Complaints

• Initial Complaint

  28/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 26 I brought my car to the mechanic. The mechanic identified the issue and I called autopair. Autopair approved the work and advised to submit a claim. On October 27th the work was completed on my vehicle. On October 28th, I submitted the claim. Between October 28th, 2022 and November 18th, 2022 I repeatedly called, left voice mails and send emails asking for an update. I never got a response until Nov 18. The response only said: Claim>Not covered. There was no explanation or any reason. I have since requested more information and my requests are being ignored. I continue to call and email. The company can not provide a reason why the work on my car was not approved and therefore I would like the work that they originally approved as covered OR I want a FULL refund of $2,371.87. Preferably I would like to have the work covered. But as a result of the companies inability to respond to my request I have lost trust in their ability. Right now, it seems like a scam. But I literally have no information or contact with the company to know otherwise. Background I purchased the top tier warranty on January 29, 2021 and the warranty is still valid.

  Business response

  06/12/2022

  Firstly, unless the customer can demonstrate this otherwise, no authorization is given for any repairs before there is an actual submission of a claim (see section 7.2 of the contract).  Once received, our claims department proceed with their due diligence to determine the outcome of a claim.  In this case, the shock absorbers are NOT a covered component (see section 6.1 of the contract).

  Please find the warranty contract attached.  See sections 6.1 & 7.2 of the contract also illustrated below:

  6- EXCLUSIONS:
  IN ADDITION TO THE PROVISIONS PROVIDED ABOVE, THE FOLLOWING PARTS AND REPAIRS ARE NOT COVERED BY THIS WARRANTY NOR Wil l REFUSAL TO REPAIR SAME IMPLY A REFUSAL TO HONOUR THE WARRANTY PROVIDED FOR IN THIS CONTRACT:
  6.1 Diagnostic costs, manufacturer' s prescribed maintenance, tuning, shock absorbers, spark plugs, heading, alignment, wheel balancing, body parts, hoses, timing hoses (including timing belt and tensioners), satellite navigation system road layout system brake pads, discs, drum, exhaust system (including catalyst), manual transmission clutch lining, component for application of the delta clutch or hydraulic, injectors, flywheel, clutch release bearing, speed selector triangle, carburetor , throttle body/intake gas, pollution control system parts, cooling system arts (including radiator) engine oil cooler, transmission oil cooler, bolts, safety devices, air bags, mirrors, fuser glass, headlights, fuses, remote starter, antitheft system, battery, pinning, oils, fluids, freon, frame, tires, roof, paint, switches, switches not mentioned, modules not mentioned and any other parts not mentioned in Section 5 above. Workshop supplies are not covered.

  7.2 In the event of breakage, breakdown or replacement or repair potentially involving the application of this warranty, you must first obtain the authorization from a Autopair Warranty agent before proceeding with the repair of the Vehicle, and as soon as possible after knowledge of the breakage, breakdown or repair required so as not to aggravate the situation.

  In conclusion,  the customer proceeded with the repairs without our authorization and unfortunately the repair was that of non-covered parts resulting in a zero dollars claim payout.  We apologize for any delays that the customer felt was unacceptable.  We are inundated with sales, calls and claims but usually delays, mostly, are due to our inability to reach the customer's selected repair facility during our claims process.

• Initial Complaint

  16/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I think Autopair does not deserve 5 star rating due to poor customer service and False advertising:( I don’t think that most cases are approved within 6-12hours as stated in their website.) I bought my policy last August 5, 2022. I waited for my warranty card for a month but nothing arrived. I called last 27Sept2022 to follow up. I spoke to a person who took my personal details and assured me that I will get a call back within the day…nobody called back Followed up again last 19Oct2022, I spoke to a person again who does not “have access to my file as we are only offsite” so she took my personal details and assured me that I will get an email or a call back within the day…nobody emailed or called back So I called again the next day to follow-up but same info was given to me. Called 28Oct2022 to follow-up. Finally, an Alex K replied by email stating that the warranty card will arrive soon. I filed a claim last 5Nov2022 via email. It states that “Processing time: In most cases we are able to approve your claim within 6-12 hours.” For days, I did not get a reply back acknowledging that my claim was received. I called “claims department” followed up last 10Nov2022. Somebody answered and said “I do not have access to my file. So again I was told “I will forward your message and your info to our “claims department” and you will get an email tomorrow” Nobody emailed me back. I feel that there is somebody on the other end of the phone who is not writing things down. There was no “reference tracking number” of our conversation when I ask them. Also, no acknowledgement that an email was received and request is being processed.

  Business response

  24/11/2022

  After a deeper investigation into the complaint we have realized that the customer is correct.  There was a glitch in the Warranty Card issuing partner's system and no customers from Aug 2022 had their warranty cards mailed.  We are currently rectifying this issue.  A card is currently being prepared and sent to the customer.  As per her claim, again due to the glitch, the warranty contract was not found on the system and therefore was not able to be assessed.  Our Claim's Manager is personally handling the claim to assist the customer.  We apologize for the troubles we have caused.

  Customer response

  25/11/2022

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

  It does not clearly present a plan to 1) automatically log (like a logbook with reference numbers) email and phone communication to consumers as a sign that it has received a claim request (or complaint), and action to resolve has started. 2) to remove advertised claim of "6 to 18 hour response" to claim request until "recent metrics" can  actually support it. 

  Consumers like me rely heavily on BBB's rating, which is why i feel disappointed. I do appreciate looking into the glitch in your system.
  

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

  Business response

  06/12/2022

  We are working diligently in correcting this.

  Customer response

  15/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for your response. As of your reply last Nov 24, 2022, the warranty cards has been sent to policyholders and the glitch in the system was fixed. Just to let you know, no warranty card was received as of today. Provide tracking numbers to customers via email if you must, so customers can track it themselves. Please work harder to improve customer service.
  
  Sincerely,
  
  *** *******

  Business response

  21/12/2022

  We verified with the **** Warranty card provider and it was mailed to the address you indicated on the warranty contract.  Please call us immediately if you have not received it yet.  We can have a replacement sent out.  Thank you.

• Initial Complaint

  25/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In May 2020, I paid $900+tax for an AutoPair 2 year warranty on my 2010 ****** I never filed a claim until now, near the end of the warranty. I was supposed to be able to call AutoPair at their number, provide an estimate from my mechanic, and have AutoPair send me a credit in time to pay the garage. In practice, AutoPair did not answer their phone, did not return messages, and when after about ten calls I finally got through, sa general receptionist forwarded my call to Claims and it was dropped. This same process happened several times. Finally, I managed to speak to someone in Claims, who said they are very busy. A couple of days later, with the same telephone rigamarole, finally the agent in Claims says they can't pay most of it but might pay for one item; the Claims Manager would have to look at it. I have heard nothing since, and it has been almost 2 weeks. Their website did not work, and I could not access my account. ******************************************************************** It would be nice to have BBB help to at least get the common courtesy of an answer from AutoPair, stating with what they will pay, what they are not paying, and the reasons. Please let me know what you plan to do. Thanks

  Business response

  27/07/2022

  Business Response /* (1000, 12, 2022/07/11) */ Customer filed initially filed a claim where the repair and the component that needed repair were NOT covered components. Claim was denied. Then some later a second claim was filed for a component that was covered and the labor of which would have to be performed to repair the component that was not covered from the previously filed claim. The result was that since the customer would have to pay for the labor and parts to repair their vehicle (the first claim) Autopair Warranty approved the costs of the covered component of the 2nd claim. Consumer Response /* (3000, 14, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint dealt mainly with the lack of promised responsiveness. Because Autopair was untraceable as promised, I went ahead with expensive repairs, believing they would be covered. Not being a mechanic, I did not fully appreciate the fine print of what was covered or not. Therefore, because Autopair did not immediately assess the garage's proposal, as Autopair promised to do in its advertising, I spent $2500 I probably would not have spent on that car. Their response does not address this at all. Business Response /* (4000, 16, 2022/07/25) */ Autopair Warranty paid for the repairs (parts & labor) of the covered components listed in the coverage sections online on our website and as listed in the warranty contract. If the component is listed it is covered if a breakdown occurs. Consumer Response /* (4200, 18, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) See my previous rejection. I will not reply again. Autopair makes it sound easy to get an assessment, but it was anything but easy: non-answered calls; non-answered messages; put on hold; dropped calls after long waits; days waiting for emails to be answered, etc. - All while my car was sitting at the garage waiting to hear from Autopair. Recently, I could have renewed the coverage on one of my cars, but chose not to. They are too hard to deal with. I do not wish to pursue this further. Let BBB do whatever you do. I'm tired of it.

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty from this company March 18/22 , started having noice under the hood issues April 25th 22, warranty started on April 18th 2022 . Took it to see what was wrong with it to my local service they ran I diagnostic on it showing that there was an over boost on the turbo .. I have an invoice dating April 27th 2022 to support this . After a week and a half of trying to get in touch with someone from claims it's next to impossible to reach someone when it's time for them to pay (but they have no problem reaching out to you when they want you to purchase your warranty) ) , I was told today that they weren't covering anything because it was pre existing because I was at the shop on April 1st 2022 for an unrelated issue . And the service center made a mistake on the dates .. after finding my invoice from April 27th I sent it to them VIA email and called 3 more times with no response . I never even had someone from the company reach out to see if I needed a rental in the mean time even though it clearly states in the contract they cover up to 35$ a day for rentals . Very ************** that they don't reach out to you and you're always the one calling and you can't ever get a hold of them at this point it seems they're screening my calls and ignoring me

  Business response

  20/06/2022

  Business Response /* (1000, 6, 2022/06/02) */ We determined that the failure is due to a pre-existing condition from the diagnosis from the customer's repair facility that the customer themselves emailed to us. This diagnosis is attached and pls note the scheduled date of March 02nd, 2022 and the customer purchased a warranty contract on March 18th, 2022. Further, our claims department have been in constant and consistent contact with the customer and the customer's repair facility. Any delay that was caused was on the behest of the repair facility, they never returned our call to answer our questions. The few times we did connect it was further confirmed that this was a pre-existing condition. Consumer Response /* (3000, 9, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of these allegations are an outright *** , even the repair facilty told them it was the first time they seen the vehicle for the turbo issue ! The scheduled date was the program they use at garage facility and that was the last date it was in for an unrelated issue ! I purchased the warranty when the remaining dealer warranty was done and nothing more . They were not in constant contact with me which is ***** they garage even said they were next to impossible to get ahold of. The fact that they think I was driving around for over a month with a blown turbo is ludacris ! At this point even if they met in the middle a covered 75% I'd be happy Business Response /* (4000, 11, 2022/06/15) */ Unfortunately this is not a negotiation. We understand that you are willing to compromise on your end and are trying to receive some amount but our claims department has deemed this a pre-existing issue and so the claim was and still is denied. Once the repair is completed the vehicle maintains coverage as per the terms and conditions of the warranty contract. Consumer Response /* (4200, 13, 2022/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) How many other issues are you going to deem pre existing to get out of your obligation of providing my vehicle coverage ?? ************************************************************************************************************************************************************** ... one thing I can promise you is if I get denied any coverage again over some ** allegation your claim department makes it won't be the better business bureau this time it'll be in court ! As far as I'm concerned at this point is I'm out 2700$ dollars for purchasing this bogus warranty hope you prove me wrong ! Business Response /* (4000, 15, 2022/06/20) */ We will honor our contract as we do with all of our customers. We thank you for your trust in us. Happy driving!

*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. ↩