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:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company continues to call me despite my asking them to stop the calls for MONTHS. They call 6-8 times PER DAY. Ive blocked every phone number and asked to be removed but the calls wont stop.

  Business Response

  Date: 07/27/2023

  Dear ****************,
  
  We have received and reviewed *************** complaint.  Palmer Administrative Services does not make outbound sales calls.  The calls that **************** received did not come from our company. 

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancel policy PELDA414889 on January 31 2023 and this policy was paid in full. Also when I cancel their were no pay outs on this policy and the mileage was a little over ****** miles they have a picture showed when I cancel it. Now it's July and I have not received a refund yet. I have been told so many different stories why my refund has not been sent to me yet. The last story was I will received a phone call before it's mailed out I have been waiting on that call for two months

  Business Response

  Date: 08/17/2023

  We have received and reviewed ********************** complaint.  ****************** was issued a refund of $1,476.35.  Check number **** was issued on August 10, 2023.

   

  Thank you,

  Palmer Administrative Services
  

• Initial Complaint

  Date:07/17/2023

  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.

  Filed a complaint against Palmers in April because nothing was being done and no contract with claims and they finally after the complaint they contacted the garage and gave approval and then the garage called to get information on the approval on June 14th and now once again my truck sits torn apart and the garage will do no more work until the claims department contacts him. I have been trying to contact the claims department since June and still nothing. I've called customer service and they say we will send a message to claims. And as of today nothing has been done.

  Business Response

  Date: 08/17/2023

  We do apologies for the level of service you received. This claim has been approved and is being processed by the insurer of the plan. A payment of $1483.60 is being delivered to the repair facility. The payment can be expected in the next 24 to 48 hours.

  Customer Answer

  Date: 08/21/2023

  
  Complaint: 20332958
  
  I am rejecting this response because:I received that email on Thursday and as of today the garage hasn't heard anything yet. Part of the problem is that they are not returning calls or emails or any kind of response. The garage has questions that they have been trying to get since June 14. That is when my other complaint was going on and now my truck has been sitting at the garage in pieces since June 14 due to no contact from Palmers. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/21/2023

  The claims on this plan are now being directed by the plan's insurer. You may reach the plans insurer at ************

  Customer Answer

  Date: 08/31/2023

  
  Complaint: 20332958
  
  I am rejecting this response because:Still nothing yet from the company. I keep trying to call the company but no none ever answer unless I call customer service then I get we will send a message to claims. I've tried calling claims still no answer. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/01/2023

  This claim is now being processed by the plans insurer which is Life of the ************************ They are responsible for the claim. They can be reached at ************. That number will lead directly to the department that is processing the claim and claim payment. We have alerted the insurer that the claim is finalized and awaiting payment. It would be reasonable to believe they will process the payment either today or Monday directly to the repair facility.

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  for the past 8 weeks I and my mechanic have tried to contact Palmer for authorization for my car repairs. I have paid my warranty coverage in full. They haven't returned our calls or emails.

  Business Response

  Date: 08/17/2023

  We have received and reviewed this complaint. We have a claim called in for the vehicle's valve cover gasket, power steering pump and windshield washer pump. Unfortunately the items called in are not listed for coverage.

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with Palmer on 6/28 and they instructed me to take my car to the repair shop. On 6/30/23 I took my car to the ****** dealer repair shop. I gave them the number to Palmer's ************ ****** started trying to reach out to Palmer but never was able to speak with anyone. The phone just rang and rang, no one ever picked up. They then called customer service and they told ****** that they would send a msg. over to the claims ***** Since then ****** and I have called with no response. I have called and spoken to **************** almost everyday and all I get is that they will send a message to the claims **** to reach out to me or ******. But neither of us have heard a word from them, **************** or the ************ I have been paying them $164 every month since December 2022.

  Business Response

  Date: 08/17/2023

  We apologies for the level of service you received. Your claim will be processed by the plans insurer directly. You and *********** facility may call ************ to start and file your claim.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************, policy no, AAPL ******. My phone number is ************. My car was sent to the repair company on June 24, 2023. The repair was major and costly. A claim was made however Palmer personnel have failed to answer their phone despite over 30 calls were made, we were forced to hold the line for over 2.5 hours but no one answered the phone. The customer service people have continued to send texts to the manager but to no avail. It is now July 11, 2023 and the situation remains the same. Unless my repair shop hears from Palmer approving and paying for the repair to my car by Friday, July 14, 2023, you will leave me no alternative but to contact a lawyer and bring suit. I cannot be without my car and the insurance purchased was expensive and was to ensure that thus situation would not occur. Obviously, thus far you have failed to honor your commitment. I urge your immediate response. Call me or **** who repaired my car at *************.

  Business Response

  Date: 08/17/2023

  We apologies for the level of service you received. Your claim will be processed by the plans insurer directly. You and *********** facility may call ************ to start and file your claim.

• Initial Complaint

  Date:07/04/2023

  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 paid for a vehicle warranty since 2/20. I tried as did my repair facility, Canon *****************, to file a claim for almost two weeks. The claims **** refused to answer the phone in that time. Calls made daily to claims and customer service were ignored.

  Business Response

  Date: 07/10/2023

  We have received and reviewed this complaint. The customer has canceled their coverage as of 07/05/2023 and a full refund in the amount of $882.00 has been processed. The customer should receive their refund in the coming days.

  Customer Answer

  Date: 07/11/2023

  [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,
  
  *************************

  Customer Answer

  Date: 07/28/2023

  
  
  Complaint: 20272974
  
  
  
  I am rejecting this response because:This is to inform you that as of this date I have not received the refund promised by Palmer Associates on July 11th.  I appreciate any help you can provide in this matter. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  James Stewart

  Business Response

  Date: 08/02/2023

  As per sections 9 and 14 of the Limits of Liability, “We reserve the right to offer cash back in lieu of repair or replacement (replacement of equipment with similar features, capacity and efficiency but not for matching brand color or dimensions) in the amount of Our actual cost for the repair or replacement services and equipment necessary to effectuate the repair and/or replacement, which may be less than the retail price, to repair or replace any Covered Item.”

  HWA does not account for brand. 

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: 20272974
  
  
  
  I am rejecting this response because:
  
  They already responded to my first complaint and offered a refund which I accepted.  I am only asking for that promise to be honored. 
  
  
  
  
  
  Regards,
  
  
  
  James Stewart

  Business Response

  Date: 08/18/2023

  The refund for this agreement has been processed. The refund is in the amount of $882.00. The check has been sent and should arrive in the coming days.

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: 20272974
  
  
  
  I am rejecting this response because:
  
  
  
  I still have not received a check. 
  
  
  
  Regards,
  
  
  
  James Stewart

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/26/2023 I began to become worried when I looked up the BBB reports for this company i have been a customer and paying $159 a month for the warranty for my 2013 ****** Crosstrek I have spoken with the customer service department multiple times and can always get through and I spoke with someone telling me that the claims line has a really long wait time... about an hour and a half and they told me that there were a lot of issues because the phone lines were knocked out from tornadoes and they are very backed up..I waited on hold for 2 hours trying to reach the claims department with no luck. My car has been in the shop for 1 week now with no resolution so far and nothing has been said or done for them to reach out to me and give any kind of update. I would highly suggest for this company to cease all operations or actually provide the service you guys said you will. I have been working with my local auto shop very closely and they have had a lot of trouble reaching this company as well I'm not sure at this point if there will be any resolution provided for me I have been very patient but I may have to take further action if there is no solution soon.

  Business Response

  Date: 07/10/2023

  We have setup a special claims hotline at ************. Please utilize this telephone number to file all claims. Alternatively, *********** facility may file all claims online at www.claimadm.com
  We will continue to reach out to the customer to assist with filing the claim.

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/17/22 I purchased a vehicle warranty for my **** **** Explorer. I attempted to use my policy on 6/20/23 when my vehicle broke down and was towed to a mechanic. The company continually refers my calls to claims but nobody ever answers. Been on hold with company for more than 8 hours over 6 days with no response. Due conversation with employees that say there is nothing they can do but leave messages I have no choice but to pay for my repairs out of my pocket. I have cancelled this policy and have spent over $900.00 for nothing.

  Business Response

  Date: 08/18/2023

  We apologies for the level of service you received. Your claim will be processed by the plans insurer directly. You and *********** facility may call ************ to start and file your claim.

• Initial Complaint

  Date:06/25/2023

  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.

  Please refer to BBB complaint#******** where Palmer Administrative Services responded to the BBB to lead your organization to believe that they have resolved the problem, which they have not approved the amount to cover the cost to repair my SUV, in fact they did not mention any amount, they will only cover $1,070.36 which is less than half the cost of the repairs and I will have to cover $1,286.52, however, I should ONLY Pay $100.00 deductible, I was informed by Palmer's ***************** (Bill) on a recorded line that the claims for my SUV (turbo problems) was covered this is why I purchased the warranty 2022 in the event if any un for seen problems may occur. Palmer Administrative Services have presented false advertisement to the public and should be held accountable, I encourage Palmer Administrative Services to do the right thing and correct the problem within 14 days to compensate me for my loss before a Congressional Inquire is filed, I may be contacted at **************

  Business Response

  Date: 07/10/2023

  The amount requested by the repair facility included pricing above the retail value of the requested parts. The labor requested exceeded the maximum hourly labor rate covered by the agreement. The agreement covers up to $100.00 per hour and the repair facility requested $179.88. The agreement covers labor for the repair in accordance with the times published in the national standard labor guide, Alldata. The labor time requested by the repair facility was 6.0 hours and Alldata provides 3.0 hours. The difference in the labor times, labor rate and additional parts markup above the retail value would not be covered by the agreement.