Complaints

This profile includes complaints for Warranty Solutions Management Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Warranty Solutions Management Corporation has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Warranty Solutions Management Corporation

  7125 W Jefferson Ave Ste 200 Lakewood, CO 80235-2305

  
• 

  Warranty Solutions Management Corporation

  PO Box 1047 Bedford, TX 76095

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:03/25/2025

  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.

  Hello,I am writing to express my deep dissatisfaction with your company, its ethics, and its practices. I feel deceived and frustrated by my experience with your warranty.When I purchased my vehicle in 2015, I opted for a warranty, believing it would provide peace of mind. Instead, dealing with your company has become a major headache.Recently, my 2013 Mercedes E350 needed significant transmission repairs, totaling $15,000. However, your company is only offering to cover a mere $5,900, claiming my car is worth only that amount. This evaluation seems unfair, especially when the market value for similar cars is significantly higher.I urge you to reconsider the amount you're willing to pay for the repairs. Your current offer is unacceptable, and I am left feeling betrayed. I will not be using your services in the future and strongly advise others to stay away from what I perceive as fraudulent ************ the time of purchase, we signed an agreement stating that all repair costs would be covered, including parts of like quality, whether new or used.While I am open to using used parts for the necessary repairs, it is worth noting that even these will exceed $10,000. Furthermore, I have been informed that the required transmission parts are currently unavailable.Given these circumstances, I kindly request a reevaluation of the repair coverage or a suitable alternative. I hope we can find a resolution that aligns with the original terms of our contract.

  

  Business Response

  Date: 03/27/2025

  Dear Ms. ******************************************************************************************************** We received your Better Business Bureau complaint regarding the limits of liability of the Limited Lifetime Warranty. We thank you for your patience while this matter was under review.
  
                  Please note that Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the Limited Lifetime Warranty (***).  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the ****
  
                  We reviewed your claim file with our **** Claims Team and determined that the claim was adjudicated within the terms and conditions of the **** On March *******, your transfer case claim was authorized within the limits of liability of the ****  On March 27, 2025, we spoke on the phone, and we advised that the limit of liability is listed in the General Provisions section of the *** and the limit of liability for any one repair visit will not exceed the **** value of the vehicle at the time of the repair. We have verified the **** value of the vehicle to be $5,900.00.
  
  The *** states:
  
  General Provisions
  
  LIMIT OF LIABILITY: This Warranty is limited to repair or replacement of the failed Covered Part only to restore the failed Covered Part to the same or like condition prior to a Mechanical Breakdown. Our maximum Limit of Liability for any one (1) repair visit shall in no event exceed the Approved Vehicles actual cash value as determined at the time of any repair as currently listed on the **** website (************). The total amount of Our liability for all claims and benefits paid or payable under and during the Term of this Warranty shall in no event exceed the actual Purchase Price of Your Approved Vehicle as listed in Vehicle Information section of the Schedule. The Purchase Price is the actual price paid for the Approved Vehicle itself and is exclusive of any and all add on equipment, fees,taxes, insurances or services. In the event no Purchase Price is listed on the Schedule, You shall provide proof of the purchase price upon request. Should You be unable to provide the required proof, then the Limit of Liability shall not exceed the Approved Vehicle's actual cash value as determined at the time of any repair as currently listed on the **** website (************).
  
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************.
  

• Initial Complaint

  Date:03/06/2025

  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 am filing a complaint on Warranty Solutions. I financed a **************************************************************** ********* FL. Part of the financing included the Warranty. I have paid my bill every month for the duration that I have owned the car. Back in October 2024, I had an A/C issue and it persisted but I took it to a repair shop and had it fixed through the Warranty company. No problem. I paid my deductible and it was done. Recently in December 2024, a few days after I had my fluids replaced at Take 5, my car began to run hot. I drove home and parked the truck and called for a tow service to take it to a repair shop. I could have driven it there but I did not. They told me I needed a water pump and that coolant had mixed with the oil and that my head gaskets were warped. I filed with Warranty Solutions and they sent out an adjuster which is 3rd party. He reviewed and determined that I operated the vehicle beyond the point of reasonable use - which is nebulous and generic. Suffice to say they denied it. I asked to speak to a manager and he reiterated the adjuster's comments and then proceeded to send me a copy of the Warranty contract and pointed to the exclusions which are even more subjective. I asked for an appeals process and was not offered one or a solution despite being a fully paid Warranty *********** the end, ***************************************** has refused to honor my claim and now the repair shop is stuck with my vehicle which I have not had for 3 months. I am being forced to make payments on a vehicle which is not operable until they fix it. I need you to help me resolve this issue or these people do not need to be selling Warranties in ********Attached is the contact and contract information - Beware, they take an hour to answer the phone.**** ******* **************.

  

  Business Response

  Date: 03/07/2025

  Dear ********************************** is in response to your Better Business Bureau complaint regarding a recent engine claim.We thank you for your patience while this matter was under review.
  
  Please note that vehicle service contract (***) is a contract and not an insurance policy, warranty,or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On March 7, 2025, we spoke on the phone.  We advised you that *********** **** reported that the engine severely overheated,water pump failed causing damage to engine. We sent an independent inspection agency to document and verify ***************** findings. The independent inspection agency verify that the engine block and both cylinder heads are warped beyond the manufacturer's specifications. We advised you that the only way the cylinder heads and engine block change shape is due to continued operation in an overheated condition.  We advised that we must abide by the terms and conditions of the **** the *** exclude failures due to continued operation in an overheated state.
  
                  We advised you that if the repair facility can provide new information indicating a failure to the warning system, or a document from the manufacture that indicates that the cylinder heads and engine block will warp during normal operation of the vehicle we can rereview the claim at that time.
  
  The *** states:
  
  General Contract Exclusions
  
  2. Any mechanical breakdown or damage resulting from continued operation, such as not stopping your vehicle immediately or having it towed, or caused by your failure to take reasonable precautions to prevent further damage when an apparent problem exists (see required maintenance).
  
  Unfortunately,WSMC will not be able to assist with the engine replacement claim.  If the repair facility can provide new information,we can rereview the claim.
  
  Best regards,
  *******************************************
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23028230
  
  I am rejecting this response because: I had the vehicle towed to the facility immediately after it began to give me a message that the engine was running hot.  The message came on briefly and then the temperature went back down to normal and when I returned home to my driveway, the gauge began to alarm that it was running hot again.  I turned the vehicle off and had it towed to the repair shop.  I could have driven it to the repair shop but I thought better knowing the exclusion in the contract.  There is no gauge or electronic display or warning as to when the heads will warp or that I have gone over a REASONABLE operation of the vehicle as stated in the contract.  I reject this notion that I operated the vehicle for longer in that state.  The tow company delivered my vehicle from my house to the repair shop which means I had no intention of operating it beyond it's reasonable capacity.  Additionally, I have paid for the warranty in my financing and if they will not honor my request, I want my money back in full from the Warranty company.  I should only have to pay my deductible and have my vehicle repaired otherwise it makes no sense to pay for or have a warranty for your engine.  I am sure they will pay for a broken window or a light socket.  

  Additionally, I have contacted the repair shop and they will have a report for additional issues to consider such as how would I know that the water pump was bad...There is no indicator or warning light that the water pump has totally malfunctioned.  The faulty water pump is the reason that the heads warped and not me operating the vehicle.  That is an issue beyond my reasonable capacity to control.  It's a causational aspect and my next step is to have my attorney on this.  It will be cheaper for the Warranty company to hone it's contract than to pay a lawyer to go to court about this.

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/21/2025

  Dear Mr. ********************************************************************************************************** The evidence provided by **************** and verified by an independent inspection agency indicates that the vehicle was continually operated in a severely overheated state. This is indicated by the metal of the engine block and cylinder heads to warp beyond the manufacture specifications. If a repair facility can demonstrate a failure to the warning system or provide documentation from the manufacture that the engine block and cylinder heads will warp under normal operating conditions or that the warning system will not notify the driver when the vehicle is overheating, we can rereview the claim at that time.
  
  Best regards,
  *******************************************
  

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23028230
  
  I am rejecting this response because:

   

  The malfunction of the Water Pump caused the overheating.  I operated my vehicle normally and deny that I operated beyond normal capacity.  There is no indicator light or warning that the Water Pump malfunctioned.  It is a causational issue.  From my understanding, there were several recalls on this vehicle which may involve the malfunction of the Water Pump as well.  

  Additionally, my claim may be denied because I submitted a claim for the malfunction in my AC system which they honored previously without 3rd party review or hesitation about 3 months prior to this claim.  They may be treating me like this because I had already filed a claim on this vehicle.  When I filed that first claim for the ********* the mechanic never discussed or determined that the water pump was malfunctioning or on the verge of the same.

  Finally, my Warranty is fully paid for through my finance company.  So Warranty Solutions has received full payment for services and should not be denying my claims.  They are using an obscure provision in the exclusions paragraph to determine that I operated the vehicle beyond capacity because of the condition of certain parts.  That is a falsehood and again, there is no indication or indicator light other than the temperature gauge.  When the indicator came on, I immediately stopped operating the vehicle not knowing that the heads had warped.  I had the car towed to the shop rather than drive it there.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/26/2024

  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.

  12/26/2024 9:54 EST I had to take my vehicle in for repairs and was told I needed a new transmission. After warranty Solutions first took a week to approve the vehicle it has been another month since being repaired. I am now entering the third month without vehicle. I also made certain to tell the repair company I was moving.I then had to fight to extend my rental vehicle which they first assured would not be a problem. I asked to speak to a manager and was hung up on twice.Ultimately Warranty Solutions accepts no responsibility to ensure the vehicle is receiving repairs and has no way to help the customer. They place the blame with ********* of this writing I do not recommend this company and its treatment of myself and its business with my vehicle. Potential Lawsuit

  

  Business Response

  Date: 12/27/2024

  Dear Mr. ************************************************************************************************************ We received your Better Business Bureau complaint regarding a transmission claim.  We thank you for your patience while this matter is under review.
  
                  Please note that the vehicle service contract (VSC) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ****
  
  It is WSMCs role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the **** The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On December 27, 2024, we called you and advised that the transmission claim is adjudicated within the terms and conditions of the **** Regarding getting your vehicle repaired in a timely manner we have no control over the repair facility, we are limited to the terms and conditions of the **** **** is only the administrator of the ****  During the phone call you mentioned there were some concerns regarding our employees phone etiquette.  The phone calls will be reviewed by management and handled accordingly.
  
  
  The VSC states:
  
  ADDED COVERAGES
  The following coverages are included at no additional cost to You:
  
  CAR RENTAL: If Your Approved Vehicle becomes inoperative due to a Mechanical Breakdown that is covered by this Contract or any repair being covered under a manufacturer's warranty, We will pay for Car Rental reimbursement up to $40 per day, not to exceed a total of $240 for any one (1)period. Car Rental will be based on the number of labor hours approved for the Mechanical Breakdown repair. Each eight (8) hours or portion thereof of approved labor counts as one (1) day Car Rental. In the event the Approved Vehicle needs to be inspected by Us, We will pay up to an additional two (2)days Car Rental. If parts must be ordered, We will pay up to an additional two (2) days Car Rental. Car Rental is not provided for delays because of shop scheduling or for work not covered by this Contract. Car Rental will be reimbursed only upon receipt of an invoice from a licensed car rental agency.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:11/18/2024

  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 have an extend warranty with the company and they not trying to replace my engine

  

  Business Response

  Date: 11/20/2024

  Dear Mr. ********************************************************************************************************* This is in response to your Better Business Bureau complaint regarding a recent engine claim.  We thank you for patience while this matter was under review.
  
                  Please note that vehicle service contract (VSC) is a contract and not an insurance policy, warranty, or guarantee. Warranty Solutions Management Corporation (WSMC) administers the terms and provisions of the ***. It is ***** role to determine whether a mechanical breakdown qualifies for coverage under the terms and conditions of the ***. The *** provides assistance in covering parts and labor costs in the event of a covered mechanical or electrical breakdown of a covered part that is due to a defect in material or faulty workmanship in the manufacturing of the covered part(s) as long as there are no exclusions that apply. This determination is based on the cause of the failure reported by the repair facility, and at times, as verified by an independent inspection agency. 
  
                  On November 19, 2024, we spoke to you on the phone.  We advised you that after reviewing the claim file it was determined that the engine claim was adjudicated within the terms and conditions of the **** We advised that the invoices that were provided to **** indicates that there has been an ongoing engine concern while the vehicle was under the manufactures powertrain warranty. The *** excludes coverage when the covered under manufacture warranty whether collectible or not. In accordance with the terms and conditions of the **** WSMC will not be able to assist with the engine replacement.
  
  The VSC states:
  
  General Contract Exclusions
  
  
  24. Any Mechanical Breakdown covered by any limited warranty, manufacturers warranty, manufacturers and/or dealer customer assistance program, repairers guarantee, road club, or any other guarantee, warranty, or insurance policy, whether collectible or not.
  
                  We apologize for any frustration or delay that you may have experienced.
  
  Best regards,
  *******************************************
  

• Initial Complaint

  Date:10/10/2024

  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 September 23, 2024, my car was towed to **** ********* ****** for repairs. The transmission was ultimately replaced. Warranty Solutions did cover the cost of repairs. However, I was required by Warranty Solutions to submit pictures of the torn down transmission before they would consent to do repairs. Warranty Solutions will not pay for the pictures, but the contract states they would provide someone to examine it before repairs are made. Why do I have to assume these costs to save Warranty Solutions money? They should have sent out a service person. This is unreasonable and unfair to consumers, since you say you cover all costs of the repair.

  

  Business Response

  Date: 10/15/2024

  Dear *** and Mrs. ******************************************************************************************************** This is response to your Better Business Bureau complaint regarding the eligible labor amount of transmission claim.  We thank you for your patience while this matter was under review.
  
                  On October 15, 2024, we called you and we discussed the eligible labor. It was determined that the claim was adjudicated within the terms and conditions of the vehicle service contract. The vehicle service contract allows for labor amounts as indicated by current addition of nationally recognized labor guides.
  
  The invoice states line #1 is for diagnostic labor time and sending photos for $340.00. At ******** Toyotas labor rate this indicates 1.8 hours of labor. 
  
  The invoice states line 3 is for the transmission replacement for $2,060.96 in labor. At ******** ******* labor rate this indicates ***** hours of labor.
  
  As verified by national recognized labor guide, Warranty Solution authorized 7.5 hours of labor to replace the transmission, 1.8 hours of labor for diagnoses, .6 hours of labor to flush the transmission fluid, and .95 hours of labor to remove the transmission pan.
  
  As indicated by the invoice, the photos needed for verification of the internal transmission failure is part of the repair facility diagnosis, 1.8 hours of labor.   Warranty Solutions authorized 1.8 hours of labor for diagnosis.
  
  The vehicle service contract states:
  
  Payment of Mechanical Repairs
  
  We will pay for the reasonable cost or reimburse You for the reasonable cost to repair a covered Mechanical Breakdown (diagnostic and repair time are allowed only for Covered Repairs and as indicated in a current edition of a *******, Motor, ********, or AllData labor guide), when repaired by a state licensed repair facility.
  
  
                  Unfortunately,Warranty Solutions is not able to keep the repair facilities from charging more than what the vehicle service contract allows for coverage. 
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ******************************************* 

• Initial Complaint

  Date:10/08/2024

  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.

  This started on 2/29/2024 when vehicle was totaled. The loan was through ************************** through Warranty Solutions. Dealt with *********** and they paid their part on 4/14/2024 in the amount of $18,723.11. Contacted Santander in regards to GAP and they told me that they would file all the necessary paperwork with Warranty Solutions. Received a letter at beginning of May 2024 from ********* stating that the loan was paid in full. I assumed *** had paid. Didn't think another thing about it until I looked at my credit score in August 2024, my score had dropped 122 points due to being past due with *********. Called ********* and for some reason the payment in the amount of $12,437.33 made on 4/23/2024 was reversed on 5/6/2024. Contacted Warranty Solutions and they said that they never received the paperwork from *********. I had Santander send them the copy of the check that Progressive issued. Warranty Solutions will not pay due to it being past the 90 day time period. Had I known, I would have taken care of it. I do not feel that it is fair that both Santander and Warranty Solutions dropped the ball, but it is now my place to pay. *** was purchased for this kind of reason. I don't know what to do. I contacted both companies numerous times, stayed on hold 15, 30, and even 45 minutes. I have asked ********* who issued the check in the amount of $12,437.33, no answer. I have asked if it was an accounting error, no answer other that call customer service. If you are told that they are going to take care of it then it is on them to do it. I should not be held responsible for the balance owed of $12,399.67 because of their failure to do their job and I would think that Warranty Solutions could understand the mix up and pay the balance.

  

  Business Response

  Date: 10/14/2024

  Dear Ms. ********************************************************************************************************** This is in response your Better Business Bureau complaint. We thank you for patience while this matter was under review.
  
                  The *** Waiver requires that a request of *** waiver benefit must be submitted within 90-days of the primary insurance settlement check date.  We did not receive a request for *** waiver benefit within the 90-day requirement.
  
                  On October 10 and 11, we called you and left messages.  On October 11, 2024, we emailed you asking that you provide evidence that someone contact the *** department to initiate a *** claim within the 90-day requirement. We also, we requested proof that you were notified that the loan was paid off and then later was advised that the loan was paid off in error.
  
  The *** waiver states:
  
  Requesting Benefits
  
  Total Loss In the event of a Total Loss, You must keep Your account current until the Deficiency is settled.Request for a Deficiency determination must be submitted within 90 days from ***************** settlement check date or if there is no ***************** as of the Date of Loss, 90 days from the Date of Loss. Any request for a Deficiency submitted after the 90 day period is void.
  
                  We apologize for delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22396925
  
  I am rejecting this response because:

  I have sent what info I have, but I think they need to contact Santander to get the correspondence between them. I have only been verbally told about communication. Santander said they when they contacted Warranty Solutions that they would stay on hold and never could talk to anyone.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 10/23/2024

  Dear Ms. ********************************************************************************************************** On October 16, 2024, we spoke to you on the phone. We advised that after management review of the circumstances of the claim we will allow 30 days for you to gather the required documents for the *** claim. The *** claim Waiver states that the contract holder shall provide the required documents.
  
                  On October 22, 2024, you provided some of the required documents to your claim specialist.   Currently, we are needing an insurance cause of loss letter, insurance settlement breakdown, insurance valuation report, and service contract, service contract refund amount.
  
  The *** Waiver states:
  
  Requesting Benefits
  
  Total Loss In the event of a Total Loss, You must keep Your account current until the Deficiency is settled.Request for a Deficiency determination must be submitted within 90 days from ***************** settlement check date or if there is no ***************** as of the Date of Loss, 90 days from the Date of Loss. Any request for a Deficiency submitted after the 90-day period is void.
  
  You shall provide the following documentation to the Program Administrator.
  
  
  If you have any questions regarding your claim, you can contact your claim specialist.
  
  Best regards,
  *******************************************
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22396925
  
  I am rejecting this response because:

  I sent the repair estimate which has the adjuster's name, milage, date of loss, etc. Also sent a statement with the Prod Proceeds being paid on 4/11/2024 in the amount of $1285.38. I sent 5 documents and asked the guy to let me know if that was everything needed.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 10/31/2024

  i do need to send the documents requested. I am waiting on Progressive to send those to me. 

  Customer Answer

  Date: 11/05/2024

  All Documents have been sent and they are supposed to cut a check to *********************** this week. It is not the full amount because they deducted deductible, service contract, etc. It left a little over $3000.00 owed, which is must better than $13,299.00.

  Customer Answer

  Date: 11/19/2024

  First, I want to say Thank You for helping me in this matter. Warranty Solutions has worked with me, and they sent payment to *********. It was not full amount, but it helps alot. So I would say this matter can be closed. As for *********, they just keep hitting me. They got the check and then instead of applying to payoff, they applied to interest, late fees and then balance. Then they did a charge off to my credit for the whole amount, not what is left. So my credit has now taken another hit. Sad thing is that they don't even contact you.

• Initial Complaint

  Date:10/02/2024

  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.

  I had a warranty through Warranty solutions that expired on September 30, 2024. I discovered my vehicle was leaking coolant and also started to shake when close to shifting so I went online to the dealership Sunday at the first sign of the issues which was September 29th and made the first available appointment which was for October 15th. I actually called during business hours and was able to get it in on Tuesday October 1st and they would try to fit me in somewhere. I told them I had a warranty and left the paperwork with them. They called me on Wednesday after the first issue was diagnosed and said they contacted Warranty solutions and they said my warranty had expired 2 days earlier. My complaint is I made the appointment before the warranty was expired for the first available time and they were not able to service it until after the warranty expired. The problem existed ahead of the expiration and through no fault of my own, the dealership could not diagnose the issues and file a claim ahead of the expiration. I did contact Warranty Solutions and spoke to a customer service *** and an adjuster but neither provided any help.

  

  Business Response

  Date: 10/09/2024

  Dear Mr. Trigg,
  
                  This is in response to your Better Business Bureau complaint regarding needing to file a claim on an expired contract.  We thank you for your patience while this matter was under review.
  
                  On October 4, 2024, we spoke on the phone.  You advised that you have proof that failure and that you made an appointment prior to the service contract expiration date.  After reviewing the evidence that you supplied us, it was determined that we would proceed with the claim.  On October 8, 2024, Warranty Solutions spoke to the repair facility and authorized the eligible amount for the claim.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  [email protected]

• Initial Complaint

  Date:09/30/2024

  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.

  We purchased a certified pre-owned vehicle from the dealership with a 10 year/100K powertrain warranty through Warranty Solutions. We have had a failure of powertrain components (transmission, transfer case, real axle) which should be covered as the vehicle is under 100K miles. Warranty Solutions is denying the claim to replace the transfer case and rear axle stating it falls within section 8 of the warranty exclusions due to rust; however, these components are not rusted and after further inspection of the components (transfer case and rear axle) and taking updated photos, it's clear the original photos provided to Warranty Solutions are misleading, as the rust is just dust which is normal for these components to accumulate over time. The dealership where we purchased the vehicle doesn't agree with Warranty Solutions denying the claim and is requesting upper management to review the claim. I have reached out to Warranty Solutions multiple times but have not received any communication from upper management at this time.**The inspection report was too large to upload to this complaint, but I can provide the full inspection report as well as detailed pictures outlining everything.

  

  Business Response

  Date: 10/04/2024

  Dear Mr. ************************************************************************************************************* This is in response to your Better Business Bureau complaint regarding the transfer case and axle claim. We thank you for your patience while this matter was under review.
  
  On September *******, we contacted you and advised that your claim is under review.    After reviewing the claim file, it was determined to proceed with the claim for the transfer case and axle.  On October ******, we contacted the repair facility and authorized the transfer case and axle replacement.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

  Customer Answer

  Date: 10/05/2024

   
  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:09/25/2024

  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.

  The first the issue occurred in February 2024, dealership stated that warranty did not cover all repairs, and I had to pay an out-of-pocket expense to get car repaired. This is the same issue that was supposed to be resolved the first time and warranty company/dealership is stating the repairs will not be covered and have to pay out of pocket for the entire repair.

  

  Business Response

  Date: 09/27/2024

  Dear Mr. ************************************************************************************************************* This is in response to the Better Business Bureau complaint you file regarding your recent engine claim.  We thank you for patience while this matter was under review.
  
                  On September 26, 2024, we spoke on the phone. Currently, we are waiting for the repair facility to verify the cause of failure and extent of damage to the engine.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  *******************************************

• Initial Complaint

  Date:08/26/2024

  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.

  I purchased a GAP warranty from your company with my vehicle purchase for $999.00. On 6/3/2024, I experienced a total loss on the vehicle. My initial contact with you was on 7/29/2024. I filed claim #******. Since that date, I have contacted you 12 times. Each call to you takes at least two interactions. Since the wait times are always extended, I have to hold for over 15 minutes to be offered a callback, then wait for an agent to call my to actually answer my request. The last 3 times I have contacted you, I was advised that you have all the documents needed and my claim was being transferred to a claims adjuster to process payment. As of my phone call with you today, ****** advised me AGAIN that now you have all the paperwork and it will be moved to a claims adjuster. I was advised this was done weeks ago. This issue is now negatively impacting my credit because the lender is waiting on payment from you. The balance due on the loan after the insurance payout is $5825.62. This is my final attempt to resolve this before I file a small claims case. I have done everything you asked and provided all of the necessary paperwork. Please process payment for this claim immediately. If I do not hear from you this week, I will proceed with filing court documents.

  

  Business Response

  Date: 08/28/2024

  Dear ****************
  
                  We received a Better Business Bureau complaint regarding your *** claim. We thank you for your patience while this matter was under review.
  
                  On August 28, 2024, we called you and advised that we received all the documents on August 19, 2024.  The *** claim was completed on August 27, 2024.  We went advised you of the eligible *** claim amount, the check will be mailed to the lien holder.
  
                  We apologize for any delay or frustration that you may have experienced.
  
  Best regards,
  ****************************

  Customer Answer

  Date: 08/30/2024

   
  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,
  
  *******************