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:12/19/2022

  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 was advised by Ken Ganley of Bedford on 12/17, I need a right wheel bearing replacement. The dealership quoted me 681.75 including tax, labor, and parts. The dealership called me on 12/19 to advise my warranty has a $100 deductible, I’m responsible for $4x.xx for the nuts and bolts (which I’m aware of, I don’t agree with this miscellaneous charge when nuts or bolts are required with any assembly. My entire warranty is $45xx.xx so why isn’t included). The dealership then advised that they needed a follow-up because the claims adjuster **** ***** (unsure if this is the right spelling) said the warranty company is only willing to cover $157 of a $278 part. I left a voicemail for **** to call me back to discuss this matter. **** was rude and exemplified 0 customer service etiquette. He was combative and barely let me ask any questions. **** advised the warranty company reserves the right to use after market parts vs OEM parts. There is NO authorized dealership and very seldom do smaller shops use after market parts. I asked **** for his last name, he responded “I don’t have to give that you. I’m the only **** here.” I asked for his claims adjuster ID - he also refused that. I responded, “so you do not have a last name and you can’t provide your ID.” He replied, “duh I have a last name.” I disconnected the call because this was horrific treatment. I’ve had the warranty since August 2022. No late payments, no previous claims. If this is how I’m going to be treated I can go elsewhere.

  Business Response

  Date: 12/21/2022

  This
  response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18614148, received on December 19th,
  2022
  
  Thank
  you for patience while we further investigated this matter. Upon review of Ms. ******
  claim file we determined that Ms. ****** contacted us to start a claim on December
  19th, 2022, which is the same day she filed a BBB complaint.  We authorized payment for the aftermarket
  part. Per Ms. ****** contract in Section II. Schedule of Coverage, Supreme
  Coverage, it states Reimbursement amounts for replacements parts or components
  may be based on new, non-OEM, remanufactured, or used parts at Our sole
  discretion.  The aftermarket part has
  the same warranty length as the OEM part. As our company has the contractual
  right to utilize non-OEM parts that have the same warranty, that was well
  within the routine operational procedures of our company.  We contacted the repair facility to authorize
  the repairs and submit the repairs for payment.  I also want to mention that our company policy
  states that our claim adjusters do not give out their last names.  Our claim adjusters only provide their first
  name and their extension.  Our Claims
  Director pulled the call and Tito, the claims adjuster was very patient with
  Ms. ****** and in no way was he combative or disrespectful. He was calm, cool,
  and collected during the call. 
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/05/2023

  I was advised by Ken Ganley of Bedford on 12/17, I need a right wheel bearing replacement. The dealership quoted me 681.75 including tax, labor, and parts. The dealership called me on 12/19 to advise my warranty has a $100 deductible, I'm responsible for $4x.xx for the nuts and bolts (which I'm aware of, I don't agree with this miscellaneous charge when nuts or bolts are required with any assembly. My entire warranty is $45xx.xx so why isn't included). The dealership then advised that they needed a follow-up because the claims adjuster **** ***** (unsure if this is the right spelling) said the warranty company is only willing to cover $157 of a $278 part. I left a voicemail for **** to call me back to discuss this matter. **** was rude and exemplified 0 customer service etiquette. He was combative and barely let me ask any questions. **** advised the warranty company reserves the right to use after market parts vs OEM parts. There is NO authorized dealership and very seldom do smaller shops use after market parts. I asked **** for his last name, he responded "I don't have to give that you. I'm the only **** here." I asked for his claims adjuster ID - he also refused that. I responded, "so you do not have a last name and you can't provide your ID." He replied, "duh I have a last name." I disconnected the call because this was horrific treatment. I've had the warranty since August 2022. No late payments, no previous claims. If this is how I'm going to be treated I can go elsewhere.
  

  
  

  Business Response

  Date: 01/10/2023

  This
  response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18614148, received on December 19th,
  2022
  
  Thank
  you for your patience while we further investigated this matter. Ms. ******
  rejection was simply a reiteration of her prior complaint. As such, after our review
  of Ms. ****** claim file, we determined that Ms. ****** contacted us to start a
  claim on December 19th, 2022, which is the same day she filed a BBB
  complaint.  We authorized payment for the
  aftermarket part. Per Ms. ****** contract in Section II. Schedule of
  Coverage, Supreme Coverage, it states Reimbursement amounts for replacements
  parts or components may be based on new, non-OEM, remanufactured, or used parts
  at Our sole discretion.  The
  aftermarket part has the same warranty length as the OEM part. Our company has
  the contractual right to utilize non-OEM parts that have the same warranty and
  thus that was well within the routine operational procedures of our
  company.  We contacted the repair
  facility to authorize the repairs and submit the repairs for payment.  I also want to mention that our company policy
  states that our claim adjusters do not give out their last names.  Our claim adjusters only provide their first
  name and their extension.  Our Claims
  Director pulled the call and Tito, the claims adjuster, was very patient with
  Ms. ****** and in no way was he combative or disrespectful. He was calm, cool,
  and collected during the call. 
  
  Should you require additional
  information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18614148
  
  
  
  I am rejecting this response because: Tito was not patient. His supervisor was condescending and rude as well. Yes, I was unaware after market parts could be used. However, this company found the absolute cheapest part and did not look at the reviews of the item.

  Tito did not provide his last name or extension. I was given that information from the dealership.

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