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:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a warranty for my cars from this company but they did not respect the contract when the cars needed repairs they only said that they were pre-existing without sending a mechanic to confirm so as not to pay even though the contract clearly says that after 30 days and a thousand miles the car is covered for any repair

  

  Business Response

  Date: 12/17/2024

  Hi and thank you for your concern.

  We have investigated this claim and the validation period is very clear. 30 Days and 1000 Miles and it was brought into shop at the 30 day **** and over 55 miles of the validation, so not the FULL 30 days validation. Also, the photos that we received from the shop shows clearly pre-existing damage for quite some time. We rely on the shop's mechanics and techs for this information and it was very clear.

  Notes from the Claim itself:

  Reviewing the agreement;  sale date 9/16/24 sale odometer 125697. Repair Shop reported the vehicle arrived 10/16/24 ( days since contract is 30 days) driven 1055 miles, so driven 55 miles more than validation requires but did not go to 31 days. 
  The customer complaint was vehicle inspection warranty expiring. Shop reports the front lower control arm bushings are torn and the upper ball joints are leaking grease and need replacing.
  Based on pictures requested by us they indicate this to be a pre existing condition that did not occur in 55 miles out of validation period 
  The denial. was based on this to be a pre existing failure and not covered.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a pre-owned preferred coverage level with additional wear and tear and lifted vehicle coverage for $3269.00 on may 8th 2024. On June 3rd 2024 I made a claim on a transmission failure. They replied a few day later that the claim was too soon. My contract says it starts immediately upon purchase. I had to call the selling dealer and have them push the warranty people. After a week, we were able to order parts. This is evidence of a company breaking their own contract. On the next claim on october 28th, the tactic was to delay as long as possible while finding reasons not to cover the listed covered items. It took 3 weeks to get a reply. They denied almost all the listed, covered items. I rented the equivalent vehicle at about $150/day, a dually for towing. The delay alone is more than most repairs cost. So now they have repeatedly denied covering an intercooler, radiator, heater core and egr valve that are clearly covered blaming a third party inspector who claims there was no damage. I am not allowed to see the third party report for some reason, neither is the repair facility. My licensed tech told me to my face that all these parts are damaged and there are dtc codes to prove it. The denied repairs are worth around $10,000.00 using oem parts. It seems inevitable that we will end up in mediation. Could someone just abide by their own contract and repair the covered items?

  

  Business Response

  Date: 12/11/2024

  Hi and thank you. First off, the initial contract was voided because Dealer forgot to include Commercial Use. We have been paying claims on this vehicle and 1 is still in the works. We always do things on claims professionally and sorry for the time consumed, but there has been quite a bit of claims on this vehicle. Some parts are not covered and we are currently waiting on outcome of last claim. Hope this helps to understand and if need more understanding, my VP of Claims will be happy to explain to you...Thanks,

  Notes from the Claim:

  XCT0004136 is current contract, seller wrote XCT000411995 and voided it, as no commercial use marked. 
  1st claim 6/3/24 out 26 days 743 miles, towed in, would not move, several codes, inspected and approved transmission, trans cooler, originally denied as long term, from picture sent in of trans pan, 6/10 approved claim.  9863.11
  2nd claim  8/2/24, CEL and TPMS lites on, no issues found on CEL, as to TPMS, all 4 failed, Non covered parts
  3rd claim 10/28/24 CEL on,m lack of power, high pitch whine, and no heat - cel ended up cooling fan failure, damaged shroud, approved fan, shroud NCP / noise was air charge cooler intake hose, NCP, approved EGR, shop reported radiator failure, after inspection, no failure found, did not cover radiator, denied heater core as clogged, contamination, not failure. and heater grid failure NCP. paid out 4798.50, 
  total claim paid out ********, including inspections.3rd claim is still open, waiting on shop to send signed invoice.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a third party car warranty (Empire Auto Protect) on 4/08/24. About a few months later, I was experiencing car problems and brought it to the mechanic. I just got word from my mechanic last week 09/25 that the car was ready. However the company is now refusing to pay the full balance of the repair even though my mechanic followed their protocols. I've reached out to both parties but my car is now being held hostage. They want me to pay out of packet the remaining $3,600 but that defeats the whole purpose of me paying for the warranty.

  

  Business Response

  Date: 10/10/2024

  we approved ******* for cams, and all related parts, all at MSRP and posted labor rate at verifiable labor times, after the initial repair, shop called back for the opposite side parts, mis diagnosed, we added the parts for the second side at  C&K pricing and 1.0 labor, as that is all it would have needed if done at the same time. Contract does not cover mis or missed diagnosis. Shop was paid the full ******* Shop did not feel the additional approval was enough, again explained it was their misdiagnosis not a new failure.

  This is notes from the claim. We paid the full amount and shop mis-diagnosed other things and they are responsible.

  Customer Answer

  Date: 10/10/2024

  I am rejecting this response because:   Regardless if he misdiagnosed, it was still a repair that needed to be done to get the car back on the road which is what the warranty covers. If the shop missed it then that means your adjuster missed it as well. **** and ************* have a share in negligence when it came to working on my claim. 

  Now my car is being held hostage because there was an issue with the car that both parties missed. Please pay the remaining balance. I just want my car back. 

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 **** F350 and purchased a warranty along with it. It had some major mechanical issues and my claim was denied. I&#**;m being told the claim is denied due to poor maintenance but I have the carfax showing it was well maintained prior to me purchasing the truck and during my time owning it.

  

  Business Response

  Date: 09/30/2024

  Hello and thank you for the opportunity to explain.

  This Claim was not denied for lack of maintenance. It was inspected and denied as long term, pre-existing problem. Customer was out of validation period 7 days and 153 miles.  The inspection shows long term turbo propeller play, sending debris internally. The  shop estimate was over $21K, Limit of Liability on this contract is $10,500. Vehicle has oversized tires and lift too and was NOT charged the surcharge for this. The *** stored codes P04DA FLOW TOO HIGH,  The check engine lite came on 156 miles,  and was cleared 923 miles ago. Shop suggested a lack of maintenance, not us or the inspector. tires are 5.4% oversized.

  Due to inspection and codes cleared and definitely Pre Existing damage, we can not make a claim.

  Thanks,

   

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre-owned ************* SL65 AMG from Apple lease return in ****** *****. I purchased a extended service contract through this dealership and received a one-page contract explaining the terms of the extended contract as 48 months or 48, 000 miles. ******* after the car was delivered to ********** it started having issues, some of them have been covered some of them I paid for myself. The contract I purchased included towing rental car etc. Being in a similar industry I appreciated that the warranty company actually stepped up and paid some of the claims. The latest issue has been denied because this company shared with me over the phone and with the ******** dealer in ************* that I have reached my limit of what they would pay based upon the contract. All of the paperwork I received from the dealership stated no limit in dollar amount just miles and months. In good faith I called the warranty company and they may be a secondary company that purchased the original contract but I was abruptly told that I need to call the selling dealership. Would not send me a copy of the original contract that they claim States there's a limit on what they will pay out. In addition would not give me or the servicing dealership the denial in writing. Following up I called the selling dealership they bounced me around and promised a call back from ****. Never received a call back. I'm left with two options. One negotiate a reasonable solution to this unfortunate situation. Or have my legal staff, which are busy doing important work, but this qualifies in my opinion. The selling dealership which is qualified to sell this company's extended service contact neglected to forward details of the contract. Bottom line they have paid well over the purchase price in claims to the servicing dealer in ************* **********. The basis of the rejection therefore has no merit.

  

  Business Response

  Date: 06/25/2024

  Hi and thank you for the correspondence.

  The customer reached the Limits of Liability as per the contract:

  Limit of Liability: The aggregate limit of liability will be the greater of the average trade- in value of the Vehicle as provided by the NADA ********** as of the date of a filed claim, or $12,500.00. Once the maximum limit of liability has been reached, as defined above, this contract, its transfer and cancellation rights terminate. 

   

  Thank you...The customer got all the value he could get on this vehicle!!

• Initial Complaint

  Date:05/30/2024

  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.

  Purchased a new car. Received a card in the mail about an extended warranty. Called and wanted to talk to my dad or the dealer but they were very rude and said they would mark my VIN number as refused and no one would ever repair and problems. Was reassured many times that I can call can cancel. Would receive a welcome packet in the mail. Have not received nothing. Tried to call the number given. No one ever answers.

  

  Business Response

  Date: 06/04/2024

  Hi, We are the Administrator of the contract, not the seller. That being said, ****** was contacted and seller has spoken to the consumer and the refund and cancellation has occured.

  Thank you for the correspondence and believe this matter is resolved.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Auto Warranty with NAAC, contract number NAAC0268. I have paid it in full and have had it since 8/10/21. I have never had a claim on it until now. My mechanic called them first, following contract rules on a Damaged exhaust manifold. The contract specifically states that this is covered. The manifold warped which caused it to start leaking and broke sever bolts. I was told that if it was cracked it would be covered but warped is not. I was specifically told on 5/22, at 3:26pm, by ***** that since the bolts were broke they will not cover it. This is a part that even if it broke it would have broken a bolt. It is not an after market part. I have read through the contract and no where does it state anything about broken bolt cancelling the contract. It is a covered item and needs to be covered by the company as stated in the contract and what I paid for. I can get statements from my mechanic and a picture showing the damaged manifold. The cost of the repair was $1,300.00. The picture shows that it is clearly warped.

  

  Business Response

  Date: 05/29/2024

  Hi, and thank you for the information.

  We have looked into this and contacted the customer and we are seeking some information to help them with this claim.

  We will resolve this matter with the consumer.

  Thanks,

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty policy through Auto Protect USA and my claim was denied due to North American auto Care. My warranty was to cover all expenses including rental car and repairs. They denied my warranty due to lack of maintenance. I was able to prove the maintenance was in fact kept up on the vehicle and they still denied my claim. My car has been in the shop for 2 weeks now and due to the denial, I am now having to pay the policy, the rental car, the repairs and diagnostics of the car. This shouldn't be happening as my warranty should be 100% covered. They don't believe I have kept up on maintenance even though I have changed the oil, oil filters, spark plugs and more.

  

  Business Response

  Date: 04/12/2024

  Hi and thank you for the correspondence.

  The denial was based on some very certain information and also with a third party inspection done.

  Vehicle was a quart low in oil when it came into shop and very dirty and had sludge. Maintenance was not performed or kept up on this vehicle confirmed by the third party inspector. Please see notes below.

  We are sorry for any mis-communication here but our denial stands. Thank you...

  Notes from the Claim:

  codes P0106, P0556, P1101, has possible cam gear issue, need customer approval for tear down to confirm cause of failure, oil level a quart low and dirty, also asked for service records. after tear down found vacuum pump failed causing debris to go into engine, oil pressure control valve stuck off, no oil on top of engine, believes oil passages are plugged, sludge found on camshaft, exhaust camshaft appears to have moved.

  reviewed inspection report and engine has sludge-denied engine repair due to lack of maintenance, last oil change reported on Carfax was from 12/13/2022 at ******* miles, also the vacuum pump is a non-covered part which is the cause of engine metal debris after it broke. claim denied

  Customer Answer

  Date: 04/12/2024

  I am rejecting this response because:   

  I drive over 100 miles a day so there have been over 50k miles put on my car since I started my warranty. I have done multiple oil changes as well as spark plug changes and sent in the receipts to prove that I bought the oil, oil filters, and spark plugs. I was told from the start that I didn't have to take it in to a shop to do said maintenance that I could purchase and do them myself. 

  Your denial is absolutely not ok as I have to keep my vehicle maintained so I can drive it daily. Also, my warranty was to cover everything but maintenance which was in fact done. I've changed the oil 4 times since I got my warranty. You are simply trying to scam me and many others based on these accusations.  

   

  this denial has caused me to have to pay multiple additional charges including rental car services and diagnostic services which I believe you should have to cover due to the amount of money I have paid to hold this warranty as well as the proof I have provided on the maintenance I've done. 

  This has also caused me a ton of unwarranted stress. 

  If you continue to deny my claim I will be having my lawyer reach out. 

  

  Business Response

  Date: 04/12/2024

  I am very sorry for your rejection, but the lack of proper maintenance definitely caused the sludge and the decision we have made was confirmed, in person, by a third party inspector.

  This is not a gray area that we can adjust any denial or help with. 

  We pride ourselves on being very proactive and making sure we handle and look for ways to approve claims and in this case, we cannot.

  Customer Answer

  Date: 04/12/2024

  I am rejecting this response because:   

  Well, If you are not going to approve the repair, even after I have proven proper maintenance, then I believe you should still cover the diagnostic testing and the rental car that I was told was covered. I was told this was covered as part of my warranty along with all the other things. My warranty was exclusive and I paid good money to have the best policy for coverage. Which I am not even getting the services I paid for. 

  That I believe is the least that could be done as I have in fact proven my proper maintenance with receipts. 

  

  Business Response

  Date: 05/20/2024

  Hi,

  I have instructed our ***************** to take care of the diagnostic charges and the rental on her vehicle.

  Thanks

• Initial Complaint

  Date:03/25/2024

  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.

  Product of Service Involved: Auto Extended Warranty Date Purchased: 9/27/2023 Amount Involved $2,775 (Monthly Payment of $75.00) Paid $525 Contract/Account # ********** Name of Sales Person (through Premiere ************) *********************** Dear BBB, Upon purchasing my vehicle. I made the decision to invest in an extended warranty under North American Auto Care (seller is Premiere ************) with the expectation that would provide coverage for any unforeseen repairs beyond the expiration of the standard factory warranty. This decision was made in good faith , trusting in the assurance of comprehensive coverage for my vehicle. However, my recent attempt to utilize this warranty for necessary repairs on my SUV resulted in an inexplicable denial of coverage. Despite diligently adhering to the terms and conditions outlined in the warranty agreement. I was summarily denied coverage, leaving me both frustrated and disappointed. I brought my SUV seeking assistance from G&G Auto Shop, they conducted a thorough diagnostics and submitted a claim to North American Auto Care only to have it rejected on the grounds of pre-existing conditions with vehicle. This denial of coverage is not only infuriating but also unacceptable, particularly given the assurance provided at the time of purchase regarding warranty coverage. I urge North American Auto Care to promptly address these issues and take decisive step to rectify the situation. As a loyal customer, I expect nothing less than ********************** transparency and honesty throughout the purchasing process, as well as dependable warranty coverage for any potential issues that *** arise with the vehicle. In light of distressing circumstances. I respectfully request a swift and satisfactory resolution to this matter. This *** include North American Auto Caret to shoulder or pay all the expenses to the necessary repairs of the vehicle and some reimbursement of repair expenses incurred due to the unjustly denied warranty claims. I trust that North American Auto Care will take this matter seriously and prioritize the restoration of customer trust and satisfaction. Thank you for your attention to this urgent matter, and I eagerly anticipate your prompt response. Also, thank you to BBB for your attention to my complaint. Respectfully yours, *************************

  

  Business Response

  Date: 04/09/2024

  Thank you for bringing your concerns regarding your denied warranty claim to our attention. We understand how frustrating it can be to encounter unexpected issues with your vehicle, especially after investing in an extended warranty for added protection.
  
  After reviewing the details of your case, including the inspection conducted by a third party authorized inspector, it has been determined that the issues with your vehicle were, unfortunately, pre-existing and not covered under the terms of your warranty agreement. While we sympathize with your situation, it is our responsibility to adhere to the terms and conditions outlined in the warranty contract, which clearly state that pre-existing conditions are not eligible for coverage.
  
  We apologize for any inconvenience this may have caused you and understand your disappointment. However, we must prioritize fairness and integrity in our claims process to ensure that all customers are treated equitably.
  
  We encourage you to review the terms of your warranty contract for a better understanding of the coverage limitations and exclusions. Additionally, if you have any further questions or concerns, please do not hesitate to reach out to our customer service team for assistance.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/05/2024

  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.

  This company was claiming to be with the ******* dealership- offering me an extended warranty. However, I have confirmed the actual ******* dealership has not reached out and they do not send mail offering warrantys. Also their mail would be trademarked with their logo. The mail I received was not trademarked. The company tried to offer me false services and enter in a lengthy payment plan. They told me that I had to make a deposit while over the phone and give them my card information to or I would not be able to call them back to receive the limited time offer. The company recorded my verbal signature without truthfully telling me which company they represented and not ensuring my rights be upheld. When I received a follow up call the same day I revoked my authorization verbally but was again lied to about them working under ******* and tried to be manipulated into a scam. When I refused to authorize payment I was rudely told well good luck and hung up on.

  Customer Answer

  Date: 03/06/2024

  This company seems to be a scam. They have sent me warranty notices by mail with no company heading, and when I called them they tried to sell me a warranty policy with a deposit of $100 and automated hefty monthly fees totaling over $4,000 claiming they are ******** They continued to press for my personal information, verbal consent and recorded me, willingly I allowed because I had believed they were working for the **************** Ive contacted my local ******* dealership directly and have confirmed that they have not sent out any mail regarding my extended warranty and that they would not- and if they do send out mail it would be trademarked with their company logo. This company has tried to charge my card multiple times after speaking with customer representatives and revoking my verbal signature and revoking authorization for a deposit towards opening a policy with them. After calling multiple times to ensure that there is an understanding I do not want to purchase any policy of theirs and do not give them permission to pull my card for a deposit of $100, they have denied telling me their company name over the phone. I would like to ensure that there is no policy in place with this company under my name, that they will not make any future authorizations on my account, to ensure good workplace practices under the BBB and that my personal information will be protected.

  

  Business Response

  Date: 03/06/2024

  I thank ****************** for her concern. NAAC (North American Auto Care), is an Administrator of *************** Contracts and these postcards are sent out by one of our partners that use our Administration for *************** Contracts. I can assure you it is not a scam but an opportunity for a customer to protect their vehicle. They do not reach out by phone, only by the mail piece that was sent, and the consumer has to call them. 

  I am sorry if their was any intention that it came from ******* or any Manufacturer, as that is not the case. Although, some Dealers may in fact engage them to send out on their behalf.

  We have made aware to the company sending out this card, that it is in need of some adjusting and they have agreed to change some of the details etc. of the mailer. 

  Again, we as the Administrator do not send these out and we are sorry and thankful for ****************** concern and have addressed it.