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:03/31/2025

  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 signed up with this company and then wanted to cancel but they said I couldn&#**;t cancel until we received our booklet and returned a form back to them. I contacted my bank to issue a stop payment and they gave me a new card yet somehow this company was still able to withdraw a payment from my new card. I received the booklet and mailed out the form to cancel my contract but I&#**;ve yet to receive my money back.

  Business Response

  Date: 04/01/2025

  We have spoke with this customer and she has canceled her policy as of today. We have also explained that we can not refund her money that she has charged back. She will need to speak to her bank about those funds. We do not have that money to give back to her. 

   

• Initial Complaint

  Date:01/28/2025

  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.

  I have no address for the company!! I have called the number provided asking for there website and receive a negative response with sarcasm applied!! 

  
  

  They told me I would receive an email with all documentation which I never received. They said I would receive the contract in the mail in plenty of time to cancel with full refund, which I never received! They said I cannot cancel by calling cancelling needs to be done in writing per contract on page one! Again, which I never received! 

  
  

  I informed them several times I am cancelling only receiving negative and sarcastic response. I asked for my deposit returned, $150.00 never received. 

  
  

  Thank you 

  ***** 

  
  

  
  

  Sent from my iPhone

  Customer Answer

  Date: 01/28/2025

  Got a card in the mail no cost or prices or company name offering car coverage not affiliated with dealer or manufacturer. Called the number: women answered said the company name quickly secure vehicle solutions asking if I have had recent problems with my car then asked if I were going to keep it or sell it within five years, told her I plan on keeping it forever, then transferred me to customer service, (I think you can see what happened)
  
  The man went on stating how coverage would save me all this money from future repairs, etc etc. after speaking to him, explained did not have much money and was not interested in any short term coverage due to already having it through the dealer, he went on explaining with them I am able to go anywhere for service, with only $100.00 deductible, and towing 100 mile radius. Then told me the down payment is $595.00 told him it was way too high, he asked what would be comfortable as a down payment saying the monthly payments would be adjusted accordingly, then stated the downpayment could be broken into two payments, said it's still too high, then he said, how would $150.00 work as a down payment, went on saying he would waive the remainder, with monthly payments of $222.00 for 18 months, 30 days to cancel with full refund.
  
  
  I called customer service that afternoon at ************ stating I wish to cancel, the phone conversation consisted of a vigorous manipulation coming from professional speaker providing one reason after another on why I should not cancel, until I hung up. I called customer service again the next day Wednesday stating the same thing, I wish to cancel, and again the same type of conversation happened, they or he would not listen to me, or cancel talking over me each time I spoke then finally told me my contract had been mailed to me, if I wish to cancel, it now needs to be done according to the contract on page 1.
  
  
  I called the company back this morning 01/24/2025 asking for the company name and web site, company name is secure vehicle solutions, they refused in giving the website, manipulating everything I said.

  Customer Answer

  Date: 02/03/2025

  Hello, what have you found our about this company, would like to get the 150,00 I spent on the contract

  Please advise 

  ***** 

  Customer Answer

  Date: 02/03/2025

  Hello, Please call this company find out why they will not allow anyone to cancel. I have been in touch with my bank, have explained everything, cancelled my credit card, called ***** ******** several times each time talking to some one different telling them I wish to cancel. Each time I get this run around, high pressure sales pitch, ending with I must wait for my contract to arrive, and I must cancel before 30 days. 30 days for me is up next week, I have not received anything in the mail. 

  Bring me up to date with what you have done about this in detail, please! 

  Thank you, 

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

  ************************ 

  Business Response

  Date: 02/11/2025

  We have spoke with this customer and he has been given the standard cancellation procedures. Our customer service is here to help and will go over all options available. This customer has verified he has his policy and is aware of what needs to be done to cancel his coverage. We do our best to help the customer but there are still standard procedures that we have to follow.

  Customer Answer

  Date: 02/13/2025

  Hello, thank you for getting back to me. I did receive information on how to close or cancel the account which I was led to enter. The information consisted of a letter with notarized odometer explaining at date of request why I wish to cancel. (I can provide the letter I sent is you wish) Why I notarized odometer reading at date of request is needed is beyond my knowledge. Perhaps used as an escape route. Or a non-refund policy??  I sent my letter with notarized odometer reading at date of request on 02/05/2025, according to the tracking number it was received on 02/10/2025 I have not heard back from the company and have not received any type of refund. Inside the booklet received, it states on #3. Cancellation requests received, a. Within the first thirty (30) days will receive a full refund, less any approved claim amounts. b. After the first thirty (30) days will receive a pro-rated refund based upon term or mileage, whichever is greater. The refund will be based on the unearned amount of paid for this Service Contract, less any approved claim amounts. A fifty-dollar ($50.00) cancellation fee will apply. 

  Please advise, as of today 02/13/2025, have not heard a word from anyone from the company. 

  Thank you!! 

  All the best, ***** * ******. 

   

   

   

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 contract with this company that I cancelled on 11/25/2023. Not only has the contract been canceled, but I have called this company many times. They keep telling me they are working on getting the refund issued, but they are blaming being short staffed and blaming the accounting company for not issuing the refund yet. They told me I would have the money within ****** days after the cancellation. I provided all necessary documentation, which was inclusive of a notarized document. I just want to get my refund and be done with this company at this point I was told weeks ago that they would call and get this straightened out, but nobody has called me. I have since called a few more times, and continue to get the same answer

• Initial Complaint

  Date:06/24/2024

  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 called multiple times trying to cancel then they tell me my mom has to do it so she calls and they tell her I have to do it. *** tried plenty of times now Im just sick and tired of it all like why tf are you making it so difficult for no reason. Like how hard is it to cancel it. *** sent emails to them and have never once gotten a response from them. Im just tired of it all .

  Business Response

  Date: 07/08/2024

  We did have a policy for this customer but it is canceled. It looks like she called in after she received her policy booklet and needed to cancel. We went over her options and she was given the standard cancellation procedures. I do not see a transaction or transactions that equal the disputed amount of $297. They may have another policy with another company but we have only spoke with them when they activate and when they were given the cancellation procedures. If they have any other questions or concerns they can reach out to us and we will do what ever we can to help. 

• Initial Complaint

  Date:06/07/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 extended warranty for my vehicle, on 2/05/24 from Secur Vehicle Solutions. I found out that it would not cover my vehicle, because of modifications on vehicle. I then wrote a letter to cancel contract. I should be entitled to a refund, minus any fees. I stopped any further payments from my account,and reversed the payment that was due in March. I called them around March 8th/2024. I was informed they received the letter on March 6th. I asked if I would be entitled to a refund and was told it could take 60 to 90 days. I called today 06/06/24, and was told because I canceled the auto-payment I am not entitled to the refund. That should not have made any difference as I see it!

• Initial Complaint

  Date:03/11/2024

  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 roped into purchasing a warranty program for my car. It was through something called the protection group, The customer service number that they gave me is **************. I cannot find them online, when I call the customer service number, they refuse to let me cancel the policy They actually make you wait for a booklet to come in the mail, you have to write a letter stating why you're canceling your policy, provide your miles and then get it notarized at the bank and sent in. And then they'll cancel it. Until then you're expected to make payments.You have a 30-day money-back guarantee but there's no way you'll be able to get it done in 30 days so they take your money. You have no choice but to go to your bank and do either stop payment or just cancel your card which is what my bank did so there'd be no further charges. They're a legitimate company with fraudulent practices. They rope you into believing that you're getting a quality plan but they also make it seem like it's something that's tied to your insurance when it's not. As a new driver, I did not know that this wasn't something that I had to do. I don't have a lot of guidance around me so I'm left to deal with things on my own I feel I was taken advantage of, and I feel others will be too if nothing is done about this. My goal is to hopefully get my money back, which is only $200 but to me it's a lot of money living in ************* and also to cancel the plan if possible because the 30 days is going to be coming up and I will not be able to get the information to them in time

  Business Response

  Date: 03/12/2024

  This customer called us and we got her qualified for the protection. This customer has called with some concerns and had some questions from what her dealership was telling her. We gave her as much information as we could, including our standard cancelation procedures. We can reach out to this customer to address any other issues but if she canceled her account it would make it harder to be refunded. We try to help in any way we can but we still also have procedures to follow. 

• Initial Complaint

  Date:03/07/2024

  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.

  Company will not cancel car warranty or refund money.Employees that answer your phone calls just try to keep scamming customers over and over. The company steal your information from your car dealership. Also Posing as your car dealership using your car dealership logo to get money out of customers.

  Business Response

  Date: 03/07/2024

  We have spoke with this customer and he is aware of the standard cancellation procedures. This policy has a 30 day grace ****** in which his down payment is fully refundable. We will reach out to this customer address any current issues. He may not agree with the cancelation procedures but they have been explained to him. 

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 the *** for my aunt *************************. I noticed she had two charges for $25 on her account for Warranty Payment with the phone number ************ so I called. I first spoke with ******* and explained the situation with my *** and wanted to cancel. She asked for *******'s phone number and confirmed she had an account. ******* then said she needed to speak to a manager to be sure she does everything right because she hasn't had this situation before and put me on hold. She came back and said I needed to mail my *** to which I responded I wanted an email address to submit it. I asked the name of the business and she said ******** Group. We continued to argue and she put me on hold. ****** then came on the line and said he was a manager. ****** said I had to mail the *** to Secure Vehicle Solutions *************************************************************************. I again asked for an email to submit the ***. ****** then gave me his email address of ******************* I said I have canceled 15 of these warranties in the last year and I wanted to email my *** and cancel. We argued and I hung up. I called back with my aunt on the phone and spoke with *******. She would not let my aunt speak and continued to say I said my aunt has a memory impairment and I am ***. This is true, however; my aunt has every right to make her own decisions. I asked again the name of the business to which ******* never answered. ******* continued to talk over us and hung up. ******* obviously doesn't know how a *** legally works. This treatment was unprofessional and ridiculous. I want it canceled and refunded immediately.

  Customer Answer

  Date: 11/27/2023

  This company charged two payments of $25 and only refunded one payment of $25. I have tried to get the other $25 back to no avail. Do the right thing and refund the amount paid. You owe $25 for a full refund. 

• Initial Complaint

  Date:07/19/2023

  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.

  This company has been harassing me for weeks 10+ times a day after being told I was put on the do not call list and warning them that any further calls will be subject to a **** dollar solicitation fee, they have called using several different numbers none of which are actually in service, I require a method of contact for them so I can officially invoice them for the harassment and solicitation as well as a cease and desist

  Business Response

  Date: 08/16/2023

  I have looked in our system and I do not see any correspondence with this person. The only outbound calls are made to existing customers. I would be more then happy to remove this person from our system but I do not have his information. If there is anything we can do to help please let us know. 

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They sent a warranty letter out that is deceiving. My elderly disabled mother who lives on a fixed income thought the advertisement was stated in a manner that made her think her current warranty was expired, and "renewed" her warranty with this company on April 10, 2023. When she told me and we realized that she had a warranty already in place on her vehicle, she called to cancel on April 10, 2023. They said all she had to do is send in a letter to cancel. We sent letter to address on welcome letter of warranty on April 13th, 2023 and was received to address by confirmation on April 15th, 2023. We thought it was canceled until they took out a payment this month after she already canceled asking for refund and to cancel warranty.Each time she called to handle she was treated as if she were not competent. She is 68 years old, and disabled. Twice she tried to handle but each time was treated poorly which resulted in her calling me twice very upset. I decided to call and see what was going on and was met with the same attitude from company representatives. They are very condescending and no interest in helping. They also then told me we will have to now notarize an odometer statement as well as send in another letter to a different address since they didn't get the first letter at address on the actual warranty paperwork, stating verbatim "sometimes it gets lost in the shuffle." Also, saying that now we aren't eligible for the refund since its past the 30 days. We want a full refund, including the payment taken out well after cancelation was requested. I have uploaded the postal receipt showing confirmation and a copy of letter sent to cancel. We will not be providing an odometer statement seeing how we didn't have to provide to purchase.