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:07/11/2025

  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 an extended vehicle service contract for my 2020 Mercedes-AMG GLC63S for $3,688.51. My contract clearly states coverage for turbocharger piping and suspension control arms.This was my first and only claim, and it involved a failed right-side turbo air pipe (a factory-installed charge pipe) and worn front control arms causing noise over bumps. Despite these being covered items per the contract, the claim was denied.The company stated the turbo pipe isnt internally lubricated (a non-existent requirement in the contract) and that the suspension parts showed no failure even though the repair invoice clearly states they were worn and required replacement.After I submitted updated dealership documentation clarifying the failure, the company still refused to re-review the claim or escalate the issue. I believe this reflects a pattern of bad-faith denial practices and a refusal to honor their contract ******** seeking either full reimbursement for the denied repair or a pro-rated refund of the service contract.

  

  Business Response

  Date: 07/16/2025

  Hi and thank you for your correspondance.

  The following claim was denied and also the ******** has "Cancelled" the service contract as of July 9th,2025. 

  Here are notes from claim call in:

  
  The reported repairs and tech explanation for failure are what are taken into consideration as long as the terms of your service agreement.
  1. The first ******** complaint was for a check engine light on, The tech reported that the air tube was crushed and it is not a listed part on the service agreement.
  The part would have to be listed under section B. What IS COVERED, to be a covered repair.
  The agreement as stated under what is not covered #**. The repair or replacement of the following: (a) batteries and battery cables, including batteries and battery
  cables for Hybrid vehicles; (b) exhaust system components and catalytic converters; (c) shock absorbers; (d) fasteners, nuts, bolts, clips, screws; (e) fuses and
  bulbs; (f) safety restraint systems (including air bags); (g) brake linings, rotors, and drums; (h) sealed beams and LED or HID lamps; headlamp and tail lamp
  assemblies; (i) wiper blades,hoses, molded rubber, and rubber-like items; (j) clutch disc and linings, clutch pressure plate, clutch throw-out bearings, pilot
  bearings; (k) bent shift forks, stretched timing chains; and (l) cellular phones.
  2.The second ******** complaint was reported as noise over bumps. The tech reported that the noise was from the left lower control arm and thrust rod, no failure
  present just a noise, In order to have coverage it would have to have some kind of identifiable failure and the service tech said it did not. The agreement can only
  be adjudicated to what is reported that has failed and it was not able to be shown or given by the shop

• Initial Complaint

  Date:07/08/2025

  Type:Product 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.

  Requesting a refund due to a breach of contract. Requesting a refund for car repairs due to breach of contract. Transaction date: 06/23/2025. Amount paid: $1690 Business committed to provide a full coverage minus a $100 deductible.

  

  Business Response

  Date: 07/14/2025

  Thank you for the correspondence.

  We approved the claim and paid the shop the amounts that we should have. The shop was overcharging on the parts and the labor and we use guides to guarantee that our customers are not being overcharged for any parts or labor.

  The shop asked for parts $3666.01, labor $4970.00 @17.5 hrs and we verified that those amounts are inflated. We paid parts at $3084.64, labor [email protected] hrs and verified it by ************* Guide. This was not a BREACH OF CONTRACT! 

  We strive to give the best customer service we can for our customers and in this case, the claim was approved at proper pricing. If the dealership shop decided to overcharge this to the customer, I would suggest they take it up with the dealer.

  Thank you.

• Initial Complaint

  Date:07/08/2025

  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 have been fighting with **** to resolve a warranty claim for over 6 months. In fall of 2024 the timing belt broke in my 2015 VW golf destroying my engine. **** covered the engine and had an engine sent to the garage. After receiving the engine the garage found the replacement engine to be faulty and contacted **** to get a different replacement engine and NAAC has failed to corporate with the garage or myself in resolving the issue.

  

  Business Response

  Date: 07/14/2025

  Hello and thank you for the correspondence.

  This one is a difficult one as the shop that performed the repair has been un cooperative. The customer's vehicle was repaired by replacing the engine, and the engine has a warranty on it from the supplier of the engine. The engine had some problems after the install and the repair shop needs to contact the supplier to get it fixed and/or taken care of. The supplier of the engine has tried and we have tried several times to speak and facilitate the warranty and repair, but no one has helped from the shop.

  We have asked ****** at G&R Parts to reach out to Ben @ Lakewood Garage ************, which he has numerous times, and *** has not talked to ******.

  We have talked to Mr. ******* many time also to keep him informed, but it is out of our hands and shop needs to contact G&R Parts.

  Thanks,

• Initial Complaint

  Date:05/12/2025

  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 got packet by mail addressed to me to include a congratulations letter and auto care contract booklet from North American Auto Care (NAAC), purchase date 4/26/25, name **** ****** for signature. Also, I received, by mail, a welcome letter and preauthorized ACH/CC notice from ***** on service contract from ********************* (***). Today, 5/12/25, I contacted **** on the contract, told by ****** that **** is only handling contract for ***. She connected me to TAP, I spoke with **** ****** (PM); same PM with NAAC. When I began asking about the contract, PM started rambling on about them being in A1 standing with the BBB, they are now taking over contracts for Car Shield and Endurance. PM ignored what I said so that I wondered if I was talking over a pre-recording. Told PM I have neither of these. PM said they've been asked to take over so many companies because these companies are being sued. I told PM that I cared nothing about all of that, I don't want a contract with ***. He asked if I signed up and gave them my info on 4/26; my response was "no". Said he had a recording. I asked to hear it, put on hold and phone disconnected. I call back a few times, left message for a call back. PM called back rambling about the same thing. I gave the phone to my husband and it wasn't good. PM hung up again. The problem, a contract was never authorized. The thing I do recall is that my husband attempted to reach ************ But this date was 4/19/26; I was getting ready for Church at the time. I heard my husband ask if he was speaking to ************ TAP *** indicated that he was. The *** did mislead my husband to believe that my contract with *********** had been cancelled due of non-payment. *** asked my husband to verify information, and he did. My husband did ask me to verify info as well. What's disgusting-this *** with **** knew he wasn't with *********** yet signed my husband up for contract. I simply want PM to cancel the contract; delete my info.

  

  Business Response

  Date: 05/19/2025

  Hi and thank you for this correspondence.

  We have talked with the ************ Tulip who worked this out with the customer and cancelled and refunded their funds.

  Thank you and this is resolved.

• Initial Complaint

  Date:05/01/2025

  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.

  Purchased a vehicle from a dealership back in March/April who placed this 3rd party warranty for my vehicle in the contract without my knowledge even after confirming it was removed. I have reached out to **** multiple times by phone to simply be told I can only cancel by contacting the dealership. When I reach out to the dealership they ignore every effort made to get this refunded and eventually telling me they won't do so. I do not need nor want a warranty for a used vehicle that only covers the car keys, cracked window, and flat tire. That is ridiculous considering I get all of this covered by my vehicles car insurance already. I have not had any luck when contacting this company. I am requesting a refund before I take other possible remedies.

  

  Business Response

  Date: 05/08/2025

  Thank you for the correspondence. The ancillary agreement that was purchased by customer at dealership was a bundled ancillary product and has to be cancelled at the Dealership level and then we can proceed with the cancellation to the lienholder. I have contacted the Agency that services this account Dealership and asked for them to facilitate the process. Please let customer know that we are working on it with Dealer and that the customer can contact the Dealership next week to finish his cancellation request. Thanks

• Initial Complaint

  Date:04/29/2025

  Type:Product 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.

   
  Complaint: 23240567
  
  I am rejecting this response because:
  It does not inquire MEPCO refunding me the $137 that they collected. All it says that empire is responsible. Empire said they're refunding my $49 and that MEPCO has the rest $137
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/28/2025

  see attached 

  Customer Answer

  Date: 04/29/2025

  I purchased a policy from ****** that did not support my vehicles needs. They've recently cancelled my policy with a refund. ***** was to also cancel taking any payments if policy was cancelled within 30 days. I need my refund of $137. considering I could not use the policy sold to me by ******. ***** is refusing to make things right. I was sold a faulty policy, a scam. When trying to ask them questions as to why am I not getting a refund I was treated like I was not worth explaining to, all he kept repeating over my words was, "you're not getting a refund" over and over. Very rude.

  

  Business Response

  Date: 05/01/2025

  Good morning and thank you for this correspondance.

  The customer has been contacted by Empire and MEPCO and believe this is all resolved.

  Thanks 

• Initial Complaint

  Date:02/06/2025

  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.

  Company did.t honor warranty like they said, the repair cost for a transmission was $ ******** and they said they would not pay the repair because the car wasn't worth it. After calling them many times they said they would only pay $1,495.00 Thats less then half the cost . I believe I am being targeted because of my age, please Help.

  

  Business Response

  Date: 02/10/2025

  Good Morning!

  I appreciate the opportunity to explain on this account. The vehicle Value was met with the claims that he has had. We can only approve claims up to the value of the vehicle.

  Notes from our system regarding the claim:

  Reviewing the claim the Limit of Liability has been met. JD power clean trade value $2400.
  1st claim C13385 Paid $902.37  leaving a balance to apply to this claim $1497.63
  2nd claim C16952 approved and paid balance $1497.63

   

  Thank you

• Initial Complaint

  Date:01/21/2025

  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.

  This Extended warranty Co. sold me a contract that i was told would be top of the line contract for my truck 2018 Ram 1500. active since 11/02/2023 with a monthly payment of ****** which is drawn directly from my bank acct . this was for un limited mileage and 4 years. I bring my truck to the *** dealer near my home have them ck for an oil leak. The report back to me is that the rear main seal and the housing adapter for the oil filter is leaking oil and both MUST be replaced. When I purchased the contract, I explained that I would need the top of the line contract as I am in construction in ** and the truck will go through some stuff just as a matter of course. At this time I was told EVERYTHING EXCEPT WEAR ITEMS would be covered. brakes, belts hoses etc. and that any repairs would incur a ****** deductible. I had to pay ******* for the repair of the oil filter adapter housing as this I was told is NOT covered. I can hardly see how this would be a wear item. the rational that I was given is that its not a mechanical part therefore NOT covered. this is the 2nd time that a repair that would ordinarily be covered was not. I was also told by the dealer that I had purchased an "EXCLUSIONARY CONTRACT"! This is the first I ever heard that term and certainly would not have purchased it for my truck!

  

  Business Response

  Date: 01/23/2025

  Good morning and thank you for your correspondence. After review of the contract and claims made by *** ****, it is important to realize that we were not the Seller of this contract, but we are the Administrator and Obligor of this contract.

  The Seller did sell him an Exclusionary Contract from us, but did not charge him or have him pay for the Seals and Gaskets Surcharge, although we still did honor a claim on the rear main seal. If there is a question from the customer here, they should reach out to the seller.

  Per the claim notes, here is the review we have on *** ****** claims:

  1.Contract does not show that seals & gasket surcharge was purchased.
  2. Exclusionary 10,500 DOES NOT LIST the oil filter adapter housing as a covered part under the Engine Components .
  3. We approved replacement of the rear main oil seal and it should have been denied since the seals and gaskets surcharge was not selected or paid for.
  
  
  We have currently approved and paid the below claims 
  1.c08471 paid $618.38 radiator 
  2.c09621 paid $484.99 caliper
  3.c17005 paid $2935.40  rear main seal 

   

  Customer Answer

  Date: 01/23/2025

  Ok so of NAAC is not the seller,  who is?   

  My actual complaint is with whomever sold me the contract informed me (also as I asked for) that this was a top tier warranty.   The fact that it was changed to an exclusionary contract somewhere in the paperwork is NOT my fault .  It's not what I was sold over the phone.  Therefore these things that aren't (weren't)) covered is where my problem lies.

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:  Ok so of NAAC is not the seller,  who is?   
  
  My actual complaint is with whomever sold me the contract informed me (also as I asked for) that this was a top tier warranty.   The fact that it was changed to an exclusionary contract somewhere in the paperwork is NOT my fault .  It's not what I was sold over the phone.  Therefore these things that aren't (weren't)) covered is where my problem lies. 

  

  Business Response

  Date: 01/24/2025

  Hi and thank you for your response. North American Auto Care (NAAC) is the Administrator of the Contract and Mr. **** purchased the Contract from Auto Protect USA.

  If there are any questions about what was sold or disclosed, please contact Auto Protect USA.

  Thank you,

• Initial Complaint

  Date:01/13/2025

  Type:Product 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.

  Please see uploaded document letter to claims department with all the details. This letter was sent certified mail on 12/12/24 and after multiple attempts to deliver to the address on their website and on the warranty paperwork as well as the address you show for them the letter was returned to me 1/9/25.

  

  Business Response

  Date: 01/14/2025

  Hi and thank you for your correspondence. Our cancellations department will be reaching out to you to facilitate your concerns.

  Not sure why we never received the **** mail, but will be in touch to rectify.

  Thank you

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because:   I filed a complaint in January after my certified letter was returned. Since then, *** sent multiple emails and left numerous voicemails regarding a dispute exceeding $6,000. Your only response was via the BBB on 1/14/25, stating someone would contact me no one ever did. Now, youve denied a new claim for the same issue. I submitted a valid claim (Auth. #C15209-K24) for a mechanical failure on my 2020 ***** Silverado 3500 HD. While you approved the initial repair, the problem persists, and youve refused to cover continued repairs. Youve improperly shifted responsibility to Automotive & **************** a third-party shop with a limited in-house warranty, and denied coverage under your own contract. I am not in contract with that shop and cannot be compelled to return for repairs they failed to complete effectively. Your warranty is with me, not the repair provider. The General Provisions (Section XII) even allow for mediation which I proposed in good faith yet you ignored my formal request and all supporting documents. Key facts: The issue remains unresolved since your originally authorized repair on 10/16/24. I have no obligation to return to a shop whose work failed and who offers no reimbursement. Your policy does not release you from liability if an approved repair is ineffective. *** submitted full documentation, including diagnosis and estimates from another certified facility. Your continued denial is inconsistent with the terms of the warranty and constitutes a failure to act in good faith. I am seeking resolution or will be forced to escalate through legal and regulatory channels.

  

  Business Response

  Date: 06/11/2025

  Based on all that has been said and done, it would appear that the repair problems is at the repair shop level.

  We stand with our original responses.

  Thank you

• Initial Complaint

  Date:01/10/2025

  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 had Purchased an extended warranty on my kid's car which which motor went out, **************** honored the motor no complaints on that. when mechanics went to put the motor in found the transmission was bad. Filed another claim for transmission And was told.Transmission was denied because my automatic transmission Classifies under the standard transmission. Was told by the company this transmission is a manual but instead of the driver pushing the clutch in the computer does it. I feel that if an automatic transmission can be classified under a standard transmission This should be apparent in the contract. like most people would think if you are not pushing the clutch nor dose the car have a 3rd pedal in it's an automatic. I feel that if they disclose this type of information on their contract would have saved a lot of headache and time.

  

  Business Response

  Date: 01/14/2025

  Thank you for your correspondence with us. I know that our Claims Director has been in contact with her and has gone into deep conversation to understand our decisions and outcomes and I believe she is understanding.

  Thank you