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:01/09/2025

  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. 

• Initial Complaint

  Date:04/04/2024

  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.

  The below is a copy of an e-mail sent to the business representative I was working with on an extended vehicle warranty claim.
  
  
  
  After further consideration and my attempts to resolve this matter amicably with you directly, I was misguided in the referenced claim. From the start, I ex*****ed the situation I was in when I sought your assistance and guidance in getting my car repaired and to avoid issues because the repair shop was unwilling to deal with warranty companies. I further ex*****ed the financial situation I was in and the jeopardy that a denied claim would add additional strain to my finances and thus prevent me from paying my rent if the nearly $4,000 claim was denied. Note that at the current time, I am facing eviction because I am now 2 months behind in rent which is the approximately $4,000 claim and out-of-pocket costs of the repair. My starting this is to emphasize to you that my understanding and intent and what was done was in keeping with your instructions.
  
  
  When I originally ex*****ed the situation to you and ex*****ed that the repair shop was unwilling to work with extended warranty companies and whether there was a way to work around them being paid by Renascent Protection Solutions, LLC, and by me direct. You ex*****ed the two options. The first was to go through the normal procédure. The second option you provided was that I pay for the repairs and Renascent Protection Solutions, LLC reimbursed me with the understanding that the repair shop needed to provide details on the needed repairs, so their need could be understood and verified. The repair shop did that which was verified by you. There was no apparent issue noted with the information they provided and according to the repair shop they understood that you were satisfied with the information they provided and an inspection was not even discussed nor requested during that conversation. The second addition to this reimbursement option was that an inspection may have to be performed to verify the repairs were done. At no time was it ex*****ed when the inspection was to be done, or if it would be required but one would assume after the repairs were complete. At no time was it ex*****ed that the inspection needed to occur in the shop or that parts were needed for inspection. This was only added as an additional layer after I paid for the repairs and retrieved the car some 8 days after the repair was complete. Note that I retrieved the vehicle after being released from the hospital and my mind elsewhere but after closer review of the correspondence between us I have been able to verify the foregoing and continue to assert that I followed the option and its requirements as ex*****ed by you. Note that on the day I retrieved the vehicle, I phoned you to discover that you were now stipulating that the inspection was to be completed while in the shop. The first that was ex*****ed. In an email following I went as far as offering to have the vehicle inspected that same day or in the days that followed and even offered to pay for that inspection myself to bring an amicable solution to the matter. That offer went unresponded to in addition to others. That was offered to resolve the matter and with the thinking, I may have misunderstood. Again, after furhter consideratioin and closer review of the communications, I did not overlook anything in how the reimbursement option was ex*****ed and the course I followed.
  
  
  I would like the claim reassessed and the above facts considered. If I fail to receive a response from you or someone representing your firm informing me that the claim has been reviewed and in light of the above approved no later than the EOB on Friday March 22, 2024, I will have no other choice than to seek immediate legal action in the Boston, MA District Court to resolve this matter. This is something I would like to avoid.
  
  I appreciate your time and consideration in the above matter. Please feel free to contact me at this e-mail address or via my cell phone: ###-###-####.
  
  Regards,
  
  **** M. ********

  Business Response

  Date: 04/22/2024

  This response is written with regard to the Better Business Bureau follow-up to the com*****t of **** ********, Com*****t ID BBB-********, received by Renascent Protection Solutions, LLC on April 16, 2024.
  
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s file, the denial of the claim was both proper and a direct result of Mr. ******** actions in breach of the contract. The claim was denied for failure of prior authorization by Renascent. The contract, in several places, states that no benefits will be paid under the contract without prior authorization. Renascent was initially contacted by Mr. ********, which is not standard in that 99.9% of all claims are called in by a repair facility. Mr. ******** was told to have the repair facility hold on the repair so that an inspection could take place and the claim determination could then be made. Mr. ******** was told inspection usually takes 1-2 business days once Renascent gets all the information. The timeline below shows the interaction.
  
  12/15/2023 – Mr. ******** emailed Renascent an invoice, Renascent opened the claim the same day and Renascent let Mr. ******** know to have the repair facility call in and file the claim, as is the usual practice.
  
  12/19/2023 – Mr. ******** emailed Renascent asking about the inspection process, and he was advised that repair facility still needs to call Renascent and provide a repair order number and the cause of failure to be able to move the claim forward.
  
  12/21/2023 – Renascent called repair facility at ###-###-####, spoke with Khalil asking for the cause of failure(s) and was advised all repairs were complete and vehicle was gone.
  
  12/28/2023 – Renascent advised Mr. ******** that the claim was denied for no prior authorization.
  
  Mr. ******** failure to allow inspection and to cause the repair facility to complete the repair without authorization, was a breach of the contract. Further, Mr. ******** caused this breach to occur after being directly informed as to the exact process required to adjudicate his claim under the terms of the contract.
  Renascent requires that all claims must have prior authorization for a variety of sounds reasons, including being able to make an accurate determination as whether the cause of failure was covered under the terms of the contract. The reason 99.9% of claims are called in by a repair facility is that 1) a consumer generally is not able to provide an accurate diagnosis regarding the cause of failure and 2) a consumer cannot issue a repair order to review and pay the claim from. Once a vehicle is repaired, the cause of failure cannot be independently confirmed by a third-party inspector. As such, claims that do not have prior authorization are denied, following the terms of the contract.
  
  Should you require additional information, please feel free to contact me at [email protected]
  

  
  

  Customer Answer

  Date: 04/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your com*****t.] 
  
  
  
  Com*****t: ********
  
  
  
  I am rejecting this response because: I made it clear that the repair facility was not willing to work with a warranty company directly and was specifically given the option by the advisor that I could make payment and be reimbursed once they spoke with the facility (done) and possibly performed an inspection ( never confirmed it had to be done and NEVER said when.  They could have performed the inspection when the car was in the shop or after.  
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 05/03/2024

  This response is written with regard to the Better Business Bureau follow-up to the com*****t of **** ********, 
  Com*****t ID BBB-********, received by Renascent Protection Solutions, LLC on April 29, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s file, 
  the denial of the claim was both proper and a direct result of Mr. ******** actions in breach of the contract. 
  Renascent delivered a comprehensive response to Mr. ******** (below) previously. There is nothing new in 
  Mr. ******** latest communication. Thus, the response is restated below. 
  The claim was denied for failure of prior authorization by Renascent. The contract, in several places, states 
  that no benefits will be paid under the contract without prior authorization. Renascent was initially contacted 
  by Mr. ********, which is not standard in that 99.9% of all claims are called in by a repair facility. Mr. ******** 
  was told to have the repair facility hold on the repair so that an inspection could take place and the claim 
  determination could then be made. Mr. ******** was told inspection usually takes 1-2 business days once 
  Renascent gets all the information. The timeline below shows the interaction. 
  12/15/2023 – Mr. ******** emailed Renascent an invoice, Renascent opened the claim the same day and 
  Renascent let Mr. ******** know to have the repair facility call in and file the claim, as is the usual practice. 
  12/19/2023 – Mr. ******** emailed Renascent asking about the inspection process, and he was advised that 
  repair facility still needs to call Renascent and provide a repair order number and the cause of failure to be 
  able to move the claim forward. 
  12/21/2023 – Renascent called repair facility at ###-###-####, spoke with Khalil asking for the cause of 
  failure(s) and was advised all repairs were complete and vehicle was gone. 
  12/28/2023 – Renascent advised Mr. ******** that the claim was denied for no prior authorization. 
  Mr. ******** failure to allow inspection and to cause the repair facility to complete the repair without 
  authorization, was a breach of the contract. Further, Mr. ******** caused this breach to occur after being 
  directly informed as to the exact process required to adjudicate his claim under the terms of the contract. 
  Renascent requires that all claims must have prior authorization for a variety of sounds reasons, including 
  being able to make an accurate determination as to whether the cause of failure was covered under the terms 
  of the contract. The reason 99.9% of claims are called in by a repair facility is that 1) a consumer generally 
  is not able to provide an accurate diagnosis regarding the cause of failure and 2) a consumer cannot issue a 
  repair order to review and pay the claim from. Once a vehicle is repaired, the cause of failure cannot be 
  independently confirmed by a third-party inspector. As such, claims that do not have prior authorization are 
  denied, following the terms of the contract. 
  What must be made clear are both following points: 
  1. The contract excludes approval of repairs made without prior authorization. 
  2. Mr. ******** discussed this with Renascent before choosing to ignore Renascent’s requirement for 
  prior authorization of his claim. 
  As stated above, once a repair is completed, there is no way to review the mechanical breakdown to 
  determine causation and whether there is coverage for the breakdown or not. Should you require additional 
  information, please feel free to contact me at ******************* 

  Customer Answer

  Date: 05/10/2024

  **** ******** <*************************>
  10:55 AM (1 hour ago)
  to [email protected]
  
  It seems a prior response to the Business’s response was not entered or saved.  I intended to respond when I originally received the response.
  
   
  
  The fact is that when I originally contacted the customer service rep of the business to file a claim, I fully disclosed the fact that the repair facility was unwilling to work with a warranty company and specifically asked if there was a workaround to this to avoid delay and taking it to another shop as it would require being flat bedded to another facility.  The rep said I had the option of following the protocol OR making payment myself and being reimbursed.  The amount of the claim may trigger the need to inspect to verify repairs were made (indicating the inspection would be after repairs were made) but I was not told with any definitive instruction that it would need to be and that they would have to speak with the repair facility (which they did).  AT no time was it disclosed if for certain the inspection had to be done or when.  The vehicle was repaired, and the vehicle was picked up.  When I confirmed this and called to set up an appointment for inspection, I was told it should have been done while in the shop.    Mind you the warranty company did verify they had spoken with the repair shop and were satisfied the rep[airs were needed and that their questions were answered.  They had the opportunity to inspect the vehicle at this time substantiated by the fact that the vehicle was in the shop for an additional 6 days after repair.  They did not set up an inspection appointment if they needed to do so while in the shop – something they did not inform me of.
  
   
  
  Last, a prior claim – also for a water pump (same as this claim in part) was covered as a direct reimbursement.  Repairs were made and later reimbursement was sought and paid as a reimbursement to me with no inspection etc.  This verifies that the reimbursement was and is an option that the warranty company uses and as was offered by the customer service rep.  Their change and added criteria on the inspection and going back to the fine print that all repairs need authorization first is contrary to that prior claim and the offer made and agreed to on this one.
  
   
  
  Best,
  
   
  
  **** M. ********, Property Manager
  
   
  
                                                                      ****************************
  
  Cabot Estate
  
  *** ******* Street
  
  ******* *****, MA  *****
  
  Phone: ###-###-####
  
  Fax: ###-###-####
  
  E-Mail:  *************************

  Business Response

  Date: 05/14/2024

  This response is written with regard to the Better Business Bureau follow-up to the com*****t of **** ********, 
  Com*****t ID BBB-********, received by Renascent Protection Solutions, LLC on April 29, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s file, 
  the denial of the claim was both proper and a direct result of Mr. ******** actions in breach of the contract. 
  Renascent delivered a comprehensive response to Mr. ******** (below) previously. There is nothing new in 
  Mr. ******** latest communication. Thus, the response is restated below. 
  The claim was denied for failure of prior authorization by Renascent. The contract, in several places, states 
  that no benefits will be paid under the contract without prior authorization. Renascent was initially contacted 
  by Mr. ********, which is not standard in that 99.9% of all claims are called in by a repair facility. Mr. ******** 
  was told to have the repair facility hold on the repair so that an inspection could take place and the claim 
  determination could then be made. Mr. ******** was told inspection usually takes 1-2 business days once 
  Renascent gets all the information. The timeline below shows the interaction. 
  12/15/2023 – Mr. ******** emailed Renascent an invoice, Renascent opened the claim the same day and 
  Renascent let Mr. ******** know to have the repair facility call in and file the claim, as is the usual practice. 
  12/19/2023 – Mr. ******** emailed Renascent asking about the inspection process, and he was advised that 
  repair facility still needs to call Renascent and provide a repair order number and the cause of failure to be 
  able to move the claim forward. 
  12/21/2023 – Renascent called repair facility at ###-###-####, spoke with Khalil asking for the cause of 
  failure(s) and was advised all repairs were complete and vehicle was gone. 
  12/28/2023 – Renascent advised Mr. ******** that the claim was denied for no prior authorization. 
  Mr. ******** failure to allow inspection and to cause the repair facility to complete the repair without 
  authorization, was a breach of the contract. Further, Mr. ******** caused this breach to occur after being 
  directly informed as to the exact process required to adjudicate his claim under the terms of the contract. 
  Renascent requires that all claims must have prior authorization for a variety of sounds reasons, including 
  being able to make an accurate determination as to whether the cause of failure was covered under the terms 
  of the contract. The reason 99.9% of claims are called in by a repair facility is that 1) a consumer generally 
  is not able to provide an accurate diagnosis regarding the cause of failure and 2) a consumer cannot issue a 
  repair order to review and pay the claim from. Once a vehicle is repaired, the cause of failure cannot be 
  independently confirmed by a third-party inspector. As such, claims that do not have prior authorization are 
  denied, following the terms of the contract. 
  What must be made clear are both following points: 
  1. The contract excludes approval of repairs made without prior authorization. 
  2. Mr. ******** discussed this with Renascent before choosing to ignore Renascent’s requirement for 
  prior authorization of his claim. 
  As stated above, once a repair is completed, there is no way to review the mechanical breakdown to 
  determine causation and whether there is coverage for the breakdown or not. Should you require additional 
  information, please feel free to contact me at ******************* 

  Customer Answer

  Date: 05/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your com*****t.] 
  
  
  
  Com*****t: ********
  
  
  
  I am rejecting this response because: As shown in the timeline provided by the business, the business spoke with the repair facility confirming the repairs were needed and the vehicle waited for 7 days in the facility.  Why did the business not arrange for the inspection during this time.  Having not done so I called the business after picking up the vehicle and paying for it to arrange for the inspection since they had not and was only then told the inspection needed to be done while a the repair facility.  Then why didn't they arrange for it during the ample amount of time that was provided.  Again, the inspection was never verified as being a requirement but a possibility.  Based on past repairs to the water pump the repair was made and reimbursed at a later time showing that the warranty company DOES work outside of their fine print disclaimer of "authorized repairs".

  The warranty company rep should have made the process clearer and in addition did not plan the inspection when he should have.

  This process is now at a stalemate which it has been since the initial com*****t.  I would suggest the mediation process as per the requirements of the warranty contract.

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

  Business Response

  Date: 05/20/2024

  n/a

  Business Response

  Date: 05/22/2024

  This response is written with regard to the Better Business Bureau follow-up to the com*****t of **** ********,
  Com*****t ID BBB-********, received by Renascent Protection Solutions, LLC on May 20, 2024, 2024.
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s file,
  the denial of the claim was both proper and a direct result of Mr. ******** actions in breach of the contract.
  Renascent delivered a comprehensive response to Mr. ******** (below) previously. Again, there is nothing
  new in Mr. ********’ latest communication. Thus, the response is restated below with one addition.
  The claim was denied for failure of prior authorization by Renascent. The contract, in several places, states
  that no benefits will be paid under the contract without prior authorization. Renascent was initially contacted
  by Mr. ********, which is not standard in that 99.9% of all claims are called in by a repair facility. Mr. ********
  was told to have the repair facility hold on the repair so that an inspection could take place and the claim
  determination could then be made. Mr. ******** was told inspection usually takes 1-2 business days once
  Renascent gets all the information. The timeline below shows the interaction.
  12/15/2023 – Mr. ******** emailed Renascent an invoice, Renascent opened the claim the same day and
  Renascent let Mr. ******** know to have the repair facility call in and file the claim, as is the usual practice.
  12/19/2023 – Mr. ******** emailed Renascent asking about the inspection process, and he was advised that
  repair facility still needs to call Renascent and provide a repair order number and the cause of failure to be
  able to move the claim forward.
  12/21/2023 – Renascent called repair facility at ###-###-####, spoke with Khalil asking for the cause of
  failure(s) and was advised all repairs were complete and vehicle was gone.
  12/28/2023 – Renascent advised Mr. ******** that the claim was denied for no prior authorization.
  Mr. ******** failure to allow inspection and to cause the repair facility to complete the repair without
  authorization, was a breach of the contract. Further, Mr. ******** caused this breach to occur after being
  directly informed as to the exact process required to adjudicate his claim under the terms of the contract.
  Renascent requires that all claims must have prior authorization for a variety of sounds reasons, including
  being able to make an accurate determination as to whether the cause of failure was covered under the terms
  of the contract. The reason 99.9% of claims are called in by a repair facility is that 1) a consumer generally
  is not able to provide an accurate diagnosis regarding the cause of failure and 2) a consumer cannot issue a
  repair order to review and pay the claim from. Once a vehicle is repaired, the cause of failure cannot be
  independently confirmed by a third-party inspector. As such, claims that do not have prior authorization are
  denied, following the terms of the contract. What must be made clear are both following points:
  1. The contract excludes approval of repairs made without prior authorization.
  2. Mr. ******** discussed this with Renascent before choosing to ignore Renascent’s requirement for
  prior authorization of his claim.
  If Mr. ******** would like to request mediation through the BBB that is his right and responsibility. Renascent
  will certainly participate in BBB mediation initiated by Mr. ********.
  Should you require additional information, please feel free to contact me at ******************* 

  Customer Answer

  Date: 05/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your com*****t.] 
  
  
  
  Com*****t: ********
  
  
  
  I am rejecting this response because: This response is the same as prior responses.  They claim a breach for my failure to do what I was instructed and I did do what was instructed.  They clearly said I could be reimbursed for the repairs, they mentioned an inspection MAY be needed.  No instruction was given when the inspection was needed.  The warranty company did verify the need for the repairs, yet failed to schedule an inspection when it was in the shop.  After paying for and picking up the car i CALLED warranty COMPANY TO SCHEDULE THE INSPECTION THINKING i WAS DOING THE CORRECT THI.  only THEN WAS i TOLD THAT WAS NOT CORRECT  and the claim was denied because of it.

  The warranty company has reimbursed me before for repairs/claims well after the fact that the repairs were made.  This was again the same protocol they had honored before and now they say it is denied.
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 05/29/2024

  This response is written with regard to the Better Business Bureau follow-up to the com*****t of **** ********, 
  Com*****t ID BBB-********, received by Renascent Protection Solutions, LLC on May 29, 2024, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s 
  response, we note that he is misconstruing events. Mr. ******** had previously conducted repairs without 
  prior authorization and was given a one-time exemption from the contract’s clearly stated policy of excluding 
  unauthorized repairs. All repairs covered under the contract must receive prior authorization or they will not 
  be covered. RPS went above and beyond and gave Mr. Richard’s a one-time exemption to maintain good 
  customer service. However, that one-time allowance does not vary the terms of the contract which require 
  claim notification and prior authorization to be covered under the terms of the contract. 
  Mr. ********, as noted in the several other RPS responses, did not acquire prior authorization and thus his 
  claim is excluded from coverage. 
  Should you require additional information, please feel free to contact me at ******************* 

  Customer Answer

  Date: 05/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your com*****t.] 
  
  
  
  Com*****t: ********
  
  
  
  I am rejecting this response because: 

  The statement that there was a one time exemption is false as that was not relayed then nor was it during this most recent claim.  The claims stand alone and the representative in fact said I could be reimbursed this time as well. I followed the protocol as set forth by the warranty rep.  and when I tied to complete the procedure by scheduling the inspection once I picked up the vehicle i was told it was not an authorized repair as the inspection should have happened in the shop.  At no time was that communicated prior and when the rep had the opportunity to schedule it with the repair shop while he verified the need for the repairs (which was completed successfully) the rep failed to do so.

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

  Customer Answer

  Date: 03/10/2025

  Mediation Availability Response for Com*****t ID: ********
  
  **** ******** <*************************>
  Mar 5, 2025, 10:27 AM (5 days ago)
  to Better
  
   
  
  IN response to the request seeking my availability for mediation, I will make myself available any day of the week of :
  
   
  
  Week of (March 17 - 21, 2025).  I will make myself available either morning or afternoon as long as I know in advance.
  
  Best,
   
  
  **** M. ********, Property Manager
  
   
  
  ****************************
  
   
  
  Cabot Estate                                                                                    
  
  *** ******* Street  
  
  ******* *****, **  *****                                       
  
   
  
  Phone:    ###-###-####
  
  Cell:       ###-###-####
  
  Fax:       ###-###-####
  
  E-Mail:    *************************
  
   
  
  
  
  
  Hello ****,
  
  Thank you for your email.
  
  We have your available dates and await the business response.
  
  Once we receive their preference we can move forward with finding a mediator and into the virtual meeting.
  
  Thanks for utilizing BBB services and we will be in touch.
  

  Business Response

  Date: 05/13/2025

  Dear ****,
  Based on the terms of your contract, your aggregate limit of coverage was $11,325.00.   Previously paid claims totaled $7,305.20, leaving a remaining balance of $4019.80 remaining in coverage towards the engine replacement for your vehicle for this claim. We have approved the maximum amount of coverage that remained under your contract, pending submission for payment from the repair facility.  Please reach out to your repair facility and ask them to submit the required documentation for payment.  While we understand you may be dissatisfied with the amount of the approved claim authorization total, we must adjudicate all claims per the terms of the contract.  
  
  Thank you,
  Claims Review Team