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:05/24/2025

  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 constantly received phone calls from this company and I block their number everytime they call. I have been asked to be put on the do not call list MULTIPLE times. They are harassing me about a vehicle I dont even own anymore. Please make them stop. They call at all hours of the day

  Business Response

  Date: 05/30/2025

  ********* *.,
  Thank you for bringing this matter to our attention. Palmer Administrative Services does not engage in solicitation calls, as we are an administrative service provider. Our calls are limited to existing customers regarding payments or policy updates.
  We have no record of contacting Ms. ***** ******, as she is not a customer. However, to address her concern, we have added her number *************) to our Do Not Call list to ensure she receives no calls from us. Additionally, we will send a memo to our affiliated sellers, instructing them to refrain from contacting this number.
  We believe the calls may be from a seller not directly affiliated with us, and we recommend Ms. ****** identify the specific caller for further action. Please let us know if additional information is needed.

• Initial Complaint

  Date:05/23/2025

  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 purchased a auto warranty with this company and they are not complying with the warranty agreements that was informed to me upon purchase and phone conversations. It appears that every time I or an auto repairman sends an email to Palmer concerning repairs for my car warranty, they reply, it not acceptable within the warranty. They stated to me they would pay for my diagnostic fee, now they are saying they not going to pay for anything. in my opinion they are fake company who preys on the intelligence of the customer to collect funding from them per month with no services rendered. They also keep you on hold on the telephone for minutes running into hours to either disconnect you or give falsified statements about your contract agreement. Something should be done to stop from taking people fundings and not providing the services, leaving them to pay out of pocket for the billing. I am a Senior citizen on a low fixed income wo lives in a rural area that requires car transportation. Thank you and any assistance that the BBB can assist me with will be highly appreciated.

  Business Response

  Date: 05/26/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and have conducted a thorough review of Ms. ******* file and communications to date.
  Ms. ***** holds a vehicle service contract that outlines specific coverage terms, including limitations on repair facility types and covered repairs. While we understand her frustrations, we would like to provide clarification and context for the situation.
  Our records indicate that Ms. ***** has been in contact with our claims department on multiple occasions regarding repair approvals. Notably:
  She was advised that services from mobile mechanics are not eligible under the terms of her contract. We require repairs to be completed at licensed brick-and-mortar facilities to ensure quality assurance and verifiable documentation.
  Our team provided guidance on moving her vehicle to a qualifying repair facility and explained the process for obtaining rental reimbursement (up to $150), which is clearly stated in her contract.
  Diagnostic fees are considered for reimbursement when a covered repair is authorized and completed. In this case, the repairs submitted for approval were either not covered by the contract or lacked sufficient documentation for review.
  We located a delayed email from the repair facility regarding a refrigerant recharge and responded accordingly. Once we received the necessary documentation, we provided appropriate direction on how to proceed.
  Ms. ***** also requested a phone call from a manager. While we acknowledge her preference not to use email, we made efforts to accommodate her request and offer direct support, although communication challenges arose due to hold times and call volume.
  We understand Ms. ******* disappointment and sincerely regret any inconvenience or confusion. That said, Palmer Administrative Services has consistently acted in accordance with the terms and conditions of her contract. Our goal remains to support our customers while operating fairly and within the boundaries of their agreements.
  At this time, we are unable to issue a billing adjustment or refund, as the disputed amount reflects the cost of the service contract which has been active and available for use per its defined coverage. However, we remain open to further communication and will gladly review any new documentation that supports a covered claim.
  Sincerely,
  Palmer Administrative Services

• Initial Complaint

  Date:05/14/2025

  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 canceled my vehicle protection plan back in December of 2024. A certified letter was sent and received on 12/12/24 confirming my cancelation request and full refund due to my car being a total loss in an accident. I have called multiple times since then and each time I am told to just keep waiting because it takes 16 weeks. It has now been well over 16 weeks. I called in Mid April 2025 and was told that my request was processed and calls would be going out on Thursday and payment would be sent out on Friday. I continued waiting for several Thursdays and Fridays and finally called again today. I was told that the refund has been approved but nobody can tell me how long it will take to be sent out. She said that she has seen it take over a year to be sent out. Then she proceeded to tell me that the policy is not even refundable and when I told her thatbit IS in fact refundable and i mentioned that the letter included my car accident lawyers contact info in case they needed to reach out and she quickly ended the call. I would like my refund sent out as soon as possible.

  Business Response

  Date: 05/15/2025

  *********,
  Thank you for bringing this matter to our attention.
  We have reviewed Ms. ****** ***** concern regarding the cancellation of her vehicle protection plan and the requested refund.
  After verifying the account details, we can confirm that a pro-rated refund check in the amount of $1,164.26 was processed and mailed to the address on file on May 10, 2025. This refund amount was calculated based on the terms of the policy, which allows for a pro-rated return.
  We sincerely apologize for any confusion or delays experienced during this process. We understand Ms. ***** frustration and have taken steps to ensure clearer communication moving forward. If Ms. ***** has not yet received the check, we kindly ask her to allow a few more days for delivery. Should there be any further issues, we would be happy to reissue the payment with verification of non-receipt.
  Thank you for the opportunity to resolve this matter. Please let us know if you require any additional documentation.

• Initial Complaint

  Date:03/29/2025

  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.

  THIS COMPANY IS NOTHING BUT A SICK *********** My car has been stuck at a shop needing a new transmission for over 5 months & now the ** wants it towed off property until i can figure out a solution to the situation that Palmer has put me in. The shop, my mother, & I have all spent COUNTLESS HOURS (we should be compensated for in some way) trying to reach a claim *** but all we get is elevator music until eventually getting disconnected. This is the third warranty I've had for this ********* literally night & day comparing this one to the others. They did reach out to me (red flag #1?) & the other warranty had just run out so after spending well over an hour discussing the company & plan options with the *** all seemed legit so i set up a policy- definitely failed to mention that apparently their TX licensing had actually expired almost a year prior...(red flag#2?) They happily took our money each month & then my transmission went out out on me. The shop contacted Palmer to start a claim & an adjuster was promptly sent out to verify what work needed to be done. Only after that adjuster was sent out & a claim attempted to be started were we told that they wouldn't accept the claim due to me apparently "purposely giving them the wrong mileage when i set up the policy". I was completely unaware of this since I literally read it off the odometer. At this point I was well past the stated waiting ************** that the policy required to be active before being able to do a first claim. I was never made aware of this apparent disc***ancy so couldn't have been THAT MUCH of an issue since they continued happily accepting my money for protection in an emergency until I actually needed *********** wanted to avoid paying out on an over $5000 job. This situation has literally been traumatic, costing me two jobs, my home, and ******* this point I am escalating to finding ***resentation post haste. I'm only asking for what you sold me.

  Business Response

  Date: 03/31/2025

  We have reviewed Ms. ********* claim and the circumstances surrounding it. Unfortunately, the claim was denied due to a discrepancy in the reported starting mileage at the time of policy purchase. Our records indicate that when the contract was purchased on November 3, 2023, the starting mileage was recorded as *******. However, a ****** report from May 28, 2022, shows the vehicle had ******* miles, meaning the reported mileage at the time of purchase was incorrect. This discrepancy invalidated the policy per the contract terms. We regret any inconvenience this situation has caused Ms. ********* If she would like to discuss alternative solutions, we encourage her to contact our customer service team directly at **************

• Initial Complaint

  Date:12/09/2024

  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.

  I have submitted My first claim on April ** a second one back in june . I have sent several emails with all the documents requested The last email said that I submitted everything and I should wait for an email and checks. Not been able to talk to anyone or got an email response yet . Its been eight months since the first claim and NO REIMBURSEMENT NOR RESOLUTION YET.

  Business Response

  Date: 12/11/2024

  We apologies about the delay in your claim payments. We have issued both claim payments which should arrive in the coming days. 

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/09/2024

  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 have been trying to get through to them since Friday about paying a claim for services & at first we got a disconnected message; so I waited until today. My claim for a major repair which is covered is being denied after I have paid off my contract 14 months early. No one answers the phone, & every time you call they transfer you to a claims department and your on hold for half an hour and then the phone just disconnects; this is my 4th time calling since 9am this morning & since 2:45pm on Friday! I have paid $4700 in an extended warranty policy that doesn't expire until 2026.

• Initial Complaint

  Date:11/15/2024

  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.

  A warrenty claim was filed and approved but not paid. The claim line never answers Policyholder:***** J ****** Vehicle Covered:Infiniti QX60 VIN #:5N1 DLOMNOKC556384 Contract#: AAPL131252 Coverage:POWERTRAIN ENHANCED Contract Purchase Date:3/15/24 Expiration Date: 04/15/28 Deductible: $100 Expiration Miles: ******* Service Completion Date:10-24-24 Claim Approval Code:S R 0 5 B I V W Date Payment Denied: 10-25-24 ***** J. ******

• Initial Complaint

  Date:10/29/2024

  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 was approved for a repair and a refund over 6 weeks ago and I have not been able to receive any updates regarding this matter. I've emailed and called the company however no answer from the calls. I sit on hold and when they answer they hang up. The emails have no response either.

• Initial Complaint

  Date:10/15/2024

  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.

  Palmer Warranty authorized a warranty claim, but cannot reach anyone for payment. Endless hold on the phone until hung up.

• Initial Complaint

  Date:10/11/2024

  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 purchased a *************** Agreement from Palmer on 9/26/22. They assured me at the time that if I sold/traded in the car I could cancel and file for any refund due. I paid on this agreement ********** December of 2023 I traded in the covered vehicle for a new car. I called Palmer on 12/13/23 to cancel the warranty and stop the monthly automatic payments. I was instructed on what info to send to Palmer in order to receive the refund due me. I sent all of that information on 12/18/23. I have called every couple weeks and still have not received my refund. It has been nearly 10 MONTHS!! Everytime I call they tell me that they will send an email to ****************** and someone will give me a call before they send the check. STILL NO CHECK! By my calculations I am due over $1000.00. I think that this company is a **** and I will never get the money that is owed to me.

  Business Response

  Date: 10/16/2024

  Dear **** ***** and BBB of **********,
  We sincerely apologize for the delay in processing your refund request. After reviewing your case, we have confirmed that a prorated refund in the amount of $1,334.16 has been processed and mailed to your address on file. Please allow 3 to 4 business days for the check to arrive.
  We value your business and regret any inconvenience caused during this process. If you have any further questions or concerns, please feel free to reach out to us, and we will be happy to assist you.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22410640
  
  I am rejecting this response because: While I appreciate your attention to this complaint, I am waiting to receive the check and cash it before I accept this response. I have been told on many occasions in the last 10 months that my account was being handled and so far I havn't received a thing. Once the check is cashed I will respond to this again.
  
  
  
  Regards,
  
  **** *****