Complaints

This profile includes complaints for Gold Standard Automotive Network, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gold Standard Automotive Network, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gold Standard Automotive Network, Inc.

  PO Box 260 Draper, UT 84020-2012

  
• 

  Gold Standard Automotive Network, Inc.

  PO Box 1322 Draper, UT 84020-1322

  

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:03/13/2024

  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 the highest level available for a vehicle at the same time I purchased a warranty. This warranty is supposed to cover nearly everything wrong with the vehicle except for wear items like brake pads and so on. This warranty costs 5k$. I purchased the warranty and had the vehicle delivered to me in New Orleans. A few weeks ago the truck broke down at a gas station. I had to have it towed to a local ford dealership to start fixing the truck. It he truck needs 10k$ worth of repairs, not related to an accident. I recieved the invoice. The dealership contacted gold standard network and started a claim. It was immediately denied and gold standard isn’t going to repair the vehicle. Initially it was because of hear were “pre existing conditions”. Nothing that suddenly happens when you at at a gas station is pre existing. Then they changed their answer and said it was because it has some “throttle device” on it. The truck has been mine for less than 90 days at the time, I have not changed or modified the truck. They offered to cover the vehicle and took my money in the condition the truck was in, then it developed problems after that time. These are not pre existing conditions. The truck broke and this is what needs to be fixed. It is not being abused, or taken off road. People buy these contract and extended warranty’s in good faith like I did. They need to fix the vehicle.

  

  Business Response

  Date: 03/26/2024

  Hello
  ********* ******, we have looked into your claim and found that your claim was
  denied due to Modifications and pre-existing failures. If a vehicle is modified
  it does not qualify for coverage. That being said your dealer's sales agent
  requested that we allow the vehicle and that we offer a goodwill authorization
  of $2500 to assist with the repairs, which we did. If you would like to cancel
  your contract for a full refund, please submit the request in writing to ****************************************** and we will expedite that for you. If you choose to cancel your contract the
  goodwill authorization will be rescinded. I have attached a copy of your
  contract and have highlighted the section that states in 3 separate places that
  we do not cover modified vehicles. There were also parts of the claim denied
  due to no failure and as I mentioned pre-existing. I have also highlighted the
  pre-existing statements in the contract.

• Initial Complaint

  Date:03/22/2023

  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.

  During our ice storm in January, the 4WD High of my vehicle was malfunctioning. I also have cracked corners on my display screen but it appears to be damaged from the inside. I took it to a repair shop & Gold Standard had authorized the replacement of the differential for a used one that cost $795 when the cheapest the shop could find was $1500, pay an hourly rate of $100/per hour while the shop’s rate is $160/hour-comparable to our area’s hourly rates, but they pay $135/hr for OEM facilities, wherein the Cadillac dealer I take my SUV to does not accept non-Cadillac extended service contracts, and completely denied coverage for the display unit because I don’t have ‘Hi-Tech’ coverage. I paid $4.259.00 for this extended service contract and it is like pulling teeth to get them to cover anything. I purchased this contract when I refinanced the vehicle and all I have to show that I have a contract is the application. When needing coverage, all these clauses in the contract are verbally being advised to me by the customer service representatives, when the company as a whole has not sent me anything to provide my coverage.

  

  Business Response

  Date: 03/23/2023

  Hello ******, we do not show that you are the contract holder,
  however, we are still happy to answer your complaint. ****** ***** purchased this
  service contract in December of 2020, at which time he would have read through the
  service contract and upon signing the contract agreed to the terms and
  conditions of the contract. The labor rate was authorized as per the terms and
  conditions of the contract. As for the Differential/Transfer Case, we supplied
  your repair facility with the website where the adjuster located the Like,
  Kind, Quality Differential/Transfer Case. Please note that the authorization
  amount is what is deemed the value of the component, you are not required to
  use the vendor we sourced the part from, you can always use the authorization
  towards betterment and go with a new component, the difference in the cost vs
  the authorization is the customer’s responsibility.

  
  Regarding the 2nd part of your complaint about
  claims coverage. You have had 3 previous claims, and all have been approved according
  to the terms and conditions of the contract. The total paid for the 3 prior
  claims is $2,978.97. If you have any questions, we are more than happy to discuss
  them. Please note, we have approved all of your claims per the terms and
  conditions of the contract therefore no additional coverage for the most recent
  claim is available. Attached is a copy of the contract with the sections
  pertaining to your current claim (labor and the Hi-Tech option) highlighted for
  you.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My husband has received nothing but the first page when the contract was signed. The shop showed me that there was no place listed where the $750 differential could be obtained from. I wanted to contact the vendor to verify the condition of this $750 differential, to advise me as to whether or not it is comparable to the part my vehicle currently has. The $1500 differential has 90,000 miles on it and it is more than double the price of the invisible part the adjuster listed on the authorization to the shop. My 2018 Cadillac Escalade ESV 4WD has 77,000 miles. 

  
  

  Regarding the previous repairs, I had simply paid the shop the excess of what Gold Standard had authorized because it is not their fault that Gold Standard doesn’t take the area flat rates for labor into account, even though Gold Standard is not accepted at the Cadillac dealer I would’ve otherwise used. The basis of my decision to tell my friends and family about how my experience has been owning a Gold Standard extended service contract ill greatly be the determined on how you can make good on my husband, ****** *****, not having had received nothing more than the first page of the agreement when the Escalade was refinanced. As a service writer at a nationwide collision company, I will ensure I tell to speak the truth. 
  

  
  

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/26/2023

  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 refinanced a car loan through a company called Vintage Re Finance, one of the loan requirements is to have warranty coverage for transmission for the term of the loan that is paid in full. I recently had an issue with my vehicle that was diagnosed at the Toyota dealership, that determined Transmission repair or replacement. The warranty was purchased with GOLD STAND AUTOMOTIVE NETWORK which send an inspector out to determined if coverage for the work was needed. GOLD STANDARD AUTOMOTIVE denied claim coverage cited air in not evenly distributed in all car tires, and tire threading are not all evenly worn on vehicle ,all tires are not even symmetrically. Flimsy excuse for not covering a claim, of course they are paid upfront all dollars amount $4,587 plus interest incur over the term of the loan. Consumers need to be aware and educated of their tactics. I hope this information can assistant consumers with their decision moving forward.

  

  Business Response

  Date: 03/09/2023

  Hello ***** ******, We have reviewed your
  claim and found that the transmission claim was denied not because of the air
  in the tires not being the same but because you have 3 different tire sizes on
  your vehicle which does affect your transmission. The OEM tire size is
  245/55/R19 and you have Front 255/50 R19, Left rear 245/55 R19, and Right
  rear 235/55 R19. Unfortunately, because of the failure to maintain the
  vehicle per the Manufacture's guidelines, we could not cover your
  transmission claim. If you would like to appeal that decision it would require
  the repair facility to teardown the transmission to determine the exact cause
  of failure, the contract does not cover this cost, so the decision is up to you.
  If you would like to proceed with this route please let us know. Attached is a
  copy of your contract that the vehicle must be maintained per the Manufacturer's guidelines to remain eligible for mechanical benefits.

  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: ********
  
  
  
  I am was not given a option of rejecting or accepting, a proposal was never offered, only a denial of claim, which is  customary for Gold Standard Automotive and other companies in the Warranty coverage business, Always accepting payments from customers who is always at their disadvantage Gold Standard Automotive had no intension of ever covering any claims for the transmission warranty I purchased in full amount dollars  upfront. This  unscrupulous practice need to be addressed and investigated by FTC without future delay. I will be also  bringing this claim to their attention along with other measures until satisfactory service is rendered. 

  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 03/15/2023

  Hello *****, After reviewing the last few phone calls you had with customer service and the claims adjuster they were not given the opportunity to let you know you can always request an appeal if you disagree with the denial. If you disagree with the denial and feel that having 3 different tire sizes on your vehicle did not contribute to the failure we are happy to re-open the claim for you. This will require your repair facility to teardown the transmission to determine exactly what failed and if that failure could not be impacted by 3 different tire sizes then your claim would be approved up to $6000 (contract limits). Please be aware that the cost of the teardown is the customers responsibility. If you would like to appeal the claim please call ###-###-#### and speak with the claims adjuster and let him know you want to appeal the denial and he will get the ball rolling for that. If you have any other questions please don't hesitate to call.

• Initial Complaint

  Date:11/29/2022

  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 11/05/22 a Limited Lifetime agreement. Several attempts made to contact Gold Standard with no success. Contacting to verify what is covered and who in my area accepts this as per the paperwork only shops approved by Gold Standard are acceptable. So far none i have contacted do.

  

  Business Response

  Date: 11/29/2022

  Hello ******* - We have checked all email accounts all phone records and cannot find any emails or phone calls, we would like to look into this further so please forward all of your email attempts to ****************************************************** and please include any phone number you called from so we can check those records, the phone number on file and the one listed in the complaint have no calls, it would also be helpful if you can supply the # you called us at.

  We have a list below of all of the service centers in **** that we have worked with in the past. Gold Standard will work with any service center that accepts payment via CC over the phone, email or fax. If you chose to use a vendor like ******* whose corporate policy does not allow them to accept payment via phone, email or fax, you will have to submit those receipts for reimbursement.

  If you need further assistance please call ************ and speak with a customer service associate, they are always happy to help search other 

   

   

  Service Center Name Address   City   State    Zip    Phone #
  *********** 1625 ********************** **** ** 76710 **************
  *********************** Auto 1125 **********. **** ** 76701 **************
  ********************* 1601 **********, **** ** 76712 **************
  ***************** 1701 ********** **** ** 76712 **************
  ********************************* 4600 ********* **** ** 76710 **************
  ***************** 1701 ********** **** ** 76712 **************
  Goodyear 5601 Bosque Ave **** ** ************************************************************************************************************************************************************************************************************************** 76710**************

• Initial Complaint

  Date:11/06/2022

  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.

  Gold standard did not want to cover any repair in warranty period water pump was a covered repair they said no it wasnt . Clearly in contract it did. Payed outta pocket .. had bumper to bumper coverage transmission went out once again they denied a claim . Only wanted to pay ***** for a ***** repair when they should of honor the contract an covered it fully this company a total scam payed ***** dollars for nothin.. i contacted my lawyer an an the very least there givin half the money back . Gold standard on leavin customers hangin with huge repair bills. But quick to take your money

  

  Business Response

  Date: 11/06/2022

  I am sorry but we do not have a contract under the name of *****************************.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18364850
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** the contract covered a 2013 buick enclave contract was under ****** *************************** and ********************************* in ********* ********** 

  

  Business Response

  Date: 11/08/2022

  I am sorry but we are still unable to locate a contract in either name. Please provide a copy of the first page of the contract that includes the contract number and customer information.