Complaints

This profile includes complaints for Ownershield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ownershield

  PO Box 852770 Richardson, TX 75085-2770

  
• 

  Ownershield

  1900 Firman Dr STE 700 Richardson, TX 75081-1869

  

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:09/08/2023

  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 policy with Endurance on August 2, 2023 and was told about the waiting period of ***** miles and 30 days for the warranty to start. My car starting making noises so I took it to a repair shop that accepts Endurance and was listed on **********. I took my car to caliber auto care in ******, ** initially on Saturday September 2, 2023. When I called Endurance to ask questions about taking my car to an auto repair shop I was not told about there not being any adjuster/inspector to come out on Saturdays and to bring the car back on Tuesday September 5, 2023 since the auto shop already completed a diagnostic test I brought the car back Tuesday morning and have been dealing with a nightmare since. The auto repair shop states they emailed the estimate and all the information requested from the adjuster on Tuesday but everyday since Tuesday I have the adjuster stated they have not received the information. I am frustrated because I had to get a rental and cant afford to continue to pay for the rental and nobody is trying to take care of my issue. I have asked to speak with a manager several times at endurance and they keep transferring to the adjuster and I either get the voicemail or he states he never received all the information he needs. I am paying for the warranty and nothing in the contract talks about rental car reimbursement or TAT for an adjuster to come to the auto shop. This company is very misleading and I will be seeking counsel because this is obsured. Still no car no updates and I will be without a car because I am told I cannot take the car if I want the claim to be approved. I also have to take the car back Friday September 8 because I cannot afford to keep renting a car. I will be without a car for who knows how long.

  Business Response

  Date: 09/08/2023

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  Please forward this complaint to Smart AutoCare 
  Smart AutoCare (***********************************************************************************************************************************************************) 

  Business Response

  Date: 11/13/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  The customer purchased the *************** Agreement from the Seller on August 2, 2023 with an odometer reading of 186,267.

  On September 2, 2023 a claim was initiated for the following concerns to the vehicle with an odometer reading of 188,067:

  1. Customer states CEL is on. Code ***** active code present; found air intake boot is torn

  2.  Customer states there is a noise at the R/F side of the vehicle. Upon inspection found rack and pinion is leaking of out of the boots and is rack is making noise

  3. Technician found all motor mounts are worn out completely

  4. Customer states there is rattling sound upon start up(Cause) upon inspection found the rattling is coming from the timing chain

  The *************** Agreement has a validation period of 30 Days and ***** miles as defined under VALIDATION PERIOD.

  When Ownershield asked the customer about when the failures first occurred, the customer advised that the vehicle began having the problems during the validation period in August of 2023.

  As the failures occurred prior to the Agreement taking effect, the concerns are pre-existing conditions.

  As per the Agreement under F.3. CONDITIONS NOT COVERED; (r) Any PRE-EXISTING condition including any COVERED PART that was broken, worn beyond serviceable limits, or making noise at the time of
  purchase, or any component or system that was not functioning properly upon the first attempt to operate.

  Due to the fact that the failures to the vehicle were pre-existing conditions, the claim is non compensable under the Agreement.

  On September 20, 2023 Ownershield received notice from the Agreement purchase plan provider that the Agreement has been canceled effective that same day.

  As the Agreement has been cancelled and refunded in accordance with the terms and conditions of the Agreement, Ownershield, Inc. considers this matter to be closed

  Please contact our office if you have any questions, 

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because:   I never received a refund on my payment at all and your policy does not make any sense. How can you tell someone the issue was going on prior to that date when it was not. I dont know what type of fraudulent policy you are trying to push on consumers but this is illegal. I will be suing. 

  Business Response

  Date: 11/13/2023

   

  Ownershield, Inc. is in receipt of the Customer Rejection Notice pertaining to ******************** Complaint 20570531.

  The cancellation of the Agreement was processed as per the terms and conditions of the Agreement under SECTION FOUR AGREEMENT GENERAL PROVISIONS; E. CANCELLATION 

  As all refunds are issued by the Seller of the Agreement, the customer will need to contact the Seller (Endurance) for any questions regarding the cancellation of the Agreement. 

  Please contact our office if you have any questions,

   

  Customer Answer

  Date: 11/13/2023

  I am rejecting this response because:   I have already spoken with endurance and they have not been any help. I thought thats who I put in the complaint in about was endurance. Thanks I will get with a lawyer. So many people have complained about being ripped off from your company. I know consumer law and you will not get away with this! 

• Initial Complaint

  Date:09/08/2023

  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.

  Myself, along with the Land ****************************** have spent over 6 hours of telephone "HOLD TIME" with Ownershield Smartcare {Not so smart care!!!}. It's nearly impossible to get them on the phone. I had to escalate to Supervisor level. This company does not offer what they say they offer and they should sued as a result. I would certainly sign up for a "Class Action" against smartautocare.com Once an adjuster was finally available, my vehicle having been at the dealership for 9 DAYS, yes 9 DAYS, he EMAILS me last Thursday at 4:38pm est, at 4:42pm est, I emailed him back asking for more details. Have yet to hear anything from Ownershield. The dealership has no clue what is going on. So I just now called Ownershield and after 29mins of hold time, I actually got someone on the phone. She informed me that a claim had been approved and for how much and for what for. So, I called the dealership, conferenced her/Ownershield in and informed them of the claim. WHY THE **** AM I DOING ALL THIS? Meanwhile, there's been ZERO contact from Ownershield regarding transportation for me. The dealership is out of loaners. What a pain in the **** this continues to be. I WOULD NOT ADVISE THAT YOU USE THIS COMPANY.

  Business Response

  Date: 09/18/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint Case ******** and provide the following information.

  On August 31, 2023 a claim was initiated for the following concerns:

  1. Customer states check engine light and feels hesitation.  Technician needs to continue diagnostic process to determine Point of failure. this would require an additional 12 hrs of teardown @ customer expense.
  2. Customer states navigation not working as it should. Software updates are available. Software updates are not covered under the Agreement. 
  3. Customer states rear driver side door can not be exited by door handle. Child safety lock on, no action required
  5  Customer states rear speakers sound blown. Both right and left speakers have material failure
  6  Customer states gauges for oil level and DEF level not working. No problem found at this time.

  On August 31, 2023 authorization was given to the repair facility for replacement of the two speakers in the amount of $436.10 

  As of the date of response on September 18, 2023, Ownershield is awaiting the final repair invoice from the repair facility to issue payment for all authorized repairs.

  Ownershield, Inc. does not provide rental vehicles, however rental reimbursement is provided under SECTION THREE BREAKDOWN COVERAGE; 

  C. SUBSTITUTE TRANSPORTATION COVERAGE
  If Your Vehicle requires repair due to a Breakdown, even when that part is covered by a factory warranty, We will reimburse You up to fifty ($50) dollars per
  day for every eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days. To qualify for the first
  day(s) reimbursement, the Vehicle must be inoperable or unsafe to drive requiring that it be retained by the State Licensed / Licensed Repair Facility overnight
  or the covered repair must exceed a minimum of four (4) hours labor, as defined in the current year manufacturer or other accredited flat rate repair manual.
  This coverage does not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the State Licensed / Licensed Repair
  Facility or the Administrator. No deductible will apply to this benefit.

  Under Desired Settlement the customer advised that they would like a refund.

  Cancellation refunds are processed through the seller in which the Agreement was purchased as stated under SECTION FOUR AGREEMENT GENERAL PROVISION; E. CANCELLATION; 1. The Agreement Holder may cancel this Agreement by contacting your issuing dealership. And; 6. All refunds will be issued through the Dealer from whom the Agreement was purchased. 

  Please contact our office if you have any questions,

   

• Initial Complaint

  Date:09/06/2023

  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've paid Endurance over $1,200.00 over the past year. Their policy clearly states that I could my choice of repair sources including a dealership. (Attached) When my dealer presented the repair costs for my vehicle Endurance denied the repair stating that I should take my vehicle to a "cheap" shop. Since this incident I have found massive amounts of complaints online about the scam auto warranty company.

  Business Response

  Date: 09/06/2023

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Smart AutoCare: 
  
  Smart AutoCare (***********************************************************************************************************************************************************) 
  

  Business Response

  Date: 09/22/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  In review of our records, we find no claim had been filed under the Agreement, nor had any calls been received regarding any issues with the covered Vehicle at any time since the purchase date of the Agreement on 2/1/2022. 

  Under the Agreement the Vehicle can be repaired by any licensed repair facility as outlined under SECTION THREE BREAKDOWN COVERAGE: 

  A. BREAKDOWN COVERAGE
  We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures in SUBSECTION B, IN CASE OF BREAKDOWN. We will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred, less the deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, We will pay up to the manufacturers suggested retail price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality comparable with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, We will pay up to the State Licensed / Licensed Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time guide. At the sole discretion of the Administrator, We reserve the right to request Your Vehicle be moved to another State Licensed / Licensed Repair Facility.

  The customer or licensed repair facility must call Ownershield to obtain authorization for repairs prior to any repairs being performed on the Vehicle as stated under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; 

  (4) You or the repair facility must call the **************** at ************ for approval prior to repairing or cleaning any parts.

  (5) You or the repair facility must provide an estimate of parts and labor costs in order to obtain approval. No claim payments will be made if the **************** has not issued a claim approval reference number prior to repairing, replacing, or cleaning any part.

  Ownershield, *** was not called prior to the repairs made to the vehicle, and had not been provided a repair estimate as outlined under Section 3; B; Numbers 4 and 5.

  As the repairs were not approved by Ownershield prior to the replacement of the parts, the claim would be non compensable under the Agreement as stated under  SECTION THREE BREAKDOWN COVERAGE; F. WHAT IS NOT COVERED; F.3. CONDITIONS NOT COVERED: This Agreement does NOT provide coverage under any of the following circumstances/conditions:

  (a) Any repair(s) and/or replacement(s) not authorized by Us prior to the commencement of any repair(s) or for loss, damage or expense arising from or incurred in connection with repairs performed without receipt of prior authorization from Us.

  Ownershield, Inc. is the Administrator of the Agreement, and does not receive any payments from the customer in conjunction with the sale of the Agreement. 

  For any issues regarding the sale, payments, or cancellation refunds of the Agreement, the customer will need to contact the Seller Endurance

  Please contact our office if you have any questions, 

   

• Initial Complaint

  Date:09/06/2023

  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 is a joke, my claim has been opened since June of 2023, with no response from anyone to get I taken care of. I have called the dealership has called multiple times and no one will do anything, they keep transferring us to the adjuster and he wont answer his phone you leave a voicemail and never get a return call. I am fed up with this now 3 months with no resolution or even a car, I will also be taking my complaints to the BBB, if nothing is resolved then I will be contacting my lawyer, I HIGHLY DO NOT RECOMMEND this business. Just an FYI when they comment back and say you can also send your concerns to an email address that does nothing and goes to them and the public can not see it. Why should I send my concerns to an email address when Ive talked with customer care and every person in this company besides an owner or VP. I expect a resolution fast!

  Business Response

  Date: 09/06/2023

  Good Afternoon ******,
  
  Dealer ***** Services is in receipt of BBB Complaint 20560016. 
  
  Upon review, the correct administrator is Ownershield, Inc. 
  
  Can you please readdress the complaint from DMS to OSI? 
  
  I appreciate your assistance, and please let me know if you have any questions, 
  
  *********************
  Compliance & Customer Advocacy Manager

  Business Response

  Date: 09/20/2023

   

  Ownershield, *** is in receipt of BBB Complaint ******** and provide the following information.

  On June 29, 2023 a claim was initiated for the following concerns:

  1. Customer states engine has knocking noise. Shop stated there is an internal issue, sounds like piston or lower end knock

  Ownershield called the Repair Facility to continue the claim on July 5, 2023, August 15, 2023, August 24, 2023, and September 6, 2023.  On each occasion a voicemail was left advising for the repair facility to return our call to continue the claim.  

  On September 7, 2023 Ownershield, spoke to the Repair Facility and advised that a full and complete estimate is required.

  On September 12, 2023 the estimate was received by Ownershield, and reviewed for coverage.

  On Sepember 12, 2023 the claim was authorized for engine replacement.

  On September 19, 2023 Ownershield received a revised estimate.

  On September 19, 2023 Ownershield resent authorization to the Repair Facility based on the revised estimate.

  Upon completion of repairs, Ownershield will promptly issue payment to the repair facility for authorized services.

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  Date:09/04/2023

  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.

  Dropped a car at the dealership to be repaired. Had repair insurance that is handled through this company. On 6/27/23 claim was initiated. Supplier delivered used transmission to a dealer. They installed it and the part was defected. A replacement was sent again and installed. Part was used and defected. We have no car for more than a month, no rental and no support from the company. We are being pushed from department to department without any timely resolution. constantly on a call because the proper agent is "busy".

  Business Response

  Date: 09/06/2023

  Good Afternoon ******, 
  
  Dealer ***** Services is in receipt of BBB Complaint 20553487. 
  
  Upon review, the correct administrator is Ownershield, Inc. 
  
  Can you please readdress the complaint from DMS to OSI? 
  
  I appreciate your assistance, and please let me know if you have any questions, 
  
  *********************
  

  
  

  Business Response

  Date: 09/18/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  On June 27, 2023 a claim was initiated for the following concerns:

  1. After performing the repairs technician found the car is still making noise.  Found the axle has bearing has play in the inner part of the shaft

  2. After replacing the axle the grinding noise is fixed, but there is a thumping noise from the transmission bearing.

  Ownershield advised that an independent third party inspection will be required as per the Agreement under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN ; 

  (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined
  that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.

  And; 

  (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so. We have no obligation to
  inspect Your Vehicle or to certify its condition before or after covered repairs are completed.

  Ownershield received the independent third party inspection report on July 25, 2023.

  Ownershield reviewed the report and authorized transmission replacement on July 25, 2023. 

  On July 25, 2023 Ownershield, Inc. ordered the transmission from our third party supplier as per the Agreement under SECTION THREE BREAKDOWN COVERAGE;

  A. BREAKDOWN COVERAGE
  We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures in SUBSECTION B, IN CASE OF BREAKDOWN. We will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred, less the deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, We will pay up to the manufacturers suggested retail price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality comparable with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, We will pay up to the State Licensed/Licensed Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time guide. At the sole discretion of the Administrator, We reserve the right to request Your Vehicle be moved to another State Licensed/Licensed Repair Facility.

  Ownershield received confirmation of transmission delivery to the repair facility on July 31, 2023.

  On August 10, 2023 Ownershield received a call from the repair facility advising that the transmission unit is defective.

  Upon completion of the call with the repair facility, Ownershield, contacted the supplier advising of the defective unit.  The supplier advised that a representative would contact the repair facility to initiate a warranty claim under the suppliers warranty 

  A second transmission unit was shipped by the supplier and installed by the repair facility.

  On August 28, 2023 Ownershield received a call from the repair facility advising that the second transmission was also defective.  Ownershield contacted the supplier and was advised that they will contact the repair facility to initiate a second warranty claim under the suppliers warranty.

  Ownershield contacted the supplier on September 18, 2023 and was advised that the third transmission unit was received by the repair facility on September 13, 2023.

  The customer is eligible for substitute transportation under Agreement SECTION THREE BREAKDOWN COVERAGE; 

  C. SUBSTITUTE TRANSPORTATION COVERAGE; If Your Vehicle requires repair due to a Breakdown, even when that part is covered by a factory warranty, We will reimburse You up to fifty ($50) dollars per day for every eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days. To qualify for the first day(s) reimbursement, the Vehicle must be inoperable or unsafe to drive requiring that it be retained by the State Licensed / Licensed Repair Facility overnight or the covered repair must exceed a minimum of four (4) hours labor, as defined in the current year manufacturer or other accredited flat rate repair manual. This coverage does not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the State Licensed / Licensed Repair Facility or the Administrator. No deductible will apply to this benefit.

  Upon completion of the repairs, the customer will need to submit rental receipts and proof of payment in order to receive reimbursement for the Substitute Transportation benefit as stated under Section Three, letter C.

  Please contact our office if you have any questions,

   

   

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  -provide rental until the car is fully repaired and completely cover it, since there is no guarantee that the third transmission is defected also.

  - Since dealer has a good transmission in stock that is **** branded have them install that one and cover the cost fully.

  - Since the car is at the shop for more than 1.5months and it is not my fault as a customer please cover the repair cost completely including all deductibles, considering inconvenience my family has due to defected parts.

  Thank you

  Business Response

  Date: 09/29/2023

   

  Ownershield, *** is in receipt of the customer rejection notice dated September 19, 2023.

  A Warranty claim was initiated by our supplier for the faulty transmission on August 29, 2023.  The suppliers warranty covered the transmission, labor to remove and replace the faulty transmission, and applicable rental.

  Ownershield, Inc. issued payment for the claim as initially authorized in the amount of $1,924.12 today September 29, 2023 upon completion of repairs.

  With payment, Ownershield considers this matter closed 

  Please contact our office if you have any questions,

  
  
  

  Customer Answer

  Date: 10/01/2023

  I am rejecting this response because:   

  Vehicle is picked from the dealer and after a day of driving the issue (noise) is returned. ****** told us to drop off vehicle on 10/2 again. The issue is not fixed. as far as rental - we were told over the phone that "per policy" no rental was allowed. We have requested full rental coverage since the issue is not in our control. Now since the car still has the same issue that transmission replacement should fix we need to understand who and when can issue us a rental car and cover the payment fully (including rental insurance) until our car is fully fixed and back to safe driving condition. 

   

  Business Response

  Date: 11/13/2023

  I attempted to respond to the customer rejection notice on ***************************** however it states that the link had expired. 
  
  The following is the update to the claim:

  Ownershield, *** is in receipt of the customer rejection notice to our response on September 29, 2023, and provide the following information. 
  
  On September 28, 2023 the transmission repair was completed with payment to the repair facility. 
  
  On October 11, 2023 the vehicle returned to the servicing repair facility for the following concern: 
  
  DRIVEN IN Customer States hears humming noise from the rear around 55 mph.  Found left rear wheel hubs has failed causing the noise(Correction) left rear wheel hub bearing NCC accident damage caused this failure this was found on inspection at last claim. 
  
  As the failure to the wheel hub was caused by collision, the failure is specifically excluded under Agreement Section F. WHAT IS NOT COVERED; F.3. CONDITIONS NOT COVERED This Agreement does NOT provide coverage under any of the following circumstances/conditions: (c) A breakdown caused by accident, civil commotion or riot, nuclear contamination, collision (including roadbed collision) or upset, glass breakage, earthquake, explosion, volcanic eruption, falling objects, fire or smoke, flood, fluid contamination, freezing, fuel contamination, fuels containing more than 10% ethanol, ************ with lower octane rating than required by the manufacturer, use of motor oil, or any other type of lubricant that is not recommended by the manufacturer hail, lightening, malicious mischief, oil contamination, theft or larceny, vandalism, water, water contamination, windstorm and other external forces or events. 
  
  The customer was advised that the claim is non compensable under the Agreement and advised that they would like to cancel the Agreement. 
  
  As per the Agreement, the customer was advised to contact the seller, per Agreement SECTION FOUR AGREEMENT GENERAL PROVISIONS; E. CANCELLATION; 1. The Agreement Holder may cancel this Agreement by contacting your issuing Seller. 
  
  Please contact our office if you have any questions,

• Initial Complaint

  Date:08/31/2023

  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.

  Contract No. SAPE2400718 VIN#: H1217491 2017 ***** Colorado Endurance Elite Member I reached out to Smart ********* immediately when my truck started overheating, with every intention of getting it to the ***** Dealership in *******, *****. I did everything by the book, making sure I adhered to Smart *********'s policies. They directed me to inform the dealership about my extended warranty and gave them their hotline numbers, ************ or ************. Simple enough, right?Wrong. What followed has been an exasperating game of phone tag between the dealership and Smart *********'s seemingly indifferent claims department. Despite my truck languishing in the shop since August 15, 2023, Ive had to chase both parties constantly for updates. While the dealership did their part, having an inspector over by August 21, this inspector seems to be dragging their feet on submitting a vital report. The claims department is no help either, failing to offer the inspector's contact or even a general timeframe for such processes.Now, here's the kicker. My policy apparently covers a rental, but with a laughable cap of only 10 labor hours. On top of this, I'm expected to wait, without coverage, for 2-3 days for a transmission shipment. The glaring lack of transparency on repair timelines is not just frustrating; it's downright unacceptable.As a single soldier, this isnt a mere inconvenience. Its debilitating. My truck isn't a luxury; its a necessity. And now, I'm bleeding money on Uber and rental expenses for almost three weeks. This situation is untenable. I'm not asking for special treatment, just the service and urgency anyone in my position would expect. It's time for Smart ********* to step up.

  Business Response

  Date: 09/22/2023

   

  Ownershield, Inc. is in receipt of BBB COMPLAINT ******** and provide the following information

  On August 17, 2023 a claim was initiated for the following concern:

  1. Customer states when driving rpms are between **** and ******************************************* the transmission is burnt and has debris, has a rough engagement in third gear.

  The repair facility was advised upon claim initiation that an independent third party inspection will need to verify the concern as per the Agreement under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN

  (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so. We have no obligation to
  inspect Your Vehicle or to certify its condition before or after covered repairs are completed.

  Ownershield received the independent third party inspection report on August 29, 2023. 

  Upon review of the independent third party inspection report, Ownershield authorized the replacement of the transmission.  Ownershield, provided the transmission unit to the repair facility through our supplier as outlined in the Agreement under SECTION THREE BREAKDOWN COVERAGE 

  A. BREAKDOWN COVERAGE
  We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures
  in SUBSECTION B, IN CASE OF BREAKDOWN. We will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred,
  less the deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, We will pay up to the manufacturers suggested retailv price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality
  comparable with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, We will pay up to the
  State Licensed / Licensed Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time
  guide. At the sole discretion of the Administrator, We reserve the right to request Your Vehicle be moved to another State Licensed / Licensed Repair Facility.

  As of the date of response, September 22, 2023, Ownershield has not received the final invoice for completed work by the repair facility.

  The repair facility will receive payment upon completion of repairs, and receipt of the final repair invoice.

  Rental reimbursement is provided as stated in the Agreement under SECTION THREE BREAKDOWN COVERAGE;

  C. SUBSTITUTE TRANSPORTATION COVERAGE
  If Your Vehicle requires repair due to a Breakdown, even when that part is covered by a factory warranty, We will reimburse You up to fifty ($50) dollars per
  day for every eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days. To qualify for the first
  day(s) reimbursement, the Vehicle must be inoperable or unsafe to drive requiring that it be retained by the repair facility overnight or the covered repair
  must exceed a minimum of four (4) hours labor, as defined in the current year manufacturer or other accredited flat rate repair manual. This coverage does
  not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the repair facility or the Administrator. No deductible will apply
  to this benefit.

  The customer must provide all substitute transportation receipts for review and reimbursement in accordance with the Agreement.

  Please contact our office if you have any questions,

   

• Initial Complaint

  Date:08/30/2023

  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 got a warrenty policy from endurance i was told and the policy stated 30 days or **** miles before the warrenty would take effect well my car broke down 31 days after the purchase of the policy and called them said yes it covered take to shop of your choosing to be repaired now they wont cover it. Because it hasnt went over the **** miles.

  Business Response

  Date: 08/30/2023

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Business Response

  Date: 09/25/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  On August 25, 2023 a claim was initiated for the following concern:

  1. Customer states -vehicle engine knocking and rattling

  The Agreement is subject to a validation period of 30 days and **** miles.  The Agreement was purchased on June 29, 2023 with an odometer reading of ******* miles, .

  The mileage listed at the time of claim initiation was ******* on August 25, 2023.

  As the vehicle had not been driven the required ***** miles from the time of Agreement purchase, the claim is non compensable due to the following exclusions as stated under:

  F.3. CONDITIONS NOT COVERED  This Agreement does NOT provide coverage under any of the following circumstances/conditions:

  (o) Any Breakdown occurring before Breakdown Coverage takes effect. Coverage begins upon the expiration of the Validation Period. Pre-existing conditions are not covered. 

  And 

  (r) Any PRE-EXISTING condition including any COVERED PART that was broken, worn beyond serviceable limits, or making noise at the time of purchase, or any component or system that was not functioning properly upon the first attempt to operate. 

  Please contact our office if you have any questions,

   

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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 wrecked my vehicle in early April 2023 and learned that my ********************** was through this third party insurance agency. I received a packet form the company and learned that ********************* was my claim adjuster. I reached out to her and was informed that she had most of the documentation needed, which she acquired from the fianc company, to process claim during our conversation on July 8th. I was kind of in panic mode because I struggle to understand the jargon form the information I had received. she assured me that I had plenty of time and that she was there to provide the support that I needed to which she failed to do. Long story short, by the time I go through jumping through the hopes this company wanted me to do, I learned that I did not jump fast enough because when I reached back out to her to check on the status of the claim she informed me that my claim had been closed and they were not going to pay the remaining balance of my totaled vehicle. this company puts demands on us consumers that are hard to navigate I believe because they no it will be hard to complete in efforts to not pay for the services we asked them to provide. My experience with this company has proven to me that GAP Insurance is a total rip off and they capitalize off of the money they receive and know they will not have to pay back.

  Business Response

  Date: 09/22/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  On May 19, 2023 a claim was initiated advising that the customers vehicle was declared a total loss on April 4, 2023.

  Ownershield advised the customer that the following documents will be required in order to process the claim as per the Addendum under 

  LOSS DOCUMENT PROCEDURES: In the event of a constructive total loss, you must notify and provide all of the following to our  Administrator,

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3. a copy of the accident/police report;

  4. a copy of your automobile insurance policy;

  5. a copy of the payoff from the financial institution/lender as of the Date of Loss;

  6. a copy of the insurance settlement check; and

  7. any additional reasonable documentation requested by our Administrator or us
  

  The Administrator will not obtain this information for you. The Administrator must receive this documentation within 90 days of settlement by your
  Primary Carrier. If you do not have primary insurance coverage, the Administrator must receive this documentation within 90 days from the Date of Loss. No waiver will be
  made under this Agreement if this documentation is not provided to the  Administrator within this stated time period. Reasonable access must be provided to the vehicle for inspection if required.

  As of the date of this response on September 22, 2023 Ownershield has not received all the documentation from the customer required to process the claim.

  Upon receipt of all the required documentation Ownershield will review, and if approved, provide payment to the leinholder as outlined under the Addendum.

  Please contact our office if you have any questions,

  Customer Answer

  Date: 11/01/2023

  I have submitted all documentation required to the company as they requested and I have not heard about the disposition of my claim. They had previously obtained the documentation and I was provided no guidance on where to obtain the information from dealership who had sold the company since purchasing the vehicle. How will I know if they have obtained all required documentation. They have failed to respond to the email that I sent with the last document they required?

  Business Response

  Date: 11/08/2023

   

  Ownershield, Inc. is in receipt of the customer rejection notice to our response on September 22, 2023 and provide the following information.

  Upon review of the claim, we show the following documentation is still required as of today November 8, 2023 in order to process the claim:

  1. Signed GAP claim form

  2. Total loss letter from the primary carrier

  3. VSC/ Warranty Cancellation information

  The customer must provide the aforementioned documents to ************************************ as soon as possible in order to finalize the claim.

  The customer may contact our GAP claims department at ************ if they have any questions regarding the missing documents.

  Please contact our office if you have any questions, 

   

• Initial Complaint

  Date:08/24/2023

  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 warranty for a full coverage of any repairs that my car would need in 2019 when I bought the car. It cost around $2500. My transmission went out on July 7 and I was forced to get it towed. I have been attempting to reach the warranty company for an update on my claim and the customer service department always tells me they will connect me to my adjuster, and I get hung up on. I have been waiting since July 7 to get it fixed and the customer service department always ends up stalling, being extremely slow and unhelpful, giving me incorrect phone numbers that lead me to nowhere and overall not doing anything to make progress on my claim. I have been ******* for over a month and it is extremely frustrating as I live far from the city and have no public transportation options.

  Business Response

  Date: 09/15/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ********, and provide the following information.

  On August 14, 2023 a claim was initiated for the following concern to the customers vehicle:

  1. Customer states took vehicle to ******* and stated need transmission no forward or reverse gears. Technician found transmission has possible internal failure, suspect planetary gear failure, fluid full.

  Ownershield advised that the transmission will need to be torn down to failure, and an independent third party inspector would be sent in order to confirm the failure.

  On August 30, 2023 the independent third party inspection was ordered.

  On September 5, 2023 Ownershield received the complete independent third party inspection report.

  Upon review, Ownershield authorized the claim for transmission replacement in the amount of $2,321.82

  Ownershield will promptly issue payment to the Repair Facility upon completion of repairs and receipt of the final repair invoice.

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  Date:08/23/2023

  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 an extended warranty on my truck through Endurance, which Smart ********* handles the claims. I had 2 motor mounts break which the dealership opened a claim on 8/1/2023. It took my service adviser 3 attempts and almost 4hours of being on hold before he could actually speak to someone. Smart Auto then stated they need to send an inspector to review repair, guaranteed within 2 days, which he didn't show until later on the 3rd day with was Friday. The inspector didn't submit his report for whatever reason until Monday. Which put me in the rental car for almost a week, before the dealership was approved to start the repair, which took an additional 2 days. Smart auto refused to reimburse for any of the other days where the delay was caused by their 3rd party vendor so I paid for 7days of a rental essentially for 2 days of work. *** service adviser had tried to get more days covered but was refused, I tried calling Smart Auto, spoke to a manager and was given the response, " we have no control over our 3rd party vendors and are not responsible for any delays caused by them" Which is just absolutely NOT acceptable

  Business Response

  Date: 09/08/2023

   

  Ownershield, Inc. is in receipt of BBB Complaint ******** and provide the following information.

  On August 1, 2023 a claim was initiated for the following concerns:

  1. Customer states vehicle feels like it is misfiring and shakes at stops.  Found vibration due to left and and right side engine mounts are broken. Replace left and right side engine mounts.

  Ownershield advised the Repair Facility that an independent third party inspection will be required as per the Agreement under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN ; 

  (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined
  that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.
  (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  Ownershield ordered the independent third party inspector on August 1, 2023.

  On August 7, 2023 Ownershield received the independent third party inspection report.

  Upon review of the  independent third party inspection report, Ownershield authorized the claim for covered repairs in the amount of $2,062.59 on August 7, 2023.

  On August 10, 2023 the final repair invoice was received from the Repair Facility, and Ownershield promptly issued payment for all covered repairs to the Repair Facility in the amount of $2,062.59.

  On September 6, ***************************************************** the amount of $49.76 for covered rental charges as per the Agreement under  SECTION THREE BREAKDOWN COVERAGE;

  C. SUBSTITUTE TRANSPORTATION COVERAGE
  If Your Vehicle requires repair due to a Breakdown, even when that part is covered by a factory warranty, We will reimburse You up to fifty ($50) dollars per
  day for every eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days. To qualify for the first
  day(s) reimbursement, the Vehicle must be inoperable or unsafe to drive requiring that it be retained by the State Licensed / Licensed Repair Facility overnight
  or the covered repair must exceed a minimum of four (4) hours labor, as defined in the current year manufacturer or other accredited flat rate repair manual.
  This coverage does not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the State Licensed / Licensed Repair
  Facility or the Administrator. No deductible will apply to this benefit.

  With payment to the Repair Facility for all covered repairs, and to the customer for eligible substitute transportation coverage, Ownershield considers this matter to be closed.

  Please contact our office if you have any questions, 

  Customer Answer

  Date: 09/08/2023

  I am rejecting this response because:   All they did was quote policy. What they didnt quote was that there is a 48hr SLA on the inspector showing up which was missed which then caused it to push into the weekend delaying the start of the work. Which put me in a rental a week before the dealer could even start the repairs. They should own that and reimburse me for the days missed because of their vendor. Also as on 9/8/2023 I still have not received reimbursement check. 

  Business Response

  Date: 09/11/2023

   

  Ownershield, *** is in receipt of the customer rejection notice regarding ******************** Complaint 20490081.

  The substitute transportation coverage provision can be located in the Agreement under SECTION THREE BREAKDOWN COVERAGE; C. SUBSTITUTE TRANSPORTATION COVERAGE
  If Your Vehicle requires repair due to a Breakdown, even when that part is covered by a factory warranty, We will reimburse You up to fifty ($50) dollars per
  day for every eight (8) hours, (or portion thereof), of labor time required to complete the repair, up to a maximum of seven (7) days. To qualify for the first
  day(s) reimbursement, the Vehicle must be inoperable or unsafe to drive requiring that it be retained by the State Licensed / Licensed Repair Facility overnight
  or the covered repair must exceed a minimum of four (4) hours labor, as defined in the current year manufacturer or other accredited flat rate repair manual.
  This coverage does not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the State Licensed / Licensed Repair
  Facility or the Administrator. No deductible will apply to this benefit.

  As stated in the Section Three letter C., This coverage does not apply to the time waiting for parts, services, weekends, or other delays beyond the control of the State Licensed / Licensed Repair
  Facility or the Administrator.

  Ownershield had issued the reimbursement for SUBSTITUTE TRANSPORTATION COVERAGE in accordance with the terms and conditions of the Agreement.

  Please contact our office if you have any questions,

   

  Customer Answer

  Date: 09/11/2023

  I am rejecting this response because:   Smart auto is not taking ownership of their vendor. They state they have a ***************************************************** this case, that didnt not happen and when I questioned them they stated they have no control over their vendor. Which may in fact be true but is not my problem. That is theirs. And they need to better manage they vendor contracts. This should not impact the customer. But in this case it has, it has led to a horrible customer experience and when they company is presented with an opportunity to correct they simply dont care to. Also I have not received any check for this and it has been almost a month

  Customer Answer

  Date: 09/30/2023

  I am not sure how you can say the company made a best effort to resolve. All they did was regurgitate the policy, not address the problem. I still havent received check and after talking to the dealership apparently the company was looking for more money stating they misquoted their parts price. That is just fraudulent!  I want this complaint to stay as unresolved to help future buyers to stay away