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:01/22/2025

  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 purchased a extended auto warranty from Carchex on August 5, 2022. The total cost was $3518. My monthly payments are $97.73 a month for35 months on January 18 of 2025. I have an issue of my vehicle which was a turbo oil feet pipe, which was leaking and all of the oil leakedout of my vehicle and I had to have it towed to the dealership to be repaired when the dealership called my extended warranty plan. They were that this was not a covered item that it was considered a hose and so the item was not covered. I ended up paying $437.18 to get my vehicle repaired I do not consider a metal pipe a hose. I want to file a complaint against this company. I would also like a total refund of my money back as they have not fixed anything on my vehicle I would like the total cost of 3518 refunded to me minus The balance of four 8857 so I have paid in $3029.43. This is the amount that I would like refunded to me apparently I feel they misrepresented themselves in the contract. I dont believe that a metal pipe should be considered a hose. I have an email showing where ******* refused to fix my vehicle. I would like my money to be refunded. They told me that it wouldbe prorated. I gave them the mileage on my vehicle on Monday, January 20 25. I spoke to a ****** and she was supposed to called me backwith what my money being refund it was, and she never reached out to me. I also gave ****** the total of the mileage on my vehicle and I also have a photo of my mileage which as of January 2025 was ****** miles on my 2017 Buick four. I purchased the warranty with the mileage starting ******. Today is Wednesday, January 22, 2025 and no one has not returned my call from this company.I am asking for a refund of the warranty as I have not used it and I have been denied this one claim. I feel likeI should get the full amount back minus what I still owe on it.

  Customer Answer

  Date: 01/25/2025

  **** ****** <****************************> Sat, Jan 25, 3:24?PM (3 days ago) to disputeresolution
  
  Hi *** ***
  I am trying to send from my phone.
  Having a hard time trying to send you the 
  Papers all at once
  I will email you the rest after I print and take pics of . So sorry.
  Huda
  
  **********************************************************************************************************************************************

  Here is one.

  ******************************************************************************************************

  *******************************************************************************************************

  Business Response

  Date: 01/28/2025

  Good Morning Huda,

  
  I apologize for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at ***************************** as I welcome the opportunity to work with you on resolving this matter.
  
  Thank you,
  ******** *****

  Business Response

  Date: 02/04/2025

  Hello,

  I apologize for the trouble you have had getting in contact with me.  My email address is ***************************** and my phone number is ************.  

  I look forward to speaking with you,

  ******** *****

  Customer Answer

  Date: 05/30/2025

  I just wanted to let you know that the issue has been resolved to my satisfaction.
  I received a reimbursement from Renanascent and I am satisfied with the outcome.
  
  Thank you,
  **** ******

• Initial Complaint

  Date:01/09/2025

  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 *** ****, I filed a warranty claim for my 2020 ************* E350. I purchased an extended car warranty through Performance First Ultimate Protection (Renascent Protection Solutions) via ******************** and I have encountered serious issues with refusal to honor the claim. My vehicle has a burnt valve and cracked head, and despite submitting all necessary paperwork and service records, the company has continually denied coverage, citing impossible-to-verify questions about the cause of the damage.I am extremely disappointed with the lack of professionalism and transparency in handling this matter. My mechanic, who has over 35 years of experience working with *************, has never encountered such unreasonable requests from a warranty company. The questions about the cause of the burnt valve are entirely speculative, and its clear that no definitive answer can be provided. My check engine light came on, and my car began shaking, leading me to take the necessary steps to seek repairs. It is disheartening that instead of honoring the warranty I purchased, they have chosen to put up unnecessary barriers to avoid fulfilling their obligations.Furthermore, I have encountered rude and disrespectful behavior from your customer ********************** supervisor, which has only compounded my frustration. Given my experience and the many similar complaints I have seen from other customers, I strongly believe there may be unethical practices at play hereboth by ***************** and Pristine **********. I am deeply concerned that this warranty may have been sold under false pretenses and that the dealership and warranty company are working in tandem to deceive customers like myself.

  Business Response

  Date: 01/28/2025

  Good Morning ***,

  I apologize for the delay in response to your complaint and for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim.  Please feel free to contact me directly at ***************************** as I welcome the opportunity to work with you on resolving this matter.

   

  Thank you,

  ******** *****

   

• Initial Complaint

  Date:01/06/2025

  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.

  On December 4 th , 2024 Renascent Protection Solutions issued a denial letter against my claim for coverage under this contract number EF00292377 for my 2016 Range Rover in order to avoid paying the legal claim under the agreed-to contract I purchased from them. I contend that they used deceptive practices under your offer to provide an extended warranty as well as fraudulent practices in denying the claim. As provided for in the Massachusetts General Laws of Consumer Protection, Chapter 93A, I am making a written demand for relief. You have 30 days from receipt of this letter under Massachusetts law to comply with the relief.The actions of Renascent have cost me over $34,000 in expenses, plus my time and potential additional legal costs. I hereby request that you provide relief in the same amount within 30 days of receiving this letter. Should you fail to do so, I am prepared to have my attorneys serve your company with a lawsuit in ****************************, as this amount meets the threshold. If pressed into a lawsuit, you will be held liable for treble damages under Massachusetts law, my transportation and mechanics car storage costs, as well as any and all legal expenses I incur pursuing this matter

  Business Response

  Date: 01/28/2025

  Good morning,

  We have been communicating with Mr. ****** directly regarding this complaint.

   

  Thank you,

  ******** *****

  VP of Legal, Regulatory and Compliance

  Renascent Protection Solutions, LLC

  Customer Answer

  Date: 03/18/2025

  I have come to a satisfactory resolution with the company and their legal team. please retract my complaint entirely or note it as fully satisfied.

  Thank you very much.

   

  ***** ******

• Initial Complaint

  Date:12/03/2024

  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.

  My 2013 **** Explorer check engine light came on July 2024, needs a timing belt chain. My steering wheel locked on September 2024, needs a steering wheel rack. I dropped my truck off to a shop in September 2024 to begin the process of finding out what is wrong and if they are both covered by the warranty. My car has been in the shop since the end of September 2024 with no decision made if my timing belt chain/steering wheel racket is covered by my warranty. I have been without a car since September and have 2 kids I must take to practice, school and our daily life travel.

  My adjuster has not been in constant communication throughout this process he does not return my calls or my daily emails of my asking for updates. I have had to speak directly with the mechanic for an update on information. Is this how a company does business by leaving a claim open for over 3 months with no direction or instruction on if this claim is covered. My mechanic has constantly given the adjuster everything that has been needed with no instructions on if the work can begin.

  Renascent Protection is a horrible company to not take responsibility on putting the clients first by providing decisions in a timely manner concerning automotive repairs. It is 12/3/24 with still no action if my engine is covered. The amount of stress I am under is beginning to affect my health as I have no way of getting around to the grocery store, work or daily travels. I am making car payments for a car I no longer have in my possession. The stress of not knowing if Renascent will cover my engine/power steering is becoming too much on me mentally and physically. I am now seeking legal action due to this stress and have placed a complaint officially with consumer affairs. 

  Business Response

  Date: 01/28/2025

  Good Morning *******,
  I apologize for the delay in response to your complaint and for the negative experience you have had with Renascent Protection Solutions (RPS). I am reaching out to our claims Department to research your claim and to figure out why there has been such a delay in the adjudication process.  Please feel free to contact me directly at ***************************** as I welcome the opportunity to work with you on resolving this matter as quickly as possible.
  
  Thank you,
  ******** *****

• Initial Complaint

  Date:10/24/2024

  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.

  Purchase 06/05/2020 SERVICE CONTRACT We will pay ... Replacement parts may be new, remanufactured or of like kind and quality at the sole discretion of the Administrator.Claim initiated on 5/25/23 for Transmission and Cam ******* Gave contract info to ******* **** to work with ************************************** / Renascent Protection Solutions.

  After a month ******* informed the issue had to be torn down for an inspector to verify issue. If not approved I would be responsible for tear down fees of $1750. After an extensive and long process all documentation was submitted. At no time did ******* indicate what their max rates for parts would be. The estimate from *********************** was $8,205.21 for parts and labor. The transmission cost alone was $5065. ******* only authorized $1850 for a used transmission they found on *************. This was a ******* mile transmission with no warranty that still had to be removed from the vehicle and shipped to ************** at my cost. Found used transmission with warranty for $3595 with shipping. Final bill for the Transmission repair was $6732. The contract has a $100 deductible and they wrote me a check for $4317.05. The Cam ******* were not approved with no explanation. Claim initiated on 8/7/24 for water pump totalling $801.39. Claim denied because I did not get prior approval first. I was out of town due Family illness/death and did not have the contact information to get prior approval.

   

  Business Response

  Date: 12/03/2024

  Thank you for bringing this to our attention. This is a ****** complaint, so Renascent should address it. Our office also has a copy of correspondence sent to the **************************  

  Business Response

  Date: 12/09/2024

  Hello,

  
  We are sorry to hear about your negative experience recently. After review, we kindly ask that you reach out to us, or myself directly, to go over why portion of your claim was denied. They were due to contract exclusions:

  Claim number - E23-15332, Auth transmission // Deny-cam phasers (exclusion 13)
  Claim number H24-84603, Water pump (denied per exclusion 1)

  Please reach out to ************ or ********************** (***) to discuss further. 

  Thank you,

  ***

• Initial Complaint

  Date:10/11/2024

  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 9/28/24, the transmission on my 2018 F150 began to malfunction entirely while driving and would not shift into any gear. I called the dealership whom I bought the vehicle from to have my truck towed to their service department. They did not have any appointments until 10/7/24. I called the warranty company to determine my options and was told I can take it to any licensed shop within my area. 09/30/24, i had the truck towed to ***** as they specialized in transmissions. They began to diagnose the truck but needed a few days to determine the cause. I also picked up a rental car on 9/30/24 because i have two children I drive to school daily & drive to work. On 10/3/24, ***** called me to explain they experienced the same failure I had and contacted the warranty company to submit a claim. 10/5/24, I called the warranty company to get an update, the *** said there was no update. 10/7/24, ***** called me and left a voicemail that after multiple emails and calls to the warranty company, they were informed the claim it was "under review status". 10/10/24, ***** called me to tell me the claim was "approved" but the warranty company is not covering the cost of ***lacing all of the parts specifically a new torque converter. The shop explained that this needs to be ***laced because it cant be ***aired and putting a damaged part back in will cause an issue sooner than later. The warranty company only approved "rebuilding" certain parts and would not cover the cost of the torque converter. But if I do not ***lace it now, it is going to continue to malfunction which was one of the items ***** identified as the cause of the problem. The warranty company should and needs to cover this $1,100 otherwise this whole rebuild is pointless. Also, since it took the warranty company 5 days to "review & approve" the claim, this put me over the allotted time for the coverage cost of the rental car. The warranty company should be responsible for those charges, not me.

  Business Response

  Date: 10/30/2024

  Hello,

  We have received confirmation from our ***************** that the additional part that was not originally covered will be paid for. We believe this settles this complaint, however, please reach out directly to ********************** if that is not accurate. 

  
  Thank you
  

   

• Initial Complaint

  Date:08/19/2024

  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.

  August 14, 2024 Better Business Bureau of *********************************************************************************** Re: Complaint Concerning Scioto Administrators Corporation

  Gentlemen:

  Sent by *************** and regular mail This is to submit a Complaint concerning Scioto Administrators Corporation. Scioto Administrators Corporation is located at ***************************************************. Its telephone number is ************ and its email address is ****************************.

  My contact information is shown below.

  I purchased an extended warranty/vehicle service contract from *************************************** dba ******** Chrysler, Jeep, Dodge, Ram, **** (hereafter "********"). The warranty covers the 2019 Chevrolet Corvette owned by me. The Vehicle Service Contract Declaration sets forth that the warranty is good until March 15, 2027 or until the car has ****** miles on it. The car has significantly less than ****** miles on it.

  On July 20, 2023, ******** told me that it was canceling my warranty. On July 21, 2023, I called Renascent Protection Solutions, LLC, (which apparently used to be called Allegiance Administrators, LLC), and which is the Administrator of the extended warranty/vehicle service contract, and spoke to ***** ******, who is an Administrative Supervisor. Ms. ****** confirmed to me that I have a valid contract for the warranty but also told me that ******** had sent a cancellation notice. ******** had no authority or right to cancel the contract for the warranty and should have honored the warranty. It, however, did not honor the warranty. Efforts have been made to date by me, including through my attorney, to convince ********, Renascent Protection Solutions, LLC, and ********************************************* (the latter of which I am advised provides a contractual liability insurance policy guaranteeing performance under the vehicle service contract) to honor the extended warranty/vehicle service contract but those efforts have been to no avail.

  Per the terms of the aforesaid Vehicle Service Contract Declaration, Scioto Administrators Corporation is the Provider of the extended warranty/vehicle service contract. Section VIII, entitled Mediation, of the Vehicle Service Contract Declaration provides as pertinent as follows:

  "Any dispute arising under this Contract must be submitted to mediation between You and the Provider. Either party may demand mediation under this section. The parties herein mutually agree upon the appointment of a mediator by the local Better Business Bureau. The party requesting the mediation shall be responsible for contacting the proper Better Business Bureau location within thirty (30) days of the mediation request the appointment of a mediator and to set up the date and time for the mediation, which may be conducted in- person or remotely at Your discretion. If conducted in-person, the mediation proceedings shall take place in ***************, ****, unless state law requires it to be located elsewhere... The parties shall divide equally the cost of the mediator, but otherwise each party shall be responsible for and bear their own costs of the mediation, including their attorney fees, unless state law requires otherwise."

  I timely demanded mediation between Scioto Administrators Corporation and myself, with that mediation to be conducted remotely. I then demanded mediation from the Better Business Bureau through my attorney, ******* ********, ***************** received a response from Trezon *****, Dispute Resolution Manager of the Better Business Bureau for *************

  In his response (which was actually directed to ******* of Scioto Administrators Corporation), Mr. ***** stated as here pertinent: "I took a look into our systems, and I am not finding a complaint filed with the BBB.

  Please remember that is the only way any services of the BBB can be utilized.

  Also, some new process and requirements that we have implemented are:

  1. When a complaint is filed, we need both parties to give at least 2 responses before requesting mediation, so that BBB can determine and review if mediation is necessary." ""

  Very truly yours,

  ******* ********
  ****************
  ****************
  ************
  *******@community ************
  

  Business Response

  Date: 10/02/2024

  Mr. ********,

  We are truly sorry to hear that you have had such a negative experience so far. As you have been informed previously, our system shows that there was a request for cancellation made on 12/29/2022. I understand your frustrations here, and would like to see if we could connect to discuss further, and see how best we can help.

  Please reach out directly to me and we can coordinate a call. My e-mail address is: ************************************ 

  Sincerely,

  *** ******

  Customer Answer

  Date: 10/08/2024

  Please find attached a copy of the warranty that is connected to complaint 22164308. 

  Customer Answer

  Date: 10/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22164308
  
  I am rejecting this response because: The business (Renascent) cancelled my vehicle's warranty in 2023, with insufficient legal reason(s). To date, the business has not taken any action whatsoever to remedy my loss. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 10/29/2024

  Hello,

  We would like an opportunity to address the customer's complaints prior to scheduling mediation. We have not yet had an opportunity to provide a substantive response to the customer's complaint. 

  Thank you,
  *** ******
  (************************************)
  

  Business Response

  Date: 01/28/2025

  Good Morning,

  I spoke with Mr. ******** on January 17, 2025 about his complaint.  We had received a cancellation check for his Vehicle Service Contract.  After discussion, he indicated that he would cash the check and let me know if he had any additional problems.  Please consider this complaint resolved.

  Thanks,

  ******** *****

  VP of Legal, Regulatory and Compliance

   

  Business Response

  Date: 01/28/2025

  Hi *******,

  Hope you're doing well!  Please let me know if you have had any issues with cashing the cancellation check or if there there is anything else with which I can assist you.  If not, can we please close out this complaint with the BBB?

  Thank you so much,

  ********

   

  Customer Answer

  Date: 02/05/2025

  Hi *******,

  The check I have from ******** is stale. Can you have a check reissued?  Please advise. 

  ******* ********, **

  Business Response

  Date: 02/07/2025

  Hi *******,

  I will have my team reach out to ******** in order to reissue the check.  Would you please send me a scanned copy of the check?  You can send it to me directly at ***********************************************************.

   

  Thanks!

  ********

   

• Initial Complaint

  Date:08/16/2024

  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 received a message that my complaint was moved to another department to file a complaint against Renascent Protection Services, but the complaint is directly against Endurance Auto Warranty.

  I purchased my extended warranty with Endurance and they are the one who was supposed to take care of our claim, but they had Renascent Protection Services provide the review and denied our case.

  We have no idea who is Renascent Protection Services and not sure why we have to deal with them. We need Endurance to explain this and to respond to our complaint. Renascent Protection Services has nothing to do with us.

  Can you correct the complaint and post it against Endurance because we would like them to respond or get hit with their rating. 
  

  
  

  Business Response

  Date: 08/16/2024

  ********* is the selling agent for this contract. The administrator is Allegiance Administrators, LLC. Allegiance Administrators, LLC?is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator. 
  
  Please forward this complaint to Allegiance Administrators, LLC (*****************************************************************************************************************************************************************) 

  Customer Answer

  Date: 08/16/2024

  I am filing a formal complaint against ********* regarding their failure to honor the terms of the extended warranty I purchased. I bought a Platinum package warranty from Endurance, which was advertised as providing comprehensive coverage for my vehicle. However, my experience with this company has been fraught with issues and has left me questioning their business practices and integrity.The problems began when I discovered that despite purchasing my warranty from Endurance, my claims were being handled by a different company, Renascent Protection Solutions, LLC. This arrangement was never disclosed to me at the time of purchase and raises concerns about transparency. On August 12, 2024, I spoke with an Endurance representative, ******* ****, about our most recent claim. During this conversation, the representative purposely classified an engine part as an "emissions part" in what appeared to be an attempt to avoid paying for the claim. They denied this claim. My car also had suspension issues, which was partially approved; however, they did not cover fully. The representative promised to investigate why it was only partially covered, but never followed up with a response. Adding to my frustration, Endurance in the past, has offered to use replacement parts that are not of factory quality for repairs. Our mechanic has expressed serious concerns about the safety of these parts, stating they would not feel comfortable installing them in our vehicle, we were forced to pay the difference in that instance to be able to complete the repair. The situation reached a critical point when our car became stranded at the mechanic's shop due to delays in responses from Endurance. We were left with no choice but to pay for the repairs out of our own pocket because we could not leave our vehicle at the mechanic any longer. This unexpected expense has caused significant financial strain and completely undermines the purpose of having a warranty in the first place.

• 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.

  So my car needed its transmission replaced . Once it got to the shop I wa made aware that I had an extended warranty that I bought when i purchased the car . So I call to see what my plan includes and covers . The person I spoke to ( jazzy in most cases ) let me know that a tow up to $100 was cover and a rental for 40/ day while my car is in the shop for approved repairs . So from my understanding as long as my claim is approved and while Im waiting for the company and the repair shop to exchange info . That my rental that I had to come out of pocket for , and then wait 2-4 weeks to be reimbursed for, would be cover while I wait . Its been three weeks now . And I sent my first rental claim in a week ago . It took a week for the warranty company to tell the repaid facility that the repair was approved I had to keep calling both parties myself in order to get this info passed along . Here it is now I find out that not only dont cover the entire repair . But they only cover the amount for a part ( a USED transmission ) that no repair shop is willing to put in . Even after the shop made this issue known they still refused to approve anything aside from a sort I cant use ! And to top it off , after I send in my rental agreement for another week because this is another week without my car now . Ive been informed that my max rental days was only 5. I didnt get reimbursed for my tow because the tow company didnt include the mileage ( which they are not required to do not was I told they needed to do ) and because my last name wasnt on the receipt. Ive already paid more money than the warranty contract cost me in the first place ! This has been a complete rip off !

  Business Response

  Date: 10/02/2024

  Mr. *******,

  We are sorry to hear and apologize for any negative experience you might have had. That said, I would like to see if we could connect to discuss further and clarify any potential misunderstandings regarding the approved and paid claim.  

  Please reach out directly and we can coordinate a call. My e-mail address is: ************************************ 

  Thank you,
  *** ******

• Initial Complaint

  Date:06/28/2024

  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.

  my car was totaled out 1/13/24. bank canceled the warranty 1/13/24. today is June 28th 2024 and I have received an email where I bought the vehicle from stating that this warranty company will not refund me any money (still had a year left at the time of loss on the warranty) due to the claims they have already paid out. 3 claims total and the last one I had to fight tooth and nail because they sent out an inspector that didn't do his job properly. this is robbery. bank was paid off and obviously the warranty company was at the time of purchase. for them to be allowed to deny refund for unused time on the contract needs to be looked at.

  Business Response

  Date: 07/15/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of *****************
  *****, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on July 15, 2024.
  Thank you for your patience while we further investigated this matter. Upon review of *** ********************* file,
  we note that ************** contract clearly and without dispute contains language that states that the refund
  calculation will be less the value of any claims paid at Article VI, Section D.
  ************** purchased his contract a little over two years ago and paid $3,990 for it. In two years, **************
  has received payment on three claims totaling $8,095.33. Despite ************** inflammatory and incorrect
  assertions, his refund has been handled correctly under the terms and conditions of the contract. The amount
  paid in claims through ************** contract exceeds not only the refund calculation amount, but it is also more
  than double the amount paid for the contract. Thus, no refund amount is due for this cancellation as the
  claims paid under the contract are more than the refund amount. ************** has received more than twice
  the amount in benefits that he paid for the contract and the contract certainly worked out to ************** benefit.
  We note that ************** set the disputed amount at $3,800.00. Even if ************** had not received more than
  twice the cost of his contract in repair payments, he would have only been entitled to a pro-rated refund which
  would have been less than $1,000. However, as stated, the contract terms clearly state that the cancellation
  refund calculation will be less the amount of any claims paid, and the claims far exceed the refund amount.
  Further, the contract also states in Article VI, Section D, that if there is a loan on the vehicle, the lender, and
  not the contract holder, will be named on the refund check and paid the amount of any refund owed. There
  is a loan on the vehicle, thus, even if there were a refund amount owedwhich there is notit would have
  gone to the lender and not **************.
  This matter was handled correctly by the Renascent staff and no refund amount is owed to **************.
  Should you require additional information, please feel free to contact me at ************************

  Customer Answer

  Date: 07/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21915590
  
  I am rejecting this response because: first and foremost there isnt a loan on this vehicle. This vehicle was paid in full by my insurance company and I have documentation to prove it. Second in none the paperwork I have (because this company did not give all the required documentation to the customer when the car is sold from the dealer) says any of what was stated above. They didnt even a document stating whats covered and not covered. I even called about this various times and none of the customer ********************** reps could give me this info. I work for a shop that deals with warranty claims regularly and their contracts have everything down to the fine print. I still have all the original documents from the dealership in the original folder. This warranty company practices are shady and for high end vehicles such as my *** m5 they make it even worse to process a claim. The simple fact you said theres a loan on this vehicle when there hasnt been one in months proves how shady yall really are. Again I am owed a refund regardless of whatever yall are trying to spew. I will continue to fight this. 
  
  Regards,
  
  *******************

  Customer Answer

  Date: 07/20/2024

  attached are images of both the vehicles being paid off by insurance company to **************** and the insurance having no lien on the vehicle as well. both *********** and njm insurance hold no financial responsibility of this vehicle. the vehicle is mine to keep clean and clear. 

  Business Response

  Date: 07/26/2024

  Thank you. Again, the cancellation refund calculation will be less the amount of any claims paid, and the claims far exceed the refund amount. 

  Customer Answer

  Date: 07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21915590
  
  I am rejecting this response because: again I have no documentation stating that nor was I given the entire contract when I asked for it multiple times by the selling dealer nor the warranty company. again I want the rest of the contract refunded 
  
  Regards,
  
  *******************

  Business Response

  Date: 07/30/2024

  n/a

  Business Response

  Date: 08/02/2024

  Let me know if anything else is needed.