Complaints

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

• Initial Complaint

  Date:07/29/2024

  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.

  A little over a year ago, on March 2, 2023, I financed a pre-owned MazdaCX-7, along with a Janus extended warranty at *************. During the time that the vehicle was running, I made sure to keep up with regular oil changes and various repairs when needed. I retained all of the receipts as directed. A couple of months ago the car started misfiring and the check engine light started to blink. After taking it to my regular repair facility I was told my car would need a new engine, so I promptly called Janus customer service and found a shop nearby within their network. This was on the 10th of June. **** ********** Did their own teardown and diagnosis to confirm that in fact I would need a new engine, the cost of which would be in access of $10k. I was also informed that the Janus warranty would only cover up to the cash value of the car and that was $1600. I called the dealership and spoke to Dylan in finances. He put me in touch with the warranty rep Paul and Paul told me that I must have my car towed to ******* ***** for the repair bc he talked to the Admin (Joe?) in ********* and agreed I would only pay for any extra oil, fluids etc. everything would be covered. I was grateful. Had to pay **'s $400 out of pocket for the diagnosis, car towed to **. I emailed all of my receipts to Paul and Tony R at **** and waited a week for the go ahead to get a rental car. I got the rental and sent Paul my rental receipt that he then said he would submit for reimbursement (never got it) Talked to Paul mainly through many text messages* gradually losing patience. week 4 passed and I let Paul know that Tony R said he sent the estimate for approval July 1. no response- engine not ordered. Paul responded that he thought my car was done by now and I should ask why he wasn't informed which struck me as odd. Then Paul stopped texting and blocked my calls. another week then yesterday my claim was denied doesn't make sense. I did my due diligence. I feel like I was mislead.

  

  Business Response

  Date: 07/30/2024

  There is no dispute that the engine in ******************** car needs to be replaced nor that he purchased a Janus service contract when he purchased the vehicle at ************* but the issue is that **************** never got the oil changed during his entire period of ownership from the time he bought it in 2023 until he came in with his engine claim.  To keep the coverage in place a consumer must follow at least the maintenance guidelines of the manufacturer which with Mazda is an oil change every 5,000 miles or 6 months which was not done.  As part of his "proof" of maintenance **************** provided 3 receipts purporting to prove that oil changes were done but when ************* and Paul G called those facilities they were told that this was in fact false and those oil changes were never performed there.

  We will always err on the side of the consumer but I hate being lied to and provided with bogus documentation.  The denial still stands but as 1 final accommodation to the customer I would be willing to refund 100% of what he paid for the service contract so he can either repair his vehicle or trade out of it into something different with a dealership of his choice. 

  Customer Answer

  Date: 07/30/2024

  Complaint: ********
  
  I am rejecting this response because: I spoke to Hunter at "********** **** ****"  and he said that when the investigator spoke to him (on July 19th), he did not deny doing the oil change (or the other work, for that matter).  He told me that he said that he couldn't recall exactly at that moment and that he would have to look into it when he returned to the office... I spoke to Hunter the same day that Paul did.  Hunter found the original receipt and sent it to me. and I sent  the Image to Paul on Monday, July 22, 2024. I am uploading a screen shot of the texts I sent to Paul plus the image I sent via text. they are all date and time stamped.  and shown together. Paul DID NOT FOLLOW UP ONCE RECEIVING THE RECEIPT. Hunter said he received no further calls after the first conversation he had with Paul but he said the receipt clearly indicates the work that was done and that he would gladly verify the work.. whoever calls must leave a message for Hunter with the office. he will promptly return the call. probably from his mobile work phone **************) again, I will include a screen shot from my ****** as proof.  BTW, I included and image of the receipt with my BBB complaint.  The 3 receipts from **********?  I spoke to Mitchell today. ********** ******* IS WHERE THE OTHER 3 OIL CHANGES WERE DONE.  He DID NOT Talk to Paul or anyone investigating receipts for the work he did.  I included proof of my text to Mitchell which shows that I shared Paul's contact number.  Mitchell will personally be trying to reach Paul any minute..  I do not appreciate being called a liar. I do my due diligence.  I know this kind of bad business experience happens to honest people all of the time.  I cannot give up when I am in the right.  Again, Mitchell, from. ********** ******* (3 oil change receipts) said he spoke to no one.  I sent Paul's contact. Mitchell is trying to call him as I type this or very soon.  If Paul doesnt answer, Mitchell may also send a text. MITCHELLS TEL # IS PRINTED ON THE RECEIPTS AS IS ********** **** ****. REFER TO MY COMPLAINT UPLOADS FOR ALL COPIES OF RECEIPTS IF NEEDED.

  Sincerely,

  
  ************************************

  Customer Answer

  Date: 07/30/2024

  I forgot to mention, before the oil change at ********** **** ****, like  2 weeks before, I had the complete tune up (including plugs) and oil change at ******* *****.  This is where I bought the car and the extended warranty.  that wasn't the only time I had a tune up. *** **** on 3/12/24 see invoice. they also had to replace valve cover gasket and the spark plugs again. *** **** also always does a complimentary inspection as well.
  

  I have provided those invoices 3 separate times now.

  

  Business Response

  Date: 07/31/2024

  The problem is when the selling dealer and our rep Mr. Paul G contacted the repair facilities where these oil changes had allegedly occurred all of them said they had no record of them and that they were falsified.  I think under the circumstances agreeing to refund 100% of the money rather than forwarding these documents to the authorities and having them initiate a criminal investigation for insurance fraud is extremely generous. 

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The accusations that the Janus Admin have made against me are baseless and false.  They are clearly attempting to intimidate me into accepting their terms by threatening to "contact authorities" to initiate a "criminal investigation" of "insurance fraud".  This does not scare me because it is ridiculous, and not true.  I don't even think this action applies to the situation at hand.   But Janus, if you truly mean to follow through with this threat if I don't accept your terms, by all means, be my guest. I have nothing to hide.  All of the evidence supporting MY claim is real and unadulterated.  Janus, shame on you for using a tactic like this to discredit and bully me into accepting your terms.

  Janus says the businesses told investigators my receipts were falsified.  None of them said anything like this to the investigators.  This could all be resolved if there could be a way to have a conference call with the people representing these businesses, investigator that called them, myself, and a mediator present.  Then try to put words into peoples' mouths.  Then try to say the receiuts are fake.  Then try to say I didn't have any oil changes.  Janus, have you looked at any of the attachments I have uploaded?  You should definitely open the 2 I am uploading with this response.  The images speak for themselves.  received recently from Hunter of ********** **** ****.

  Please either order the engine and have the work done by ******* ***** as planned without delays.  Or if it is easier, cut me a check that covers the estimated costs for the engine replacement and I will take it somewhere.  This would probably be easiest way to be rid of me. I also need compensation for the rental car. 50 dollars a day for 5 days, even though it has cost me way more than that.  I will cancel the warranty once everything has been satisfied.

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

  

  Business Response

  Date: 08/13/2024

  The situation regarding the lack of documented maintenance being before ******************** ownership of the vehicle was discovered last week and the claim was approved for the maximum limit of liability of $4,600 per the contract.  Furthermore because of all of the confusion we reached out to ownership of the dealership that sold **************** the vehicle and they agreed to pay the delta between what a new engine will cost and the limit of liability, including reimbursing **************** the $400 for his rental vehicle.  **************** will pay his $100 deductible and the rest will be covered between Janus Automotive Administrators and ******* *****.

  I would like to personally apologize to **************** for accusing him of fabricating maintenance receipts.  Paul G is one of our most pro-customer agents and when he communicated to me that the documents were not accurate I accepted it as fact and didn't verify myself until the way I should have. 

• Initial Complaint

  Date:02/14/2024

  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 car in 2022, and 2023 my car was taken to the dealership because of a check engine light on. The cause of the light was because of a leak in my valve cover, the dealership quoted me $22,154.22 for a new engine. The dealership was in contact with the warranty company to pay for the repairs, but the warranty company denied my claim due to what they call " negligence by the owner" because my pregnant wife didn't call a tow truck and have the car taken to the dealership as soon as the check engine light came on we're denied. Since I am in the Navy I am too busy to go back and forth with the company. This incident happened in November of 2023, we've been spending a lot of money on a rental car which is stressing my pregnant wife out.

  

  Business Response

  Date: 03/06/2024

  ****************,

  I apologize for the delay in getting back to you but upon receiving your letter I immediately started reviewing your file and determined that your claim should have been covered.  I worked with the dealership and the manufacturer to get you a rental vehicle at no cost to you or your family and worked with our contacts at ********************* to make sure you received the optimal outcome.  I am pleased to let you know that the entire cost of the engine replacement will be covered 100% and you will not be responsible for even the normal deductible stated in the policy.  Parts are being ordered right now and *********************** from ***************** will be keeping you and your wife abreast.

  If there is anything else you need feel free to reach out to me personally - *******************************************************

  IIya M. S******************, President

  Janus Automotive Administrators.

• Initial Complaint

  Date:11/02/2023

  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 took my **** ******** to the dealership. I was told my PTU was bad and needed replace. I have warranty with Janus value plus protection plan and it says that they cover moving parts for the vehicle. But they refuse to pay for repairs.

  

  Business Response

  Date: 11/18/2023

  ******************,

  I received your complaint and immediately called the company we use to handle claims adjudication.  The part in question technically wasn't covered but I could certainly see from a consumer's standpoint how it could be a bit of a grey area so I authorized coverage of $1,500 which was the maximum amount under the terms and conditions of the policy that you had purchased from ****** City. I know you have a copy of your policy since you uploaded the declarations page when you first reached out to the BBB but I have attached a copy of the terms and conditions if you needed to reference those (section 5 on page 3).

  I hope you are enjoying your ********.  They are great vehicles.
  

• Initial Complaint

  Date:05/30/2023

  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.

  My vehicle has been serviced twice since purchase and Janus seems to be looking for ways to deny the claim. Most recently, it was taken to a **** dealership for a PTU failure. It has been there for 2 weeks because Janus has delayed in their inspections and required more work be done after the dealership technician reported their findings of an internal failure. They won't authorize a rental until they determine it's covered and again it seems like they are looking for a way to deny it. I am completely disgusted with the manner in which they conduct business. There is no way they deserve a 5 out of 5 rating.

  Customer Answer

  Date: 05/30/2023

  My vehicle has been in the shop for almost 3 weeks. I cannot contact Janus and they have not kept me updated on the status. I would like to be contacted with a status and their intentions. It seems they are searching for a way out of covering the repairs to my vehicle. 

  

  Business Response

  Date: 06/02/2023

  BBB heard from the consumer who advised that the business has reached out to them directly and rectified the issue.

  Customer Answer

  Date: 06/02/2023

   
  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.
  

  I will give them credit. Janus stepped up and did the right thing after the claims department denied my claim, Senior leaders recognized the issue and changed the determination. They have chosen to repair my issue immediately and fully cover it. I appreciate they honesty and integrity of their senior management. Thank you.

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