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:03/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 initiated a prorated refund on Jan 21, 2025 and spoke with **** who replied that he would check on it. I called again on Jan 29, 2025 and spoke with **** who stated that no refund was due because of a "standard rate fee". We spoke further and he agreed that a refund in the amount of $1,600.69 was due to me. I called and spoke with **** on February 18, 2025 and he stated that the check hadn't been issued yet. I called on March 6, 2025 and Jay stated that check #1519 had been issued February 19, 2025. I called again on March 18, 2025 and Jay stated that the check had been generated a mailed. It's now March 18, 2025 and I have not yet received a check. It feels like they are stringing me along by saying the same thing about how the check has been generated, but the billing/refund department will have to provide more information. They will not allow me to contact the billing/refund department directly.

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 12/16/24 I spoke to *******. I purchased a policy for $2350 with free tire and rim protection, I made a counteroffer if the price is dropped to 2300 then I would not need tire and rim. that counteroffer was rejected. With the understanding that I am paying 2350$ that includes tire and rim I made full payment Then, I sent a photo of the odometer reading. I indicated the mileage is as reflected in the photo which is 58040.5, however, ******* did not include the half mile increment. other customers indicate any deviation from the actual mileage would cause your contract claim to be denied. So I made that typo in the text message instead of 58040 I texted 38040 to test how much of a good faith approach this business has. ******* while seeing clearly incorrect mileage within half second resent the incorrect mileage contract to me for signature while allegedly discussing with her supervisor that this is a perfect contract as the customer would be paying 125$ monthly if he decides to prorate the refund while they can use that inconsistency to deny every single valid claim. I pointed out the inconsistency as the final contract did not include the correct mileage listed in the photo evidence, to which ******* resent the contract again that included the correct mileage on the car yet all of a sudden included 179k miles instead of 158k. inconsistency sufficient enough to deny every valid claim. ******** stopped responding to my text messages, when I called her she stated: "oh we are so busy with other customers" the company also has provision that allows them to pro-rate the refund based on number of months that you had coverage for but my contract doesnt say a word about it which is deceptive. Critically, there is a provision that says: we deny all claims if the breakdown is probably caused by a part that is not known to the customer. This is directly deceptive, I asked for refund but ******* not responding anymore. I havent signed the contract and I am within 30 days

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 bought the Mercedes S550 listed on eBay. I was assured by the seller that the car had no issues or mechanical problems. However, when it was delivered, I discovered that it produced white exhaust smoke. This was a clear indication that it had a blown head gasket. The repair of this problem will cost between $2000 and $3000.

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased an auto protection policy from Select Auto Protect for my auto on February 2nd, 2024, in the amount of $2,150. I NEVER used the policy, and the company never covered any items or they were not covered items. I sold the car and now want a refund. I NEVER used the policy. I was offered a $775 refund. The policy is less than one year old and never used. I respectfully request a full refund in the amount of $2,150. Thank you.

• Initial Complaint

  Date:11/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 this extended auto warranty on January 10, 2023, for $3,300.00 which is supposed to cover my 2015 BMW M3 from 2/10/2023 to 2/9/2028 or 156,317 miles, whichever comes first. At the time of the purchase, my odometer was 80,317 miles. I specifically asked the sales representative if I would get a refund should I sell my car or cancel before the end of the term on the contract and the representative stated "yes". I sold my car on 7/7/24 with an odometer reading of 91,488 miles. I called Select Auto multiple times requesting for a refund for the remaining 3.5 years and about 60,000 miles worth of coverage. I was informed to send an email to [email protected] with proof of sale and odometer reading, which I did on 8/26/24. I did not hear anything so I called again on 11/5/24 and requesting to speak with a manager. The manager told me that there was no refund to give back because they charge a rate of $250 a month which would amount to more than the $3,300.00 amount that I paid. This information was not disclosed to me at the time of purchase, nor do I see it in the contract (attached). This company used a bait and switch tactic to lure customers to buy their product and refuses to give a refund for unused portions of the coverage.

• Initial Complaint

  Date:10/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 bought the service contract on 6/10/2024 for $1250 I attempted to use the coverage to cover and issue I was having 3 months later. They refused to cover it and my car spent weeks in the shop waiting and getting the runaround. They kept finding different reasons not to cover it. I cancelled on Sept 18th, to which they told me that the prorated refund was only $600. (I was 3 months in to a 24 month contract) The they told me the refund would take 10-15 days. Its now been about 23 days and no refund. I called and emailed multiple times and they haven't answered or returned calls. So the $600 amount is WAY less than I should be getting, but havent even gotten that! These guys are clearly crooks and need to be shut down. Look at the complaint history. There is a pattern.

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 bought this extended warranty plan for my son’s used car. Within the warranty period, he needed a repair on a covered mechanical breakdown. I called the warranty company, sent them the appropriate proof of car care, and was issued a claim number, then brought the car and claim number to an accredited mechanic. They fixed the car and they were supposed to file the claim. I paid for it with the expectation of being paid back by the warranty company. When following up, the select auto told me they had an inspector scheduled. Well the car was already repaired! So I asked for them to pay me based on the claim number I had been given. I called probably 5-7 times and each time someone first told me they were waiting on me to send in the proof of regular maintenance on the car, and when I told them they already had that, they then would send me to a “manager” who would tell me the issue had been elevated to corporate and I would receive a call back the next day… which I never did. I emailed also with no reply. I am convinced this is a fraudulent front that takes your money and then gives you nothing in return but the run around. I have been scammed. Don’t fall for the scam like I did.

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 third-party car warranty with Select Auto Protect on September 18, 2023 for almost $2000. Within this policy, I picked the platinum package, which is the highest level they offer and covers a range of items policy. On June 4, I took my vehicle to a Ford Dealership because the coolant temperature light would come on every now indicating temperature was too hot. The technician after the report determine there was a leak coming from the water pump. My policy says it covers components to the main water pump. Once I determine that my warranty policy should cover this issue, I decided to file a claim. Select auto then proceeded to have me submit maintenance reports which I did in a timely manner. Then they mentioned they would need to send an inspector to go out and view the vehicle which took over a week to complete. It was determined that the water pump was leaking coolant due to a gasket. Confirming what the Ford technician had already diagnosed a car with. Select Auto Protect denied the claim because of the leak and not the water pump failing. My policy does not state water pump needs to be failing for it to be fixed by Select Auto Protect, it just says water pump components are covered. The company insist claim is denied due to an exclusion in my policy that states, no repairs due to loss of lubrication. It would determine by the Ford dealership technician and the inspector the third-party company hired that the leak was due to a broken gasket not once was lubrication mentioned as a issue. The company has been stalling to get to this resolution. They’ve offered $200 to fix this issue, which I rejected and requested for the full cost of the fix. Ford mentioned this would be a $3000 fix which I believe I am owed. Lastly, I’m a currently renting a car due to my car still being in the shop while this issue gets resolved. I have currently spent $1200 on rental car fees.

• Initial Complaint

  Date:04/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 "platinum" 5-year warranty from this company for $3,500 in May, 2023. I was told multiple times during the sales process that I could cancel at anytime and receive a pro-rated refund for any unused time, based off of my initial $3,500 purchase. I called to cancel less than 9 months into the policy (I never submitted a claim and just decided I didn't need it). My prorated refund was supposed to be greater than $3,000. However, I was told by Jon Davis that I'd be receiving $1,100 off of a "market rate" price set by them. When I asked how this was calculated and to validate it, he refused to tell me, simply replying "this is what it is." I followed up 6 times in emails and phone calls, and received no further explanation. I asked where in the contract it stipulates this "market rate," (despite being assured by the salesperson ***** ****** that the proration amount would be based off of the $3,500 rate) Jon Davis could not point to the source of this secret calculation. It was as if he just wanted me to accept his diminished offer without asking questions ($2,000+ less than what I was owed and represented to me during the sales pitch by ***** ******). I finally gave up and told them to just send me the check, I was exacerbated by the runaround. John said it was being sent out that day (I have all this in email exchanges). After calling multiple times a week and receiving no response, and after emailing many times, a full month passed. I finally got Jon to answer his cell phone. He responded "yeah, I thought that was sent out...are you sure you just don't want to keep your policy?" After telling him I had kept meticulous records of all our interactions and would be contacting an attorney, he finally agreed to send out the check. This company should not be in business. They misrepresented the refund policy, lied about the proration process, and lied throughout the cancellation process in hopes I'd "give up."

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 on 4/2/2021 as follows: Policy Number 8587795 Plan Selected Platinum Policy Holder ***** ****** Vin Number ***************** Covered Vehicle 2019, Ford, F-350 20,000 Miles Coverage Term May-02-2021 To May-02-2026 or 96,000 Miles Deductible $100 Coverage Start 05/02/2021 & 1000 Miles Cost $2300 My truck broke down March 13, 2024 and I took it to the Ford Dealer that I purchased the vehicle from for repair after filing a warranty claim with Select Auto Protect. The truck odometer was at 40k miles. The dealer diagnostics confirmed that a steering gearbox had failed and quoted $3,200 for repair. Select Auto sent an inspector to verify and in fact verified that the steering gearbox failed. After two weeks, Select Auto Protect denied the claim and stated that it would not be covered. Their reasoning was that the truck had after market shocks on the truck which it does but the dealer confirmed that shocks have nothing to do with the steering gearbox. Also, when I purchased the extended warranty in 2021, the shocks were listed and disclosed as an aftermarket upgrade on the truck. Select Auto Protect stated that this would not affect the warranty. After numerous calls from the dealer and myself Select Auto Protect has continued to deny coverage. After three weeks in this process, I requested a refund of the prorated amount of the warranty. Select Auto Protect said I would actually owe them money if I canceled the warranty. They could not produce a formula for the prorated refund amount calculation. I am only into the warranty 20,000 miles out of 96,000 miles of coverage and 3 years of 5 year coverage. There should be some prorated amount refunded back to me. This is my complaint that they will not correctly calculate a prorated refund amount of the initially paid $2,300 fee.