Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  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.

  Date of transaction: 5/14/25 I am requesting a full refund for the inspection service. The company did not provide the detailed report with photos as advertised on their website. I only received three generic images and code data. When I followed up to ask for the full report, I was told it would be sent, but it never was. *** seemed dismissive, and I should not have to chase down something that was clearly included in the advertised service. I am filing this complaint to request a refund and hold the company accountable for misrepresenting their services.

  Business Response

  Date: 06/08/2025

  Lemon Protector (***) called Christian right after checking out the 2022 *** X6 Gray with ****** miles to go over in full detail what we found with the car. We also followed up with a detailed written report the next day by email. The day after receiving this complaint I called ********* and told her we emailed the detailed report the day after the inspection and discussed that we did, in fact, provide a full diagnostic report which she had an included with this complaint. We also provided pictures with the diagnostic report and sent those pictures by text to her cell phone. The pictures are the actual pictures of the 2022 *** X6 and not generic at all. During that conversation ********* told me that the car failed inspection because of a broken mirror. She told me she never saw any damage to the mirror after picking up the car in ************* and driving it home to ********. She only became aware of the damage after failing inspection. The pictures sent to *********, which were not included with her complaint, clearly shows that neither mirror (driver's side or passenger's side) were broken at the time of the inspection. While she promised to send me a video of the alleged damage, she never did.

  Customer Answer

  Date: 06/16/2025

  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:.
  Refuting Lemon Protector Response:
  
  
  I disagree with Lemon Protectors response and would like to clarify the facts of this situation:
  
            1.       I did not receive a detailed written report.
  
  The only documentation I received was a diagnostic code report and three photos (two of minor scratches, one of tire tread). Their website advertises a detailed inspection report with photos, which I never received, despite multiple follow-ups. I have reviewed my inbox thoroughly and found no such email.
  
            2.       The claim that I confirmed both mirrors were intact is false.
  
  I did not and would not make that claim, as I am not a mechanic or inspector. My concern arose after I saw condensation in the passenger mirror and took the car to *** of *******, where trained technicians confirmed that the mirror housing was broken and the signal light was nonfunctional, a clear safety issue.
  
            3.       Their inspection missed visible exterior damage.
  
  I later reviewed the dealerships walkaround video from before the sale and identified that the mirror damage was visible prior to delivery. This should have been noted in Lemon Protectors inspection.
  
            4.       Photos sent were not sufficient and not labeled.
  
  The photos they texted me were minimal and did not include close-up or comprehensive shots of key vehicle features like the mirrors. They did not send a complete, labeled inspection report matching what is advertised on their website.
  
            5.       I requested the report and was met with excuses.
  
  When I asked about the full report after the inspection, I was told it must have gone to spam or it was already sent with no offer to resend or confirm delivery. It felt like I was being dismissed, not supported.
  
            6.       I only requested a refund of the inspection fee ($300).
  
  I have not asked Lemon Protector to be liable for the damage. I only asked for a refund because I paid for a professional inspection that failed to identify visible, safety-related damage that was later confirmed by a *** dealership.
  
  
  
  I acted in good faith by purchasing this inspection to protect myself before buying a vehicle out of state. Unfortunately, the service did not meet the standards they publicly advertise and ultimately failed to prevent a costly issue.
  
  
  
  Regards,
  
  
  
  ********* *****