ComplaintsforToco Warranty Corp.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday 09/06/2023 the repair facility Brakes Plus received an alternator that was shipped to them by the TOCO warranty parts supplier which was underrated for my vehicle When I called the ********** they checked my truck by Vin and said it needed a 225AMP alternator instead of the 220AMP alternator and did not provide the correct voltage all the time I have an infotainment system that is tied directly to the OBD2 port on my truck so it shows what the tire pressures are of the **** sensors and If a check engine light came on it will show the code and it shows the voltage of the charging system on it I have pictures of that showing that the voltage fluctuates and I have a multimeter video/picture of the voltage not being correct while the vehicle is running. I had gotten called by a tech from Toco on 09/08/23 stating that he talked to the repair shop and told them they needed to do another charging system test which wasn't the fact when I showed up Brakes Plus they had no clue about a test they needed to perform and to have that test done it would come out of I *********************************** pockets

  

  Business response

  09/26/2023

  Toco is committed to customer success and does everything possible to create an easy, efficient, and effective claim experience. In this situation, **** fought on behalf of the customer to get the repair performed as quickly as possible, going above and beyond the normal call of duty. Toco spent extra resources trying to get the repair performed as quickly as possible, but the repair facility delays created hardship for the customer. Toco will be reaching out to this customer to discuss the situation and see if we can make a better experience and clear up any misunderstandings. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  09/12/2023

  **** appreciates the attention brought to this situation and looks forward to finding an amicable solution to the customer grievance. Initial investigation shows that the claim was held up due to missing relevant maintenance documents that are needed in order to move forward with the claim.

  Per the agreement with the customer: 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).

  Toco supervisors have spoken with ********** and offered potential solutions, but wants to ensure that we have done everything possible to assist. Toco is committed to customer success and looks forward to finding a way to resolve this situation. 

  Customer response

  09/19/2023

   
  Complaint: 20588250
  
  I am rejecting this response because:
  They refuse to reply back to the Dealrship and been taking 91 dollars out of my account for 3 years 
  Sincerely,
  
  *****************

  

  Business response

  09/20/2023

  **** has reached out to assist and been unsuccessful. **** recommends that ********** call into our ************* and ask to speak to his previous agent who is assisting him in the case. Toco wants to help. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 17,2023, we took the car v to ********************* when we got the car there, they could not look at car like promise we had to get a rental the car stayed there till April 20th than had to wait on Inspector we were still paying for rental than we had to wait on adjuster. Then they fixed what they wanted to on the car we had to pay 305,00 dollars more instead of ****** dollars. Drove car for a while end up having to take car back to ********************* engine light still coming on July 17,2023 Back in a rental, The Inspector third party comes out want oil records we provide them he says he do not see anything. Oil has been changed so he sends an adjuster out the adjuster wants to drive car till engine light comes on he has been told that it is the turbo. but he seems not to find anything first he said the dealer refuse to test drive than he says refuse to brake down now the adjuster is going back and forward with **** and his technician been doing this for 30 or more years now you have he say she say going 0n I have been told by ******* that I have not paid that much in this warranty .. So he is letting me know that they are not going to fix anything but we are paying the warranty than we are also renting a car that they have even approved yet so no **** want them to take the car because he know what"s going on and they do too so ****** give me a call on july24 2023 want to move the car back to South ********* it sits and go through the same thing over again we are eight days in a rental so we wait they keep giving us the same story on the july 27, 2023 we get a text and it is a totally different thing wrong with it and its not covered under warranty which I already knew so ****** supposed to be manager start telling me that the technician advisor ****** told them what it was totally different from ***** and its not covered we are now ****** dollars in a rental because we was 0n today April 28,2023 it was not covered they knew. another reveiw was done the same.

  

  Business response

  09/05/2023

  Toco takes this and all complaints seriously and strives to create a Topflight experience for every customer. ****'s team has been working with the customer to reach a conclusion to this situation. If the customer has any further questions or needs, we welcome a call so that we can continue to share our award-winning Customer Care. 

*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. ↩