Complaints

This profile includes complaints for Repair Ventures, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Repair Ventures, LLC

  222 S Riverside Plz Ste 950 Chicago, IL 60606-5828

  
• 

  Repair Ventures, LLC

  1981 N Broadway Ste 210A Walnut Creek, CA 94596

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair 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.

  Terms and conditions provided does not include verbiage that correlates with the reason my warranty claim was denied. I have proved that during the renewed warranty period my vehicle is within terms and conditions.

  

  Business Response

  Date: 03/06/2025

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by Kevoughn ****, BBB Case #********. Please be advised, Olive sells vehicle service plans to consumers for their automobiles.  Olive is not the coverage administrator of the Policy and does not therefore review,grant, or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that Mr. **** purchased a vehicle service plan ("Service Contract") from Olive on May 21, 2021 for his 2016 **** A3 Sportback, which was subsequently renewed on May 21, 2024.
  
  Enclosed are copies of ********************* Page, Service Contract, the Payment Plan Agreement for the Service Contract, and the Renewal Declaration Page, Service Contract, and the Payment Plan Agreement for the Service Contract.
  
  On February 18, 2025, Mr. **** contacted Olive, stating that he wished to cancel his Service Contract as his claim was denied. Mr. **** then contacted Olive on February 19, 2025 regarding his request for a partial refund of his payments, which was denied due to commercial use of his vehicle. This was the last contact Olive had with Mr. **** prior to the complaint.  
  
  Our records also indicate that the Service Contract was cancelled on February 18, 2025. Accordingly, no further payments will be collected from Mr. **** by Olive.
  
  It is our understanding from the coverage administrator ********************************* (***"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Service Contract, that an independent inspector performed an inspection of Mr. ***** vehicle in connection with his claim for repair to his vehicles mechatronics unit. The inspector found that Mr. ***** vehicle had a Lyft ride share sticker in the rear window. Per QBE, commercial use of a vehicle, including for ride sharing, excludes it from coverage ********************** Contract, Exclusions,section VI(22), pg. 3). Since there was evidence that the vehicle was used for ride sharing purposes, *** denied Mr. ***** claim. *** has indicated that even if the vehicle was not being used for ride sharing during the renewal period,it does not change the fact that the vehicle was used for ride sharing purposes during the time the Service Contract was in effect.  
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had coverage through Olive and took my vehicle to **** in Feb 2024. **** completed a borescope and provided video evidence the aluminum head was cracked. The recommendation was engine replacement. Olive denied the claim and requested a complete tear down of the engine. I called 2 independent **** specialists not affiliated with ******** on both the East and West coast who made the same recommendation. Again, the claim was denied and I was not offered any assistance in finding a garage to complete the repair. I requested documentation of the denial starting in August, and as of 16 October 24, have received no response from managers ***** **** **** after multiple messages. Each time I am told all I can do is leave a VM and someone will follow-up which has yet to happen.

  

  Business Response

  Date: 11/06/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***** ******, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that *** ****** purchased a mechanical breakdown insurance policy ("Policy") from Olive on December 13, 2023 for his 2019 **** A8 L. At the time of purchase, a down payment of $77.23 was collected from *** ******.
  
  Enclosed are copies of *** Wilsons Declaration Page, Mechanical Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  It is our understanding from the coverage administrator ********************************* ("***"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that they reached out to *** ****** in response to his complaint and they are currently working with him in order to offer assistance. Per QBE,*** ****** will be taking his vehicle to a different repair facility, who has been requested to call QBE once there is an estimate for the repair.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

  Customer Answer

  Date: 11/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair 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 auto warranty from olive one week ago. I spoke with a representative who told me that they had a 30 day money back guarantee, no questions asked. I canceled the policy today because we are not keeping the car. They canceled the policy but will not refund my $333 because a claim was made. The claim was not paid, it was denied. The company has not paid any money so I dont understand why I cant be refunded my money.

  

  Business Response

  Date: 10/07/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by Pamela Thomas, BBB Case #22346695. Please be advised, Olive sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, grant, or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that Ms. Thomas purchased a vehicle service plan ("Olive Contract") from Olive effective September 20, 2024. At the time of purchase, a down payment of $312.25 was collected from Ms. Thomas.
  
  Enclosed are copies of Ms. Thomas’ Declaration Page, Olive Contract, and the Payment Plan Agreement for the Olive Contract.
  
  On September 26, 2024, Ms. Thomas filed a claim for vehicle repair under her Olive Contract. Due to the item in need of repair being a non-covered component, the coverage administrator QBE Administration Services, Inc. ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Olive Contract, properly denied the claim.
  
  Also on September 26, 2024, Ms. Thomas called Olive to cancel her Olive Contract. Accordingly, no further payments will be collected from Ms. Thomas for the Olive Contract.
  
  Please be advised that in the normal course of business if a claim is filed, no refund of the down payment is due (see Olive Contract, Cancellation and Refunds, sec. 2, pg. 4). However, as an exception to normal procedure and the special circumstances surrounding Ms. Thomas’s case, on October 1, 2024 a full refund of $312.25 was issued to Ms. Thomas’ card on file.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at (800)773-9980. For any other matters, please contact Olive directly at (888)654-8348.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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.

  Been a olive member for more than 3years, back in June 2024 I set up an appointment for service and the next day took the car to one of the insurance repair shop, they said that the insurance was really cheap and wouldnt service my car since the insurance wont pay for the full service, went to another of their shop and they refuse to help me as well, called olive and explain what happened and was told by them to go to apex repair shop on **********************, the shop got the car on July 7 and start working on it, the shop said they call the insurance and they have been back and forward with so many excuses till today they said that the insurance said that since our contract finish on July 29 they werent responsible for anything, but the car was in the shop since July 7 2024? My insurance with them expires on July 29, I call them and they said they couldnt help me I told them that I will seek legal advice and then they said they couldnt talk to me and to have my attorney contact them, ************************************************* more excuses, they said that since my last repair back on Jan 2023 the car was no longer under any coverage due that they have fulfilled the max amount and that amount was ******* dls so my understand is that after Jan ********************************************************** for insurance that I dont longer have?? My contract is month to month contract I could stop it at any time, why would I continue to pay for 1 year 7 months if am not cover??? They just got a bunch of excuses.

  

  Business Response

  Date: 09/11/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that ****************** purchased a mechanical breakdown insurance policy ("Policy") with a policy premium of $2,347.40 from Olive on July ******* for his 2012 Chevrolet Equinox. At the time of purchase, a down payment of $65.21 was collected from ******************.
  
  Enclosed are copies of ************************ Page, Mechanical Breakdown Insurance Policy Terms & Conditions (T&Cs), and the Payment Plan Agreement.
  
  Our records indicate that the Policy expired on July 29, 2024. Accordingly, no further payments will be collected from ****************** for the Policy.
  
  It is our understanding from the coverage administrator **************************** Inc.("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that they approved and paid for four (4) claims for repairs to Mr. ******** vehicle totaling $4,905.06 during the time the Policy was in effect. The Claims Summary detail is below.
  
  Claims Summary:
  
  December 2021:                Timing chain
  June 2022:                          Water pump and exhaust manifold
  December 2022:                Camshaft, rocker arms, timing chain, and tensioners
  July 2023:                           Cylinder head
  
  QBE indicated that in July 2024, ****************** filed a claim for repair of the timing chain. While reviewing the claim, *** found that the current NADA value for Mr. ******** vehicle was $4,775.00. Since the claims previously paid by QBE exceeded the vehicles value, the July 2024 claim was denied ***************** T&Cs,Limit of Liability, pg. 9).
  
  Please be advised that the value of a vehicle depreciates based on a number of factors.Some of these include the vehicle make and model, age, condition, mileage,ownership history, and industry trends. At the time of the July 2023 claim, QBE has indicated Mr. ******** vehicle NADA value was nowhere near the $4,775.00 valuation observed a year later in July 2024.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair 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.

  Bought a policy to be safe and after my long distance trip to ******** my truck under my policy started making hard shifting I took it in to a gm dealership for repairs and notified them that I have a extended warranty policy and after showing proof of me servicing my vehicle on a regular basis they sent out there own technician and made false statements about my vehicle, after talking to the dealership about the extended warranty technician findings they said it was because of my rims and tires on why they will not approve my claim and when I first started my policy not once they asked if my vehicle had aftermarket wheels and tires

  

  Business Response

  Date: 08/15/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by *************************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that on July 8, 2024, ************** went online to www.olive.com and purchased a mechanical breakdown insurance policy ("Policy") for her 2016 ******** Escalade. At the time of purchase, a down payment of $272.20 was collected from **************.
  
  Enclosed are copies of **************** Declaration Page,Mechanical Breakdown Insurance Policy Terms & Conditions (T&Cs), and Olive Payment Plan Agreement.
  
  Please note that in order for customers to purchase a Policy online, they must acknowledge that they have read and accept the T&Cs of their Policy at the checkout screen by marking the confirmation checkbox. 
  
  On July 23, 2024, ************** filed a claim for vehicle repair.Our coverage administrator ********************************* ("QBE"),the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, has advised that an inspection of *************** vehicle revealed that its tires were modified in a manner inconsistent with the Policy. **************** tires were sized at 305/35/R24, while the stock size recommended for the vehicle is 285/45/R22. Under the terms of the Policy,vehicles with tire or wheel sizes and/or offsets not recommended by the manufacturer are excluded from coverage (See T&Cs, Exclusions,section 8(r), pg. 4). Due to the aforementioned findings, *** denied the claim.
  
  On August 2, 2024, ************** contacted Olive to cancel her policy. Per her request and due to **************** vehicle being ineligible for coverage, the Policy has been cancelled. A refund of the down payment that was collected is also being processed to **************** credit card on file in the amount of $272.20.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  
  

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for the offered power train warranty coverage to Olive.com. It is my understanding that when I pay a company for a service, it needs to be honest & fair as provided. I understand a company cannot charge me unless they are fair & honest when choosing to charge me for a service. Recently, Olives warranty was denied for a transmission repair, falsely claiming that that vehicle was used for commercial purposes when I have not persoanlly used this vehicle for commercial use whatsoever. I can provide evidence of personal use and personal trips but I dont have any proof of any commercial use for my registered vehicle as I do not use it for that. When they fraudulently added a denial, my concern was the distrust in this business transaction. I understand the repair is covered per the warranty plan during the months I paid for power train coverage. I am requiring Olive.com to maintain their honesty and offer what they offered me. I would think being taken advantage of as a customer and lied to is a big red flag for fraudent business scamming and I need to be protected from that in this situation. I simply need Olive.com to keep their honesty and complete their service for my vehicle as rendered. Thank you.

  

  Business Response

  Date: 06/19/2024

  Dear Sir or Madam:
  
  This letter is in response to ***************************, BBB Case No. ********. Please be advised, Repair Ventures, LLC doing business as Olive (Olive) sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that Ms. ******** purchased a vehicle service plan ("Olive Contract") from Olive for her 2019 ****** Kicks on February 8, 2024. At the time of purchase, Ms. ******** reported the mileage for her vehicle was ****** miles, and a down payment of $76.93 was collected from Ms. ********.
  
  Enclosed are copies of Ms. ********s Declaration Page,Olive Contract, and the Payment Plan Agreement for the Olive Contract.
  
  Our records indicate that on April 23, 2024 and April 30,2024, the monthly payments collected on March 9, 2024 and April 9, 2024 for the Olive Contract were reversed due to chargeback disputes being filed. Since no other payments were received or collected, the Olive Contract was cancelled on May 1, 2024. 
  
  Please note that Olive does not report to any credit reporting agencies and does not submit any past due amounts to outside collections.
  
  It is our understanding from the coverage administrator QBE ***************************** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Olive Contract, that after Ms. ********s vehicle was presented for repairs on April 18, 2024, her repair facility reported her vehicle had Uber signage in the window. Upon request by QBE, the repair facility provided photographs of the signage.
  
  Per QBE, under the terms of Ms. ********s Olive Contract, vehicles that are used for full or part-time commercial or business purposes, including for ride share services, are excluded from coverage (See Exclusions, VI(22), pg. 3). For that reason, QBE denied Ms. ********s claim.
  
  Furthermore, QBE has also indicated that Ms. ********s repair facility reported that the mileage on her vehicle was ****** miles,26,419 miles more than the mileage that Ms. ******** reported when she purchased her coverage a little over two (2) months before. Per QBE, when they asked Ms. ******** to provide an explanation regarding the high elapsed mileage, she said she had had to deal with a number of family emergencies that necessitated a large amount of cross-country driving.
  
  However, QBE has indicated that the Carfax for Ms.********s vehicle shows that the reported mileage on February 7, 2024, one (1)day prior to purchasing her Olive Contract, was ****** miles.
  
  Under the terms of the Olive ***************** contracts are issued in reliance upon the truth of all representations made by [the contract holder]. [QBE] will not pay a claim where [the contract holder has]made any misrepresentations, omissions, concealment of fact or made incorrect statements that were fraudulent or are material (General Provisions, XII(2),pg. 4). Furthermore, QBE may cancel coverage for fraud or any material misrepresentations by the contract holder (See Cancellations and Refunds, XIII(1)(b)(ii)-(iii),pg. 4).
  
  Accurate effective mileage is a material factor, among others, in determining the premium amounts for vehicle service contracts as well as when the coverage term will expire. Per QBE, Ms. ******** did not accurately report her mileage at the time of purchase nor provide an accurate explanation for the mileage discrepancy when questioned. Therefore, the inaccurate mileage is another reason for QBE denying Ms. ********* claim and cancelling her coverage.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************. For any other questions, please contact Olive at *************.
  
  Sincerely,
  The Olive Team

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21813869
  
  I am rejecting this response because:
  
  I have deep sincere concerns about the fraudulent acts of repair ventures & olive warranty which I have informed them I am happy to report them as customers cannot continue to be affected in this way where we have continued to do what is fair and right expecting to be able to trust a company when we sign up for a warranty, we expect the company to be fair & just genuinely. I have attached proof of their accusations on my end as I have paid every payment required of me during the policy & I have attached my personal receipts for travels as I stated my personal use was just and covered under the warranty I paid for doing business with the company and all my payments are also attached. Their email response attached claiming they didn't see my payment is also very alarming to me as a company their records need to reflect as a business and them emailing me that they don't see my payment is another concern as ***** has continued to reflect my monthly payments as the contract requires of me during the specified period. Everything in my contract I have successfully agreed to on my end even paying my $500 deductible. All my proof is attached reflecting the dates of the agreement are in effect and my request per mutual agreement has continued to be healthy and it is only legal they maintain integrity fairly so. My claim date is within each payment timeline. All that is left is the olive warranty to finish their part honestly and fair. They cannot make up a reason inappropriately just to get out of their end of our mutual agreement in which trust is very important to me as a consumer as that is deeply concerning business behavior. I have not used this vehicle for Uber during my warranty is period & I have asked them to prove I have as they cannot make up a reason that is not true. My personal stays have been family-oriented and long distances which is part of my following our contract agreement which is fair as they also informed me in the claims call that I am allowed to use the vehicle for personal use as I choose. You may call to verify both hotel locations of my personal stays. Nothing about that is fraudulent on my end so that is a concern for me as a customer with this company that they would make this up against me. The decal is not fair to me as it's not being used for that and I  reminded them we can subpoena the phone calls of the original claim as they are being fraudulent to add something as inappropriate as this whereas they are not keeping their end of the contract. I expect fair and honest business as one should be able to have when signing up trusted with a company. I believe its as simple as that. I told them I drove for personal use & I have no reason to be told Im being neglectful when I have continued to do my part & am asking them to be fair & honest to do theirs. If I hadnt I wouldnt be reaching out for help like this. I expect people to say what they mean & do what they say & that seems only fair. At this point, the warranty company has to meet its terms, and rightfully so. I have met mine in the attachments clearly reflect this additionally.  Thank you.
  
  Sincerely,
  ********* Kaheawai
   

  

  Business Response

  Date: 06/28/2024

  Dear Sir or Madam:
  
  This letter is in response to ***************************, BBB Case No. 21813869.
  
  In an attempt to assist Ms. ********* Olive forwarded the contents of your inquiry to QBE ************** Services, Inc.("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Olive Contract. QBE reiterates that Ms. ********* repair facility, who does not review, grant,deny, or have any role with respect to the payment of claims, initially reported the Uber signage in her vehicle to QBE and provided photos upon QBEs request. Under the terms of Ms. ********* Olive Contract, even part-time use of a vehicle for rideshare purposes excludes it from coverage. Per QBE, Uber signage in a vehicle is evidence that it was used for ridesharing purposes. As a result, QBE denied Ms. ********* claim and indicates that her vehicle is not eligible for coverage under the Olive Contract.
  
  Enclosed is a copy of the photos provided by Ms. ********* repair facility of the Uber signage in her vehicle.
  
  Furthermore, QBE reiterates that the mileage for Ms. ********* vehicle that she reported as ****** miles when she purchased her coverage on February 8, 2024 was not accurate. Per QBE, the Carfax report for Ms. ********* vehicle shows that the mileage the day before the purchase date was ****** miles. ******** mileage is a material factor, among others, in determining eligibility for coverage, premium amounts, and when coverage will expire. As a result, QBE has indicated that inaccurate mileage is another reason for denying Ms. ********* claim and for cancelling her coverage.
  
  Enclosed is a copy of the Carfax report for Ms. ********* vehicle.
  
  As of the date of this response, Olive does not have a record of having received any returned funds from Ms. ********* bank in connection with the chargeback disputes she filed, nor have we received any updates from our merchant service provider. Ms. ******** can contact Olive with her bank on the line with any questions regarding the chargeback disputes. 
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************. For any other questions, please contact Olive at *************.
  
  Sincerely,
  The Olive Team

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21813869
  
  I am rejecting this response because:
  
  
  June 30, 2024
  
  
  To whom it may concern;
  
  
  Attached are the personal trips taken reflecting the personal trips amounting for the difference in mileage that month as truthful on my end (provided and honest on my end). The vehicle was purchased at Carmax the prior year. However, when I refinanced the vehicle in February, I had lost my prior coverage so I found Olive to replace my previous company when refinancing. You can see the personal receipts reflect the difference in mileage as I reported honestly and then in March and April you can see the large personal miles I had added to my vehicle which is still allowed to be covered in my contract. I do not appreciate being told I am making things up when I am not & if you ask me, that's fraudulent of this company to not keep their agreement in place. My payments due monthly were paid. I was told when they refused to provide service on my monthly payments to dispute the charge as service not received in order to help me get them to cover it as the contract entails. Later, when they continued to not provide service per the mutual contract, I went ahead and canceled the dispute. I sent them the documentation from Chase proving my payment was not returned as payments were still in effect. Honestly, it concerns me how they are claiming to have inaccurate record-keeping in this situation. I have attached the email of them claiming they are unaware of the payments being current at the time of warranty. Per chase letter, they should know payments were continued. My transmission under the powertrain warraranty is still required to be covered per the mutual contract, as I am still needing them to pay what is fair and honest. My payments are in effect during the claim period & I'm still waiting for them to keep their part healthy. They informed me that they will are ones who charge my card monthly after I had called them offering to send them check payment, they refused via recorded phone call to take my continued payments which was also a concern for me as they can continue to charge per our agreement as mutual. I would only expect healthy and true business practices on their end per our mutual agreement. My payments have been up to date and they have seen this. My claim is still in effect as valid for the dates on my bank account paid & they are required to pay per our mutual contract. It is very simple & I need them to maintain their honesty in this situation. I have not driven this vehicle for Uber at all during the warranty. I explained to them during our personal endeavors my I put that there for my daughter to remember my ex husband by for her comfort and I can't provide proof of uber using that vehicle however I wouild like them to send me proof of how it maches as I have not used it for uber at all during warranty period but I can provide my personal receipts. I informed them of my personal travels & I have kept my end of contract. They are negligent to keep their promises as a business with honest integrity in which I am asking them to maintain. The balance of the powertrain warranty is still due from them per our contract. I also took care of the deductible as well as a bit additional to keep the repair company happy as the vehicle is waiting on olive to complete their last part as everything additional required on my end has been processed. I have met all my requirements on my end of this contract. Olive is not willing to keep theirs. I am requiring they do so & not breech their own contract. Please see attached verified documentation. Thank you.
  
  
  ***************************
  
  
  Sincerely,
  
  Clairissa Kaheawai

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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 VSC from Olive (Repair Ventures) on 04/22/24, 2018 ****** Altima. Mileage at time of purchase was ******. Policy #*********.Drove the car to work. 04/25/2024 on the way home from a business trip, car began to shift strangely, rpms jumped. Never happened before. Stopped by local repair shop. Tech ran diagnostics, generated code P17F0, referred me to local ****** dealership.On 04/26, service manager contacted me advising of the same code, said it was the typical ****** issue of faulty transmissions and that a P17F0 indicates failure of the **** He referenced the *** NTB19-076 issued by ****** and the ****** He asked if I had an extended warranty plan and I said yes, but I probably in the waiting period.Later that day he called, said he spoke with Olive and there was no waiting period (something I didn't realize) and went ahead and filed a claim. I thought "Ok, great".On 04/30/2024, 3rd party claims inspector stopped by. Her results, along with a video of the test drive, stated that there was no issue with the vehicle, that it drove and shifted fine and that the issue was not recreated. Claim denied.Picked up the vehicle on 05/02/2024, paid ****** service center $248 for diagnostics.On my way home from work on 05/03/2024 at 4:30 pm, vehicle began to shift erratically, hesitated to accelerate. There was an abrupt ************ sound and the car stopped, MIL came on, happened while I was turning, nearly caused an accident. Car was inoperable. Had it towed to ******. Mileage now at 99,750k. Olive sent inspector who verified with video that it was full mechanical breakdown. Denied again, NOW claiming pre-existing. False as previous inspector said vehicle was fine. Transmission serviced at 66k, again at 95k (zero issues noted by tech). They now want CVT torn down (at my expense) to see something physically broken. Requested denial letter; nothing. Requested arbitration under FL law; nothing. Complaint filed with FL ************************** Shady company.

  

  Business Response

  Date: 05/22/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************************, BBB Case #********.
  
  Please be advised, Olive sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Please also be advised that our office received a ****************** of ********* Services (FDFS) complaint for **************** on May 13,2024, the substance of which is the same as the BBB complaint. Per the letter received from FDFS, we have fourteen (14) calendar days in which to answer the complaint. We are currently in the process of answering that complaint within the indicated time period.
  
  Our records indicate that **************** purchased a vehicle service plan ("Policy") from Olive effective April 23, 2024 for his 2018 ****** Ultima. At the time of purchase, a down payment of $230.50 was collected from ****************.
  
  Enclosed are copies of Mr. ******* Declaration Page, Olive Contract, and the Payment Plan Agreement for the Olive Contract.
  
  It is our understanding from the coverage administrator QBE ***************************** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that **************** presented his vehicle to his repair facility on April 25, 2024, two (2) days after the effective date for his Policy. On April 26, 2024, the repair facility told QBE there was an issue with Mr. ******* transmission, which they stated **************** reported started on April 24, 2024.On April 30, 2024, an inspection of the vehicle conducted by a third-party inspector hired by *** found no failures being demonstrated at that time.
  
  Per QBE, on May 2, 2024, **************** and the repair facility again contacted QBE and reported that the failure only occurred after the car was driven 1-2 hours. QBE then offered to re-inspect the vehicle. On May 6,2024, the repair facility confirmed the request for another inspection.
  
  On May 7, 2024, the results of the second inspection found that the vehicle was stalling out due to a lack of shifting from the transmission, which prevented the inspector from conducting a test drive. Per the inspector, this was likely a longer-term issue and not an immediate failure as transmissions tend to show signs of an issue prior to stalling out completely like this vehicle did. Furthermore, QBE spoke to **************** on May 10, 2024, wherein he indicated that he had felt some shifting prior to taking the vehicle to his repair facility. As a result, *** found the failure was a pre-existing condition that predated his Policy and denied the claim (See Mr. ******* Olive Contract, Exclusions, section VI(5), pg. 2).
  
  Enclosed is a copy of the claim denial letter for the repair under the Policy.
  
  It is also our understanding from QBE that they are willing to look at any new information provided to them regarding the cause of the failure.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21714996
  
  I am rejecting this response because Olive and QBE have their information twisted, or are intentionally twisting it.

  Firstly, the vehicle began shifting strangely, along with the RPMs jumping, the morning of 04/25/24. I drove the car to the nearby repair facility that serviced the **** They found the PF170 code & referred me to ******* where they found the same code and stated that it was the principal *** failure code associated with ****** vehicles that indicate serious *** issues. Shop stated it was a known issue and can happen gradually or immediately and cause an imminent catastrophic failure of the transmission.

  Yes, QBE sent an inspector on 04/30/24. This inspector did state that no issues were found with the vehicle and she was unable to recreate any issue with the **** Declined.

  Here's an important aspect that Olive and/or QBE is intentionally misconstruing or has received incorrect information: Since the claim was denied, I picked up the vehicle on 05/02/2024 from Kraft ******. At that time the service tech stated that the *** would absolutely 100% fail, and likely soon based on the codes. Vehicle wasn't left at dealer awaiting a new inspection.

  On the morning of 05/03/2024 I drove to work, vehicle seemed to run fine, though shifting was a bit odd after 30 min. That evening around 4:30 pm I left work. On the way home, around 5 pm it lurched and dropped into a lower gear at 45 mph, began shifting erratically and the RPMs again jumping around, this time very roughly. It began to lose speed. I began to turn left into a parking lot when, in the middle of the turn, it downshifted with a massive jerk, check engine light came on and it failed to move forward. This nearly caused an accident. I as able to coast into the parking lot. From there, I phone GEICO roadside service and had it towed back to Kraft ******.

  On 05/06/24, service tech **** called and said it was a complete breakdown of the transmission, the only option was to replace it. Olive was again notified. 

  Here's another crucial false statement from QBE: They stated the inspector said the vehicle stalled and prevented her from inspecting it. Absolutely false. The vehicle doesn't stall. In fact, the engine continues to run perfectly. There is about a 10 second delay from when it put into gear from park before it moves. Once it's driven, it immediately shifts erratically and the RPMs jump from 750 to ***** while maintaining a steady speed. It lurches and shudders. How do I know? Because on 05/22/2024 I attempted to pick up the car to move to another shop to pay for the repairs out of pocket. After a few minutes down the road, vehicle failed to move forward and again I had to have it towed.

  The inspector did not state what QBE is. Their rebuttal is absolutely false. I have the statements from the repair facility. In addition, there is a front, inside and rear dash cam in the car which records audio as well. The camera shows the inspector in the vehicle confirming the breakdown and failure of the **** In fact, the dash cam videos prove the entire issue, from when it began to complete breakdown... It's documented. 

  The final argument is regarding their claim of long-term failure. Obviously they don't understand ***s. First, ****** has been the subject of multiple class action lawsuits regarding the transmissions. This is well known. Many of those claims in said suits state an immediate mechanical failure. Additionally, the transmission fluid was checked by both the shop and inspector and is clean, isn't dark at all and shows no signs of pre-existing conditions, which would include metallic pieces in fluid. Again, fluid is very clean. This leads back to ******'s faulty ***s, which can be caused by a faulty chain, premature failure of solenoids, drive assembly, etc.

  Lastly, I never once told any Olive rep that there were transmission issues prior to claim date. In fact, just the opposite. I've always maintained that the vehicle never exhibited any issues whatsoever related to the transmission. Vehicle has a perfect maintenance record with the only repair ever having been rear wheel bearings. In addition, the *** was serviced at 65k miles and again at 94k miles, as per ******'s recommendation. At the 94k service, tech noted that *** was performing perfectly, zero issues, same shop that replaced bearings. On top of this, when routine maintenance has been performed, said shop (********************) never noted a single issue regarding the transmission. All calls to Olive are recorded, so I challenge them to produce a recording of me stating transmission issues prior to policy. They won't, because it doesn't exist.

  This was NOT pre-existing, and I've yet to see any concrete proof from QBE stating otherwise. They can't simply give their opinion and blindly deny. Instead, they should rely on the input from techs, the ones who are ****** trained. I'm quite sure they have more knowledge.

  I've attached some screenshots of messages exchanged with the tech and the invoice from when the transmission was last serviced. Let me also add that despite the shirt claim time, the vehicle had been driven around 400 miles between policy date and claim date (out of town business). 

  I believe they routinely deny valid claims and intentionally misconstrue and make the process more difficult in an attempt to either not honor the claim or have the customer become so desperate and irritated that they give up, as made obvious by their BBB and Consumer Affairs complaints.

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

  

  Business Response

  Date: 05/24/2024

  Dear Sir or Madam:
  
  This letter is in response to the rebuttal submitted by ***********************************, BBB Case #********.
  
  It is our understanding from the coverage administrator QBE ************************ **** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that they have re-reviewed Mr. ******* claim.Per QBE, they approved the claim for the replacement of Mr. ******* transmission in the amount of $5,601.78 on May 23, 2024.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team

• Initial Complaint

  Date:03/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle on February 9, 2024, and immediately called to cancel Policy No. VSCSP.900017951.01.01 that covered my 2017 ***** Ridgeline VIN: *****************. However, I recently received my **** statement and noticed a charge dated 02/14/2024. When I checked my Olive account, I also found a pending charge for 03/14/2024. It appears that there is an error in my account on ********************** and I am being charged for a service that I canceled.

  

  Business Response

  Date: 03/15/2024

  Dear *** or Madam:
  
  This letter is in response to the complaint submitted by ***************************, BBB Case #********. Please be advised, Olive sells vehicle service plans to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that **************** purchased a purchased a vehicle service plan ("Policy") from Olive on June 13, 2023 for his 2017 ***** Ridgeline. At the time of purchase, a down payment of $64.96 was collected from ****************.
  
  On February 9, 2024, **************** contacted Olives **************** to cancel his policy. However, when the sales agent attempted to transfer **************** to the **************************** the division that is responsible for processing cancellation requests, the call was disconnected. Therefore,Olives *************************** never received Mr. ******* cancellation request.
  
  In order to resolve this matter, Olive cancelled Mr. ******* policy. Furthermore, a refund of the $64.59 payment collected on February 14,2024 and a pro-rated refund of $7.57 were issued to Mr. ******* credit card on file on March 11, 2024, for a total refund of $72.53.
  
  For any further questions or concerns regarding the cancellation,please contact Olive at *************.
  
  Sincerely,
  The Olive Team

  Customer Answer

  Date: 03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov of 2023 I learned that my warranty lapsed do to none payment on 7/5/2023 so I contacted Olive to explain that my credit card was hacked and fraudulently charged by others & unfortunately I didn't know so I'm willing to do the back 3 payments to reinstate the policy. Olive refused that and I had to purchase a new policy that cost more with a higher deductible . 3 months later my car goes to the dealer and they found it needs some repairs so the *** dealer filed a claim that olive took 11 days to answer back and when they did olive management stated that I gave 62k instead of the 77k it had? the vehicle was at the dealer prior with 72k miles why would I do that when olive already had the correct miles so I questioned olive and they stated I input that online but I took the application on the phone? slick on the management behalf. shame on the one who hired you.

  

  Business Response

  Date: 02/01/2024

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by *****************************, listed in our system as *************************, BBB Case # ********.Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that ***************************** purchased a mechanical breakdown insurance policy ("Policy 1") from Olive on February 4, 2022 for his 2019 *** 4 Series. At the time of purchase, a down payment of $84.74 was collected from ***********************
  
  Please note that two (2) claims were paid for repairs to Mr.********** ******* that were filed on June 22, 2022 (Claim 1) and February 18, 2023 (Claim 2) in the amounts of $1,798.73 and $7,425.40 respectively under Policy 1.
  
  Our records indicate that on July 5, 2023, the auto-debit payment method on file for Policy 1 was declined. On July 7, 2023, an email was sent to Mr. ********** address on file altering him that Olive was unable to collect the payment. Since no further payments were made or collected, Policy 1 was cancelled on July 25, 2023. Accordingly, no further payments will be collected by Olive for Policy 1.
  
  Our records also indicate that on November 10, 2023, ********************** contacted Olive regarding his ******* coverage. During the call, ********************** said that his previous card on file had been compromised and he indicated he wished to reinstate his coverage. Since Policy 1 could not be reinstated, ********************** elected to purchase another policy for his ******* (Policy 2) with a down payment amount of $90.43. During the call, ********************** was asked to provide his mileage in order to generate an accurate quote for the coverage. ********************** stated his mileage was about ****** miles.
  
  Enclosed are copies of Mr. ********** Declaration **************** Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for Policy 2.
  
  It is our understanding from the coverage administrator QBE ************************ **** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy, that a claim was filed on January 3, **** for repairs to Mr. ********** ******* (Claim 3). While reviewing Claim 3, *** discovered that the current mileage for the ******* was ****** miles. *** QBE, the *******s reported mileage when Claim 1 and Claim 2 were filed was ****** miles and ****** miles respectively. Moreover, QBE has indicated that the Carfax for Mr. ********** ******* indicates that it was at his repair facility on the day he purchased Policy 2, at which time the reported mileage was ****** miles.
  
  *** QBE, the effective mileage of ****** miles as reported by ********************** when purchasing Policy 2 is ***** miles less than the mileage reported by Mr. ********** repair facility as part of Claim 2, which predates Policy 2s effective date. Under the terms of Policy 2, policies are issued in reliance upon the truth of all representations made by [the consumer]. [QBE]will not pay a claim where [the consumer has] made any misrepresentations,omissions, concealment of fact or made incorrect statements that were fraudulent or are material [.] (T&C General Provisions, sec. 14(b), pg. 6.)Accurate effective mileage is a material factor, among others, in determining the premium amounts for policies as well as when coverage will expire.Therefore, QBE denied Claim 3 due to the inaccurate mileage reported by ********************** at the time of Policy 2s purchase. 
  
  Furthermore, under the terms of Policy 2, QBE may cancel a policy if a consumer makes material misrepresentations. (T&C Cancellations,sec. 15, pg. 6.) *** QBE, the effective mileage of ****** miles as reported by ********************** was ****** miles less than the mileage of ****** miles recorded on the *******s Carfax around the time of Policy 2s purchase. QBE has indicated that this is a material misrepresentation, so they have elected to cancel Policy 2. The (3) payments of $90.43 collected for Policy 2 were refunded to Mr. ********** credit card on January 16, 2023 for a full refund of $271.29.
  
  For any further questions or concerns regarding the cancellation or claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team
  

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair 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 carwarranty through olive.com. Weve had this warranty only approximately four months. we took the vehicle to mechanic shop. Because were having issues with the transmission. we had previously had coverage that was purchased with the vehicle at which time we had the dual clutch replaced. Whats the mechanic shop confirmed it was the transmission we contacted olive.com they sent a warranty inspector out and denied the claim due to the fact that it was only 21 miles after we had the clutch replaced. And in their terms, it was a pre-existing condition with the transmission, and our claim was denied.. So as of 19 December, I canceled service with them as for a refund and I was denied a refund also for the month payment

  

  Business Response

  Date: 12/27/2023

  Dear Sir or Madam:
  
  This letter is in response to the complaint submitted by ***********************, BBB Case #********. Please be advised, Olive sells mechanical breakdown insurance to consumers for their automobiles. Olive is not the coverage administrator of the Policy and does not therefore review, ****** or deny claims, or have any role with respect to the payment of claims.
  
  Our records indicate that **************** purchased a mechanical breakdown insurance policy ("Policy") from Olive on July 25, 2023 for his 2015 **** Fiesta. At the time of purchase, a down payment of $105.33 was collected from *****************
  
  Enclosed are copies of **************** s Declaration **************** Breakdown Insurance Policy Terms & Conditions (T&C), and the Olive Payment Plan Agreement for the Policy.
  
  In an attempt to assist ****************, Olive forwarded the contents of your inquiry to the coverage administrator QBE ************************ **** ("QBE"), the company that has the contractual obligation to adjudicate and pay valid claims under the terms of the Policy. It is our understanding from QBE that, due to the issue with Mr. ******* transmission not being addressed by his repair facility when they replaced his clutch prior to the Policy effective date, his claim for repair was denied on October 6, 2023 as being a pre-existing condition. (See Mr. ******* T&C, Exclusions,section 8(e), pg. 3).
  
  Furthermore, our records indicate that Mr. ******* Policy was cancelled on December 19, 2023 per his request. Accordingly, no further payments have been or will be collected from **************** by Olive.
  
  It had previously been determined that **************** was not eligible for a refund when he elected to cancel his Policy. However, in the interests of customer service and satisfactorily resolving this matter, a refund of the $105.33 was credited to Mr. ******* payment method on file on December 22, 2023.
  
  For any further questions or concerns regarding the claim determination, please contact QBE directly at *************.
  
  Sincerely,
  The Olive Team