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:12/22/2024

  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.

  Upon purchase of a used motorcycle in May 2023 I also purchased an extended warranty through the dealer. This warranty was provided by MCW at a cost of $********** August of 2024 said motorcycle had to undergo repair. Upon inspection and estimate a repair request was submitted to MCW. Subsequently MCW approved the repairs and the work completed. Completed invoice was forwarded to MCW along with supporting documents. To date MCW has failed to reimburse me for the costs associated with the repairs, although numerous contacts with MCW have only resulted in excuses as to why payment has not been received.

  

  Business Response

  Date: 01/07/2025

  On September 13, 2024, we received notification and an estimate for a claim on the motorcycle covered by this contract.
  

  On September 13, 2024, we authorized repairs.  The shop/customer was instructed to notify us when the repair was completed, and we would issue the payment. 
  

  Contrary to the complaint,we never received proof that the work was completed and ready for payment.
  

  On September 23, 2024, we did receive an email from the complainant with four attachments, but every attachment was completely blank.  A blank attachment is not proof of completed work. The complainant could not comprehend that perhaps he had not used his technology correctly when attempting to send us proof, but instead berated us saying we were trying to rip him off.  We never received proof of completed work.
  

  On January 7, 2025, in an effort to close this complaint, we contacted the repair facility and they forwarded a final, completed invoice.  Thats all we needed to issue payment, but also, we cannot issue a payment without it. It is incumbent upon the customer/repair facility to provide us with proof of completed work and a final invoice.
  

  A check for $1,262.92 is being issued shortly made payable to the complainant.  

  Customer Answer

  Date: 01/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In addition I never claimed MCW was ripping me off but was told by ****** that payment was sent to the service provider on August 29, 2024. After waiting approximately 4 weeks for payment I again contacted ****** who claimed the post office was at fault for loss of the check.  Subsequently ****** stated that a new check would be generated and sent to me - the customer- on 10/7/24 which to date I have not received. Time will tell whether MCW lives up to its promises.
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:06/07/2024

  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.

  6/6 I took my motorcycle to a dealership and they found a serious problem with the transmission. They quoted the repair and I sent it to this extended warranty company. I have never had to use their coverage and did not anticipate a problem. they denied the claim. The rep I spoke with was arrogant and refused to transfer me to a supervisor. This is CLEARLY a mechanical problem and if it's not resolved it will burn out the transmission in my bike. Needless to say that would be very expensive and could be a safely issue as well. This is nothing other than a lame attempt to avoid paying for a relatively inexpensive claim from a company that I purchased a warranty from in good faith!

  Customer Answer

  Date: 07/17/2024

  They have not responded or corrected the problem. 

  

  Business Response

  Date: 07/19/2024

  Hello,

  Before we can consider a response, we need to know how **************** came up with the $2,100 amount.  We contacted the shop where her motorcycle was evaluated, and the total cost of the repair is just over $300.  We have attached a copy of the repair order.

  Thanks,

  MCW

  Customer Answer

  Date: 07/21/2024

  They still have not resolved this repair

  

  Business Response

  Date: 07/22/2024

  Hello,
  
  Before we can consider a response, we need to know how **************** came up with the $2,100 amount.  We contacted the shop where her motorcycle was evaluated, and the total cost of the repair is just over $300.  We have attached a copy of the repair order.
  
  Thanks,
  
  MCW

  Customer Answer

  Date: 07/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21817359
  
  I am rejecting this response because:

  This makes no sense,  the dealership estimates the repair around $300. Ismf this repair is not completed and it causes the transmission to be damaged the new transmission is $2100. Right now the dealership does not see damage to the transmission?
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 am writing to report a warranty coverage issue. I believe my initial and subsequent complaints were mishandled, resulting in denial of guaranteed coverage. The facts are below: - Vehicle was purchased 5/7/22 - I noticed a turn signal was not working during the test drive and asked for a replacement from dealer, it was replaced. - I obtained proof of inspection; a logbook reports the vehicle inspected on 5/6/22 (attached)- Almost immediately had difficulty with the vehicle. I phoned MCW on 7/27/22 (proof of call attached) after obtaining the number to Mechanics Choice - I reported that the rear view mirror fell off and was advised that was not covered - I reported that I felt that the car was hot upon start up, and was advised to put more coolant in and call back - not all air was covered - On 7/28/22, the car began issuing plumes of white smoke out of the exhaust upon start up - the clouds went away while driving, but the car sounded shaky.- I resolved to call Monday, but was prevented from doing so because I broke my foot on 7/29 - could not drive the car - had to arrange for care.On 8/5, my partner (the only person who could drive me anywhere) contracted covid. On 8/15/22, when better, I called MCW again to report the exhaust smoke (proof of call attached), explaining the initial call and chain of events. I was advised the contract was no longer valid. The receipt on the contract is dated 5/7/22, however, I believe my initial complaint/concerns may qualify for coverage. 8/19/22 –  took car to ****************. The shop (documentation of call, attached) agreed to assess the damage free of charge the shop advised: repairs likely 3K to 5K, head gasket could be blown and/or cracked motor block I am paying a total amount financed of 7750; I put 2,000 down on the car.The miles at time of purchase were 159,536.The miles now are at 161,136. It is hard not to feel something failed to protect consumer rights. Full complaint & docs

  

  Business Response

  Date: 09/19/2022

  We were sorry to hear that ************ suffered a broken foot as well as Covid. Unfortunately, she did not contact us regarding a problem with her vehicle until after her contract expired.  There is nothing more we can do as the contract is a legal document with a definitive beginning and end date. 
  
  On May 7, 2022 ************ purchased a vehicle from *****************.  The purchase included a Vehicle Service Contract with our company.
  
  On August 7, 2022 her coverage expired and the contract ended.
  
  On August 15, 2022 our Claims Department received a call from her regarding a possible engine problem with her vehicle.  The caller was informed that the contract had expired.
  
  ************ states that she also called our offices on July 27, 2022.  This is not the case.  The proof of her call is a screen shot from her phone.  The only number she dialed on July 27, was ************.  This is not one of our telephone numbers.  We personally dialed the number and it went straight to an unidentified voicemail.  We looked the number up on line, and it appears to belong to a private individual located in Fredericksburg, PA.   Again, no relationship with our company.
  
  Additionally, as one can imagine, telephone calls are a major part of our business.  To this end, calls are automatically logged and recorded.  Our Claims Manager went back through the call logs and there is no proof of such a call or conversation.  Perhaps ************ is confused and called the dealership instead to inquire about the mirror falling off and starting hot.  In any event, she did not call us. 
  
  We fully acknowledge her call to our offices on August 15 even though the screenshot she sent as proof of her call on August 15 was actually for calls she made on August 19.
  
  The contract has specific start and stop dates.  Unfortunately, *********** did not notify us of a potential problem with her vehicle until after her contract had expired.  There is nothing more we can do.