ComplaintsforPartners Alliance Corporation

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this extended warranty contract when I purchased my vehicle in April 2022. In December 2022 the vehicle on the contract broke down and was towed to a repair facility. The repair facility contacted extended warranty regarding repairs. The work was approved but extended warranty provided the engine. The engine was no good per the repair facility. Our adjuster recommended moving the vehicle to one of their contracted repair facilities that charging cheaper. The car was towed to the new shop after 4.5 months. The second repair shop completed an engine swap only for us to pick up the vehicle after 4 more months and the car broke down again and is still not functioning properly. Now the extended warranty says it has nothing to do with them. Why would you send my vehicle to a shop that botches repairs. Now the vehicle is sitting and needs 9500$ in repairs to get it running.

  

  Business response

  03/14/2024

  This *************** Contract is between the complainant and the obligor of the contract, *************************** **** Partners Alliance Corporation does not provide claims administration for this and acts simply as an agent. We reached out to ****************** Systems for a response to the complaint; please find their response below:

   

  Repairs were completed on July 29th 2023. We paid $12,328.00 to ********* and $11,700 to a third-party vendor for a replacement engine.
  The customer took possession of the vehicle and drove it.
  Subsequently,the customer experienced undiagnosed problems and took the vehicle to another repair facility, *** of *********.
  No additional claim was called to our claims department. We did, however, receive an email from the customer stating they had an issue with the previous repair and we instructed them to return to *********.
  We heard nothing further until March 6th 2024 when the customer called to ask why we wouldnt pay for another repair. We instructed the customer to return the vehicle to *********.
  Today, March 14th,due to this BBB complaint, we contacted the customer and were told by them that ********* would not guarantee their previous repair.
  Today, March 14th,we also requested the diagnosis the customer got, from *** of ********** and we will pursue the guarantee issue with Elite.  
  We will assist the customer in ensuring that all covered repairs we paid for are completed to our and the customers satisfaction. We understand that this has been a complex and frustrating process that we will work to resolve. 

   

  ****************** Systems is working to resolve the issue for the complainant. We trust that they will do all they can to resolve this issue.

   

  Thank you,

  Partners Alliance Corporation

  Customer response

  03/14/2024

  I have been in communication with ******************* from capital processing during the whole repair process. He is the one that requested an engine swap. The original diagnosis was a timing chain repair. The engine swap was completed in August 2023 from elite *** and i contacted ***** 2-3 days after we picked up the vehicle and informed him that the drivetrain malfunction light came on again and we took the car in to riverside ***. I have emailed him consistently since the engine repair was done and informed him of the issues with the vehicle. I have all of the emails to verify that.  We have contacted elite *** many of times and they will not take the vehicle back and now claim to be under new ownership. This vehicle has been out of commission since December 2022 and has cost be a couple thousand out of pocket due to the negligence of this company sending us to a repair shop that has horrible reviews and is no longer accredited with the **** Now I am stuck with a repair that is going to cost $9500 and Im still paying a car payment on a vehicle that does not run. I emailed ***** on 1/30/24 and provided the diagnostic report and a video of the faulty engine repair that was sent to me from *** Riverside and he stopped responding to my emails. This needs to be resolved immediately.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in July of 2023 I decided to cancel my gap insurance since I was anticipating to pay my car off earlier. I submitted my request for cancellation and I learned that a check for over $200 would be issued. So after a couple of months passed I never saw it reflected on my balance so I contacted Partners Alliance Corporation to inquiere about the status of the check. I was directed to contact a former employee of the dealership I did businesses with since the dealership went out of business a couple of years ago. After being back and forth with the former employee I was informed that he never received a check. I then went back to Partners Alliance and they confirmed the checks were never cashed but they would re-issue and send back to the dealership the is out of business. This time they gave me a different contact name as the previous person had stopped responding to my emails. This second contact they gave me never reply to my inquiry. Before they decided to reissue the check I requested from them to send my check directly to my lien holder but they ignored my request.

  

  Business response

  02/12/2024

  Our records indicated that the dealer ******** ******* was closing and that a employee would be handling refunds. Refunds were issued and sent to the address provided. On January 12, ****, we were informed that the former employee  did not handle the refunds and that a new person would be handling them. We discovered that our checks that were sent to the former employee were never cashed and we were instructed to send new checks. New checks were issued on January 12, ****. I have reached out to the new contact regarding the refunds and I was informed that she is awaiting approval to issue checks. She is hoping to get these refunds handled this week. I have made her aware that the customer is waiting for their $251.78 to be issued and requested a copy of the check to be sent to me. I will follow up at the end of the week if I do not hear from them.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed paperwork to get a refund on my gap insurance for paying my car off early. The loan was for 60 months I paid it off in 28 months. They are choosing to not respond to my messages or give me my refund I am ***********. I also would like a phone call from the company.

  

  Business response

  01/29/2024

  I spoke to the customer today and the issue has been resolved on our end. We were first unable to locate customer on our system, but found that the contract was entered with the co-buyers name. I explained our process as administrator; checks for refunds go to dealers, as they are the ones responsible for issuing refunds to the appropriate parties. The contract was cancelled on our system and the dealer was notified of the customers' refund in late November 2023. I also explained how the refund was calculated and sent the customer a specimen copy of the back of the contract. I believe the customer was satisfied and will continue to work with the dealer. 

  Customer response

  01/29/2024

  
  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

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 8th 2023 I purchased an auto from ************ in ***********, **. at the time of the purchase, a replacement theft warranty was bundled into the sale of the car. I was not allowed to purchase the car without this extra insurance package even though I told them repeatedly that I did not want this Afterwards, after reading about what ********** law allows and the consumer protections offered, I see that I can cancel this theft warranty package for a full refund within 30 days of purchase.I would like to cancel this warranty package (DAP00439433) with a full refund of $1,530. sent to my home address.Thank you

  

  Business response

  06/15/2023

  Good Afternoon,

  We have already discussed directly with the complainant and come to an understanding. In this case, a product was purchased from the dealership which comes with a limited warranty for which we are contracted as the administrator. Since the product was purchased from the dealership, any potential refund would come from the selling dealership themselves, since they are the ones who were paid for the product. The product was not purchased from **, so we are unable to issue a refund.

  If there are any further questions or information needed we will be happy to help. Thank you.

  Customer response

  06/15/2023

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

*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. ↩