ComplaintsforPortfolio

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Took my car to a **** dealership. The service contract company wont pay the service rate, anywhere around my area. They want to seventy five dollars an hour which not near the labor rate of two hundred and twenty five dollars. I have multiple phone calls in and they said thats all they are willing to pay.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company has failed to move forward on a vehicle repair claim for my 2017 Chevrolet Tahoe that was initiated on the 9th of November 2022. My service advisor has been telling me for three weeks that the claim is under review with no further action or details being explained to him on where or what is needed to move forward. I am starting to get the impression that Portfolio Service **************** is not willing to fulfill the agreement in the service contract that was signed on the 19th of December 2016 for the sum of around **** dollars to allow for the repair of the vehicle in a timely manner regardless of the recommended service schedule for the vehicle as it is driven under the normal operation conditions that the owners manual specifies. Where it is not specified that a component does not need servicing. But, Portfolio is requested paperwork for the service that does not exist for the operating condition for which its used. As of today 25 November **************************** the shop and the repair has not been started. As the shop is still waiting for Portfolio. As well as the shop is going to start charging me storage fees if Portfolio does not give an answer soon.

  

  Business response

  01/11/2023

  Hi *****, We appreciate your feedback and apologize for the circumstances that prompted your reaction. We were unable to pull up your records solely by your name. Please provide your contract number and/or your VIN so we may look into this for you. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/5/2022 I brought my truck to a repair facility - I supplied them with my contact information for Portfolio Extended HI-Tech extended warranty which I purchased when I bought the truck in 2018. It is still covered and 4 days later with no car (and I cannot get a rental car until the claim is approved) it is still under review. I have called the company more than 10 times. I have no car to drive no answers and it is just sitting at the repair shop.I purchased this truck at ******************* in ******, ** along with the extended warranty (subsequently I had a fall and suffered physical damage at this dealer) This led to a lawsuit and I can no longer contact this dealer. In September 2021 I had another claim and Portfolio agreed to a waiver of tie back on my warranty, Although for some reason Portfolio is telling me all different things from me contacting the dealer, the claim is in underwriting, that I am wrong and cannot see my contract from them. I am seeking help please to sort this out and get my truck fixed now and in the future as I have this warranty for another 35K miles

  

  Business response

  11/29/2022

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. The claim was approved and paid to the repair facility a couple weeks ago. Should you have any additional questions, please contact our Mechanical Claims Team Lead, ***********************, at ************.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Tried to cancel my gap insurance because of the total loss they say the policy does not cover if it's a total loss worse company to deal with they get zero stars and I'll never recommend them to any one

  

  Business response

  09/20/2022

  Hi *****, we appreciate your feedback and apologize for the circumstances that prompted your reaction. We were unable to locate a contract with the information provided. Can you please provide your contract number and/or VIN? 

  Customer response

  09/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am the co-signer on a car my granddaughter *************************** purchased in January. I insisted she get *** insurance as it is important have these types of protection. Unfortunately in May she was in a car accident where someone ran a red light and hit her totaling her car. We worked with our insurance to get most of loan paid, and they finally paid in July. I filed the *** insurance; however, a lot of what they needed could not be obtained until my insurance paid, and I did not realize I had to cancel a service contract I had with the dealership. I finally did that, and they knew from the paperwork I sent them it would take 4-6 weeks. I also have had nothing but trouble with them saying they can't read my documents when I clearly could. I finally had the ************ send me everything they had and sent that to them just to find out they closed the claim for inactivity which is NOT true. I have been sending docs and uploading doc. I want my claim opened and them to fulfill their obligation as an insurance company I paid for. I feel strung along, making payments so they have to pay less and it is unfair and deceptive the way they are going about it.

  

  Business response

  08/10/2022

  Hi *****, can you please provide the contract number and/or VIN so we may access the claim? We were unable to locate a claim with the information provided. Per our Final and Closing notice, claims will be closed if we don't receive all the required documents for your claim file within 60 days of the claim opening. The claim will be reopened upon receipt of all the outstanding documents. Most GAP contracts remain eligible for processing as long as we receive proof of loss no later than 1-year from the primary insurance settlement date. We apologize if our communication caused any confusion. 

  Customer response

  08/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased Warranty through Dealership on August 18, 2020 and the agreement was 4 years/70K mile warranty with Portfolio in the amount of $2608. I have never used the warranty and on May 11, 2022 I sold the vehicle and sent in a cancellation request to Portfolio. They informed me that my refund was only $312.94 and that they had in their system 4 years/50K mile warranty. I sent them the email communication that I had with dealership and with person who signed off on contract at dealership showing it was agreed 4year/70K miles and a copy of the contract I have. I requeseted to see what contract they have and have not recieved anything. Issue is I have provided proof with signed contract and email communciation between dealership that the $2608 was for a 4year/70Kmiles warranty. This company as of to date refuses to refund the correct amount.

  Customer response

  05/25/2022

  This is the correct company. If you look at attachment of emails the company name and Address matches. 

  

  Business response

  06/03/2022

  *******, we appreciate your feedback and apologize for the circumstances that prompted your reaction. Our records reflected the following timeline of events:
  
  05/11/2022:  You sent an email to our cancellation department, asking what was needed to cancel your contract. We replied with cancellation instructions.
  
  05/20/2022: We sent you an email confirming the contract was cancelled, and we provided a refund quote of $312.94. You replied making us aware of a discrepancy with the terms of the contract. The terms in our system were entered by your selling dealership.
  
  05/26/2022: You sent an email which was escalated to *********** ********** called you and discussed the discrepancy and how we can resolve this with your selling dealership. The updated term would yield a total refund of $1,206.42 and an additional supplemental check in the amount of $893.48. 
  
  We followed up with your selling dealership as well as you regarding the dealers processing time of your secondary check. Your selling dealership indicated they are cutting the check around June 10th.
  
  Should you have any additional questions, please contact me directly or please feel free to also discuss directly with the business office of your selling dealership as the refund is due from them.
  
  Thanks,
  
  *********************
  **************

  Customer response

  06/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  case number ******** at portfolio The portfolio has been in contact regarding my car to be fixed, and I had to tow my vehicle to another shop due to urgency and super late at night. and the shop did follow all the protocols and guidelines set by the portfolio's case handler and management to fix the vehicle at the sight, however, at the last time we were in contact they wanted to tow the vehicle back to the dealer designated shop. after a little argument, i have requested to do what they have instructed to do so. but now vp of the company or a person who is responsible is not responding to e-mails and voicemails. i have been car less for long time and it is causing me lot of issues. i have asked them to resolve the problem but even after 3 weeks no response or actions has been taken. i really need help. pls help

  

  Business response

  05/27/2022

  We appreciate your feedback and apologize for the circumstances that prompted your reaction.Portfolio Protection policies offer a lot of value and we understand it can be disappointing when coverage is not extended to meet your satisfaction.  Per our conversation, the tie-back is enforced. 

  Customer response

  06/01/2022

  i get that there is tie back,  and i even sent  you an email stating lets move forward. its been another month since. i need my car to be fixed and i need actions from your company to fix my car!! not just revert stating its tied back. 

  once again i need actions to get my car fixed !!!!! 

   

  pls answer the below 

  i need to know when you ******** the car out of the current location. 

  i would like to know the options but i wouldn't mind " ******************** address at **************************************************** phone number ************ this is from the list that i got from the dealer. 

  

  Business response

  06/09/2022

  The vehicle will need to be delivered to the selling dealer at the address listed on the front of your extended service contract. We recommend either contacting your insurance provider for towing, or referring to the towing language on your service contract. 

  Customer response

  06/13/2022

  i would need to have your claim approve number. 

   

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This warranty company is denying a claim. I have a binding contract for a powertrain warranty and they are not following through with it. They have most recently offered a ***** split on the cost, which is nowhere written in the contract and a sign that they know they are wrong Lour he used to be 100%They have had my vehicle in the shop for over a month, causing me to have $2000 in rental car fees.

  

  Business response

  04/22/2022

  Hello, We are in receipt of BBB case number ********. The claim in question, has been re-opened and is currently under management review. We will provide an update as soon as the claim status has been updated.   

  Please contact me directly at ************, if you have further questions.

  Sincerely,
  
  *************************
  VSC Claims Supervisor
  *************
  

   

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Cilajet and advised i had water spots on my paint and scratch on car and stain on interior seat and was told to work with *** to get a claim initiated and the dealership was not cooperative and was told to find 2 body or detail shops to work with to get photos and initiate a claim. I did not purchase this insurance so i can go find 2 companies to work with to do the work and the dealership is not willing to honor the claim.

  

  Business response

  03/21/2022

  Contact Name and Title: *********************, COO Contact Phone: ********** Contact Email: ***************** We contacted the customer to better understand the issues that he had experienced. He said that his major issues were related to exterior water spotting and interior staining. This complaint also mentions scratches (which is not a covered component of the protection or his warranty). However, he indicated over the phone, that this was not a concern. When he contacted the selling dealership several times, he did not receive calls back or the people that spoke with him did not have information to assist him. We also identified that his warranty is from Portfolio. When he contacted Portfolio, he was directed to work with the selling dealership to resolve his issues, but again, they were not helpful. We did inform ****************** that Cilajet is the product manufacturer, and cannot attest to the service of selling dealerships, and that if he has remaining issues with the dealership, he should direct the complaints to that dealership. In an effort to assist with ******************' issues, Cilajet is going to schedule an inspection/repair of his exterior issues with Cilajet's technicians, and will get in contact with Portfolio to assist with getting his covered warranty issues resolved in a timely manner. ****************** indicated that these efforts would resolve this complaint with Cilajet. We provided ****************** with a mobile number of our COO to assist in the resolution of his issues, and will continue to work with him until resolved. We did inform him that we cannot guarantee any other issues or statements relative to the dealership and/or service from the purchase of his vehicle, and that any other issues relative to the service of the dealership need to be directed to the dealership - Cilajet is the manufacturer of the appearance protection products.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** ******* 2016 on August 22nd, 2015 for $31,700 with an Insurance plan through Portfolio protection for an additional $1,995 service agreement price. Portfolio protection had committed to cover the cost of replacement for any part(s) listed within the purchased plan of coverage including the engine block and exhaust manifold. The nature of the dispute is that Portfolio protections will not cover any cost to the repairs of my vehicle because ******* *** claims that 2 missed recalls on the *** ******* have voided the Insurance policy of vehicle. There was no attempt to contact me whatsoever about said recalls, and as of December 25th, 2021 there are no listed recalls for the 2016 ******* * listed on their website. ******* *** is now charging me $12,371.56 for repairs, the majority of the price coming from the cost of the Engine block and exhaust manifold gasket which were covered under my plan. There was no attempt made to resolve this issue by either Portfolio protection or ******* ***. My Portfolio protection account number is **** ******.

  

  Business response

  01/11/2022

  January 11, 2022

  RE: Better Business Bureau Complaint No. ********
  ****** ****** Protection Extended Service Agreement # **********

  This letter is in response to the complaint with the Better Business Bureau NO.********. Our records
  indicate the purchase of a Portfolio Protection Extended Service Agreement, Plan CB-Wrap from
  ***** **** **** on August 22,2015. The Service Contract expires on August 22, 2022, or 100,00
  miles.

  
  We received a call from ******* ***, December 9, 2021, to report Engine seized after few seconds of
  starting. Unknown metal found in your engine, and corrective action will be to replaced engine.

  
  Under customer contract **********, PLAN CB COMPANION WRAP EXCLUSIONARY
  COVERAGE Includes all components covered under Plan B Exclusionary Coverage except
  Powertrain components listed under Plan P Powertrain Component Coverage above and items listed
  under “What Is Not Covered” below. Engine is Powertrain component, not eligible for coverage under
  customer’s contract.

  
  If you have any further question, please feel free to contact me, at ***************
  Sincerely,
  
  Kevin A******
  VSC Claims Supervisor
  ***** ********

*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. ↩