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:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 5 year warranty with them on 12/20/2023 for my 2020 McLaren. I sold the car and reached out to cancel on 7/25/2024 for a pro-rated refund as promised by the salesman "****" and as agreed upon in their contract "Transferable: All plans are tranferable and pro rateable." When I reached out to "****" to cancel the plan, he insists that the plan cannot be pro-rated and that they do not "owe me any money". This is a blatant lie and it is in the contract plain as day. After pointing it out, **** reluctantly agrees that this is true. I was then transferred to a "manager" because **** and other customer service reps that you reach on their 8883450084 number can't work on this. The manager again tries to swindle me by saying that it is not pro-rateable and only after we pull up the contract again that he reluctantly admits that it is pro-rateable. He says that he will send me a document of some sort to sign to confirm the cancellation within 24 hours and then they will mail out a check with my prorated refund. 3 business days pass - nothing. I call back again and the customer service reps don't even transfer me over to the manager because they are "backed up". Agents always promise that there will be a resolution within 24 hours. PURE LIES. They have a script that they all stick to to d*ck you around hoping you'd forget/just take the loss. Never have I come across a company that makes it so easy to sign up but so difficult to cancel. Thankfully, I never had to use the warranty on the McLaren but judging from the other complaints, they talk a great game before you pay and don't ever come through when you need to. Word of caution to anyone who considers Empire Auto Protect: STAY AWAY. This company is practically an organized crime unit. As a matter of principle, I will pressure them until this gets resolved. Happy to partake in any media coverage on this fraudulent company and it's shady practices.

  Business Response

  Date: 08/09/2024

  Hi Mr. ******

  We have refunded you via check your pro rated refund!

  Customer Answer

  Date: 08/26/2024

  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. Hi BBB, I’d like to reopen this complaint. This fraudulent company promised that I would receive my check by 8/15 and they would provide me with a tracking number. It’s now 8/23 and I have not received a tracking number (nor any form of communication from them at all) nor have I received the check for my refund. Please reactivate this complaint #22074043Thank you Regards, Complaint ID: 22074043    

  Business Response

  Date: 09/04/2024

  Dear *** ******
  I trust this message finds you well. We have identified a discrepancy related to a recent transaction on your account. It appears that a charge of $5,000 was disputed on your credit card, resulting in a chargeback. However, we had previously issued a check for the same amount, which was cashed on September 3, 2024.
  This situation has led to a duplicate refund of $5,000. We kindly request that you return the overpaid amount at your earliest convenience to resolve this matter.
  We value your prompt attention to this issue and look forward to your cooperation. Should you require any further information or assistance, please do not hesitate to contact us.
  Thank you for your understanding.

• Initial Complaint

  Date:07/29/2024

  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 vehicle warranty on 5/02/2024 thru Empire Auto Protect. I took the covered vehicle for diagnosis, which triggered a claim. Upon hearing the covered amount and asking for more clarity on the contract exclusions, I determined that I no longer wanted this contract. When I indicated I wanted to cancel, Empire Auto Protect said they would reach out to the Administrator (North American Auto Care, based in McKinney, TX) and negotiate a higher payout. I was contacted by "********" from Empire on 7/20/2024 indicating "all repairs on the list would be covered". I found out I was lied to, and I was given the run around for another week. I e-mailed, requesting a cancellation of Contract #DTCEX910483 on Friday 7/27/2024, and I was told this would be completed on Monday. When I reached out this morning, I was told by the sales person that I could not cancel this contract as a claim has already been filed. Though the claim was never paid, I am still told I can't cancel my contract for a prorated refund. I believe I am being lied to, and that Empire Auto Protect is in violation of consumer protection laws in both Delware and Maryland.

  Business Response

  Date: 08/07/2024

  Hi ********

  We hope all is well. Our adminstrator approved $2102.00 towards your claim. 

• Initial Complaint

  Date:07/27/2024

  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 vehicle warranty through Empire auto direct. The first deposit was for $1000 on April 4 and the remaining balance was $7499 on April 5 2024. On July 1, 2024 I was notified by one 1-800 warranty/ EMPIRE AUTO DIRECT that my coverage would be canceled and That I would receive a full refund for what I paid for the warranty and I have failed to receive a refund. I have made several attempts contacting the sales person in regard to providing a refund via telephone/text message and they continue to tell me that they sent out checks however I have not received anything. I requested a tracking number and a number of the check that was issued however, the representative stated that they could give me an internal tracking number used to identify the location of the check and they could not disclose the check number that was issued to me. in the last month, Empire auto direct has claimed they’ve mailed three checks and I have yet to receive anything in the mail. any assistance you can provide would be greatly appreciated.

  Business Response

  Date: 08/05/2024

  Hi *******,

  We refunded the payment of $8499.00 back to your American Express on file!

  Customer Answer

  Date: 08/14/2024

  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: 22053968

  To whom is may Concern: 

  I filed a dispute against Empire Auto Direct with my credit card company  American Express and  American Express issued a temporary credit while they conduct their investigation. I spoke with a sales representative “Jeffrey” after this complaint was filed and he stated that he would not assist with my refund because I filed a dispute with my bank and listed his name in the narrative of the dispute and posted it online.He further stated that they knew exactly what to say to the bank so that they can get their money back and then I will be calling them within a few weeks to beg for my refund back. Yesterday I called American Express to update them on the response from Empire auto direct to the BBB stating that they had refunded my account for  the $ 8,499.00. American Express confirmed that they have not refunded anything and that the investigation is still in an open status. With American Express confirming they have not refunded the $8499.00 this matter has NOT been resolved. 

   

  Business Response

  Date: 09/06/2024

  Hi ********
  Unfortunately, when a dispute is filed through your bank, we are required to respond to American Express, which can extend the process beyond the time frame of a standard refund. At this stage, the outcome is determined by your bank, and it's no longer within our control.
  We truly wish you the best and want you to know that we’re always here to assist you.
  Best regards,
  The Empire Auto Protect Team

• Initial Complaint

  Date:07/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warrenty for my truck and went to take in my truck . The dealer called the company with the findings at that time . They denied it . They said that the truck need 1,000 miles on it before fixing it . So then we tried to figure out why and come about it the odometer was not working for the miles I put on it after I bought the warrenty doesnt show but I I went 4 x back and forth from Cheyenne to Nebraska which is way over 1,000 miles . So we called and told them qe did put the 1,000 on it it just not showing cause the shop figured out that the odometer is not working. So the dealer told then it has had the mileage it just doesn't show cause the odometer stopped working before and no one knew . The odometer was working just fine before we signed up with the warrenty and right afterwards too. They need to follow through with the contract and fix my truck . I might have to go and get a Attorney to go after them for not fixing my truck . I am asking them to fix my truck like they should .

  Business Response

  Date: 08/05/2024

  Hi ********

  We reached out to the adminstrator. Unfortuantely, the claim was not covered because you pushed up the miles on the odometer fraudulently. In good faith, we refunded your last monthly payment. 

• Initial Complaint

  Date:07/22/2024

  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.

  7/15/2024 prior to purchasing a vehicle I purchased the warranty paying $87 I was told I can get a refund if I end up not getting the vehicle. My brotherinlaw bought the vehicle himself purchasing his own warranty. Since I put his name on the warranty he had to be the once to cancel though I am the one who signed up and paid. The company continued to call me a liar because I “lied” about not purchasing the vehicle since in their records brther inlaw did. I did not purchase it myself as planned it was not mine, so I asked for a refund. They would not send me a refund confirmation and told me it would be 4-7 business days. I spoke to my bank and my bank takes 2-4 business days and they let me know there is no refund being processed from this company. I called back 7/22 and I spoke to **** he let me know it is 7-10 days. I was trying to ask him questions and he repeatedly told me since I was a liar and no longer a customer he would not speak to me. He stated I called 7 times last week so he will not help me. I only spoke to someone twice last week, for the refund and a follow up. (So twice) Repeatedly he would hang up on me. He threatened me, telling me he would just keep me on hold and not answer anymore since I was no longer a customer. I continually asked if I could just speak to somebody else even if he doesn’t want to help me. I just had some questions He repeatedly told me no and continued to hang up on me after Interrupting me . I called Hoping to talk to someone else but now **** Was the only one answering my calls and he threatened to just Keep me on hold if I keep calling. At this point, I was in tears for being treated like complete crap. I asked even if they were not Manager if I can speak to someone else. **** just continued to treat me like complete garbage telling I cannot speak to anybody. That is no way to treat a human being. I still have not received refund and the bank continues to let me know there is no refund being processed from this company.

  Business Response

  Date: 07/31/2024

  Hi *********

  We hope all is well. We needed the policy holder to call in to cancel the plan. Once the policy holder called in we refunded you guys immediately. 

• Initial Complaint

  Date:07/19/2024

  Type:Product 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 is a definitely scam. I called in on July 4 get an extended warranty for my ford transit and they charged me immediately $99.96 stating that my contract will come in 7-10 business days and the electronic version within 24 hours. I did not get the electronic within these 24 hours and gave them a call on July 9 asking about the contract again. The rep resend it to me immediately and I looped into ot as I have previous bad experience with a similar company when they charge and not cover when it comes to claims giving all kind of excuses. So I found out that my contract with Empire does not cover commercial vehicles at all despite in that when I called in the first time my question to Robin ( the sales rep) was if they cover commercial vehicles and despite on that when any insurance company put in the vin # it van clearly see what kind of vehicle is that as well as confirming with me a out Ford Transit 350 hd. Anyone in the world knows that any type of Ford TRANSIT is NOT a leisure car and it is a COMMERCIAl vehicle. So I decided to call in again and cancel on July 12 a customer service rep was trying to give excuses and change the contract for commercial which was some amount more. Naturally I refused and insisted on my cancellation and the full refund. He confirmed that with me and I will get my refund in 3-5 days. To my question do I need to write an email or something in written he said that there was no need as we were on the recorded line. Today is July 19th and I still did not get it. I called in to check where was my refund and now a rep named Sean started playing games with me from the scratch stating that there was no cancellation issued and trying me to keep as a customer stating that they can add commercial vehicle and my copy of the contract is still on its way. Again I refused and insisted on cancellation and refund. Again he said he now processed and again I will get my refund in 5-7 business days and the confirmation will come in my email again.

  Business Response

  Date: 07/26/2024

  Hi *****,

  We hope all is well. In your state we do not cover commercial vehicles. As a courtesy we have refunded your payment.

  Customer Answer

  Date: 08/02/2024

  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. However, they need to be upfront honest and not give promises in order just to charge anybody and hook up on a yearly payment hoping this will work Regards, Complaint ID: 22014560

• Initial Complaint

  Date:07/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold an "exclusionary" vehicle service agreement ("VSA") by this business. I specifically asked for one because I live in California and those are the only types of VSA's that are permitted in this state. The agent who sold me the policy confirmed it is exclusionary in writing. The policy that was sent to me by the company specifically said it was a California policy and that it was exclusionary which means only the items listed in the policy are excluded from coverage. I submitted my first claim which was approved in April 2024. They still have not paid it though. I submitted my second claim in July 2024. This time they said that the claim was rejected because the two parts were not covered, even though they were not listed in the exclusion section of my written policy. When I pressed the claims representative, he indicated that I did not have an exclusionary policy and that they do not issue those - even though the sales agent had told me in writing the policy is "exclusionary" and the policy language itself says so as well.

  Business Response

  Date: 07/26/2024

  Hi ******, 

  We hope all is well. THe components that were wrong with your vehicle are not covered under our vehicle service agreement. As a courtesy we offered you a $2000.00 dollar courtesy offer.

  Customer Answer

  Date: 08/20/2024

  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. Sorry I did not respond to this earlier.  I was on vacation when the first notice came in.I do not accept the vendor's offer to provide me with a $2,000 discount.  I was sold an "exclusionary" policy and this is what I expect to receive.  I was forced to pay for a $1,700 repair recently that should have been covered based upon the written policy I was issued and the written representations made by the sales person at the vendor who specifically said this would be an exclusionary policy that would cover all components of the car except for wear and tear.Therefore, I would like to do mediation or arbitration with this vendor.Please advise how to proceed. Regards, Complaint ID: 22004069    

  Business Response

  Date: 08/29/2024

  Hi *******

  We went over this again with our legal department. The best we can do is offer you a $2000.00 courtesy offer. 

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch, false advertising. This company is a scam!! When I signed up, I was sold a policy and then when I received my policy in the mail, it was a completely different coverage policy. Half of what I was sold wasn’t covered on my vehicle. I was told multiple times I had roadside assistance. And the one time I needed roadside assistance I was told over the phone that I didn’t have roadside assistance, I was told that I had coverage through the end of month I when I canceled and when I needed their assistance once again, they changed their story. This company is running a scam. Please do not sign up with them! They will steal your money and switch your policy and not cover what they tell you when they are selling you the policy.

  Business Response

  Date: 07/17/2024

  Hi *******
  We hope all is well with you. At the time of signing, your vehicle had over 200,000 miles, which qualifies it only for basic coverage. Additionally, since you elected to cancel the policy, all benefits associated with the coverage are no longer available to you.

• Initial Complaint

  Date:07/02/2024

  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 recently purchased the titanium top-tier coverage for my jeep grand Cherokee with ***** from Empire auto warranty company. More recently, my car was having some issues so I sent it in for repair even though it’s been over 30 days and over the 1000 mileage waiting. Period. They are still denying my claim while my package warranty should cover what is to be fixed. Their excuse is that my title is a salvage title. But I did get proof from the department of motor vehicles that my title is a clean title still, they are denying my claim, and now trying to blackmail me into receiving my refund as I posted a review on them on Google. Everyone needs to be aware that they are scammers. On the phone call I had with their supposed manager. He stated that they are not actually a real warranty company. They are only a broker which I then asked for his brokerage number and he refused to give that as I believe he doesn’t even have a real brokerage number, they are doing business illegally, refusing to give refunds and giving out fake policy contracts as they’re not a real warranty company that can actually accept and pay for A claim. I would like my full refund as well looking into suing this company for this hardship and fraud as it has been over two weeks going back-and-forth trying to get my car Repaired and paid for my purchased Warranty.

  Business Response

  Date: 07/07/2024

  Hi ******

  We hope all is well. Since you did not disclose to us that your vehicle was a salvaged title the claim was denied. Here at Empire Auto Protect. We have specefic plans for salvage title vehicle. If you look on CarFax and insert your vin number your vehicle clearly comes up as a salvage title vehicle. If you would like to switch over to a salvage title plan we are willing to do it for you free of charge. Have a Happy 4th of July. 

  Customer Answer

  Date: 07/17/2024

  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. I have turned in the Proof from the DMV that my title is a clean title, not branded salvaged or rebuilt. Yet still they are trying to go off misguided and misinformed information off of carfax when anyone can put informantion on Carfax. They are still denying to fix my vehicle.  Regards, Complaint ID: 21931606    

  Business Response

  Date: 07/26/2024

  Hi,

  We do wish you the best but car fax clearly states that the vehicle is a salvaged title. Every company in the industry goes based off car fax. If it is a mistake in the system with car fax reach out to them and have them update it.

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got empire auto in may, I was told I could use the service after a 30 days and they would send me a packet with all the information. I didn’t get my packet tell the end of June, once I did receive it I had been charged for 2 Months. I read over the packet and noticed it said I could use the service for after 30days and 1000 miles. Unfortunately I don’t drive often and it would take me 6 months at lease to hit 1000 miles so I called to cancel it. I was told it would be cancelled but was charged again for a 3rd month. When I called today to tell them I was told they didn’t see that I had called and that they would cancel it now but I was basically out my money for this month.

  Business Response

  Date: 07/07/2024

  Hi *********

  We hope all is well. Since you did not hit your 1000 mile waiting period you were still in the validation period where you can't file any claims. In good faith we refunded your last payment.