Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a loyal customer of ******************** for 5 years, paying monthly premiums of $97 without fail. At the start of the contract, only ******* miles. Recently, I filed a claim for a transmission repair for my 03 ***** Accord EX with less than ******* miles. The repair was assessed by ****************** Repair Shop on ******************** in ***********, **, an excellent local repair shop that has been in business for over 30 years and is my trusted expert on my *****. Despite their recommendation for a re-manufactured transmission, Toco Warranty offered only $1,375 against the repair shop's quote of $5,600. This offer is inconsistent with the provisions of my contract & does not reflect the true cost of the necessary repair. According to my contract, the lowest cost to Toco Warranty should be capped at $15,000 or the car's value for repair costs. My car is valued between $1,700 to $2,050 according to KBB, yet Toco Warranty's offer is only $1,375, leaving a mystery that even Scooby-Doo couldn't solve, as to who would be financially responsible for the balance of $4,400. With the looming international tariff disputes, the cost of car parts is expected to rise, making this issue even more critical. As a loyal customer who has paid monthly premiums for 5 years without filing any claims, despite having opportunities to do so for repairs such as the water pump and catalytic converter, I find this decision deeply unfair. Given my history, I believe I should be entitled to some ***** in paying for the repairs, minus the $100 deductible, or at the very least, the balance of $4,400. I rely heavily on my vehicle for daily transportation and have been forced to depend on others for rides. Having experienced the challenges of public transportation for many years, I'm not trying to go back to that situation. The ************** of potentially losing my reliable transportation are overwhelming. I urge Toco Warranty to reconsider their offer and prioritize customer loyalty over profits.

  

  Business Response

  Date: 04/09/2025

  First, thank you for being a loyal Toco customer for the past five years. We truly value long-standing relationships like yours, and we're very sorry to hear about your recent experience with your transmission repair ********* love the opportunity to take a second look at your claim. We will have a supervisor reach out to you for further assistance.We understand how important your vehicle is to your daily life, and we recognize how frustrating it must be to feel that your coverage fell short when you needed it most. Were also grateful youve maintained your policy consistently and have trusted us without filing prior claims.

  Regarding the claim amount: Toco plans cover repairs based on the terms outlined in your contract, which includes labor and part allowances that align with industry standards for fair and reasonable pricing. In some cases, especially with older vehicles or specialty parts, there can be a gap between whats covered and the estimates provided by certain repair shops. We absolutely recognize how this can cause confusion and frustration, especially when you have a trusted mechanic providing a higher quote.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/2024, I notified Toco Warranty about my check engine light coming on and they told me to take my vehicle to a mechanic shop. After the diagnostic, the adjuster came out on 7/19 after failing to communicate with the dealership and myself prior to (gave dates of when he would come but never showing up). I continuously called **** helpline to receive an estimated timeline. On 8/20, **** notified me that I would to submit oil change receipts. I was very happy to do so, thinking that would help speed up the process. Once the receipts were submitted, they called again in regard to a missing receipt between *********. At the time, I provided a receipt. **** claimed it was unverifiable. Senior advisor decided to push it through but now Toco is calling me again (after 4 months of not having a vehicle) to say they arent able to proceed due to the missing receipt. They have closed my case without notice and are not communicating any issues with the dealership, which has left me with a ticket to pay due to **** not honoring their original decision.

  

  Business Response

  Date: 11/18/2024

  **** is committed to providing customers "Best in *************** ensuring that all actions taken do right by our customers, colleagues, and company. **** strives to find ways to approve claims, but all claims must be verifiable and in accordance with the agreement between **** and the customer. **** must have evidence to support claim payment and in some cases may request maintenance receipts that show the customer has taken proper care of the vehicle and performed maintenance as described in the owners manual. The owners manual specifically outlines what vehicle owners must do in order to keep the vehicle in proper running condition. This is disclosed to the customer multiple times during enrollment and outlined in the contract, stating: 

  "MAINTENANCE REQUIREMENTS
  You must have Your Vehicle checked and serviced in accordance with the manufacturers recommendations, as outlined in the Owners Manual. NOTE: Your Owners Manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the maintenance schedule that applies to Your driving habits and climate conditions. Failure to follow the manufacturers recommendations that apply to Your driving habits and driving conditions may result in the denial of Coverage.
  
  It is required that verifiable receipts showing the maintenance(s) performed, date and mileage when services were performed be available for the service work performed on Your Vehicle. If You perform Your own service, You must retain verifiable receipts proving purchases of all required parts and materials necessary to perform the required maintenance; confirming the date and mileage for the services performed. Maintenance and/or service work receipts will be requested should the Administrator determine them to be relevant to the repair(s)."

  In this instance, Toco was not able to verify the accuracy of receipts submitted. Unfortunately the receipts received were not verifiable. Toco attempted to reach the shop/person who was responsible for the services, but were unable to reach them after multiple calls.

  **** is committed to working with customers to find ways to get claims approved and seeks all methods to do so. If the customer would like to assist us with this, they are welcome to call in and speak to a supervisor. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22370495
  
  I am rejecting this response because:
  I received a phone call from Tocoand they inform me that the Senior Adjuster had pushed my claim thru and that they were just waiting on the dealership to break down the motor so that he could see it. This breakdown was the second breakdown of the motor. My car had already been at the dealership months before the second breakdown which meant I did not have any transportation during this time. After the adjuster finally made it and observed the vehicle, we waited two week or three more weeks before Toco informed the dealership that they were waiting for me to send in my maintenance records! Unbelievable after 5 or 6 months, we starting this process over again and all of this for a timing chain that broke. I starting feeling as if i were scammed and this was not even a real business, just some con artist that have been taking my money.

  Sincerely,

  ***** ********

  

  Business Response

  Date: 12/05/2024

  **** is attempting to assist the customer. The original denial is just and in accordance with the contract, however **** is attempting to provide a better customer experience with the attempted assistance. If the customer does not want **** to intervene further then the process can be stopped. The customer is recommended to call in to provide further advisement. 

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 9-17-24 I SPOKE WITH MY ACCOUNT MANAGER: ****** AT TOCO WARRANTY REFERENCE TO CANCELLING MY AUTO WARRANTY FOR MY 2007 CHEVROLET EQUINOX. WE SPOKE ABOUT THE CANCELATION AND ****** ASSURED ME THAT THIS ACCOUNT / CONTRACT # ********** WOULD BE CANCELED AND THAT NO FURTHER PAYMENTS WOULD NOT BE DRAFTED FROM MY BANK ACCOUNT IN THE AMOUNT OF $79.86 WHICH HAVE BEEN AUTOMATICALLY SET UP FOR WITHDRAWL ON THE 1ST OF EACH MONTH. SINCE MY ACCOUNT HAS BEEN ALREADY PAID IN FULL FOR THE MONTH OF SEPTEMBER, ****** STATED TO ME THAT THE WARRANTY WOULD STILL BE IN EFFECT UNTIL OCTOBER 8TH AFTERWARDS TOCO WOULD SEND ME A CONFIRMATION STATING THIS ACCOUNT HAS BEEN CLOSED. ON YESTERDAY I RECIEVED A PAYMENT REMINDER EMAIL SAYING THAT THE AMOUNT OF $79.86 WILL BE DRAWN FROM MY CHECKING ACCOUNT ON OCTOBER 1ST. TODAY I CALLED **** IN AN ATTEMPT TO MAKE CONTACT WITH MY ACCOUNT MANAGER ****** ON THIS ISSUE. THE **** SAID ****** WAS NOT AVAILABLE AND THAT HE WOULD CALL ME BACK. A FEW HOURS WENT BY NOT HEARING FROM ****** SO I CALLED BACK, IT WAS THEN THE **** TOLD ME THAT ****** WAS OUT OF THE OFFICE FOR TODAY. THE *** SAID THAT SOME ONE FROM THE CANCELLATION ***** WILL CONTACT ME SOME TIME TODAY TO GO THRU THE CANCELLATION PROCESS. THIS IS UNACCEPTABLE BECUASE MY ACCOUNT ACCORDING TO ****** WAS AREADY CANCELED ON THE DAY WE SPOKE ON 9-17-24, WE ARE 5 DAYS AWAY FROM OCT. 1ST AND THEY ARE ABOUT TO CHARGE MY BANK ACCOUNT AGAIN FOR $79.86, NO ONE HAS CONTACTED ME YET ON THIS MATTER. I REQUEST THAT THIS MATTER BE RESOLVED BEFORE OCTOBER 1ST SO THAT I WILL NOT BE CHARGED $79.86, I AWAIT YOUR RESPONSE.

  

  Business Response

  Date: 10/31/2024

  **** is committed to customer success and providing award-winning customer service. Records indicate that the account is cancelled per the customer request and no payment was taken on October 1st. There does not appear to be further action needed, but **** invites the customer to call in if there is something else that we can do to assist.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon signing up for this warranty service, I was assured that the maximum limit of liability would be the value of my vehicle $4385-$6000 by the sales rep ***** However, during a recent claim (Claim Number ******), I was informed that the actual coverage limit is only $2300, which is substantially lower than what was agreed upon during the signing up for the service. This discrepancy has caused considerable inconvenience and financial strain.I have attempted to resolve this issue through the customer service department, but despite multiple communications, the problem remains unresolved. I relied on the accuracy of the representations, I am deeply disappointed by this oversight and the subsequent lack of accountability.

  

  Business Response

  Date: 06/18/2024

  Toco Warranty takes this and all complaints seriously and apologizes to the customer for a less than optimal experience. Toco is investigating the surroundings of this complaint as it has our immediate attention.

  Toco is committed to honoring the contract in all facets and provides all consumers the ability to review the contract for 30-days with a full refund option to ensure that all parties are aligned. While vehicle values vary based upon the year/make/model/mileage of the vehicle, the vehicle's condition also plays a role in determining the actual cash value (***) of a vehicle. Toco does not inspect vehicles prior to enrollment and cannot verify the condition of a vehicle, so determining the *** is performed at the time of a claim. Per the contract: 

  LIMITS OF LIABILITY

  Per Repair Visit Our liability for any one (1) Repair Visit shall in no event exceed the trade-in value of Your Vehicle at the time of said Repair Visit, as listed in the ************* Guide.
  Aggregate The total of all claims and benefits paid or payable while this Contract is in force shall not exceed Fifteen Thousand Dollars ($15,000.00) in total claim cost. Your Contract must be paid current and in good standing for any claim to be eligible; all breakdowns must have occurred during the contract period to be reimbursed.

  Toco agents may do their best to determine a vehicles estimated value at the time of enrollment, as a customer convenience, it is the responsibility of the customer to determine if the Toco contract fulfills their needs based upon the terms of the contract. This is why the customer has ******* to review and accept. 

  The customer has since been cancelled, per customer request. In lieu of the issue, Toco has provided the customer a full refund via check. Toco apologizes for the issue.

   

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto warranty will not fix my vehicle and I would like to know what to do Put my vehicle in the shop and I had some work done on the front end The auto shop say s I need Wheel bearings, tie rod Which they deny me of the wheel bearings and some other stuff which cost me ******* but they paid for the tie rod and so I get the truck out the shop and find my power steering gone and the ether tie rod is gone so now the warranty company deny me coverage on that The name of the warranty company toco warranty

  

  Business Response

  Date: 02/14/2024

  Thank you for bringing this concern to ****'s attention. Toco is committed to helping the customer through this repair. Management will be reaching out to the customer and looks forward to working together to find a resolution. 

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish I can give ZERO star but unfortunately the lowest allows is 1. **** **** ***** ***** **** *** ******** *** **** *** ***** ********. I had an issue with my car noise coming from the engine when. I took the car to the dealer who diagnosed the car and they said there is misfiring and issue with camshaft therefore engine needs to be replaced cuz cost to fix will be high. We opened the claim with these TOCO guys who sent their examiner to the dealer to take a look at the car then they told me the claim is denied and that there is nothing wrong with car and that all it needs with oil change- they dealer gave me and gave them the report that identify the issue with the engine yet they still refused to cover and honor the contract. My car service is ****** is the adjuster ****** follow up for the case claim# ****** . ********* customer service. ******** supervisor to date with oil change done on time- all receipts were provided to them- they are just scammers and dont want to cover or pay anything. I spoke to the supervisor and I asked for their report that states that no issues with the car because I told them Im taking them to court for failure to honor their contract and the refused to send it and told me they cant send any reports out. I have all names ****** is the adjuster - ****** was a follow up for the case - ********* is customer service and ******** is supervisor DO NOT USE THEM AND DO YOUR RESEARCH- THEY ARE NOT GOOD AND YOU WILL END UP PAYING FOR NOTHINGt.

  

  Business Response

  Date: 02/13/2024

  Toco is committed to customer success and does everything possible to fairly pay covered claims. *************** has reached out to this customer in an effort to offer supplemental assistance. 

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried 3 times to cancel **** car warrenty and they connect me with a manager that will not cancel it. This month Jan.2024 Toco has deducted 2 payments from my checking account using my debit card. I am wanting these 2 payments refunded. payments reimbrused.

  

  Business Response

  Date: 02/13/2024

  Toco appreciates this concern being brought to our attention and has launched a vigorous investigation into the situation. **** worked with ************* to find an amicable solution and believes that we have resolved any issues. We welcome any additional needs from ************ and encourage her to reach out to us directly so that we can fulfill our commitment to 5-star customer success. 

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used car and on 9/15/23 purchased an extended warranty through TOCO. . Called and asked if I needed an inspection for coverage. Rep assured I did not, that as long as I waited the 90 days ans **** miles, there would be no issues if problems arose. ON 12/17/23 and **** miles (past waiting period), the transmission went out. Inspector said it looked like transmission was attempted to be repaired previously, and as a result, it was a preexisting condition and they did not cover repairs. we made NO repairs to vehicle after purchasing. I said isn't that why people buy insurance IN CASE there are issues with a vehicle??? They denied claim and refused to help. They look for ways not to pay claims. We are out $4600 for new transmission.

  

  Business Response

  Date: 02/09/2024

  Toco Warranty is committed to customer success and strives to resolve all customer issues in an efficient and effective manner. *************** has reached out to this customer to resolve the issue and believes that has been accomplished. Toco thanks all parties for the opportunity to serve and appreciates the customers business and a willingness to resolve the issue. 

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 21 I filed a claim with TocoWarranty To approve Service Repairs When I had Vehicle ****************** Repairs I had to pay for a tow and Have Vehicle Diagnosed? The Repair Of my Vehicle Needed a Engine And Old Engine Remove? They Quoted Me $2540.00 for Engine replacement Also Miss Parts Will be added? They Didn't take Toco Warranty Due to two Services Places Would be involved in fixing the Repairs. I spoken with ***** warranty Explain That They required a deposit so I gave them $600 TocoWarranty told me to have Service place Call on warranty they would Cover The balanced of Repairs I convinced the Services places to call on a claim they told me they most likely wouldn't cover Claim due to service Station Waiting too long before filing the Claim? So I pay service station $1000 on balanced of Repairs I call taco warranty they said they would cover the $1000 owed to get vehicle out of repairs shop? TocoWarranty didn't pay any of cost I been with TocoWarranty sine 6-2020 pay on time and all I received from them are lies and Mia ************** Im requesting $1000.00 refund due to false advertisement from my service contract

  

  Business Response

  Date: 11/20/2023

  **** is sorry to hear about this situation and has forwarded this complaint to management. A supervisor will be in contact so that we may find an amicable solution. 

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially wanted to cancel my contract with this company the day after I got it so I could receive my full $103.75 back for the first payment within their policy of ********************************************************************************************************************************** 15 days to go over the items to see if I had anything that might not be covered based on my previous car repair history and frequency. I also enrolled with the understanding that I would get money back for performing an oil change based on a promo the enrollment representative said they were adding on my account (about $40 for the oil change). I didnt get that phone call but still kept it and after the 30 days went by, I asked about a repair service I paid out of pocket for which included an oil change. I got a small reimbursement of $34.40 because of the deductible being taken out, which doesnt compare to what I paid but I was still within my waiting period so I didnt have much of a leg to stand on. I decided after that I no longer want the coverage with them. I have been attempting to cancel my coverage with this company for multiple days now and they keep not accepting my cancellation request, telling me I have to call in and speak to someone in the **************************** Per the terms outlined in my contract it showed I have to send a picture of my odometer and a written request, which I did on 10/20/2023. I received an email on 10/30/2023 stating my account is still active when it shouldnt be. I have taken the proper steps to cancel my policy per the contract terms and want no further contract with this company.

  

  Business Response

  Date: 11/06/2023

  Toco Warranty's award-winning customer service team strives to make every customer interaction one that is easy and efficient. In this situation, the customer requested a cancellation and as always Toco reaches out to the customer to see if there is anything that we can help out with. We know that not every situation has a solution and the customer's contract was cancelled per her request. 

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************