ComplaintsforBest Home & Auto

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 3rd, 2024, I was called by Best Home and Auto, asked to buy an extended warranty in CT ********* for my car, a used ********** Outlander 2017 SEL that I had taken ownership of on January 24, 2024. I agreed to a 30-day grace ****** during which I could cancel my membership in the CT ********* and receive a full refund of all payments. I was told on this phone call, which the Company claims was recorded, that my membership would begin once I confirmed with them my cars VIN number and current mileage. I never did either of these things, so my membership should have been voided. I sent the Company an email on April 24th asking to cancel membership and refund dues as was specified in the agreement we had whereby I would receive a full refund within 30 days (assuming my membership wasn't voided). I received no response to my email and was charged again despite our agreement entitling me to a full refund as this bullet point under the Membership Writing section specified:1.Your Club membership begins on the date you are enrolled, and services will continue for the term selected at time of enrollment, unless either you or the Club indicates, in writing, that membership is cancelled. And (2) this bullet point under Cancellation: 1.If You cancel Your Membership within the first thirty (30) days of its Effective Date, You will receive a full refund of the Membership dues You paid. After this I was asked by email to call the Company to cancel my membership. I complied and called them on June 26. They asked me to send an email to the same email address I had been in touch with, requesting cancelation and a refund. I again complied and received no response. In this email I confirmed, for the first time, my cars VIN Number (*****************) and its then-current mileage (****** miles). My account number for CT ********* was ***********. On my AMEX credit card, I was charged $125.00 on April 3, $162.92 on April 24, and $162.92 by Best Home and Auto on June 24.

  

  Business response

  08/06/2024

  Dear *****,
  We strive to ensure all our customers have a positive experience with our office, and to ensure your experience is nothing short of being positive, we deployed a thorough investigation into your allegations to see if we had failed you and how to make it right. Our findings are as follows:
  We received an email requesting that the policy be canceled on April 24th. One of our agents called you on April 24th and April 25th to confirm that you wanted to cancel the policy and not a family member or significant other utilizing your email address. However, upon calling the number on the file, our agents got the voicemail option, and voicemails were left to call us back. We did not receive a phone call.
  On April 26th, we received another cancellation request from you via email. Our agents called you to discuss this request. During our conversation, you agreed to defer the May payment, with the understanding that payments would resume in June as scheduled.
              Your monthly payment was processed on June 24th. Once again, we received another cancellation request via email on June 25th, and you finalized the cancellation on June 26th. The cancellation request was honored after verbally confirming with you, and your policy was canceled.
              While we offer a 30-day money-back guarantee, you agreed to resume keeping the policy active on the phone call on April 26th, which was still within your first 30 days since you bought the policy on April 3rd and finally confirmed the cancellation on June 26th. By June 26th,the 30-day money-back guarantee had expired, and there is no refund owed to you **************. 

  Customer response

  08/07/2024

  Because Best Home and Auto never had my VIN and mileage, the warranty was voided in the first place. I had not recalled this fact when I talked to a representative on April 26th. On this phone call, I asked multiple times whether my 30-day money back guarantee would go away if I 'deferred' my payment for *** and the representative did not answer this question directly, instead insisting that we can defer payment for now and I can call him if I'm still not interested in continuing membership. My questions were dodged and as someone who only recently became a new car owner, I naively assumed that the Best Home and Auto customer service representative would be helpful and accommodating instead of exploitative. Because of the deceitful manner in which Best Home and Auto communicated with me, and the fact that I never confirmed my VIN and mileage count, I should not have been charged at all and accept a full refund.

  Customer response

  08/09/2024

  
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I thought I purchase a warranty for my car and paid for it for 5 months took my car in for maintenance got a quote had a hard time getting in contact with the company when I finally did they told me they only cover oil changes I told them that when I signed up I had complete coverage a salesman name **** told me we'll come to find out it wasn't so I canceled my warranty and asked about my refund they gave me the run around claimed they paid for few things which they didn't I called dealer ship and they haven't received any money from them tried calling back no answer r put on hold for hours

  Customer response

  07/09/2024

  
  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,
  
  *************************
  
   
  

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