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:02/10/2023

  Type:Customer Service 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.

  warranty company isnt responding to claims

  Business Response

  Date: 02/15/2023

  This
  response is written with regard to the Better Business Bureau complaint of ***** *****, Complaint ID 19385640, received on February 10,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been calling this company for the past week the mechanic spoke to them they ask for estimate and mechanic sends it no reply and then to find out that there having an outage.for the past week now my car has been at this mechanic since the January 17th i had another mechanic look at my vehicle days prior and call and was told by the company to they didn't want a new transmission in the vehicle that they wanted the transmission rebuilt the mechanic couldn't do it and recommended to a mechanic who can rebuild the transmission has been at his shop since January 25th and he has sent out a estimate of Feb 1st as they have asked and no reply

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of *********** ******, Complaint ID 19369546, received on February 8,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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 was told to purchase this warranty by the dealership where I bought my vehicle. I've had the vehicle for a little over 3 months now. 2 weeks ago, the vehicle had to be put in the dealership for an ignition switch and a blend door actuator. The dealership couldn't get Renascent on the phone. This went on for days. I had to pay almost $1000 out of pocket because it's my only vehicle. Since then I've been trying to contact them and have had no luck

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of ******* ******, Complaint ID 19365142, received on February 8,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lisa Foster of Autodynamics in Houston, Tx sold me a Performance First Ultimate Warranty for $3,773.00 on March 31, 2022. My contract number is **********. On approximately December 9, 2022 I experienced a mechanical breakdown. I had the car towed to Lucas Automotive in Spring, Texas. The interactions between your company and Lucas Automotive led them to release the car at no cost to me after it sat there for approximately 3 weeks. Lucas automotive told me they didn’t feel comfortable putting any more time into my vehicle. They felt from their interactions, your company was looking for a way to deny the claim and the contract wouldn’t be upheld. I then got it towed to British Unlimited in Spring, Texas. They received the vehicle which at this point had parts disassembled and placed in the rear of the car. British Unlimited said they would handle the warranty claim. They contacted the warranty company and opened a claim. They were instructed to tear down the motor to the point of failure. They did as instructed and called for an inspector. The Inspector came out approximately 1 week after their call. They have submitted pictures, the repair order, and other required information. Since then your servers have been down for about 2 weeks now. Nobody is able to contact anyone at your company. I have tried several different methods (email, phone, Facebook, LinkedIn etc.) and have not been able to gain any ground on this. The shop British Unlimited, has now started charging me a $22.00 per day storage fee and billed me for engine removal and the 2 hours tear down time. I now have a car with the engine out and body removed from the frame. On top of that I have a car note and insurance totaling approximately $1,000.00 per month on a car that is unusable and in a state of disrepair. I will be coming up on month number 2 in this situation on February 9, 2023.
  
  Can you or someone in your company please look into my claim and get this resolved as soon as possible?

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at [email protected] or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (renascentps.com).
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 02/16/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty for my 2018 Jeep Grand Cherokee thru Carchex. Renascent Protection Solutions LLC (formerly Allegiance??) purchased the warranty from Carchex. I am trying to get final approval on a claim and Renascent is not answering phones or responding for a week or more.
  
  I want my claim formerly and fully approved.

  Business Response

  Date: 02/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 18972150, received on February 2,  2023.
  
  Our
  systems have been down companywide for more than a week, coming gradually back
  online this week and more fully beginning on Monday of next week. We sincerely
  apologize for any disruption or confusion this outage presented to consumers.
  We have had a statement up on our public facing website during this time
  period, however, we realize that not everyone reviews the website. 
  
  While
  our system comes back online, we have established alternate mechanisms to file
  a claim. You may have the repair facility reach out to our claims department
  via email at ****************** or you may have
  the repair facility file a manual claims submission via our website Manual Claims
  Submission | Renascent Protection Solutions (***********.com).
  
  
  Should you require additional
  information, please feel free to contact me at ********************.

  Customer Answer

  Date: 02/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18972150
  
  
  
  I am rejecting this response because: Yes, the vendor was responsive after I escalated to BBB.  I appreciate that.  Yes, the vendor has contacted my Auto garage and conveyed approval.  Yes, I have an appointment for the radio to be installed (reason for Warranty claim & subject of this complaint).  BUT, the appointment is not until March 2nd where final approval from the vendor will be received and when I can say that this case is closed.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an extended warranty with Performance First for my 2018 Land Rover Range Rover supercharged car for thousands of dollars. They are engaging in fraudulent practices by claiming exclusions and or lack of coverage for repairs that are authorized under the contract. I have attached a copy of the extended warranty and the service record for the last repair that they denied. I have also attached emails from Land rover and warranty company regarding latest issue and findings and their response letter which is clearly in bad faith. They are trying to railroad the policy holder into not obtaining repairs for fear of being stuck with a $12,000 repair bill in bad faith and in breach of the contract. Please have BBB issue an F rating for this company based on fraudulent business practices.

  Business Response

  Date: 01/23/2023

  This
  response is written with regard to the Better Business Bureau complaint of Saar ********, Complaint ID 18826807, received on January 17,
  2023.
  
  Thank
  you for patience while we further investigated this matter. Upon review of Mr. **********
  claim file, it was determined that Mr. ********** claim is currently opened and
  active.  We are waiting upon the repair
  facility to confirm engine teardown has been completed and to provide details
  of the cause of the mechanical failure so we can schedule a vehicle inspection.
  Once the inspection has taken place, the final adjudication of Mr. **********
  claim will take place.
  
  Of
  note, RPS is concerned and puzzled that Mr. ******** has already filed a claim
  with the BBB when no final decision has been made to either approve or deny his
  claim. The decision will, however, be made independent of this action by Mr.
  ********.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy # ********** I have had coverage with them for three years adn they take $150 from my account every month. 

  I filed a claim with them on 9.14.22 when I took my Ford Expedition into the shop. They sent a rep.

  Yesterday, I was told my claim was denied as I had not not kept up the scheduled maintenance. 

  I am going to contact my Ford dealership to ask for the records. 

  I have not had my Ford Expedition since then, and neither the dealership nor the warranty company has been in touch with me or advised me on the cost of the repairs.

    

   

  Business Response

  Date: 01/18/2023

  This
  response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 18807369, received on January 13,
  2023.
  
  Thank
  you for patience while we further investigated this matter. Upon review of Mr. ******’s
  claim file, it was determined by the use of a third-party inspection company
  that the mechanical failure was directly attributable to lack of scheduled maintenance
  required by the manufacturer. There is varnish from burned oil coating
  everything visible and it is heavily coated on the underside of the valve
  cover. The heavy varnish accumulation inside the engine restricted oil flow to
  the top end. The cam cap and cam shaft were scored, with such scoring being
  consistent with oil starvation. All of this is a result a maintenance history
  of infrequent or no oil changes.
  
  The
  contract excludes mechanical failure directly attributable to lack of scheduled
  maintenance required by the manufacturer. Oil changes made in accordance with
  the manufacturer’s required frequency are necessary maintenance. The
  manufacturer’s required oil change frequency would not result in heavy varnish
  accumulation or oil starvation as found in Mr. ******’s vehicle’s engine. As a
  result of the third-party inspector’s inspection report, Mr. ******’s breakdown
  is attributable to lack of maintenance which is excluded from coverage under
  his contract. This exclusion may be found in Mr. ******’s contract under
  Section V. WHAT IS NOT COVERED, item E.  
  
  Thus, Allegiance was
  able to establish that we are standing by our decision to deny Mr. ******’s claim
  based upon the terms of the contract.

  
  Should you require additional
  information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ~ Date of transaction: 5/09/2022
  ~ Amount of money I paid for the service: $4,400.00
  ~ What the business committed to me: Mechanical warranty on parts, see attached contract which provide all the exclusions and nothing is mentioned regarding thermostats, which they refused to pay.
  ~ Nature of dispute: Pay for repair services under the contract. They did pay for a PDCC pump but refused to pay for thermostat pump repair.
  ~ Whether or not the business has tried to resolve the problem; No, they do not communicate with me.
  ~ Contract number: ********** which is listed on attached contract

  Business Response

  Date: 12/30/2022

  This
  response is written with regard to the Better Business Bureau follow up to the complaint
  of ****** ********, Complaint
  ID 18651571, received by us on
  December 28, 2022.
  
  Thank
  you for your patience while we further investigated this matter. Upon review of
  Mr. ********** file, we were able to establish that we are standing with our
  decision of the denial of Mr. ********** claim
  
  Mr.
  ********** claim has been properly denied as the repair facility only received
  prior authorization from us to repair the power steering pump and not the water
  pump, or thermostat.  The repair facility
  repaired the water pump and thermostat without receiving prior authorization
  from us.  Mr. ********** contract states
  in Section V. WHAT IS NOT COVERED, letter P. “FOR ANY CLAIM
  FOR REPAIRS MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR.” And
  in Section VII. CONTRACT HOLDER’S RESPONSIBILITIES, subsection B, item 3,
  Any claim for repairs without prior authorization will not be covered.” Thus,
  as the contract terms require, the portion of Mr. ********’ claim that received
  the prior authorization has been approved and the part of it that did not
  receive the required prior authorization is denied. Our company is required to
  act within the terms of the contract and has done so in this matter.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18651571
  
  
  
  I am rejecting this response because: 

  
  

  It seems RPS intentionally did not respond to the shop's requests for repair. They did not respond for 2 ½ weeks and I was without transportation so had no choice but to have the car repaired in hopes they would approve the repairs. Please see email chain, attached.....
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 01/13/2023

  This
  response is written with regard to the Better Business Bureau follow up to the complaint
  of ****** ********, Complaint
  ID 18651571, received by us on
  December 28, 2022.
  
  Thank
  you for your patience while we further investigated this matter. Upon review of
  Mr. ********** file, we were able to establish that we are standing with our
  decision of the denial of Mr. ********** claim
  
  Given
  Mr. ********’ rejection of our response, we re-examined the file on this
  matter. Mr. ********** claim was properly denied as the repair facility only
  received prior authorization from us to repair the power steering pump and not
  the water pump, or thermostat. As previously stated, the repair facility
  repaired the water pump and thermostat without receiving prior authorization
  from us. 
  
  Mr.
  ********** contracts states in Section V. WHAT IS NOT COVERED, letter P.
  “FOR ANY CLAIM FOR REPAIRS MADE WITHOUT PRIOR AUTHORIZATION FROM THE
  ADMINISTRATOR.” And in Section VII. CONTRACT HOLDER’S RESPONSIBILITIES, subsection
  B, item 3, Any claim for repairs without prior authorization will not be
  covered.” Thus, as the contract terms require, the portion of Mr. ********’
  claim that received the prior authorization has been approved. The portion of
  the claims made by Mr. ********’ repair facility that did not receive the
  required prior authorization were and are denied. Our company is required to
  act within the terms of the contract and has done so in this matter.
  
  The
  claim file timeline that represents Mr. ********’ interactions with our claim
  staff has been reviewed by our management staff and Mr. ********’ claims
  regarding the timeline does not accurately represent the true nature of the
  interactions.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18651571
  
  
  
  I am rejecting this response because: 

  
  

  I have yet to see any of my recent emails answered by RPS and will require all communications (Call logs and emails) RPS had with the shop so I find some resolution with my complaint. 
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership required me to get warranty for my vehicle at the time of purchase although on the contract it states optional and it was $4,000 which I paid to ensure I have a peace of mind in the event I run into any issues in 2 years. I have a check engine light that came in for error code P0128 and have been getting a run around by this company who does not want to pay the mechanic for the repairs claiming they need paper work which the mechanic provided and even had the mechanic resent. They are very rude and waste my entire day giving me a round and even hung up on me a few times when I attempted to reach the company to resolve my issue. They are not even willing to pay $400 for repairs for a warranty I paid $4000 for not are they willing to refund my money. I don’t see how this is legal and I’ll be getting in contact with a lawyer to get this resolved.

  Business Response

  Date: 12/29/2022

  This
  response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18630533, received on December 22nd,
  2022
  
  Thank
  you for your patience while we further investigated this matter. Upon review of
  Mr. ******’s claim file, we determined that Mr. ****** contacted us to start a
  claim on December 23rd, 2022, which is the day after he filed a BBB
  complaint.  We contacted the repair
  facility to authorize the repairs and submit the repairs for payment.  Mr. ******’s claim has been paid.  We also show Mr. ****** filed a claim on
  November 23rd and that claim was authorized and paid. As such, we
  are unsure as to the issues behind Mr. ******’s complaint, as both claims he
  has made have been approved and paid for.
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 12/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  

  
  
  
  Complaint: 18630533
  
  
  
  I am rejecting this response because:  They didn’t even research the claims or review calls as to what the issue is.  Their response clearly shows why they should not be in business.  How is it acceptable for a business to hang up on customers when the customer has been on hold endlessly and constantly being transferred to voicemails where they never follow up with their customers.  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service contract ( car warranty) and ********** was the servicer but Renascent took over. I had an issue with my car on November 21, 2022 at which time I had my car towed to the nearest GMC dealer from my home.
  I told the dealership the car was covered under warranty and gave them the contact information. The dealership was very kind and on top of everything. They determined that a new transmission was needed. Renascent determined that they wanted the dealership to tear down the transmission to cause the reason for the failure. The dealership told me that they did not understand what difference it made as to why because it was clear that a transmission was needed and that the warranty company would need to eithr replace it or have it rebuilt.
  Then on 12/19/22 I called the dealer to ask for status as it has almost been a month now and the car is still not being repaired. They told me that an inspector had to come and make sure that what the dealership is stating is correct. The dealer saw no issue to be concerned about. Then on 12/22/22 I got a call from the dealer that the warranty company is refusing to pay the claim stating that there was preexisting issues prior to the contract. I asked the dealer where did that come from and they said they have no clue but thats what they were told. I called the company Renascent and spoke with **** the adjuster who refused to providde me with a written copy of the denial and told me the decision is what it is. I asked how they arrived at that decision and he could not give me specific details. I told him I had gathered previous service reports but no one had asked me for them, he said he did not need them. I have paid for the warranty but yet they are just saying they are not gonna pay for the repair even the cost of having the dealer ship tear down the trnsmissionand now I still have a car that is not fixed. Now I find ths company is NOT accredited by the BBB as I write this complaint. This is criminal!

  Business Response

  Date: 12/29/2022

  Not sure how I respond to this complaint as there is nothing attached.