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:06/26/2023

  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.

  Our 2014 Chevrolet Silverado transmission went out May 26. Truck was towed to a Chevrolet dealership May 30. Dealership sent a repair request June 6. HSW received it on June 9. HSW asked Chevrolet dealership to tear down transmission to find defaulted parts. Then HSW inspector came and stated that a new transmission was needed. The problem is that HSW has not/will not pay Chevrolet dealership for the 6 hour tear down. Its now June 23rd and we still do not have our vehicle. I was told last Friday June 17 that the person handling my claim would call me back. She has never returned my call. Today 6/23 she emailed me to confirm my address for towing and car rental reimbursements. In response to her email confirming my address, I asked her about my return call. She never responded to that question This whole process has been a nightmare, disrespectful and unprofessional.

  Customer Answer

  Date: 06/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************
  
  
  
   
  
  

• Initial Complaint

  Date:06/21/2023

  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 just bought my warranty in May of 2023. One month later, my vehicle is in the repair shop as of 6/15/23. Which is a Thursday. It's been there since morning time. The garage emailed and reached out by phone on Thursday the 15th, Friday the 16th, Saturday the 17th, and Tuesday the 20th. I myself reached out on Friday the 16th numerous times and kept getting the answering service. Numerous times on Saturday. And numerous times on Tuesday the 20th. This morning on Wednesday the 21st. I called again, and they weren't even able to pull my contract up by name or number. I keep getting told that they'll send messages to the adjuster which is what I've been told on every phone call. And I get no call back. I want my money back for this warranty or I want my car fixed

  Customer Answer

  Date: 06/30/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****************************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2023

  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 an extended warranty contract about **** miles and 45 days ago when my vehicle developed a timing chain issue. Despite making several calls to Protect auto repair, to file a claim, they never contacted me to address the issue. The mechanic, who also filed a claim stated that none of these companies honor their contracts and clients often have to pay the added charges that the warranty companies refuse to pay. As a result of this enlightened information, I decided to, once more, call the Premier auto protect to get some specific details of the contract and the responsibilities of each of the parties (Premier auto protect, the car owner and, the technician). I just spent three hours attempting to obtain clarity from Premier auto protect and ended up calling five different telephone numbers, where one number would tell me that they do not handle this or that situation and to call this other number, when called, repeat the very same verbiage. After three hours later of repeated calls, I realized that they were playing catch 22 with me by bouncing from one phone number to another as the company make it appear that they have more department than ************. However and as a matter of practice, all of those whom I have spoken with by answering my calls were advised that the calls were being recorded at my end, as well, which calls will be made available on the ******* channel as undeniable (MOUTH WITNESS) evidence under the title: Premier auto protect. Even the cancelling the contract was different from what is written in the contract itself. When I called ***** to have the contract cancelled, as shown on the contract, they advised me that the cancellation can only be made by Premier Auto Protect. I also had to call my credit card company to dispute the charges and to have the card cancelled as I felt this company is a scam to the utmost. I am seeking the refund of all charges...

  

  Business Response

  Date: 06/20/2023

  Hello *********************,
  
  
  You purchased a policy for your vehicle on 05/01/2023 , you put down $91.00. Your next payment was supposed to be via ***** on 5/31/2023 unfortunately there was no payment made.
  The policy you purchased is administered by HWG . They are the ones who get in contact with your shop once they get the estimate. They take the estimate and compare it to the policy you purchased to determine if the repair does fall under the guidelines. We do not have access to HWGs claims system since they are a different company , when customers do call into us and ask us status or for help we do the best we can. If we have claim status we share it with the customer and if not we do our best to get the information needed. You are always able to speak directly to the administrator to get the details as well. You called us on 6/16/2023 at 2:07 spoke to us for 11 minutes ,  Called again at 2:20 and spoke to us for 13 minutes. You called back at 2:40 and requested to cancel the policy. -  and every time you called we answered and assisted you to the best of our ability. According to what you told us your shop spoke to the claims administrator that same day.  So according to what we know is we assisted you every step of the way and you got a very quick response from HWG regarding your claim submitted. You called ***** the finance company to cancel but you never made a payment to them since you didnt make that payment due on 5/31/2023.
  
  You mentioned this in your complaint:  I purchased an extended warranty contract about **** miles and 45 days ago when my vehicle developed a timing chain issue. Despite making several calls to Protect auto repair, to file a claim, they never contacted me to address the issue. The mechanic, who also filed a claim stated that none of these companies honor their contracts and clients often have to pay the added charges that the warranty companies refuse to pay We are not the administrators, so we dont make these determinations but from what we know timing chain issues dont develop in about **** miles and 45 days. From your wording it could be read that you bought this coverage when your vehicle developed a timing chain issue. You also mentioned about your mechanic when you spoke with us you said that you also dont entirely trust the mechanic your vehicle is at and wanted to see if you can take it elsewhere.Unfortunately, no company in the industry would cover pre-existing conditions and for people who do try to submit a claim on a pre-existing condition is considered insurance fraud.
  
  We did reach out to the claims administrator, and they said the last they heard from your shop was that your shop wanted them to authorize a diagnosis. 1. Legally the vehicle does not belong to the admin,so the customer would need to authorize any necessary diagnostics so that the repair facility may determine cause and extent of damage. 2. This means you did not even give the administrator an opportunity to adjudicate the claim since the information needed wasnt sent over.
  
  To summarize: You paid one downpayment of $91.00 then didnt make the next payment due. Called into see if a repair would be covered without even getting it diagnosed then called back to cancel and wrote this complaint how it was difficult to get in contact with us. You spoke with us multiple times and assisted you every time, if you as a customer dont have the shop diagnosis the vehicle how would you know whats wrong with it? How would the administrator know whats wrong with the vehicle with the estimate from the shop?  
  
  You did not even give the administration company a chance to adjudicate the claim before cancelling and writing this complaint.
  
  
  You also mentioned that you already disputed the charge of $91.00 with your bank, we will refund you the $91.00 down payment that you made. There are no other refunds due since you did not make any other payments.
  
  
  To all others reading this customers complaint-Please keep in mind just like all companies in this industry the administrators that we work with do not cover pre-existing conditions. Its an unfortunate situation when someones vehicle breaks down but purchasing a warranty and driving the vehicle with an issue that can sometimes be drivable is not what we are here for. We are here for the customers who truthfully sign up without having something already broken or developing on their vehicle. Any company would also need an estimate from the repair shop with the detailed information regarding the vehicle and what is needed to repair it.
  
  Your desired settlement is a refund of your $91.00 and we did process that for you.
  
  We wish you and your vehicle the best. Your refund was already processed.
  

• Initial Complaint

  Date:05/25/2023

  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 an extended auto warranty contract with premier Auto protection the administrator of the contract is Head start warranty group. This administrator is very unprofessional I had my vehicle in the shop for 2 weeks waiting to see if repairs were going to get approved or denied it took them two weeks to deny me meanwhile my car was racking up storage fees from the shop I asked to speak to a supervisor numerous times as well as the claims adjuster all they said was he's going to give you a call then email him if he hasn't responded back yet they have not responded to both an email or even give me a phone call bottom line the company is very unprofessional they're not worth the money you pay for their service! Bottom line I don't know how premiere Auto sells contracts that these guys administer very lackluster of a company! The bottom line here is not about being denied. It's about you have me wait for 2 weeks to deny me while my vehicle was in the shop racking up storage fees that was not right and my monthly payments were paid on time like I said before lackluster of a company!

  

  Business Response

  Date: 02/16/2024

  Thank you for reaching out to us regarding your experience with HWG.

   

  So they are a separate company and we have no authority to change their determinations.

   

  We will most definitely reach out to them and let them know your disappointment , of course we would not want any customer to experience any dissatisfaction.

   

  After following up with them regarding your plan , they did say that there was a check mailed out for $1,200.00.

   

  Services were rendered as according to the policy guidelines and even in this case above as well.

   

  You only had the policy for 4 months & only paying $82.00 per month , it seems the claim paid for itself and more so.

   

  We wish you and your vehicle well.

• Initial Complaint

  Date:04/20/2023

  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.

  11/22 I purchased an extended warranty through premier auto protect, around 4 months into the policy my check engine light came on. Took my truck to my mechanic, they gave every excuse not to pay out even though the codes were sent over to them depicting bad injectors. After several phone calls they quit answering my calls. I paid for the injectors out of pocket. Also the salesman lied about what is covered under warranty and what is not. DO NOT Waste your time with this company, this is a scam company they get your down payment and monthly rate and as soon as you try and use it they wont answer. Now Im out over $1500 for repairs and cost of the policy. If I was a rich man I would *** but unfortunately lawyers are too expensive.

  

  Business Response

  Date: 04/20/2023

  Hello *********************,
  
  We do understand your concern and would like to discuss it further with you.
  
  Your policy is administered by HWG ,  they are the place the shop would be speaking to. We do not have that information unfortunately.
  
  This is the first time it has been brought up to us here in Premier , if a customer has any questions they are directed to us and we do our best to assist as much as possible.
  
  We did reach out to the administrator, and this is what they have let us know:
  
  * 02/21/2023 - We received a claim intake call from the repair facility
  * 02/23/2023 - We received a call from the customer inquiring status and we explained that we were waiting for the estimate from the repair facility
  * 02/24/2023 - We received a call from the customer inquiring on status and we again explained that we're still waiting for the estimate from the repair facility.
  * 02/24/2023 - Late afternoon. We received an email from the repair facility with the estimate.
  * 02/24/2023 - This was given to a claim agent for review.
  * 02/26/2023 - We reached out to the repair facility requesting additional information  - How did all 8 injectors fail?, Please Provide any fault codes and ff data, Please provide part numbers for the injectors.
  * 02/28/2023 - We received a call from the customer asking for the status on their claim and we explained we are awaiting additional information from the repair facility.
  * 02/28/2023 - We received an email from repair facility contract ****** that only had the part number for the injector.
  * 03/01/2023 - We reached out to the repair facility reiterating our request for fault codes, freeze frame data and what diagnostics were performed to determine the failure to all 8 injectors.  
    - We have received no further communication from the repair facility or the customer since 03/01/2023.
  
  According to their information it looks like they were doing their best to get the information from the shop but the shop did not send them what they needed in order to process the claim.
  
  Receiving an estimate for the work with proper codes and part numbers etc. is a standard procedure in this industry.
  
  Please feel free to reach out to us if youd like to discuss this further , we are always happy to help.
  
  Thank you
  
  

• Initial Complaint

  Date:12/21/2022

  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 started calling them on Thursday. Friday the first time I called a lady transferred me I was on hold about 30 minutes the call ended. The second time I called she recognized me and transferred me again the representative stated they would call me back no call. The 3rd and 4th time I called was recording giving me another number to call. I been paying 4 an extended warranty and need service and no one there will help me. I asked the lady that answered was this a fraud company collecting my money she assured me not but still ***** has contacted me and I can't get in touch with the correct individual to get my vehicle looked at.

  

  Business Response

  Date: 12/22/2022

  Hello ******************,
  
  1.Your administration company for your policy is HWG , on all the confirmations you received it would show their number as the point of contact. HWG is the company that gets in contact with you & the shop , they make the determination of covered claims or non-covered claims etc. We do not administrate the policy and make those decisions. 

  
  2.In regard to your calls not being received.... You called on 12/16/2022 ,12/17/2022 Since those were nonbusiness days you received an afterhours service representative. Nevertheless, those representatives do supply the customers with the correct phone number depending on who their admin company is. You called in again on 12/19/2022 which was Monday, but afterhours and they again gave you the correct number to HWG Claims. You called again on 12/20/2022 in the early morning and again the answering service provided you with the correct number for HWG. We attempted to call you on 12/20/2022 at 9:27 AM EST but unfortunately it keeps going to voicemail. You called in again on 12/21/2022 during regular business hours and we transferred you over to HWG.You called in again on 12/22/2022 early in the morning , we tried calling you 13 times and every time it went straight to voicemail & we left a few voicemails for you to call us back as well.  We are not sure why but every time we try to call you during normal business hours it goes straight to voicemail, we are on the east coast and youre on Central, so we even try to call you earlier than 9 AM your local time and it keeps going to voicemail.According to the call records it looks like you had a lengthy conversation with HWG on 12/21/22 . With all this going on to write a complaint with that word usage is not a factual statement. You have been in contact with us and HWG and spoke to many representatives in both companies.

  
  3.We did reach out to HWG on your behalf because we do value our customers and do our best to strive for their satisfaction and this is what we were told.
  You started the claim with them on 12/21/2022 at 12:37 PM.

  
  Estimate received @ 12:56 PM. 

  
  They asked for pictures of the requested failed suspension components @ 02:39 PM.

  
  At 2:42 PM the shop called them for a status update , they tried to contact you and it went to voicemail
  You called them @ 03:18 PM and were checking for status update. They advised we have not received a response to our email requesting pictures and they called the shop and left a message there
  No further inquires have been made since then.
  
  We are not the administrator so they are the ones who need the information, but we can tell you that if the shop doesnt send them what they need to go through the claims process, then theres nothing anyone can do.
  Please have your shop respond to them so they can go ahead and process your claim and make a determination in regard to it.
  
  We here at Premier have returned all your calls and have always been providing you with the proper information needed to get this going.Also, a big issue would be when both of us have been trying to reach you it goes straight to voicemail , how can any of us be of assistance if we can communicate with you or the shop. It would be a help if you can get in contact with HWG during normal business hours and they are ready to get this process forward once they have what they need.
  
  We wish you and your family a happy and safe Holidays, you can always feel free to reach out to us at any time,. Please be mindful that if you call afterhours your call will be returned during normal business hours.
  
  Thank you

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I am still trying to get my vehicle fixed. I was in the dealership Wednesday last week the service department submitted the documents requested. Then they asked for pictures. The pictures were sent along with videos. The service department along with myself have been on hold more than once and the call ends for no reason. The service department at ************************** says there's no reason for this type of behavior. We been waiting for an answer since Wednesday last week. I'm here in **** ready to go home.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 12/30/2022

  Hello ******************,
  
  Once again please understand HWG is the administrations company , they are the ones who speak to the shop and make those determinations. 
  
  Nevertheless we do our best here to help our customers , we reached out to HWG and their response was The claim was authorized on 12/27/22 @ 12:35PM

  I did request HWG to inform the shop again.

  Any questions in regards to the claim please reach out to the admin HWG.

   

  Thank you 

   

  
  

• Initial Complaint

  Date:12/14/2022

  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.

  So my car warranty expired on my 2014 **** focus. I went looking at warranties and quotes. One was from premier auto protect. I saw they had 4 different plans: basic, value, complete and exclusionary. The sales person contacted me about a quote. His name was **** and got my information for the quote. He told me that plan was called superior 75 and was different than the original 4 plans. He explained to me that because I live in **********, the superior 75 plan is exclusive for people who reside in ********** due to driving laws and car safety. It sounded too good to be true, but he showed me to the link of the plan superior 75 on the premier auto protect website. I kept asking about individual items and verifying that they are covered ************************************************************** that the there was a NO deductible and I wouldn't have to pay anything for the repair.Later I find out that isn't true about the deductible. The contract they sent me says I still have to pay 25% of the repair per claim. I asked the claims department and they sent me sales to better answer my questions. ***** didn't want to answer too many questions and directed me back to claims saying if I wanted to have a full in depth conversation to talk to them. Claims said they don't understand why they did that since sales should know about the warranty thoroughly if they are the ones selling it. I had I know about them lying about 0 costs on repairs, I would have went to another car warranty service. They keep claiming they're better. However, I would much rather pay a fixed deductible, because 25% of a 4000 dollar repair is still **** dollars which way more than a 100 deductible from somewhere else. I feel like they are not disclosing certain things so customers can unknowingly pay more on bigger repairs. They need a fixed deductible limit because an **** repair would cost **** out of pocket which is almost the cost of the warranty policy. Makes no sense. I want compensation

  

  Business Response

  Date: 12/14/2022

  ** ******************************* , was in contact with our company in regards to signing up his vehicle from 10/26/2022 - 10/31/2022 - during that time he has received email quotes that had a policy attached to it for review before his purchase. On the day of purchase 1 10/31/22 he also received an email confirmation with the policy attached. ** ******************************* then had an additional 30 days to review the coverage and if anything wasn't to his approval was able to opt out. According to the state of CA ********** the policy is a $0.00 deductible with the customer being responsible to pay 25% of the final repair bill. ** ******************************* has been active for about 2 weeks and took his vehicle into the shop for repair, the repair as he is stating a **** repair. The claims administrations did go through the process properly and according to the motor club agreement he is responsible for 25% of the final bill. ** ******************************* called us a and we explained to him that this was the agreement , we sent it over to him as a quote before he purchased then the day of purchase he got the agreement via email and had 30 days to review it to see if it was to his liking. Most companies would wonder how is it possible for there to be such a large claim in a short period of activation time which would be deemed a pre-existing condition. We do understand ** ******************************* is unhappy with the agreement that he took out and are willing to refund his down payment and to opt him out of the policy. Repairs this large dont just happen in two weeks , we did follow the ********** Agreement as set forth by the regulations of the state and sent ** ******************************* all the information , if he felt this was not for him he could have opted out during the ***************************************** this predicament when they just started have a claim of this size then say they are unhappy with the coverage. Once again we are more than willing to refund ** ***************************; the $120.00 that he put down and opt out of this coverage. The 25% is the agreement he signed up for. if ** ******************************* would like to get his down payment back he can call us at ************** and we will be more than happy to get that going.. This complaint as no grounds since he was sent out an agreement before he purchased with the quote and of course the email confirmation with policy , that he only read after submitting a claim for ****. We wish ** ******************************* and his family happy holidays and feel free to contact us at anytime. 

  Customer Answer

  Date: 12/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  

  In response to the rebuttal from Premier Auto Protect, the quote does not reflect what I was verbally told over the phone with the sales representative on 10/31/22. I was in contact with a sales rep named ****, and assured me there was no deductible and the extended car warranty from Premier auto protect was comprehensive compared to others out there in the market. Due to the fact that I live in **********, he claimed that ********** had stricter laws when it came to extended car warranties and Premier Auto protect had a separate plan all together other than the several plans listed on the website. Upon asking multiple questions on making sure what was covered he said yep it covers it all. For example, when I asked transmission or brakes, he said it covered it all. However, I come to find out that some of things were not entirely true or were half true. For instance, Brakes are covered but wear and tear items like brake pads are not covered even though it clearly says brakes on the superior 75 plan that I was offered. When I asked for a list of items that were covered, he said the list of whats not list is shorter, and that theyre an exclusive car warranty company rather than an itemized company. Meaning their policy contract does not disclose certain information like all mechanical parts and items covered. It is left vague. Since I came from another car warranty company that had items listed on their policies, I was confused on why some information was missing. **** the sales rep was just quick to sell me the plan and did not disclose upon purchasing this warranty that I still was responsible for 25% of the final repair cost. He assured me I would not have to pay anything for the repairs. I repeatedly asked him too. Since there their calls disclose that they may be monitored and recorded, Im sure there is some record of the conversation I had with **** on 10/31/22. There probably is some evidence of him saying that I wouldnt have to pay a deductible or anything upon repair. The agreement was not sent to me until after I had paid a down payment of $120. In other words, I did not find out about the 25% repair cost until after I had agreed to their contract and paid.

   

  On a separate note, I never took my car into a shop for a **** repair. I used that as an example to explain how 25% of a **** repair is $**** which is more than a ******* deductible, I would be paying for an itemized car warranty company that does have deductibles. I was showing how absurd it is to pay **** over a potential *************************************************************************************************************** full detail and issues at hand. They wrote in their rebuttal that I took my car in for a **** repair and wonder how is it possible for there to be such a large claim in a short period of activation time which would be deemed a pre-existing condition. I want to address that clearly. I did not take my car in for a **** repair. I was using that as an example to make a point. There is no record of that whatsoever. Its kind of concerning that theyre not taking the time to understand what their customers concerns and issues. Even the fact that they said I made the claim with in two weeks is very concerning. That does not make sense. I purchase this plan in 10/31/22. I just made the complaint on 12/16/22 and been in contact with them the same day. Even though it is irrelevant, its well over two weeks since I had this plan and complained.

   

  On a side note, when I went to contact them regarding my concern about what items were covered on 12/13/22 and 12/15/22, it was difficult to get an answer from them. I tried the claims number, and tried to have them look up my policy/contract but they could not. I spoke with a guy named ****** from claims and he said he couldnt see my plan even though I had it over a month since October. Which didnt make any sense to me and was kind of odd. He advised me to contact the original sales rep who sold me the plan to further answer my question. I tried again on the sales side and was on hold for a long period of time. I finally got someone from sales and when I asked for **** the original sales rep who sold me the plan, they informed me he no longer worked with the company but could try to answer my question. I asked for a list of items covered and he offered to resend my contract which I already had. The contract doesnt say what specifically is covered; just says generally mechanical parts. I was hoping for a list but there is no such thing for this company. I tried to ask specifically parts such as the ** and Brakes but they sales rep did want to have a long conversation and said he was only able to answer one or two questions. In other words, he did not want to help me unless I was going add another vehicle to my warranty. He said he could transfer me to claims I wanted to have an in-depth conversation about what is covered. I ended up talking to ****** again from claims. He told me that sales should have been able to answer my question about what parts are covered since they are the ones selling the plan. ****** was helpful but didnt want to assure me anything because he could not see my contract in the system and said it was still new. It didnt make any sense because my contract is over a month old, so how can it be new?

   

  I contacted support via email how I couldnt get a real answer on what exactly was covered and the hoops and hurdles going back and forth I had to go through just to get some answers. I even pointed out how much of a red flag it was for claims not being able to see my contract policy even though its technical not new contract policy. Immediately, I was contacted from support from a person named *****. He addressed my concerns and explained that 25% of the repair is due upon final repair and that the original sales rep **** was supposed to let me know that. ***************** said maybe thats why **** is no longer with the company because **** failed to disclose the 25% repair cost. He offered me to close the warranty if I was dissatisfied. I told him Id think about it.

   

  I want to be compensated in some way since I was not properly disclosed the 25% repair cost. **** told me I would have to pay anything, no deductible for repairs. It wasn't  disclosed  verbally at time of purchase and was not disclosed until after they sent me the policy contract after the fact.  On top of that I had the fustration of being passed on from different departments when I tried to seek answers and clarifications. Its like no one wanted to help me out. I Had to talk to several people and complain on the on the support chat several times before someone was able to answer my questions.  Not only that, I the claims department couldn't  find my policy contract despite being over a month old. 

   

  I also attached phone log of when I called them relentlessly trying to get answers and screenshots of when I started the policy contract over month ago. Meaning claims should have been able to see my policy contract. The emails sent also shows no deductible and does not mention any 25% repair payment; only when you open the physical contract agreement is it disclosed. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************************
  
  
  
  
   
  

  

  Business Response

  Date: 01/03/2023

  Dear **********************************,
  
  
  That is correct there is no deductible to this plan, the administration company pays the % of the repair. You can look into the ********** market online for yourself and see that it is a different market then other state. If you spoke with companies who arent doing business properly in the state thats between them and the state. This is a very comprehensive coverage with no deductible.The agreement is sent with every quote emailed and every policy completed. Once was sent out on 10/31/2022. There is the standard 30 day period for you to review the coverage to determine if its what youd like.
  
  
  
  When you do look into what is available in the state being sold properly you will see that companies able to offer coverage either have about a $500.00 deductible with low caps or a % like we do- the legitimate companies.
  
  It could happen that sometimes polices dont get into the administration companies system a little later than the 30 days but if you did have a claim,they would receive it right away.
  
  If you are not interested in continuing this coverage you can contact us directly and we can discuss that, as of 1/3/2023 you did not request to cancel the coverage. Please do so before any more payments are due.
  
  We are not sure what phone # you were dialing as you mentioned you spoke to the administration company a few times and us here as well.
  
  We will attach our service log to show the amount of calls and the times we spent discussing the coverage which is never an issue and what we are here to do , what doesnt make sense is to keep a coverage you are not interested in and then asking for compensation when you didnt need to use it and are still keeping the policy going which would continue to charge your card.
  
  Please feel free to contact us here and we will be happy to assist.