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:10/08/2024

  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 bought an extended warranty from Merit for my 2017 ***** suburban in April 2023 for $3502. In August 2024 while traveling cross country my transmission went out at right around 150k miles. I bought the vehicle used with right at 103k miles and planned to get the transmission serviced at my destination because it would be at the 50K miles point and I knew it would need the service. I didnt know that it hadnt had any transmission services done before I had purchased it. I did all required maintenance on the vehicle at the appropriate times. Merit is refusing to pay for the transmission even though it is covered in the extended warranty or even helping cover half.

  Business Response

  Date: 10/24/2024

  Consumer will have to contact us directly. 

  Customer Answer

  Date: 10/25/2024

  Complaint: 22398328
  
  I have reviewed the business' response and am rejecting it because: I have been in contact with the business since the transmission went out and tried to come to some kind of settlement with them weather it was them paying half or any kind of help from them to get the vehicle fixed. 
  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/29/2024

  Dear Better Business Bureau,
  Thank you for bringing ***** ****** concerns to our attention. We understand the frustration shes experiencing regarding her denied transmission repair claim, and we are committed to clarifying the reasoning behind this decision.
  After reviewing Ms. ******* warranty policy and service records, we found that her claim was denied under Exclusion #9/I of the policy due to a lack of necessary maintenance records for the transmission service interval. Ms. ***** purchased the vehicle with approximately ******* miles, and the policy specifies that transmission service is required at intervals of ****** miles. However, there is no record of the required transmission service at the 135,000-mile interval, which is vital for ensuring continued coverage under the terms of the warranty.
  Our representatives worked diligently to explain this policy requirement to Ms. ***** on multiple occasions and provided her with all necessary documentation to clarify the coverage terms and exclusions. We understand she expressed dissatisfaction with the outcome, and we sincerely regret any frustration caused by the decision.
  Please be assured that our policies are in place to provide fair and consistent coverage to all customers based on their adherence to maintenance guidelines, which are necessary to uphold the integrity of the warranty. While we empathize with Ms. ****** situation, the terms of her warranty do not allow for coverage of this claim due to non-compliance with these maintenance requirements.
  If further clarification is needed, we remain available to discuss any additional questions regarding the warranty terms.

• Initial Complaint

  Date:08/28/2024

  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.

  I pay monthly for an extended warranty. The part on my car needs replacing and is covered under my warranty but was denied because I drove the car from the mechanics to a store in which the car seized on me for other reasons and was towed back to the mechanics. They denied it because they stated I continued to drive the car while waiting to see if they would cover the work that should be covered. It took a total of 8 days for them to deny my claim I have been without a car for 8 days because they took so long to respond back to the mechanic. I want this insurance company to pay for the repair that I have been paying them for every month. It is not right that they should get away with this kind of stuff. We purchase extended warranties to feel safe in our purchase companies like this distroy people lives and makes me never trust another extended warranty company.

  Business Response

  Date: 09/12/2024

  Dear Better Business Bureau and ****************,
  Thank you for bringing this matter to our attention. We understand the frustration that vehicle repairs can cause and appreciate the opportunity to address your concerns.
  Upon reviewing ****************** claim, we would like to provide a timeline and clarification of the events leading to the claim denial:
  The claim was initially called in on the late afternoon of Friday, 8/23/2024. At that time, we informed the repair facility that we would require an estimate, diagnostic report, and the vehicles maintenance records to process the claim.
  On Monday, 8/26/2024, late afternoon, we were contacted by the repair facility again. At that time, we communicated that we were still awaiting the necessary maintenance records and the part numbers for the repair in question.
  On Tuesday, 8/27/2024, we had further discussions with the repair facility, during which it was confirmed that there were no maintenance records available for the vehicle. We explained that these records are required per the policy for claim evaluation, and this was communicated to both the repair facility and ****************.
  It was also confirmed that the vehicle was driven away from the repair facility on 8/23/2024, after which it stalled and had to be towed back. During this period, the repair facility cleared the codes, and they had been test driving the vehicle to try to reproduce the codes.
  On Wednesday, 8/28/2024, the claim was denied due to continuation of use, which is a stated exclusion in the policy. This exclusion applies when a vehicle is driven after a mechanical issue is identified and has the potential to cause further damage. In this case, the vehicle was driven after the issue was discovered, and the repair was not completed, thus leading to the claims denial.
  We understand the inconvenience this situation has caused, but based on the policy terms and the outlined exclusion for continuation of use, we were unable to approve the repair.
  We strive to process claims as efficiently as possible, and we regret any delay that may have occurred during this time. However, the denial was based on the specific terms of the policy, which were followed accordingly in this case.
  If there are any additional questions or concerns, we are happy to address them further. We value **************** as a customer and are committed to providing clarity on our process.

• Initial Complaint

  Date:06/20/2024

  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 bought a extended for my used ******* Santa Fe because my engine was broken and they found a loophole so they don&#**;t have to pay for a new one so not only are they a terrible company, they don&#**;t honor their agreements so if you are looking for a good insurance company, don&#**;t choose this one, and their customer service is terrible, for instance when you call them to get an explanation on a problem they have an attitude. Both ******* ******** and H32**3233353331353830H was giving me the run around. Hopefully the plan is to take them to court and get my money back.I would like for them to repair my car or give me my money back.

  Business Response

  Date: 06/24/2024

  Dear ****************,
  Thank you for contacting us regarding the denial of your recent claim. We understand your frustration and appreciate the opportunity to provide further clarification.
  Based on the inspector's report and the pictures provided, it has been determined that your vehicle is experiencing a failure of the valve on cylinder 2, which is causing a loss of compression. The recommended repair involves replacing the engine.
  However, according to Exclusion #** of your policy, loss of compression due to failure of valves is not covered. This specific exclusion means that we are unable to approve claims for repairs related to valve failures that result in loss of compression.
  We understand that you have been dissatisfied with the service and communication you received, and we regret any inconvenience this has caused. Our goal is to ensure that all claims are handled fairly and in accordance with the policy terms.
  If you have any additional questions or need further assistance, please do not hesitate to contact our customer service department. We value your business and are here to assist you with any future needs.

• Initial Complaint

  Date:06/12/2024

  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 have been doing business with this company since Dec of 2023. My truck starting having some issues so I took it to a local mechanic. He advised me to take it to a dealership because he could get the code to run on his machine. I took it to the Ram dealership on 5/17/2024. This week will make 4 weeks that my truck has been there because this company is refusing to fix it. They keep wanting more information from them. They have sent everything that was ask of them but still nothing is getting done. This is my transportation and I need this problem fixed. Prior to this I had no issues with my Ram. Just had the usual oil changes and tires done. I'm really to the point of taking legal action if necessary. I pay every month so I don't have this problem and they don't care to take my money. But my Ram isn't getting fixed.

  Business Response

  Date: 06/24/2024

  Dear ************,
  Thank you for reaching out to us regarding your recent claim denial. We understand how frustrating vehicle issues can be, and we appreciate the opportunity to address your concerns.
  After reviewing your claim and the associated documentation, we found that the denial was based on two specific exclusions in your policy:
  Exclusion #7 - Continued Operation of the Vehicle with Known Issues: This exclusion applies when a vehicle is operated despite known issues, which can aggravate the existing problem or cause further damage.
  Exclusion #** - Pre-Existing Conditions: Our records indicate that the issues causing the P1D6C code originated ***** miles ago, at ******* miles. This was before your policy was purchased and appears to have occurred shortly after the service on 11/28/2023 at ****************** As such, these issues are considered pre-existing conditions and are not covered under your current policy.
  We understand that you rely on your vehicle for transportation, and we regret any inconvenience this situation may have caused. However, based on the terms of your policy, we are unable to cover repairs for issues that were present before the policy was in effect or that were exacerbated by continued operation of the vehicle with known problems.
  If you have any further questions or need additional clarification, please do not hesitate to contact our customer service department. 

• Initial Complaint

  Date:05/08/2024

  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 think that they misrepresented what they were offering so I had to sign an agreement with them. I&#**;m concerned because I kept telling them I want to cancel, I want to cancel and they wouldn&#**;t do anything. I would like for them to stop bothering me.

  Business Response

  Date: 05/09/2024

  Dear BBB and *****************************************,
  We at Merit Administration appreciate your feedback and are here to address your concerns as outlined in the recent complaint.
  We would like to clarify that Merit Administration has not been directly attempting to contact you. Our services and coverage plans, including yours, are sold and managed through our trusted partner, US ********************* Services. They are responsible for account management, including payment collections and handling requests for cancellations or changes to the plans.
  According to our records and partnership agreement, it is US ********************* Services who has been attempting to reach out to you regarding the delinquent payment on your account. We sincerely apologize for any confusion or inconvenience this may have caused.
  To resolve any issues with your service or to discuss changes to your account, including cancellation, we kindly request that you reach out directly to US ********************* Services. They can be contacted at **************. They will be able to assist you promptly with your concerns.
  Furthermore, if you wish to cancel your service, please refer to the policy booklet provided at the time of your purchase, which outlines the process for submitting a written cancellation letter. Adhering to these guidelines will ensure that your request is processed efficiently.
  We respectfully ask that you consider withdrawing your complaint against Merit Administration, as it appears there might have been a misunderstanding regarding which entity has been communicating with you. We believe that there has been no wrongdoing on our part that would warrant a complaint.
  We value our customers and strive to provide clear and accurate information regarding our services and partnerships. If you have any further concerns or need assistance, please do not hesitate to contact us directly.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 05/10/2024

  Complaint: 21683706
  
  

  Thank y ou for filing my complaint against Merit Administration.

  
  I have read their response letter, stating that they are not responsible for contacting me for payments, but that it is actually their partner comany, US *****************************,  that has been harassing me.  This appears  to be yet another attempt by Merit to evade accountability and avoid canceling my service. Their shady tactics is exactly why I have reached out to you for assistance.

  
  I will not withdraw my my complaint against Merit. In addition,  I have contacted The Better Business Bureau in ******** and was informed that Merit is not registered in the state of ******, and they have had numerous complaints filed against them in the last year. Furthermore, if in fact, US ***************************** is responsible for calling my home every day since 4/28/2024, I would also like to file a complaint aganst them as well.

  
  A simple cancelation of a policy should not require this much effort. I hope you can help me resolve this issue quickly so that we can all go on with our lives. Your guidance and support is much appreciated.
  
  
  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/15/2024

  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 paid them $108.93 every month for 2 years and after this I didn&#**;t have to pay anymore. It was a deluxe plan with the policy. It was supposed to expire on Jan. 9, 2026. I had a 35 point inspection on my car and this is when they found out I needed new ball joints and arms. When I put in for it, they denied the claim. I had to pay $1,055.97 and had to put it on my credit card. I would like to be refunded for paying for this repair.

  Business Response

  Date: 03/26/2024

  Dear **************,
  Thank you for reaching out through the Better Business Bureau to express your concerns regarding the denial of your claim. At Merit Administration, we are committed to transparent communication and customer satisfaction, so we appreciate the opportunity to address this matter directly.
  Upon thorough review of your claim regarding the need for new ball joints and control arms on your vehicle, it was determined that the denial of coverage was indeed accurate based on the terms and conditions of your contract. Specifically, the control arms and bushings were found to be covered in rust, a condition explicitly excluded from coverage under our policies. This determination was made in accordance with the contractual agreement in place, which outlines covered and excluded conditions for repairs.
  We understand the frustration that can arise from having a claim denied, especially after contributing monthly towards a policy intended to mitigate such repair costs. On March 14th, you reached out to *****, the selling entity of your policy, to express your dissatisfaction. Its important to clarify that during that communication, there was no request for a full refund or cancellation of the policy.
  Your contract, initiated on December 11, 2021, remains active and in good standing. We sincerely regret any inconvenience the repair and its associated cost of $1,055.97 have caused you, particularly the necessity to resort to credit card payment.
  While we stand by the claim denial based on the specific exclusions of your policy, we also understand your position and the significance of customer satisfaction. Should you decide to cancel your policy, we are prepared to offer a prorated refund in recognition of the active status of your policy and the time remaining until its intended expiration.
  To proceed with a cancellation and prorated refund, or to discuss your policy and coverage in further detail, please contact us directly at your earliest convenience. We are here to assist you in understanding the coverage specifics and exploring all possible resolutions to ensure your satisfaction.
  We value you as a customer and are committed to providing a fair and considerate response to your concerns. Thank you for allowing us the opportunity to address this matter, and we look forward to assisting you further.

  Customer Answer

  Date: 04/09/2024

  They didn't honor what they said in the complaint.  

• Initial Complaint

  Date:02/28/2024

  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 filed a claim and my claim was denied for what they are calling a &#**;pre existing condition&#**;. I have kept up with my vehicle maintenance and was never told about these issues.

  Business Response

  Date: 02/28/2024

  Dear **************,
  We acknowledge receipt of your complaint filed with the Better Business Bureau regarding the denial of your claim. We understand and empathize with the inconvenience and frustration this situation may have caused you. At Merit Administration, we are committed to providing clear, fair, and transparent service to all our customers, and we take your concerns seriously.
  Upon reviewing your claim, it was determined that the claim denial was based on the following exclusions as outlined in your policy:
  Exclusion #** - Pre-Existing Conditions: Our review, supported by Mode 2/Freeze ********** and your vehicles maintenance records, indicated that the engine misfires had originated and remained unrepaired since before the inception of your policy on March 28, 2022, at ****** miles. It was noted that the P0**0 Diagnostic Trouble Code (DTC), which indicates a misfire, was detected and cleared at ****** miles, suggesting that the condition existed prior to the coverage period.
  Exclusion #7 - Continued Operation of the Vehicle with a Known Issue: The records indicate that the P0**0 DTCs were detected and subsequently cleared ***** miles ago without any associated service records for diagnosis or repair. This suggests that the vehicle was continued to be operated with a known issue without attempts for repair, which is against the policy terms.
  Exclusion #** - Loss of Compression and Oil Consumption: The policy does not cover engine failures caused by loss of compression and/or oil consumption. These conditions are often indicative of underlying issues that are not covered under the terms of our agreements.
  While we completely understand that you have made efforts to maintain your vehicle, the decision to deny the claim is based on the specific terms and conditions of your policy agreement. These exclusions are in place to ensure fairness and to keep insurance premiums affordable for all our customers by not covering pre-existing conditions or issues that arise from continued operation after a problem is known.
  We provided this explanation directly to you via email and also communicated the denial and relevant policy exclusions over the phone, offering guidance on possible next steps, including contact information for the United States ********************* Services (USAPS) for further assistance.
  We value you as a customer and are here to answer any questions you may have or to provide further clarification on this matter. Please feel free to reach out to us directly at Merit Administration..

• Initial Complaint

  Date:02/21/2024

  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.

  So I was sold a extended warranty and I was told I just needed to keep up with the vehicle maintenance and do oil changes which I have done and these people just keep trying to deny my claim I was not told about all the parameters needed to get my vehicle repaired during the sales call I was told to just keep up with my oil changes I’ve done so, and they just keep denying in my claim. I’ve looked up their reviews and I keep seeing things about them being a scam company and not paying and I can kind of see why people think that because they have done everything they can not pay and I’ve already paid 3100 dollars to their company and now that my car has broken they are refusing to fix it even though I keep sending them the correct paperwork I needed I just wanted to at least get my money back but I would much rather them honor the deal to fix my car like I had in the sales call I was never told during the sales call about any of the stuff they are are asking for or I never would’ve signed up for it. I feel like they know exactly what they were doing when they did it they told me to put a pamphlet that they would be sending into my glovebox not letting me know that had the contract details in it they said I would only need the pamphlet if I had a breakdown of any kind so I did exactly what they said and I’ve been sending them all the information they need and they just keep looking for excuses to deny my claim. I just want a reasonable solution to this problem. I would just like them to fix my car or give me my money back because I feel like I was sold a lie. I was never told everything that they needed me to do or I would’ve never signed up for their plan And hindsight, I should have looked up their reviews and I would’ve found out everything I needed to know about this company. They are not trying to help they just want to steal your money.

  Business Response

  Date: 02/27/2024

  Dear Mr. ******,
  We at Merit Administration take customer feedback and satisfaction very seriously, and we appreciate the opportunity to address your concerns as outlined in your complaint to the Better Business Bureau.
  Upon reviewing your file, we understand that you purchased an extended warranty for your vehicle through ** ********** ********** Services, which qualified you for a plan administered by Merit Administration. We acknowledge that your claim, initially denied on February 1, 2024, due to a lack of maintenance documentation, was subsequently reopened for review upon your provision of the required maintenance records.
  We regret to hear that interactions during this period did not meet your expectations. Regarding the reinstatement of your coverage, we must clarify that once a policy is canceled, reinstatement is subject to specific terms and conditions, which, in this instance, unfortunately do not allow for the coverage to be reinstated. We understand this may be disappointing, and for that, we are truly sorry.
  In alignment with our commitment to customer satisfaction, ***** has provided detailed instructions for submitting a request for any refund that may be due. We encourage you to follow these instructions to expedite the processing of your refund.
  While we regret that we cannot offer a review of your case, we hope that the information provided and the steps outlined by ***** for processing your refund will assist in resolving this matter to your satisfaction.
  Thank you for bringing your concerns to our attention. Should you have any further questions or need assistance with the refund process, please do not hesitate to contact us at 1-************.

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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 purchased an extended warranty last year over the phone from Merit Administration for my 2017 **** Fusion. They offered with the condition that would be covering pretty much any mechanical breakdown with a deductible of $100. Since then I only received a card with my agreement number on the mail, never had access to my rights or any conditions that could be applied to my policy. Recently I found out an manufacturer problem on my vehicle and had to contact them to file a claim. The company is denying my claim and imposing that I could not have driven my vehicle after finding out even though that was never specified to me and I instructed by a mechanic that I should take my car to **** but it wasn't anything that I could not drive the car while I could look for an appointment. This company purposely did not provide me information and now is failing to comply with what they promised they would.I never had access to my contract.

  Business Response

  Date: 02/21/2023

  See attached
  See Attachment/File: BBB Case ********.docx

  Customer Answer

  Date: 02/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need my problem solved. I never received any contract through email the first email that I received from their company was from the claim department after I opened the claim. I only received my card in the mail which does not contain contract information. You purposely hid information from me and now are trying to use it against me. When a mechanic takes a look at the car and said it need a new engine, it's a new engine no matter what, it's not a repair. When it is a repair they recommend you not to drive the car to prevent further damage. I should not have to be going through this information because this is something you are aware of. Acting in bad faith is not acceptable no matter what your excuse is.

  Business Response

  Date: 02/23/2023

  See attached.
  See Attachment/File: BBB Case ******** 2nd response.docx

  Customer Answer

  Date: 02/24/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will take the refund of my $738 dollars and cancel this warranty. I am not satisfied with the resolution but I can't go through more stress under the circumstances that I am right now.