Auto Warranty Plans
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a policy with them for my 2019 ***** impala, denying certain things I had an expectation to pay. They said the labor cost was above the average in the area. They also denied a system diagnostic, only paying a portion of it and not paying the rate for the replacement part. They said their suppliers could get it cheaper, but this came directly from ** for this car. I pay this policy 2000 dollars for and I&#**;m still paying a deductible for.
Business response
09/27/2024
After researching this complaint, it has been determined that this consumer DOES NOT have a policy with us. This customer has a policy with SunPath LTD.
We have obtained a copy of the consumers policy and it reads "This Contract is between You, the Purchaser and SunPath, LTD, the Provider/Administrator/Obligor of the Contract. In Florida, the Provider/Administrator/Obligor is SunPath LTD Corp. d/b/a SunPath LTD Corp. of Delaware, FL License #19943 Provider/Administrator/Obligor Administrative Office: 50 Braintree Hill Park, Suite 310 Braintree, MA 02184 (888) 990-7786"
Here is SunPath's BBB link to move this complaint to: https://www.bbb.org/us/ma/braintree/profile/auto-warranty-plans/sunpath-ltd-0021-133715
We hope this information helps this consumer with his policy with SunPath.
I will also be following up with the BBB office today to make sure this complaint is removed from our record and placed properly with his insurance company.
Business response
10/02/2024
To whom it may concern (BBB),
Mr. Frank Sopato purchased a vehicle service contract from JR Auto Protect on 7/24/2022.
Mr. Sopato’s chosen repair facility called to start a claim on the Radio Disc Player on 9/26/2024. We spoke with Mr. Sopato on 9/26/2024, he let us know about the issues he was experiencing and how long he had noticed these issues.
Once reviewing and adjudicating the claim, our Adjuster reached out to the shop and discussed the authorization of Mr. Sopato’s claim, this was also done on 9/26/2024.
Mr. Sopato called us on 9/27/2024 and spoke with our customer service representative. He expressed that he did not agree with having to pay the difference in repair costs.
Our Customer Service Manager reached out to Mr. Sopato on 9/27/2024 and left a voicemail for him to call us back. Mr. Sopato returned the call and then spoke with our Customer Service Manager who advised Mr. Sopato on how we determine prices for parts and labor as per Mr. Sopato’s contract.
As per the contract we are able to send parts from our vendors to the repair facility at little to no cost to the customer, as told to the shop when they first called in on 9/26/2024. The shop declined for us to send any part as they do not accept outside parts from other vendors. This is the reason the customer does have a difference in costs along with their deductible. Diagnosis of the vehicle is not listed for coverage in the contract, as a courtesy we allot 0.3 hours of labor time. Any time in excess of 0.3 hours is the responsibility of the customer.
CONTRACT LANGUAGE:
OUR OBLIGATIONS: The ADMINISTRATOR will be solely responsible for determining the method of repair and amount of repair authorization. Replacement parts may be new, used, remanufactured, or replacement parts of like kind and quality (“lkq”). Authorization for approved part charges will be determined by available published retail pricing, or prevailing manufacturers’ suggested retail price (M.S.R.P.) as determined by the ADMINISTRATOR. Approved labor charges will be determined using nationally published flat-rate manuals. The ADMINISTRATOR, in its sole discretion, will determine the labor rate for authorized repairs based on the average labor rate of repair facilities in the area. The labor rate will not exceed the posted labor rate of the repair facility. In the event YOU have selected the Enhanced Labor Rate Option on the DECLARATION PAGE, the approved labor rate will be the posted rate of the repair facility.
YOUR OBLIGATIONS: • YOU are responsible for authorizing any teardown or diagnosis time needed to determine if YOUR VEHICLE has a covered failure. If it is subsequently determined that YOUR VEHICLE has a covered failure, the ADMINISTRATOR will approve claim and pay the charges in accordance with the terms of this SERVICE CONTRACT. YOU will be responsible for any charges if it is determined that the failure is not covered by the plan that YOU have selected or under the terms of YOUR SERVICE CONTRACT.
• YOU are responsible for paying the DEDUCTIBLE for any claim authorized by the ADMINISTRATOR. ONLY ONE DEDUCTIBLE WILL APPLY TO ANY CLAIM, although a claim may include multiple component groups or parts replacements that are part of the repair. The amount of YOUR DEDUCTIBLE is listed on YOUR DECLARATION PAGE. YOUR DEDUCTIBLE does not apply to Roadside or Trip Interruption benefits that may be included in the plan YOU selected. If YOU purchased this SERVICE CONTRACT from an Automotive DEALER and the same DEALER is performing the authorized repair, then up to $100 of the DEDUCTIBLE will be waived. If YOUR VEHICLE is being repaired at a preferred Repair Shop of the ADMINISTRATOR, then up to $100.00 of YOUR DEDUCTIBLE will be waived.Initial Complaint
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I purchased a 4yr, 100k mile extended warranty on 4/29/21 for $5,715 from Sunpath Ltd *************). On August 24th, I took my 2016 Landrover LR4 to the Landrover dealership as the engine light had come on. After inspection the dealer said my fuel pump needed to be replaced and the cost was going to be around $3,500. The car had ****** miles. The dealer call Sunpath who said Sunpath needed to talk to me. After I talked to them, they denied the claim. The reason was that i had driven the car one day with the engine light on. Sunpath said that as soon as i saw the engine light i should have pulled over in the middle of the highway and gotten the car towed. The dealer mentioned that they had never heard such a reason to deny a claim. I think Sunpath does not want to cover as the extended warranty is about to expire. I am looking to get reimbursed by Sunpath or get my money back as when I tried to use the Extended Warranty did denied it.NEVER GET AN EXTENDED WARRANTY FROM SUNPATH LTDInitial Complaint
06/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have vehicle warranty through Autoprotect USA on May 20, 2024 I took my car to the dealership and the dealer found an issue that is under my warranty coverage. AutoProtect USA has not responded to my dealers claim for almost a month. I called them today to simply ask for an update, and they responded with such cruelty and unprofessionalism. They decided to not approve my claim for absolutely no reason and hung up the phone on me abruptly. I felt helpless and kept calling and requested to speak with a supervisor and they kept repeating that there is no one to speak with and hung up on me multiple times. This is the worst warranty company I have ever dealt with in my life. I have been paying them for YEARS and they wont approve ONE claim??? I need your help on this. I am paying for a rental car for almost a month with no answer and no idea how much longer I will have to pay for a rental car and possibly be left without a car at all.Business response
06/27/2024
To whom it concerns (BBB),
Mr. Aviv purchased a vehicle service contract from MotoAssure Direct Market. The repair facility called in a claim for the engine lifters.
As of 5/21/2024 we opened the claim and requested a customer statement and service records, after receiving the customer statement and reviewing what the customer said we denied the claim for continued operation and failure to take immediate action. Per the customer statement the customer stated the issue did start 2-3 weeks ago and they continued to operate the vehicle.
The customer noticed the car shaking/vibrating & misfiring.(low idle but when you start driving its okay)
This issue was first noticed a couple weeks ago--2/3 weeks ago. Unknown of date/exact timeframe.
The customer did continue to drive the vehicle since noticing the issue
The customer drove the vehicle to the ** 5/21
The customer violated Section 3 Contract holder responsibilities:
1.Prevent Further Damage - Immediately take action to prevent further damage to Your Vehicle. The operator of Your Vehicle is responsible for observing Vehicle warning lights, gauges, and sensory items that indicate a potential Breakdown.Upon this observation, you must immediately arrange for the vehicle to be diagnosed. Failure to properly take this action may result in the denial of claims
The customer should have immediately stopped driving the vehicle and towed the vehicle to the repair facility.Customer response
06/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
SunPaths response and explanation was absolutely false. They either misunderstood my statement or manipulated it whether knowingly or unknowingly. I took my car to get fixed IMMEDIATELY, the same moment I noticed an issue. By the time I had spoken to SunPath, my car has been in the shop for 2-3 weeks already. Please fix your information immediately.Thank you
Regards,*******
Business response
07/05/2024
The conversation with Mr. **** was recorded. Mr. **** stated that the vehicle was taken to the repair facility on May 21, and he drove the car to the shop. The issue was noted to have been occurring for 2 to 3 weeks, shaking while on low idle. Customer continued to drive vehicle while he was waiting for a shop appointment as repair facility could not take him right away.Customer response
07/22/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I would like to begin by saying that I never had an agreement with SunPath. My ID cards all say AutoProtect USA without a mention of SunPath at all. It came to my surprise that SunPath, a company I never had an agreement with is handling my claim.
Secondly, Id like to again say how false their reason is for denying my claim. I never told them that I drove my vehicle for 3 weeks. Never! I never even spoke to them until 3 weeks of my car being in the shop that entire time. Even the shop attempted to reach them with no success. What I had told them is that my car has been in the shop for 2-3 weeks and NOT that I was driving it. I have evidence that I was driving a rental car since day 1 of my car having issues and being taken to the shop.
The rental car (which I have the receipt for) was rented from May 21st for the whole month. Thats how long it took SunPath to even answer the claim, the dealer and I were waiting for an entire month!! I had to pay an entire month until they denied for no reason. They are just making excuses. They say they have the recording of me saying I was driving the car, please have them send proof of the recording.
Thank you,
*******Business response
07/31/2024
We have responded to this inquiry twice. Our decision regarding this claims matter has not changedCustomer response
08/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
SunPath is not telling the truth here. I requested proof of SunPaths claim that I said I drove my vehicle when I did not! The vehicle was at the shop for 3 weeks and I was not driving it. I made this very clear, and they are refusing to acknowledge their mistake or lie. They claim that conversation is recorded, well where is the recording I requested? They did not respond to that request.SunPath has the ability to update the claim information to the correct, true information, and they are refusing to do so in order to avoid paying their promised services.
They make excuses so they dont have to honor their claims.
Regards,*******
Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I PURCHASED AN AFTERMARKET WARRANTY. AND THIS COMPANY HAS BEEN THE ABSOLUTE WORST CUSTOMER SERVICE EXPERIANCE EVER I PAYED OVER 2500$ for this warranty. And ive kept meticulous records on all my vehicle services. ive full filled every aspect of contract I was asked in writing to fulfill so that Id not have these problems with Sunpath. Id have never bought a warranty through them if id have known how poor of a company this was. Their agent hung up on me after I repeatedly asked for a supervisor *** asked for a supervisor virtually every call for last month and got told my complaint isnt good enough to be forwarded to a supervisor. Neither is the shops office managers complain good enough to get a supervisor when she calls as well. . They always lose service records ive turned in numerous times. My car has sat at shop for two months. waiting on my claim to be approved by Sunpath. it sat there a month waiting on a response only for us to call and get told we needed to turn in more records they never told us we needed. When we asked why they didnt inform us of that fact they said we dont call customers! Only to call daily now telling us our records arnt good enough or missing when they are all there. and have been since they asked for them. its an engine claim and there trying to not pay out because of mileage not being recorded at a tire repair where i carried the tire into the shop for repair thus not having the car there to record the mileage. i have a handicapped child and need my car repaired under the warranty I paid for. And told It would cover if this happened while under warranty a coverage. *** missed appointments, my childs events, etc etc because Sunpath cant seem to full fill its obligations under contract. And certainly not in a timely manner.Initial Complaint
04/17/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Service extended a=warranty contract with $100 deductible. Recent service claim c1000000492 insurer forced deductible payment of $256.31 and did not honor terms of contract.Initial Complaint
03/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My car went down on February 19, 2024. I took my car to ******* the ************** and I called *************** and they said they will not fix my car. They were very rude. They said I should have called them first. I took out a contract with them and paid over $5,679 to them. I would like a refund of my money.Business response
03/26/2024
We have escalated your concern to the ************* team at AmTrust. Someone from the team will be in touch with you in the next 24 hours. If you need immediate assistance, please contact us at **************.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car failed to start on Wednesday, March 6th in the morning around 7:30 AM. AT 2:00 PM the car started fine. I drove it to pick up my kids and while picking up my daughter the car wanted to turn off and while pressing the gas pedal it wouldn't accelerate or make noise. I made an appointment with the car dealer and while taking it there the car worked fine. I was thinking that the battery needed replacement and when the dealer made a diagnostic, they informed me that the battery needed replacement as well as the transmission. I contacted Sunpath and gave them the story. They carefully checked the car records ********* services to the car such as Oil Change, etc) since everything is in good standing, Sunpath canceled the claim with the excuse that I should have towed the car instead of driving it. They claim that I incurred the damage by driving it to the dealer based on my claim testimony. They told me to refer to the contract. I paid this warranty in full.Business response
03/20/2024
We have escalated your concern to the ************* team at AmTrust. Someone from the team will be in touch with you in the next 24 hours. If you need immediate assistance, please contact us at **************.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I purchased a 60 month/125,000 mile extended warranty for my used vehicle from *******! on 7/18/22. The warranty is serviced by SunPath Ltd. On 1/25/24, I took the vehicle to the Kia ********** and was told I needed an engine. Over the next month, I had to constantly call Sunpath to get updates on my my claim. The representatives were very secretive and uncommunicative. All vehicle maintenance records were sent to SunPath as requested. On 3/5/24, I was told my claim had been denied because I drove the car to the ********** to be checked out. No one would tow a running vehicle to a repair facility to be diagnosed when there was no obvious problem. I requested that the denial be reviewed because the car was running, not overheating, and no check engine was on. However, Sunpath has continued to deny the claim. I feel they are using vague stipulations in the contract to avoid covering the repair because it is ********** vehicles currently have well publicized issues about engine problems and that is the exact reason I bought the warranty.Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car stopped working February 8th * 2024 I then contacted my warranty company SUNPATH MILEAGE PLUS for my vehicle to be picked up. It was picked up and then taken to Chevrolet down the street from my house. Before anything was done to my vehicle I had to call the warranty to let them know of everything that was happening before the mechanics could further the work. Once they had a diagnosis I then called the warranty company again to let them know that the dealership had a diagnosis. Once they were told the diagnostic I then spoke with ***** from (sunpath) and asked her multiple times if indeed I would be covered and she then told me yes I paid for the best plan and my vehicle was completely covered. Today February 26th* 2024 I called Sunpath because they had told me they would call me within 24-48hrs I never received a call from them that is why I took it upon myself to reach out to them. They then told me that my claim was denied* due to a timing guide although they told me I was completely covered. I have paid my warranty off in full way before this incident happened. I have tried multiple times to speak with someone higher above MANAGEMENT and the only 3 people I have spoken with are Nicki * ************************* ********** Every time *** asked to speak with someone higher up they have said they are the higher up and today ***** said that her boss said there was no reason for him to contact me because the claim was denied. ***** then suggested after her boss said he would not speak with me to call another # and this lady ******* from AAP/***** said that there was nothing she could do the most she could do is try and get me some of my money back. I just want someone to please inform me why my vehicle is not COVERED. The disrespect from the staff SUNPATH is despicable and outrageous for them to treat someone so poorly. I need answers!!! Respectfully* ***************************Business response
03/14/2024
Thank you for your feedback. We take your concerns seriously and are actively working to address them. Your satisfaction is our priority, and we'll reach out to the appropriate channels for a prompt resolution. We'll be in touch soon to discuss further. For immediate assistance, call us at ************.Business response
03/20/2024
See attached responseInitial Complaint
02/21/2024
- Complaint Type:
- Order Issues
- Status:
- BBB unable to locate business
My recent auto repair claim was denied. The dealer was told by SUNPATH that it was denied because I drove the vehicle vice having it towed while while it was in need of repair. Facts are 1. Once I saw the oil stain on the ground I drove it straight to the dealer which is one block from my house to get checked out. The car drove ok. They checked out the vehicle and sent SUNPATH the estimate. They were told it is denied as per the above. 2. I spoke with the Sunpath customer service rep.and he said there was nothing he can do; I asked to speak to a supervisor and he told me they refused to talk to me; and, there was no one else I can speak with to resolve the issue. The rep said to contact he seller of the contract ************************* ************; his phone was blocked. 3. If the car couldn't be driven I would have had it towed; It drove fine. I had my attorney check the contract and there's nothing indicating that it had to be towed. It drove fine. It seems they are trying to renege on the contract (contract fee was fee $2900.) and not pay for my repairs. I am a retired veteran and depend on these types of services to minimize my monthly cost of living. Any help you can render would be greatly appreciated. Contract number HZF096541. My name: *************************; Cell ************; E-mail ******************** Thank You.Business response
03/13/2024
Thank you for your feedback. We take your concerns seriously and are actively working to address them. Your satisfaction is our priority, and we'll reach out to the appropriate channels for a prompt resolution. We'll be in touch soon to discuss further. For immediate assistance, call us at ************.Customer response
03/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I called the number you gave in the response (************* and they said they are no SUNPATH. It was the wrong number. I attached the info form my warrentee to confirm the contract info...
PLEASE ADVISE
Regards,
****
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