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:02/12/2025

  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 been calling in regards to cancellation of their product they told me that I can cancel at anytime that I am not bind to a contact then when I call and explain that I do not want it they want to talk to me crazy and ignore my calls and try to continue to pay and it’s not right to scam people out of their money especially if their already struggling with what life has to offer

  Business Response

  Date: 02/21/2025

  Hi,

  We hope all is well. Your plan has been cancelled and refunded. 

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22930540

   

   

   

• Initial Complaint

  Date:02/07/2025

  Type:Product 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.

  In October 2024 I sort the services of Empire auto protect to insure my vehicle. In 3 days, I called back to have it cancelled. The Customer Service agreed to terminate the contract and issue a refund. Assuming they were going to honor their word I didn't check to see if the issue was addressed. I just received an email on 05/02/2025 claiming I'm passed due on the coverage; I called customer care who was extremely rude and insisted that my service will stay active indiscriminately after I told him numerous times that I didn't need the service since last year October. He still is insisting that he won't cancel the service, please assist. Thank you

  Business Response

  Date: 02/14/2025

  Hi ******

  We hope all is well. Your plan was cancelled out for non payment on our end. Please mark this as resolved. 

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau: Thank you  better business bureau for helping me with this issues. I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.This does not resolve the issue I have a bill from mepco for January and February 2025. Note that I canceled and requested for a refund in October. Instead of getting a refund in getting a bill. This is not good business practice.  I still need my refund.  Regards, Complaint ID: 22908845    

• Initial Complaint

  Date:02/06/2025

  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 called Empire auto protect to cancel a policy that I had just recently started. They showed that I have 30 days from the day. start the policy to cancel it if I so choose. I called them two weeks after opening the policy to cancel, and they claimed that they take care of it. They did not do that. Each time I called after that, they kept saying they showed no notes or record of me calling them.I have my own call log that shows how many times I have tried to call them and how long each call was so they lied every they said that they were going to take care of it, and they lied with all sorts of different excuses after that. My own bank called them because I am disputing the payment at this , and they lied to my bank by telling them they would send me a confirmation email to cancel the policy and they never did. The excuses that they came up with after the policy went into effect initially were completely outrageous. They said if I didn’t give them a reason one of three reasons specifically that I wasn’t allowed to cancel the policy. There is nothing in writing that shows contractually that that is the way you can cancel a policy. Then they stated that the state I live in, there the law prohibits them from canceling my policy, which of course is not true. There no such thing. They refused to send me to a proper manager that would handle the situation. They have Stonewald me, kept telling me call back at different times, And have done just about everything they could at this point to avoid just refunding me my money. I have an actual book with allof the information in it, and nowhere has it backed up anything they have said when they have been refusing to refund my money. The book does, however, state that I have 30 days to cancel the policy and receive a complete and full refund of my money. Butthey are not honoring that obviously. My bank will stand behind me. This business is deceitful and needs to be shut down

  Business Response

  Date: 02/14/2025

  Hi *****,

  We hope all is well. You have been cancelled out and refunded your $99 dollars. 

  Customer Answer

  Date: 02/23/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22909834

   

   

   

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  In May and June of 2023 Empire Auto Protect deducted a total of $2,696.00 for what was supposed to be a 48 Month Warranty Effective July 7, 2023 to July 7, 2027! On February 6, 2025 I called and said I'd like to cancel the warranty due to selling the car. Matt appeared angry and abruptly cancelled the warranty and told me that i Was not owed money, even though I paid for 48 Months! He falsely stated that I paid for 2 years and got 2 years Free at the time of purchase. This is completely FALSE and just an excuse they made up so they would not have to refund the remaining money owed to me. I am still owed over $1,200.00 since the warranty still has a year and 5 months left on it!!!

  Empire Auto Protect owes me $1,628.93 for the remaing "warranty" that they sold me which still has 29 months left on it of which Zero claims were ever filed on this 48 month scam warranty! 

  Business Response

  Date: 02/14/2025

  Hi ******

  We hope all is well. The reason why you are not owed any funds is because we paid over $5,000.00 in claims. Please mark this as resolved. 

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The response from Empire Auto Protect that they paid $5,000 in claims is a Total Lie and they know it!! I Never filed any claims and this is just another lie that these theives are telling to get away with Stealing Money from innocent people!!  Empire owes me over $1,600.00 for the remaing 29 months in their fake warranty that I cancelled due to selling the car. How can you tell such a lie!!! Where was the car fixed and what was fixed??? Tell me that!  I have proof that there was Never anything fixed on the car.  Shame on all of you for commiting these crimes by taking money and scamming people!  Disgusting!!!!   Regards, Complaint ID: 22908467    

  Business Response

  Date: 02/28/2025

  Hi ******

  We hope all is well. These were the two repairs. 1. AC compressor which totaled with labot at $1,982.00, 2.  Ignitions coils and your condensers which came out to $3,126.32. I hope this message resolved your matter.

  Best Regards,

  Empire Auto Protect.

• Initial Complaint

  Date:01/24/2025

  Type:Product 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.

  Empire Auto Protect is a fraud company. They talk so good when you first call. They tell you that the warranty cover all kind of things with no limit and you have 30 days to cancel if you're not satisfied but, when you call to do so you get o their at lunch. You called back they drop the call, you call back same thing. This company is a fraud. They should be ashamed of trying to cheat customers out of there money.

  Business Response

  Date: 01/31/2025

  Hi ****,

  We hope all is well. You tried to file a claim after putting 10 miles on your car for a broken tranmsission. Therefore, the claim has been denied for pre exisitng since you signed up knowing you had a problem with your car. If there is something we can do to assist you feel free to contact us at 8883450084!

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:   First of all I never made any claims to get anything fix on my vehicle. So what this company is saying is a lie. My warranty had a 30 day waiting period so,I couldn't make any claims. I just joined the warranty so, I received my packet and read it wasn't what they said so I decided to cancel it. I had no problem with anything on my vehicle and sure didn't make any claims after 10 miles so, that's a lie. This shows how dishonest this company is and a fraud. It's ashamed how they try to make it like the customer is at fault when all I ask is cancel my warranty within my 30 days that I had. All they did was play games when I reached out to them. So, that respond you made to try to make your company look good you just showed how much of a liar you are.  Regards, Complaint ID: 22853764    

  Business Response

  Date: 02/17/2025

  Hi All,

  In the attached email that we sent you shows the claims we paid in your policy. Have a blessed day!

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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 was mislead by the sales employee ***** that told me I could cancel at any time after just selling the policy within a hour and a half ago! I even have email with payments stating “24”! I was lead into a contract which is not even right to do in business if nothing is in writing in the first place! The website of this company makes you fill out a quote and you cannot get anything in writing beforehand stating anything financially so how is this even right to do to customers or myself? I called not even a half a hour back after getting policy and was transferred to a voicemail so I couldn’t cancel. I want my policy i just got today canceled and a refund!!!!

  Business Response

  Date: 01/31/2025

  Hi J*****,

  We never received a call from you for cancellation. Since we got this complaint we have cancelled you out. Please mark this as resolved. 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22845985
  

   

   

   

• Initial Complaint

  Date:01/14/2025

  Type:Product 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 signed up for a car protection policy on 12/6/2024 for my 2015 Dodge Journey. I was issued Contract # DTCFC910786. I was told I could cancel this policy for a full refund within 30 days. I decided against the policy 1 week later and have attempted to cancel by phone and email multiple times. I have been given multiple excuses preventing me from speaking to the cancellation dept. When I FINALLY reached the "Cancellation" Dept, it was the same sales rep that sold me the policy, Elie Cooper. He became very aggressive and tried to prevent me from cancelling, and I informed him I wanted to proceed with cancellation. He stated " fine, its cancelled!". When I questioned cancellation correspondence, he stated I would receive an email within 24 hours. It has been 2 weeks!! I have tried repeatedly to make contact again to ask about my cancellation without success. They have charged me twice! I have reached out to the 3rd party that is charging my card and put a stop to that, but my policy is STILL NOT CANCELLED!!! and I need to be refunded for the 2 charges. This company is obviously not willing to solve my issue.

  Business Response

  Date: 01/20/2025

  Hi *******

  We hope all is well. Your plan has been cancelled out and refunded. Please mark this as resolved. 

• Initial Complaint

  Date:01/09/2025

  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 purchased an extended warranty from this scam provider, on December 02 2024. On January 3rd i was returning from work when my truck started sliding, so I got it stopped and locked my truck into four wheel drive. When I put it in gear I heard a loud bang, folled by a bunch of crunching noises. I stopped the vehicle and got out and looked, and my drive axle had broken and was hanging . I removed the axle and called empire auto protect to let them know what had happened and I was taking my truck to the shop. My shop filed a claim for repair and it was denied with the excuse it had oversized tired on it, which is not true, I tried to tell them that 20 inch tires are what my truck called for, then I asked for a refund, and they said there is no refunds I said well why not since you are scamming people, he said that I tried to file a claim on a pre existing break down, which is not true, that tells me they are a fraud company since they are trying to come with any excuse not to refund my money. I would like my money back and I would like this fraud company penalized.

  Business Response

  Date: 01/16/2025

  Hi ******,
  I hope this message finds you well.
  You signed up for a policy on December 5, 2024, which included a 30-day waiting period and a requirement of 1,000 miles driven before activation. On January 6, you brought your vehicle to the shop, just one day after your plan became active, to file a claim. Unfortunately, your claim was denied due to pre-existing conditions and the presence of oversized tires on your vehicle.
  If we had been notified about the oversized tires and the light kit, we could have added the necessary surcharges to your policy. As your broker, we reached out to the administrator on your behalf to request assistance with the claim, but they declined to make an exception due to the pre-existing conditions.
  As a courtesy, we have refunded your payment in full. Please consider this matter resolved. If you have any further questions or concerns, feel free to reach out.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22788989

   They said I would be getting a complete refund, I haven't recieved it yet and I called them, and their so called manager got on the phone acting like a complete jerk, threatening me and telling me there was no refund. They are the ones who canceled my account after I took my truck in to get it fixed because they did not want to pay for it. I want this company charged with theft by deception because they knowingly and willingly took my money for a service they did not intend to honor. 

   

   

  Business Response

  Date: 01/31/2025

  Hi Sir,

  You have been cancelled out and refunded. Please mark this as resolved,

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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 “VSP” or extended auto warranty 12/20/2024. Talked to a Jason. I paid $112. I get online see ALOT of bad reviews so I’m worried and I want to cancel at this point. It’s the holidays so I’m told to call back on a Monday which was 12/30/2024. Customer service rep hackled me about the reason I want to cancel. I told him I just wanted to cancel and he got sassy stating that wasn’t a real reason and for me to stop lying and give him a real reason. I told him about my concerns over the reviews. He switched me over to Eric he said he was the manager and he went on trying to sweet talk me how everybody gets bad reviews here and there. Wasn’t hearing it and told him I still want to cancel. He claimed he canceled it and I asked for a confirmation email and he sends over this regular email like something he just typed up for my sake. I understand it’s the holidays so I wait and I call again to make sure my plan was canceled. I called 1/07/2025. The guy said it wasn’t canceled and connected me with another guy who I supposed helped me and said he canceled it, I asked for a confirmation email and he stated he can’t do that and he provided me a confirmation number which was 118962. So now I’m just waiting but I’m not sure if I can trust them. They also don’t have the best customer service and I have recorded my last conversation with the guy who canceled it and gave me the confirmation number.

  Business Response

  Date: 01/16/2025

  Hi *****

  We hope all is well. You cancelled the plan on 01/13/2025 and you were refunded the same day. It takes 3-5 business days to go into your account. If there is anything else we can do to assist you give us a call at 8883450084!

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 22787952
  

   

   

   

• Initial Complaint

  Date:01/04/2025

  Type:Product 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 purchased an extended warranty for my vehicle and paid $1,500 for it. I paid full amount upfront. In November I decided to cancel the warranty since I only put about 100 or so miles on my vehicle and felt like it was a waste of money to have warranty and almost never drive my vehicle. I called Empire Auto Protect in middle of November 2024 and told them I wanted to cancel policy and they said I needed to call back at 11:00 AM Eastern and cancel it then. I called back as they directed me to and they said I should call back at 12:00. I was assured they would cancel policy and give me refund and told me I would have refund no later than the 1st of December. After not getting any follow up on it, email etc. I called again on December 5, 2024 on a recorded line and ask for a supervisor and was told they would call me back before end of the day. Which they did not. I called again the next day on a recorded line and was assured they would cancel policy and I would see refund no later than 12/21/2024. As of January 6, 2024 still no refund.

  Business Response

  Date: 01/10/2025

  Hi *******, 

  Please mark this as resolved you were refunded on the card ending in 7709.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. In reference to Complaint  #22767462, Empire Auto Protect responded saying they have refunded my payment to my credit card.  I however called Capital One and they have not received any refund.  I would like case reopened until I receive my refund.Thanks you, Regards, Complaint ID: 22767462    

  Business Response

  Date: 02/04/2025

  Hi,

  We reached out to capital one and your funds have been received. Please mark this as resolved.