ComplaintsforLine 5, LLC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancel the service and they sent me a cancellation email and try to charge me money that I do not owe

  Business response

  09/20/2024

  Mr. ****** cancelled his vehicle protection plan earlier today, two days after purchasing it.  Upon notification, Line 5, LLC (the company which financed the vehicle protection plan) flat cancelled Mr. ******** loan, meaning that Mr. ******** account has been closed and he currently owes nothing to Line 5, LLC.  Additionally, Mr. ****** was never sent a bill in connection with his Line 5, LLC account, nor has he ever been asked to make any payments in connection with this account.  As such, it is entirely unclear why Mr. ****** felt the need to make this complaint.  Nonetheless, Line 5, LLC believes this complaint to now be fully resolved.  However, should Mr. ****** wish to discuss this matter further, he may contact Line 5, LLC at ************. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company was informed about the cancellation of the service, but chose to ignore that and proceed with the service which included a loan I didn't request. Even though the service was cancelled they proceeded they took money out of my account and when I found out I stopped it. They still want me to pay for it even though they have a recording of me cancelling it. When I found out that I had to pay a fee as well as the contract amount I cancelled it. They have it on a recording.

  Business response

  08/23/2024

  Thank you for providing Line 5, LLC with an opportunity to address and respond to your concerns.  Line 5, LLC takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. 
  
  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC does not finance the purchase of the underlying automobile.  Line 5, LLC is also not the company which offers or administers the automotive products which are being purchased by the consumer.  Line 5, LLC offers it financing services through various third-party automobile dealerships and sellers strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time of their purchase. When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5, LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the activation of the product which the consumer purchases, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5, LLC.  Once Line 5, LLC funds the customers loan, the customer becomes obligated to repay the loan to Line 5, LLC pursuant to the terms of the Retail Installment Contract.
  
  Here, ************** purchased a vehicle service contract from ***************************** which is a separate and distinct legal entity from Line 5, LLC, on July 27, 2023 and elected to finance the purchase of that vehicle service contract (totaling $3,480.00)through Line 5, LLC.  Upon receipt of the Retail Installment Contract signed by ************** and the vehicle service contract signed by ************** (copies of which are being uploaded with this response) Line 5, LLC issued funding to ****************************.  Pursuant to the terms of the Retail Installment Contract signed by **************, ************** was to make 48 monthly payments of $86.58 to repay his loan, with the first payment being due on August 26, 2023.  Presently, the account has a remaining balance of $3,330.67.

  
  Line 5, LLC is aware of Mr. ****** contention that he previously cancelled the vehicle service contract he purchased from ***************************** however that has absolutely no bearing on his obligation to repay the loan he took from Line 5, LLC.  When a vehicle service contract is cancelled prematurely a prorated refund is typically issued by administrator of the vehicle service contract, and if those funds come to Line 5, LLC they will be deducted from the balance due and owing on the customers account; if there is a remaining balance on the account the customer remains obligated to pay off that balance, if there is an overage the excess funds will be returned to the customer.  Here, ********************** has not received any funds as a result of Mr. ****** alleged cancellation of his vehicle service contract.  As such, the present balance on his account with ********************** is $3,330.67 and he remains obligated to repay that loan.

  
  To the extent that ************** takes issue with the manner in which **************************** explained to him the vehicle service contract, the fact that he was financing the purchase of the vehicle service contract through Line 5, LLC,and/or the cancellation of the vehicle service contract he purchased from them,Line 5, LLC would advise ************** to address those issues directly with ****************************. Line 5, LLC played absolutely no role in the sales process,nor the claimed cancellation process, has no knowledge of what information was or was not relayed to ************** by ***************************** and therefore is not in a position to comment upon ************** concerns regarding the conduct of ****************************.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company told me I was paying to much though carshield and said the could give me a cheaper quote than they took a ****** down and than billed me with 2 different account numbers and to different quotes when you called they said they only have one bill for me and gave some other number to call about the other account I'm so confused I at this s point just want to cancel and get my ****** back

  Business response

  08/19/2024

  Thank you for providing Line 5, LLC with an opportunity to address and respond to your concerns.  Line 5, LLC takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. 
  
  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC does not finance the purchase of the underlying automobile.  Line 5, LLC is also not the company which offers or administers the automotive products which are being purchased by the consumer.  Line 5, LLC offers it financing services through various third-party automobile dealerships and sellers strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time they purchase their vehicle.  When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5,LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the activation of the product which the consumer purchases, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5, LLC.  Once Line 5, LLC funds the customers loan, the customer becomes obligated to repay the loan to Line 5, LLC pursuant to the terms of the Retail Installment Contract.
  
  Here, **************************** purchased a vehicle service contract from Exclusive National Home and ********** which is a separate and distinct legal entity from Line 5, LLC, on August 9, 2024 and elected to finance the purchase of that vehicle service contract (totaling $3,212.00) through Line 5,LLC.  Line 5, LLC was not a party to the sales transaction, and has no knowledge of the conversation(s) which took place between **************************** and Exclusive National Home and *********.  To the extent Ms. **************************** takes issue with the comments and/or actions of Exclusive National Home and ********** we would invite her to address those concerns directly with Exclusive National Home and *********.  The contact details for Exclusive National Home and ********* are as follows:  ************************************, **************.

  
  Pursuant to the terms of the Retail Installment Contract signed by **************************** (a copy of which is being uploaded with this response), **************************** was to make 28 monthly payments of $144.48 to repay her loan, with the first payment being due on September 8, 2024.  The Retail Installment Contract signed by **************************** has no mention of her making a $180.00 down payment, and any down payment made by **************************** would have gone to Exclusive National Home and ********* not Line 5, LLC.

  
  As **************************** noted in her comments, she only has one account with ********************** (Account No. *******. To the extent that **************************** received paperwork from Line 5, LLC referencing two different account numbers, we apologize for the confusion.  Only Account No. ****** is active.  It is believed that the letter sent to **************************** referencing another account number was based off of a second submission to Line 5, LLC from Exclusive National Home and ********** but which was never funded by Line 5, LLC and therefore the account was never actually opened.  Again, we apologize for any confusion in this regard and would advise **************************** to simply disregard any correspondence pertaining to the other account.

  
  ********************** is also happy to assist **************************** in cancelling her vehicle service contract and closing out her Line 5, LLC account such that she will not owe anything to Line 5, LLC and will not need to make her upcoming September 8th payment.  We simply request that she contact Line 5, LLC at ************** to confirm that she wishes to cancel her vehicle service contract so that we can begin that process.  In the interim, her account with ********************** will remain open and her vehicle service contract will remain active.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Not honoring cancellation of policy and our money gouging to add more money on a cancelled policy.

  Business response

  08/19/2024

  Thank you for providing Line 5, LLC with an opportunity to address and respond to your concerns.  Line 5, LLC takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. 
  
  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC does not finance the purchase of the underlying automobile.  Line 5, LLC is also not the company which offers or administers the automotive products which are being purchased by the consumer.  Line 5, LLC offers it financing services through various third-party automobile dealerships and sellers strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time they purchase their vehicle.  When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5,LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the activation of the product which the consumer purchases, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5, LLC.  Once Line 5, LLC funds the customers loan, the customer becomes obligated to repay the loan to Line 5, LLC pursuant to the terms of the Retail Installment Contract.
  
  Here, **************** purchased a vehicle service contract from Auto Defender, which is a separate and distinct legal entity from Line 5, LLC, on February 27, 2024 and elected to finance the purchase of that vehicle service contract (totaling $4,212.00) through Line 5, LLC. Pursuant to the terms of the Retail Installment Contract signed by **************** (a copy of which is being uploaded with this response), **************** was to make 42 monthly payments of $140.23 to repay her loan, with the first payment being due on March 28, 2024. 
  
  On August 5, 2024 **************** advised Line 5, LLC that she wished to cancel her vehicle service contract. At that time she was advised to contact Auto Defender to cancel the vehicle service contract she had purchased from them, and was provided with their telephone number, **************.  **************** was further advised that the cancellation process can ***********-8 weeks to complete, and that her account with ********************** will remain active until the balance on her account is paid off in full regardless of whether the underlying vehicle service contract has been cancelled. To the extent that Line 5, LLC is provided with any cancellation refund from the vehicle service contract provider and/or seller, Line 5, LLC will apply those funds to the balance on Ms. ******* account (which is presently $4,046.64,consisting of $3,929.33 in principal, $107.31 in interest, and a $10.00 late fee as her account is now 19 days past due). If the refund received by Line 5, LLC covers the full balance on ***************** account with ********************** the account will be closed and any overage will be returned to ****************.  In the event that the refund received by Line 5, LLC does not cover the full balance on ****************** account, she will remain responsible for the outstanding balance.  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a Chrysler Voyager on June 16th 2024. I was told of a free 6 month warranty and nothing else. This free warranty has nothing to do with this company might I add! Signing all the paperwork they told me I would have two payments every month. I thought I had a really high car payment! Something happened with my tire so Im reading through my paperwork to see if the free warranty covers it! I stumbled across the Line 5 paper with a 4500 loan! I want to mention I dont even purchase 2$ warranties at ******** I would never purchase an extended warranty for 4500! So I immediately contact the dealership on July 20th. July 20th I filled out a cancellation form. The first payment was due on the 30th. I called the dealership again on the 25th to make sure they got it and had to resend a cancellation form again on the 25th. Line 5 kept calling me the first time I told ********** was canceling because I was unaware of the loan and thought they split up my car payment. He informed me to cancel with dealership which had already been done! I got another phone call to do a welcome call and I ask why when I canceled the policy! The lady who I spoke with said oh yes I see it here that its being canceled have a good day! So fast forward to yesterday August 15 I speak to **** again your policy hasnt been canceled and the lady you spoke with is new she was wrong! So I call the dealership oh the guy you spoke with is no longer with us! So I reply OK you guys are doing something SHADY! When did this guy leave your company because the day I sent the cancellation paper he was working there. There should be no reason it should be this big of an issue to cancel something. They threatened to hurt your credit every single time they call you every message they send, but you literally have to jump through hoops and beg them to cancel. Super shady that I was sold a policy, totally unaware and cant cancel it!

  Business response

  08/16/2024

  Thank you for providing Line 5, LLC with an opportunity to address and respond to your concerns.  Line 5, LLC takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications. 
  
  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC does not finance the purchase of the underlying automobile.  Line 5, LLC is also not the company which offers or administers the automotive products which are being purchased by the consumer.  Line 5, LLC offers it financing services through various third-party automobile dealerships and sellers strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time they purchase their vehicle.  When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5,LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the activation of the product which the consumer purchases, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5, LLC.  Once Line 5, LLC funds the customers loan, the customer becomes obligated to repay the loan to Line 5, LLC pursuant to the terms of the Retail Installment Contract.
  
  Here ******************** purchased a vehicle service contract from ****** Park Chrysler Jeep Dodge, a car dealership in ***********, *****, which is a separate and distinct legal entity from Line 5, LLC, on June 15, 2024 and elected to finance the purchase of that vehicle service contract (totaling $4,500.00)through Line 5, LLC.  Pursuant to the terms of the Retail Installment Contract signed by ******************** (a copy of which is being uploaded with this response), ******************** was to make 40 monthly payments of $155.01 to repay her loan, with the first payment being due on July 30, 2024. 
  
  On July 25, 2024 ******************** contacted Line 5, LLC to advise that she wished to cancel the vehicle service contract she purchased from ***************** Chrysler Jeep Dodge, and Line 5, LLC provided ******************** with detailed instructions on how to cancel the vehicle service contract through the Line 5 website.  ******************** was also advised that she was still responsible for making monthly payments on her account until the account was paid off in full.
  
  On July 30, 2024 Line 5, LLC issued a cancellation notice for ******************* vehicle service contract (a copy of which is being uploaded with this response), and it is anticipated that she will receive a refund from the vehicle service contract provider of $4,361.40, which will be sent to Line 5, LLC and applied to the balance remaining on ******************** account.  Typically, this process takes 6-8 weeks.  In the event that the anticipated $4,361.40 refund covers the full balance on ******************** account, her account will be marked as paid in full and Line 5, LLC will send any overage to ********************.  If a balance remains on ******************** account after the refund is applied, ******************** will remain responsible for the outstanding balance on her account.  ******************** has also been advised that she should continue to make payments on her Line 5, LLC account until the account is paid in full.
  
  To the extent that ******************** takes issue with the manner in which ****** Park Chrysler Jeep Dodge explained to her the vehicle service contract and/or that she was financing the purchase of the vehicle service contract through Line 5, LLC, Line 5, LLC would advise ******************** to address those issues directly with ****** Park Chrysler Jeep Dodge. Line 5, LLC played absolutely no role in the sales process and has no knowledge of what information was or was not relayed to ******************** at the time of her purchase, and therefore is not in a position to comment upon ******************** concerns regarding the conduct of ****** Park Chrysler Jeep Dodge.

  Customer response

  08/16/2024

   
  Complaint: 22151613
  
  I am rejecting this response because: I spoke with ****/**** on August 14th first him telling me to contact the dealership to cancel and then this email saying the exact same thing. Now you are saying you canceled it on the 30th. I filled the form out on the 20th. Did you just create this cancellation form? I shouldnt have to pay a dime for something I was tricked into buying. If there was one payment due of ****** up until now why do I owe almost 400? Somehow some way you are making money off of me. Still seems extremely shady.

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

  Business response

  08/16/2024

  Thank you again for allowing Line 5, LLC to address and respond to ********************' concerns.

  The cancellation form which ******************** filled out on July 20th is very clearly a form utilized by *****************************, which is the dealership from which ******************** purchased her vehicle service contract.  ***************************** and Line 5, LLC are two separate and distinct businesses, and Line 5, LLC has absolutely no control or authority over ******************************  Line 5, LLC also has no information as to why ***************************** failed to act upon ******************** July 20th cancellation request, and would once again advise ******************** to contact ***************************** to the extent she takes issue with the conduct of that company.  

  As previously stated, ******************** first contacted Line 5, LLC to advise that she wished to cancel her vehicle service contract on July 25, 2024, at which time she was provided with detailed instructions on how to go about cancelling the vehicle service contract through Line 5, LLC's website.  On July 30, 2024 Line 5, LLC issued a cancellation notice for ******************** vehicle service contract.  The numbers set forth in the cancellation notice previously uploaded are estimates only, and if the cancellation refund received by Line 5, LLC is equal to or greater than the current balance on ********************' account the account will be closed and any overage will be returned to ********************. 

  With respect to the concerns about how these estimates were calculated, the estimated amount remaining after the refund is obtained is based upon ********************' payment history.  The original amount financed was $4,500, ********************' July 30, 2024 payment from her checking account was declined due to insufficient funds ("NSF") and a $30.00 fee was incurred by Line 5, LLC as a result of the failed transaction and applied to her account, to date there has been no successful payments on the account to reduce the principal, and $152.30 in interest has accrued per the terms of the Retail Installment Contract ******************** signed on June 15, 2024. As such, the present balance on ********************' account is $4,682.35.  The estimated cancellation refund is $4,361.40, which would result in an outstanding balance of $320.95. This is precisely why ******************** was advised to continue making payments on her Line 5, LLC account until the cancellation refund is obtained and her account is paid in full, as interest and late fees will continue to accrue.  

  The cancellation process typically takes six to eight weeks to complete.  Because Line 5, LLC is neither the administrator of the vehicle service contract, nor the dealership which sold the product, Line 5, LLC has no way of expediting the cancellation process. Once the cancellation refund is obtained by Line 5, LLC and applied to the balance of ********************' account, to the extent there is a remaining balance due on her account ********************** is willing to work with ******************** to get the account paid off in full. 

  To the extent that ******************** believes she was deceived by ****** Park Auto Center with respect to the purchase of her vehicle service contract and/or the circumstances pertaining to her taking out a loan with Line 5, LLC to finance the purchase of her vehicle service contract and believes she should not be required to repay the loan she took from Line 5, LLC, Line 5, LLC would again suggest that ******************** speak directly with ***************************** to see if they are willing to assist her in paying off the current balance on her Line 5, LLC account.

  Customer response

  08/19/2024

   
  Complaint: 22151613
  
  I am rejecting this response because: I was never informed to go to the website to cancel the contract/policy. Per the email and phone call I was instructed to contact the dealership. If Im sitting on the phone with your company why would I need to go to your website or contact the dealership unless, Im getting the run around for you to say I owe more. Why would you want someone to pay your company something they were unaware of purchasing. Shady . 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Line 5 financed an auto defender sales contract in my partner *************************** name. This auto defender company created this fraudulently. Now his credit score is being negatively impacted as line 5 will not resolve the issue. They have an automated robo system that I get calls from. They have stated his ssn to me which I believe if a federal offense. I do plan to take action but maybe you could actually provide the service you state and help resolve these companies financially supporting scammers.

  Business response

  08/08/2024

  Thank you for providing Line 5, LLC with an opportunity to address and respond to your concerns.  Line 5, LLC takes all customer feedback very seriously and is committed to ensuring that our customers receive the best possible experience through timely and transparent communications.  However, in this instance Line 5, LLC must note that ****************** is not, and has never been, a customer of ********************** and her complaint pertains to the account of another individual.  As such, it is entirely unclear to Line 5, LLC why ****************** believes she has any legitimate basis for asserting her complaint purportedly on behalf of the actual customer.  Notwithstanding this fact, Line 5, LLC addresses the issues contained in Ms. ******** complaint as follows:
  
  Line 5, LLC is a finance company which offers financing to consumers for automotive products and services such as extended warranties and service contracts.  Line 5, LLC does not finance the purchase of the underlying automobile.  Line 5, LLC is also not the company which offers or administers the automotive products which are being purchased by the consumer.  Line 5, LLC offers it financing services through various third-party automobile dealerships and sellers strictly for the purpose of allowing consumers an alternative to paying in full for products such as extended warranties and service contracts at the time they purchase their vehicle.  When a consumer finances a product with Line 5, LLC, a Retail Installment Contract is prepared by the seller which lays out the terms of the Line 5, LLC loan, upon receipt of the fully executed Retail Installment Contract and documentation that the underlying product or service has been issued to the customer, ********************** issues payment to the seller, and Line 5, LLC opens an account for the customer per the terms of the Retail Installment Contract.  Line 5, LLC is not involved in the activation of the product which the consumer purchases, and Line 5, LLC plays no role in determining whether or not coverage will be provided to a customer under the extended warranty or service contract they financed through Line 5,LLC.   Once Line 5, LLC funds the customers loan, the customer becomes obligated to repay the loan to Line 5, LLC pursuant to the terms of the Retail Installment Contract.
  
  Here the customer, *************************, purchased a vehicle service contract from Auto Defender, a third-party company which is a separate and distinct legal entity from Line 5, LLC, on August 31, 2023 and elected to finance the purchase of that vehicle service contract (totaling $4,354.00) through Line 5, LLC.  Pursuant to the terms of the Retail Installment Contract signed by ****************, **************** was to make 41 monthly payments of $147.41 to repay his loan, with the first payment being due on October 15, 2023. 
  
  In June of 2024 **************** cancelled his vehicle service contract.  Line 5, LLC obtained a pro-rated cancellation refund from the vehicle service contract provider totaling $3,634.29 which was applied directly to the loan balance on Mr. ******* account. However, there presently remains a $304.51 outstanding balance on ******************** account with Line 5, LLC, in part due to several instances of payments being declined due to Non-Sufficient Funds (NSF).  Because Line 5, is a regulated financial institution, it cannot unilaterally cancel a loan; the loan can only be cleared by full repayment.  Should **************** payoff the outstanding balance of $304.51 which is still due and owing to Line5, LLC,Line5, LLC will at that time update the status of his account with the credit reporting agencies and agree to remove any negative reporting associated with the account.  
  
  With respect to the accusation that Line 5, LLC has impermissibly disclosed Mr. ******* social security number, there is absolutely no truth to this claim.  Line 5, LLC does not maintain the social security numbers for any of its customers, instead retaining only the last four digits of a customers social security number.  As such, it is not possible for Line 5, LLC to give out an individuals social security number because Line 5, LLC does not have that information in its possession.  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took out a car warranty with Drive Smart with the option to cancel within *************************************************** 30 days if I didnt cancel. In the meantime I decided that I wanted to go with another company and called Drive Smart to cancel several times. When I talk to Drive at the start of the 30 days the referred me to Line 5 as their financial company but nothing would go through until the 30 day unless I canceled. I call and cancel the policy well before and only got put on hold or told the person I needed to talk to was busy and call me back. They didnt! Then just a week before the end of the 30 days I was told I had to send in a cancellation letter and have it notarized. I sent one in that requires a signature at time of delivery. I called at the end of the 30 days and was told it would be canceled but would take about 2 weeks and I had to call Line 5 to cancel the financing part . I called them and was referred back to Drivetime. Line 5 texts me every day. My policy was canceled and Drivetime stated the payed Line 5 back for the amount of the policy. They kept my initial payment saying I was covered for a month but was told I would have to wait the 30 day to use the policy. I am not fighting with them for the one payment but Im not paying Line 5 when it was cancelled. They say I am behind but Im not. These companies and in together scamming people.

  Business response

  07/22/2024

  Good evening ****,
  We hope this message finds you in good health.

  As you may recall, Line 5 is not the seller or administrator of your protection plan; our role is solely to finance these protections. On March 21, 2024, we contacted Drivesmart to inform them of your intention to cancel the plan. As we discussed during our welcome calls, we recommend keeping your loan payments current until your loan with us is fully satisfied. Once the prorated cancellation refund is posted to your account, you may find your account either caught up, carrying a small remaining balance, or possibly having an overpayment refund due back to you.

  Regarding your account specifics, we noted a disputed payment from your bank dated March 20, 2024, for the payment due on March 9. This action resulted in non-sufficient funds (NSF) fees, late fees, and additional interest accruing on your account.

  We received your prorated cancellation refund from Drivesmart on April 18, 2024. Please note, Line 5 does not have the authority to cancel protections or loans directly, as we are a regulated financial institution we can only satisfy the loan.

  Currently, your account balance stands at $226.08 and is 135 days past due. We strongly recommend bringing your account current to avoid negative impacts on your credit report.

  If you believe you are entitled to a larger refund, we suggest contacting Drivesmart directly. Should they issue any further funds on your behalf, we will promptly apply them to your account.
  Please let us know if you have any further questions.

  Customer response

  07/26/2024

   
  Complaint: 22026098
  
  I am rejecting this response because: Drive Smart was the one who financed the Contract. I was not told I would call Line5 to cancel with them, but I did anyway and was told I would have to go through Drive Smart. I called Drive Smart and they told me I would have to contact Line 5. I am tired of the run around and not answering my calls. These two companies are a scam and dont stand behind what they say. Line 5 should have gotten every dime of loan back.
  
  Sincerely,
  
  *****************

  Business response

  07/31/2024

  
  Good Evening ****,
  I hope this message finds you well. I would like to clarify your financial responsibilities concerning your recent warranty financing with Line 5. Please be aware that Line 5 is the financing company and not the seller or administrator of the warranty.

  Your cancellation request through Drivesmart has been successfully processed, and a prorated refund of $3,856.31 has been issued. However, there remains an outstanding balance of $236.30 on your account. This balance comprises $71.28 in principal, $95.02 in interest, and $70.00 in fees due to a late and returned check. As of July 31, 2024, your loan is 144 days overdue.

  Drivesmart has fulfilled their responsibilities, and Line 5 has extended all possible accommodations regarding this loan. It is important to resolve the remaining balance of $236.30 to close this account. Please be aware that failure to settle this debt will continue to affect your credit score adversely.

  We are here to help and offer several payment options that might be suitable for you. You can discuss these by contacting Line 5 customer service. If you decide against clearing this balance, please understand that our collection efforts will persist, and this may further impact your credit negatively.

  We appreciate your prompt attention to this matter and are here to assist you in any way possible.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled and requested cancellation from this contract in Dec. of 2023. Further, was told by ******* Car Dealership to submit a written request in order to pursue official contract cancellation. I followed up with both ******* Car dealership in ************, ******** and again with "LINE 5" the car warranty policy business working with *******. I have talked with both parties on numerous occasions, and still have yet to be able to have confirmation this car warranty has been terminated. In the past 6 months, I have had regular phone calls from "line 5" only to be sent to an automated system when trying to reach them back to resolve the situation. They have made several complaints to my credit score and now on my credit report and have had zero success in both reaching them, having ******* confirm the cancellation of the warranty ( purchased through them, and informed I cannot be the one to cancel it), and have emails, letters, and paid office visits to the dealership to cancel this. No luck. No it reflects on my credit report while this is unnacceptable. I have had my car in for repairs, paid for it (not by the warranty), yet I am still being charged for the contract and bill, thus now sent into collection. Received a "paid in full " letter and this is to assume they have now written it off to affect my credit. Please advise.

  Business response

  07/22/2024

  Good evening,
  We hope this message finds you well. We are writing in response to the BBB complaint you initiated.

  Our records indicate that no one from our team has had direct contact with you via phone, email, or chat, despite our multiple attempts to reach you.

  Regarding your vehicle protection plan, *************** Sales was the seller and the transaction date was September 16, 2023. Line 5 facilitated the financing for this service plan. We did not receive a cancellation notice from your seller until February 15, 2024. Although we received the prorated cancellation funds for one of the three protections on your 2017 ******* MKC from the dealer on March 14, 2024, it wasn't until June 14, 2024, that we received the final two payments, at which point your account was fully settled.

  As of June 14, 2024, your account has been satisfied and officially closed. We have not made any further attempts to contact you after this closure. On July 5, 2024, a 'Paid in Full' letter was issued to you, which was sent both via email and **** mail. A copy of this letter is attached to this response.

  Line 5 considers our business with you complete. If you believe you are entitled to any refunds or other amounts, please direct your inquiries to Liberty ******* Sales, as they would handle such matters.
  Should you have any further questions, please do not hesitate to reach out. Thank you, and have a great evening.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my 2014 ****** Pathfinder I was advised by ***********************, on ******************* Chevrolet that I needed another line of credit that would report to the credit bureaus. I entered into an installment contract with Line 5 for warranty coverage on the ****** Pathfinder. Namely, my tires and keys was covered under this warranty. On May 3 and July 2, I attempted to file claims for a key replacement and a tire repair. I reached out to Safe-Guard to file claims on two different occasions and was told that I was not in the system. I then reached out to Line 5 and informed them of what I had learned. I was then told by Line 5 to contact *******************, as they were responsible for getting registered into the system. I spoke with someone from Line 5 regarding cancelling my contract because I had never used the service. I was advised to contact the dealership regarding the status of my contract for warranty service. After countless emails, phone calls, and voicemails to the dealership I was unsuccessful with making contact with anyone regarding my warranty. It was then that I reached out to Line 5 again regarding my warranty. I stated to them I felt as if I were being scammed, as I was paying for an extra warranty and was not able to use it. They informed me they were unable to cancel my contract and that I needed to continue to attempt to contact the dealership. Therefore, it's apparent I am forced to make payments on a warranty that I have not been able to use. I don't run a charity or a nonprofit organization and cannot afford to pay for something I am using. This contract should be cancelled effectively immediately with Line 5 and no further ACH attempts or collection attempts should be made. This is the true definition of a SCAM: paying for goods or services and not using them. My last name is not ***********. I don't have money laying around just to give away.

  Business response

  07/16/2024

  We trust this correspondence finds you in good health. Upon thorough examination of our documentation and audio records, we find no evidence to suggest that Line 5 was previously informed of your intention to terminate your coverages. Nonetheless, now apprised of your decision, we have communicated your request to cancel to ******************* Chevrolet. Please be reminded that as Line 5 is the financier of your protection plan, we are unable to directly cancel loans; complete settlement of your outstanding balance is required.

  If you are entitled to a prorated refund, calculated based on the elapsed duration and mileage of your protection plan. Upon receipt of this refund from ******************* Chevrolet, we shall promptly credit it to your account. We advise maintaining timely payments on your account to circumvent additional fees and potential derogatory credit reporting. Furthermore, we recommend contacting the dealership to urge the swift processing of your prorated refund.

  Any modifications to your account, including payment amounts or schedules, must be conducted through our customer service department, via our secure, recorded communication lines for both your protection and ours.

  Finally, we affirm that Line 5 is a duly regulated and licensed financial institution, adhering to stringent ethical standards and equitable business practices. We are committed to transparency and integrity in all our client interactions and categorically refute any deceptive practices. Should you have any inquiries or require further assistance, please do not hesitate to contact our customer service department. We appreciate your attention to this matter.

  Customer response

  07/17/2024

   
  Complaint: 21993754
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************,DUE TO AN ERROR IN YOUR SYSTEM I was double charged $178.54 on 5/28/24. I contacted **** of America to dispute the second charge. My payment for *** was made as the remaining one charge was not disputed. Proof of this payment was sent to Line 5 in the form of a copy of my bank statement. The payment in *** was received by Line 5 which would then have resulted in a remaining amount of approximately $14 as the remaining balance on my account. Your customer service center reported to me that Line 5 had NOT received the *** payment. Therefore, Line 5 reported they failed to refund the over charge of $178.54 and applied to my account for the June payment. Line 5 has endorsed the fact that I was overcharged yet has never refunded me the overcharge of $178.54. I was told by customer service that they understood the error and would refund the overcharge of $178.54. I have not received the refund due to me. Please note that my payment history reflects on time payments as well as payments made in advance. I have made NUMEROUS attempts to have my money refunded, to no avail at the time of this letter. I have requested a supervisor to call me, I have requested your accounting department to contact me, and I have yet to receive any further communication. I simply cannot get past your customer service department in order to have this issue resolved. At this point in time, I will dispute the second *** payment as fraud through **** of America and to contact the Better Business Bureau.

  Business response

  07/16/2024

  I would like to assure you that we have already processed the refund for the overcharged amount of $178.54. The correction should reflect in your account shortly, if it has not already. We strive to maintain accurate records and acknowledge that this time our service did not meet the standards we aim to uphold.

  We deeply regret any confusion and frustration this has caused you and appreciate your patience as we resolved this issue. Please feel free to contact customer service if you have any further concerns or require additional information.

  Thank you for your continued patience and understanding.

  Customer response

  07/22/2024

   
  Complaint: 21990718
  
  I am rejecting this response because: As of 7/22/2024 I have not received the credit of ****** to my bank. Can the business please show or provide that a credit was placed. I waited til after 2pm to see if it came in today. It has not. I would like this resolved quickly also.
  
  Sincerely,
  
  *********************

  Business response

  07/22/2024

  Good evening,
  Upon reviewing the details of your transaction, it appears that we received a payment flagged as fraudulent by your bank. Unfortunately, we do not have direct access to your bank account details to verify this independently.

  If you can provide documentation from your bank confirming that the fraudulent activity was isolated to a single payment or that there has been an error, we will gladly reverse the fraudulent status of the payment made on May 26 in our system.

  Our records currently show that your loan has been fully paid and the account is satisfied. If you have any further questions or need assistance, please do not hesitate to contact us.

  Customer response

  07/24/2024

   
  Complaint: 21990718
  
  I am rejecting this response because: Below is your original response from Line 5 reference  the over payment that was taken from my bank account back in May during your computer glitch. I still have not received the refund as stated in this response. I check my bank everyday. All of the documentation is attached in this complaint.

  MESSAGE FROM BUSINESS:
  
  I would like to assure you that we have already processed the refund for the overcharged amount of $178.54. The correction should reflect in your account shortly, if it has not already. We strive to maintain accurate records and acknowledge that this time our service did not meet the standards we aim to uphold.
  We deeply regret any confusion and frustration this has caused you and appreciate your patience as we resolved this issue. Please feel free to contact customer service if you have any further concerns or require additional information.
  Thank you for your continued patience and understand
  
  Sincerely,
  
  *********************

  Business response

  08/08/2024

  Dear **************,
  I hope this message finds you well. We are writing to address a matter concerning a recent payment transaction associated with your account. Upon review of the documentation you provided, as well as our internal records, it has come to our attention that the payment in question was flagged as fraudulent by your banking institution and subsequently communicated to us in the same vein.

  As a result of the aforementioned fraudulent status, please be advised that we are unable to process a refund for this transaction, given that the funds were never successfully transferred to our accounts.
  On a separate note, we are pleased to confirm that your loan obligations under Agreement Line 5 have been fully satisfied. We appreciate your adherence to the terms of the agreement and consider this matter resolved.

  Should you have any further inquiries or require additional assistance, please do not hesitate to contact our customer service team. We are here to assist you at your convenience.

  Thank you for your attention to this matter.

  Customer response

  08/08/2024

   
  Complaint: 21990718
  
  I am rejecting this response because:
  Two were sent one was flagged. The second which was not flagged was never credited to my account. The records on your side show no May payment was credited to my account. My bank records show Two payments sent. Where is the non flagged payment? 
  Sincerely,
  
  *********************

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