ComplaintsforAuto-Defender

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In may 2024 I purchased a auto warranty from auto defender and they got a loan from a bank for my warranty I went to get my car repairs in June and the warranty company refused to cover nothing that was in my contract I then told them I wanted it canceled They kept hanging up on me won’t return my calls Then when I got in touch with them they said they would issue a full refund I’ve been calling them for months they are very rid and refuse to help They said basically that it’s not there problem and there not giving me my money and now the bank they went through is reporting bad on my credit and none of my money has been returned

  Customer response

  08/14/2024

  I’m looking for a follow up to this complaint 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased an auto warranty underwritten by ********* on Dec 5, 2023 for $4,212 using Auto Defender as the broker and Line 5 as the lender. I sold the car covered by the warranty Feb 5, 2024. I contacted ********* to cancel the warranty and have since been waiting for a check to be issued back to Line 5 so the loan can be closed. ********* advised that they do not receive funds directly but that the broker would. I have tried to contact Auto Defender mulitple times and I am told a manager will call me but I am yet to receive a phone call. I am also told by AutoDefender that they do not receive funds directly. As the broker, I expect that AutoDefender would know where funds were directed and be capable of having a manager contact me to get a resolution on WHOM should be sending Line 5 a pro-rated check to successfully close my loan.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  A representative from a company called Auto-Defender, contacted my daughter this morning (3/13/2024), and told her that her car warranty was about to expire, and she needed to pay them $20 by credit card today, or her warranty was going to no longer be active. And by paying them the $20, it would help to extend her vehicle warranty. My daughter is young and impressionable, and didn't know that anything sounded odd about this phone call from "Auto Defender", and so she gave them her credit card number and agreed to pay them $20, (based on what she knows now was a false representation). Then my daughter came and told me (her Dad) about this call, and I instantly knew something was Not right with this call. First of all, her car doesn't have a warranty, because it expired 4 years ago. And secondly, I know that "$20" wouldn't give her any kind or a legitimate warranty. So I looked into this situation, and this company "Auto Defender" sent my daughter an email (attached) showing that they were going to charge her $5,205 for a warranty on her car. My daughter told me that this company never told her that, and she said all that they claimed they were going to charge her is the $20 fee that I mentioned previously. ...Clearly it seems this company was simply fishing to get my daughters credit card info, so they could charge her for a warranty that she didn't agree to. I called this company and asked to speak with a manager, and they put me on hold for an extended period of time, and then told me that no manager was available and they would have someone call me back. I have not heard back from anyone, and I want to make sure that NO CHARGE is processed on my daughters credit card, as she did NOT agree to ANYTHING that this company is ACTUALLY doing.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I was lied to and scammed. I have a 2019 **** ******* with 53000 miles and still under warranty with ****. Auto defender had me take out a loan for 52 months for protection and repairs. I was not told this a loan and was told I can cancel at anytime. I have been trying to cancel for 2 months. They keep taking money out my check through a company called Line 5. I am a disabled VET who recently qualified for the **. home loan a few months ago, I would never take out a loan while I’m searching for a home and my vehicle is still under warranty. A 52 month loan at 125 a month.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dec. 28 2023 I was sold this policy, But everyday from then on i have been getting different recordings after being on hold for over 30 minutes ,Calls can't go through . you dial the wrong number and the list goes on . Each day i don't get them on the phone cost me more money.to cancel the contact. They have so many numbers, but they always state they are closed . Un tell you push the bottom to pay your account then only you get a lived person ,and she can't cancel your contract .she must notfity the same person who has all the recording . at ###-###-####/###-###-####. The first three first parties are then they see you at ***************** . (********* ) then Headstart Warranty but none of them want to cancel the policies. they kept given me the run around to each other.

  Customer response

  01/10/2024

  Spoke with Mr.Ron G****** and we agreed to close my account. On January 8 2024. At 

  ###-###-#### who call  me stating that he received a contract from you'll..

  Thank you for your assistance. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been repeatedly contacted by representatives, claiming to be from this company, I have repeatedly told them I do not want their services. The information provided by their agents is inaccurate and inquiries made into the legitimacy of their company are met with defensiveness and hostility. I believe this business is a scam or if not they are the victims of scammer that are acting in their name. Wish for no further contact

  Business response

  01/25/2024

  Good afternoon, 
  We are very sorry for any inconvenience this may have caused you. Please feel free to email our customer service with your phone # so that if it is in our system we can add you to the "do not call" list. Once we know your contact # we can investigate our system to confirm if it was us contacting you, or a scammer using our name. Again very sorry for any troubles. 
  
  Thank you, 
  Auto-Defender

• Initial Complaint

  12/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I agreed to purchase this warranty for a 2015 ** *** in October. I waited and waited to receive the information on what is covered and how to use it. It never came so I called them and they said they would resend it to me via email. Life happened and when I went looking for it, I checked all folders and couldn’t find it. Then I looked up the company on this website (BBB) and read the bad reviews so I tried cancel. Every time I called the people who answer are not allowed to cancel, you have to talk to a manager that is never available and never calls you back. If you demand to talk to someone they leave you on hold for 30-40 min and then hang up on you. I tried to cancel multiple times and got no where. In the meantime, I had my bank stop the ach payments. I called today (12/20/23) and threatened to have my lawyer call and then I got to speak with the elusive manager. He said he would cancel it but couldn’t give me a refund since I had authorized for them to automatically withdraw the money weekly. I never received any paperwork or receipt of authorization. All I received were receipt from the loan company for my payments. I also called the loan company *****, and the person I talked to said he would stop the automatic payments, but I’m still getting emails and texts about the payment not going through.

  Business response

  01/02/2024

  Good afternoon, 
  We are very sorry you didnt understand the full process. There are NO hard booklet or ID cards that get mailed to you from signing up with **** *. This is explained to you by your sales rep, also by **** * themselves when they called you to do a quality control follow up call after you signed and provided all your info via "doc-u- sign" And its very clear in the confirmation emails you received from **** *, that you would need to contact **** * in order to cancel. This is a loan that you signed up for, so you would need to handle canceling with them. Sorry to hear your walking away from the coverage, if you ever need help in the future please dont be shy to reach out. 
  Thank you, 
  Have a blessed new year

• Initial Complaint

  12/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company called me this morning and woke my son. I asked them to take me off their call list and the lady hung up on me mid sentence. Then this afternoon they called again. And the lady hung up again. So I called back 5 times and was hung up on each time when asking to speak to a supervisor or somone in charge. Thennnn I get someone who tells me all the supervisors are in a meeting and she doesnt know when they get out. They dont even say the name of the company when they call or when you call them. Thry make themselves out to be a fraud service.

  Business response

  01/02/2024

  Good afternoon, 
  We are so sorry about this. We will be happy to take you off the call list. If you need anything else, please feel free to email us. 
  Thank you, 
  Happy new year

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. I'm trying to cancel the poliy before the next payment is due on 10/20/2023, but customer service keeps saying someone will call me back, but then nobody does. I tried going online, but the login is for another company and doesn't allow me to login. I feel theyre trying to prevent me from canceling the policy.

  Business response

  11/15/2023

  We are very sorry that your having trouble contacting us. We have attempted multiple times to reach you back with no success. There is also an option to mail in a written letter to cancel the coverage. I would be more than happy to cancel the coverage plan for you now. We also encourage anyone to email us so we can take care of matters that way also. I have not seen any other attempt besides  a call. This time of year is a very busy time for us. Customer services reps are busy all day and can only alot a certain amount of time to try to connect with you, but again each time they reach out your not available. We are VERY sorry for any frustrations this may have caused you. I will be terminating your coverage plan with Auto defender as per your request. Please feel free to email us anytime you like. We wish you happy holidays.

  Business response

  11/15/2023

  Also the policy was canceled on 10/19 as per the customer request. Multiple attempts to contact Mrs.****** to make her aware we followed through with her request.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 2,2023, I received a call from Auto Defender. I was not feeling well and told that to the salesman, but he persisted. My defenses were down, and he ended up convincing me to purchase a policy at their cheapest price. I wasn’t going to purchase anything, but he told me I had 65 days to cancel with no questions asked. He also said my policy was tied to a loan company called ***** ********** who processed the monthly payments, and that my 1st payment of $97.50 wouldn’t be processed until September 15, 2023. Unfortunately, I ended up in the hospital until early September. When I saw the first payment had been processed I called Customer Care to cancel my policy and was told a Manager would have to call me back. A Manager called at 6:30 that night, but we did not connect. I made a second call to the number the manager left but it went right to customer care who told me once again that a Manager had to call me back. After this happened a third time, I tried to reach my salesman, but that number sent me to a random pool of salesmen, none of whom knew the salesman that sold me my policy. I stayed on hold for a very long time with the sales department, and finally reached a Manager who after asking questions during this “no questions asked” process finally cancelled my policy. Next I called.**** *, who told me it would take 6 to 8 weeks to cancel my policy and if my payments didn’t continue they would report me to the credit bureau. I explained I couldn’t make the payments which was why I wanted out of the policy and was told I would have to call Auto Defender back and ask them to expedite my cancellation, or I would be screwed. The customer service rep told me he saw my cancellation in the system as “pending”. But it could still take 6-8 weeks for processing. He said the time line was up to Auto Defender, who had just told me to call **** *. This is so obviously a scam. Once they have their screws in you , they never let you go.

  Business response

  11/15/2023

  We are very sorry you were not feeling well and made a decision to purchase a policy when you didn't want it ? With the **** * program its a loan for the coverage and you have to E-sign and agree to all terms via email / phone promptings. So the process is very clear and there is nothing that we can do if you didn't sign and agree, also very sorry you were in the hospital and we did our best to contact you with no connection each time. The email you receive from **** * clearly states how to cancel your loan / contract with them. Once you sign up **** * handles everything from there since they are the lender for the loan. Also the reason **** * states it takes that long to cancel is cause it clearly states it in the contract email. We wish we had more control over this situation, but everything is clearly posted in the documents that you had to sign. Plus all payments are handled by **** * not Auto defender, so its a lil unfair that we receive this complaint on our end. Please contact **** * for any further questions or actions needed. 

*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. ↩