I recently attempted to utilize their coverage for an oil change and maintenance, the repair shop informed me that they did not accept coverage from VSC RepairServices.Upon contacting VSC RepairServices, they advised me to fax the receipt to their address for a refund. It's been [duration since sending the fax, e.g., "two weeks"] since I followed their instruction, and I have not received any communication or the promised reimbursement.Moreover, after reviewing the BBB's reports, I discovered that there are numerous similar complaints lodged against both VSC RepairServices and Paylink Direct, which heightens my concern regarding their legitimacy and business practices.I am requesting:A full refund of all the amounts I have paid to VSC RepairServices and any payments facilitated by Paylink Direct.Assurance that no further funds will be debited from my account by either company.An investigation into these companies' practices to prevent other consumers from potential deception or fraud.I have attached copies of my agreement with VSC RepairServices, documentation of Paylink Direct's involvement, receipts of my payments, and the receipt from the repair shop for your reference.Thank you for your attention to this matter. I hope that with the assistance of the BBB, this issue can be resolved promptly and justly.

  Business Response

  Date: 08/10/2023

  Better Business Bureau
  Dispute Resolution Department
  ***********************************************************************
  
  RE:  Case No. 20440707
  
  *****************
  ************************* 318
  **********,** 22304

  Dear BBB Dispute Resolution Department,                                                                                                                                                                                                     

  I received email notification from your office dated Tuesday August 8,2023 regarding the above referenced matter.

  Upon review of the consumer statement provided by your office, I hereby respond to the consumer complaint with the following statement.

  This consumer purchased a vehicle service plan on a 2017 ****** Tacoma on November 18, 2022.

  This consumer reached to our customer support unit on July 10, 2023 to inquire about how to use the maintenance portion of the coverage to cover an oil change. The support rep explained that the deductible is not required when using the maintenance for oil changes. The deductible is only required on repair claims. Rep then sent a copy of her ID cards via email.Email was sent to ********************.

  The consumer called in again to our customer support unit on July 20, 2023. On this call the consumer stated that shed had difficulty using the service. She did not mention on the call that her repair shop would not accept the coverage plan. She stated that she paid out of pocket for the oil change. The support rep promptly gave her the steps needed to get her reimbursed for the portion of the oil change that her Administrator covers. The support rep explained that she just needs to fax or email the invoice and paid receipt, and a reimbursement check would be cut to her within 30 ****.

  This consumer again contacted our customer support unit again on July 24, 2023, to confirm the email address and fax number given for the reimbursement on her oil change by the support rep **** earlier.

  We certainly understand this consumers confusion when dealing with multiple parties involved in her vehicle service contract. It can be confusing when dealing with a selling agent, a pay plan provider, as well as the Administrator that approves and pays claims. We certainly want to share with this consumer that the allegations of fraud and legitimacy are unfounded and completely unnecessary. All three companies involved in providing the service she purchased are extremely reputable companies each with A+ ratings with the Better Business Bureau.

  We are more than happy to accept and process this consumers cancellation request as soon as its received in writing. As the selling agent, we must receive all cancel requests in writing as we are not party to the contract. We will promptly process her cancellation once received.We have sent an email to her pay plan provider to stop all future payments. 

  If there is anything I can do to further assist in this case, please feel free to contact my office.

  Best Regards,  

  *******************
  General Sales Manager
  VSC Repair Services                                                                                                                                                                                                                     

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  Dear VSC Repairs,
  
  I hope this message finds you well. My name is *****************************, and I am writing to formally request the cancellation of my services with VSC Repairs.
  
  I entered into an agreement with your company with the expectation of receiving the services as outlined in our contract. However, I have experienced significant challenges in accessing these services. Not only have I found it difficult to utilize the services, but on the occasion that I attempted to use them, I also discovered that I was not reimbursed for my car maintenance, which, to my understanding, was included in our agreement.
  
  Given that I have not benefited from any of the services I paid for, I am requesting a full refund of all my payments made to [Company's Name]. It's essential to note that during these challenging times, every financial decision counts, and ensuring that customers receive what they pay for is of utmost importance.
  
  If I do not receive a satisfactory response or the appropriate refund, I will regrettably be forced to consider further legal action. This is not my preferred route, and I genuinely hope we can resolve this matter amicably and efficiently.
  
  I appreciate your prompt attention to this matter and expect to hear from you soon. Your understanding and swift resolution will be greatly valued.
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long a refund is provider for all past payments.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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.

  I received a letter extending my auto warranty and called them in January. I told them that I would not sign the contract in the middle of the process, but they unilaterally signed the contract saying that I could no longer stop in the middle of the process. I then told them I wanted to cancel and they told me to send a cancellation application to the address listed. But it came back with no address. I'mhaving trouble finding the correct address. I have coutacted my credit card company to stop the debit and have not made any payment.

  Business Response

  Date: 03/27/2023

  Better Business Bureau
  ******* ********** **********
  *** * ********* ***** ****
  *** ****** *** *****
  
  *** **** *** ********
  
  **** ******
  ***** ****** **
  *********** ** *****

  
  Dear BBB Dispute Resolution Department,   

  I received email notification from your office dated Tuesday March 23,
  2023 regarding the above referenced matter.

  Upon review of the consumer statement provided by your
  office, I hereby respond to the consumer complaint with the following
  statement.

  This consumer purchased a vehicle service plan on a 2017
  Subaru Outback on January 27,2023.

  We received notification from our credit card
  processor on March 6, 2023 that this consumer filed a fraudulent chargeback for
  the February 24, 2023 monthly payment of $206.67 stating that the coverage was
  cancelled. We promptly provided rebuttal documentation to the card issuer to
  prove that the charge was authorized and should remain in force.  

  This consumer contacted our client support unit 4 days
  earlier on March 2, 2023. The support rep had a very difficult time trying to handle
  an obvious language barrier. It does not appear that the consumer was able to
  convey what was needed.

  We have processed the consumers cancellation request
  as of this notice.

  If there is anything I can do to
  further assist in this case, please feel free to contact my office.

  Best Regards,    

  ***** ****
  General Sales Manager
  VSC Repair Services                                                                                                                                               
                                                                        

  Customer Answer

  Date: 03/29/2023

  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:09/06/2022

  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.

  Earlier in April of this year I purchased an Auto protection policy from a company with no name. I was sent a notice in the mail that said my auto warranty will expire if I didn't respond to this letter. They had my make, model and year of my vehicle, so I assumed this was a policy from the previous owner because I just purchased this car a few months ago It looked like this company was legit. I went ahead with purchasing this policy with a 3 year contract for the amount of $2,647.00. I waited all day for my confirmation to be sent to me via E-mail but I never got one..so I panicked and called my bank at 3am because my gut feeling was.."oh no, this company must be fraudulent" I put a hold on the check. An investagation began on this so called company and by ***** ***** ****. After awhile I was notified by mail that the investigation was done. The letter said. My $2,647.00 will be reversed in 10 business days and the case will be closed.
  I forgot about this transaction assuming it was closed in my favor but it was just the opposite. I was in the hospital for 7 days with a kidney disease malfunction When I got home I noticed that amount was taken from my bank account. I couldn't believe it!! They took my money and cancelled my policy. I called them and said "What's going on here?" The receptionist told me. "Well, we won the case and cancelled your policy because you put a hold on the account" Well, stupid me...didn't know this could be possible I was and still am furious. After many attempts to get a refund they pretty much said to me "too bad we won" attitude. The bank can't do anything nor can the police so I'm writing this to let people know that this company with no name is very fraudulent and know how to scam the banks too..I closed my ***** ***** **** account and will never bank with them again.. I was ripped off so unprofessionally by both parties which makes it hard for me to ever trust these banking systems and these "Vehicle Alert Notice"

  Business Response

  Date: 09/08/2022

  I received email notification from your office dated Tuesday September 6,
  2022 regarding the above referenced matter.

  Upon review of the consumer statement provided by your
  office, I hereby respond to the consumer complaint with the following
  statement.

  This consumer purchased a vehicle service plan on her 2011
  Ford Escape on April 4, 2022.

  We received notification from our credit card
  processor on May 31, 2022 that this consumer file a fraudulent chargeback for
  the full purchase price of her service contract stating that the charge was unauthorized.
  We promptly provided rebuttal documentation to the card issuer to prove that
  the charge was authorized and should remain in force. The chargeback was
  overturned on this consumers purchase.

  This consumer contacted our client support unit on
  July 20, 2022 to request instructions on how to cancel her policy and receive a
  refund. This was the first time this consumer contacted us to cancel her
  coverage. The support rep provided the cancellation instructions as outlined in
  this consumers contract.

  This customer called in again on July 28, 2022 to
  confirm the cancellation instructions that she had been given. Procedures were
  provided again on this call. This consumer’s cancellation request documents
  were received on August 4, 2022. One of the required documents requested was
  missing.

  This consumer called in again on August 12, 2022 to
  follow up on her cancellation request. She was notified on this call of the
  missing documentation needed to process her cancellation. The client support
  rep emailed her the necessary state form on this call to ensure proper
  cancellation. She was informed that once received a pro-rata refund will be
  issued to the credit card on file.

  This consumer’s missing documentation was received on
  August 22, 2022.

  This consumer’s refund was issued on September 7, 2022
  to the credit card on file.

  If there is anything I can do to further assist in
  this case, please feel free to contact my office.

  Best Regards,      
  
  General Sales Manager

  VSC Repair Services                                                                                                                                                                                                                      

  Customer Answer

  Date: 09/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am not rejecting this response but, one problem.  I just closed that bank account this Tuesday Sept.6th.  I can't believe the bad timing because I've been waiting for this refund for a long time..I would like to request a check in the mail.  That was what our official plan was from the beginning.  Thank you for this quick response.  Call or e-mail me when you receive this e-mail please.  Thank you, **** ********  ***** ********
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 09/12/2022

  I received email notification from your office dated Tuesday September 6,
  2022 regarding the above referenced matter.

  Upon review of the consumer statement provided by your
  office, I hereby respond to the consumer's supplemental response with the following
  statement.

  The requested refund was successfully processed to the consumers credit card on September 7, 2022. If the consumer has any further questions regarding the refund that was processed, we recommend contacting her credit card issuer. We now consider this matter resolved.

  If there is anything I can do to further assist in
  this case, please feel free to contact my office.

  Best Regards,

  General Service Manager

  VSC Repair Services