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:10/21/2025

  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.

  My policy with them was reinstated in Feb. Of 2025. When reinstated it only paid $100 but the gentleman gave me a better policy that covered bumper to bumper including electrical and more. Well he knew that my son had performed all the previous maintenance on my car but also that he passed away the month before. I was not driving my car due to surgery from Dec. Of 2024. At the time and still to today I am in a rehab/ nursing home unable to care for myself or even walk. I wanted my car checked out so that my older daughter can drive it to come and see me. Well I have paid $248 every month since 2/2025 and now they wont do anything on my car because of no proof of maintenance. ********* was informed of that info from the beginning and they have taken my payments and called when im late but now wont do anything to help me. I feel degraded and now stupid because I thought they would help me if needed. I am unable to drive but my son did drive it before he died. He was a mechanic and did all the basic maintenance to it. But they want proof. How can I get proof from my dead son.

  Customer Answer

  Date: 11/05/2025

  I spoke with someone regarding my policy. I informed him that I wanted them to return my money that I paid throughout the months . My policy was reinstated in Feb. Of this year and I have paid ****** every month since then. I explained my situation at the time my policy was reinstated and the gentleman continued the converseration but he tried to talk to me as a friend. Somehow he talked me into keeping the same policy at half price but still they will not fix my car. I am continuing to pay for something I don't have no use for. This gentleman continued to speak if the lord and his deceased wife and his mother. Im tired of being taken for granted I want my money returned or they fix my car

• Initial Complaint

  Date:09/30/2025

  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.

  Claim initiated on September 9, 2025 and it is now September *******. Merit Administration have been giving *************, CG motors, and myself the run around going on a month now. I had A loner with Mercedes for 15 days and now Im borrowing someones vehicle its been a week. Over the course of trying to get my claim paid Ive spent $2500. Im filing this complaint to get my claim resolved and to be reimbursed for the money i spent Only for the loner and my friend car.

• Initial Complaint

  Date:07/29/2025

  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.

  Acct#: ********* I had a car warranty with them and I put my car in the shop in ******** at the ******** dealer - 5060 Arthway, *************, **, it is in the suburbs of ** - ************. I contacted them about covering the cost of the work. They said they needed to look up the codes. They needed to replace the flywheel and starter. I had to get the dealer contact H32**3233353331353830H about coverage. H32**3233353331353830H stopped trying to cover anything. My car stayed in the shop for half a month because H32**3233353331353830H wouldn&#**;t approve of the repair. I have been paying them for over a year and it seemed like they were trying to get out of covering the claim. I cancelled their service and they sent me a check for over $458.29 and I have not cashed the check. I want all of my money that I paid to them back. I should be refunded $1,100.32. They are fraudulent.I would like to cancel my warranty with them and to get all of my money back from them.

  Business Response

  Date: 07/29/2025

  Dear BBB Representative and Mr. **************** you for the opportunity to respond to this complaint. The customers claim was reviewed thoroughly by the administrator, Merit Administration. Based on the documentation submitted and the information verified directly with the repair facility, the claim was denied under the following exclusions outlined in the customers service contract:
  Exclusion #7 Misdiagnosis/Improper Adjustments: The technician did not follow the manufacturers required diagnostic protocols, as confirmed by the lead technician at the dealership.
  Exclusion #7 Continued Operation with Known Issues: Vehicle records show that the car was driven at least 375 miles after the Malfunction Indicator Light (Check Engine Light) was triggered.
  Exclusion #9 Lack of Manufacturers Required Maintenance Records: The service records provided indicate that the vehicle was not maintained in accordance with ********* recommended service schedule.
  While we understand Mr. ******* frustration, the coverage terms and conditions clearly state that maintenance records must be provided and repairs must follow the manufacturers diagnostic standards. Unfortunately, these requirements were not met in this instance.
  Regarding the refund, Mr. ******* coverage was canceled, and a refund in the amount of $458.29 was issued. Any additional refund requests must be directed to US ******************************* as all cancellations and refunds are handled by their office. Merit Administration does not process or issue refunds.
  We appreciate Mr. ******* business and regret that his experience did not meet expectations. We consider this matter closed based on the applicable terms of the agreement.

• Initial Complaint

  Date:07/04/2025

  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.

  This company gave a false explanation when I was talking to them on the phone. He told me that this extended warranty was like a new car warranty. It was bumper to bumper cover. Which is false information because I had to bring in my ***************************************** *********, La because my air conditioner was blowing hot air. The ford place told me that Merit Admission was going to send out an inspector to look at the problem. The ford place got an email stating that Merit Admission refuse to pay over $4,000 for the repairs because they said it was preexisting condition. I had that automobile for 2 years and the air conditioner just went out. How can that repair be a preexisting condition. They refuse to pay for it. I do not have over $4,000. I depended on this company to pay it. I bought the policy way before the air conditioner went out. Since they refuse to pay for my automobile, I want all the money I gave them back and cancel the policy because I do not need their false business.

  Business Response

  Date: 07/10/2025

  Dear BBB Representative:
  Thank you for providing us the opportunity to respond to Ms. ****** concerns regarding her vehicle service contract and claim.
  
  Background and Timeline of Events
  1. Claim Initiation and Documentation
  On June 20, 2025, Ms. ***** filed a claim related to the air conditioning system failure on her 2020 **** Expedition.
  Our team immediately provided a list of required documents, including service records, diagnostic codes, repair estimates, and photos.
  Between June 20 and June 30, 2025, our adjusters communicated frequently with the customer and her repair facility to obtain and review the necessary records.
  2. Inspection and Claim Review
  An independent inspector was scheduled and dispatched to inspect the vehicle on June 25, 2025.
  The inspection report, combined with service history, confirmed that the condition of the air conditioning system showed signs of gradual deterioration consistent with a pre-existing condition that was present before the contract was in effect.
  On June 30, 2025, the claim was formally denied under Exclusion DD Pre-Existing Conditions.
  Our adjuster, ******* ********, issued a written denial notification to both the repair facility and Ms. ***** and left a voicemail to explain the findings.
  3. Cancellation and Refund Requests
  On June 30, 2025, Ms. ***** contacted us to request cancellation of her policy. This request was processed by ************* ******************** which manages all cancellations and billing.
  On July 7 and July 10, 2025, Ms. ***** and her daughter followed up via email regarding the cancellation and to dispute a subsequent payment.
  We escalated these concerns to US ****************************** to ensure her cancellation was completed and to review any payment processed after her cancellation date.
  
  Response to Allegation of Misrepresentation
  We understand Ms. ***** feels she was told that the coverage was like a new car warranty or bumper-to-bumper. We take all representations made during the sales process seriously. However:
  The vehicle service contract does not provide the same comprehensive coverage as a manufacturers new car warranty.
  The coverage booklet and contract terms specifically state that pre-existing conditions and wear-related failures are not covered.
  These exclusions are clearly outlined in the contract and in the Declarations Page that is provided to every customer.
  If Ms. ***** did not receive these documents at the time of purchase, we remain ready to provide copies for her records.
  
  Response to Pre-Existing Condition Determination
  While we appreciate the customers belief that the air conditioning failure arose suddenly, the inspection and repair records documented evidence that the condition developed over an extended period before the claim was filed. The inspectors report and supporting service documentation led to the denial under the applicable exclusion.
  We understand this is disappointing, especially considering the repair cost. However, the contract does not provide coverage for pre-existing failures or gradual deterioration present before coverage began.
  
  Refund and Cancellation Resolution
  Regarding Ms. ****** cancellation and refund request:
  As of her June 30 cancellation request, her policy was scheduled for termination, and any eligible refund of unearned premium is handled by US Automotive ******************** which also oversees billing.
  We have forwarded her July 7 and July 10 emails to US ****************************** for expedited review of any payment processed after cancellation and to ensure any applicable refund is issued.
  
  Next ********************* has additional records that establish the air conditioning failure arose during the active coverage period and was not pre-existing, she is welcome to submit them for further consideration.
  For questions about her cancellation status or refund:
  US ****************************** Customer Service
  **************
  
  We remain committed to cooperating fully to resolve any outstanding questions or concerns.

• Initial Complaint

  Date:06/26/2025

  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 am writing to formally demand the immediate reversal of their denial of my warranty claim under Exclusion #** (Pre-Existing Conditions). Below, I outline a comprehensive, documented case demonstrating: 1. Merit Administrations failure to disclose critical waiting-period terms; 2. The unjustified reliance on a law of averages mileage formula; 3. My continuous high-mileage professional and personal vehicle usage; and 4. Legal violations inherent in these practices. --- 1. Real-World ************** Context: My driving patterns between the policy purchase date and the vehicle breakdown were far from average. As a full-time real estate buyers agent and ****************** agent, I drove extensively across ******** (*****, ******, ********, *************, *************)--- II. Corrected ********************* Records: Documented records confirm regular maintenance (oil changes, brake service, inspections) at verified mileages. These records were emailed to Merit Administration to show proper maintenance of the automobile. --- III. Legal ************************ Requirements: Federal and New York State laws protect my rights as a consumer: - ********-**** Warranty Act (15 U.S.C. 2**2(a)): Mandates clear, conspicuous disclosure of warranty terms. - N.Y. Gen. **** Law 349: Prohibits deceptive practices, including concealment of material terms (e.g., waiting periods). *** Your failure to provide a policy booklet at purchase and retroactive reliance on undisclosed terms violate these statutes. *** --- IV. Merit Administrations Procedural Failures: 1. Non-Disclosure of Policy Terms: No physical or digital policy booklet was provided at purchase, violating GBL 395-A and ********-****. 2. Undisclosed Waiting Period: Absent upfront disclosure, any waiting period is legally unenforceable. 3. Misapplication of Law of Averages: Denial based on actuarial assumptionsnot contractual terms or factsis impermissible.

  Business Response

  Date: 07/10/2025

  Dear BBB Representative:
  Thank you for the opportunity to address Mr. ***** concerns regarding the denial of his claim. Below is a detailed explanation of the review process, the basis for the denial, and the steps taken to ensure fair evaluation:
  
  Background and Claim Investigation
  On April 24, 2025, Mr. **** initiated a claim indicating engine failure. During the intake process and subsequent conversations, our team advised that documentation would be required to substantiate both the timing of the failure and maintenance history. Over several weeks, our claims adjusters corresponded with Mr. **** and the repair facility to collect:
  Repair orders and estimates
  Diagnostic trouble codes and failure data
  Photographs of the odometer and engine
  Maintenance records
  Throughout this period, our staffincluding ****** ******, **** *****, **** *******-*******, ****** ****, and otherscommunicated with Mr. **** via email and telephone, providing lists of required documentation and clarifying what was still needed.
  After receiving and reviewing the records available, our adjusters determined that the vehicles mileage at contract inception was higher than initially reported. Specifically, based on the service history, the starting mileage was corrected to approximately ******* miles.
  
  Basis for Claim Denial
  As reflected in our records and communications with the customer, the denial was issued under Exclusion #** Pre-Existing Conditions and because the contract was still within the waiting period.
  Key considerations included:
  Policy Waiting Period
  The contract has a defined waiting period before coverage begins.
  This provision is stated in the contract terms and requires that any failure occurring or manifesting during the waiting period is not eligible for coverage.
  Mileage Averaging Methodology
  Because there was no odometer reading documented exactly on the contract purchase date, the mileage calculation used time-stamped maintenance records and an averaging formula to reasonably estimate the mileage as of the effective date.
  While the customer expressed that his driving patterns were atypical, the mileage averaging method is applied consistently to all contracts in similar circumstances where precise readings are unavailable.
  Our representatives fully acknowledged during calls that this approach is not a perfect or absolute reflection but is the most reliable method available absent contemporaneous mileage proof.
  Maintenance Records
  Although the customer provided some maintenance records, several additional documents were still pending or incomplete.
  However, even with the records submitted, the date and mileage of the breakdown relative to the policy inception were determined to fall within the waiting period, leading to ineligibility.
  
  Response to Allegations of Non-Disclosure
  We take concerns regarding contract transparency very seriously. The vehicle service contract includes:
  The waiting period provisions prominently stated in the coverage section.
  Disclosure of exclusions and limitations, including pre-existing conditions.
  While the customer indicates he did not receive a policy booklet at the time of purchase, the contract and disclosures are provided via email or hard copy depending on the point of sale. We do not have a record indicating a delivery failure or an undelivered document notification, but we remain willing to re-send the full contract documentation for reference and review.
  
  Legal and Regulatory References
  We respectfully disagree with the assertion that the application of the waiting period and mileage estimation constitutes a violation of ********-**** or New York General Business Law 349. These methodologies are standard industry practices used to verify eligibility and determine whether a failure occurred before coverage took effect.
  
  Next Steps and **************** Commitment
  We understand Mr. ***** disappointment and have made multiple efforts to explain the calculation and contractual reasoning in detail, including:
  Reviewing the math together by phone.
  Providing documentation outlining the calculation.
  Offering to re-send all policy materials.
  If Mr. **** has additional evidencesuch as verifiable odometer readings clearly demonstrating the mileage on the exact date of purchasewe remain open to re-evaluating the claim.
  To submit any further documentation, he may contact our claims department directly 

• Initial Complaint

  Date:06/24/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Promised "Diamond" level vehicle extended warranty coverage for $3500.00. They do everything possible to come up with ways (lies) to deni legitimate warranty claims. This company and its sister company (same address) US ****************************** are scams, they pracrice fraud and false advertising. Please help to prevent them from robbing any other people!!!

  Business Response

  Date: 07/10/2025

  Dear BBB Representative:
  Thank you for the opportunity to respond to this complaint.
  We have reviewed Mr. ********** account and confirmed the following details:
  The vehicle service contract was purchased through US ****************************** and administered by Merit Administration.
  The contract was cancelled effective June 30, 2025, per the records maintained by US ******************************.
  All aspects related to customer service, including cancellations, refund requests, and account servicing, are handled exclusively by ************* Protection Services.
  Response to *********************start="1018" data-end="1021"> We understand the customers frustration when claims are denied. All claims are reviewed thoroughly against the specific terms and exclusions of the coverage agreement. Decisions are based strictly on contract provisions and supporting documentation. Denial of a claim does not constitute fraudulent activity or false advertising.
  Refund *****************start="1374" data-end="1377"> Because the contract has been cancelled, any applicable refund or account adjustment will be processed by US ******************************. Merit Administration does not collect or retain the customers funds and does not issue refunds directly.
  Next ***************start="1642" data-end="1645"> To resolve any questions regarding refund status or to verify final account details, the customer should contact US ****************************** customer support department directly at:
  US ******************************
  **************
  
  We are committed to cooperating fully to ensure that this matter is resolved appropriately and that the customer receives any refund that may be due in accordance with the contracts terms.

  Customer Answer

  Date: 07/11/2025

  Complaint: 23514779
  
  I have reviewed the business' response and am rejecting it because:
  

  They did not address the real issue, which is that they will continue to take advantage of people....they should be in prison!
  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/25/2025

  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.

  I turned in the car at *********** **************** in ******, ********, on April 21, 2025. The car transmission has a problem with the gear change when the manual shifter is used. It took one week to figure out the problem and send the claims to Merit Administration. It took two days to get responses from Merit, and they said that they had missed documents from me and the dealership about the repair and the care of the vehicle. We both sent the documents that they asked for. On Monday of May 5, Merit responded that we were still missing a document from an oil change and the dealership GDS2 report, and a photo of the vehicle mileage. I sent the final document for the oil change. On Wednesday, I called Merit and asked for an update, and they told me that they didn't receive the GDS2 report and the photo from the dealership. I called the dealership to make sure they sent it, and they resent the document again to them. On Friday, I called Merit, and they still told me that they haven't sent the report and photo. I make a conference call with both Merit and the dealership and talk with each other about those missing documents. It took a while, but was able to receive the final documents. On May 13, 2025, Merit declined the claim due to a misdiagnosis of the vehicle, which Merit claims that the Module is the only part needed to get fixed. The dealership claims that the Module and the gear shifter needed to be fixed due to a short out that could have fried the module again. I made a final conference call, and nothing was done; and the claim got declined. On May 9, I made the call to get the car fixed due to the long wait and paying too much for a rental car. The vehicle was done on May 14, and I tested the car gears, and it fixed. I called Merit one more time before I take action, and they are still denying me.

• Initial Complaint

  Date:05/01/2025

  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.

  Merit is a COMPLETE SCAM!! 04/22/25 They will try to find any reason to deny your claim. We paid for years into this good for nothing warranty. Tried to file a claim on $300 they fighting the shop on everything!! Shop told me they would settle it for me so I didnt have to deal with Merit and let me pick up my car. And told us to get rid of the warranty. Then months later 04/22/25 I have another issue so we take it back. Car is at the shop all week waiting on Merit to approve the claim. No work being done. Need to get to work so shop says pick it up drive it around see how it does cause some issues may have worked themselves out with the oil change while we wait on Merit. So we do so on a Saturday. I call Merit Tuesday like hello still no update. They say they were calling me. Which they did not. Needed service recs. I sent what we had and some work we did ourselves cause it was minor. A fuel pump, oil change. I call back Thursday like still no update? She says well now the shop hasnt sent over records I said lies I just got off the phone with them they sent over everything and I said to call them on 3 way she did not want to said it wouldnt matter cause picking the car up will void the claim anyway. The customer service is trash. They denied my claim for no reason other than they are looking for reasons to deny it.

  Business Response

  Date: 05/12/2025

  Dear Better Business Bureau and Ms. **************** you for the opportunity to respond to the concerns raised regarding the claims filed under Ms. ******* vehicle service contract with Merit Administration. We understand how frustrating it can be when a vehicle requires repairs, and we sincerely regret that your recent experience did not meet your expectations. Our goal is to provide clear, fair, and timely service to all contract holders.
  We would first like to address your concern regarding the initial claim. Contrary to the statement that Merit did nothing, our records show that the first claim filed in November 2024 was fully approved and paid. On November 18, 2024, Merit Administration issued a payment of $357.94 directly to the repair facility for the authorized repairs. Our team maintained communication with the shop to ensure all documentation was received and payment was made promptly so that the work could proceed without delay.
  With regard to your second claim filed in April 2025, our records reflect that we promptly began the review process, which required the submission of service and maintenance records as well as diagnostic documentation from the repair facility. Between April 24 and April 28, 2025, our representatives made several attempts to obtain the necessary records from both you and the repair facility. Although the requested documents were eventually received on April 28, it was confirmed by the repair facility that the vehicle had been released to you and driven starting April 26, prior to our claims decision.
  As outlined in your vehicle service contract, continued operation of the vehicle after a known mechanical failure can result in additional damage and may void eligibility for coverage. Because the vehicle was driven under these conditions, the claim was unfortunately denied in accordance with those terms. This decision was communicated to both you and the repair facility on May 6, 2025.
  We understand your concerns about your interactions with our customer service team. Our internal notes reflect numerous outreach efforts on our part to provide updates and request necessary information. That said, we regret if any part of this process felt unclear or unsatisfactory. We are always working to improve communication and service quality and will ensure your feedback is taken into account.
  To summarize: your first claim in November 2024 was approved and paid in full, while the April 2025 claim was denied based on a violation of contract terms concerning continued vehicle operation. We regret any frustration or inconvenience this situation may have caused. If you have any additional documentation or information that you believe may impact this decision, we welcome the opportunity to review it. Please feel free to contact our office at your convenience.

  Customer Answer

  Date: 05/13/2025

  Complaint: 23276054
  
  I have reviewed the business' response and am rejecting it because: When we took the car to the shop in November we were in contact with the shop who filed the claim. We were in communication with them and every time we spoke it was Merit has not approved anything. They let us go before you all settled anything because unlike Merit they put the customer first. We do not have weeks to sit around while you look for reasons to deny our claims. You may have paid the shop at a later date. As for my recent claim. You all had the wrong number and I provided it to the rep. ***** once did they call ME! Zero communication from Merit to ME. I had to call and find out what was the hold up. The shop sent everything you all asked for and sent me copies. Again they were the only ones to communicate with ME. You all expect someone to be without a car for days and weeks while you scour the warranty to look for an exclusion. You do this to everyone we all have the same complaints. Every review is about the same thing. We have paid thousands into these warranties there should not be any issues when we need to use it! There is a reason you are not accredited with BBB. I learned my ****** with Merit and will inform everyone of the same. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/25/2025

  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 took my vehicle to be repaired, and submitted the claim with the business, and after 2 days they denied my claim, stating they were not going to cover it, and that it was a GM issue, but when I contact ** they do not have any recalls on the gear shifter.

  Customer Answer

  Date: 04/25/2025

  ***They also would not cover other work that should have been covered in my bumper to bumper warranty, which included a diagnostic check the repair shop had to do and in their findings I needed other things done which would cost about $5000, but should also be covered under my warranty that the business is refusing to cover.

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint filed by Ms. ******* ****** regarding her recent claim submission. We appreciate every customer who places their trust in our vehicle protection services and strive to ensure all claims are evaluated fairly and in accordance with the terms and conditions of their service agreement.
  Background of the Claim:
  Ms. ****** submitted a claim related to a gear shifter issue with her vehicle. Upon receipt of the claim, our claims team promptly engaged with the repair facility and initiated the standard process of evaluating the cause of failure. We requested several key documents, including the repair order, failure photos, freeze frame data, and maintenance records covering the last 12 months, which are necessary to determine eligibility.
  Throughout this process, we maintained contact with both the customer and the repair facility to obtain the required documentation. It is noted in our internal logs that several follow-up communications occurred between April 22 and April 24, 2025, including multiple requests for supporting documentation to fully assess the claim.
  Claim Decision:
  After a thorough review, the claim was denied based on the following:
  The diagnosis revealed a pre-existing condition, specifically a significant oil leak from the upper oil pan and pressure tube at the crank cap.
  This condition is consistent with long-term leakage, which existed prior to the activation of the coverage and is therefore not eligible for reimbursement under the terms of the contract.
  We also understand Ms. ****** referenced being told the issue was a "** recall." However, our claim was not denied on that basis. The decision was strictly made due to the pre-existing condition exclusion defined in the contract.
  Customer Service Interaction:
  Our records show that Ms. ****** was emotional during the process, and we understand this has been a frustrating experience for her. We made efforts to explain the decision and communicate professionally at every stage. While we respect her right to seek additional opinions or legal counsel, we remain confident that the claim was handled correctly and according to the policy guidelines.
  Closing:
  Merit Administration is committed to fair and transparent claim handling. We regret that Ms. ****** was dissatisfied with the outcome but must uphold the standards set forth in our service agreements to ensure consistency and fairness to all contract holders.
  If Ms. ****** has additional documentation that she believes supports her claim, we remain open to reviewing it.

• Initial Complaint

  Date:10/28/2024

  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.

  October ******* Merit my extended warranty denied me to pay for repairs for my car being serviced at the dealership. *** never used my warranty until now *** had it since September ******. My repairs were a total of $3600

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for forwarding Ms. ********* complaint to us. We appreciate the opportunity to respond and clarify the reason for the denial of her recent warranty claim.
  Ms. ******* submitted a claim on October 21, 2024, for repairs related to sway bar links and a left engine mount. During the review process, it was noted that her vehicle had exceeded the required service interval by over ****** miles since the last documented maintenance. According to the terms of her warranty policy, consistent maintenance is necessary to maintain coverage eligibility, including adherence to service intervals. Unfortunately, the lack of required maintenance records prevented us from approving the claim.
  Our team reached out to Ms. ******* to request any additional service documentation that might support her claim. However, after a thorough review of the available records, the claim remained denied due to non-compliance with the maintenance requirements.
  We understand that Ms. ******* is disappointed by this outcome. Should she wish to cancel her coverage, we are happy to assist in that process and will notify our administrative team to facilitate her request.
  Thank you for allowing us the opportunity to clarify this matter.