Complaints

This profile includes complaints for DOWC Administration Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DOWC Administration Services, LLC

  199 Pomeroy Rd 3rd Fl Parsippany, NJ 07054-3706

• 

  DOWC Administration Services, LLC

  14 Countryside Ln Ringwood, NJ 07456-2742

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:11/04/2023

  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.

  WHEN I PURCHESED MY VHIACLE I WAS PUSHED TO PURCHASE A WARRENTY AND I WAS TOLD IT COULD CANCELLED AT ANY TIME. NOW WHEN I CONTACTED THE DEALER TO CANCEL THE WARRENTY THEY TOLD ME I COULD CANCEL IT ONLY WITHIN 10 DAYS

  Business Response

  Date: 11/15/2023

  DOWC Administration Services, LLC ("DOWC") is the administrator of vehicle service contracts.  The vehicle service contract sold to the Consumer obligated the selling dealer to repairs, refunds, etc.  As the Administrator, DOWC's only role is to review claims and process refunds.  The refund obligation rests with the selling dealer.  With regard to this Consumer, **** contacted the selling dealer and the Consumer's issue was resolved.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 11/15/2023

  [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 ********. Additionally, a representative from the company contacted me this morning and conveyed that I should anticipate a refund check to be issued to the finance company within the next two weeks. I am pleased to confirm that this resolution is satisfactory to me.

  Regards,
  
  *******************

• Initial Complaint

  Date:08/14/2023

  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 purchased the extended warranty for my 2017 **** escape when I purchased it last year, that way if something major happened I would be able to get my car fixed In July 2023 my car began acting up. I took it to my local **** dealership to have it looked at One issue was with purge valve in the fuel system which wasn't covered by the warranty but the other issue was the torque converter in the transmission which was covered this was on 07/11/23 it took the dealership a week to even hear from dowc only to find out that they needed to send an inspector because of the cost. Almost 2 weeks go by and no inspector shows up and the dealership cant get an explanation other one should be coming So they gave me the info to call Come to find out the inspector is 3rd party company they hire and the first one refused to send one. SO on 07/19/23 they contacted another company and told me it would be ***** hours that someone would be there no one showed until a week later then once the inspector approved it we had to wait for admin approval which despite me and the dealership calling everyday was it was never given and they had to override the admin 07/27-28/23 finally approved it so on 08/01/23 I was able to get approved for a rental at 35 a day for 5 days well where they set up the rental that didn't even cover all charges so I had to pay almost $200 out of pocket there so I contacted the dealership to find out when my vehicle would be ready and was told it wouldnt be ready till the end of the month 08/31/23 because of the delay with getting approval my vehicle had been moved to the back of the que so I contacted dowc to see if they would extend the rental because of them taking so long to approve everything and was told again that admin would have to approve it so I extended the rental my self paying out of pocket nearly $400 altogether when I called last week 08/07/23 I was basically told since they havent responded that was my answer **** has been extremely negligent in this

  Business Response

  Date: 08/15/2023

  DOWC Administration Services ("****") is an administrator of finance and insurance products.  One of those products is a vehicle service contract that motor vehicle dealers offer to consumers for covered mechanical repairs under their respective contract.  **** only administers claims filed under the contracts sold by the motor vehicle dealers.  In doing so, it reviews the alleged repair against the language in the vehicle service contract, thus administering the claim.  ****************** filed a claim for repair with **** and in turn, **** administered the claim in accordance with the language in the vehicle service contract.  That language expressly provides for five days of rental car coverage during the time that the vehicle is in the repair facility.  After ****************** contacted **** for additional rental car coverage, **** elevated the request to the provider of the coverage for approval.  In the interim, ****************** filed this claim with the BBB.  Nevertheless, the claim was approved for the additional time the car was as the repair facility and for which ****************** rented the vehicle.  ****'s claims department has contacted ****************** to inform her of the approval and advised of the refund process.

  Thank you for the opportunity to respond and this matter should be marked as resolved.

   

• Initial Complaint

  Date:01/26/2023

  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 filed a claim regarding a major safety issue with my transmission. Its still under warranty, the car shifts hard all the time when driving the car pops with service transmission and I can not accelerate and once I stop I can not move until I turn the car off for **** minutes. It then runs for a short while and does it again. This is a major safety issue with my young child in the car, we have been stuck in the middle of I4 and almost hit multiple times. They had me take the car to two different shops they both stated it needs a new transmission. **** said I needed receipts from my oil changes which I did provide, the same day I sent them he denied the claim stating he could not get the problem to reoccur for him. Aamco transmission stated this car is not safe to drive due to sudden failure while driving or trying to accelerate. I emailed bill to discuss and heard nothing back, they are trying to get out of fixing the vehicle and I will be filing with legal counsel Monday morning. I currently have possession of the vehicle as I had to pick it up or start paying storage fees from the shop. Mind you the shop was 1 hour away from my house and the car shut down 3 times on the way home. I also had to pay aamco $133.52 for diagnostic for **** to deny the claim

  Business Response

  Date: 01/30/2023

  **** is the administrator for the *************** Contract under which ******************** filed her claim.  **** denies all of the false allegations that ******************** asserts in the BBB complaint, **** has handled this claim timely and properly and within the four corners of the *************** Contract.  ****'s attempts at communicating with ******************** have gone unanswered.  In processing the claim, neither AAMCO or the third-party inspector that inspected the vehicle experienced the "neutral shift" that ******************** claimed.  Nevertheless, on Friday, January 27, 2023, ****, after discussion with AAMCO, reached out to ******************** to inform her that the repair was going to be covered.  **** did not receive a callback until this afternoon.  ******************** has agreed to return the vehicle to AAMCO at which time the repair to her vehicle will begin.  

  Thank you for the opportunity to respond to this BBB claim.  

   

   

• Initial Complaint

  Date:11/18/2022

  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.

  These people are fraudulent and a scam. I have been contacting these people for the past three weeks and have filed three claims and now they are saying they can only file two. I hope they have recorded every phone call where I have been speaking to them. Something is not adding up they are working with U S Auto Sales to not take accountability of providing me two cars that have broken down since 10/04/2022 at this point I want my money back. This is not a regret I want my money back period. And if they cant do better than a sorry phone call to get this fix we will be going to court. They should be ashamed of themselves.

  Business Response

  Date: 11/28/2022

  This is a second complaint improperly filed by this customer against ****, a ********************** that serves as administrator for the Limited Warranties that came with the vehicles this customer recently purchased.   Instead of providing the diagnostics of the problem with her vehicle, as this customer was instructed to do on multiple occasions, including on 11/11 and 11/14, the customer chose to file this baseless complaint.  **** did not sell any cars to customer, does not act as the provider under the Limited Warranties, and is unable to assist with the customer's request for a refund for the cars she may be dissatisfied with.  More importantly, **** is unable to adjudicate a repair claim under the Warranty until a repair facility provides the diagnosis. This information was finally provided to **** on 11/23, just before the holiday weekend.  The claim is under review. 

• Initial Complaint

  Date:10/24/2022

  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 2012 ******* Sonata from a local dealer and was offered a warrenty via DOWC. I bought the warrenty hoping for peice of mind since I am elderly and on a limited budget. I had the turbo fail in the car last week and took it in for repair. **** is denying the claim telling me that I didn't follow maintance on the turbo by having the gaskets/seals inspected/replaced before the failure. I believe this is a complete scam on DOWCs part as the offical ******* maintenance schedule (https://www.hyundaiusa.com/us/en/maintenance-schedule) for the car does not mention the inspection or replacment of the seals/gaskets on the turbo. I believe that DOWC is just denying the claim to keep my money and increase their profits. I took the car in for regular oil changes and even had the entire engine replaced by the dealer under a recall a few years ago. This is not right for DOWC to deny this claim. I am demanding they honor the warrenty and pay for the replacment of the turbo.

  Business Response

  Date: 11/01/2022

  As of 10/27/22, **** has reviewed and approved the Customer's claim for repairs that were covered under the Contract.   Payment has already been made to the repair facility for the covered repairs and in a telephone conversation with *********************** of ****, **************** confirmed that understanding.  Please close this Complaint as resolved.  Thank you.