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:02/25/2025

  Type:Order 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 my car and the agreement in 2021 from **** ***** **** in ************, **. Te contract is the most extensive contract covering what I consider bumper to bumper coverage. I began to have issues with my cars transmission a few months ago and I took it to several places and I was notified that it needed to go to a ******* service dealer. ***** the adjuster came out on 2/21.2025 and ultimately agreed that the trans needed replacement.However, ***** said that the only labor they would pay was an agreed upon amount between them and the selling dealership. The contract doesnt stipulate any specific amount and indicates that I could take it to any service center and the only responsibility that I have is a $100.00 deductible.

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out and sharing your concerns regarding your vehicle service contract. We sincerely apologize for any frustration you have experienced during the claims process.
  After a thorough review by upper management, we are pleased to inform you that your claim has been approved at the requested shop labor rate. This means that your repair will proceed at the rate requested by your chosen service facility.
  

  We appreciate your patience and the opportunity to address this matter. 

• Initial Complaint

  Date:02/16/2025

  Type:Order 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.

  Vehicle has ***** mi left on warranty. On ************************************* a code appeared in an unsafe area of the parkway with retaining walls, dangerous curves, cones and lines not to stop on shoulder - stating ENGINE OIL PRESSURE, STOP VEHICLE CAREFULLY. It never gave an indication that oil was low and proof of routine oil changes were provided upon their request. *** claimed I was irresponsible because I did not immediately pull over and drove 3 miles until the code came on again. They never called to ask me why and made a determination not to pay. I called explaining that the 5 minutes I drove on the JR ***** was because there was no where to stop and after the code came up the 2nd time I was able to pull over and try to exit the parkway when the engine died. I called a tow truck and went straight to the repair shop. No code ever said stop driving and there was no where to even stop safely and my 88 yr old mother was in the car. The car's dash freeze frame will tell you when to add a quart of oil so for them to say the level was low and undetectable can't be true or a reason for them not to honor the warranty. This was of no fault of mine since there was no warning of any oil issues or issues with the engine prior to me getting on the parkway and Pessada/DRC should be held to stick to the warranty and replace the engine. Further they said they already put $2***** into repairing the car and *** "claimed" it was certified used when I purchased it.

  

  Business Response

  Date: 02/18/2025

  We appreciate the opportunity to respond to the concerns raised by ***** **** regarding their extended vehicle service contract with Dealers Resource Center. Our company remains committed to upholding the terms of our contracts while ensuring fair and transparent claim determinations.
  

  After thoroughly reviewing the claim, the contract terms,and the findings from the vehicles inspection, we would like to clarify the following:

  Claim Investigation and Denial
  -The complainants claim was denied based on specific provisions of their extended service contract, which explicitly exclude coverage for damages resulting from continued operation of the vehicle after a failure occurs (Section 5G) and those caused by improper amounts or improper types of lubricants (Section 5B).
  -The vehicle displayed a critical ********** Pressure Stop Vehicle Carefully warning, indicating an urgent issue requiring immediate attention. However, the complainant continued to operate the vehicle for an additional distance despite this warning.
  -Section 5G of the contract states that failures "due to continued operation of your vehicle, or failure to use reasonable means to protect your vehicle from further damage, after a failure occurs" are not covered.
  

  Inspection Findings
  -At the time of inspection, a leak was found from the oil cooler, which contributed to the low oil pressure condition that ultimately resulted in engine failure.
  -Additionally, the following Diagnostic Trouble Codes (DTCs) were present in the vehicles system at the time of inspection:
        -13070C ***** solenoid exhaust not controllable during cold start
        -1C0102 Oil control pressure too low
        -1C0301 Oil pressure control valve jammed closed
        -1C2002 Oil pump pressure low
        -1FB801 Oil pressure stop vehicle carefully
  

  Contractual Responsibility to Protect the Vehicle
  -Section 4, Conditions of Coverage, Subsection 2A of the contract outlines the customers responsibility when a breakdown occurs, explicitly stating:
  "You MUST use all reasonable means to protect Your Vehicle from further damage. Example: Activated warning lights, such as oil or temperature lights in the dashboard, indicate that You should stop operating Your Vehicle immediately."
  -The contract further advises that if a vehicle is disabled or unsafe to drive, the owner "may wish to arrange for towing" to prevent further damage.
  

  Oil Levels and Maintenance
  -While the complainant asserts that there was no prior indication of low oil, the presence of multiple oil pressure-related DTCs and a known oil cooler leak indicate a loss of oil pressure, which would have directly contributed to the failure.
  -Per contract Section 5B, failures "caused by improper amounts or improper types of lubricants" are excluded from coverage.
  

  Customer Concerns About Stopping
  -We acknowledge that stopping immediately in certain road conditions can be challenging. However, the contracts guidance is clear: once an oil pressure warning activates, the vehicle should no longer be operated to prevent further damage.
  -The complainant continued to operate the vehicle after the initial warning appeared, as evidenced by the presence of multiple oil pressure-related fault codes and the vehicle ultimately shutting down.
  

  Final Position and Next Steps
  -Given the circumstances and the contracts terms, the denial decision remains in place.
  
  We value our customers and strive to handle all claims with fairness and diligence. We appreciate the opportunity to provide clarity regarding this matter.

  
  

  Customer Answer

  Date: 02/19/2025

  Complaint: 22949372
  
  I have reviewed the business' response and am rejecting it because:
  None of those other codes mentioned EVER appeared on the dash freeze frame. Only the engine oil pressure, stop carefully. It would of not only been life threatening but extremely dangerous to others had I stopped on the curves or retaining wall where there is no shoulder. I always had correct oil in my car and produced routine maintenance records to prove it. They want me to be responsible for inforseen codes that were never visible to me. I was fully responsible in stopping in a safe place and immediately without instruction from the warrantor called for a tow off the parkway. They agree and claim that I only drove 3 miles (5 min) more before the code came up the 2nd time and the vehicle died. NEVER did it say stop immediately it said carefully and I pulled over and stopped immediately when I was out the parkway curves andit was then the engine died. I question why did all those other codes they state the car pulled up not appear to notify me of the danger I faced driving the car at all? And again, even if coolant needs 1 qt added it will say so. The repair or purchase of a new engine is costly and their having invested already $25,000 in this vehicle on a warranty I paid over $4,000 for is the main reason they dont want to pay and instead are calling me irresponsible in driving 5 minutes more from the 1st time the code appeared.

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/19/2025

  We have carefully reviewed the complainants most recent statements and would like to provide further clarification while respectfully maintaining the denial of the claim based on the contractual terms.
  

  Claim Investigation and Denial
  -The complainants claim was denied based on specific provisions of their extended service contract, which explicitly exclude coverage for damages resulting from continued operation of the vehicle after a failure occurs (Section 5G) and those caused by improper amounts or improper types of lubricants (Section 5B).
  -The vehicle displayed a critical ********** Pressure Stop Vehicle Carefully warning, indicating an urgent issue requiring immediate attention. However, the complainant continued to operate the vehicle for an additional distance despite this warning.
  -Section 5G of the contract states that failures "due to continued operation of your vehicle, or failure to use reasonable means to protect your vehicle from further damage, after a failure occurs" are not covered.
  

  Dashboard Warnings vs. Diagnostic Codes
  -We understand the complainants concern regarding the visibility of the diagnostic codes at the time of driving. It is important to note that many Diagnostic Trouble Codes (DTCs) do not always display directly on the dashboard but are instead stored in the vehicles system for technicians to review during diagnostic assessments.
  -The only warning that may have been immediately visible to the driver was the "********** Pressure Stop Vehicle Carefully" message. However, the stored DTCs including codes indicating low oil pressure, oil pump issues, and oil control valve failures provide critical information regarding the condition of the vehicle at the time of breakdown.
  

  Obligation to Prevent Further Damage
  -While we understand the complainants position that it was unsafe to stop immediately, the contract requires the driver to use all reasonable means to protect the vehicle from further damage.
  -As outlined in Section 4, Conditions of Coverage, Subsection 2A, the customer must:
  "You MUST use all reasonable means to protect Your Vehicle from further damage. Example: Activated warning lights, such as oil or temperature lights in the dashboard, indicate that You should stop operating Your Vehicle immediately."
  
  Inspection Findings and Stored Codes
  -At the time of inspection, a leak was found from the oil cooler, which contributed to the low oil pressure condition that ultimately resulted in engine failure.
  -Additionally, the following Diagnostic Trouble Codes (DTCs) were present in the vehicles system at the time of inspection:
       -13070C ***** solenoid exhaust not controllable during cold start
       -1C0102 Oil control pressure too low
       -1C0301 Oil pressure control valve jammed closed
       -1C2002 Oil pump pressure low
       -1FB801 Oil pressure stop vehicle carefully
  

  Consideration of Driving After the Initial Warning
  -We fully recognize the complainants concerns about road safety and the decision to continue driving for an additional three miles. However, even limited operation of a vehicle after a critical oil pressure warning can result in severe engine damage.
  -The warning message, even though it stated, "Stop Vehicle Carefully", is a prompt indicating a significant issue with oil pressure, where continued driving poses a high risk of engine failure.
  

  Addressing Financial Concerns
  -We understand the complainants frustration with the cost of replacing the engine and the financial investment already made in the vehicle. However, the financial implications do not alter the contractual obligations.
  -The complainants reference to the amount already spent under the warranty or the initial cost of the extended service plan does not impact the claim determination, which is based strictly on the contracts terms and exclusions.
  

  Final Position
  -After a comprehensive review, we must respectfully uphold the denial of this claim, as the circumstances fall within the exclusions outlined in the service contract.
  -We recognize the challenging situation the complainant faced and appreciate their concerns regarding road safety. However, the contracts terms regarding continued operation after a critical warning are clear and binding.
  

  We appreciate the opportunity to provide further clarification and remain committed to fair and transparent service. Should the complainant have any additional documentation that may impact this determination, we are open to reviewing it.

  
  

• Initial Complaint

  Date:01/25/2025

  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.

  I purchased a 2017 **** 150 Lariat from **********, ******* **** Deal (**** ***** ****) in 2021. Upon purchase, the underwriter closing the deal out with me, told my partner and I, that the warranty that I was going to be purchasing would cover all maintenance repairs and incidents, given the event any ever arose, due to the fact the F150 being purchased was a 'Used Vehicle'. My fear of purchasing a $50,000 vehicle that was used, made me want to purchase the best warranty the vehicle could get, fearing the idea the vehicle may have problems and I would have to pay big ticket repair items. I had engine trouble randomly and took the vehicle to **** **** **** (****, *******) for repairs in year 2024, and found repairs would cost over $6,000. Warranty randomly required me to show all my oil changes (in receipt form) for me to be able to even hear about the possibility of getting some payment for relief. I could only produce ones I remembered purchasing with files I have kept on hand. I traveled out of state and gotten oil changes, but never retained information for those transactions. After submitting all files I had, Dealers Resource Center (the warranty company), response was I went 20K miles without an oil change because I could not produce oil receipts, therefore I was solely responsibly for all repairs. The issue at hand, is the fact that I was told, with confidence, that all mechanical issues for the truck would be covered by warranty.I was never made aware of the need to keep track of receipts for Warranty to pay for repairs when the time came. I financially did not have the money for these repairs and I am still financially impacted as a result of this incident.I was told my plan was a "Full Coverage Warranty Program", I was purchasing. I would like either **** ***** **** or my Warranty Company that completely disregarded me during this incident, to pay for these repairs to resolve their unprofessional, shady, misleading business practices.

  

  Business Response

  Date: 01/27/2025

  Customer Name: ARINZECHUKWU EKWEALOR
  Policy Number: 40-00055829
  Date: 1/27/2025
  
  Thank you for bringing your concerns to our attention. We regret any frustration youve experienced and appreciate the opportunity to provide clarity regarding your Diamond Elite Protection policy and the handling of your claims.
  

  1. Overview of Claim History
  October 2023 Claim: Your initial claim was submitted with the vehicle mileage recorded at ******* miles. At this time, oil change records were requested to verify compliance with the policys maintenance requirements.Unfortunately, the records provided were insufficient, as there was a significant gap in documented maintenance history.
  December 2023 Claim: Despite unresolved concerns from the October claim, the vehicle continued to be operated, and a subsequent claim was filed in December 2023, when the vehicle mileage was ******* miles. Maintenance records were again requested, and the missing records could not be produced.
  

  2. Approved Repairs and Payments
  We would like to highlight that certain repairs were approved and paid under your Diamond Elite Protection policy, even when oil change verification was not required for those components. Specifically:
  A total of $4,155.42 was paid directly to **** **** **** and **** ***** **** for repairs covered under your policy.
  While this amount represents the approved and covered components, the remaining denied repairs pertained to failures that required verification of proper maintenance per the policy terms.
  
  3. Policy Conditions and Exclusions
  Your Diamond Elite Protection policy outlines specific terms and conditions under Section IV Conditions of Coverage and Section III What is Not Covered, which include:
  
  Maintenance Obligations (Section IV):
  Maintenance must follow the vehicle manufacturers guidelines, including regular oil changes at specified intervals.
  Documentation, such as receipts or logs, must be retained and provided upon request.
  Failure to provide records may result in denial of benefits (Section IV, Subsection D).
  Exclusions Due to Lack of Maintenance (Section III,Subsection 5E):
  Repairs are excluded if caused by a lack of maintenance or if requested maintenance records cannot be provided or verified.
  Exclusions Due to Continued Operation (Section III,Subsection 5H):
  Repairs are also excluded if damage results from the continued operation of the vehicle after a failure or failure to use reasonable means to protect the vehicle from further damage.
  

  Attached is a highlighted copy of the contract indicating the referenced sections and subsections mentioned above. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22858149
  
  I have reviewed the business' response and am rejecting it because: the policy sold to me at the time of purchase was said to be full coverage and there was no mention of maintenance upkeep requirements. Per my vehicle oil meter, I never operated the vehicle below a 0% oil life. The vehicle was only operated with healthy oil life.
  Additionally, per my warranty, I was told u would be provided a vehicle to replace mine while in the repair shop that accepted maintenance. Upon both attempts to get a replacement vehicle, I was denied so I was purely forced to drive the vehicle on hand. Transportation to and from the shop was the reasoning for any and all mileage added. The vehicle was not trusted to drive else where, nor was it. There should be records to shows the many attempts to drive to **** **** and get on the schedule for repairs. 
  The salesperson distributing your policy was very misleading and unclear about the true details of this policy. I am very disappointed with the effort given about this issue. I strongly believe the vehicle was sold to me, knowing there was multiple internal engine issues present.
  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/28/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to provide clarification regarding your policy and its administration.
  

  1. Sale of the Policy
  The extended service contract was sold by the selling dealership (**** ***** ***** at the time of your vehicle purchase. Dealers Resource Center (DRC) acts as the warranty administrator and is not involved in the sales process or any representations made by the selling dealership. While we cannot verify what was discussed during the sale, the complete terms and conditions of the policy were provided at the time of purchase.
  

  2. Claims Adjudication
  The claims department at Dealers Resource Center is required to evaluate and adjudicate all claims based strictly on the written terms and conditions of the policy. These include:
  Section IV Conditions of Coverage:
  -Maintenance must be performed per the manufacturers specifications, and records must be retained and produced upon request.
  -Failure to provide records may result in denial of coverage.
  Section III What is Not Covered:
  -Repairs caused by lack of maintenance or the inability to provide requested records (5E) are excluded.
  -Damage resulting from continued operation of the vehicle after a failure or failure to protect the vehicle from further damage (5H) is also excluded.

  Both of the above-mentioned sections are highlighted on the copy of purchased contract that has been attached. 

• Initial Complaint

  Date:09/20/2024

  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 had some problems with car that two car centers couldn't find the problem. So I took it Dealership paid to have it put on diagnostic machine. Told the dealership to fix it and file under warranty. They dealership and told them not to fix car till they send someone. They search to come up with something not to pay. Stating a delay in oil change. Which for that type of oil I'm well with in the range. And under mileage allow and still in contract

  

  Business Response

  Date: 09/26/2024

  The claim was initiated on Ms./Mrs. Vernon’s 2014 Mitsubishi Outlander SE by Greenville Mitsubishi for an internal engine failure and request to replace the lifters and rocker arm assembly.  The vehicle was inspected, and oil change records were requested to be produced and verified.  The oil changes provided do not fall within the Manufactures intervals as set out in the owner’s manual.  The first record provided indicated that the vehicle was operated for 8,887 miles before an oil change with a service interval based on the Owner’s Manual of 7500 miles.  This is an excess of 1,387 miles more than that Manufacturer’s stated oil change interval for regular maintenance.  As stated in the customer’s contract in the Conditions of coverage that “Your Vehicle manufacturer’s mileage recommendations will be considered the maximum allowable interval between service requirements.” Please see the attached copy of the customer’s contract with highlighted fields regarding maintenance on the vehicle also a copy of the owner's manual is attached.  

  Customer Answer

  Date: 10/03/2024

  Complaint: 22316023
  
  I have reviewed the business' response and am rejecting it because:

   

  manual owner is standard oil not synthetic oil.
  
  
  Sincerely,
  
  Angela Vernon

  

  Business Response

  Date: 10/04/2024

  As outlined in the customer’s Basic Car Care policy on page 6, under Section 4, "Conditions of Coverage," the customer is required to adhere to the guidelines in the vehicle's owner's manual regarding proper operation and scheduled maintenance. The mileage intervals recommended by the manufacturer in the owner's manual are considered the maximum allowable period between required services. Unfortunately, the vehicle’s maintenance was not performed within the specified interval set forth in the owner's manual.

• Initial Complaint

  Date:04/04/2024

  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.

  We have been having driving issues with the 2016 ****** Altima. We have taken the care back to the dealer ship we bought it from and they said it's a mass air flow sensor, then spark plugs one thing after another. It seemed to be better each time but then it would start doing it again. We took it to the ****** dealer ship and they checked it out and said it needs a transmission. It said in the warranty paper work you must do all reasonable means to protect your vehicle from further damage. EXAMPLE they give is activated warning lights, such as oil or temperature lights in the dash board indicating you should stop operating your vehicle immediately. There was no lights on that indicated we need to stop operating the vehicle what's so ever. So now they denied the claim for a transmission replacement because we continued to use the vehicle. The service writer was not aware of these or neither were we. No warning lights so we continued to use the vehicle. I think this warranty company is a rip off of peoples money. We paid up front the whole amount thinking it was good coverage and its not. DRC waranty is a rip off

  

  Business Response

  Date: 04/08/2024

  The vehicle was driven into the facility with known concern and was continued to be operated until inspection was completed with a known concern.  An additional 326 miles were put on the vehicle after the claims department was informed that there was transmission failure.  The policy allows for towing reimbursement in order to protect the vehicle from additional damage.  This towing benefit was not utilized, and the vehicle was driven into the facility and then continued to be operated by the customer.  Continued operation/Failure to protect the vehicle is excluded in the customers contract on page 6 of the Agreement under Section 3 What is Not Covered in conjunction with Subsection 5H.

• Initial Complaint

  Date:03/10/2024

  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.

  The basis of our impasse in this matter involves several inaccuracies. However, to make my assertion as simple as possible I'll summarize our dilemma directly. The problem occurs with the third party alleged inspection report that Dealers Resource Center paid to an inspector to go to the ******** **** repair facility to do a physical inspection of my said damages. The inspector listed several findings in his conclusion that ****, the claims supervisor specifically stated during our phone conversation. Such items listed; lack or fluid in the transfer ****************** fluid on the back of the transfer case, road grime on the front of the transfer ****************** Subsequently, my claim was denied. In other words, given Joeys explanation, one could surmise it was owner operation failure (How convenient). **** verbally stated the inspectors report listed; he checked the fluid levels of the transfer ****************** pictures of the transfer case which included fluid currently on the back of the transfer case, and grime built up on the front of the transfer case & drive shaft.However, when I spoke with the service specialist ****** at ******** **** of ********* as to what exactly the inspector did; he asserted that the inspector simply took pictures of the dashboard, under the hood of the car, and the transfer area ONLY. The only hands-on experience was when the adjuster touched the drive shaft, and then concluded it needed to be replaced. Thus, this is our impasse! Therefore, when I pushed back on the inspectors report and asked for a copy, I was denied citing company policy. Which is puzzling, I am the customer paying for YOUR service. This goes against the company's policy of customer service satisfaction, which should be the staple of the company's mission statement.

  

  Business Response

  Date: 03/12/2024

  The claim for ********************** 2019 ************* S560 was called in by ************* of ********* with a failure of the rear differential.   The vehicle was inspected by a 3rd party warranty company.  Inspection findings were found to be consistent with long term leakage of the rear differential resulting in internal failure due to lack of proper lubrication.  The pictures that are included in the claim outline show evidence of road grime accumulation in the leaks indicating a long-term leak resulting in the improper fluid levels.  Please refer to the attached claim outline and copy of the customer's contract.  

  Customer Answer

  Date: 03/13/2024

  Complaint: 21413215
  
  I am rejecting this response because:
  
  Its impossible for it to be a long term leakage due to the stress that the transfer case endures. The transfer case shows signs of leakage now due to the malfunction. It would be impossible for the transfer case not to pickup road grime due to the viscosity of the fluid leakage. As per ****** at ******** **** of *********, the inspector NEVER CHECKED THE TRANSFER CASE!!! You can call ****** at ******** **** of ********* to verify my claim!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/19/2024

  To Confirm the current failure is the front differential of the vehicle. The road grime accumulation can be seen on the front differential as well as the subframe of the vehicle.  As verified in the pictures, the 3rd party inspector was at the facility and verified a long-term leak present at the front differential with road grime accumulated on the subframe and surrounding areas.   In turn this long-term leak led to low fluid levels causing the internal failure of the front differential due to lack of lubrication.  

  Customer Answer

  Date: 03/21/2024

  Complaint: 21413215
  
  I am rejecting this response because:
  
  Please provide the inspectors report to verify that your inspector manually checked the transfer case to determine that it was low enough on fluids to cause a malfunction. Its impossible to determine the fluid level of the transfer case by sight, or fluid on the outside of the casing! Please call ****** of ******** **** of Princeton at ************ to verify the inspection performed by the Dealers Resource Center inspector!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/05/2024

  Type:Order 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 this warranty Diamond Elite Warranty, at the dealership of ******************* jeep dodge in ********** ******* to cover my 2017 jeep wrangler that already had a lift kit on Purchased date October 2021. The warranty covered mileage thru to 142k miles and was the recommended best warranty to cover drive train included engine wear and tear and other specifications. This was financed into the purchase of the jeep which I still pay ****** month and have a 33k dollar balance left with citizens bank. So, 6 weeks ago or so, the end of January my vehicle hit 100k miles, still under warranty, but the engine went out, the vehicle was towed to maurices on drainefield rd in *********** where the warranty was discussed as they had their adjuster come out look at the vehicle then call me to tell me it's not covered and then they canceled the policy on me stating that it never should been bought with the vehicle with a lift kit. But they are the ones who sold me the warranty along with the dealership. Now I've tried to contact attorneys to help me get my money back as the cost to fix it is 9k dollars and I don't have money to do that, in fact, I've had to take the last of my savings to buy another vehicle to get back and forth to work. I have a jeep just sitting in my yard now owing 33k dollars that I can't drive since the warranty company decided they were not gonna fix my vehicle that was until they canceled under warranty including the engine was covered. They made an excuse to cancel my warranty because it was bought with the lift kit already done before I purchased it. Please please help.

  Customer Answer

  Date: 03/05/2024

  This is the receipt from auto shop that shows the work needed to repair the vehicle. ******* is estimated cost on receipt. But warranty company denied work as previously stated on first message. 

  

  Business Response

  Date: 03/21/2024

  Please see the attached claim outline for Mr./******************* 2017 Jeep Wrangler Claim.  The vehicle was brought in and was inspected by a 3rd party inspection agency.  Inspection of the vehicle was completed, and the vehicle was found to be modified with oversized wheels/tires installed on the vehicle.  A copy of the customer's contract is attached with highlights reflecting the denial reasoning in Section 3 and the Cancellation information as stated in Section 5.   The claim denial was provided, and the policy has been cancelled with a full refund of the policy cost.  The cancellation was processed by Dealers Resource Center on January 31st, 2024, and the funds will be routed back to the customers lien holder on the vehicle via the selling dealership. 

  Customer Answer

  Date: 03/22/2024

  I purchased the vehicle already with the after market lift kit that the company is trying to say was not attached at time of purchase. This is very not true! Nothing have been modified to this jeep since purchased. I bought the jeep with the modification already with vehicle. The warranty company had a contract with the dealership where jeep was purchased. Together they sold me the jeep with the warranty. I would never had bought this vehicle without the warranty. 

• Initial Complaint

  Date:07/07/2023

  Type:Order 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 own a service contract with DRC. I made a claim that was denied. My contract has conflicting language: Excluded: ....LIGHTS, BULBS AND LENSES ASSEMBLIES.... Included: ....9. ELECTRICAL: Starter motor, starter solenoid, alternator and its mountng bracket, voltage regulator, wiper motor, power seat motors and relays, power window motors and relays, electric driver and passenger door lock actuators, window washer fluid pumps, all manually operated switches, wiring harnesses, and oil pressure sending unit My car has a head light assemblies that contains wiring harnesses. Those wiring harnesses have failed and shorted and melted together. So the contract has conflicting language, it doesn't cover LENSES ASSEMBLIES.. but it does cover wiring harnesses. My failed wiring harnesses are contained within the lenses assemblies. DRC has chosen to deny this coverage.

  

  Business Response

  Date: 08/15/2023

  Hello,

  Bulb lenses and assemblies are excluded from the customers contract on page 6 Section 3, Subsection 3. "Lights, bulbs, and lenses assemblies" are excluded from the customer's contract. The repair facility requested to replace the lenses assembly, they did NOT request to replace a harness, therefore, the claim was denied. 

  Due to these exclusions, there is no coverage available for the request head lamp assembly. 

  Please let me know if you have any further questions or concerns. 

  Thank you, 

  ******* *************   

  Customer Answer

  Date: 08/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  The HARNESS that failed is located WITHIN the bulb assembly.   The HARNESS is not replicable.. only the bulb assembly is replaceable.  I have no issue with the fact the bulb assemblies are not covered.. HOWEVER ..  a wiring harness contained WITHIN the assembly is covered.  Due to the fact the HARNESS can not be replaced, replacing the bulb assembly is the only option.  When there is conflicting language in a contract, the customer should prevail, not the insurance company.   

  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/12/2023

  Hello, 

  Unfortunately, the shop requested the head light assembly. The head light assembly is excluded from your contract as stated on previous responses. DRC strives to help its customers but we must work off what the signed contract states. 

  Dealers Resource Center

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  1n 2021 I purchased a 2014 Hyundai Santa Sport at which time I purchased a 72mth or 72k mile power train warranty. Since I have only put 43k miles on the car. About 3 week ago I began to see engine coolant in my driveway upon further investigation it was determined by a 40yr certified mechanic that I needed head gasket repair work. The mechanic filed the information with the above company. As a result a 3rd party inspector came to the facility to verify the findings of the mechanic. The inspector, never drove the car, never attempted to verify head gasket leakage by allowing the mechanic to perform a leak test then reported to the warranty company that the mechanic did perform the head gasket test and the car passed with no over heating problems. This was a complete lie. Upon talking with the warranty company it is my opinion that they are trying to position themselves to not honor their warranty. Although they say this is still in review I would appreciate your assistance in assuring a fair and timely as well as just outcome to this matter. Thanks. **** * *** *** ****

  

  Business Response

  Date: 03/15/2023

  2/9/2023
  -Claim was called into Dealers Resource Center claims department from ***** *** **** ******
  -Loss date was reported as 2/6/2023 with mileage of 122,986
  
  -Service Writer stated on a recorded line that the vehicle was Driven in by the customer and the customer's concern was the vehicle was overheating.
  
  -Service Writer also stated on the recording that the head gasket was blown, and the Service writer believes the head gasket failure is caused by the overheating.
  
  -Service Writer also requested to replace the timing chain and components.
  
  -Vehicle was set for inspection by a 3rd party inspection company.
  
  
  2/16/2023
  -Inspection was completed by 3rd party inspection company.
  
  
  2/17/2023
  - Inspection report was received by Dealers Resource Center and submitted for review.
  
  
  2/20/2023
  - Dealers Resource Center requested Oil change history from the Repair Facility.  Repair Facility requested that claims adjuster call the customer to request the records.
  
  - Claims adjuster requested oil change history from the customer.
  
  - Customer called and spoke to claims manager as he was disgruntled that oil change history was requested.  
  
  
  2/21/2023
  - Oil change history was obtained from the customer
  
  - Oil change service interval per the manufacturer is 7,500 miles.
  
  - Oil change history shows intervals between changes as follows:  13,471 miles, 10,599 miles and 11,845 miles. 
  
  - Denial was provided to Service Writer based on Section 3 Subsection 5E, 5H and 5I in the customers contract (please see attached)
  
  The vehicle was driven into the facility with an overheating concern.   Customer stated in the dispute that the coolant leak was noticed 3 weeks prior to taking the vehicle in for repairs. Continuing to operate the vehicle in a overheat state will cause additional damage to the vehicle.  The customer failed to protect the vehicle from further damage after there was a known failure.  The policy offers towing reimbursement to all customers in order to protect the vehicle from further damage.  The conditions of coverage indicates:  You MUST use all reasonable means to protect Your Vehicle from further damage. Example: Activated warning lights, such as oil or temperature lights in the dashboard, indicate that You should stop operating Your Vehicle immediately. If Your Vehicle is disabled, or if it is unsafe to continue to drive Your Vehicle, You may wish to arrange for towing.   As evident by the oil change history the vehicle has not been properly maintained as the oil changes have continually been over the manufacturer’s mileage recommendations.  Manufacturer’s mileage recommendations will be considered the maximum allowable interval between service requirements per the contract.  

• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  Car disabled on the side of the road 12/15/22. Towed to dealership service area the same day. No one at the service department was able to evaluate the car until Saturday 12/17. Dealer's Resource Center was contacted on 12/20 for approval. Claim denied because some repairs were already made despite broken parts available for proof of damage. I have the Elite Protection package (most expensive). Company claims that my repairs did not get approved due to service starting before they were able to see car. They also noted that I had filed a claim previously, which predisposed my new claim to denial.

  

  Business Response

  Date: 01/16/2023

  Hello, 

   

  Please see outline and timeline of the claim reported to Dealers Resource Center: 

  - (12/20/2022 9:21am CST) ********* ****** contacted Dealers Resource Center claims department with a reported loss date of 12/15/2022. 

  - Reported failures to the radiator, radiator cap and thermostat. 

   - (12/20/2022 9:30am CST) Dealers Resource Center claims adjuster informs the service writer that a third-party inspection will be required, and an inspector will be there within 24-48 business hours to inspect the vehicle. 

  - (12/20/2022 2:41pm CST) ********* ****** service writer contacts Dealers Resource Center and informs the claim adjuster that the repairs have already been completed 12/17/2022. 

  - Dealers Resource Center claim adjuster informs service writer of denial. 

   

  Reason for Denial

  - On the bottom of every page on the customer's contract is states "CLAIMS WILL NOT BE PAID WITHOUT PRIOR AUTHORIZATION - CLAIMS ************". 

  - Page 6 under "Subsection 3 Notes" in conjunction with "5C", "IF PRIOR AUTHORIZATION IS NOT GIVEN BY US PRIOR TO REPAIRS BEING PERFORMED (SEE CONDITIONS OF COVERAGE)." 

  - Page 6 under "Conditions of Coverage" in conjunction with "2D", "You MUST NOT authorize repairs until We verify that the Mechanical Breakdown is covered by this Contract and We have issued an approval number. Maintenance Records may be requested from You before an approval number can be issued."

   

  Please let us know if you have any further questions or concerns. 

   

  Thanks