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:04/20/2025

  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.

  [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: 23228086
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** ******
  
  
  
  
  
  
  
  
  *** never would of lied to me I would have waited an went thru the process the correct way but he did lie to me so I fixed my car I need help getting whats owed to me by they wrong doing I work hard for my money and these warranty companies are just scamming people out of they hard earned cash I just need help I have the messages in my phone that **** sores sent to me

  Business Response

  Date: 04/25/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating unexpected vehicle repairs can be and appreciate the opportunity to clarify the terms of your coverage with Penn Warranty Corporation.
  Per the Service Contract, coverage for any repair is contingent upon following the claims process as outlined in Section IV Your Responsibilities. Specifically, the contract requires that:

  Prior Authorization must be obtained before any repairs are made. The vehicle must be at a licensed repair facility, and the repair facility must contact the Administrator with a diagnosis and estimate in order to receive an authorization number.
  

  No repairs may be made until this authorization number is issued. Repairs completed without prior authorization are not eligible for reimbursement, as clearly stated in the contract.
  

  In cases of emergency, claims may be submitted via email for consideration, provided a letter of explanation is included. However, this still requires a timely submission for review, and reimbursement is not guaranteed if the process was not followed.
  

  We did review your repair invoice and, as a courtesy, issued an offer for reimbursement based on the specific components and terms of your service contract. This amount is still eligible for reimbursement and is the amount that would have been authorized had a claim been called in.

  We encourage all customers to reach out to our **************** team or ***************** at ************** with questions regarding coverage or the proper claims process before proceeding with repairs.

  Should you have any additional documentation or questions regarding this matter, we are happy to review them.

• Initial Complaint

  Date:03/04/2025

  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.

  [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: 23021409
  
  I am rejecting this response because:I should have been included in the conversation between the two companies. I have no idea what said 

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

  
  

  Business Response

  Date: 03/07/2025

  Dear *** ********,
  

  We have reviewed your complaint and conducted a thorough evaluation of your claim. A claim was initiated by ********** for the engine on your vehicle. On January 24th, the repair facility informed us that you authorized them to perform an engine teardown. At that time, they were advised that the claim would be placed on hold until they provided us with the teardown findings and a repair estimate.
  

  We did not receive any further communication regarding this claim until your call on February 21st, at which point you were informed that the claim remained on hold pending the teardown results. The next contact occurred on March 4th, when the repair facility called to inform us that the repairs had already been completed. They stated that they replaced the head gaskets and sent the heads to a machine shop for additional work. At that time, the repair facility was advised that we could not authorize the claim since the repairs had been completed without prior authorization.
  

  As outlined in your service contract agreement, it is your responsibility to ensure that no repairs are performed on your vehicle until an authorization number has been issued by the Administrator, The Penn Warranty Corporation. Additionally, the contract states that any claim for repairs completed without prior authorization will not be covered. This provision can be found under Section IV.B.3 of your service contract.

  Please do not hesitate to contact us if you have any additional questions or concerns at **************.

  Business Response

  Date: 03/21/2025

  Dear Mr. ******************* records indicate that you were informed on January 20, 2025 that tear down was required to verify the failures. You were also informed of the contracts terms and conditions, and your responsibilities. Additionally, on February 21st, you were advised that the claim was placed on hold pending tear down and that we hadn't heard back from the repair facility with their finding and you advised us that you would be checking with the repair facility regarding the status of tear down. We had no further communication with you or the repair facility until March 4th when we were advised the repairs were completed. Both yourself and the repair facility were advised that we were waiting for tear down to be completed and for the repair facility to verify the failures and that no repairs were to be completed prior to this.

  If you have any additional questions, please contact us at **************.

   

• Initial Complaint

  Date:01/17/2025

  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.

  I purchased a vehicle from ************************** in **********, the vehicle was delivered and had a warranty from Penn Warranty Corporation. Upon delivery I noticed the check engine light was on, and after driving the vehicle for a week I heard some drive train noises. I took the vehicle to ******* ******* a claim was started but the repair bill was too high. I took the vehicle from **************** and called teh warranty company I was told by the company that I could purchase another transmission to have installed at a mechanic's shop and that when I had the repiars and the invoice to contact them to make a claim for payment. I got the vehicle fixed and called to report and now they say that I had to make the claim the day the car was in teh shop and that I can no longer be paid even though I have all the paper work and they were notified prior to the appointment of when my vehicle would be going into the shop.

  Business Response

  Date: 02/03/2025

  Dear Mr. ********************* you for reaching out regarding the transmission repairs on your 2016 ****** Forester. After reviewing your file, I would like to provide the following information:

  On November 26, 2024, ******* ****** initiated a claim to replace the transaxle on your vehicle. At that time, the repair facility was clearly advised that no repairs should be performed without prior authorization.
  During a follow-up call on December 5, 2024, we were informed that the vehicle had been removed from the repair facility. Subsequently, on January 17, 2025, you informed us that the repairs had already been completed by the facility. At that point, we explained that the repair would not be eligible for coverage as it had been completed without prior authorization. Our service contract explicitly excludes reimbursement for repairs performed without authorization, as outlined in Section III.B.2.
  

  Unfortunately, for this reason, we must deny reimbursement for the repairs. Please let us know if you have any questions or require further clarification.
  

  Sincerely,
  The Penn Warranty Corporation

• Initial Complaint

  Date:10/28/2024

  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 4/11/2024, I purchased an extended warranty through the pennstate warranty corporation The gold coverage for $2,738. On sept 29, ****************************** the middle of traffic and had to be towed to a repair shop, the repair shop quoted me over 10k+ in repairs for motor replacement, the shop informed me that the warranty stated they would only cover 3k in repairs. Im basically getting the money back I spent on the warranty which is outrageous.When I purchased the warranty I asked if motor replacement and transmission replacement where apart of my coverages I was told yes.Despite adherence to policy terms, I have been informed that a significant portion of this bill is not eligible for reimbursement. This exclusion directly contradicts the comprehensive nature of the Powertrain Warranty, which explicitly includes coverage for essential engine, transmission, differential, and electrical components, along with associated labor and rental costs. By denying coverage, Penn Warranty Corporation is failing to uphold its contractual obligations, leaving me with substantial unexpected financial burden.While the policy is comprehensive in many respects, several areas warrant clarification and reconsideration: **Engine and Transmission Coverage**The policy states that specific components such as lifters, timing belts, and timing chains are excluded when they do not "fail" or are replaced as part of "preventative maintenance." However, the lack of coverage for these crucial parts, especially when they require cleaning or adjustments, may lead to high repair costs that should reasonably fall under warranty.**Labor Rate Limitations**: Labor charges are set to a maximum flat rate depending on the coverage level, ranging from $70 to $110 per hour. This rate cap may be inadequate if local labor costs exceed the provided rate, potentially leaving consumers to cover the difference even for covered repairs.Consider setting labor rates in line with regional

  Business Response

  Date: 11/07/2024

  Dear Mr. *************** you for reaching out and giving us the opportunity to address your concerns regarding your service contract. We understand the frustration and financial concerns involved in vehicle repairs, and we are here to help clarify your policy coverage and next steps.
  After reviewing your claim, we found that a claim was initiated for your vehicle on October 23, 2024. This claim was closed on October 28, 2024, because the vehicle was removed from the repair facility before the claim process could be completed. At the time the claim was closed, we were still waiting for the necessary diagnostic information from the repair facility to proceed.
  To ensure the claim can be reviewed, please return your vehicle to the repair center and ask them to initiate a new claim with us prior to making any repairs. This will allow us to fully assess the repair needs and coverage based on the information provided.
  Regarding coverage limits, under Section V.D. of the ************ contract, the limit of liability per repair is $3,000. This is the maximum amount covered per repair, which was outlined in the terms of the Gold coverage plan upon purchase. While engine and transmission replacement can indeed be covered under this plan, the $3,000 limit is applicable to all repairs, including motor replacements.

  Please feel free to contact us if you have further questions or would like additional support. We are committed to providing the best service possible within the terms of the warranty and look forward to assisting you in getting your vehicle back on the road.

  Thank you,

  The Penn Warranty Corporation

• Initial Complaint

  Date:07/09/2024

  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.

  [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: 21963214
  
  I am rejecting this response because: the response highlights steps in regards to having repairs done to the vehicle. My repairs have been prompted by warning signals and notifications for needed repairs. I purchased the VEHICLE and WARRANT from Penn Warranty from ***************** in ********* ******************************  So for this dealership to sell Penn Warranty along with the sell of a vehicle. Then to repair my vehicle under the specifications of whats covered and to not report it and have it documented with the company is totally unprofessional. 

   

  For further details of my repairs feel free to sesrch from my VIN # *****************.  And if there is no record, maybe this dealership is selling your company's warranty in a fraudulent manner. Your company is the one who informed me that they can't discuss ANYTHING about the warrant with them. And advised me to work directly with the dealership. So, now I'm not sure who exactly is being fraudulent. 
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  and I still haven't recieved a call back. Other situations involved the exact same lack of effort in regards to ordering and advising to have the truck repaired. I've personally had to use my days off from work to physically respond to ensure that they would indeed order and have the part in time for my vehicle to be repaired. I'd rather be refunded the amount (prorated if necessary) that I paid for the warranty and just secure another warranty with another company that honors the service that's advertised.

  Business Response

  Date: 07/12/2024

  Dear ******************,

  Thank you for bringing this matter to our attention. After a thorough review of our records, we do not have any notes on file indicating that you have previously contacted us, nor do we have any claims open for your vehicle at this time.
  To ensure that we can assist you promptly moving forward, please follow the claims procedure as outlined in your service contract under Section IV.B which reads:

  B. Filing a Claim: If Your Vehicle incurs a Breakdown, You must take the following steps to file a claim:

  1. Prevent Further Damage: Take immediate action to protect Your Vehicle from further damage. This Service Contract will not cover
  any damage caused by not securing a timely repair when a Breakdown has occurred. You are responsible for observing Your Vehicles
  warning lights and gauges and taking appropriate action immediately to prevent further damage. Failure to do so may result in the denial
  or the limitation of coverage under this Service Contract.

  2. Take Your Vehicle to any Licensed Repair Facility: Your Vehicle must be at a Repair Facility for a claim under this Service Contract
  to be opened and must remain at the Repair Facility until authorization is issued for the claim. You must provide the Repair Facility
  with a copy of the Service Contract and/or the Administrators contact information and the Vehicles VIN.

  3. Prior Approval: Prior to any repair being made, have the Repair Facility contact the Administrator with a diagnosis and an estimate of
  the Cost of repairs, containing separate estimates for both parts and labor, to obtain an authorization for the claim. The Administrator
  can be contacted during normal business hours at **************. Emergency repairs, done outside of working hours, may be submitted
  to **************** at *********************************************** with a letter of explanation for payment consideration. If it is determined
  that a covered component has failed and the estimate for the repair is agreed upon by Our adjustor, an authorization number will be
  issued by the Administrator. The amount authorized by the Administrator is the maximum amount that will be paid for Covered
  Repairs under the terms of this Service Contract. No repairs are to be made on Your Vehicle until an authorization number is issued
  by the Administrator. Any claim for repairs without prior authorization will not be covered under this Service Contract.

  Our team is ready to assist you and ensure your repair process goes smoothly. If you have any further questions or require additional assistance, please do not hesitate to contact us at ************.
  Thank you for your understanding and cooperation.

  Business Response

  Date: 08/02/2024

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

  We have contacted *********** Cars LLC on your behalf and was advised they would be reaching out to you to discuss any issues regarding your repairs. Please be advised that any repairs that you would like to claim under your service contract must be called in to us prior to any repairs being performed. In our last response, we highlighted the steps you must take to file a claim for your repairs on your vehicle. If you no longer wish to go to the selling dealer for repairs, you are free to choose a different repair facility however the terms of the contract must be followed when filing a claim. If you have any additional questions regarding your active service contract, please contact us directly at ************.

  Customer Answer

  Date: 08/05/2024

  I reviewed the complaint response from the company and I also contacted them. I'm satisfied with the resolution regarding this matter.
  
  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. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:06/24/2024

  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.

  [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: 21893011
  
  I am rejecting this response because:
  
  I feel like Penn Warranty is a gimmicky company and I wouldnt do any further business with them anymore. You guys are definitely aware that most customers do not have the money for an engine tear down. I would like to request a refund of my warranty since this requires me to no longer need the warranty nor did I ever use it nor plan on using it. I paid $850 for my contract and I would like that to be refunded. Thank you.
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  000 to pay for a tear down. I am not a middle class woman but am making ends meet. I have been out of work due to this vehicle and still I have to pay $353 monthly for financing. This is insane. I will do my best to make sure this company goes out of business. They know that 80% of the time, no one is going to have this type of money upfront so this is high way robbing the customers. I am so stressed with me being out of work. Now I am back looking for a way to pay my bills because of this car issue. I have been crying myself to sleep. I will NOT rest until this issue that I am facing is resolved. This should not be allowed to be done to a lower class customer. They should not even have a business! I am furious and will not continue to sleep.

  Business Response

  Date: 06/24/2024

  Dear *******************,

  We acknowledge your concerns regarding the teardown charges associated with your recent repair situation and would like to clarify the terms of your service contract to address your complaint.
  

  According to Section IV, titled "Your Responsibilities," Subsection B.4. of your service contract, it is the customer's responsibility to authorize the repair facility to perform necessary diagnostic work and provide "teardown" authorization. This authorization is essential for the repair facility to deliver an accurate diagnosis and estimate of the required repairs. Additionally, the contract explicitly states that the customer is responsible for any and all teardown and diagnostic charges made by the repair facility that are not specifically listed as covered under their service contract.
  

  As part of the claim process, an accurate cause of failure and diagnosis of your vehicle is necessary. The repair facility informed us that the engine has locked up. However, to determine the precise cause of the engine lockup, the engine must be disassembled to the point of failure. There are numerous internal engine components that could lead to failure, and in some cases, a repair may be warranted rather than a full engine replacement. The only way to ascertain this is to tear down the engine to identify the cause of failure.

  We understand that these unexpected costs can be stressful, particularly during challenging times. It is important to note that you have the option to seek a second opinion or take your vehicle to a different repair facility if you are able to obtain a more competitive quote regarding the teardown costs. This flexibility is provided to ensure that you can make the most cost-effective decision for your situation.
  

  Our goal is to support our customers within the framework of the contract terms and provide the best possible service. We regret any inconvenience you have experienced and are committed to assisting you in navigating this process.
  If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team.

  Business Response

  Date: 07/12/2024

  Hello ******************,

  To request a cancellation of your service contract, please email us at ************************************** with your request to cancel along with the **** current mileage on your vehicle, and reason for cancellation. However, please be advised that any refund would be pro-rated with a cancellation effective date from the time you make your request. You would receive a refund on the remaining time left on the service contract. If you have any additional questions, please feel free to contact us at **************.

  Customer Answer

  Date: 07/24/2024

  I am awaiting for the Business response by email for a refund of my warranty. I was told to email them for a refund of my warranty.  I still have not heard anything back as to why I did not respond in a timely manner. I did not need this to be closed until I heard back from the business. Thank you! 
  

  Regards,

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

  Business Response

  Date: 08/02/2024

  Your request to cancel your service contract was received and is currently being processed. It will be cancelled on Tuesday, August 6th. If you have additional questions regarding your cancellation, please contact us directly at ************.

  Customer Answer

  Date: 08/06/2024

  [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. After receiving the refund for the cancellation, I will be disputing that for either the full amount or backdated for when I first called in to use my policy. I was told by a representative that after receiving the refund, file a dispute. Thank you!
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:05/17/2024

  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.

  [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: 21726247
  
  I am rejecting this response because:
  

  Hi,  I need to add to this complaint because it is not resolved. I was barely refunded 1/4 of what I paid.  It is not acceptable for them to keep over 3/4 of the amount especially since I have not used the coverage at all and I have only had the car 2 months. I need the rest to fix my NEW car since they clearly won't cover it. Which is pointless for me to have it. I attached a picture of the amount that was refunded. Plus, I do have pictures attached to the original complaint on what I originally paid. Please let me know
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/21/2024

  Dear *******************************,

  Thank you for bringing your concerns to our attention. We take these matters very seriously and are committed to resolving them promptly. We understand that the service contract coverage did not meet your expectations however your contract includes specific terms and conditions where certain components may not be listed for coverage and/or issues existing prior to the contract sale are not covered.

  We are sorry to hear that you had difficulty reaching our team for assistance with a refund. I have reviewed this with that department and have found that we received your written request to cancel via email and a response was issued to you this morning. Your cancellation and refund are currently being processed and a pro-rata refund of the remaining time and/or mileage will be issued to your lien holder.

  We apologize for any inconvenience caused and appreciate your patience as we work to address your concerns.

  Sincerely,

  The Penn Warranty Corporation

  Business Response

  Date: 06/18/2024

  Hi Mrs. ********, you are due an additional $1,559.56 from your selling dealer. The portion you received was from Penn Warranty. Please contact your selling dealer regarding the balance owed. If you have any additional questions, please feel free to contact us at ************. Thank you.

  Customer Answer

  Date: 06/18/2024

  [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: 21726247
  
  I am rejecting this response because: I paid $2850 to Penn Warranty so it is not the dealership fault for covering the rest. They do not have the money. The money was given to the warranty company and I need to receive the rest so I can fix my car.  Please refer to the original pictures in the contract that clearly shows it went to Penn Warranty.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/24/2024

  *********************,
  According to the terms of your service contract, you received a pro-rated refund minus a 10% cancellation fee. The original cost of the service contract was $2,850.00. Since you cancelled on 5/17/2024, your refund rate was ******% of $2,850.00, less a 10% cancellation fee of $285.00, resulting in a total refund of $2,182.93. Penn Warranty received $1,049.00 for your service contract. Applying the ******% refund rate to this amount and subtracting the $285.00 cancellation fee, we refunded $623.37 to your lien holder.
  Since Penn Warranty only received $1,049.00 for your service contract, the dealership is responsible for refunding the remaining amount you are owed. It's possible that the dealership charged processing fees, which could account for the difference. We have informed your dealership via email of these calculations and that they are responsible for refunding the remaining $1,559.56 to your lien holder.
  If you have any further questions about your refund, please contact us directly at ************.

• Initial Complaint

  Date:05/08/2024

  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.

  [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: 21681873
  
  I am rejecting this response because: you approved work to be done to my jeep July 2023, then when I needed work done April 2024, you approved a abs sensor and cam shaft sensor to be put on the jeep, and when jeep notified you that it wouldnt fix the problem cause it was found to have blown cam barrings you sent a person to check the jeep out which he seen it was lifted( as bought that way) then  Proceed to tell the dealership that the jeep needed to be torn down more to the point of damage and when that was done then said you wouldnt cover the damage because of the vehicle being lifted. So not only did the adjuster seen that it was lifted and you requested more work to be done and after that was done you cancel my policy leaving me with a ***** bill that I cant afford, and will start to be charged storage fees. The right thing needs to be done here 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/16/2024

  Dear **************,
  We acknowledge the receipt of your complaint and want to assure you that Penn Warranty values your feedback. We are committed to addressing your concerns promptly and effectively. To better understand the specifics of your claim, we kindly request you to reach out to us at ************. We look forward to assisting you further.

  Business Response

  Date: 05/29/2024

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

  Thank you for contacting us again regarding your initial complaint. We have also received your dispute forms, disputing the decision on your claim. We have arrived at a decision regarding your dispute and that response is being mailed to you. Please contact us at ************** for a copy of your dispute response.

  Thank you,

  Penn Warranty Corporation

• Initial Complaint

  Date:02/17/2024

  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 bought my car with the warranty by this company and I have a problem with the engine after I took it to the mechanic. They asked me for all the questions they need to cover the expense of the Repair. Its been going on since over six months after I provide all the information they needed and they promised me theyre gonna work it out, uncover the repair of the engine, finally they declined it. It is very stressful and I have no car and my car is at the mechanic needs to repair the engine or replace it. It will cost me over $5000. Maybe more in Repair and I have copy of the warranty from this company.

  Business Response

  Date: 02/22/2024

  I have reviewed ********************** complaint and have contacted him directly to resolve this matter. 

• Initial Complaint

  Date:01/11/2024

  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.

  The ***** is in the shop for the whole duration of December 2023 only getting a notice of denied service on the first week of January. Now the vehicle is towed to ******of Richmond to which at that point the car is in a state of disrepair.

  Business Response

  Date: 01/15/2024

  We have received your complaint and after a complete review of the facts and documents as they pertain to this claim, the following is a result of our findings:
  On December 20, 2023, ***** initiated a claim for the timing belt on your 2012 ***** ***. On that date an adjuster was assigned to this matter and verified with the repair center the vehicle/customer information, claims procedures, and diagnostic requirements. As part of the claims process, a statement was obtained from you regarding the issues with your vehicle and when they occurred. Based on your statement, the check engine light was on when you purchased the vehicle and you noticed that it was burning oil on the drive home from the dealership. Based on this information, along with only 11 days and 547 miles on the vehicle since purchase, your claim was denied.
  

  This denial was a result of failures being prior to contract acceptance. Your contract excludes coverage for a breakdown that existed prior to, or was caused by a condition that existed prior to, the service contract purchase date as stated in Section III.B.5.
  

  It is our decision that we feel the terms of the service contract have been met and must respectfully deny any reimbursement for this repair.