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:06/20/2025

  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.

  Refusal to pay for repair of engine issue in my 2013 RAM 1500 pickup 5.7L Automatic
  Integrity claims that the engine damage was preexisting damage to the engine in my truck prior to my purchase. It was not and there is no way of knowing that to be fact. The engine issue came up after my driving it well over the 30day/1000 mile waiting period. I drove the truck over 1400 miles from the time of purchase before the engine problem arose. Now Integrity is saying that the waiting period is 30 days plus 1000 miles!! They refuse to pay for engine repairs. I believe that this is simply a trick of theirs, deceitful in terms of clarity, and I want the repairs covered.

  Business Response

  Date: 06/30/2025

  Unfortunately this contract did carry a 30 day and 1000 mile waiting period.  As defined in the contract (attached) both the days and additional miles have to be met as part of the condition of that waiting period.  Additionally, an independent third-party inspection company was utilized to inspect the vehicle to determine the cause of mechanical failure.  During that inspection (attached) the findings were that "based upon all available information and with a reasonable degree of mechanical certainty, this condition is not sudden and was more likely pre-existing to the very recent contract effective date and mileage."  Unfortunately as defined in the contract (attached), pre-existing conditions are not covered.  It is for this reason that the claim was denied

   

  Thank you

• Initial Complaint

  Date:06/13/2025

  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 this auto warranty directly from the buy here pay here lot . Integrity warranty for$***** Shortly after purchasing the vehicle which was like the next day the car stopped working. I contacted Integrity warranty. They told me that no services could be provided by their company because the vehicle had to have so many miles driven before the warranty could be activated. However I took the vehicle to ********* ******** when the car was having many problems . It needed general maintenance which I took care of on my own but the car was already experiencing overheating the warranty company denied the claim . I left the car parked . I then took it to 5th gear automotive for the same issues. Integrity denied the claim told me if I replaced the radiator they would help me. So I did. I replaced the radiator and the car wouldn't start. I had it towed back to my residence until I could figure out what was going on
  I then towed it yo another shop they diagnosed it as needing a head gasket. Integrity warranty sent a third party adjuster to diagnose the car. The 3rd party adjuster approved the claim but Integrity warranty denied it because they said that the radiator was tampered with. Long story short . This vehicle never even passed emissions. It still has the temp tag that expired in 2024. Both the buy Here pay Here dealer and as well as Integrity warranty have rejected my request to fix the vehicle. So here I sit with a vehicle that I still owe on that doesn't run . Why even waist money on sending a 3rd party adjuster just for the claim to be denied. I did whatever I could on KY part to get this lemon that I bought working. As I stated it never even passed emissions. The owner told me to utilize the warranty or I would have to pay his mechanic to get it to pass emissions. I want thus vehicle fixed immediately

  Business Response

  Date: 06/18/2025

  Unfortunately it looks like the claims were denied for a
  myriad of reasons.  First and foremost,
  your initial claim was filed before the contract was active.  That vehicle had only traveled 239 miles and
  your contract carried a 1000 mile waiting period before it was active.  By your own statements the vehicle started
  experiencing issues the day after you bought the vehicle.  If you review your contract (attached)
  Section 5 – What is not Covered states in the first line that “Pre-Existing
  Conditions Are Not Covered Under This Contract.”  This issue was a pre-existing condition in
  addition to occurring during the contracts waiting period.  The other claims were due to issues related
  to overheating and improper repairs.  The
  independent third party inspection company never stated that the claim would be
  covered as part of their inspection nor did anyone at Integrity Warranty make
  such statements.  In fact that inspection
  states in its findings (attached) that “the technician showed the inspector
  what appears to be JB Weld applied to the neck of the radiator.  The technician also demonstrated what seems
  to be Stop Leak in the radiator.  The
  inspector verified that there is heavy sludge in the coolant reservoir.”  Cause of Failure: “Failure is consistent with
  improper previous repair.”
  Additionally within Section 5 – What is not Covered of this
  contract is stated that “Breakdown caused by continued use of defective Vehicle
  or mechanical failure caused by overheating [is not covered].”  Also stated is “Damage resulting from
  improper prior repairs [is not covered].” 
  Both inspections are attached that describe the findings of overheating
  as well as improper prior repairs.
  
  It is for these reasons that the claims described here were
  denied.
  
  Thank you

• Initial Complaint

  Date:06/03/2025

  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.

  9/2/2022, purchase vehicle (2015 Range Rover) from ******* *******; also noted as (******* *********i). A 3-year/36,000mile warranty was also purchased from Integrity Warranty LLC; during transaction. Neither ******* ******* nor partner- Integrity Warranty LLC has covered repair actions after 111 days!
  
  The vehicle was returned to the dealership’s service department (on or around August 27th of 2024 - September 2024), to check potential engine malfunction. The vehicle remained at this location for more than 10 days. Diagnosis given stated the engine was not malfunctioning and/or did not require replacement; some "unknown potential chip or sensor issue."
  Unsure of diagnosis, the vehicle was (towed) to a Land Rover dealership, where a second-opinion and diagnosis of ‘engine replacement’ was given; to include a nearly $3000+ out-of-pocket cost.
  Vehicle towed back to *******; to include internal engine photos and documents from the Land Rover dealership. The service department immediately agreed on diagnostics.
  
  The vehicle has been at the ******* ******* location since scheduled date; February 13, 2025. As of (Jun 2nd) date, that totals (111 days)!
  Despite multiple representatives from Integrity Warranty being dispatched, confirmed and agreed on engine replacement, no resolution has been received. Visiting dealership twice per/week on average & meeting with General Manager, on/since about day #50. One resolution offered; purchase new vehicle to "rid of issue" - however this option would only benefit other parties and the customer with additional new cost - negating a PAID warranty coverage. Pleading that NO customer can be without a vehicle for several months, the General Manager claims Integrity Warranty "will make it right" - or HE would resolve_
  Request your assistance in warranty coverage, business practice, and reasonable expectation and/or replacement of truck - It appears Integrity Warranty is holding for coverage expiration, but hopeful not their stance

  Business Response

  Date: 06/10/2025

  This
  claim has not been denied. The
  claim was called in 2/18/25 for an engine knock.  Integrity Warranty
  immediately ordered an inspection which stated that there was a rattling noise
  from timing chain area. On 2/21/25 advised service shop that we needed
  disassembly to point of failure to determine the mechanical failure. 
  After that point, we have not had any additional communication and as such the
  claim went dormant and was closed on 5/8/25 due to inactivity.  We would
  need disassembly as advised to re-open the claim, but if the customer/shop are
  willing to do that as advised, we would re-open this claim. 
  
  

  Customer Answer

  Date: 06/12/2025

  
  
  
  I am rejecting this response because: When purchasing vehicle policy from dealership, it was determined that the vehicle was fully covered best by this specific policy; 3yr/36000 miles. After ******* dealership has repeatedly said "we are negotiating with Integrity for this covered item" for the past 100+ days, such has not been my experience or final result. Seemingly, Certainly, Integrity has a different perspective than my experience as the paid / covered customer. 

  
  

  Business Response

  Date: 06/12/2025

  We have had no communication from ******* or any other service repair shop.  We need a service department to contact our office to take the next steps in adjudicating the claim, and that heretofore has not been done.

   

  Customer Answer

  Date: 06/19/2025

  
  
  I am rejecting this response because:

  I (covered customer) submitted to agency, the dealership's confirmation w/Integrity Warranty. I cannot confirm formal documentation, as I'd requested ******* Autos to lead, resolve, and fix warranty item "in full" as noted to be covered by General Manager & Finance Manager (initial elevated "point of contact"). What is known; on (2) occasions, individuals (on behalf of Integrity) were onsite to ******* Autos to confirm findings for warranty item.

  As of today, June 16, 2025, this item has been open & unresolved for (126) days_ [from February 13, 2025].

  Business Response

  Date: 06/30/2025

  Im not sure what else to say on this one.  We still need the repair shop (Whether that the dealership or elsewhere) to contact our claims department to able to proceed with disassembly for adjudicating the claim.  Again this claim has not been denied but is still pending predicated upon the need for communication from the repair facility.  

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service 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.

  I purchase a vehicle with auto time a little a over a year my car has been in a shop for 3 months the dealer ship has been helping to get some or something covers my Lexus 2017 is200t need a new engine or engine repair I bought a warranty with the dealership cost me **** dollars and they don’t want to cover something because it has sludge I have maintained the car which oil changes I have proof and that was sent it they said that the oil change company should have seen the sludge I told they the sludge is probably a recent thing because the head gasket was not good when I bought the car I believe is what happen I even took it to a Lexus dealership and they did not see sludge at all this was back in 4 months before I took my car in i paid so much money for a warranty who does not cover shit I will be filing a lawsuit against the warranty if nothing is resolved by 05/30 I’m giving you guys a 15 day notice the dealership has been talking to something that has helped him get this up to your ceo to get it covered because there are just giving me push back and I still pay my car loan and can’t drive it either way they say they can cover it because sludge happen because I didn’t maintain the car but I have all the proof I did

  Business Response

  Date: 05/21/2025

   

  Upon Review of this claim, our findings are as follows:

  Within Section 5 – What is not Covered of this customer’s
  contract (attached) it states:
  “Repairs resulting from rust, sludge, corrosion, or water
  intrusion and repairs due to improper quantity or quality of fluids” [are not
  covered]
  
  During the underwriting of this claim, we utilized an
  unbiased third-party inspection company (Inspection Services of America) to
  inspect the vehicle to determine the cause of mechanical failure.  The findings of the inspection (attached)
  concerning the mechanical failure were as follows “During the inspection, the
  inspector confirmed the presence of sludge in the engine, as shown in the
  pictures.  The oil was found to be mixed
  with coolant, resulting in a thick and gummy consistency.”
  
  Please see the inspection report and attached photos as
  evidence of sludge in the engine. 
  Whether or not the sludge existed prior to customer ownership or
  developed after contract purchase is irrelevant to the terms of the contract
  and the validity of the denial.
  
  It is for these reasons that the claim remains denied.

  Customer Answer

  Date: 05/21/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/17/2025

  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 recently purchased a vehicle and an extended warranty. Integrity is the company that my extended warranty was purchased through. They are refusing a claim that is covered under warranty under the cause of "pre-existing" conditions despite the repair needed being covered under the extended warranty. For the last month and a half I haven't had a car that I'm still obligated to pay for because they refuse to honor they're contract and they still are.

  Business Response

  Date: 04/21/2025

  The contract purchased by this customer (attached) states in
  Section 5 – What is not Covered:
  Pre-Existing Conditions Are Not Covered Under This Contract.
  
  In underwriting this claim, our claims department used a
  third-party inspection company unaffiliated with Integrity Warranty (********** ******** ** *******).  That company
  determined the mechanical failure experienced here to be pre-existing to the
  very recent contract effective date and mileage (inspection attached).  This contract was only 207 miles active at
  the time of loss. 
  Unfortunately, it is for these reasons that this claim
  remains denied.
  
  Thank you

• Initial Complaint

  Date:02/27/2025

  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 begin with I purchased my 2013 f-150 from ******** **** **** back in September. Little did I know that they had sold me a truck with a cylinder head that was already bad. They completely withheld a page from ****** on us. Fast forward to February 13, 2025. On my way home from the store the timing chain broke ans truck has been at *** ******** **** since. An adjuster from integrity came to look at the truck and was claiming and agreeing with the mechanic for it to be covered and fixed. That is why the mechanic moved forward with starting to fix the issue and was interrupted, On Wednesday February 26 2025 I received a call from the wonderful mechanic at *** ******** stating that the warranty isn’t going to cover my damages and issue do to a part not specifically listed when there main page states all internal lubricated parts. This is why a customer pays for a warranty in case of emergencies like this. For integrity to even try to deny covering this, when every other warranty company I have spoken with would have covered this issue. They are just trying to push me off and not honor their business or their word. All I want is for this to be made right like it should be. I think it is called fraud when a business says Theyll do something you paid for and not honor it.

  Customer Answer

  Date: 03/15/2025

  This is ****** ******* I have not heard back from the warranty company whatsoever and they are still not honoring their warranty. I have spoke with legal representation and they are ready to move forward on this matter if they do not respond or honor their warranty within the next week. 

  Business Response

  Date: 03/24/2025

  Mr. ******
  
  Unfortunately, the contract you purchased is a stated
  component contract.  As such the only
  components eligible for coverage (contract attached) are those listed in
  Section 3 – Plan Coverage.  In reviewing
  your claim, contracted an independent third party inspection with *** *********** ******** ** ******** [inspection also attached] and the determined
  failure was: “timing
  chain guide failed, damaging primary timing chain, which eventually failed. The
  right cylinder head is worn at the camshaft mounting area”  On your contract, the timing chain guide is
  not a covered component and neither is the head.  This claim was denied due to non-covered
  components being the proximate cause of failure.
  
  Thank
  you
  

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The inspection that I received and reviewed states that the chain broke causing the roller guard to brake. It is very sad that I paid all of this money for a warranty and you do not stand by your word and try to write me off like I’m an idiot. I have a lawyer on this matter as we speak and will be subpoena the actual report from **** who completed the inspection. I’ve already talked with both **** and the team at ******** and also multiple other warranty companies that would have honored this. You are just as crooked as the dealership the warranty purchase came from. No integrity whatsoever. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  Type:Order 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.

  My car repair shop put a claim in feb 19th. My car has 5k worth of work that needs to be done. Someone was supposed to come out from integrity and look at my vehicle to approve what can be fixed. 2 days later feb 21 no one had called or came out. I had to call to warranty place myself and ask wtf is going on. They guy i spoke to said he didnt know. So i asked could he find out and he stated the warranty people where on the phone at the moment wih my shop. Intergrity dropped the ball on sending someone out so INSTEAD we sent them the link to look at everything. They then only approve 950 AFTER i was told TURBOCHARGE was covered! NOW theybare saying its not. CALLS ARE RECORDED SO THATS ON RECORD!!!!!!!!!!!!! Now my car will sit until monday because they have to wait for parts. I called intergrity back AGAIN and was told i cant get a rental because only 3 hours were approved. This is RIDICULOUS! 1st i was lied to by a agent sayin my issue was covered! Now my issue isnt covered and im out a car for almost A WEEK! And now i cant get a rental for 2 days? After all i pay and the lies an ball dropping im going thru with your team? Again CALLS ARE RECORDED so if i take this court i have proof of what i was told!!! I would like my turbocharge fixed and rental car REINBUSTMENT that i now have to pay for ontop on turbocharge repairs that i was told was covered!

  Business Response

  Date: 03/11/2025

  Upon review of this claim, it appears that Integrity
  Warranty authorized all of the components eligible for coverage on this
  contract.  This customer has an Integrity
  Silver Service Contract, which is a Stated Component coverage contract.  That means that only the components
  specifically listed within Section 3 – Plan Coverage are eligible for
  coverage.  For this particular mechanical
  failure, the thermostat, turbo lines, CV Axles, and control arms were the
  components determined to have failed by the repair facility that the customer
  chose to take their car.  Of those
  failures, only the control arms are listed as a covered component and those were
  indeed covered under this claim.  The
  thermostat is not listed as eligible for coverage, and while the turbocharger
  IS listed as eligible for coverage, the repair shop determined that there was
  no failure to the turbocharger, but rather the failure was to the turbo line
  hose, which is not eligible for coverage. 
  While the CV Axle/Joints are listed as eligible for coverage, the
  contract also stipulates that it is NOT eligible if the boot is damaged or
  missing, which in this case it was.  Lastly,
  we did not send an inspector on this claim, but rather relied on the diagnosis
  from the customer’s repair shop. 
  Essentially as soon as we were informed of what components had failed by
  the repair shop, we approved those components which were eligible and denied
  coverage for those which were ineligible. 
  
  Thank you

  Customer Answer

  Date: 03/15/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:02/10/2025

  Type:Order 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 Integrity Warranty Gold Plan for my 2017 Range Rover Sport from ******* **** ***** on 9/5/2020 (dealership now out of business). I paid extra for AWD/4WD coverage, yet my claim for the air suspension compressor, a key AWD system component, was denied under Section 3, citing a “ride height” exclusion. This contradicts the warranty’s purpose, as AWD functionality is impacted by air suspension.
  
  Additionally, two years ago, my front control arms were covered with OEM parts, but now, as my warranty nears expiration, I am being forced to use aftermarket parts under Section 7. This raises concerns about inconsistent claim handling and selective approvals.
  
  When I questioned my claim, the representative suggested taking my vehicle to another shop. However, I am traveling for work in Omaha, NE, and the dealership is the only repair facility that offers a loaner car while my vehicle undergoes necessary repairs. Integrity Warranty’s refusal to acknowledge my situation is concerning.
  
  During the call, I also experienced clear gender bias. The representative spoke down to me but changed his tone to respectful and professional when addressing my husband. This is unacceptable customer service.
  
  Integrity Warranty’s Business Practices Raise Red Flags:
  ? Excessive Exclusions: Denying critical AWD-related repairs despite an AWD surcharge.
  ? Inconsistent Coverage: OEM parts were covered before, but now aftermarket is required.
  ? Refusal to Provide Written Denials: Integrity Warranty only provides verbal denials, making disputes impossible.
  
  Desired Resolution:
  1. Reconsider my air suspension compressor claim & provide a written explanation citing exact contract terms.
  2. Clarify what AWD/4WD surcharge actually covers.
  3. Allow OEM parts for my front control arms, as previously covered.
  4. Improve customer service to prevent biased treatment of female customers.
  
  Luxury vehicle buyers should avoid this warranty, as they exploit loopholes to avoid high-cost claims.

  Business Response

  Date: 02/13/2025

  ******
  
  We will use this exchange as an opportunity to provide
  clarity to your questions and concerns.
  We pulled a copy of the voice recording you had with the
  adjustor in our office and found no grounds for anything that resembled gender
  bias.
  Upon looking at your account history, I do see where we have
  previously paid 2 claims on your contract for components eligible for
  coverage.  Within your contract
  (attached) Section 3 – Plan Coverage states the components that are
  specifically excluded from coverage. 
  Amongst those listed excluded components are “shocks, struts, and any
  ride/height system components.”  As such
  the failure to your air suspension system being a ride/height system component
  would not be eligible for coverage.  Additionally,
  you asked for clarification on what the AWD/4WD surcharge covers.  That surcharge does not extend coverage to any
  additional components or systems, but rather is a surcharge that when checked
  makes a vehicle that is AWD/4WD equipped eligible for the coverage within the
  contract.  In other words without that
  being checked, this vehicle would not be eligible for coverage at all; but yes,
  since that was checked and paid for, this vehicle was eligible for coverage but
  only for covered components and not for excluded components.  Finally Section 7 – Breakdown Procedures
  clearly states that “We reserve the right to use parts in OEM, remanufactured,
  or parts of like kind and quality.”  If
  we provide the part during the repair process, however, we also do warranty
  those parts for a minimum period of 12 months or 12,000 miles.

  Integrity Claims

  
  

  Customer Answer

  Date: 02/13/2025

  
  
  Complaint:********
  
  I appreciate Integrity Warranty’s response, but I remain deeply dissatisfied with their lack of transparency, misleading surcharge explanation, and selective claim approvals.
  
   1. Gender Bias in Customer Service:
  Integrity Warranty claims they reviewed the call and found no issues. However, my husband and I were on the call together, and there was a clear shift in tone when he spoke versus when I asked questions. While I understand they will not admit fault, this does not change the fact that my experience was dismissive and condescending.
  
  2. Misleading AWD/4WD Surcharge Explanation:
  Integrity Warranty now states that the AWD/4WD surcharge does not actually add coverage for AWD-related components, but rather just makes the vehicle “eligible” for warranty coverage.
  ~ If this was clearly disclosed at the time of purchase, I would have reconsidered buying the policy.
  ~The way the surcharge was presented and charged was misleading to the customer.
  ~Most customers would reasonably assume that paying extra for AWD coverage means additional AWD components are covered.

  3. Air Suspension Denial  Bad Faith Interpretation of Contract Exclusions:
  They cited Section 3 Plan Coverage Exclusions to deny my air suspension compressor claim under the “ride height” exclusion.
  - However, my vehicle’s air suspension is directly tied to the AWD system it is not just for ride height, but actively adjusts clearance and traction based on driving conditions.
  - By broadly classifying all air suspension parts as non-covered, Integrity Warranty is denying a claim on a critical AWD component that directly impacts vehicle performance.
  - If AWD components like the transfer case are covered, why is a system that directly interacts with it excluded?
  
  4. Forcing Aftermarket Parts

  Changing Policies as the Warranty Nears Expiration:

  Integrity Warranty is now requiring me to use aftermarket parts, citing Section 7. However, this same policy covered OEM control arms in the past, which raises concerns about:
  
  Inconsistent claim handling :
  

  Why were OEM parts approved before, but now I am forced into aftermarket?
   End-of-warranty cost-cutting?  Are claims being handled differently now that my warranty is closer to expiring?
  
  
  ***Final Concerns & Why This Response is Not Satisfactory:

  ** Integrity Warranty’s exclusions and surcharge structure are misleading.
  ** Their handling of my claim suggests that they deny high-cost repairs while approving lower-cost ones.
  ** Their refusal to acknowledge selective claim handling raises concerns about bad faith business practices.
  ** Luxury vehicle owners should be aware that this policy is NOT designed to cover high-cost systems.
  
  
  Requested Next Steps:
  1. BBB should investigate whether Integrity Warranty’s AWD surcharge is misleading to consumers.
  2. Integrity Warranty should provide clear documentation of how AWD/4WD surcharges are disclosed to customers at the time of sale.
  3. Integrity Warranty should address inconsistent claim handling for OEM vs. aftermarket parts.

  4. Why wouldn’t they submit written denial of my compressor? I requested either through email to me or written denial to **** ***** *****, who are phenomenal by the way; ***** simply stated they don’t submit denial of coverage in writing. Not having anything in writing is also questionable business practice. I have read other complaints of people with integrity warranties and they received written denials. I guess it just depends on who takes your claim and what mood they are in that day as to wether they will cut costs for them or actually do the right thing and make their customers feel as though they have no worries and can have peace of mind knowing their extended warranty company is going to take care of them and get them back on the road.

  Final Statement:
  I stand by my experience, and I urge luxury vehicle owners to avoid Integrity Warranty if they expect meaningful coverage for high-cost repairs. The way claims are handled suggests an effort to minimize payouts rather than provide the peace of mind they market to customers.
  
  Sincerely,
  

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

  Business Response

  Date: 02/27/2025

  Nowhere does the customers contract state that the surcharge for AWD/4WD add additional coverage to any additional components.  The surcharge is mandatory predicated upon the VIN decoding the vehicle as an AWD or 4WD vehicle and is automatically added to the contract purchase price in order to make the vehicle eligible for coverage.  This is a universal provision amongst virtually all vehicle service contract companies.  Integrity Warranty is not a retail organization and as such cannot speak to the presentation of the contract during the sales process as that transaction was done between the selling dealer and the customer.  Section 3 specifically excludes the failed component in question.  This has already been discussed on the thread at length.  Next, Aftermarket parts are not "forced" on customers, but Integrity Warranty does reserve the right to use them in the claims process.  Sometimes that is determined to be necessary and sometimes not.  Every claim is different, but all parts whether supplied by us or the dealer are guaranteed by a parts and labor warranty. 

  Thank you and have a nice day

  INW

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response

  I appreciate Integrity Warranty’s response; however, I maintain my position that their handling of my claim was misleading, dismissive, and structured to avoid accountability. From my initial conversation with the adjuster, it was evident that Integrity Warranty had already made up their mind on the denial of my air suspension compressor and had no intention of reconsidering. There was no effort to discuss alternatives, share responsibility, or acknowledge the perspective of a paying customer. Instead, the company’s approach was rigid, focused on contract loopholes rather than customer service, and unwilling to see the issue from the perspective of the individual who purchased the warranty in good faith.
  
  
  Integrity Warranty’s Misleading Marketing
  
  Integrity Warranty markets itself with statements such as:
  “When you’re selling a pre-owned car, the main selling point is confidence. You assure the customer that, if the car breaks down, the repair is covered. We provide that assurance.”
  
  This statement does not align with my experience. Rather than providing “assurance,” the contract is structured with so many exclusions that when a major repair is needed, there is always a way to deny it. The AWD/4WD surcharge creates the perception of enhanced coverage, but in reality, it simply makes the vehicle “eligible” for warranty consideration—with no additional components actually covered. This distinction was not made clear at the time of sale.
  

  One of the most significant exclusions in their contract states that “any ride/height system component (air or hydraulic)” is not covered. This means that buyers of vehicles equipped with air or hydraulic suspension—many of which are marketed as off-road, performance, or luxury vehicles—should be aware that their warranty will not cover a major system that directly impacts ride quality and, in some cases, drivetrain performance.

  Despite air suspension being a well-known feature in these vehicles, buyers are only given a brochure at the time of purchase rather than the full contract. The brochure creates the impression of comprehensive coverage while the actual contract is filled with exclusions that make meaningful coverage difficult. This raises concerns about whether dealerships are being properly trained by Integrity Warranty to disclose these exclusions upfront.

  Examples of vehicles that Integrity Warranty excludes from coverage include:
  Vehicles with Air or Hydraulic Suspension Ride-Height Systems:
  
  Luxury Sedans & SUVs (Air Suspension)
  •Mercedes-Benz S-Class, GLE, GLS, G-Class (AIRMATIC & E-Active Body Control)
  •Audi A6, A8, Q7, Q8 (Adaptive Air Suspension)
  •BMW 7 Series, X5, X7 (Adaptive Air Suspension)
  •Porsche Panamera, Cayenne, Macan (Adaptive Air Suspension)
  •Tesla Model S, Model X (Smart Adaptive Air Suspension)
  •Lexus LS, LX, GX (Adaptive Variable Air Suspension)
  •Land Rover Range Rover, Range Rover Sport, Defender (Electronic Air Suspension)
  
  Performance & Exotic Cars (Air or Hydraulic Lift Systems)
  •Lamborghini Huracán, Aventador (Front Axle Lift System – Hydraulic)
  •Ferrari 488, F8 Tributo, Roma, SF90 (Hydraulic Lift System)
  •McLaren 720S, P1, 765LT (Hydraulic Proactive Chassis Control)
  •Porsche 911 Turbo, 911 GT3 (Front Axle Lift – Hydraulic)
  •Bugatti Chiron, Veyron (Hydraulic Ride-Height System)
  
  Off-Road Vehicles (Air or Hydraulic Suspension)
  •Jeep Grand Cherokee (Quadra-Lift Air Suspension)
  •Ram 1500, 2500 (Active-Level Four-Corner Air Suspension)
  •Ford Expedition (Continuous Control Suspension with Air Ride)
  •Chevrolet Tahoe, Suburban (Air Ride Adaptive Suspension)
  •Toyota Land Cruiser, 4Runner TRD Pro (Kinetic Dynamic Suspension)
  •Lexus LX, GX (Active Height Control with Hydraulic or Air Suspension)
  
  Trucks & Commercial Vehicles (Air Suspension)
  •Ram 1500, 2500, 3500 (Active-Level Four-Corner Air Suspension)
  •Ford F-150 (Adaptive Ride Control with Optional Air Suspension)
  •Chevy Silverado High Country (Air Ride Suspension)
  •GMC Sierra 1500 Denali (Adaptive Ride Control)
  These vehicles utilize air or hydraulic ride-height systems for improved comfort, off-road capability, towing stability, or performance advantages.
  
  Furthermore, the brochure provided at the time of purchase was intentionally vague and misleading. One of the most noticeable phrases was “too many to list,” as if there were so many potential failures that buyers didn’t need to worry, because Integrity Warranty had them covered. This wording instilled a sense of confidence in my purchase, leading me to select the Gold Exclusionary package—which was the highest tier and seemingly the best fit for a luxury vehicle like mine. However, the actual claims process painted a very different picture, one where INW was more concerned with avoiding payouts than delivering the coverage they market.
  
  
  Integrity Warranty’s “Hands-Off” Business Model
  
  Integrity Warranty states that it cannot control how the warranty is presented because they are not a retail company. However, they create the contract and set the terms, meaning they bear responsibility for ensuring their dealership partners properly disclose what is and is not covered. Their “hands-off” business model allows them to avoid accountability, shifting the burden onto dealerships and leaving customers to discover major exclusions only after a claim, or part of a claim, is denied.
  
  Integrity Warranty is entirely within its rights as a business to define its coverage limitations. However, when a company allows dealerships to sell warranties without requiring full disclosure of critical exclusions, it creates a gray area in accountability. A gray area created by Integrity Warranty that they don’t want to own.  A warranty is only as good as its transparency at the time of sale.
  

  
  If they truly believed in transparency, they would ensure that dealerships are fully educated and are educating customers on contract exclusions and coverage limitations before purchase. Instead, the burden falls on the buyer—after the sale is completed—to navigate an overly complicated contract filled with exclusions that were never clearly explained upfront.
  
  
  Request for BBB Investigation
  I respectfully request that the BBB review Integrity Warranty’s business practices, specifically regarding how their coverage limitations and surcharges are disclosed at the time of sale. This includes reviewing whether dealership partners are properly informing consumers about what is and is not covered.

  Final Consumer Warning
  Consumers considering an Integrity Warranty, particularly those purchasing a vehicle with air or hydraulic suspension, should carefully review contract exclusions before purchase.

  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/04/2024

  Type:Order 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 ****** ***** ****** on 10/02/2023 and paid for the Gold warranty. On 11/1/2023 I received a letter stating the contract was never made valid due to not being funded by the dealership. At that time I made several calls to the dealership and Integrity until I was assured by Integrity that payment was received and policy was active. Now 11/26/24 I’m being told by my repair company that my policy was canceled. When I called Integrity I was unapologetically informed that in March of 2024 the policy was canceled due to the bank canceling the funds and that the dealership is closed due to bankruptcy. I was never informed of this at the time but the representative stated there was nothing I could have done then anyway. I questioned why they would allow a dealership to sell product on their behalf without backing those sales and why they now accept no responsibility for the fact that I paid $2880 for a policy I did not receive despite much effort on my part to ensure the payment was made. At that point I was given several justifications of why they do business that way being wholesale etc. so the dealers presell the warranty and buy them in bulk. I would never have purchased a policy at the time if I had know it wasn’t made active/confirmed on that day. The representative showed no empathy that I was just being informed I had been robbed of $2800. She suggested I try my lender, which I cannot do because the car is fully paid off. I was told there was no one else I could speak to and that they would take no responsibility.
  As the dealership is now out of business and filing for bankruptcy there is not much that can be done other then file with the attorney general. It is a terrible business practice to allow a third party to sell your products for you and not back up those sales especially when we are spending thousands. It should be illegal. Integrity indeed.

  Business Response

  Date: 12/06/2024

  Dear *******

   

  Integrity Warranty LLC never received any funding for the policy in question and therefor your vehicle never had coverage.  There was a point in which the dealer attempted to fund the contract, however that payment was reversed due to ***.  That being said despite Integrity never receiving any funding for your contract we have decided to issue a refund for your policy to make you whole on the transaction. 

  Sincerely

  Integrity Warranty 

• Initial Complaint

  Date:12/02/2024

  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.

  In October 2024 my vehicle's check engine light started to come on.
  After taking it to the dealership for a diagnosis, they told me that the issue was the water pump and some gaskets that needed to be replaced. I went over the coverage from Integrity and discovered that all these issues should be covered in my policy.
  Integrity then proceeded to send "an inspector" to confirm these issues.
  After this inspection, they let the dealership know that the next step would be to tear the engine down to failure to find the root cause of the problem at OWNERS EXPENSE.
  Now I not only owe $1250 from the diagnosis but I am expected to pay for what they refuse to fix.
  I demand a refund of what I've already paid and, if they refuse to repair what's included in the policy, I also demand the refund of $2500 of what was paid for the policy because they are not fulfilling their side of the agreement.

  Business Response

  Date: 12/04/2024

  Upon review of this contract (attached).  It appears that you purchased a 24 month
  BASIC contract for a retail price of $2108.00. It should also be noted that
  your claim has not been denied. 
  Disassembly is required to complete the repair and is needed for us to
  determine the component that failed to make sure that is eligible for coverage
  under this contract.  Should this be a
  covered repair, we would underwrite and approve the claim and disassembly costs
  up to the limit of liability on your contract.