ComplaintsforVehicle Assurance

Auto Service Contract Companies

Current Alerts For This Business

Pattern of Complaint:

Better Business Bureau is urging consumers to use caution when considering doing business with Vehicle Assurance, an extended Auto Service Contract company. BBB has received a pattern of complaints alleging consumers receiving unsolicited and misleading phone calls and mailers, failure to make repairs and poor customer service.

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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
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I HAVE HAD THIS INSURANCE WITH VEHICLE ASSURANCE FOR SEVERAL YEARS. ACTUALLY THIS IS THE SECOND VEHICLE I HAVE PURCHASED THIS INSURANCE THROUGH VEHICLE ASSURANCE. NEVER HAD A CLAIM UNTIL RECENTLY. I CALLED TO FILE A CLAIM, THE MECHANIC CALL TO PROVIDE DETAILS AND SENT HIM A CLAIM FORM. HE TRIED TO CALL SEVERAL TIMES, THE GIRLS ANSWERING THE PHONE WOULD TRANSFER HIM TO PLACE TO GET APPROVAL AND BE PAID. TWICE HE WAS ON HOLD FOR OVER 30 MINUTES, HE CHARGES ABOUT $ ****** PER HOUR. THEY WOULD NEVER ANSWER THE CALL. I CALLED A FEW TIMES AND THE SAME THING HAPPENED AGAIN. THEY DO NOT HAVE A PROCESS AGENT LISTED WITH THE SECARTARY OF STATE. IN MY OPINION THEY CHEATED, LIED, AND STOLE MY MONEY. AGAIN, IN MY OPINION THEY CONSPIRE IN THIS MANNER EFFECTIVELY STEALING FROM **** DO NOT RECOMMEND ANYONE TO BUY AFTER MARKET AUTO REPAIR SERVICE.
Business response
08/09/2024
We have received and reviewed the complaint made by ******************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ******************** referenced, we reached out to **************** the Administrator of his plan,as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims. Upon reviewing with **************** it was determined that the repair facility did talk to Omega customer service, but the repair facility was unable to hold to speak to an adjuster to begin the claim.
Vehicle Assurance submitted the repair invoice to *************** on behalf of ******************* for further review. Omega will adjudicate the claim, but approval or denial is based on the terms of the contract and is handled through the Administrator, ***************. If the claim is subject to any reimbursement,***** will reach out to ******************** directly for payment.
Vehicle Assurance is always available to assist and advocate for ********************, but for future claim related questions, he should continue to work directly with ***************.
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a car insurance with them. They said I could pay 106 dollars a month. I asked them to send me policy info. they never send it to me. They said they would cover any problem but did not pay out on axle problem. H313830343538**373133H told me they don&#**;t&#**; cover is that there was boot on the axle and this caused it to leak.
Business response
06/14/2024
We have received and reviewed the complaint made by ******************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ******************** referenced, we reached out to American Auto Shield, the Administrator of his plan, as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims. Upon reviewing with American Auto Shield, it was determined that the repair needed was not covered as listed in the contract.
Vehicle Assurance is always available to assist and advocate for the customer, but claim approval or denial is based on the terms of the contract and is handled through the Administrator, American Auto Shield. ******************** indicated that his desired settlement was a refund. Based on this request and per the terms of his contract, the contract has been cancelled and a pro rata refund will be issued in the amount of $2,170.35. ******************** will receive his refund check in 7-10 business days.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid $3327 for 60 months of coverage(9/16/19-9/16/24) for my 2011 Prius. I have never filed a claim until today 5/13/24. The air conditioning is not working. I brought the car to *************************************************************** They found the condenser unit is worn out, multiple holes in condenser. Person from Vehicle Assurance said in less than one minute its not covered due to road damage. Service advisor said he did not know if it was road damage. Now Im stuck paying $1485 for a new condenser, even though I bought this insurance for problems like this. I feel I have been scammed out of this money. I want vehicle assurance to pay the $1485 for the condenser. It cost me $631.52 just to find out the condenser is worn out.
Business response
05/15/2024
We have received and reviewed the complaint made by ********************** and apologize for any issues relating to the repair in question. In an effort to better understand the nature of the claim ********************** referenced, we reached out to **************** the Administrator of her plan,as Vehicle Assurance is a seller/broker of Vehicle Service Contracts and does not have the authority to approve or authorize any claims. Upon reviewing with **************** the repair facility submitted the claim with a description that the condenser was punctured by a rock or some other outside element. Based on this information it was determined by *************** that the repair needed was not coverable as listed in the contract due to external causes.
Vehicle Assurance is always available to assist and advocate for the customer, but claim approval or denial is based on the terms of the contract and is handled through the Administrator, ***************. As a result, in regard to ********************** desired settlement, a refund for repairs to non-coverable parts would not be available. ********************** may pursue further dispute resolution through *************** using the process outlined in her contract in the Arbitration section, Section J.
Customer response
05/16/2024
Complaint: 21703703

I am rejecting this response because:

Toyota found the condenser unit worn out, multiple holes(did not say it was caused by debris) he didnt know how holes were caused. The car is 12 years old and condenser WORN OUT!! Person from your company said Road debris caused holes, not Toyota technician not 30 seconds into conversation and said DENIED

Sincerely,

*****************************
Initial Complaint
04/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I rented my house to my cousin over 10 years ago. He is now deceased, he passed away in January of 2022. I have told this company multiple times that he is deceased but they continue to send their unsolicited junk mail wanting him to purchase their scam of a product.
Business response
04/25/2024
We have received and reviewed the complaint made by *************************. We wanted to confirm that we have removed her address and her cousins name from our mailing list. Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail her address or her cousin in the future.
Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods. We are not associated with any of these other companies, nor do we do business with or share information with any of these other companies.
Initial Complaint
01/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Vehicle Assurance denied the claim for repair of the engine in my 2014 Chevrolet Impala stating the reason of denial as a pre-existing condition.In referring to the What is not Covered and Pre-Existing Conditions sections of Vehicle Assurance's auto protection policy, my vehicle repair does not fall under either of these sections, and so should be covered under the warranty. ******************** ***************** center (experts and manufacturer of the Chevrolet Impala) refute Vehicle Assurances claim and stated that my car had no pre-existing conditions.Prior to purchasing a warranty from Vehicle Assurance, I previously had a 5-year warranty with Endurance and only submitted 1 claim. I had received communication from Endurance that my warranty was expiring soon and that my rates would increase if I did not renew before the warranty expired. Thereafter, a representative from Vehicle Assurance called me approximately 2 months after I had been released from the hospital with congestive heart failure and having lost my wife of 52 yrs and mentioned that my warranty was expiring, so I assumed it was a representative from Endurance because how would he otherwise have this information? In essence, when I received an unsolicited phone call from Vehicle Assurance and purchased their warranty, I reasonably thought I was renewing my warranty with Endurance. Prior to then, I did not even know that Vehicle Assurance existed.I am a loyal customer who has made automated payments of $154.00 to Vehicle Assurance, never once submitted a claim against my current warranty, and have had preventative maintenance performed on my vehicle. With my level of due diligence and the experts opinion that my vehicle does not have pre-existing conditions, it is unreasonable for my claim to be denied and under such fallacious reasons as pre-existing conditions.Because of this denial, I have asked ******** Chevrolet to place a used engine in the vehicle to reduce the costs of the repair.
Business response
02/08/2024
We have received and reviewed the complaint made by *************** and apologize for any issues relating to the repair in question. Vehicle Assurance is a seller/broker of Vehicle Service Contracts, and we utilize direct mail only. We do not make outbound phone calls, but *************** did contact us in reference to a mailer we sent him on 10/18/2022. **************** called Vehicle Assurance and set up coverage with Portfolio who is the Administrator and contract holder for his plan.
We reached out to Portfolio in an effort to better understand the details of ****************** claim. Upon review, Portfolio had an inspection performed and they determined the damage had to have begun prior to the ***** miles that **************** had driven since the time he set up his coverage on the above date. As a result, in regard to ****************** desired settlement, a payment for repairs that are deemed pre-existing by the Administrator would not be covered.
Vehicle Assurance is always available to assist and advocate for the customer, but claim approval or denial is based on the terms of the contract and is handled through the contract holder and Administrator,Portfolio. **************** may pursue further dispute resolution through Portfolio using the process outlined in his contract.
Customer response
02/12/2024
Complaint: 21228742

I am rejecting this response because it is untrue that I received a mailer from Vehicle Assurance or made initial contact with Vehicle Assurance. My claim of Vehicle Assurance making initial contact with me is supported by numerous BBB complaints from other people stating that they received unsolicited phone calls from Vehicle Assurance.

Vehicle Assurance continues to claim pre-existing conditions regarding my vehicle, yet they have repeatedly failed to support their claims (they provide no details about the vehicle that led them to their claim). I nor Vehicle Assurance are car experts, which is why I took my vehicle to an expert (******** Chevrolet). It is of ******************** Chevrolets expert opinion that there are no pre-existing conditions regarding my vehicle. As a result of the experts opinion, the repair of my vehicle should be covered under the warranty.

Because of the aforementioned, I am, again, requesting reimbursement of $8,964.54 for the replacement of my engine with a used engine (Attachment 1).

Sincerely,

*************************
Business response
02/14/2024
Vehicle Assurance has continued to advocate for **************** in an effort to gain the most desirable resolution possible for our customer. As a seller of ******************** service contracts, we do not adjudicate claims. Portfolio, the administrator of ****************** policy previously deemed this claim as pre-existing, therefore listing it as non-coverable. Vehicle Assurance has been able to reach out to Portfolio to have them reconsider their decision. Upon review Portfolio has decided to reimburse **************** in the amount of $8,964.54, the amount he paid for the needed repairs. Portfolio indicated that they would be reaching out to **************** to inform him of this decision and the expected arrival date of his reimbursement check. We reached out to **************** to let him know of Portfolios decision and he thanked us for helping resolve this claim. We are happy that we were able to assist on behalf of ****************.
Customer response
02/16/2024
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
01/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I keep getting mail about my vehicle protection contact for a 2017 Chrysler which I have NEVER owned! I cant get this company to stop sending me mail about this even tho Ive called several times.
Business response
01/25/2024
We have received and reviewed the complaint made by ************************** We wanted to confirm that we have removed her from our mailing list. Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts,many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail ************************* in the future. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Customer response
01/26/2024
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
12/19/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I received a phone call on 12.19.23 from my 81 year old dad who had received a letter in the mail about his old car which I am now the current owner. I am not privy to the conversation they had but he ended up giving them his card information over the phone for what I assume was insurance. When I called them back I was told that they would put it back on the card - but I am angry that they sent out a letter to him in the first place. He is located in Cottondale AL. How many other elderly people have they scammed out of money by such tactics. If he hadnt called me to see why I hadn’t transferred the car into my name (which I did over two years ago) I wouldn’t known. I have no idea what the amount was that was given to the company.
Business response
12/22/2023
We have received and reviewed the complaint made on behalf of ****** *******. We can confirm that as Mr. *******’s daughter stated we refunded the original charge back to the card Mr. ******* used. Also, as requested we have removed Mr. ******* from the mail file for Vehicle Assurance. Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail ****** ******* in the future. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Initial Complaint
11/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a vehicle from an auction in May 2020. The vehicle was stolen April 2020 and recovered in June 2020 without accident, undamaged, and sold at an auction after owner #1s insurance company paid out the theft loss claim, and the vehicle was sold at an auction. Carfax report or any vehicle search reports shows zero accidents. ******* DMV indicated I had to get a Rebuilt/Salvage title because of the loss theft claim. Upon arrival it was taken to ********************* ************ for a full inspection. The vehicle was given a full bill of health. I purchase for $3,797, an extended auto warranty from Absolute Warranty DBA Vehicle Assurance (VA) in October 2020. VA issued the warranty to me after I gave them the *** and per their sales representative, their process was to check the *** and Carfax upon issuing the insurance. In September 2022 ****** submitted a claim for $1,357.18 to VA for A/C repair. The vehicle still had the same title, and the Carfax remained the same. Per VA's own policy, any claim made over $1,000 a Carfax is pulled. VA affirmed by paying this claim that the extended warranty was in good standing. In October 2023 the vehicle was taken to ****** for service for a transmission replacement. ****** contacted VA for claim approval and the claim was then denied by VA and VA cancelled my policy because they said they do not issue and should not have issued the warranty in the first place to a salvaged vehicle. I spoke with two VA representatives at 1:59 pm EST and the other at 5:04 pm EST at length on Thursday Oct 27, 2023, pushing back on their reasoning for terminating my policy. They blamed the cancellation on Portfolio claim company and told me to take it up with them. I contact Portfolio ************ and they told me they only administer claims and their system showed that VA were the ones who cancelled the policy. Oct 2023, VA sought a way to not pay this claim by terminating the policy. Remedy honor warranty. (Full letter attached)
Business response
11/20/2023
We have received and reviewed the complaint made by ************************** After review, Vehicle Assurance immediately reached out to the Administrator of the policy, Portfolio, to better understand the situation. Like ****************** previously stated, we were also concerned on why the current claim in question was being denied for a salvage title, when the customer had previously benefited from the plan having paid $1,357.18 on a previous claim. We worked with the customer to understand the nature of the salvage title and the incident that caused it. We were then able to go back to Portfolio and suggest and successfully obtain an amendment to the current plan to not only pay for the $6,265.76 transmission repair, but also to allow the customer to maintain coverage until their expiration, without the title status disrupting or delaying any further claim decisions.
Vehicle Assurance is always available to assist and advocate for the customer and we appreciate the opportunity to showcase our dedication to our customers and their needs. We believe our actions have resulted in Mr. ******** complete satisfaction.
Customer response
12/06/2023
I want to thank the BBB for their assistances in helping me resolve this issue with Vehicle Assurance. Without your intervention I would not have been able to get a favorable outcome. I am very grateful for all of your help to make a wrong right.
Initial Complaint
10/16/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My 89 year old father with advanced dementia has been scammed three times recently by companies selling unnecessary and worthless "extended auto warranties". As his POA, I have tried to terminate these contracts but it is impossible to get through to the companies who have sold the policy as their phone lines say to call back during business hours (when my calls have been placed) and then disconnect. I have sent emails and filed requests via customer support online with no response. It is despicable that they prey on the elderly in this manner and then don't provide a way to terminate these worthless "contracts".
Business response
10/23/2023
We have received and reviewed the complaint made by *************** ****************** called us and purchased a vehicle service contract from ** on 6/1/2023. On 9/27/2023 ****** reached back out to inform us that he had previously purchased another contract and would not be needing ours. We canceled **************** contract that day and gave him the proper procedures to receive his refund.
On 10/17/2023 ******* daughter, ****, called in and explained that her father has multiple contracts. **** explained she is having difficulties getting through to these other companies to cancel and receive his refund. We explained to **** that her father had called and cancelled his contract with us a month earlier and that his letter of cancellation was the only thing needed to process the refund.
**** understood and thanked us for canceling the plan the previous month and being the company that did answer her phone call and did take the time to go through the details with her. **** helped with providing the letter of cancelation and on 10/18/2023 Vehicle Assurance issued the appropriate refund for Mr. ************ called **** on 10/18/2023 to let her know that we had mailed the refund check. It is our understanding that she appreciated our actions and is satisfied with the outcome.
Customer response
10/25/2023
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. Vehicle Assurance, in particular customer service agent *****, have been very empathetic and responsive to our concerns, including refunding in full all fees paid and flagging my father on their do not contact list. We have received the refund (as per the attached summary) and have confirmed that the contract is cancelled.
Sincerely,

********************* Large
Initial Complaint
10/02/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I keep receiving letters in the mail from vehicle assurance about a 2019 Cadillac Escalade ESV price increase on service contract. I don't have this vehicle nor have I've ever contacted this company. They provided a customer code : ********** contact ph ************. I'm not sure where they gotten my personal information from nor this vehicle. I'm requesting them cease from contacting me or soliciting services I never requested.
Business response
10/05/2023
We have received and reviewed the complaint made by **************************** We wanted to confirm that we have removed them from our mailing list. Please note there are other companies that solicit via Direct Mail for Vehicle Service Contracts, many of which use letters similar to ours, but Vehicle Assurance will always have our name and address on our letter and we will not mail *************************** in the future. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Also, while there are other companies that utilize outbound phone calls, emails and texts as part of their marketing, Vehicle Assurance only uses Direct Mail, we do not use any of these other methods. We are not associated with any of these other companies nor do we do business with or share information with any of these other companies.
Customer response
10/06/2023
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.

Sincerely,

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

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