ComplaintsforRoadVantage

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When a person purchases gap insurance on a new vehicle, they expect the gap company to follow through and cover a loan in the instance of a wreck or stolen vehicle. However, this was not the case for me. Our van was totaled in an accident and we struggled with only one vehicle for over 6 weeks. I jumped through their many hoops, while still making payments to my loan, for them to turn around and not help me. I've spoken with many dealerships and they're all disgusted by the service I received. Yes, I made late payments. However, my loan payment was PAID every month. I did not expect them to pay the entire remaining amount, but they didn't even pay $1. Roadvantage claimed our insurance company paid more than what our loan SHOULD HAVE BEEN AT. Roadvantage claimed that due to late payments (that we always paid) our remaining loan amount was higher than it should have been. This makes zero sense being that I always paid my minimum payment. Roadvantage screwed my wife and I over. ************* is supposed to protect the loan owner. However, Roadvantage did the exact opposite. We're now stuck with a loan for a vehicle we no longer have. All consumers should know about this and be informed.

  

  Business response

  03/22/2024

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

  We understand and regret your circumstance. However, some of your payments were late or skipped, reducing the amount that would have been applied to reduce the outstanding balance. GAP is not designed to cover skipped or late payments. Please see the language on page one of your GAP Waiver Addendum:

  ANY FAILURE TO MAKE TIMELY PAYMENT UNDER THE ***** OF YOUR FINANCIAL AGREEMENT MAY TERMINATE THIS GAP WAIVER.

  Please also refer to this contract language on page 2:

  Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss, as represented by the portion of Your unpaid balance according to the original payment schedule. This amount shall not include any and all unearned and/or future interest charges, finance charges, late charges, Delinquent Payments, deferred payments, etc.

  We are denying this claim based on the above contract language. Please let us know if you need any other information.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wifes 2020 Range Rover she just bought a year ago from a non Range ********* dealer with the elite package through roadvantage blew a head gasket literally 250 miles after the full coverage factory warranty. So we got the car towed to the Land Rover dealer and filed a claim with road vantage after reading the contract 100 times I was ensuring my wife it will be covered as gaskets and seals are covered parts . The dealer diagnosed the car as having a blown head gasket as the FIRST point of failure and the heads had warped from over heating in conjunction with the blown head gasket. After 4 months of going back and forth with them and 3 adjusters. They denied the claim due to exceeding the manufacturers coolant temp, over heating, warped parts, and missing parts because the over flow cap blew off due too excessive pressure in the cooling system. Now in the contract it states if a non covered part gets damaged or breaks due to the failure of a covered part the non covered part becomes covered. Well After the dealer tried telling them ************** that the head gasket was the first point of failure and again everything else was in conjunction and happened after the fact they continued to completely ignore the facts the dealer was trying to say and deny the claim for damages that happened after the fact of the head gasket. They wouldnt return calls or emails from the dealer once they sent the denial letter and the dealers exact words were roadvantage is a scam and didnt understand why they were denying the claim even after reading the entire contract himself. So now my wife has to pay $24,000 dollars after just spending a lot for this car. We are pursuing all avenues to make this legitimate claim right by doing whatever it takes and having too lawyer up. We are hoping the BBB can help us and other innocent victims get justice and put an end to their nonsense lies about the truth and approve claims that are legitimate.

  

  Business response

  03/12/2024

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

  We understand and regret your misfortune regarding claim C000438637. However, upon review by three mechanical inspectors, the vehicle shows overheating beyond the manufacturer's recommended operating temperature, resulting in the warpage of both the engine block and head. All three inspections confirmed that the issue was indeed caused by overheating conditions.  Warpage seen on engine block deck surface is consistent with an overheat condition.. Please see the WHAT IS NOT COVERED section on page 4 of your contract:

  2. This Contract excludes the following conditions:
  a. Any Failure resulting from damage caused to a Covered Part by impact or any other external force known or unknown, collision, bent or twisted parts, fire, terrorism, theft, vandalism, riot, explosion, restricted oil passages, rust or corrosion, salt, environmental damage, contamination, oxidation, carbon, sludge, varnish, damage caused when the engine exceeds the manufacturers maximum recommended operating temperature (as indicated by gauges, warning lights or audible warning sounds, warped or melted parts), lack of proper quality or quantity of fluids or lubricants, and acts of nature including but not limited to: lightning, earthquake, flood, windstorm, volcanic eruption, and freezing.
  
  
  We are denying this claim based on the above contract language. Please let us know if you need any other information.

  Customer response

  03/12/2024

  Complaint: 21396790
  
  I am rejecting this response because:

  the engine didnt over heat first as discovered by the landrover dealership.the happened after the head gasket failed and coolant leaking out through the engine causing an over heat issue which was not displayed on the gauges nor was there any codes in conjunction with the failure of the head gasket so there was no way to know this failure has happened  until we got home .and the low coolant light came on. Which then got immediately towed to dealer. Also the tow truck driver that road vantage sent out to pick up the car insisted on starting the car to drive it up on the truck. How do we know this didnt play a part of damaging the engine beyond repairs which when asked to the supervisor ******** regarding this she just stated that oh its a third party tow company they dont have anything to do with it  The reason there were so many adjusters  out to look at the car because the dealer had called additional adjusters out after the first denial because they knew roadvantage was wrong for denying the claim and requested another adjuster out to again tell them what the first point of failure was (head gasket)  which still seems to be the issue here.gaskets and seals are covered parts and what happened after the head gasket failed isnt negligence nor was there anything we could have done. The car was not driving while the car was hot. The readings on the gauges never exceeded normal temps as my wife knows to immediately pull over and s*** it down. That wasnt the case here. Id really like for the bbb to speak with *********************** at the ******************* dealer who is the main supervisor overseeing the car in all aspects. He can provide the legitimate explanation of the issue with the vehicle. 

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

  

  Business response

  03/22/2024

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

  We do understand your issue is unfortunate, however, we must stand by our original denial based on the referenced contract language. If you believe a third party towing company has fault in this situation, its best to contact them directly.

  Customer response

  03/29/2024

  Complaint: 21396790
  
  I am rejecting this response. Roadvantage needs to step up and take responsibility for something here. How can you say I need to reach out to the tow company when you guys sent the tow truck??? I dont even know who the company is first of all as I didnt think Id need to know. Figured  if there was a problem Id call the company who sent them. 
  

  Im done arguing beating a dead horse here this is ridiculous. bottom line here is 
  The head gasket of my car was the first point of failure in this case and everything else was in conjunction and out of my control from preventing. 
  

  per the contract under the engine section 

  Engine: All internal parts that require lubrication to function, cylinder block, rotor housings, cylinder heads, intake manifolds, exhaust manifolds without internal catalytic converter, water pump, vacuum pump, harmonic balancer and its bolt and pulley, valve covers and timing cover, oil pan, timing belt and tensioner, timing chain and gears; oil pump, cover, gears, pressure relief valve, pickup and screen; internal fasteners, engine mounts, flywhel, flex plate, ring gear, turbo/supercharger and wastegate, intercooler, EGR valve, seals and gaskets for these listed

  seals and gaskets are covered so Im not sure what the issue is here . The dealer is telling you guys this gasket failed first . 
  
  Regards,
  
  ***************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wheel taken to the dealership for replacement on February 7th. Today is February 28th (3 weeks) Dealership has now sent 5 emails to have this issue resolved. In-between emails roadvantage is claiming they received the emails, however after calling back they say they lost or never received them. I have had to put too many miles on a spare tire.

  

  Business response

  02/29/2024

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

  We understand and sincerely regret the delays in your claim. We understand our claims department has been in contact and we have approved your claim.

  We hope you find this resolution satisfactory. Please feel free to call ************ and speak to a claims supervisor if you have any further questions.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the interior exterior plan October 2023. I have attempted to redeem this protection, no one wants to take it, After a service complaint I finally found a vendor and they denied, Audi ******** giving them a difficult time, they have refused to refund my money. Due to a cancellation policy, they also come up with a scripted response regarding find your own service provider, This is a wasted product that they tell you is nonnegotiable when purchasing a. vehicle at Audi South. I am requesting a refund under the circumstances this is a forced item upon consumers in which no way to redeem. I have alerted the dealer on numerous occasions an and emailed and called this company with no resolution.

  

  Business response

  01/29/2024

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

  We understand and regret your difficulties. Upon review of your situation, we are cancelling your coverage as you requested.

  We regret your inconvenience and hope you find this resolution satisfactory. Please feel free to call ************ and speak to a claims supervisor if you have any further questions.

  Customer response

  01/30/2024

  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought coverage for any unforeseen damage on a brand new audi S5 on Oct 23rd 2023. Yes, only had about a week and scrapped the rim. Per Audi and roadvantage its covered. Called opened the claim, sent pics of the rim rash. Ive waisted hours of my time going round and round with this company. Never in my life have an issue with ****** What a joke. Paid good money for this coverage and no one calls you back. I understand theres no tech in my area for cosmetic. But dont tell me on the phone youll send a new rim to the local tire place and not call me back or tell me you have a mobile tech that comes to your home or work. This company lies and tells you what you want to hear. Im over an hour away from the dealership. *** explained I can come after work and if I can be the last appt when this so called tech is there on Thursdays. Nope, no call. No nothing!

  

  Business response

  11/01/2023

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

  We apologize for your inconvenience. We see that you do have coverage and we want to work with you to satisfy your claim. We appreciate your patience, and we will reach out to you as soon as possible to help.

  Thank you for your understanding in this matter.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2022, I bought a 2016 XC60 ***** in ******* with 95k miles. *** Road Vantage warranty was for 12k miles or 1 year. I took the ***** to a dealership in ************ ** for the an oil change and then I went on a road trip. During that road trip, I noticed that the oil consumption was above average. I went to the ***** dealership and they called Road Vantage, at first they requested an oil consumption test, which proved positive, which they paid. I drove my vehicle home and then they requested a borescope, which they told the dealer they would pay and told the dealer that I should not drive the vehicle, so I had it towed back to the dealership at their request and my vehicle was undrivable for 5 months until the dealership could get it repaired . When I filled the claim for the 120.00-dollar tow and the borescope for ****** , they refused to pay and refused to send me a denial letter. *** service claims examiner, TC was rude and condescending. I was charged for ****** and an additional ****** for charges they stated they would not cover under the policy. (A timing belt and labor). In March 2023, I had the oil consumption, the borescope was in April 2023, the car was not repaired until September 5, 2023.

  

  Business response

  10/10/2023

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

  We understand and regret your difficulties. Your initial diagnostic fee of $421.60 was covered and reimbursed to you. By continually removing the vehicle from the shop and adding oil each time, however, we required further diagnostics which are not covered under your contract. You were informed that continued vehicle operation could lead to further damage that would not be covered. We also stated that no additional diagnostics would be covered per the WHAT IS NOT COVERED section of the ************************************ Warranty does not provide coverage for the following:
  7. Any Failure caused by misuse, abuse, negligence, after the Vehicle Sale Date, or failure to protect Your Vehicle from further damage when a Failure has occurred, symptoms of which may include, but are not limited to: elevated engine temperature, unusual noises, leaking fluids, shaking, unusual shifting, lack of power, running rough.
   
  If you have an additional towing claim, please call us to discuss the issue: ************, Option 1. We appreciate your understanding in this matter.

  Customer response

  10/10/2023

  Complaint: 20690318
  
  I am rejecting this response because:
  I did not abuse the vehicle. I did not have to add any additional oil after the original diagnosis. I did not drive the vehicle anywhere. After the original diagnosis, I picked up the vehicle, drove it home and parked it until It could be scheduled for repairs. 

  This business is deceptive in their response and in handling to this claim. They told ***** to tell me to tow it in which I did. I followed what they told me to do.

   

  .
  Regards,
  
  **** (******) ***********;

  

  Business response

  10/12/2023

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

  We again regret your difficulties. Our records show continued use of the vehicle after the initial diagnosis. Based on our previous response, that action nullifies coverage per the WHAT IS NOT COVERED section of your Limited Warranty.

  Again, if you have an additional towing claim, please call us to discuss the issue: ************, Option 1. We do appreciate your understanding in this matter.

  Customer response

  10/12/2023

  Complaint: 20690318
  
  I am rejecting this response because:
  There is no abuse or neglect on my part. 

  The boroscope proves what you were trying to imply about further damage to the vehicle. 

  You requested the boroscope to try to deny the claim,  there was no damage, therefore you should pay for the diagnostic test and the tow fee 

  
  Regards,
  
  **** (******)

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle 8/12/23 from H **** Auto ***** which included the RoadVantage limited warranty - valid thru 8/12/2026. August 24 I was involved in a front end collision; Sept 11 the vehicle was officially declared totaled by the insurance company. According to the dealer, the policy has a 30-day grace ****** before any claims could be filed; the accident occurred prior to that 30 day grace ******. I have reached out to RoadVantage for a refund of the policy since the vehicle being covered is totaled and the policy is effectively null. I have been denied a refund for a paid policy that I will not benefit from since I no longer own the vehicle that was to be covered. To my knowledge, there were no treatments applied to the vehicle; I have essentially paid for a service I will not receive.

  

  Business response

  09/19/2023

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

  We understand and regret your misfortune, but since treatment products were applied to the vehicle, the contract is non-refundable and non-cancellable, as stated at the bottom of page 3. Please feel free to call ************ and speak to a claims supervisor if you have any further questions.

  We appreciate your understanding in this matter.

  Customer response

  09/20/2023

  Complaint: 20592499
  
  I am rejecting this response because:

  Treatment was NOT applied to the vehicle after purchase.  The dealer advised that AFTER a 30-day waiting period, I could arrange to have an exterior treatment applied at my choice of location.  The vehicle was purchased 8/12/23 and was involved in unrepairable collision 8/24/23 - not even 14 days later.  Please provide documentation showing this vehicle was "treated" after the date of purchase or provide full refund for services not rendered.

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

  

  Business response

  09/26/2023

  Hello,

  We understand the dealer has agreed to refund the purchase price of the treatment and contract to you. We regret your inconvenience and hope you find this resolution satisfactory. Please feel free to call ************ and speak to a claims supervisor if you have any further questions.

  Customer response

  09/26/2023

  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.  Refund check from the dealer arrived 9/25/2023.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to submit a warranty claim for a tire, as is covered per my agreement under road damage. Because the road damage occurred to the inside edge of the tire, they are trying to claim an alignment issue caused the rupture, and not the road damage that actually did. The inside edge of the tire was not even damaged a full 360* around, which surely signifies that it was NOT alignment as the entire edge would show damage the full length around. Whatever I hit, hit that specific part of the tire, and was gone a rotation later. Denying to pay for only the 2nd tire in a 2 year warranty period is entirely unacceptable. Id just like my 1 tire reimbursed per the warranty I paid for.

  

  Business response

  08/10/2023

  Hello ******,

  Thank you for the information and photos you provided regarding your recent tire damage claim. After a thorough review, your claim has been denied due to damage resulting from abnormal wear, dry rot, cracking, or peeling. Abnormal wear can be seen on the inside edge of the tire in question, probably due to the negative camber of the wheel, which likely caused the separation seen in the images. Unfortunately, repair or replacement of any covered component or part which was not damaged due to contact with a Road Hazard is not covered as defined in this Contract. This can also be found on page 3 of your contract under What Is Not Covered.
  
  We appreciate your understanding in this matter. Please let us know if you need any other information.

  Customer response

  08/10/2023

  Complaint: 20441810
  
  I am rejecting this response because: 

  Abnormal wear due to alignment would effect the entire circumference of the tire. This is what happens when you try and avoid sharp road debris, by straddling it, and it glances off the inside edge of your front tire. I felt the impact. Your claim that by some pictures you can ascertain it was 100% due to misalignment, even though none of the other 3 tires had any sort of unnatural wear due to alignment, is not realistic. I can also verify the bridge I cross every single day, two times per day, has had construction the entire duration of the in question tires ********************** causes a lot of debris, some of which is unavoidable, and due to properly trying to avoid the impact, the inside edge of the tire, consistent with straddling debris, took the hit. 

  You cannot say for certain by photos that the damage was caused by misalignment, and denying a valid claim is not acceptable because of the way you think it looks. 

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

  

  Business response

  08/10/2023

  Hello,

  After further review of your denied tire claim, our call records and examiner's notes also provided this information:
  
  'When asking the customer as to why the repairs were not called in before initiated we received this response. Instead of wasting time doing that, I paid and then emailed in as I had done previously with identical information as I would have left in the voicemail. Per our contract WE MUST AUTHORIZE ALL CLAIMS BEFORE YOU START REPAIRS OR THEY MAY NOT BE COVERED. This can be found on page 3 of 4.'
  
  We again appreciate your understanding in this matter.

  Customer response

  08/11/2023

  Complaint: 20441810
  
  I am rejecting this response because:

  It was a Saturday. Nobody answered your phones and I had no ability to leave a voicemail. Did you want me to drive around on a spare all weekend and potentially damage other components? It was covered last time after no prior authorization, also on a Saturday, its not realistic to now try and use that as justification for a declination because its clear alignment didnt cause the failure and that excuse doesnt work anymore. 

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a wreck on Christmas Eve of 22. Car hit my wife and 7 month olds side of the car and very fortunate to have them both. Insurance paid out over ****** leaving ***** that GAP needed to cover. I go to make the claim and was told that nothing was owed back to me. A contract was sent to me highlighting that insurance deducted for high mileage and prior condition. Only issue is theres no way to now the previous condition because it being smashed to pieces. The amount deducted was $848. In that same contract ie states that road vantage will pay up to 150% of the book value **** would be ****** on our car. Cant pick and choose parts of a contract to follow. It has been the worst experience and will take my chances without gap when it comes to buying from this company again. Now our credit is in jeopardy because I dont have an extra $842 laying around with a baby on the way and losing my job the next day and prior to the wreck.

  

  Business response

  04/28/2023

  We're sorry to hear about your situation. Unfortunately, there were deductions described in the contract because of high mileage and prior conditions on the vehicle. 

  We do wish you the best. 

  Customer response

  04/28/2023

  Complaint: 19959820
  
  I am rejecting this response because:

   

  high mileage is not deductible. It is our car and my wife drives 60 miles round trip for work. That alone is ****** miles.. heaven forbid ** go to town or live life for those other *****. Wear and tear? We built it from the factory and it was smashed to pieces. How do you even say prior? Its unacceptable and a scam.
  
  Regards,
  
  *********************

  

  Business response

  05/02/2023

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

  Thank you for bringing your concern to our attention. We understand that you are unhappy about the deductions for high mileage and prior conditions that were taken by your primary insurance provider. However, we would like to clarify that according to the exclusions in your signed contract from our company, the *** Waiver Addendum that you purchased does not provide a waiver for any amount deducted from the insurer's settlement due to wear and tear, prior damage, excess mileage, salvage, towing, or storage. As a result, we regret to inform you that our company cannot be held responsible for these costs.

  We appreciate your understanding in this matter.

  Customer response

  05/02/2023

  Complaint: 19959820
  
  I am rejecting this response because its bad business. What is the point in paying for GAP at that point? The whole point is to cover what insurance doesnt. You arent insurance. 
  

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RECENTLY PURCHASE CAR FROM SUPERIOR FIANACED OUR 17% AND REFUND ALL WARANTIES AFTER RE-FINANCING WITH OPEN ROAD ON MARCH 18, 2023. THEY LOWER PAYMENTS AND AT 06%. OK PLEASE TO US ALL MONIES OWED.

  

  Business response

  04/10/2023

  Hello **** & *******,

  Per our normal procedure, we are currently in the process of refunding the appropriate prorated amount to your selling dealership, which will settle the matter with you directly. We greatly appreciate your understanding and patience in this matter.

  Customer response

  04/10/2023

  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,
  
  **** & *************************

*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. ↩