Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/12/2024
Type:Service or Repair IssuesStatus: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 December of 2023 I purchased a 2024 *** M3 from Momentum *** in ******* **. With that purchase I also purchased a Complete Theft Warranty issued by ** American Warranty/Dealer Assurance (related companies)In May of 2024 this vehicle was stolen. I filed claims with my primary insurance company (State Farm), the **************** ***************** and this policy. State Farm and the ***** investigated and determined that the vehicle was stolen. State Farm paid the claim less the $7,500 that was covered by the Complete Theft Warranty.The ************************** denied the claim on September 6, 2024. I am left with no recourse except to pursue this matter publicly and in this forum. I seek to have this warranty pay the claim per the contract attached.Business Response
Date: 09/16/2024
The complaint has been directed to the incorrect company.Dealers Assurance Company insurers the obligations of the warrantor, but performs no administrative functions, including claims adjudication for the warranty. The complaint should have been directed to the administrator of the warranty so they may address Mr. ********** concerns.
However, Dealers Assurance reached out to the administrator,iA American Warranty, LP (IAWLP) (f/k/a ****************************** LP), and they reported the consumer also filed a BBB Complaint against them. The administrator advised they had reached out to the consumer directly and the issue referenced in the complaint has been resolved.
If Mr. ********* has additional questions or concerns; he will need to reach out to the administrator directly at **************.
Initial Complaint
Date:03/07/2024
Type:Product IssuesStatus: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 August 10th, 2023 I paid $1823.00 for warranty protection on the vehicle I purchased. I am seeking reimbursement for the cost of the warranty plus the cost of repairs($440.76) that I just paid out of pocket. The warranty is supposed to be good for ***** or 12 months. I am with in the warranty requirements. The mechanic said they refused to pay for the repairs and would not pay taxes on repairs had they been approved. The warranty is supposed to cover the type of repair made and also they would pay taxes according to what the state required. I want a full reimbursement of $2,263.76, because Dealer's Assurance Company has not kept their end of thecontract.Business Response
Date: 03/08/2024
The complaint has been directed to the incorrect company. Dealers Assurance Company insurers the obligations of multiple service contract providers,but performs no administrative functions, including claims adjudication for *************** vehicle service contract. The complaint should be redirected to the administrator of the vehicle service contract so they may address **************** concerns.Initial Complaint
Date:08/14/2023
Type:Service or Repair IssuesStatus: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 have already started a complaint with the dealership and now the warranty company and second time in it's correct state. Used 2015 Range Rover purchased Jan 9 *************************************** ************ Jan 18, 2023 79K miles then again a couple months after and again in June and now the truck sits at the repair shop with a new issue. Two different repair shops says we need to replace the wire harness, which has a repair fee of $13,000. We have already spent around $5600.00 to get it up and running. The warranty company has covered nothing at all. And they will not help with this repair. The techs say it is water damage. We keep the truck in a garage up until it's been sitting outside the repair shop for almost 30 days now. We don't have $13,000 for a repair we did not know about or cause. Please assist We do have the shop video text footage from the shop they sent us. We have Documents and or you could call ******************* in ******** ******** where the truck is now and has been waiting to be repaired.Business Response
Date: 08/14/2023
Please see the highlighted portions in the attached contract (page 5, Section 8). The entity obligated to perform under the terms of the contract and with whom the contract holder filed their claim is ************************. The BBB complaint should be moved to the correct BBB account (CARS) so they may review and provide a response.Customer Answer
Date: 08/14/2023
I have reviewed the business response and accept this resolution. I did not see there was another another name. So confusing. The contract says Liberty Shield, then I see the contract application has the Assurance ***** address, I missed the first line the seek section 8.
Initial Complaint
Date:03/29/2023
Type:Service or Repair IssuesStatus: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 8/12/22, my mother, now deceased, purchased a sofa, which I, her daughter, completed payment for. The sofa was purchased at ******************************. An accidental stain damage plan was purchased for the amount of $127. This was to cover any accidental stains on the sofa. On 3/14/23 my cat vomited on the sofa, and on that same day, I filed a claim. I received an email that a representative would contact me within ***** hrs. As of this writing, I have had no response. I have made 4 or so phone calls to them to check on the status, and still to no resolve. At this point, if they are not going to make good on the contract they made, I want my money back for the contract in full.Business Response
Date: 03/30/2023
Dealers Assurance Company underwrites multiple service contract providers but does not perform the administrative functions related to service contract nor are we the provider/obligor or administrator of such contracts issued. If you can provide a copy of the service contract we can assist with identifying the service contract Provider/Obligor and Administrator so the complaint may be moved to the correct company account for response.Customer Answer
Date: 03/30/2023
ContractCustomer Answer
Date: 03/30/2023
Contract attachedBusiness Response
Date: 04/04/2023
The service contract provider/administrator for the service contract is Service Contract Specialists, Inc. A response to the complaint should be directed to Service Contract Specialists, Inc. I have also forwarded the information to the provider/administrator and requested they contact the contract holder for resolution.Customer Answer
Date: 04/04/2023
I am rejecting this response because: see attached for copies of contractsBusiness Response
Date: 04/04/2023
The service contract provider/administrator for the service contract is Service Contract Specialists, Inc. A response to the complaint should be directed to Service Contract Specialists, Inc. I have also forwarded the information to the provider/administrator and requested they contact the contract holder for resolution.Initial Complaint
Date:01/01/2023
Type:Service or Repair IssuesStatus: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.
12/16/22-current
Company is refusing to pay to replace air springs as outlined in tier 2 service agreement with subsidiary Liberty Shield.
Was told at first everything was approved 12/16/22. (ABS module and air spring replacement). Then were told the inspector that was sent did not see issue with suspension system(Mercedes gl450 is all but sitting directly on tires.) was told by multiple reps and a supervisor send video of the failure. We sent two videos of car being raised and lowered where u see the spring broken, but was told they need a video showing the air leak coming from the springs. We are getting run of the mill from Liberty Shield as it's a different answer every communication whether I call or my spouse calls. We were even told we would have to pay for another inspector to go visit the repair shop. The first inspector never inspected the actual suspension system and when we asked why not no one can answer that. We just want them to take care of the repair we wouldn't have issued a claim if the contract did not state it's covered. It's been several weeks and we are down to one vehicle because they will not approve and we both work while having 5 children.Business Response
Date: 03/22/2023
Business Response /* (1000, 5, 2023/01/04) */
Dealers Assurance Company underwrites multiple service contract providers but does not perform the administrative functions related to service contract nor are we the provider/obligor or administrator of such contracts issued in GA.
If you can provide a copy of the service contract we can assist with identifying the service contract Provider/Obligor and Administrator so the complaint may be moved to the correct company account for response.
Consumer Response /* (3000, 7, 2023/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do apologize if this causes you extra time or paperwork, but your company is whom is listed in the fine print of the Libertshield service contract. I will attach the full contract for you to delegate what needs to be done to move forward.
Business Response /* (4000, 9, 2023/01/09) */
Thank you for providing a copy of your service contract. The Administrator/Obligor with whom you filed your claim an********************************************************************************************************************************************************************
Consumer Response /* (2000, 11, 2023/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you we will direct towards them.Initial Complaint
Date:11/22/2022
Type:Service or Repair IssuesStatus: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 July 2022 my car was taken into the mechanic after I immediately pulled over once the engine started smoking.
We paid Liberty shield for a $5000 dollar warranty that covered the damage. They however continued to request more and more proof, even requiring the mechanic to fully take apart the entire car, to a bill racking up to $20,000. (What would have only been $4000.
They are now refusing to cover any repairs and we have been left without a car for over 5 months and now have a $20,000 bill.
This is covered in our warranty and the mechanic has notified us of unethical practice on their part.Business Response
Date: 02/23/2023
Business Response /* (1000, 5, 2022/11/23) */
Dealers Assurance Company insures the obligations of multiple service contract providers. If you can provide a copy of the service contract, we can assist with identifying the provider/administrator of Ms. ******'s service contract so the complaint may be directed to the correct entity with whom the claim was filed.
Consumer Response /* (3000, 7, 2022/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are uploading the service contract now. Please act quickly so we can get this resolved asap.
Business Response /* (4000, 9, 2022/12/01) */
Please see the highlighted portions in the attached contract. The entity obligated to perform under the terms of the contract and with whom the contract holder filed their claim is CARS Protection Plus Inc. The BBB complaint should be moved to the correct BBB account (CARS) so they may review and provide a response.
Dealers Assurance Company is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.