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:09/30/2024

  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.

  Purchased two contracts w/ the *********************** on 3/8/2024 for which Palmer is the Administrator. I had 30 days to review the policy. When I received the policies in the mail and discovered that Palmer was the Administrator, I immediately called to cancel (4/2/2024). I was told that I would receive a code via email to cancel. I never received the code. When I called back to inform them that I did not receive the code, they then said that I would have to send in a notarized letter of cancellation (they would not reimburse for notarization) before the refund can be processed.I am still waiting on that $99 x 2 refund. I called today (09/30/2024) and was told that no refund was due because the accounts were cancelled for non-payment.

• Initial Complaint

  Date:09/18/2024

  Type:Product 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 requesting an email confirming the cancellation of my policy with this scam company for 2 weeks. All that ever happens to me is that I am placed on hold for 2+ hours or I'm hung up on by their piece of c*** employees that are all scammers too. SEND ME MY EMAIL IMMEDIATELY. POLICY NUMBER LOTBF478945

  Business Response

  Date: 09/18/2024

  Thank you for bringing this matter to our attention. We have reviewed Mr. ******* ********* complaint regarding the cancellation of his policy (Policy Number: LOTBF478945).
  Please be advised that a formal letter confirming the cancellation of his policy was mailed to the address we have on file. The policy has been officially canceled.
  If Mr. ******** requires any further documentation or assistance, we are more than happy to assist. He can contact our customer service department directly at ************ to resolve any remaining concerns.
  Thank you for allowing us the opportunity to clarify this matter. We remain committed to resolving any outstanding issues.

• Initial Complaint

  Date:09/06/2024

  Type:Product 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 contacted Palmer to cancel my auto vehicle service agreement on 2/12/24. I requested my refund check. I called again in June 13 2024 to inquire when I would receive my refund. I was told I needed to send a notice of cancellation with a notarized signature. I did so that day. I called on 9/6 to ask the status of my refund check. I was Given 3 different reasons on 3 calls that I would not receive a check. I was told to call ***** that drew the payments. ***** said Palmer would need to send an email for ***** to cut a check to me and to call Palmer. I called Palmer and was told the matter would be referred to a manager for resolution. This Palmer business is obviously a scam. Please assist me in resolution of this matter. Thank you. ***** *****

  Business Response

  Date: 09/20/2024

   Ms. *****,
  Thank you for reaching out and sharing your experience. We understand your concerns regarding the cancellation of your vehicle service agreement. Upon reviewing your account, we found that the last payment we received was on 2/12/2024. Unfortunately, the policy was cancelled due to non-payment, and despite our attempts to contact you regarding the outstanding balance, we were unable to reach you.
  According to the terms of the agreement, refunds are not owed in cases where the policy is cancelled due to non-payment. We regret any confusion or inconvenience caused and appreciate your understanding in this matter.
  If you have any further questions, please do not hesitate to reach out.

• Initial Complaint

  Date:08/06/2024

  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.

  On the 13th of each month, I was charged $90.00 for an extended car warranty. Palmer was supposed to pay for repairs to my vehicle. I took my car to ******** **** and **** ****** to replace my engine. Palmer approved $2485.00 for the engine replacement and 15.6 hrs of labor at 100 an hr. They didn't make a payment after the car was completed and they followed all the ways that they asked to fill out a claim and send the final bill for payment days ago. I have spent hours on hold they will not answer any calls and customer service gives me the runaround. I can't get anywhere with them. The shop is threatening to take my title if I am not paid. I am on SSDI and it is the only thing I own. Plz help I need my car to go to the doctor and hospital.

  Business Response

  Date: 10/17/2024

  The final invoice was received for this claim and the claim was paid on 08/14/2024.

• Initial Complaint

  Date:08/06/2024

  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 been paying Palmer Administrative services for a warranty in case my car had problems. I took it to **************************** and they did an claim online. Palmer approved the claim for $1900.00. Once the car was fixed the Auto Air tried calling Palmer to get payment. Palmer said their credit card was compromised and they were waiting on another card which they should have received that day being Wednesday July 31. Later that afternoon Auto Air tried calling back to Palmer for payment but no has not answered the phone since. Auto Air has tried calling since the car was completed 6 days ago. They have called 2 and 3 times daily with no answer. I have also tried calling 3 and 4 times daily and sent emails to the company but have not received a response. My car is still at **************************** because they will not release without payment. This is my car that I do business in. I am at a lost and don't know what to do from here. I spoke with Palmer's customer service department but they said they could only send an email but could not give me a direct phone number to the claims department. My car is still there waiting to be picked up from **************************** @ ************ (*********************************). Warranty account #************** and the contract is AAPL131964.

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced processing this claim. Our records indicate that this claim has been paid in full as of 08/09/2024. Please let us know if we could be of any further assistance with this claim.

  Customer Answer

  Date: 08/19/2024

  [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:08/01/2024

  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 needed to file a claim for repairs on my car. I called Palmer Admin Services on June 24, 2024 to inquire how to file a claim. My calls went unanswered for a couple of weeks. I finally talked to customer service and was informed to have the dealership(Audi of Wilmington) file the claim on the website. On July 15, 2024 the dealership supposedly filed my claim. I have continued to call the claims department with some questions and to get an update on the status of my claim. But my calls have still gone unanswered.

  Business Response

  Date: 08/02/2024

  Upon receiving the complaint, we thoroughly reviewed Mr. ******** case. We have verified that the claim was indeed filed by Audi of Wilmington and has since been processed. Here are the details of the approved claim:
  Total Authorized: $450.00
  Breakdown of Approved Amounts:
  Water Pump and Associated Parts:
  OEM FMV No Ship (Part #**m121013d):
  Authorized: $290.66
  Shop (Part #**m121688):
  Authorized: $10.74
  Shop (Part #G12e0501grtu):
  Authorized: $20.00
  Labor Charges:
  Authorized: 4.5 hours @ $100/hour = $450.00
  Claim Update and Approval: The claim was approved for direct payment in the amount of $671.40. We acknowledge that there were communication lapses and delays in updating ****************** on the status of his claim. We have taken steps to ensure such delays do not occur in the future, and we are committed to providing timely updates to our customers.
  
  Contact Information: ****************** can reach out to our customer service department for any further queries or clarifications regarding his claim. Our team is dedicated to assisting him and ensuring a smooth resolution process.
  Once again, we appreciate the opportunity to address this concern. We strive to provide the best possible service to our customers and will use this feedback to improve our processes.
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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.

  Palmer car warranty claims office will not answer their phone. I have been trying to contact them since March 2024 to fix my car! I have had customer ******************** send Claims messages about my situation. **************** will connect to claims and the phone will ring for over 30 minutes until it just hang up!! I have call them more than 30 times no response back!! I have sent more than 10 e-mails no response back: I contact a claims July 2024 the phone ring for almost an hour, a staff name ****** he said he's a manager and he look up my information and stated to me you call us back in March, I said yes: I explain to him my car is at Right Price Auto repairs and the owner name is *****: ***** have sent claims pictures of my vehicle and filled out all the documents claim sent him: Now its time for approval: Claims mention to ***** on July 2024 an adjuster will come out, the adjuster never shows up: ***** has been calling claims daily no one will answer the phone: ***** has e-mail claims no one responded back!! It's very frustrating living on a income and watch money leave your account . I believe this company is a fraud!! I will like a refund for the full contract agreement! I believe I may have to take them to court, because no claims agents is answering their phone: I have spent money for rental car and transportation . My car has been in the shop for a month waiting on approval. If you really want to help contact claims and talk with claim manager *************** promise me he will take care the situation, ***** gave me his direct line to him # ************ I been calling this number for weeks no one will answer!! If you really want to help me call Right Price Auto and asked for ***** the owner, his number is ************. I read many customers that's having the same problems I'm having with Palmer car warranty!! Palmer has hire 3 party call line and they tell me we been getting similar complaints.

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced while filing this claim. Our records indicate that this claim approval was delivered to your repair facility via email on 08/08/2024. Please let us know if we can assist any further with this claim.

• Initial Complaint

  Date:07/29/2024

  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 HAD AN ISSUE WITH MY CAR AND I TOOK MY CAR TO THE REPAIR SHOP AND THE REPAIR SHOP CONTACTED PALMER TO SEE IF THEY COULD GET THE CLAIM APPROVED SO ONCE PALMER REACH BACK OUT TO THE REPAIR SHOW GIVING THE APPROVAL TO FIX MY VEHICLE THEN BODGENS AND SONS REPAIRED MY VECHICLE AND TRIED CONTACTING PALMER TO PAY FOR THE APPROVED CLAIM AND NEVER GOT NO ONE TO PAY IT SO THE REPAIR SHOP CONTACTED ME TO LET ME KNOW SO IVE TRIED CONTACTING PALMER AND I GOT NOTHING BUT A RUN AROUND AND ITS GOING ON ONE MONTH AND TWO WEEKS AND IVE ALWAYS MADE MY PAYMENTS WITH PALMER FOR ***** A MONTH SINCE JANUARY AND I THOUGHT IT WAS A GOOD COMPANY BUT NOW I SEE ITS A COMPLETE RIP OFF IF POSSIBLE I WOULD LIKE FOR PALMER TO FINISH MAKING THE PAYMENT TO BODGENS AND SONS IN ********* FL THERE CONTACT INFO IS ************

  Business Response

  Date: 08/13/2024

  We apologies for the inconvenience you experienced while filing this claim. Our records indicate that this claim was paid in full as of 07/31/2024. Please let us know if we can assist any further with this claim.

  Customer Answer

  Date: 08/14/2024

  It Has Been Paid Thank You 
  
  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:07/25/2024

  Type:Product 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.

  They called my father who has dementia and he gave them his credit card number. His card has since been cancelled. He doesn't even own a car. I called them today to request a refund. They said they needed my Dad's permission to speak with me; which he gave. They now want me to send over my legal documents vs just refunding the money. He's never used the service because HE DOESN"T HAVE A CAR. I explained to them that I would spread the message that they are not reputable and are predators. There is nothing preventing them from issuing a refund besides greed.

  Business Response

  Date: 07/26/2024

  Thank you for bringing this matter to our attention. We understand the concerns raised by ************************** family and appreciate the opportunity to address them.
  To proceed with resolving this complaint, we kindly request that the complainant provides us with either the policy number or the customer ID number associated with Mr. ********** account. This information will enable us to accurately locate the policy and issue the necessary refund.
  Our customer service representatives follow protocol to ensure that cancellations and refunds are handled correctly, especially in situations where a third party requests changes to a policy. This is to protect the interests of the policyholder and to prevent any potential issues should they wish to file a claim in the future. In this specific case, we need proof showing that ********************** has the authority to act on her fathers behalf, such as a power of attorney document.
  However, to expedite this process and make an exception in this unfortunate circumstance, we are willing to proceed with the cancellation and refund once we receive the policy number, contract number, and the full name of the policyholder.
  We hope this clarifies our position and demonstrates our commitment to resolving this issue promptly and fairly. Please have ********************** send the required information at her earliest convenience so we can move forward with processing the refund.

• Initial Complaint

  Date:07/08/2024

  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.

  This transaction was initiated on 04/22/2024 as a vehicle extended warranty. The initial payment amount was $99.00 with $89.00 being deducted from my account on a monthly basis. The company promised that there would be a $100 deductible for claims received. I filed a claim on 07/02/2024 and the company stated I would have to pay half of the $2,200.00 to fix my AC, which I did. My mechanic, which is ****Boys, called to tell me that they still have not received payment and is having a hard time contacting the claims department. I have tried to contact them and have been placed on hold for ***** minutes at which point I am transferred to a call center directory who transfers me back to the claims line and the follows a continuous loop. I have yet to be able to speak to anyone regarding the status of this claim nor would the agent (***) let me speak to a Supervisor nor supply a corporate phone number.

  Business Response

  Date: 07/12/2024

  We apologies for the difficulties you encountered while trying to receive payment for this claim. The claim has been paid as of 07/11/2024.