Complaints

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 11-16-2022 I had an appointment with dodge for my Durango it had a ticking noise they told me it was the camshaft so they got ahold of the warranty company for me they told dodge it would be approved but they need my oil change records. So I went and drop those off to dodge and dodge emailed the warranty company the copies of my oil change records. It is now December 1st and no one from the warranty company has responded to dodge and this whole time I have been without my Durango dodge has tried to contact them many times and no one has called dodge back or even me back. I just want my car fixed

  Business response

  12/08/2022

  Protective Administrative Services,Inc. (PASI) has received your email dated December 2, 2022, and forwarded to me for review and reply. PASI administers the Auto Car ***************************** ******** contract) that *************************** purchased from ************************ on September 10, 2020. We hope you find the following information helpful. 
  
  We have reviewed the claim and have determined that the claim has been handled and adjudicated correctly. After the repair facility initially registered the claim, the claims team made two attempts to contact ****** at ************************** Chrysler (repair facility) to continue with the claim process. He never returned their calls. A claims adjuster called again on December 6, 2022, and they were able to reach the repair facility. The claim was authorized for the covered repairs for $3,677.12 after the $100.00 deductible. The delay was due to the repair facility not returning the claims team calls to proceed with the repairs.
  
  By pointing out the foregoing, PASI and its affiliates do not waive, but specifically reserve, any and all rights and defenses they may have under the service contract and the applicable law.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 28, 2022 they said they would mail me a check for $******. The check never arrived. I contacted them on July 12, 2022. They said they would get back to me by the end of the next day. That did not happen. I waited an additional day, but I still did not hear anything.

  Business response

  07/15/2022

  This responds to your email dated July 15, 2022, addressed to Protective Administrative Services, Inc. (PSI) and forwarded to me for review and reply.
  
  To respond to the complaint appropriately, we will need further information. If Ms. ******** could provide us with a copy of the contract or the last eight numbers of the vehicle’s VIN, we can perform a more thorough search. Also, is this issue regarding a claim or refund.
  
  Ms. ******** may send the information to [email protected]. Once this information is received, we will be able to respond further.

  Customer response

  07/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: You have everything in email from me already. I have yet to hear back from anyone still.
  
  Sincerely,
  
  ********* ********

  Business response

  07/27/2022

  This responds to your follow-up email dated July 26, 2022, addressed to Protective Administrative Services, Inc. (PASI). 

  We cannot locate a contract for Ms. ******** using her name and address. We will need her contract number or the Vehicle Id Number (VIN) to review further and respond to her complaint.

  Thank you. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We need to know how to file a claim when more than one party is involved in the same repair. They can't tell us.

  Business response

  06/29/2022

  This letter is in response to your email dated June 23, 2022, addressed to Protective Administrative Services, Inc. and forwarded to me for review and reply.
  
  To respond to the complaint appropriately, we will need further information. We request that Mr.  ******* could provide us with a copy of the contract or the last eight numbers of the vehicle’s VIN.
  
  Mr. ******* may send the information to *************@protective.com. Once this information is received, we will be able to review and respond further.

*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. ↩