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:01/05/2023

  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.

  * **** ******** * **** ******** **** *** *** *********** *** ******* ** * ****** ** ** ** ******** ** ******** ***** *** ** ************* **** *** ******* ****** ** ********** ******* ** **** **** **** In summary: I am at my wits end with this business. ** ** ******* **** **** **** ** ********** ** ***** ***** ** *** ******* ***** **********. They make it extremely time consuming and frustrating to make any progress towards getting the warranty fulfilled just to deny your claim anyways. Just look at the other complaints. Other people have obviously had the same issues and the fact that every single business that I have went to for my warranty claim has refused to even attempt to deal with Sym-Tech is extremely telling. Do not purchase a warranty from them, it is simply a waste of money. BBB please help!

  Business Response

  Date: 03/05/2023

  Thank you for bringing your concerns to our attention. We take this matter very seriously and we have reviewed the information that has been shared.
  
  Unfortunately, as we have relayed to the customer on multiple occasions over the years, the customer is responsible for completing the required bi-annual rust inspections and submit them to us. To date, we have only received one in 2017. The inspections are a customer requirement clearly outlined in the contract. The rust inspections help to minimize the damage caused by the rust over time on the vehicle. If inspections are completed properly, rust concerns are caught early and repaired more effectively.
  
  Had the customer been able to supply the required documentation outlining the rust inspections, we would have certainly reviewed his contract/claim(s) for any rust perforation concerns that may be covered.
  
  While we sympathize and understand this is not the outcome the Customer was hoping for, we are not able to assist further.

  If there are any more concerns or questions about the coverage purchased, please feel free to reach out to us directly.

• Initial Complaint

  Date:26/04/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 used vehicle at **** *.’s in Peterborough Ontario and we thought their extended Simtek warranty, which I was told would cover everything on the vehicle other than tires, brakes, gaskets, and small incidentals. The warranty cost me almost $4000 in 2020. Since that time I have had to spend almost $2300 out of pocket on repairs that were not covered by the said warranty. I have been in contact with the dealership many times and since last October, November 2022, I have been dealing with the dealership to get a full refund on my warranty that I have not used as well as the money that I had to put out of pocket myself due to the warranty, not covering the repairs the vehicle that I bought a **** **** ****** has had nothing but problems since the day I bought it fuel pump, fuel lines, heating and cooling system. The sunroof among other things I am now being told that they have cancelled my extended warranty and that out of that over $6000 I’ve had to put out the Syntech warranty company is giving me back just over $400. I have never ever been treated this ******** *** *************** from a company who easily took over $40,000 of my money between the purchase of the truck and the extended warranty. I’ve had nothing but runaround after run around promises for callbacks that never came months and months and months of fighting for this. ***** ****** and Sym-Tech are the worst companies to deal with. Terrible customer service, promises that were not kept & being sold a truck that had a ton of issues and a warranty that covered NOTHING - told I was getting the Ultimate Warranty for just under $4000 when in fact the paperwork said Enhanced which more that 2 ppl at **** ****** informed me they have NEVER sold. I would never recommend either of them to anyone that I know and I really believe that something needs to be done about this.

  Business Response

  Date: 03/05/2023

  Good morning,

  Thanks for raising your concerns. We take this matter very seriously and we immediately initiated our investigation upon receiving this information. We are committed to rectify this issue. During our investigation, the Customer contacted us directly and we are now working directly with her and the selling Dealer to resolve the issue to her satisfaction.   

   

  Customer Answer

  Date: 05/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When I purchased my vehicle, I purchased a Sym-Tech rust protection package. The coverage was a lifetime warranty against rust. I took the vehicle to a dealer for inspection and they submitted a claim on my behalf to Sym-Tech. The cost of repair was $799.25, performed November 19, 2021. Sym-Tech claimed the vehicle was only worth $400 and they would only cover that amount of the repair. I contacted them several times to dispute their valuation of the vehicle and to get an explanation of how they determined the value. They were slow to respond and never provided full details other than they use the Canadian Black Book value. The black book did not have a value for my year of vehicle so they used a depreciation rate of 22% per annum, stating that was the average depreciation of the previous 5 years from the latest year that was valued for my model. I provided several sources that valued the vehicle above $800. These sources were ignored. I was never provided any detailed information by Sym-Tech to back their valuation. It seems they decided $400 was all they wanted to cover and they fit the calculations to that number. I have several issues with their method of valuation. 1. $400 is less than the scrap value of pretty much any vehicle. 2. Vehicles do not continue to depreciate at the same rate year after year. Taking a 5 year average of the previous years of newer vehicles and applying that at the same rate to older years is flawed. The newer the vehicle the greater the depreciation from one year to the next but that slows each year and is not constant.

  Business Response

  Date: 10/01/2023

  Thank you for bringing your concern to our attention.
  

  Our investigation into this matter confirmed the original claim was approved for $400 on September 9, 2021 and this Better Business Bureau filing was submitted on December 28, 2022; 15 months after the claim approval. 

  We understand that the resolution of this claim wasn't to your satisfaction due to the valuation methodology explained by our Claims department on multiple occasions; the most recent being on February 28, 2022. That being said, as a goodwill gesture, we would like to extend to you the balance of the repair cost of $399.25. 

  A member of our management team will contact you before the end of the week to discuss the details.

  Customer Answer

  Date: 10/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******6, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:30/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an extended warranty on my used car through the dealership. The warranty product is called i-Select Plus and is provided by Sym-Tech Inc. It provides two coverages: repair claims and roadside assistance. The contract says roadside assistance (towing) coverage is North America. Recently I required a tow in Toronto and was denied. The explanation was that I broke down in a restricted zone, and they did not have a towing partner available that was authorized for the restricted zone. They denied me a tow. As a result the MTO towed my car at a cost to me of $700. When I called back roadside assistance, they told me to call the claims department. When I called claims, they told me to call ********** Corp in Florida (***********) but they only handle claims. Basically no one will answer any of the following questions - why was I denied a tow if I broke down in North America, how do I submit my bill for reimbursement, what is their actual towing coverage map, would I be denied a tow if I broke down again in a restricted area of Toronto, would I be denied a tow anywhere else?

  Business Response

  Date: 05/12/2022

  Thank you for bringing your concerns to our attention.
  We take this matter very seriously. We have already started our investigation. We are also reviewing the information we just received from our Roadside Assistance Provider. They confirmed that a partial refund ($150) was already processed. This said, we would like to extend the Customer with a full refund for this inconvenience. A member of our management Team will contact the Customer before the end of the week to discuss the details.

  Customer Answer

  Date: 05/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:14/07/2022

  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.

  I purchased a rust and paint protection insurance through my dealer in 2019 for my new car. Last week, i went to my dealer to report some paint chips off the hood and paint scrape above the back wheel of the passenger side. The dealer took pictures of the damage and I got an estimate from a dealer selected place. Unfortunately, Sym-tech refused to honor the warranty claiming that is not covered, where it is clearly the purpose of their so called Sharkskin paint protection is such damages.

  Business Response

  Date: 04/08/2022

  Business Response /* (1000, 5, 2022/07/20) */ Thank you for raising your concerns. The Sharkskin paint protection purchased is limited to loss of gloss, fading or permanent damage from tree sap, bird droppings, bugs, industrial fall-out or oxidization. The following concerns included with the claim are not applicable to the purchased coverage, impact damage to door and door handle. Additionally, the single stone chip with no rust present on the hood, falls well under the minimum requirements of Surface Rust in order to be eligible. Lastly, all areas of concerns that are caused by impact are excluded from coverage. Kindly refer to the list of exceptions as well as the General exceptions. Our Sharkskin Paint protection coating would not prevent these concerns from occurring. While we sympathize with Mr. Rammel and understand this is not the outcome he was hoping for, we are not able to assist further. In the future if there are any more concerns or questions about the coverage purchased, please reach out to us directly.